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brow hub

Terms + conditions

 

When booking an appointment you will agree to Brow Hub's Terms + Conditions.

We understand the difficulty involved in attending appointments occasionally, however it is essential for us to uphold the interest of our locally owned salon, & we recommend if you find the following Terms + Conditions inconvenient, not to continue with your booking.

We appreciate your understanding!

 

Please read the following terms thoroughly.

 

new client policy

  • When booking an Initial consultation a non-refundable pre payment is required to secure your position. This is to confirm your commitment to attending the scheduled appointment & to protect Brows Hubs interest in the incident of late cancelations or no shows.
  • Cancelling the day before your scheduled appointment, results in the loss of 50% of your prepayment .The remaining total will be credited to your next appointment.
  • If cancellations are made after 5pm the day prior, or on the day of your scheduled appointment, your pre-payment will be forfeited.
  • To avoid losing your pre-payment when cancelling, we recommend clients notify us at the time of receiving their confirmation message. This is 48 hours before the scheduled appointment. 
  • If sufficient notice is given (2 days prior) your full pre-payment will roll over to your next scheduled appointment.
  • Failing to confirm attendance will result in your appointment being cancelled. We must receive confirmation by our automated system; replying ‘yes’ to your confirmation message sent 48 hours prior, shall confirm your position. 
  • We will attempt to contact clients three times before cancelling appointments if there is no confirmation. If we do  not hear by the end of the business day, prior to the scheduled time, it will be cancelled.

Please read our Courtesy & Client Responsibility Policy, Ethics Policy & Children’s Policy for additional information


returning client policy

  • Cancelling the day before your scheduled appointment, results in a 50% charge of you're booking.
  • If cancellations are made after 5pm the day prior, or on the day of your scheduled appointment 100% of your booking will be charged. Please note there is no one attending calls after hours, hence contact must be made before the end of the working day; late notice is seen as an on the day cancellation.
  • Any outstanding fee will need to be settled strictly within 14 days. Failure to do so will result in being unable to reschedule.
  • To avoid being charged when canceling, we recommend that clients notify us at the time of receiving their confirmation message. This is 48 hours before the scheduled appointment.
  • Re-offending clients will have to prepay future appointments. The “New client Policy” will apply in this instance.
  • Failing to confirm attendance will result in your appointment being cancelled. We must receive confirmation by our automated system; replying ‘yes’ to your confirmation message sent 48 hours prior, shall confirm your position.
  • We will attempt to contact clients three times before cancelling appointments if there is no confirmation. If we do not hear by the end of the business day, prior to the scheduled time, it will be cancelled.
  • Lash lifts require a 50% non-refundable deposit when booking due to the time we need to schedule for this treatment. 

Please read our Courtesy & Client Responsibility PolicyEthics Policy & Children’s Policy for additional information


courtesy + client responsibility

  • 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.

        If your appointment has to be rescheduled because we are unable to fit you in, this is recognised as a no show & the following 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.
  • It is not acceptable to show up late & to ask for a reduced treatment, while excepting to be charged for the lesser time.
  • Booking in for a particular service & 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 & to ask clients to leave the premises. 

ethics policy

  • We have an ethics policy that our therapists exercise in unfortunate and unforeseen circumstances—this involves things such as personal injury that prevents clients from getting to appointments, death, debilitating sickness or disease, or any other potential emergencies that are genuine and prevent clients from attending.

Examples of situations that are NOT acceptable & will require cancelation fees;

  • Forgetting appointments
  • Mismanaging schedules or double booking
  • Running late & missing your appointment
  • Mild sickness such as colds/flu that do not prevent clients from attending work/events (we exercise caution & provide sufficient barriers to clients & staff)
  • Last minute work roster changes
  • Any situation that prevents a client from wanting to attend, which requires the client’s responsibility to assure appointment attendance. These are things such as booking tanning, IPL, skin peels/chemical facials or other various services that may be contraindicated with brow sculpting services. This is seen as mismanagement on the client’s behalf. 

We do our best to accommodate last minute changes, however because of the demand on our therapists we only provide a tight window for genuine circumstances. If the booking policy is not suitable, we advise not going ahead with the booking.


child policy

Sadly we will no longer be able to 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, razors, chemicals & hot wax. We encourage parents to visit the salon without their children unless the child has an appointment. Even with your child being contained next to you in one of our salon rooms, because of the open environment of the roofs, this poses risk to our other staff who may be tattooing or facial waxing. Distraction by possible noises, like we've had unfortunately in the past creates stress for the working staff  and also client. 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 new policy.