Policies Page

Appointment Policy

To ensure a seamless check-in and compliance with state safety and insurance regulations, please review our booking requirements below:

 

Booking Requirements

  • Account Ownership: Appointments must be booked under the unique account and legal name of the person actually receiving the service.
  • Card on File: A valid credit or debit card must be securely stored on file to reserve an online booking. Your card will not be charged at the time of booking.
  • Identification: A valid government-issued or school photo ID is mandatory for all first-time guests.

Required Waivers & Documentation

  • General Intake Waiver: All clients must complete our standard Sugar Plum waiver form before any services can be performed.
  • Intimate Services Disclaimer: Due to the deeply personal and specialized nature of intimate services (such as Brazilians, Egyptians, Latins, and Thong Bikinis), a separate, dedicated waiver is required in addition to our general waiver. This ensures that you are fully informed of the pre-care, post-care, and specific safety protocols required for these sensitive areas.

Pro Tip: To save time at checkout, please check your email or text confirmation for links to complete your waivers digitally before arriving at your appointment!

If you need assistance setting up your account or completing your forms, please contact Customer Care at (206) 512-3033.

Cancellation, Rescheduling and No-Show Policy

To best serve all of our clients, we require a minimum notice for any cancellations, rescheduling, or appointment modifications:

  • All Appointments: We require at least 6 hours' notice. Cancellations, reschedules, or no-shows within this 6-hour window will incur a fee equal to 35% of the regular appointment price.
  • Long Appointments (Over 2 hours): We kindly request at least 24 hours' notice to change or cancel these extended sessions.

Fees & Definitions

  • Late Actions (Cancel or Reschedule) & No-Shows: Failing to provide the required notice (6 or 24 hours depending on appointment length) or failing to attend a scheduled appointment is considered a late cancellation/no-show and will incur a fee equal to 35% of the regular appointment price.

Repeat Offenses Policy

To maintain fairness to our staff and other clients, the following rules apply within a rolling 12-month period:

  • After 2 Late Cancellations/No-Shows: You will be required to pay a non-refundable 35% deposit to secure future appointments. If you late cancel or no-show for an appointment secured by a deposit, that deposit will be forfeited.
  • After 4 Late Cancellations/No-Shows: We will unfortunately no longer be able to offer you services.
  • Important Booking Guidelines

How to Cancel or Reschedule

  • To modify your appointment, please contact Customer Care as soon as possible at (206) 512-3033.

Running Late

  • If you are running late, please call Sugar Plum Customer Care at (206) 512-3033 to let us know. We will always do our best to accommodate you, but please note that full service may not be guaranteed if it impacts subsequent appointments.

Etiquette Policy

Improper Behavior Policy

  • Raised voices, swearing, physical intimidation, signs of aggression, threats of violence, or libel (written defamation) at a Sugar Plum studio will not be tolerated.          
  • Solicitation for a Sugaring Technician’s time/services outside of Sugar Plum is prohibited.
  • Disrespect to a Sugaring Technician’s time, personhood, or profession is not welcome.
  • Demands on a Sugaring Technician to break Sugar Plum policies are not allowed.
  • Filming or Photography without consent is not allowed. 
  • Any unwanted sexual innuendo, propositions, sexual attention, or suggestive comments and gestures; inappropriate humor about sex or gender-specific traits; sexual slurs or derogatory language directed at a Sugaring Technician’s sexuality, gender, gender identity, sexual orientation, or gender expression; insults and threats based on sex, gender, gender identity, sexual orientation or gender expression; and other oral, verbal, written or electronic communications of a sexual nature that an individual communicates is unwanted and unwelcome.

Infractions

  • Infractions of improper behavior or sexual suggestion will result in a warning from management up to or including immediate termination of current and future services with any Sugar Plum staff, events, or facilities, possibly resulting in legal action or prosecution. 
  • If terminated as a client, the client will receive refunds of pre-paid services according to our Return Policy, and personal/financial information will be disconnected from our records.

Fresh Follow up Policy

The Fresh Follow Up is a complimentary appointment that is scheduled within 7-10 days of your first service.

 

The Fresh Follow Up is only offered after your first service with Sugar Plum. This allows us to see how your skin is responding to the sugaring, remove any little hairs that were too short during the initial appointment, and make an educated guess on when your next service should be scheduled.

 

The Fresh Follow Up can only be scheduled in the studio or through our Customer Care (206) 512-3033.

Payment Policy (We are Cashless)

Sugar Plum is a cashless business. For your convenience and security, we accept all major credit cards, Apple Pay, Google Pay, and most tap-to-pay options.

 

Securing Your Appointment (Online or by Phone)

  • Card Required: A valid credit card is required to secure and hold your appointment slot, whether you book online or over the phone.
  • When You Are Charged: No charges will be made to your card at the time of booking. Payment is processed only after your service is completed.
  • Exceptions: Your card on file may be charged in the event of a late cancellation, no-show fee, or required policy-violation deposit as outlined in our Cancellation, Rescheduling and No-Show Policy.
  • Data Security: Your financial information is encrypted and stored securely within our PCI-compliant booking system.

Checking Out Without a Physical Card

If you do not have a physical card or mobile wallet with you at the time of checkout, the following procedures apply:

  • Card on File: If you have a authorization card saved to your profile, it will be automatically charged for the unpaid balance.
  • Payment Link: If no card is available, you will receive a secure payment link via SMS/email and a call from Customer Care.

Late Payment Consequences

To ensure fair business operations, we enforce a strict policy for delayed payments:

  • After three (3) occurrences of a late payment (paying 24 hours or more after your appointment), you will be required to pre-pay in full for all future services at the time of booking.

For questions regarding your billing or payment security, please contact Customer Care at (206) 512-3033.

SMS Texting & Appointment Updates Policy

At Sugar Plum, we use SMS text messaging as our primary and fastest method to inform you of any unexpected changes to your booked services, schedule, or technician availability.

 

Why We Recommend Opting In

  • Real-Time Updates: Clients opted into SMS receive immediate notifications regarding scheduling shifts or technician changes.
  • If You Opt Out: You will not receive automated notifications about technician changes. You may only learn of a provider change upon arrival at the studio.
  • Critical Changes: If a major change occurs (such as a date or time shift) and you are opted out of text messages, our Customer Care team will make a good-faith effort to call you directly.
  • We highly encourage all clients to remain opted-in for SMS notifications to ensure a seamless, surprise-free experience.

Managing Your Preferences

 

You can update your SMS communication preferences or opt back in at any time in your Sugar Plum App, at book.sugarplum.com or by calling/texting Customer Care at (206) 512-3033.

 

SMS Privacy & Data Security Statement

 

Your privacy is paramount to us. Sugar Plum is committed to protecting your personal information:

  • Data Protection: We do not sell, share, trade, or rent your mobile numbers or personal information to third parties, affiliates, or marketing agencies for promotional purposes. Consent: By providing your phone number and opting into our services, you consent to receive transactional and operational SMS messages from Sugar Plum regarding your appointments. Message and data rates may apply.

Under 18 Policy (Minors & Teens)

At Sugar Plum, we welcome teenage clients! Sugaring is a safe, gentle, and natural option for hair removal. To ensure a comfortable and compliant experience for our underage guests, please review our guidelines below:

Requirements for First-Time Guests

  • Mandatory ID: Government-issued or school photo ID is required for all first-time guests.
  • Parental Consent Form: A parent or legal guardian must complete and sign our Consent Form in person at the studio.
  • Chaperone Policy: A parent or guardian must be present during the initial visit to sign or update paperwork. Once the form is on file, the teen may attend future appointments on their own.

Service Restrictions

For the safety and comfort of our minor clients and staff, we strictly do not offer the following intimate services to guests under the age of 18:

  • Brazilians
  • Egyptians
  • Latins
  • Thong Bikinis

Tips for a Great First Visit

  • Complimentary Consultation: We highly recommend booking a free 15-minute consultation. This allows both the parent and teenager to sit down with one of our sugaring experts, ask questions, and fully understand the process.
  • Health & Safety: Please review our Contraindications Page before booking to ensure sugaring is safe for your teen’s skin.

To book a consultation or ask a question about our minor policy, call or text Customer Care at (206) 512-3033.

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