Client Policy Agreements

Welcome to Zella Hair Studio 

Thank you for choosing us! To create a smooth, professional, and relaxing experience for everyone, we ask that you please read our policies below before your appointment. These guidelines help us serve you better and ensure each visit meets your expectations.

1. Booking and Deposit Policy

You can book your appointment through our website, by phone, or in person at the salon. For longer appointments 1.5 hours a deposit of $50 is required to confirm the booking. This deposit will be applied toward your final service cost.

• Deposit Policy:

Deposits help us secure your appointment time and ensure availability. All deposits are non-refundable but may be transferred to a new date if you reschedule at least 24 in advance. For last-minute changes, deposits may be forfeited, as noted in our rescheduling policy below.

• Full Prepayment 

For appointments booked within 24 hours, we may require full payment in advance. This payment is non-refundable if you cancel or reschedule within the notice period specified below.

2. Cancellation and Rescheduling Policy

• Advance Notice for Cancellations:

We kindly ask for at least [48 hours]’ notice for cancellations. This allows us to offer the time to another client. Cancellations not made within the 48 hour notice period will incur a fee of 50% of the service that was booked.

• Rescheduling:

If you need to change your appointment, please inform us as soon as possible. Rescheduling within 24 hours of your appointment time may result in a rescheduling fee of 50% of the service  or forfeiture of your deposit.

• No-Show Policy:

Clients who miss their appointments without prior notice will be considered no-

    shows. A no-show 50% fee of the service will apply, and prepayment may be required for future bookings.

3. Late Arrival Policy

• Prompt Arrival Requested:

To ensure quality service and stay on schedule, please plan to arrive on time. We recommend arriving [5–10 minutes] early to settle in before your appointment begins.

• Running Late? Let Us Know!

If you’re running late, call us as soon as possible. Arriving more than 10mins late may result in a shortened service to respect the appointments scheduled after you. If there’s not enough time to complete your service, we may need to reschedule, and a late fee of 50% may apply.

4. Client Conduct and Salon Etiquette

• Salon Environment:

To maintain a peaceful atmosphere, please keep phone use to a minimum, and avoid speakerphone conversations. Be mindful of the noise level to respect other clients and staff.

• Children and Pets Policy:

We love welcoming clients of all ages, but for safety, children under 5 years old must be supervised at all times. Due to hygiene and safety concerns, pets are not allowed in the salon except for certified service animals.

• Respect and Professionalism:

We value respectful and positive interactions. Disruptive or inappropriate behaviour will not be tolerated, and we reserve the right to ask individuals engaging in such behaviour to leave the salon.

5. Satisfaction and Service Guarantee

• Our Commitment to Your Satisfaction:

We want you to leave feeling happy and confident. If there’s something about your service that you’re not satisfied with, please let us know within 7 days of your appointment, and we’ll do our best to make it right. Complimentary adjustments are available at our discretion within 7 days

• Refund Policy:

We do not issue refunds for completed services. However, we’re committed to addressing any concerns. If an adjustment is necessary, we’ll happily provide it to ensure you’re delighted with the final result. 

6. Health, Safety, and Hygiene

• Commitment to Cleanliness:

We adhere to strict sanitation protocols to create a safe environment for everyone. All tools, stations, and equipment are sanitised after each client. We also encourage clients to practice good hygiene while visiting.

• Feeling Unwell?

If you’re unwell or have a contagious condition (e.g., skin infections, lice), please reschedule your appointment. This is to protect both staff and other clients.

7. Product Purchases and Returns

• Professional Product Recommendations:

Our team is happy to recommend products tailored to your needs. We stock a curated selection of high-quality items to help you maintain your look between visits.

• Product Return Policy:

All product sales are final. If a product is defective or causes an adverse reaction, please reach out within 7 for an exchange. Unopened products in original condition may be eligible for exchange within 7 days of purchase.

8. Social Media and Photography

• Showcasing Our Work:

We’re proud of our team’s work and occasionally share client transformations on our social media platforms. With your permission, we may take and share photos or videos of your service results. If you prefer not to be photographed, just let us know.

• Respect for Privacy:

Clients are welcome to take photos of their results. However, please respect the privacy of other clients and ask for permission before photographing anyone besides yourself.

Acknowledgment of Salon Policies

For bookings made online or through our booking system, you will be prompted to acknowledge and accept these policies as part of the appointment process. By booking an appointment with Zella Hair Studio you agree to adhere to these policies and understand that they are in place to create a smooth, respectful experience for all.

Thank you for your cooperation, and we look forward to providing you with an outstanding experience at Zella. 

If you have any questions or special requests, feel free to reach out to our team. See you soon!