Terms of service
Terms of Service
Last updated: April 2026
Welcome to Kaelyss LLC. These Terms of Service govern your use of Kaelyss services, products, appointments, consultations, website, online store, and related communications.
By booking an appointment, attending a consultation, purchasing a product, paying a deposit, using our website, submitting information, or receiving services from Kaelyss, you agree to these Terms of Service and to our related policies, including our Return, Exchange, Cancellation & Appointment Policy, Privacy Policy, and Shipping Policy.
Please read these Terms carefully before booking or purchasing.
1. Business information
Kaelyss LLC, also referred to as “Kaelyss,” “we,” “us,” or “our,” provides premium non-surgical hair replacement, wig, topper, toupee, hair system, customization, styling, consultation, and maintenance services.
Kaelyss serves clients through private appointments, in-studio consultations, virtual consultations, in-home consultations where available, online orders, and related services.
Kaelyss LLC is located at:
Kaelyss LLC
1 W Superior St, Suite 200, Loft 22
Chicago, IL 60654
Email: contact@kaelyss.com
Phone: 312-471-0725
2. Aesthetic and cosmetic services only
Kaelyss provides aesthetic, cosmetic, non-surgical hair replacement and styling services only.
Kaelyss is not a medical practice. Kaelyss does not provide medical care, medical advice, medical diagnosis, medical treatment, prescriptions, therapy, dermatology services, oncology services, psychological counseling, or any other licensed healthcare service.
Kaelyss does not diagnose hair loss, scalp conditions, alopecia, medical conditions, skin conditions, allergic conditions, or any other health-related issue.
Kaelyss does not claim that any wig, topper, toupee, hair system, product, adhesive, tape, service, consultation, or styling method can diagnose, treat, cure, prevent, or reverse hair loss or any medical condition.
Any information provided by Kaelyss, whether in person, online, by phone, by email, by text, on social media, or through our website, is for general aesthetic and educational purposes only and should not be considered medical advice.
Clients should consult a licensed physician, dermatologist, oncologist, allergist, or other qualified healthcare professional for any medical concerns, scalp conditions, skin reactions, allergies, hair loss diagnosis, or treatment decisions.
3. Medical wig and cranial prosthesis terminology
Kaelyss may use terms such as “medical wig,” “cranial prosthesis,” or similar wording for aesthetic hair replacement products that may be used by clients experiencing hair loss.
These terms are used for product description, client support, documentation, receipt, insurance, or reimbursement purposes only.
Use of these terms does not mean that Kaelyss is providing medical care, medical diagnosis, medical treatment, or a medical device.
Insurance coverage, reimbursement, prescription requirements, diagnosis letters, and medical necessity determinations are made by the client’s healthcare provider and insurance company, not by Kaelyss.
Kaelyss may provide receipts or product documentation when appropriate, but Kaelyss does not guarantee insurance reimbursement.
A denial of insurance reimbursement does not qualify an order, deposit, product, or service for cancellation, refund, or exchange.
4. Eligibility to use our services
By booking, purchasing, or using our website, you represent that you are at least 18 years old or that you are using our services with the consent and supervision of a parent or legal guardian.
If services or products are requested for a minor, the parent or legal guardian is responsible for all decisions, payments, consents, policies, and communications with Kaelyss.
Kaelyss reserves the right to refuse service, cancel an appointment, cancel an order, or decline future service where permitted by law, including in cases of suspected fraud, abusive conduct, unsafe behavior, harassment, unpaid balances, repeated no-shows, policy abuse, chargeback abuse, or violation of these Terms.
5. Appointments and scheduling
Appointments may be booked online, by phone, by email, by text, or directly with Kaelyss.
Appointment availability is not guaranteed. Kaelyss reserves the right to approve, deny, reschedule, or cancel appointments at its discretion.
Clients are expected to arrive on time and be prepared for their appointment.
Late arrivals may reduce the available appointment time. If a client arrives late and Kaelyss cannot complete the consultation, service, fitting, installation, or maintenance within the remaining scheduled time, the appointment may need to be rescheduled.
Late arrival does not qualify for a refund.
6. Free in-studio consultation policy
Kaelyss may offer free in-studio consultations by appointment only.
Although the consultation may be free, the appointment time is reserved specifically for the client. Clients must cancel or reschedule at least 24 hours before the scheduled appointment time.
Kaelyss allows a 15-minute grace period for free in-studio consultations.
If a client arrives more than 15 minutes late, cancels with less than 24 hours’ notice, reschedules with less than 24 hours’ notice, or does not show up, Kaelyss will charge a $150 late cancellation / no-show fee.
By booking a free in-studio consultation, the client authorizes Kaelyss to charge the card on file for the $150 late cancellation / no-show fee if this policy is violated.
7. Virtual consultation policy
Paid virtual consultations require a $50 consultation fee.
Clients must cancel or reschedule at least 24 hours before the scheduled appointment time.
If a client cancels with less than 24 hours’ notice, reschedules with less than 24 hours’ notice, arrives late, or does not show up, the $50 virtual consultation fee is non-refundable.
A new consultation fee may be required to book a new virtual consultation.
Kaelyss is not responsible for missed virtual consultations caused by the client’s internet connection, device issues, incorrect contact information, failure to join the call, failure to check email or text reminders, or other client-side technical problems.
8. Paid consultations, services, and appointment fees
Consultation fees, service fees, installation fees, maintenance fees, styling fees, fitting fees, customization fees, and appointment fees are non-refundable unless Kaelyss determines otherwise or unless required by applicable law.
Appointments may be rescheduled one time with at least 24 hours’ notice, subject to availability.
Appointments canceled or rescheduled with less than 24 hours’ notice may be forfeited.
No-shows are non-refundable and may require a new booking and new payment.
9. Deposits and custom orders
Kaelyss may require a 50% non-refundable deposit for non-surgical hair replacement services, custom wigs, custom toppers, toupees, men’s hair systems, medical wig orders, cranial prosthesis pieces, special orders, semi-custom orders, and other services or products.
Deposits secure the appointment, reserve the product or materials, and cover sourcing, preparation, consultation time, customization time, administrative time, and business costs.
Once a deposit is paid, Kaelyss may begin sourcing, reserving, ordering, preparing, or customizing the product or service.
Deposits are non-refundable.
If the client chooses not to proceed after paying a deposit, no refund will be issued.
The remaining balance must be paid before installation, pickup, shipment, or release of the product.
10. Custom and semi-custom product definition
Many Kaelyss products are custom or semi-custom because they may be made, selected, ordered, reserved, altered, prepared, styled, or recommended based on client-specific details.
These details may include, but are not limited to:
- Cap size
- Base size
- Density
- Length
- Color
- Texture
- Hair type
- Lace type
- Base type
- Parting
- Clips
- Fit
- Styling
- Cut
- Client photos
- Measurements
- Desired look
- Hair loss pattern
- Scalp sensitivity
- Aesthetic preference
- Consultation notes
A product does not need to be handmade from scratch to be considered custom or semi-custom.
Because most Kaelyss wigs, toppers, toupees, hair systems, and hairpieces are personal, hygienic, and selected or prepared for client-specific needs, most product purchases are final sale.
11. Final sale and no-refund policy
All Kaelyss sales are final unless otherwise required by applicable law or unless Kaelyss determines that an order cannot be fulfilled.
Kaelyss does not offer refunds on:
- Wigs
- Toppers
- Toupees
- Hair systems
- Medical wigs
- Cranial prosthesis pieces
- Ready-to-wear hairpieces
- Custom orders
- Semi-custom orders
- Special orders
- Sale items
- Promotional items
- Discounted items
- Deposits
- Consultation fees
- Service fees
- Installation fees
- Maintenance fees
- Styling fees
- Cutting fees
- Coloring fees
- Customization fees
- Opened hair care products
- Opened accessories
- Gift cards
- Shipping fees
- Rush fees
- Payment processing fees
A one-time exchange may be considered only under Kaelyss’s Return, Exchange, Cancellation & Appointment Policy. Exchanges are not guaranteed.
12. Returns and exchanges
Kaelyss’s Return, Exchange, Cancellation & Appointment Policy controls all return, exchange, cancellation, no-show, late cancellation, refund, and appointment fee issues.
By placing an order, booking an appointment, paying a deposit, or receiving services, the client agrees to that policy.
If there is a conflict between these Terms of Service and the Return, Exchange, Cancellation & Appointment Policy, Kaelyss will apply the policy that best protects the hygienic, custom, semi-custom, and final-sale nature of Kaelyss products and services, unless otherwise required by law.
13. Product descriptions and expectations
Kaelyss makes reasonable efforts to describe products, services, colors, density, texture, size, construction, and availability accurately.
However, human hair products may naturally vary in color, tone, texture, wave pattern, density, length, movement, and appearance.
Color may appear different depending on lighting, photography, phone screens, computer screens, filters, indoor lighting, outdoor lighting, and individual perception.
Cap fit, density preference, lace preference, length preference, color preference, comfort preference, and style preference are personal choices.
A difference in preference, expectation, screen appearance, or perception does not qualify for a refund.
Clients are encouraged to book a consultation before purchasing if they are unsure about size, fit, color, density, cap construction, lace type, or the best product for their needs.
14. Client measurements and information
Clients are responsible for providing accurate measurements, photos, color references, hair loss details, inspiration photos, and requested specifications.
Kaelyss may provide aesthetic guidance, but the client is responsible for reviewing and approving the selected size, color, density, length, style, cap type, and other specifications before purchase.
Incorrect measurements, incomplete information, late changes, change of mind, unrealistic expectations, or failure to follow Kaelyss instructions do not qualify for a refund.
15. Allergies, sensitivities, adhesives, and skin reactions
Clients must disclose any known allergies, sensitivities, skin conditions, scalp conditions, adhesive reactions, tape reactions, latex sensitivities, chemical sensitivities, or other relevant concerns before receiving services or using products.
Kaelyss may use or recommend tapes, adhesives, removers, hair products, styling products, tools, or accessories as part of aesthetic hair replacement services.
Kaelyss is not responsible for adverse reactions, irritation, discomfort, hair shedding, scalp sensitivity, skin sensitivity, allergic reactions, or complications caused by undisclosed allergies, undisclosed sensitivities, client misuse, failure to follow instructions, third-party products, or individual reactions.
Clients with medical concerns, skin concerns, scalp concerns, allergies, or sensitivities should consult a licensed healthcare professional before using any product or receiving any service.
16. Care, maintenance, and client responsibility
Hairpieces require proper care, maintenance, handling, washing, brushing, storage, and product use.
The lifespan and appearance of wigs, toppers, toupees, and hair systems depend on many factors, including client care, frequency of use, environment, products used, styling methods, heat exposure, brushing, sleeping habits, adhesive use, maintenance schedule, and handling.
Kaelyss is not responsible for damage caused by improper care, improper brushing, excessive heat, sleeping in hairpieces, swimming, working out, adhesive misuse, tape misuse, product buildup, coloring by another provider, cutting by another provider, chemical processing, client handling, or normal wear and tear.
Failure to follow care instructions may affect the condition, longevity, appearance, and exchange eligibility of the product.
17. Pricing and quotes
Prices for products and services may be listed on our website, booking platform, invoices, consultations, or communications.
Prices may change at any time without prior notice.
Quotes for custom or semi-custom products are valid for 7 days from the date provided unless otherwise stated in writing.
A quote does not guarantee product availability, delivery timeline, color availability, hair availability, or appointment availability.
Kaelyss reserves the right to correct pricing errors, listing errors, product errors, or availability errors.
18. Payment
Payment may be required at booking, at checkout, before service, before product release, before installation, before shipment, or according to invoice terms.
Kaelyss may accept payment through third-party payment processors, booking platforms, financing providers, installment payment services, or buy-now-pay-later providers.
If a client uses a third-party payment provider, the client is also responsible for following that provider’s terms and conditions.
A third-party payment issue, financing denial, payment plan dispute, or installment provider issue does not change Kaelyss’s final sale, deposit, no-refund, exchange, cancellation, or appointment policies.
19. Chargebacks and payment disputes
Clients agree to contact Kaelyss directly at contact@kaelyss.com with any concern before filing a chargeback or payment dispute.
Filing a chargeback or payment dispute does not cancel these Terms, the Return, Exchange, Cancellation & Appointment Policy, the client’s payment obligations, or the client’s agreement to approved charges.
Kaelyss reserves the right to provide banks, card issuers, payment processors, financing providers, and dispute platforms with documentation, including but not limited to:
- Order records
- Appointment records
- Booking confirmations
- Policy acknowledgments
- Checkout acknowledgments
- Payment records
- Delivery records
- Tracking records
- Consultation records
- Signed forms
- Email communications
- Text communications
- Photos or videos
- Service notes
- Custom order details
To the extent permitted by law, clients remain responsible for unpaid balances, approved charges, late cancellation fees, no-show fees, collection costs, dispute costs, and administrative costs related to invalid, improper, or abusive disputes.
20. Shipping and delivery
Kaelyss may ship products domestically or internationally where available.
Shipping fees are non-refundable.
Clients are responsible for providing a complete and accurate shipping address.
Kaelyss is not responsible for packages lost, delayed, stolen, misdelivered, refused, returned to sender, or delivered to an incorrect address provided by the client.
If a package is returned to Kaelyss because of an incorrect address, failed delivery attempt, refusal, unpaid customs fees, or failure to pick up from the carrier, the client is responsible for any additional shipping fees.
Kaelyss may require signature confirmation, tracking, insurance, or other delivery protections for certain orders.
21. Shipping timelines and order delays
Estimated shipping, delivery, production, customization, and completion timelines are estimates only.
Custom and semi-custom products may require additional time due to sourcing, hair availability, product availability, preparation, customization, inspection, carrier delays, supplier delays, weather, holidays, or other circumstances outside of Kaelyss’s control.
Kaelyss will make reasonable efforts to communicate significant delays.
If Kaelyss cannot ship within a promised shipping timeframe, or if applicable law requires cancellation or refund rights for unshipped merchandise, Kaelyss will follow applicable legal requirements.
22. International orders, customs, and duties
For international orders, the client is responsible for all customs fees, duties, taxes, brokerage fees, import charges, and any other charges required by the destination country.
Kaelyss is not responsible for customs delays, customs holds, refused international packages, unpaid customs charges, or fees charged by customs authorities.
Refusing an international package does not qualify for a refund.
23. Abandoned orders and unclaimed items
Clients must pick up, complete payment for, approve shipment of, or respond regarding their order within the timeframe communicated by Kaelyss.
If a client fails to claim an item, pay the remaining balance, respond to communication, or schedule pickup within 30 days of notification, Kaelyss may charge storage, administrative, or handling fees.
If an item remains unclaimed for 90 days after notification, it may be considered abandoned. Deposits and payments may be forfeited to cover sourcing, labor, storage, materials, customization, and administrative costs.
Kaelyss is not responsible for unclaimed items after 90 days.
24. Photos, videos, testimonials, and social media
Kaelyss respects client privacy.
Kaelyss will not use a client’s identifiable before-and-after photos, videos, name, likeness, testimonial, or story for marketing purposes without consent.
If a client gives written, digital, verbal-recorded, or platform-based consent for Kaelyss to use photos, videos, testimonials, reviews, or social media content, the client grants Kaelyss permission to use that content for marketing, advertising, website, social media, portfolio, education, and promotional purposes.
Clients may request removal of future marketing use by contacting Kaelyss, but prior use already printed, published, distributed, posted, advertised, or used in campaigns may not always be removable.
Illinois recognizes a right of publicity connected to commercial use of a person’s identity, so Kaelyss should collect written or clear digital consent before using identifiable client content in marketing.
25. Website use
Clients agree not to misuse the Kaelyss website, online store, booking system, forms, checkout pages, or communications.
You agree not to:
- Use the website for unlawful purposes
- Attempt to interfere with website security
- Submit false information
- Impersonate another person
- Copy, scrape, reproduce, or misuse Kaelyss content
- Upload malicious code
- Attempt unauthorized access
- Abuse promotions, discounts, or policies
- Use the website in a way that harms Kaelyss or other users
Kaelyss may restrict access, cancel orders, or refuse service where misuse is suspected.
26. Intellectual property
All Kaelyss website content, branding, logos, product descriptions, service descriptions, photos, videos, graphics, text, educational materials, consultation materials, and other content are owned by or licensed to Kaelyss unless otherwise stated.
Clients may not copy, reproduce, modify, distribute, sell, or use Kaelyss content for commercial purposes without written permission from Kaelyss.
27. Third-party links, apps, and services
Kaelyss may use or link to third-party platforms, including payment processors, financing providers, scheduling platforms, shipping carriers, email services, SMS services, review platforms, social media platforms, or other technology providers.
Kaelyss is not responsible for the content, policies, errors, outages, data practices, fees, decisions, or actions of third-party providers.
Clients who use third-party platforms are responsible for reviewing and following those providers’ terms and policies.
28. Privacy
Kaelyss values client privacy.
Kaelyss may collect and process personal information as described in our Privacy Policy.
By using our website, booking appointments, submitting forms, communicating with Kaelyss, or purchasing products or services, clients agree to Kaelyss’s collection and use of information as described in our Privacy Policy.
Clients should not send sensitive medical information unless necessary for the requested aesthetic service or documentation.
Kaelyss is not a healthcare provider and does not maintain medical records as a medical practice.
29. No guarantee of results
Kaelyss works to provide high-quality aesthetic hair replacement products and services.
However, results vary by client and may depend on many factors, including product selection, fit, density, hair type, base type, scalp condition, client expectations, care routine, maintenance schedule, climate, activity level, and individual preference.
Kaelyss does not guarantee that any product or service will meet every personal expectation, match a photo exactly, last for a specific period of time, or create a specific emotional, social, professional, medical, or personal outcome.
30. Limitation of liability
To the fullest extent permitted by law, Kaelyss LLC, its owners, employees, contractors, service providers, and affiliates shall not be liable for indirect, incidental, special, consequential, punitive, or exemplary damages.
This includes, but is not limited to, loss of income, loss of business, emotional distress, personal dissatisfaction, loss of opportunity, reputational harm, data loss, or other indirect damages arising from products, services, appointments, website use, delays, cancellations, or client decisions.
To the fullest extent permitted by law, Kaelyss’s total liability for any claim shall not exceed the amount paid by the client for the specific product or service giving rise to the claim.
Nothing in these Terms is intended to limit liability where such limitation is not permitted by applicable law.
31. Client release and assumption of risk
By receiving services, using products, or following aesthetic recommendations from Kaelyss, the client understands that wigs, toppers, toupees, hair systems, adhesives, tapes, removers, clips, combs, styling tools, hair care products, and maintenance routines may involve normal risks, including discomfort, irritation, shedding, tangling, adhesive sensitivity, product sensitivity, fit issues, or wear-related changes.
The client accepts responsibility for disclosing relevant concerns, following care instructions, seeking medical advice when needed, and using products responsibly.
32. Indemnification
To the fullest extent permitted by law, the client agrees to indemnify, defend, and hold harmless Kaelyss LLC, its owners, employees, contractors, affiliates, and service providers from any claims, damages, losses, liabilities, costs, or expenses arising from:
- The client’s use or misuse of products or services
- The client’s breach of these Terms
- The client’s violation of any law
- The client’s failure to disclose allergies, sensitivities, or relevant concerns
- The client’s failure to follow care instructions
- The client’s improper handling, installation, removal, washing, styling, coloring, or maintenance
- The client’s unauthorized use of Kaelyss content
- The client’s chargeback, dispute, or unpaid balance where permitted by law
33. Force majeure
Kaelyss shall not be liable for delays, cancellations, inability to perform, product delays, shipping delays, appointment changes, or failure to fulfill obligations caused by circumstances beyond our reasonable control.
These circumstances may include, but are not limited to, natural disasters, severe weather, fire, flood, public health events, pandemics, labor shortages, supplier delays, carrier delays, shipping disruptions, customs delays, power outages, internet outages, government actions, civil unrest, emergencies, or other events outside Kaelyss’s control.
34. Governing law
These Terms of Service are governed by the laws of the State of Illinois, without regard to conflict of law principles.
35. Dispute resolution
Clients agree to contact Kaelyss first at contact@kaelyss.com and make a good-faith effort to resolve any concern before initiating legal action, arbitration, chargeback, or other dispute process.
If a dispute cannot be resolved informally, the parties agree to attempt mediation first, unless prohibited by applicable law.
If mediation does not resolve the dispute, disputes shall be resolved by binding arbitration under the applicable consumer arbitration rules of the American Arbitration Association, unless applicable law requires otherwise. The AAA maintains consumer arbitration rules, forms, and fee schedules for consumer disputes.
The arbitration shall take place in Cook County, Illinois, unless the parties agree otherwise or unless applicable law requires a different location or process.
Each party shall be responsible for its own attorneys’ fees and costs unless otherwise required by law or awarded by the arbitrator.
36. Class action waiver
To the fullest extent permitted by law, clients agree that disputes with Kaelyss must be resolved on an individual basis only.
Clients agree not to bring or participate in any class action, collective action, consolidated action, representative action, or private attorney general action against Kaelyss.
This section applies only to the extent permitted by applicable law.
37. Severability
If any provision of these Terms is found to be invalid, unlawful, or unenforceable, the remaining provisions shall remain in full force and effect.
Kaelyss may replace the invalid or unenforceable provision with a valid and enforceable provision that most closely reflects the original intent.
38. Changes to these Terms
Kaelyss may update these Terms of Service at any time.
The updated version will be posted on our website with a new “Last updated” date.
Continued use of the website, booking of appointments, payment of deposits, purchase of products, or use of services after changes are posted means the client accepts the updated Terms.
39. Entire agreement
These Terms of Service, together with Kaelyss’s Return, Exchange, Cancellation & Appointment Policy, Privacy Policy, Shipping Policy, invoices, booking terms, consent forms, and written order details, make up the agreement between the client and Kaelyss.
These Terms replace any prior oral or written discussions that conflict with these Terms, unless Kaelyss agrees otherwise in writing.
40. Contact information
For questions about these Terms of Service, please contact:
Kaelyss LLC
1 W Superior St, Suite 200, Loft 22
Chicago, IL 60654
Email: contact@kaelyss.com
Phone: 312-471-0725