Cancellations, Rescheduling, No-Shows and Late Arrivals
Please note: this is a summarised version of our Cancellation, Rescheduling, No Show and Late Arrival policy. To view the full policy document please click here.
More than 48 hours' notice is required to cancel or reschedule without the request being treated as a late change. A no-show is charged at the full booked appointment price.
Giving notice
The 48-hour period is calculated in calendar hours from the scheduled appointment time and includes weekends and public holidays. Notice is effective when the request is received through our booking system or by phone, SMS or email.
Clients should retain their cancellation or rescheduling confirmation. If confirmation is not received within a reasonable period, please contact us again to ensure the request has been received.
Cancelling more than 48 hours before an appointment
A client may cancel by providing more than 48 hours' notice. The appointment will be released, but the deposit paid for the booking will be retained and will not be transferred to another appointment.
Cancelling within 48 hours
A cancellation received within 48 hours of the appointment is a late cancellation. The deposit will be forfeited.
Where a late cancellation causes significant additional loss or disruption, we may also charge an additional late-cancellation fee of up to $100. This fee is not imposed automatically. We may reasonably consider:
the length and value of the appointment reserved;
the notice provided and whether the time could reasonably be offered to another client;
preparation or administrative work already completed;
direct loss caused by the late cancellation; and
the client's history of late cancellations or rescheduling.
The forfeited deposit and any additional late-cancellation fee combined will never exceed the full price of the booked appointment.
Rescheduling an appointment
If a client reschedules more than 48 hours before the appointment, the existing deposit will be transferred to the replacement appointment. The replacement remains subject to availability, current pricing, treatment suitability and service requirements.
A rescheduling request received within 48 hours is a late change. The existing deposit will be forfeited and a new deposit must be paid before the replacement appointment is confirmed.
An additional fee is not ordinarily charged solely because an appointment is rescheduled. However, the discretionary fee described above may apply where the late change causes significant additional loss or disruption. Total charges remain capped at the full booked appointment price.
Changing the services booked
Removing a service, substantially reducing the appointment duration or changing to a lower-priced service may affect time reserved specifically for the client. If requested within 48 hours, the removed or reduced portion may be treated as a late cancellation. Any charge will be reasonable in the circumstances and will not exceed the price of the services originally booked.
Adding or changing a service is subject to artist availability, appointment duration, treatment suitability and any additional deposit required.
Repeated rescheduling
Transferring a deposit once does not create an unlimited right to repeatedly move an appointment. Where repeated rescheduling materially disrupts our schedule, we may:
decline a further change;
require a new deposit before moving the appointment again;
require partial or full prepayment for a future appointment; or
decline to accept future bookings.
We will notify the client before applying an additional booking requirement. Any deposit already held will be dealt with under the terms applicable to the cancellation or rescheduling request.
Extenuating circumstances
We may make a case-by-case exception for a genuine, unexpected and serious circumstance outside the client's reasonable control, such as sudden serious illness, accident, hospitalisation, bereavement, an official emergency or unsafe travel conditions.
Depending on the circumstances, we may waive an additional fee, transfer a deposit or offer another reasonable arrangement. We may request enough information to assess the request, but will not require more personal or medical information than is reasonably necessary.
An exception is not automatic. An exception granted on one occasion does not create an entitlement to the same outcome on another occasion. Requests will be considered honestly, reasonably and consistently.
What is a no-show?
A client will be treated as a no-show if they do not attend and have not cancelled or rescheduled in accordance with this policy, or if they arrive or make contact only after so much reserved time has passed that the service can no longer be completed safely and properly.
A client who contacts us before or shortly after the scheduled start time will not automatically be treated as a no-show. We will first consider whether the appointment can reasonably proceed under the late-arrival provisions below.
No-show charges and future bookings
A no-show client will be charged the full price of the booked service or services. Any deposit already paid is credited toward that total and is not added on top of it.
Where separately authorised by the client and permitted by our payment provider, we may charge the outstanding balance to the payment method held for the booking. Otherwise, we may issue an invoice or payment request. The outstanding balance must be paid before another appointment is confirmed.
After a no-show, we may require partial or full prepayment for a future appointment or decline to accept a future booking. The extenuating-circumstances provisions also apply to no-shows.
Late arrivals
Please contact us as soon as possible if you expect to be late. We are not required to extend an appointment beyond its scheduled finish time, as doing so may delay other clients or compromise the time required to perform the service safely and properly.
We will consider the service booked, the time remaining, treatment safety, preparation requirements and appointments scheduled afterwards.
Shortened or modified appointments
If the booked service can still be completed safely and to an appropriate standard, we may shorten or modify the appointment to fit the time remaining. The full price of the original appointment remains payable because the appointment time was reserved for the client.
If part of a service cannot be completed because of the client's late arrival, we are not required to provide the omitted part at a later date without further charge.
When a late arrival prevents treatment
If the client arrives or contacts us but there is not enough time remaining to perform the service safely and properly, the appointment may be cancelled and treated as a late cancellation. The deposit will be forfeited, and the discretionary additional fee may apply where the delay causes significant additional loss or disruption. The deposit and additional fee combined will not exceed the full booked appointment price.
If the client does not attend or contact us and the remaining time becomes insufficient for the service to proceed, the booking will be treated as a no-show.
Forms, preparation and readiness
Clients must arrive ready for their appointment and complete required forms, disclosures and preparation within the time requested. Delays caused by incomplete forms, late disclosure of relevant information, makeup removal or failure to follow preparation instructions may be treated as a late arrival.
A service may be shortened, postponed or refused where the remaining time or the client's preparation affects treatment safety, suitability or our ability to perform the service properly.
Studio delays, cancellations or rescheduling
A client will not be penalised for a delay caused by the studio. Where practical, we will preserve the client's full treatment time. If this is not reasonably possible, we will offer an appropriate adjustment or replacement appointment without applying a client cancellation, no-show or late-arrival charge.
If we cancel or reschedule an appointment, the client will not forfeit their deposit or incur a cancellation fee because of that studio-initiated change. We will ordinarily offer a replacement appointment or transfer amounts already paid.
Australian Consumer Law
Where we cannot provide a service within an agreed or reasonable time, the client's rights under Australian Consumer Law will apply. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified.