Booking and Cancellation Policies

As a small business, we operate with limited availability and rely on scheduled appointments to manage our time and resources efficiently. This policy is designed to ensure fairness, reduce loss, and protect the sustainability of our services.

• Online bookings require a 50% deposit at the time of booking. This secures your appointment and is applied toward the total cost of your service.
• In-salon rebooking's do not require an immediate deposit, but a 50% deposit will be requested closer to the appointment date.

To confirm and hold your appointment:

• The required deposit must be paid at least 48 hours prior to your scheduled appointment time.
• If payment has not been received by the 48-hour mark, we will attempt to charge the card on your file.
• If that charge is unsuccessful, your appointment will be automatically cancelled without further notice.
   

If an appointment is cancelled due to non-payment, we are unable to hold or rebook the appointment manually. Clients must rebook online, where a new deposit will be required to secure the appointment.

• Between 12 and 48 hours’ notice of appointment start time:
  A cancellation fee of 50% of the scheduled service/s applies. 
• Less than 12 hours’ notice or non-attendance:
  A cancellation fee of 100% of the scheduled service/s applies.
   

All cancellation fees are based on the value of the original appointment booked. These fees apply regardless of the reason for reschedule/cancellation inside these policy timeframes.

Changes to the type or duration of your appointment within 48 hours of the scheduled time may be treated as a partial cancellation.

• If you reduce or change your service on short notice, you may still be charged the original booking total.
• This is due to the time and resources reserved specifically for your original service.
• We recommend reviewing your service choices ahead of time to avoid change fees.
   

While we understand that illness and emergencies can arise unexpectedly, as a small business we cannot absorb the financial impact of late changes or cancellations. 

• Our standard cancellation fees apply in all cases, including illness, emergencies, and COVID-19.
• Clients are expected to notify us as early as possible if they are unable to attend.
• This policy is applied consistently and without exception to maintain fairness for all clients.

Clients who are unwell, including with COVID-19, are not permitted to attend appointments. For the safety of our staff and clients, we reserve the right to refuse service.

• If a client attempts to attend while ill or symptomatic, they will be turned away.
• Our cancellation policy still applies in all cases, and fees will be enforced.
• This is in accordance with our duty of care and workplace health and safety obligations.
   

To maintain a safe and high-quality service environment, we do not shorten or rush treatments to accommodate late arrivals. This protects both client outcomes and staff wellbeing. Please notify us if you anticipate being late, so we can prepare accordingly.

• For services under 1 hour, if you arrive more than 10 minutes late, we will adjust your treatment to what can be completed safely within the remaining time. Please note that in most cases this will be a change of service. The full service fee of the original booking will still apply.
• For services 1 hour or longer, if you arrive more than 15 minutes late, an alternative service may be offered based on the time remaining. The full original booking fee will still apply.
• If a suitable alternative is not possible, the appointment may be cancelled, and a cancellation fee will apply.

These policies complies with the Australian Consumer Law and the guidelines issued by the Queensland Office of Fair Trading. It is in place to ensure fairness to all clients and to protect the viability of our small business.

By booking an appointment, you acknowledge and agree to the terms of this policy.