EWC CORPORATE POLICIES

 

Wax Application Policy

Gloves must be worn when performing any and all services. Wax should be applied only once when waxing facial areas and no more than 3 times on the body. After that, any remaining tough or stubborn hairs on the face should be tweezed. Also, wax specialists should not blow on the wax before applying instead, wax should be applied at the correct temperature based on consistency. Wax specialists should also use the eyebrow chart whenever changing the shape of a guest's eyebrows to avoid miscommunication and unrealistic expectations. Lastly, wax should not be applied over jewelry or body piercings.

Wax Applicator and Stir Stick Disposal Policy

Wax Applicators are not to be double dipped. Once they are applied to the guest's skin, they must be discarded in the trash immediately. Large stir sticks must also be disposed of after each guest.

Half Price Or Half Service Policy

EWC does not offer half price or half services. If a guest only does the front of her upper leg.it is still considered the upper leg. We do not have a service for half of a half of a leg. Similarly, the middle of the brows is still considered a brow service.

Performance Policy (Touch-Up)

Guests can receive a touch-up on any area serviced within 5 calendar days from the initial service date. The 5 days begin the day after the service was completed and ends on the 5th calendar day. This applies even when the center is closed for a holiday during that time frame. Only when the 5th day falls on a holiday, when the center is closed, will the policy be extended an additional 6th day for the guest to receive a touch-up service.

Waxing During Menstrual Cycle Policy

Guests can be more sensitive when waxing before and/or after their cycle. If a guest has their period, we can still provide the service as long as they are using a tampon. The guest is responsible for knowing that the area could be more sensitive during these times. If a guest is experiencing discomfort and does not want to complete the service, we will stop the service and offer to reschedule when the guest is feeling better.

Young Guest Policy

Our locations have implemented a policy that requires guests to be at least 16 years of age or older in order to receive bikini services. These locations require a state ID verifying their age. If a guest cannot produce an ID verifying their age, then a parent/guardian must provide consent. Once consent is given (assuming the consent provides consent for future services as well), our locations place a permanent pop-up note on the guest’s profile indicating consent was given, and the guest may receive bikini services (unless consent is later revoked). Please check with your center manager to ensure you are aware of your center’s policies and procedures.

Guests On Medication Policy

If a guest is taking Retina A, or a similar prescription they must stop using the medication 7 days before and after waxing. If a guest has had any facial services such as injections, chemical peels, microdermabrasion, laser treatments or dermaplaning, or using products that contain benzoyl peroxide, they must wait 7 days before waxing. If the guest is taking Accutane or, a similar prescription treatment, they must wait 6 months before waxing any area on the body or face.

Waxing Tools Sanitization Policy

All wax specialists should have 2 of each tool so that when one tool is being used on a guest, the other is disinfecting in Barbicide for at least 10 minutes.

 

Wax Bed Sanitation Policy

Wax beds should be sprayed down with the local required sanitation product (See state requirements), and a new roll of bed paper should be spread out after each guest, in front of the new guest.

Late Policy

We have a 10-minute late policy. If a guest is more than 9 minutes late for their reservation, at the 10-minute mark, they will be marked as a no-show, and we may have to reschedule all or part of the guest's services. We ask guests to call and let us know when they are running late so that we can best accommodate them. However, we will do every thing we can to accommodate our guests. You may not refuse to service any guests if you are available.

No Show Policy

If a guest No Shows more than 3 times in a 6-month period, they will be placed on a walk-in only basis.

Today and Now Policy

Reservations are moved around in the Reservation Book according to the Today and Now Policy, which simply states that our focus is to always have the guest come in as soon as possible. No matter how close it is to the time in which they are calling, we always offer the first available time. This is done because the sooner we service a guest, the more time we will have available to take another guest later. Focusing on today and now benefits everyone. Guests can be seen quickly, sometimes within minutes of calling and wax specialists are able to service many more guests.

One Guest In The Room Policy

Only one guest is allowed in the Wax Suite at a time so that the wax specialist has time to work efficiently and explain the products. If the guest is a minor, they may have their parent in the suite to accompany them. If the guest is a parent, they may have their child with them while secured in a stroller or sitting calmly on the stool. If a guest has a disability and needs special assistance, they may have someone in the suite to accompany them.

Leaving Guests In The Room Alone Policy

Wax specialists need to stay in the Wax Suite with the guest until they are finished getting dressed. Guests left alone in the suite after their service usually take longer to get dressed, may touch or play with the wax (which could be a safety hazard), or may apply wax on themselves. In addition, other guests may walk into the suite while the guest is undressed.

No Photos/Videos In The Wax Suite Policy

For the protection of our guests, associates, and the European Wax Center brand, guests and associates are not permitted to take photos and/or videos while in the Wax Suite under any circumstance. This includes, but is not limited to selfies, before and after service photos, pictures and/or video of the service being performed, pictures and/or video of the Wax Suite setup, etc.

Responding To Guest Arrival

We ask that when a guest arrives and the wax specialist is notified, the wax specialist should greet the guest and take them back within 3 minutes of their reservation. If the guest arrives early while the wax specialist is still in service, the wax specialist will complete their current service. If the wax specialist is running over in time and the guest has arrived, they should alert the GSA.

Last Guest Policy

All of our guests should be treated consistently. Guests with a 8:45pm reservation may arrive at 8:54pm. and still be serviced, according to our policy. Wax specialists do not have the right to select whether or not they will take the last guest. Excuses such as, "I have no wax," "my wax if already filled," "my room is already cleaned," or "I have already punched out" are simply unacceptable. Associates cannot treat the last guest with poor customer service simply because they're tired and want to go home.

This does not mean, however, that we will take a walk-in guest at 7:55pm. We close at 8:00pm. We are not open until 8:00pm. Therefore, we will not take a guest (without a reservation) after 7:45pm. Hours of operation may vary from center to center.

Smoking Policy

To support our mission of Revealing Beautiful Skin, European Wax Center maintains a strict no smoking policy inside the center at all times. No smoking or other use of tobacco products (including, but not limited to, cigarettes, pipes, cigars, snuff, chewing tobacco, or electronic cigarettes) is permitted. Any smoke odor or tobacco scents that interfere with the guest's experience of a clean and professional center are also prohibited.

Wax Pass Policy

Wax Passes are non-transferrable and can only be redeemed by the purchaser. They cannot be transferred from one guest to another. In other words, a guest cannot use another guest's Wax Pass.

Wax Pass Cancellation / Transfer Policy

EWC has a Wax Pass Cancellation / Transfer Policy that states the following: If a guest decides to cancel their Wax Pass within 30 days, European Wax Center will charge full price for the visits already used and issue a refund for any remaining balance due. If a guest decides to cancel their Wax Pass after 30 days, there is a $25 cancellation fee. European Wax Center will charge full price for the visits already used and issue a store credit for any remaining balance due. If a guest decides to transfer their package from one service to another, European Wax Center will charge full price for the visits already used and apply any remaining balance due towards a new Wax Pass purchase. We do not charge a fee for transferring a Wax Pass. Wax Pass Cancellation Example: Guest purchased unlimited eyebrow wax pass for $293. She came in for 3 visits. If each eyebrow visit costs $23 ($69 total We calculate her credit by taking the cost of her wax pass minus the amount of visits used: $293 - 69 = $224. A $25 cancellation fee will be assessed: $224 - 25 = $199. Guest will receive a total refund of $199 in a Pre-Paid Card (store credit).

Associate Late/Tardy Policy

If you are (1) minute late to your shift, you are considered late for work. Wax specialists are responsible for arriving 30 minutes prior to the scheduled start of their shift. If an associate is going to be late, it is their responsibility to contact the manager. Tardiness is tracked and may result in further disciplinary action if management deems it excessive.

Associate Waxing Policy

GS Associates must book a reservation for their waxing needs and are not permitted to have any service(s) done while they are scheduled to work. It is also not permitted for GS Associates tobook reservations for wax specialists. Instead, wax specialists are allowed to wax themselves and each other, free of charge, during down-time. Associate discounts may vary by center.

Terminology Policy

Only professional language may be used in the center at all times.  All associates are required to use the following terminology:

• Associates instead of employees.
• Reservations instead of appointments.
• Guests instead of clients or customers. 
• Underarm instead of armpit.
• Lip instead of mustache.
• Stomach Strip instead of happy trail.

 

Talking Points/Scripted Examples Policy

All associates are responsible for creating a memorable guest experience by tailoring the talking points and scripted examples that pertain to their position. Center Managers are responsible for being knowledgeable on the talking points and scripted examples that pertain to all positions.

Standard Responses Policy

All associates are responsible for being knowledgeable of the responses to the FAQ's that pertain to their position. Center Managers are responsible for being knowledgeable of the FAQs that pertain to all positions.

Name Tag Policy

Associates are expected to wear their nametag at all times. The nametag is to be worn on the top right side of the top, polo or scrubs.

Dress Code Policy

All associates must come to work each day, including holidays, following the dress code.

Center Managers:

Solid black top (No prints, ruffles, lace, embroidery, or embellishments Blouses, button-down shirts, etc. 1/4 sleeves or full -length sleeve only Company provided pin

Solid black, full length, dress pants, or solid black, knee length skirts Solid black knee length dresses

Solid black, jacket, blazer, vest, or cardigan/sweater (if needed) Solid black, closed-toed shoes Name tag

All attire must be clean and ironed.

Makeup should be done but not overstated. Hair should be neatly kept

For Assistant Managers and Guest Service Associates:

Embroidered EWC dark grey polo or White button down shirt Company provided pin (for non-logo polos only)

Coordinating (black, nude or white) cami or undershirt (if needed)

Solid black, full length, dress pants, or solid black, knee length skirts Solid black, jacket or cardigan/sweater (if needed)

Solid black, closed-toed, shoes Name tag

All attire must be clean and ironed.

Makeup should be done but not overstated.

Wax Associates dress code:

Official EWC gray scrubs from Clayton Kendall. White athletic sneakers.

Long-sleeve white shirt underneath the scrub top, if needed. Name tag All attire must be clean and ironed.

Makeup should be done but not overstated. Long to medium length hair should be pulled back neatly.

License Policy

Wax specialists are required to carry their most current license with them at all times. Additionally, wax specialists must have their license visible in the designated space within the Wax Suite.

Proper Work Ethics Policy

There should be no reference of another company, or another associate, having poor customer service, unclean facilities or using recycled wax. In addition, there should be no mention of inexperienced wax specialists, bad waxing techniques or bad attitudes.

Sharing Personal Contact Infromation with Guest Policy

Wax specialists are prohibited from sharing personal contact information with EWC's guests. Guests are to contact the center in order to make reservations. Mobile payments apps (i.e., Venmo, CashApp, Zelle, etc are also prohibited for service payments or gratuity.

Smoking Policy

To support our mission of Revealing Beautiful Skin, European Wax Center maintains a strict no smoking policy. No smoking or other use of tobacco products (including, but not limited to, cigarettes, pipes, cigars, snuff, chewing tobacco, or electronic cigarettes) is permitted while associates are clocked in and working at the center. This includes all areas inside the center and directly in front of the building. Smoke odor or any other tobacco scents that interfere with the guest's experience of a clean and professional center are also prohibited.

Last Wax Associate Policy

For safety reasons, the last wax specialist should lock up and then walk out of the center with the GS Associate. Even in nice areas that are well lit, it may be uncomfortable for any associate to walk out alone after closing.

Front Desk and Lobby Policy

Wax specialists should never use the computer at the front desk. Instead, they should use their iPad system. In addition, wax specialists will not go behind the front desk for any reason after walking the guest out, because it can be distracting for the GS Associate and can result in register errors. Wax specialists should refrain from sitting in the lobby to maintain a professional atmosphere in the center.

Money Policy

All money in the register must be counted twice as it goes in and as it comes out of the register. All money should face the same way in the register. Wax specialists should help with cash flow situations by cashing in as many tips as possible at the end of the day so there is enough small change for the next day. 

I have read the above policies and understand that violation of the policies may result in disciplinary action which may include  termination.