Cancellations, Rescheduling and No Shows
3. Cancellations, Rescheduling, No-Shows and Late Arrivals
3.1 Required notice
Clients must provide more than 48 hours’ notice to cancel or reschedule an appointment without it being treated as a late change.
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 the studio’s booking system or through one of the following contact methods:
Phone or SMS: 0435 660 902
Email: admin@allureink.com.au
Clients should retain their cancellation or rescheduling confirmation. If confirmation is not received within a reasonable period, the client should contact the studio again to ensure the request has been received.
3.2 Cancellations made more than 48 hours before an appointment
A client may cancel an appointment 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.
The deposit consequences are further explained in the Booking Deposits Policy.
3.3 Cancellations made within 48 hours
A cancellation received within 48 hours of the scheduled appointment time is a late cancellation. The deposit will be forfeited.
Where a late cancellation causes significant additional loss or disruption, the studio may also charge an additional late-cancellation fee of up to $100. This additional fee is not intended to be imposed automatically. In deciding whether a fee is appropriate and the amount charged, the studio may reasonably consider:
● The length and value of the appointment reserved
● The amount of notice provided
● Whether the appointment could reasonably be offered to another client
● Preparation or administrative work already completed
● Direct loss caused by the late cancellation
● The client’s history of late cancellations or rescheduling
The forfeited deposit and additional late-cancellation fee combined will never exceed the full price of the booked appointment.
3.4 Rescheduling with more than 48 hours’ notice
If a client requests to reschedule more than 48 hours before the scheduled appointment time, the existing deposit will be transferred to the replacement appointment.
The replacement appointment is subject to availability. Prices, treatment suitability and service requirements applicable to the replacement appointment will be confirmed when it is booked.
3.5 Rescheduling within 48 hours
A rescheduling request received within 48 hours of the scheduled appointment time is treated as a late change. The existing deposit will be forfeited, and a new deposit must be paid before the replacement appointment is confirmed.
An additional late-cancellation fee will not ordinarily be charged solely because an appointment is rescheduled. However, the studio may apply the additional fee described in section 3.3 where the late change causes significant additional loss or disruption. The combined charges remain capped at the full booked appointment price.
3.6 Changes to services within an appointment
Removing a service, substantially reducing the appointment duration or changing to a lower-priced service may affect time that was reserved specifically for the client.
If the client requests such a change within 48 hours, the removed or reduced portion may be treated as a late cancellation. Any amount charged will be reasonable in the circumstances and the total cancellation charges 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.
3.7 Repeated rescheduling
Transferring a deposit once does not create an unlimited right to repeatedly move an appointment. Where repeated rescheduling materially disrupts the studio’s schedule, the studio may:
● Decline a further change
● Require a new deposit before moving the appointment again
● Require partial or full prepayment for a future appointment
● Decline to accept future bookings
The studio will notify the client before applying an additional booking requirement. Any deposit already held will be dealt with under the terms applicable to the client’s cancellation or rescheduling request.
3.8 Extenuating circumstances
The studio may make a case-by-case exception where a client experiences a genuine, unexpected and serious circumstance outside their reasonable control. Examples may include sudden serious illness, accident, hospitalisation, bereavement, an official emergency or conditions that make travel unsafe.
Depending on the circumstances, the studio may waive an additional fee, transfer a deposit or offer another reasonable arrangement. The studio may request sufficient information to assess the request but will not require more personal or medical information than is reasonably necessary.
An exception is not automatic, and an exception granted on one occasion does not create an entitlement to the same outcome on another occasion. The studio will consider requests honestly, reasonably and consistently.
3.9 What is a no-show
A client will be treated as a no-show if they:
● Do not attend their scheduled appointment and have not cancelled or rescheduled it in accordance with this policy; or
● Arrive or make contact only after so much of the reserved appointment time has passed that the booked service can no longer be completed safely and properly.
A client who contacts the studio before or shortly after the scheduled start time will not automatically be treated as a no-show. The studio will first consider whether the appointment can reasonably proceed under the late-arrival provisions below.
3.10 No-show charges
A no-show client will be charged the full price of the booked service or services. Any deposit already paid will be credited toward the full appointment charge and will not be added on top of it.
Where separately authorised by the client and permitted by the studio’s payment provider, the studio may charge the outstanding balance to the payment method held for the booking. Otherwise, the studio may issue an invoice or payment request. Any outstanding no-show balance must be paid before another appointment is confirmed.
After a no-show, the studio may require partial or full prepayment for a future appointment or may decline to accept a future booking. The extenuating-circumstances provisions in section 3.8 also apply to no-shows.
3.11 Late arrivals
Clients should contact the studio as soon as possible if they expect to be late. The studio is 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.
The studio will assess a late arrival having regard to the service booked, the amount of appointment time remaining, treatment safety, preparation requirements and appointments scheduled afterwards.
3.12 Shortened or modified appointments
If the booked service can still be completed safely and to an appropriate standard, the studio 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.
Where part of a service cannot be completed because of the client’s late arrival, the studio is not required to provide the omitted part at a later date without further charge.
3.13 When a late arrival prevents the service proceeding
If the client arrives or contacts the studio 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 studio may apply the additional fee described in section 3.3 where the late arrival causes significant additional loss or disruption. The forfeited deposit and additional fee combined will not exceed the full price of the booked appointment.
If the client does not attend or contact the studio and the remaining appointment time becomes insufficient for the service to proceed, the booking will be treated as a no-show under sections 3.9 and 3.10.
3.14 Forms, preparation and readiness
Clients must arrive ready for their appointment and complete required forms, disclosures and preparation within the time requested by the studio. A delay caused by incomplete forms, late disclosure of relevant information, removal of makeup or failure to follow appointment preparation instructions may be treated as a late arrival.
The service may be shortened, postponed or refused where the remaining time or the client’s preparation affects treatment safety, suitability or the studio’s ability to perform the service properly.
3.15 Delays caused by the studio
A client will not be penalised for a delay caused by the studio. Where practical, the studio will preserve the client’s full treatment time. If that is not reasonably possible, the studio will offer an appropriate adjustment or replacement appointment without applying a client cancellation, no-show or late-arrival charge.
3.16 Changes initiated by the studio
If the studio needs to cancel or reschedule an appointment, the client will not forfeit their deposit or incur a cancellation fee because of the studio-initiated change. The client will ordinarily be offered a replacement appointment or transfer of amounts already paid.
Where the studio cannot provide the service within an agreed or reasonable time, the client’s rights under Australian Consumer Law will apply.
3.17 Statutory rights
Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified, including rights available under Australian Consumer Law.