BOOKING POLICY & TERMS & CONDITIONS
We understand occasionally the difficulty involved attending appointments, we are a small locally owned salon that requires clients to attend or to cancel within a reasonable time so we can operate well and pay staff. Please respect late cancelations and no shows will incur a fee, if our booking terms are not suitable we recommend not to go ahead with booking. Thank you for respecting our policy and choosing to support our business.
FIRST VISIT?
New clients with bookings under $150 will be required to pre pay for appointments to secure bookings. Usually around 7-14 days prior you will be contacted, or if a booking has been made during a busy period.
Bookings $150 & over, long service types (over 1.5 hrs) OR a speciality service, will be required to pay 50% of the booking to secure the time.
If you cancel before 48 hours notice a credit or refund is issued. If you cancel within 48 hours the below charges apply.
the cancelation fee
Cancelling or rescheduling within 48 hours of your appointment is classified as a late cancelation and a fee applies (Rescheduling is seen as a cancelation, last minute appointments can not be filled). The following fee applies on all standard length appointments (under 1.5 hrs) and on all bookings under $150. If your appointment is a special service type, long appointment or $150 & over please read the appropriate fees below.
Cancelling within 48 hours prior a 50% fee will automatically be deducted.
Cancelling within 24 hours a 100% fee will apply. Your card will automatically be charge 50% at the time of cancelling and the remaining 50% will need to be settled prior to your next visit.
No shows are automatically charged 100% off the booking fee up front.
If you have made a part payment for a service because your appointment is classified as a long (1.5 hours and over) or special service type (see below) the part payment will be used to cover the appropriate cancelation fee. If there is an on the day cancelation or no show you will be charged in full for the service and the previously made part payment will be provided as a credit to you.
*Please note if an outstanding fee remains or we are unable to reach you all future bookings are cancelled
What if im sick?
We understand sickness can cramp your style! However unfortunately we are unable to fill appointments at last minute notice & will require a sick certificate within 5 business days if you wish for the cancelation fee to be reduced or waived. The certificate can not be back dated. It is the discretion of the Salon to decide wether the fee is reduced or waived, this is decided on the nature of the situation & how much loss the Salon will incur.
Since Covid this policy has been essential for businesses of service nature, please respect how vital it is for us to manage the large increase of cancelations due to sickness & a policy that creates fairness for both parties was necessary. We hope in efforts for us to be considerate of clients, while protecting the interest of the business is communicated well. We invite suggestion that may help us improve policies to be of a more fair nature for our salon and clients.
SPECIAL SERVICE TYPES
Special services are those that require extra attention for our staff to arrange, they often require extra preparation, long appointment times & or products to be ordered in especially prior to the service.
These special services are classified at the discretion of the salon, and include but are not limited to visits for cosmetic tattooing, plasma pen, IPL & skin needling.
Tattooing & Plasma Pen appointments require a $200 non refundable payment when booking.
If you would like to cancel or reschedule your booking you must do so within the 48 hour cancelation period to transfer your $200 deposit, if 48 hours notice is strictly not provided the $200 will be lost & the above cancelation fee for non attendance will apply.
FRESHA BOOKING SYSTEM
Self managing your appointments online via FRESHA is recommended, if you are unable to cancel online or wish to contact the salon please ALWAYS email DO NOT CALL. We open by appointment and cancelations must be made during our opening times. Because our schedule could potentially differ outside of tut-sat depending on staff training/scheduled activities, by emailing you will ensures we can get your notice as soon as possible, admin is monitored out side of hours.
Sending cancelation notice via txt/voicemail is not accepted. Cancelations MUST be made directly by speaking within a staff member or via email to ensure your request was received in a timely fashion.
When a booking request is made online the salon may confirm the requested appointment for a different time at the variation of a 5-15 minute window. This is to ensure optimisation of our schedule at the benefit of clients & to ensure we have enough time between appointments so our rooms can stay sparkly!
If you are unable to attend appointments with a small time variance please let the salon know. For this reason please always check your appointment reminders.
*Please note if an outstanding fee remains or we are unable to reach you all future bookings are cancelledSICKNESS POLICY
Due to the 2020 pandemic in order to keep our staff and clients well we will not be accepting clients who attend their appointment exhibiting cold or flu symptoms. If you attend your appointment sick you will be charged a cancelation fee. If you have Flu symptoms you will be asked to reschedule your appointment at the earliest sign of your symptoms. A cancelation fee will be issued if there is lack of notice. Giving only a couple hours notice will incur a cancelation fee as we expect to be notified within a reasonable time frame.
If you have been unwell with a cold or flu you will not be able to reschedule for 14 days, until you have been medically cleared or all symptoms have disappeared. The Government has requested for businesses to provide a policy that helps to manage sickness entering businesses, so please understand this has been put in place for this reason.
If a last minute cancelation is made for medical reasons we are happy to waive late cancelations if a certificate of sickness is provided. Due to the events of 2020 many are being extra careful (which is super!) however we’ve had to introduce this as a method of controlling the increase in unnecessary last minute cancelations which have increased substantially since returning from covid-19. This greatly impacts our business and we do require a certificate if you wish for the fee to be waived. This will need to be provided in 7 or so days to ensure the certificate is issued in an appropriate time. If you do not want to provide a certificate the standard cancelation fee will apply. Certificates need to be provided prior to allowing clients to rebook. Please do not be rude to our staff, we must keep the same method of requests for all clients, this is the only method we have to control cancelations for legitimate reasons. We find this a fair & just way of dealing with this difficult circumstance, thank you for understanding!
Appointments may be moved to a different staff member if the staff is unable to attend work due to emergencies or sickness. If your appointment is moved we will always honour your booking price, we entrust all staff to provide you with A class service!
WHAT ELSE DO I NEED TO KNOW?
Children can NOT attend appointments. Please read our Policy below.
Requests MUST be made if you wish to see a certain staff member, if a request it not placed at booking or selected correctly online your appointment will be booked with the available staff member.
To avoid late cancelation fees for standard appointments please cancel prior to 48 hours. Two appointment reminders are sent, one at 72 hrs and the other at 24 hrs to your preferred contacts via email and mobile
Cancelation fees are to be paid through the secured credit card stored on your FREHSA client profile.
Payment of the fee can not be made through any other method (e.g gift vouchers)
Gift vouchers are only to be used for services and products, not cancelation fees.
It is the client’s responsibility to make sure we have correct contact details when booking. Please provide us with more than one contact number if your regular contact is often unattended.
If you act in any way that is abusive towards employees, we have the right to deny service & to ask clients to leave the premises.
Our Salon has the right to ask for pre payment for special occasion times where our schedule is full such as Christmas or Easter periods to ensure attendance.
Double booking the same appointment type earlier than your usual visit time is disadvantages to our salon in many ways. Only one appointment of the same appointment kind can be booked, we reserve the right to cancel further appointments if clients are holding multiple times.
When booking you will agree to our Privacy Policy, please read below.
CHANGES TO TERMS + CONDITIONS
FA reserves the right to make amendments to our services and our Terms and Conditions, without notice or consequence. Any changes will be published here and will take immediate effect from their time of publication.
Users are responsible for remaining up to date with the Terms of Use. Your continued use and access to our booking platform indicates acceptance and consent to any changed that are made.
Each time a booking is made via our booking platform FRESHA acceptance of our Terms and Conditions is made.
COURTESY & CLIENT RESPONSIBILITIES
Running late to your appointment puts stress on our stylist’s schedule. Please notify us as soon as possible to see if we can accommodate you still. If your appointment has to be rescheduled because we are unable to fit you in, this is recognised as a no show and the following t&c’s charges will apply.
If your stylist decides they can see you, but has to reduce treatment to prevent interrupting other client appointments, the original charge will still apply.
Canceling appointments late for reasons such as being called into work, double booking yourself, forgetting you have a skin peel the day before does not prevent you from leaving home is not acceptable (We provide sufficient protection to you and staff in the instance of being unwell, please notify us before attending).
Booking in for a particular service and then changing your mind as to what service you require is not acceptable. We designate the correct time for each client, if you request for a lesser treatment the original booking will be charged. If you request for additional treatments, please discuss with your therapist to see if this can be accommodated.
Letting us know ahead of time if there is a possibility of needing to reschedule is much appreciated. It is likely we can accommodate moving you to a more appropriate time if several days’ notice is given.
It is the client’s responsibility to make sure we have correct contact details when booking. Please provide us with more than one contact number if your regular contact is often unattended.
If you act in any way that is abusive towards employees, we have the right to deny service and to ask clients to leave the premises.
NO CHILD POLICY
Sadly we can not accomodate babies, toddlers or young children strictly from the ages of 7 and under for Insurance and OHS reasons.
We write this with the utmost respect to the parents in our salon. Children/babies who visit the salon during their parents' appointments pose an occupational health and safety issue to our staff & clients.
We work in an open studio, where the environment has sharps, laser light, razors, chemicals & hot wax. We encourage parents to visit the salon without their children unless the child has an appointment.
Children strictly can not be brought along to skin or lash lifts appointments regardless of the age, these appointments are far too long and we are only a small studio so this can be difficult for our staff with extra bodies in the way.
Additionally because of the open environment of the roofs, this poses risk to our other staff who may be tattooing, waxing etc. Distraction by possible noises, like we've had unfortunately in the past creates stress for the working staff and also clients.
Please understand that our concern is the safety of your child and the clients wellbeing. We write this without the intent of offending or upsetting our lovely parent clientele and hope that you will aid us in keeping our salon a safe environment.
Please contact us if you have concerns or questions about our policy.
PRIVACY
My Company Face Apothecarium operates http://www.faceapothecarium.com - This page informs you of our policies regarding the collection, use and disclosure of Personal Information we receive from users of the Site, or via our booking platform FRESHA. We use your Personal Information only for providing and improving the Site or company policies. By using the Site or our booking platform FRESHA, you agree to the collection and use of information in accordance with this policy.
We may use your Personal Information to contact you with newsletters, marketing or promotional materials, or for any relevant purpose such as rescheduling appointments. This personal information will only be requested, collected and stored in a manner consistent with the Australian Privacy Legislation.
While using our Site or booking platform FREHSA, we may ask you to provide us with certain personally identifiable information that can be used to contact or identify you. Personally identifiable information may include, but is not limited to your name and number. This Privacy Policy is effective as of January 2020, and will remain in effect except with respect to any changes in it’s provisions in the future, which will be in effect immediately after being posted on this page.
We reserve the right to update or change our Privacy Policy at any time and you should check this Privacy Policy periodically. Your continued use of our service after we post any modifications to the Privacy Policy on this page will constitute your acknowledgment of the modifications and your consent to abide and be bound by the modified Privacy Policy.