Salon & Spa Policies

Cancellation & no-show

Appointment time is reserved exclusively for you, and a late cancellation is rarely refillable. We ask for at least [48 hours] notice to change or cancel any booking.

• Cancellations with [48 hours] notice or more: no charge.
• Cancellations inside [48 hours]: [50%] of the booked service value may be charged.
• No-shows: [100%] of the booked service value may be charged, and future bookings may require prepayment.
• Bridal, group and multi-hour reservations follow an extended notice period of [14 days] due to the staffing involved.
• Genuine emergencies and sudden illness are handled case by case — please contact us as early as you can.

Late arrival

We build our schedule so that no guest is rushed. Arriving late unavoidably compresses your service or delays the guests after you.

• Please arrive [10 minutes] before your appointment, particularly for a first visit.
• Arrivals up to [15 minutes] late will be accommodated where possible, with the service shortened to protect the following appointment.
• Arrivals beyond [15 minutes] may need to be rescheduled and treated as a late cancellation.
• The full service value is charged where a service has been shortened due to late arrival.

Deposits

• A deposit of [amount or percentage] is requested for services over [duration], colour corrections, extensions, and all bridal or group bookings.
• Deposits are applied in full to the final service total.
• Deposits are transferable once, provided the appointment is moved with at least [48 hours] notice.
• Deposits are forfeited for no-shows and cancellations inside the notice period.
• Deposits may be requested for guests with [two] or more previous late cancellations.

Refunds & adjustments

Our services are personal and performed by hand, so we do not offer refunds on completed services. We do stand behind our work.

• Contact us within [7 days] if you are not happy with a service and we will book a complimentary adjustment with your original provider.
• Adjustments cover the service originally agreed at consultation; they do not cover a change of mind about the agreed look.
• Unopened, unused retail products may be returned within [14 days] with proof of purchase for exchange or credit.
• Gift cards and memberships are non-refundable and non-transferable for cash, except where required by law.

Children & additional guests

The studio is a quiet environment shared by guests who are often mid-treatment and unable to move. For everyone's comfort and safety, we ask for the following.

• Please bring only guests who are receiving a service. Seating in the lounge is limited.
• Children under [12] are welcome when they are the guest being served, accompanied by an adult who remains on site.
• Children not receiving a service cannot be accommodated on the salon floor or in treatment rooms.
• Guests under [18] require a parent or guardian to give consent for chemical, lash and body services.
• Pets other than recognised service animals cannot be admitted.

Health & safety

• Please tell us about allergies, sensitivities, skin conditions, recent procedures, pregnancy and any medication that affects skin or hair.
• Patch tests are required at least [48 hours] before first-time colour, lash and certain skincare services; we cannot proceed without one.
• If you are unwell, contagious, or running a fever, please reschedule — we will waive the late cancellation fee in these cases.
• Tools are cleaned, disinfected and sterilised between guests; single-use items are discarded after each service.
• We reserve the right to decline or stop a service where it would be unsafe, or where a contraindication is disclosed or observed.
• Personal belongings remain your responsibility; we cannot accept liability for items left on the premises.

Privacy

We collect only the information needed to deliver your service safely and to contact you about your appointments — name, contact details, service history, and any health information you choose to disclose.

• We never sell guest data and we do not share it except with providers who help us operate the business.
• Marketing messages are sent only with your consent and can be stopped at any time.
• Photography of your service is taken only with your explicit permission, and you may withdraw that permission later.
• Our full privacy notice is available on the Privacy page.

Accessibility

• Tell us about any access requirement when booking so we can allocate a suitable room, chair or basin and allow additional time.
• We welcome support workers and companions; they are always accommodated at no charge.
• Fragrance-sensitive, sensory-sensitive and quieter appointment times can be arranged on request.
• [State your step-free access, restroom and parking accessibility details here.]
• If any part of this website is difficult for you to use, please contact us and we will assist directly and correct the issue.

Service satisfaction

We would always rather hear from you than have you leave unhappy. Speak to your provider before you leave — most adjustments take only a few minutes in the moment.

If something becomes apparent later, contact us within [7 days] and we will arrange an adjustment appointment at no cost. Persistent concerns are reviewed personally by the founder.