Booking and Cancellation Policy

Version 1.0 – Effective Date: 01 July 2026Latest Update: 13 September 2026

Purpose of this Policy

Each appointment represents dedicated time that is reserved for you alone. When appointments are cancelled at short notice or not attended, that time cannot be filled, and I lose income that cannot be recovered. This Policy allows me to manage my schedule fairly, protect the viability of my business, and ensure that all clients receive the same high standard of service.

Making a Booking

How to Book

Appointments may be made:

• online via my website at hairbysq.com
• by telephone on 0415 680 120
• in person, or
• via my online booking platform at Client Diary (book.clientdiary.com/business/hairbysq)

Confirmation

A booking is not confirmed until you receive a confirmation message from me by email or SMS. If you do not receive a confirmation within 24 hours, please contact me, as your booking may not have been registered.

Accuracy

Please ensure your contact details are correct when booking. I send appointment reminders by SMS and email and cannot guarantee delivery to incorrect contact details.

Appointment Reminders

I will send you a reminder 48 hours before your appointment. These reminders are provided as a courtesy. Failure to receive a reminder does not reduce your obligations under this Policy.

Deposits

When a Deposit is Required

A deposit of $50 is payable to confirm your appointment.

Applying the Deposit

Deposits are applied as a credit against the total cost of your service on the day. For example, if your service costs $200 and you have paid a $50 deposit, you will pay $150 on the day.

Non-Refundable Deposits

Your deposit is non-refundable if:

• you cancel with less than 48 hours notice before your appointment;
• you do not attend your appointment (no-show);
• you arrive more than 20 minutes late without providing prior notice and I am unable to perform the full service; or
• you downgrade the service to be provided without prior notice.

Refundable / Transferable Deposits

If you cancel or reschedule with more than 48 hours notice, your deposit will be:

• applied as a credit to your rescheduled appointment, or
• refunded to your original payment method within 5 business days (at my discretion)

Cancellations

Cancellation Notice Period

I ask that you provide at least 48 hours notice if you need to cancel or reschedule an appointment. This allows me sufficient time to offer the appointment to another client.

How to Cancel

To cancel or reschedule, please contact me by:

• Phone: 0415 680 120 (during business hours).
• Email: hello@hairbysq.com.
• Online: via the cancellation link in your booking confirmation.

Cancellations via social media direct message cannot be guaranteed to be received in time. Please use the above methods.

Cancellation Outcomes

These amounts represent my standard terms. I will exercise discretion in genuine emergencies. Cancellation fees are consistent with my rights under the Australian Consumer Law, which permits businesses to charge reasonable cancellation fees where they have been published and communicated to you before booking.

No Shows

A no-show occurs when you do not attend your appointment and do not contact me prior to your appointment time. I understand that emergencies happen, and I will always try to approach no-shows with compassion. However, where no-shows are repeated or no communication is provided, I reserve the right to:

• charge a no-show fee of up to 100% of the scheduled service value;
• require full pre-payment for future bookings; or
• decline to accept future bookings from you.

If you have been charged a no-show fee and wish to dispute it, please contact me within 5 business days.

Rescheduling

I am happy to reschedule your appointment where you provide at least 48 hours notice. Rescheduling requests made with less than 48 hours notice may result in forfeiture of your deposit.

I will do my best to accommodate your preferred alternative time. Where no suitable time is available within 30 days, your deposit will be held on account for a future booking.

Business Cancellations

I will make every reasonable effort to honour your scheduled appointment. In the rare event that I need to cancel an appointment (for example, due to illness or an unforeseen emergency), I will:

• notify you as soon as possible;
• offer you the earliest available alternative appointment; or
• fully refund any deposit if you do not wish to rebook.

I will not retain any deposit or charge any fee where I have cancelled your appointment.

Late Arrivals

I ask that you arrive on time for your appointment. If you arrive late:

• I will do my best to perform as much of your service as possible within the remaining time.
• If I am unable to complete the full service, the full price remains payable.
• If you arrive more than 20 minutes late, I may need to reschedule your appointment, and your deposit may be forfeited.

Please call me if you are running late. I appreciate the communication and will always try to accommodate you.

Group and Event Bookings

For group bookings (for example, bridal parties, school formals or group events), the following additional terms apply:

• A non-refundable booking fee of $50 per person is required to confirm the booking.
• Final group numbers and service lists must be confirmed no less than 5 business days before the appointment.
• Cancellation of individual group members less than 48 hours prior to the appointment will result in forfeiture of that person’s deposit.
• Cancellation of any part of the group booking less than 48 hours prior to the appointment will result in forfeiture of all deposits and may attract a further cancellation fee.
• Cancellation of the entire group booking less than 7 days prior to the appointment will result in forfeiture of all deposits and may attract a further cancellation fee.

Special Services and Long Appointments

For colour corrections, nanoplasty treatments, extensions and other long or complex services:

• A detailed consultation may be required before the appointment is confirmed.
• A higher deposit (up to 50% of the estimated service cost) may be required.
• Cancellation of these appointments requires 72 hours notice to avoid deposit forfeiture.
• Where a customised product is purchased for the complex service (incl. hair extensions, wigs or other product necessary for the complex service) these items are non-refundable and are required to be paid in full even in the event of cancellation. Upon payment, the client will be entitled to retain the product.

Australian Consumer Law

Nothing in this Policy limits or excludes any rights you have as a consumer under the Australian Consumer Law (ACL). In particular, this Policy does not affect your rights where a service is not provided with due care and skill or where a service is not fit for the disclosed purpose.

My cancellation fees are designed to be reasonable and proportionate. If you believe a fee charged is unreasonable in the circumstances, please contact me to discuss.

Contact Us

If you have any questions about a booking, wish to cancel or reschedule, or want to discuss any aspect of this Policy, please contact me:

Phone

0415 680 120

Email

hello@hairbysq.com

Website

hairbysq.com

Hours

Tuesday 9am to 3pm, Wednesday and Thursday 9am to 5pm, Friday 9am to 3pm, Saturday by appointment only (reserved for existing clients)