refunds, services, Returns, adjustments, + salon Policies

---

ADJUSTMENTS + COMPLAINTS POLICY  

At Zen we are committed to the happiness of our clients. 

We love to see our clients leave the salon loving their New Fresh Hair, but if you are NOT feeling the love at all, simply just let us know within 2 weeks of your appointment by calling our salon reception and ask for the floor manager or one of the owners so that they can listen to your concerns and then organise whats needed to make the adjustments to get you back in love - ALL complimentary. 

 - This does not cover a simple change of mind or that your husband, daughter, friend or dog doesn't like it LOL -

For any reason you do not wish to call we have a direct email to management that by-passes our team so you know it will reach us without interruption and confidentially. Please email management@zenhair.au

We are dedicated to provide an open safe space for you to come back to us whenever is needed to make the adjustments or letting us know whats not right, we provide great hair and that’s how you should be feeling every time. 

BOOKING, CANCELLATION + RESCHEDULING POLICY 

At Zen Hair, we strive to provide delightful, personalised hair experiences. To ensure we can continue to serve you effectively, we’ve updated our booking and deposit policy.

Why This Policy Matters

Last-minute cancellations and no-shows significantly impact our small business and dedicated team. Each appointment slot is reserved for you, and filling these gaps at short notice is challenging. This policy helps us manage our schedule and support our team.

New Deposit Policy

• Rebooked at Appointment: $50 deposit
• Blow-Drys: $50 deposit
• Cuts: $100 deposit
• Colour & Keratin: $150 deposit
• Style Bar Appointments: $20 deposit

Changing Services

Feeling like your colour is still fresh? or Still loving the cut from last time?

That's absolutely fantastic but please let us know pre appointment, as we have allocated time with your stylist for these services. Dropping a service can be the same as cancelling a booking if done without notice. If a service is dropped on the day with no notice, there will be a 50% charge of the cost of that service added to your invoice.  

Arriving Late To Appointments

Prior to your appointment we will send out a confirmation SMS 3-5 days before. Please READ the appointment details carefully so you can follow the instructions to either confirm, reschedule or cancel your booking. 

If we are unable to confirm your appointment, we reserve the right to add your appointment to our waiting list and will be in contact with you before doing so. We ask for a minimum of 24hrs prior to your booking to make any changes. 

By confirming your SMS you agree to the following, 

If you cancel for ANY reason within the 24hrs pre booking, or run more than 15 mins late where we have to reschedule due to not enough time left to complete you will be charged a $50 cancellation fee along with If you wish to make a future booking a $50 deposit will be required for all future bookings. 

How We’ll Keep You in the Loop

• Immediate Confirmation: You’ll receive an SMS and email about 10 minutes after booking. Please add your appointment to your calendar.

• 7 Days Before: An email reminder to check if the appointment still works for you.

• 3 Days Before: At 9am, you’ll receive an SMS with a 24-hour window to confirm your appointment or make changes.

• To ensure you don’t miss any updates, please check that we have your correct email address and phone number on file. Also, make sure our emails and SMS messages aren’t going to your junk folder.

Cancellation and Rescheduling

• Outside 48 Hours: Please make any changes more than 48 hours before your scheduled appointment to give us a chance to book another guest.

• Within 48 Hours: If you need to cancel or change your appointment within 48 hours, the deposit will be forfeited.get to turn up or no-show your appointment you will be charged 50% of the appointment cost missed, this will be added to your account until we see you next time or we may send out a invoice.

• If you have a Tuesday appointment please remember we are closed Sunday/ Mondays so please do not call the salon as we do not receive these messages until Tuesday morning. Please Direct Message us on Facebook or Instagram outside of your 24hr notice period. 

Forfeiting Deposits

You will forfeit your deposit if:

• You don’t show up for your appointment and do not contact us outside 48 hours.
• You cancel or reschedule within 48 hours of your appointment.
• You arrive more than 15 minutes late and we are unable to accommodate you.

Feedback and Suggestions

We’d love to hear your feedback or any ideas you might have for managing this situation better. Your input is invaluable as we strive to find a solution that works for everyone.

Thank you for being an essential part of our ZEN family. If you have any questions or need further information, please don’t hesitate to contact us at 07 3843 0111

Deposits Are Redeemable

Your deposit is deducted from the price of your scheduled appointment providing you have met the above terms

Forfeiting Deposits:

You will forfeit your deposit if:

• You don't show up for your appointment and do not contact us outside 48hrs
• You cancel or reschedule within 48 hours of your appointment.
• You arrive more than 15 minutes late and we are unable to accommodate you.
• Call To Pay Deposit

We appreciate at times, circumstances arise that are out of our control, we will remain fair and discretion is always used in cancellation circumstances. 

No show appointments have a crippling effect on a business and this policy is in place to ensure we protect the team and remain a hair home for all our clients. 

Early Bird? Want to Beat the Rush?

We’ve got you covered! If you’d like to book an appointment before our regular start time of 9:00 AM, we now offer early access appointments for an additional $100 early start fee.

This fee is not a deposit—it goes directly to your stylist for coming in early to accommodate your schedule.

Start your day fresh and ahead of the crowd!

We appreciate your support and can’t wait to pamper you bright and early! 💛

 Lightening + Colour Work

The health of your hair is our no 1 priority and we thank you for sharing this information with us.

With all lightening and colour work, your stylist will ask you about what your previous hair history and haircare routine when you arrive for your consultation. 

There are certain products that may compromise the condition of your hair and may require a strand test being performed prior to your service starting to ensure your hair is in a condition to begin your service. 

Additional costs – Olaplex, K18, Lakme K2.0

We may not be able to do your service if you do not agree to the use of these additional products. This is not all cases but will determine other cases.