Salon Policies

Due to the current situation with COVID-19, PLEASE RESCHEDULE YOUR APPOINTMENT if:
* You have recently travelled overseas or been in contact with with anyone that has.
* You have been in contact with anyone that has tested positive for Covid-19.
* If you or anyone in your household are feeling unwell, showing signs of cold/flu, sore throat, fever, runny nose, etc. If any of these symptoms are displayed, I will be unable to perform your treatment.
* Only the client booked is permitted in the salon. No children/friends will be permitted in the salon until further notice.


  • Bookings can be made online, via social media or by calling/texting the salon on 0456 087 274.

  • My booking system requires that you place a credit card on file to reserve your appointment time. This is just to hold a fee of 50% of your service for my cancellation policy, you will still pay as normal at the end of your service.

* You fail to give at least 24 hours notice to cancel or reschedule your appointment.
* You are more than 10 minutes late for your appointment.
* You fail to show to your appointment (no shows are required to pay the full amount of the service).
Your credit card information will not be visible to anyone and your card information is secure at all times.

  • All bookings will receive a confirmation email and text when your booking is accepted.

  • 48 hours prior to your appointment you will receive an sms and email asking you to confirm your appointment. You can confirm via either of these. Confirming your appointment is also agreeing to the terms of my cancellation policy. Unconfirmed appointments may be cancelled.

  • All appointments will also receive an SMS reminder 24 hours before your appointment time. 

  • Changes to your appointment can be made online up to 24 hours prior to your scheduled time.

  • Should you wish to add, remove or change any services to your booking where time slots are not available online, please contact me prior to your appointment and I will do everything possible to accommodate your request.

  • Certain services require a consultation and patch testing for first time clients. Please read the service descriptions when booking to see if this applies to you.

  • A parent must be present to sign consent for treatment for anyone under 18.

  • On completion of your service, post-treatment advice is given. You should agree to follow this advice as compliance with home care will enhance the benefits of the treatment received.

  • You must inform me by the beginning of your next service if you are under any new prescribed medical or over the counter oral or topical medications, supplements or have been diagnosed with any new illnesses or injuries. Failure to do so can lead to adverse reactions.

When you book your appointment, your time is reserved especially for you and no longer available to other clients.

  • 24 HOURS NOTICE IS REQUIRED if you need to reschedule or cancel your appointment. This gives me the opportunity to accommodate another client to have that appointment time.

  • Failing to give 24 hours’ notice to cancel or reschedule your appointment will result in a cancellation fee of 50% of your service. If you think your circumstances require special consideration, please contact me.

  • Rescheduling the same appointment more than twice will also result in a cancellation fee of 50% of your service.

  • If you fail to show to your appointment without notifying the salon, you will be required to pay for your service in full. Regular "No Show" offenders will not be booked again.

  • ​If you regularly fail to give less than 24 hours notice, or frequently arrive late, then full payment may be requested prior to your next service.

  • If you are booked in for multiple services and are still attending your appointment, but wish to reduce the number of services, you must also give 24 hours notice to cancel the specific service/s. Failure to do so without sufficient notice may result in a 50% cancellation fee for the specific service/s that you are wishing to cancel.

  • For appointments made within the 24 hour period, 6 hours notice is required to cancel or reschedule, or a cancellation fee of 50% of your service applies.

  • If the appointment is using a gift voucher and you fail to give 24 hours’ notice to cancel or reschedule your appointment, 50% of service charge will be deducted from the remaining value of the gift voucher.​

LATE ARRIVALS                                                         

  • Please allow for peak hour traffic, roadworks, weather, etc, so that you can experience full enjoyment of the time allocated for your service.

  • Please keep in mind that if you are running late you may have your treatment time shortened to avoid inconveniencing any clients booked in after you. You will still be charged the full service amount.

  • If you arrive later than 10 minutes, your appointment will be rescheduled to another time and the cancellation fee will also apply.

Ideally it is not suitable to have babies/children in the salon.                                                        

  • If you need to bring your baby/child, please be mindful this is at your own risk. If your child becomes a distraction for you or myself, you will be asked to book any future appointments when you are child free.       

  • Any damages caused by children will need to be paid for or replaced.

  • This policy has been implemented for their safety and also for your peace of mind and applies to children 12yrs and under. 


  • Please be considerate of mine and my family’s health. If you, or anyone in your family are unwell, PLEASE reschedule your appointment.                                                                                                                                            

  • ​If you arrive unwell please understand that I will not be able to perform your service and your appointment will be rescheduled  and the cancellation fee will apply.                                            


  • All services and product prices are inclusive of GST. 

  • Accepted payment methods are cash, credit card, paypal and bank deposit. ​

  • Prices are effective from 1st January 2020 and are subject to change without notice.

Other than as provided by consumer law, the following will apply to Kylie Hay Gift Vouchers.

  • Gift cards are redeemable at the monetary value of the service at the time of purchase. In the case where the voucher is for a service, and the price of the service has risen before the gift voucher is used, the original price will still be honoured while the voucher is within the expiry date.

  • All vouchers will have an expiry date of 3 years notated on the voucher at time of the sale.

  • Where this date has expired, the provision of the service or value is at the discretion of Kylie Hay. Where the expired voucher is for a service and the price of the service has risen, in honouring the expired voucher Kylie Hay may require the customer to pay the difference in service prices.

  • Where the expired voucher was donated by Kylie Hay, the service will not be provided.

  • Gift vouchers are not refundable.

Due to the nature of my services, I do not offer refunds or exchanges on services, packages, prepaid packages, memberships and gift vouchers.  Should you have any concerns regarding a treatment or experience at Kylie Hay, you must contact me in person or by phone and within one week of the original service. As per the Small Business and the Competition and Consumer Act. I will try and rectify the problem or redo the service free of charge within one week of you contacting me. 

Unopened products that are undamaged and in original packaging may be exchanged or refunded within 14 days of receipt of your order with proof of purchase. Opened products will not be exchanged. I do my best to provide you with the best customer service and will do my best to rectify any situation that may arise. 

Thank you for your cooperation and understanding. If you have any further questions relating to these policies please don’t hesitate to ask. I appreciate your loyalty and support and look forward to continuing to look after your brow and beauty needs.

Kylie Hay Natural Brow Specialist monitors the privacy and confidentiality of personal information and ensures compliance to all relevant legislative and moral requirements by instilling discipline in all aspects of the business. Your information will never be shared with anyone outside this establishment.
My objective is to protect and maintain the privacy, and security of your personal information in accordance with the Privacy Act 1988. The Privacy Act contains a set of standards for the handling of your personal information known as the National Privacy Principles (NPPs). Personal information collected by Kylie Hay generally comprises name, address, occupation, contact details, birth date and certain financial information. The National Privacy Principles require Kylie Hay not to store personal information longer than necessary. I am committed to the privacy and protection of your information, should you require any further information, please contact me.