Kylie Hay Beauty And Brow | Salon Policies
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SALON POLICIES

BOOKING POLICY

By booking an appointment, you are agreeing to all policies, including my cancellation policy.

Bookings can be made online, via social media or by calling/texting the salon on 0456 087 274.​​​ (Please note: Due to the number of spam/scam calls I receive, I no longer answer the phone if it is an unrecognised number. If you would like a callback, please leave a voicemail or text stating you would like me to return your call, and I will respond as soon as possible. Alternatively, you can text me any enquiries and I will reply at my earliest convienience).

When booking online, you will be required to place your credit card on file to reserve your appointment time. This places a holding fee of 50% of your service. Your card details are safe and secure, and your credit card will not be charged if you attend your appointment.

THE HOLDING FEE IS ONLY PAYABLE IF:

* 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).

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  • All bookings will receive an email and text when your appointment is accepted. Please read this email as it contains important information including my cancellation policy, address, etc.

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

  • 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.

  • 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.

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BOOKING FEES

Some services require a booking fee to secure your appointment time.

  • Your appointment is not secured until this fee is paid.

  • The booking fee will be deducted from the total cost of your service on the day of your appointment. If this fee was for a consultation, and you decide not to go ahead with the service, this fee will be refunded on the day of the consultation.

  • Booking fees are non refundable if your appointment is cancelled or changed without giving 24 hours notice, if you fail to show for your appointment or if you are more than 10 minutes late to your appointment.

  • Booking fees may be transferred to another appointment time if more than 24 hours notice is given.

  • If you prefer not to book online, you will receive an invoice with the booking fee amount to be paid prior to your service.​

 

CONFIRMING YOUR APPOINTMENT & COURTESY REMINDERS

  • A confirmation request is sent out 48 hours prior to your appointment via text message. Please confirm your appointment via the link in the text.

  • If bookings are not confirmed within 6 hours of the scheduled appointment time, I will reach out to you. If no contact is made with me, and your appointment is not confirmed at least an hour prior to the scheduled time, your appointment may be cancelled and cancellation fees will apply.

  • Confirming your appointment is also agreeing to the terms of my cancellation policy.

  • Changes to your appointment can be made online up to 24 hours prior to your scheduled time. You can do this via the link in your initial email or text, or the confirmation request text or email.

  • Reminder texts are sent out 24 hours prior to your appointment time as a courtesy. Changes can no longer be made after receiving this reminder and cancellation fees will apply after this time. 

  • Confirmation and reminder texts come from a no reply number. THIS IS NOT MY NUMBER! Please do not reply to these messages as they will not be seen. Either use the links in your confirmation/reminder messages to make any changes yourself online, or call/text 0456 087 274. It is a good idea to rename and save these under "KYLIE HAY Reminders" or similar so as to not get confused.

  • Please understand, that it is your responsibility to remember your appointment date and time to avoid any fees for being late or missing your appointment.


CANCELLATION POLICY 

24 HOURS NOTICE IS REQUIRED to cancel or make any changes to your appointment. I am dedicated to my clients and their needs, however last minute cancellations and no-shows greatly affect my business.

PLEASE NOTE: Any cancellation fees are automatically charged by my booking system. Should your card on file be expired, or not on file, an invoice will be sent to you.

If a cancellation fee goes unpaid, all future appointments will be cancelled and you will no longer be able to book any appointments in the future.

  • I understand that there may be circumstances where you need to cancel or reschedule your appointment. I kindly ask that you give a minimum of 24 hours notice if you need to change or cancel your appointment so that I can adjust my schedule to accommodate other clients.

  • Failing to give 24 hours notice to cancel or reschedule your appointment will result in a cancellation fee of 50% of your service. This will need to be completed prior to your next appointment. You will not be able to book a new appointment until this fee is paid.

  • If you reschedule the same appointment more than twice, I will require 50% of the service to be prepaid prior to booking any future appointments.

  • If your service is prepaid, or part of a package, a cancellation fee of 50% of the original full service price will apply.

  • ​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. I also reserve the right to discontinue services with clients who regularly cancel/reschedule their appointments without providing 24 hours notice.

  • 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.​​​

  • All clients will be given one grace appointment per year for last minute changes or cancellations inside the 24 hour period.

 

SICKNESS RELATED CANCELLATIONS

  • Please be considerate of mine and my family’s health. It is just common sense to stay at home if you aren't feeling well! As I work in close proximity to you, I kindly ask that if you have COVID-19, or are feeling unwell or showing signs of cold or flu, runny nose, cough, sore/scratchy throat, shortness of breath, fever, chills, nausea, upset stomach, recent loss of taste or smell, headache, etc, to please reschedule your appointment promptly. If any of these symptoms are displayed at your appointment, I will be unable to perform your treatment. Your appointment will be rescheduled and you will be charged the cancellation fee. Please wait until symptoms have gone to make another booking​.

  • If you do need to cancel or change your appointment within 24 hours due to ANY sickness, including COVID-19, you will be charged 50% of your service. You will be given up to 4 weeks to reschedule this appointment, but will need to wait at least 5 days after your symptoms have gone to make sure you are not contagious. You will be credited your cancellation fee when you attend your rescheduled appointment.

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NO SHOWS

  • No shows are unacceptable, and I have plenty of courtesy text and email confirmations/reminders in place to remind you that your appointment is coming up.

  • No call no shows will be charged the full amount of the service.

  • You may also be blacklisted from booking with me again.

  • My no show terms are non-negotiable and are at my discretion.

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LATE ARRIVALS

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

  • If you are running late to your appointment, please let me know as soon as possible. Call or messsage me on 0456 087 274 or facebook as soon as you know you may be running late so I can let you know whether you will need to reschedule. 

  • Please keep in mind that if you are running late, you may have your treatment time shortened and the full service amount will still be charged.

  • If you arrive later than 10 minutes without contacting me, your appointment will need to be rescheduled to another time and the cancellation fee will also apply. This is to avoid inconveniencing any clients booked in after you. 

  • If I do not hear from you 10 minutes or more into your scheduled appointment time, you will be considered a "no-show" and you will be charged for your service in full. 

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GUESTS & CHILDREN

  • Due to insurance and safety reasons, I am unable to to have children/babies in the salon, so I kindly ask that clients attend their appointments alone.   

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

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PARKING

  • Feel free to park in the driveway if it is available. Parking is also available on the street. Please do not park opposite any other parked vehicles, as this compromises access for residents and emergency vehicles. If there are cars parked out the front of my house, still come to the door as it may just be cars from neighbouring houses.

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PAYMENT OPTIONS

  • All services and product prices are inclusive of GST, credit card fees, etc.

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

  • Prices are effective from 1st January 2022 and are subject to change without notice.

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BROW MAINTENANCE POLICY (BROW CLIENTS ONLY)

The brow repair program requires a serious commitment to regular maintenace sessions to get the best possible outcome for your brows.

Clients should consider the time and financial commitment before commencing the brow program.​

  • Your first maintenance appointment is scheduled 2 weeks after your design. This is non negotiable. I need to be able to asses the growth rate of your brows in this 2 week period to determine the frequency of your future follow up appointments. 

  • Maintenance appointments will be fortnightly, unless otherwise agreed.

  • If you need to reschedule your maintenance appointment, you can do so within 5 days. Anything after 5 days will need a longer appointment time and the extended maintenance service will need to be booked.

  • Where clients regularly reschedule appointments that exceed more than 2 weeks, or our personalised agreed schedule, they may be required to book a further brow design before the program can continue.

  • Regularly cancelling maintenance appointments altogether may result in the program being terminated. 

  • Brows left longer than 6 weeks will require a redesign at the full brow design price.

  • If you have pre purchased a brow starter package or a maintenance package, the cancellation policy still applies.​

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