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TERMS AND CONDITIONS •As a Laura’s Hair Professionals client, you agree to the following Terms and Conditions. These Terms and Conditions may be revised by Laura’s Hair Professionals from time to time. REFUNDS & RETURNS POLICY If for any reason you are not completely satisfied with your service, please email your concerns to info@laurashair.com.au so that we can resolve any problems. Alternatively, within the 24 hours you may return to the salon and have a chat with us regarding your service. All products brought back into the salon for a refund must be returned in their original state and packaging. Retail products that have been damaged, used, or tampered with will not be eligible for a refund. Due to our health and safety policy, we do not accept refunds on the following products: All headbands, clips & headpiece items. Change of mind and gift vouchers are non-refundable. Lost or stolen gift vouchers will not be replaced or refunded. We will make every effort to track down the lost item, however depending on how it was purchased, tracking across all cards is not guaranteed and Laura’s Hair Professionals will not be held liable. No change will be given after service is completed however any owing balance may be applied to future purchases. Laura’s Hair Professionals reserves the right to change these terms of use at any stage. Laura’s Hair Professionals GUARANTEE We strive to provide the best quality hair services to our clients, using the highest quality hair care products to guarantee your hair is always looking professional. Our clients are our top priority, and we aim to make sure you leave feeling satisfied with your salon experience. We take great pride in welcoming you, and making sure your experience is pleasant and relaxing. We are committed to providing you with the highest quality when it comes to our hair care and professional salon services. We know that our unique services make the difference, we have 100% guarantee on all our services at Laura’s Hair Professionals. Meaning if for any reason you are not completely satisfied with your service, please email your concerns to info@laurashair.com.au within 24 hours to further discuss any problems with the service you received. Alternatively, please drop into the salon to discuss with the manager on duty. COLLECTION OF PERSONAL INFORMATION Any personal details collected from customers is required to provide you with our products and/or services, and a high level of customer service. Communication is recorded to provide service references. We require: •Full name •Contact details including email address, address and telephone number •Date of birth •Postcode •Any other information requested on the website/app or otherwise requested by us in person or provided by you All personal information will be securely stored for future references. All bookings require a Credit Card, and this will be requested when making a booking on the website, app, in store or via phone. For our privacy policy please click here BOOKING During trading hours, we strive to deliver the best in-store experience meaning it can be difficult to monitor our phones and emails. We advise downloading our app or visit our website for all bookings, changes to bookings and appointment cancellations. At times, your appointment time may be changed by 15 mins. We will communicate this with you in advance of your appointment. We advise you to always book in advance to avoid disappointment. On Fridays & Saturdays we advise booking in 15 mins earlier than necessary to allow time for any delays. PAYMENT We may require clients to have a card on file to secure bookings, no unauthorised charges will be taken with the exceptions of our cancellation/no show policy. Any other charges will be communicated with you. 10% Sunday surcharge on services applies at Laura’s Hair Professionals. 20% Public Holiday surcharge applies at Laura’s Hair Professionals. DEPOSITS All our Keratin, Colour and event services require a 50% deposit when booking. These include but are not limited to group bookings. CANCELLATIONS | NO SHOWS Cancellations are taken online and by phone. To cancel your appointment please log into your account and select cancel or call on our phone line through business hours. If your cancellation is more than 24 hours from your start time you can reschedule on the website with no fee. WE DO NOT ACCEPT CANCELLATIONS VIA EMAIL as they are not monitored closely. Cancelling your booking prior to 24 hours: •If you cancel your booking with 24 hours+ notice of the first appointment start time you will not be charged. •Any cancellations to joint services will cancel all services if made in/under the one booking. Cancelling your booking within 24 hours: •If you cancel your booking within 24 hours of the first appointment start time, you will incur a $30 cancellation fee per service cancelled. The fee will automatically be deducted from your card on file. •Any cancellations to joint services will cancel all services if made in/under the one booking. No shows: •If you do not show up for your booking, you will incur a $30 no show fee per service missed. The fee will be automatically deducted from your card on file. •Any no shows to joint services will cancel all services if made in/under the one booking. •Note: 3 no-shows will result in payment upfront for future bookings. If you do not have a card on file and cancel/no show in the 24-hour window, you will be emailed the invoice to be paid. If the charged card on file continues to fail, you will be required to pay any outstanding monies owed upon your next visit. RESCHEDULING Rescheduling your booking prior to 24 hours: •If you reschedule your booking 24 hours+ of the first appointment start time you will not be charged. •Any rescheduled appointments to joint services will reschedule all services if made in/under the one booking. Rescheduling your booking within 24 hours: •If you reschedule your booking within 24 hours of the first appointment start time you will incur a $30 cancellation fee per service cancelled. The fee will automatically be deducted from your card on file. •Any rescheduled appointments to joint services will reschedule all services if made in/under the one booking. ARRIVALS | BOOKING TIMES We recommend arriving 5 minutes before your appointment is scheduled. This gives you and your stylist ample time to choose the right style for you. Late arrivals, if more than 10 mins late to your appointment: •You may incur an extended wait time. •You may be offered a dry style which will still result in full payment of the booking; •You may be cancelled which will incur a $30 no show/cancellation fee per service. The fee will automatically be deducted from your card on file. PARKING Please allocate enough time to park, if you are more than 10 minutes late, our late arrivals conditions apply. VOUCHERS/GIFT CARDS If you wish to make a booking and your payment method is a gift card, you will still need to add a card on file to secure the booking. Gift cards are non-refundable. All gift cards have a 3-year expiry date from the date of purchase. Gift cards must be presented at time of service. All transactions are processed in the store only in AUD. They cannot be exchanged for cash and cannot be used to purchase other gift cards. Laura’s Hair Professionals is not responsible for lost, stolen, damaged or unauthorised use of gift cards. Lost or stolen gift cards will not be replaced or refunded. No change will be given after service is completed. Any leftover balance may be applied to future purchases. Gift cards will not be accepted if damaged, defaced, or copied. Vouchers/promo vouchers are not a gift card. Vouchers will have their individual T&Cs depending on the promotion. REQUESTS We try our best to give you the best service by the stylist/artist you have requested. If however, your selected team member is running behind, this may delay your appointment or you will have the option to select another stylist/artist. If your requested service provider is no longer available, we will inform you as soon as possible. PRICING Prices and services are subject to change without notice to the customers. ORDERS & DELIVERIES Orders are usually shipped within 24 hours so long as your order is made before 12:00pm (Australian Eastern Time GMT +10:00) and products are in stock Mon – Fri (weekends & public holidays excluded). Regular postage can arrive between 1-6 working days depending on your location. Express post can arrive the next business day (subject to Australia Post terms and conditions). Aerosol cans MUST be regular postage. If you feel your order has had ample time to be delivered but has not arrived, please contact us immediately. We can track all orders within Australia. NB – If you have an error in your order, please contact us immediately and we will do our best to rectify the problem. Contact email info@laurashair.com.au SOCIAL MEDIA The team at Laura’s Hair Professionals love hearing from you via Instagram, Facebook and on Google. Social media is a great place to share your experiences, opinions and thoughts on our work in general, and an excellent way to communicate with the Laura’s Hair Professionals team. Feel free to participate in any way to give us some feedback and any request to make Laura’s Hair Professionals the best it can be. We will also use social media to provide you with updates and news about the salon and communicate with our clients on promotions and events. We aim to answer anything you post within 48 hours. Any and all photos and posts are part of Laura’s Hair Professionals, and we hold all the rights to the images. These images may be used for marketing or advertising purposes. COMMUNICATION Laura’s Hair Professionals uses recognisable information for communication, such as EDMs and account information. We may also use this information for other purposes, including promotional emails. If at any time a client wishes not to receive such mail, they can choose to opt out by logging into the online profile via our website or app. Clients can unsubscribe from texts and email messages at any time, please note in doing so, you may not receive confirmation or cancellation texts or emails. Notifications: If you book your service outside of 48 hours of the service start time you will receive a confirmation text this text will give you the chance to respond to confirm or cancel your appointment before the 24-hour deadline. If you have unsubscribed, you will no longer receive these messages. To resubscribe you can log into your profile and change the settings. HEALTH It is the client’s responsibility to inform the service provider if they have any skin conditions or allergies. Refusal of service will occur if we discover head lice in the hair. CHILDREN AT THE SALON We welcome children and understand your children need to be with you or may be having a service themselves. However, please be aware it is important that your child remains sitting near you at your station, or in the waiting area. Items such as hot tongs, hot irons, products and other items can be dangerous and harmful to your child(ren). Our stylists are not responsible for your child's safety, it is up to you to keep an eye on them. TERMINATION We may suspend or terminate your account or your use of our website and app at any time. You are personally liable for any orders that you place or charges that you incur prior to termination. We reserve the right to change, suspend, or discontinue all or any aspect of this website at any time without notice. Please note that terminating an account will lose all client information, all appointment history and any outstanding credit/packs/gift cards. SERVICE When booking your appointment please revert to our hair length guide to select the appropriate option to allocate the correct amount of time. Short is a standard length not a standard style. If you have medium, long, extra-long or thick hair, please use our hair length guide to assist with booking. If you do not book the correct service, this may result in a refusal of your service or a dry style and will be charged at the full cost. Wanting ‘waves/curls’ but they struggle in your hair? We advise you wash your hair the night before if they drop easily with your hair type, as it will hold for longer. By agreeing to your consultation, you are agreeing to have the services required to achieve your desired look. No refunds will be provided if the new look/style you have chosen does not, in your opinion, 'suit you’. Clients are not to complete their own hair in the salon and are not permitted to use any of the salon’s tools.

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