THE L.A. XPERIENCE HAIRCARE & WELLNESS CLINIC

Client Policies & Procedures

Effective Date: October 1, 2026

Welcome to The L.A. Xperience Haircare & Wellness Clinic. Our goal is to provide every client with professional, respectful, high-quality hair, scalp, hair-loss, hair-system, and wellness services.

These policies have been established to protect our clients, our team, and the integrity of the services and programs we provide.

By scheduling an appointment, paying a deposit, purchasing a service or product, enrolling in a program or membership, ordering a custom hair system or cranial prosthesis, or submitting payment to The L.A. Xperience Haircare & Wellness Clinic, you acknowledge and agree to the policies applicable to your purchase or service.

1. APPOINTMENTS & SCHEDULING

All services are provided by appointment unless otherwise stated.

Appointments may be scheduled through our approved booking system, website, by telephone, or directly through an authorized team member.

Clients are responsible for providing accurate contact information when scheduling appointments.

Appointment availability is not guaranteed until all applicable deposits, consultation fees, or other required payments have been received.

2. APPOINTMENT DEPOSITS

Certain appointments, procedures, hair systems, programs, and specialty services may require a deposit or advance payment.

Deposits secure the client's appointment and reserve the necessary time, staff, equipment, and/or materials.

Unless otherwise stated in writing, deposits are applied toward the applicable service.

Deposits may be non-refundable when an appointment is cancelled outside the permitted cancellation period, the client fails to appear, or custom materials/products have already been ordered or prepared.

3. CANCELLATIONS & RESCHEDULING

We understand that schedules sometimes change. Clients should provide as much notice as possible when cancelling or rescheduling an appointment.

Appointments cancelled or rescheduled without the notice required at the time of booking may result in:

• Loss of the appointment deposit;

• A cancellation or rescheduling fee;

• Requirement of a new deposit before another appointment can be scheduled; and/or

• Restrictions on future scheduling following repeated cancellations or no-shows.

Any cancellation terms specifically disclosed during booking will apply to that appointment.

4. NO-SHOW POLICY

A client who fails to arrive for an appointment and does not properly cancel will be considered a no-show.

No-show clients may forfeit deposits or prepaid appointment fees associated with that appointment.

Repeated no-shows may require full payment before future appointments are accepted.

5. LATE ARRIVALS

Clients should arrive on time and prepared for their scheduled appointment.

Arriving late reduces the amount of time available to complete a service.

Depending on the length of the delay and our schedule, we may:

• Shorten the service;

• Modify the service;

• Reschedule the appointment; or

• Cancel the appointment when there is insufficient time to safely or properly perform the service.

The original service charge or applicable cancellation/rescheduling fee may still apply.

6. CONSULTATIONS & HAIR AND SCALP ANALYSIS

Hair-loss, scalp, hair-restoration, cranial prosthesis, wig, topper, and hair-system services may require a consultation before services or recommendations are provided.

Consultation fees compensate the clinic for professional time, assessment, education, recommendations, and development of a potential care plan and are separate from future services unless specifically stated otherwise.

A consultation does not guarantee acceptance into a particular treatment program or guarantee a specific result.

7. HAIR-LOSS & SCALP SERVICES

The L.A. Xperience provides cosmetic, hair-care, scalp-care, hair-loss support, wellness, and non-surgical hair replacement services within the scope of the services offered by the clinic and its appropriately credentialed professionals.

Our services are not a substitute for diagnosis or treatment by a physician or other licensed medical provider when medical care is required.

Clients may be referred to a physician, dermatologist, endocrinologist, or another healthcare professional when symptoms or circumstances warrant medical evaluation.

The clinic reserves the right to postpone or decline a service when performing the service may be inappropriate or outside the scope of services we provide.

8. RESULTS ARE NOT GUARANTEED

Hair and scalp conditions vary from person to person.

Factors including genetics, medical conditions, medications, hormones, nutrition, stress, age, lifestyle, home care, treatment consistency, and compliance with recommendations may affect results.

For this reason, The L.A. Xperience does not guarantee specific hair-growth, hair-restoration, scalp, skin, or wellness results.

Before-and-after photographs or testimonials represent individual experiences and do not guarantee that another client will achieve the same outcome.

9. CLIENT COMPLIANCE

Successful treatment programs frequently require participation by both the clinic and the client.

Clients enrolled in a treatment program are expected to:

• Attend scheduled appointments;

• Follow recommended home-care instructions;

• Properly use recommended products;

• Inform us of relevant changes that could affect services;

• Follow maintenance schedules; and

• Communicate concerns promptly.

Failure to follow the recommended program may affect results.

10. CLINICAL HAIR-RESTORATION PROGRAMS

Hair-restoration and scalp-care programs may consist of multiple appointments, treatments, products, home-care protocols, and/or other services.

Program components are established according to the package purchased and the client's recommended plan.

Unless specifically stated otherwise in writing, unused program components have no cash value and may not be exchanged for unrelated services or products.

Treatment frequency may be adjusted when professionally appropriate.

11. MEMBERSHIPS

Membership services and benefits apply only to the client enrolled in the membership unless otherwise stated.

Membership payments must remain current for the client to receive ongoing membership benefits.

Services, products, discounts, hair systems, or other benefits included with a membership are subject to the terms of the specific membership agreement.

Membership benefits may not be transferred, exchanged, or redeemed for cash unless expressly authorized in writing.

12. IN-HOUSE PAYMENT PLANS

Clients approved for an in-house payment arrangement must make payments according to the payment schedule established in their agreement.

Payment schedules may be monthly, bi-weekly, or another schedule agreed upon by the clinic.

Past-Due Accounts

1–14 Days Past Due

The account is considered past due. The client should immediately make arrangements to bring the account current.

The clinic may suspend additional services, products, orders, or membership benefits until the required payment is received.

15 Days Past Due — DEFAULT

At 15 days past due, the payment plan is considered in default.

Once an account enters default:

• No additional unpaid services will be performed;

• No additional products will be released;

• No additional membership benefits will be provided; and

• The client must resolve the account before additional financed services or benefits can continue.

Day 30

Beginning at 30 days past due, the client's active payment arrangement and associated ongoing membership/program access may end in accordance with the client's agreement.

Any services or benefits that were fully paid in advance and remain owed to the client will be honored in accordance with the applicable agreement.

After those prepaid obligations have been fulfilled, no additional membership or program benefits will continue unless a new arrangement is approved.

Termination of ongoing program or membership access does not automatically eliminate any outstanding balance that remains legally due under the applicable agreement.

13. THIRD-PARTY FINANCING

The L.A. Xperience may offer access to third-party financing or payment options, which may include providers such as CareCredit, Sunbit, Afterpay, or other approved financing companies.

Approval decisions, interest rates, credit limits, payment schedules, financing terms, late fees, and other lending conditions are determined by the financing provider.

The L.A. Xperience does not control third-party credit decisions.

Clients are responsible for reviewing and understanding their financing agreement before accepting financing.

14. PAYMENT METHODS

Accepted payment methods may include, where available:

• Cash;

• Debit cards;

• Credit cards;

• Apple Pay;

• Cash App;

• CareCredit;

• Sunbit;

• Afterpay;

• HSA/FSA when eligible;

• Approved third-party financing; and

• Approved in-house payment arrangements.

Availability may vary by transaction.

15. REFUNDS

Because appointments reserve professional time and many of our services involve specialized treatments, products, customized plans, or custom-ordered merchandise, payments may become non-refundable once services have been rendered, products have been used or opened, or custom work has begun.

Services already performed are non-refundable.

Refund eligibility for unused prepaid services, programs, deposits, memberships, or other purchases will be determined according to the applicable written agreement, applicable law, and the circumstances of the transaction.

Nothing in this policy is intended to limit rights that cannot legally be waived.

16. CUSTOM WIGS, CRANIAL PROSTHESES, HAIR SYSTEMS & TOPPERS

Custom wigs, cranial prostheses, toppers, and hair systems may be created, altered, ordered, colored, cut, customized, or otherwise prepared specifically for an individual client.

Clients are responsible for carefully reviewing and approving applicable selections such as:

• Base or system type;

• Hair texture;

• Hair color;

• Hair length;

• Density;

• Measurements;

• Style preferences; and

• Other customization selections.

Once a custom order has been submitted to the manufacturer/vendor or customization has begun, changes may not be possible without additional charges.

Custom products generally cannot be returned or exchanged after customization or use except where required by law or when otherwise authorized by the clinic.

17. HAIR SYSTEM MAINTENANCE

Hair systems, toppers, wigs, adhesives, and attachment methods require appropriate maintenance.

Wear time varies by client and may be affected by perspiration, activity level, climate, skin/scalp condition, adhesive choice, maintenance, lifestyle, and other factors.

Clients should follow the recommended maintenance schedule.

Extended wear without appropriate cleaning and maintenance may contribute to scalp irritation, product buildup, odor, tangling, matting, adhesive problems, or other complications.

18. PRODUCT SALES

For hygiene and safety reasons, opened or used hair-care, scalp-care, skincare, cosmetic, adhesive, or personal-care products may not be eligible for return.

Unopened product returns, when accepted, must comply with the return terms provided at purchase and applicable law.

Custom-ordered products are subject to the custom-order policy.

19. ALLERGIES, SENSITIVITIES & MEDICAL INFORMATION

Clients are responsible for informing their service provider of known allergies, sensitivities, scalp conditions, skin conditions, medications, recent procedures, pregnancy when relevant to a service, or other information that may affect the safe performance of a service.

Clients should immediately report burning, unusual discomfort, allergic reactions, irritation, dizziness, or other unexpected symptoms during a service.

We may discontinue a service when necessary for client safety.

20. MEDICAL CLEARANCE

Certain conditions may require physician approval or medical clearance before services are performed.

We reserve the right to decline or postpone treatment until appropriate clearance is received.

21. CHILDREN & MINORS

For safety, privacy, and service-quality reasons, children who are not receiving services should not accompany clients unless specifically approved.

Services for minors may require the consent and/or presence of a parent or legal guardian depending upon the service and applicable requirements.

22. PERSONAL BELONGINGS

Clients are responsible for personal belongings brought into the clinic.

The L.A. Xperience is not responsible for lost, stolen, misplaced, or damaged personal property except to the extent responsibility is imposed by applicable law.

23. CLIENT CONDUCT

We are committed to maintaining a safe, professional, and respectful environment.

Threatening, abusive, discriminatory, sexually inappropriate, harassing, or disruptive behavior toward team members or other clients will not be tolerated.

The clinic reserves the right to discontinue services and/or decline future appointments when necessary to maintain the safety and integrity of our environment, subject to applicable law.

24. PHOTOGRAPHY & VIDEO

With appropriate consent, photographs or video may be taken to document hair, scalp, skin, wig, hair-system, or treatment progress.

Clinical documentation images will be handled according to applicable privacy practices.

Images used for advertising, social media, education, testimonials, website content, or other promotional purposes will require appropriate authorization when required.

Clients may decline promotional photography without affecting their eligibility to receive services.

25. CLIENT PRIVACY

We respect the privacy of our clients and take reasonable measures to protect personal information provided to us.

Information may be collected for purposes including scheduling, payment processing, client records, treatment planning, communication, financing, and business operations.

Information may also be handled by third-party platforms used for scheduling, payment processing, financing, communications, and related business services under their respective privacy practices.

26. PAYMENT DISPUTES & CHARGEBACKS

Clients who believe a billing error has occurred should contact The L.A. Xperience promptly so that we have an opportunity to review and address the matter.

Initiating a chargeback does not automatically determine whether a legitimate balance is owed.

We reserve the right to provide transaction records, signed agreements, appointment records, communications, photographs, invoices, receipts, and other relevant documentation to a payment processor, financing company, bank, or other appropriate entity when responding to a payment dispute.

27. GIFT CARDS, CREDITS & PROMOTIONS

Gift cards, promotional credits, discounts, and special offers are subject to the terms stated when issued.

Promotional offers generally cannot be combined unless expressly stated.

Promotional value and paid value will be handled in accordance with applicable law.

28. PROMOTIONAL PRICING

Promotional prices apply only during the advertised promotional period and are subject to the terms of the promotion.

Purchasing a service before or after a promotion does not automatically entitle the client to a price adjustment.

29. SERVICE PRICES

Prices are subject to change.

The price applicable to a service or product will generally be the price quoted or agreed upon for that transaction, subject to any additional services, customization, product needs, or changes authorized by the client.

30. COMMUNICATION

Clients are responsible for maintaining current telephone, email, and other relevant contact information.

Appointment confirmations and other communications may be sent electronically.

Failure to receive an automated reminder does not remove the client's responsibility for remembering scheduled appointments or payment obligations.

31. RIGHT TO DECLINE OR DISCONTINUE SERVICES

The L.A. Xperience reserves the right to decline, postpone, modify, or discontinue a service when reasonably necessary because of safety concerns, contraindications, unpaid accounts, inappropriate conduct, scope-of-service limitations, or other legitimate business or professional reasons, subject to applicable law.

32. POLICY UPDATES

The L.A. Xperience Haircare & Wellness Clinic may update these policies periodically to reflect changes in services, operations, payment procedures, technology, or legal requirements.

The current version will be posted on our website with its applicable effective or revision date.

Where an individual signed agreement contains terms that differ from these general website policies, the applicable signed agreement will govern to the extent permitted by law.

33. ACKNOWLEDGMENT

By booking an appointment, purchasing a service or product, enrolling in a membership or program, ordering a custom product, paying a deposit, or entering into a payment arrangement with The L.A. Xperience Haircare & Wellness Clinic, the client acknowledges that they have had access to the policies applicable to their transaction and agree to comply with them.

Clients should ask questions regarding any policy they do not understand before completing a purchase or beginning services.

THE L.A. XPERIENCE HAIRCARE & WELLNESS CLINIC

Haircare • Wellness • Hair Loss Solutions • Non-Surgical Hair Replacement

Website: www.thelaxperience.com

For questions regarding an appointment, account, program, or these policies, please contact The L.A. Xperience Haircare & Wellness Clinic through the contact information provided on our website.

Effective: October 1, 2026