PLEASE READ BEFORE BOOKING
SALON POLICIES
BOOKING POLICY
By booking an appointment with Kylie Hay Beauty and Brow, you acknowledge and agree to the salon policies, including the cancellation and no-show policies outlined below.
Appointments can be booked online, via social media, or by calling or texting the salon on 0456 087 274.
Please note: Due to the high volume of spam calls, I generally do not answer calls from unrecognised numbers. If you would like a callback, please leave a voicemail or send a text message with your enquiry, and I will respond as soon as possible.
SECURING YOUR APPOINTMENT
When booking online, you'll be required to securely provide your credit card details to reserve your appointment. Your card will not be charged when you attend your appointment as scheduled.
A cancellation fee equivalent to 50% of your booked service value may be charged if you:
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Cancel or reschedule with less than 24 hours' notice.
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Arrive more than 10 minutes late.
Failure to attend your appointment without notice (no-show) will result in a charge of 100% of the booked service value.
Cancellation and no-show fees are applied in accordance with the salon's cancellation policy.
APPOINTMENT CONFIRMATIONS & REMINDERS
A confirmation request will be sent via text message 48 hours before your scheduled appointment. Please confirm your attendance using the link provided.
If your appointment remains unconfirmed within 6 hours of your scheduled appointment time, I may contact you directly. If I am unable to reach you and your appointment remains unconfirmed at least 1 hour before your scheduled time, your appointment may be cancelled and cancellation fees may apply.
By confirming your appointment, you also acknowledge and agree to the salon's cancellation policy.
Courtesy reminder texts are sent 24 hours before your appointment. Please remember that it is your responsibility to keep track of your appointment date and time, regardless of whether a reminder is received.
Making changes to your appointment
You can cancel or reschedule your appointment online up to 24 hours before your scheduled time using the link in your booking confirmation email or text message.
Confirmation and reminder messages are sent from an automated number that cannot receive replies. If you need assistance or wish to make changes directly, please contact me on 0456 087 274.
Tip: Save the automated number in your contacts as “Kylie Hay Reminders” so you can easily recognise future messages.
CANCELLATION & RESCHEDULING POLICY
As a boutique, appointment-only salon, time is reserved specifically for you. Late cancellations and missed appointments can be difficult to fill at short notice, resulting in lost appointment time.
A minimum of 24 hours' notice is required to cancel, reschedule or makechanges to your appointment.
Cancellations or rescheduling requests made with less than 24 hours' notice may incur a fee of 50% of the booked service value. Any outstanding cancellation fees must be paid before further appointments can be booked. Unpaid fees may result in the cancellation of future appointments or refusal of future bookings.
Additional Cancellation Conditions
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Repeated rescheduling: If the same appointment is rescheduled more than twice, a 50% prepayment of the service value will be required when booking future appointments.
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Prepaid services and packages: Where a service has been prepaid or forms part of a package, a cancellation fee equivalent to 50% of the original full service price will apply.
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Frequent cancellations or late arrivals: Clients who repeatedly cancel or reschedule with less than 24 hours' notice, or frequently arrive late, may be required to pay the full service amount in advance. I also reserve the right to discontinue services where these issues occur regularly.
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Changes to multiple-service bookings: If you have booked multiple services but wish to remove one or more while keeping the appointment, at least 24 hours' notice is required. Changes made with less than 24 hours' notice may incur a cancellation fee of 50% of the value of the cancelled services.
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Appointments booked within 24 hours: For appointments made less than 24 hours in advance, a minimum of 6 hours' notice is required to cancel or reschedule. Failure to provide sufficient notice may incur a fee of 50% of the booked service value.
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Gift vouchers: Where an appointment is being paid for using a gift voucher, cancellations or rescheduling with less than 24 hours' notice will result in a cancellation fee equivalent to 50% of the booked service value, deducted from the remaining voucher balance.
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Annual grace appointment: Each client is entitled to one grace appointment per calendar year for a cancellation or rescheduling request made within the 24-hour cancellation period.
Please contact me as soon as possible if you need to change your appointment.
SICKNESS RELATED CANCELLATIONS
Please be considerate of my health, my family's health and the wellbeing of other clients by not attending your appointment if you are unwell.
If you are experiencing symptoms of a cold, flu, COVID-19 or any other potentially contagious illness, please contact me as soon as possible to reschedule your appointment.
As I work in close proximity to clients, I reserve the right to decline or discontinue a service if you arrive displaying symptoms of illness.
Cancellations due to illness
I understand that illness can arise unexpectedly. However, cancellations made with less than 24 hours' notice due to illness may incur a cancellation fee of 50% of the booked service value.
Where a cancellation fee has been charged due to illness, the amount paid will be credited towards your rescheduled appointment, provided the appointment is rebooked and attended within four weeks of the original appointment date.
Please ensure you are feeling well and are no longer experiencing symptoms of a potentially contagious illness before attending your appointment.
If you are unsure whether you should attend, please contact me beforehand. I reserve the right to reschedule an appointment if I believe there may be a risk to my health or the wellbeing of others.
NO-SHOW POLICY
Failure to attend your scheduled appointment without providing notice will result in a no-show fee of 100% of the total booked service value.
As appointment times are reserved specifically for you, missed appointments result in lost time that cannot always be offered to another client.
Any outstanding no-show fees must be paid before further appointments can be booked. Repeated no-shows may result in future bookings being declined.
If you are unable to attend your appointment, please contact me as soon as possible.
LATE ARRIVALS
Please arrive on time for your scheduled appointment. If you are running late, please contact me as soon as possible on 0456 087 274 or via Facebook Messenger.
Late arrivals may result in your treatment time being shortened to avoid impacting subsequent appointments. The full booked service price will still apply.
If you arrive more than 10 minutes late, I may be unable to accommodate your appointment, and it may need to be rescheduled. In these circumstances, a fee of 50% of the booked service value may apply.
If you are more than 10 minutes late and have not contacted me, your appointment may be considered a no-show, and the full no-show fee of 100% of the booked service value will apply.
Please understand that contacting me when running late does not guarantee that your appointment can be accommodated.
GUESTS & CHILDREN
To maintain a safe, comfortable and relaxing salon environment, I kindly ask that clients attend their appointments alone.
As the salon has limited space, additional guests, including friends and partners who are not receiving a service, cannot be accommodated.
Clients attending together who are both booked in for treatments are welcome.
Unfortunately, babies and children aged 12 years and under are not permitted in the salon due to safety and insurance considerations.
An exception may be made where a parent or guardian is required to attend with a minor for consent purposes. Please arrange this with me prior to your appointment.
PARKING
Complimentary parking is available in the driveway when space permits. Alternatively, street parking is available nearby.
When parking on the street, please be considerate of neighbouring properties and avoid parking directly opposite other parked vehicles, as this can restrict access for residents and emergency vehicles.
If you notice vehicles parked outside the salon when you arrive, please don't assume I'm with another client. These may belong to neighbours, so you're welcome to come straight to the door at your scheduled appointment time.
PAYMENT OPTIONS
Payment can be made by cash, credit card, bank transfer or PayID at the completion of your appointment. PayPal is also available if required.
All advertised service prices include GST and applicable credit card processing fees.
Service prices are subject to change. The price confirmed at the time of booking will be honoured for that appointment.
BROW MAINTENANCE POLICY
Brow clients only
Achieving and maintaining beautiful, well-shaped brows requires consistency and commitment, particularly for clients undertaking a brow repair or regrowth program.
To achieve the best possible results, please familiarise yourself with the following maintenance requirements.
Initial Maintenance Appointment
Your first brow maintenance appointment should be scheduled approximately two weeks after your initial brow design. This appointment is particularly important, as it allows me to assess early regrowth and make any necessary adjustments.
Ongoing Brow Maintenance
Brow maintenance appointments are generally required every two weeks unless an alternative schedule has been recommended.
If you need to reschedule, please aim to book your next appointment within five days of your original appointment date. Longer intervals may require an extended maintenance appointment to allow sufficient treatment time.
Missed or Delayed Maintenance
Repeatedly exceeding your recommended maintenance schedule may affect your brow progress and could result in a new brow design being required.
If more than six weeks have passed since your last brow appointment, a new brow design will be required at the full brow design price.
Repeated cancellations or failure to maintain the recommended appointment schedule may result in your brow repair programme being discontinued.
Prepaid Brow Packages
All prepaid brow design and maintenance packages remain subject to the salon's cancellation and rescheduling policies.
Your commitment to regular maintenance plays an important role in achieving the best possible results for your brows.
Thank you for taking the time to familiarise yourself with my salon policies. Your understanding and cooperation are greatly appreciated.