FAQ'S & POLICIES

WHERE ARE YOU LOCATED?

The Hair Lounge is located right in the heart of Oxford Street at 656 Newcastle street, Leederville. We are inside the pink shop attached to Bruug clothing store .

 

HOW DO I BOOK?

Bookings can be made via telephone on 0401 220 444.  Please be mindful that we often do not answer the phone as we are with clients, so please leave a message and we will call you back as soon as possible.

 

You can also email us at info@hairloungeleederville.com to request a booking or use our website form.

 

Please remember that a message or email or online form is a request for a booking and your requested time and booking is not confirmed until we get back to you with a confirmation of the request and agree a date and time.

 

WHAT ARE CONFIRMATION TEXTS?

We send confirmation text messages 2 days prior to all appointments, please make sure you check the date and time of you appointment before confirming YES to the text.

 

If you think you may have made a booking but haven’t received a confirmation text message from us 2 days before your appointment, please call to confirm.  If you haven’t received a confirmation text message, it is likely that you may not be booked in with us.

 

CAN I CANCEL OR CHANGE MY APPOINTMENT?

We send out confirmation text messages 2 days before any appointment, so any cancellation must be made 48 hours prior to your appointment.  When you receive your confirmation text, if you want to cancel or change your appointment, do not reply YES to the text message, but reply NO and call us on 0401 220 444 to reschedule your appointment.

 

Any changes to your appointment or cancellations made without 48 hours notice will incur a charge of 30% of your total scheduled service charge.  The 30% charge will be charged to you and recovered from you at your next appointment.

 

No show appointments, without any notice, will incur a charge of 100% of the scheduled service charge, which will be charged to you and recovered at your next appointment.

 

Clients with more than 1 no show appointment, or with multiple cancellations, will not be able to book an appointment without paying a 30% deposit of their scheduled service charge and they must give 48 hours notice if they wish to cancel or reschedule the appointment, otherwise they will forfeit the deposit.  If the client gives 48 hours notice to cancel or reschedule their appointment, their deposit will be refunded or applied to the next appointment, as we agree with the client.

 

WHEN SHOULD I ARRIVE?

Please arrive 5 minutes prior to your scheduled appointment.  We understand that days don’t always run as smoothly as we plan and If you are lost, or running late, please call us on 0401 220 444 to let us know.  Arriving late may mean that your service is reduced, or that we cannot do your scheduled services in the time left.  Appointments must finish on time.  Because we are an appointment based salon, if appointments run over-time because you are late, it will likely inconvenience the next client, so full fees may still apply to any shortened services due to you arriving late.

 

WHAT IS YOUR CUSTOMER SERVICE POLICY?

We will always try our best to accommodate all of our clients in any way we can.  However if we feel uncomfortable in any way, or a new or existing client is rude to any of our workers or any other client, you may be refused service or asked to leave.  We have a zero tolerance for any disrespectful, dangerous or unlawful behaviour.

 

WHAT IS YOUR GIFT VOUCHER POLICY?

 

  • Vouchers can be purchased and redeemed in store, at The Hair Lounge Leederville.

  • Vouchers are not redeemable for cash and cannot be used to purchase gift vouchers.

  • Vouchers must be used in one transaction.

  • Vouchers may only be redeemed once, unless expressly stated otherwise.

  • Vouchers will expire 6 months from the date of issue, unless expressly stated otherwise.

  • Voucher must be surrendered in store upon redemption.

  • If your purchase exceeds the voucher amount, the balance must be paid by other available payment options.

  • Vouchers must be redeemed within their validity period.

  • Expired vouchers are not redeemable and voucher amounts will not be refunded or credited when expired.

  • Defaced, mutilated, altered, lost or stolen vouchers will not be replaced, refunded or redeemed.

  • The Hair Lounge does not accept any responsibility for lost or stolen vouchers.  Vouchers are like cash, so treat them the same way you treat cash.

  • The Hair Lounge reserves the right to verify the identity of the bearer.

  • Vouchers are only valid with the signature of a staff member of The Hair Lounge.

 

DO YOU HAVE ANY SPECIAL CONSIDERATIONS?

For any allergies, conditions or disabilities not told to us at the time of making your reservation, please contact us so we can best accommodate your needs and assist in providing the most appropriate service to you.  While all care is taken The Hair Lounge Leederville cannot guarantee any of our treatments are completely free from traces of allergens, or that they are appropriate for any medical condition.  You should confirm the suitability of our products with your healthcare advisers, if you are concerned about how you will react to them.

 

WHERE CAN I PARK?

We do not have allocated parking bays at The Hair Lounge.  You can find parking at the Council parking station adjacent to Leederville Parade and The Avenue (behind the Leederville IGA), there is street parking along Oxford Street, Newcastle Street and Carr Place and there is a Council parking station behind the Leederville skate park.   Nearly all parking will be paid parking, so please allow enough time on your parking ticket for the duration of your appointment.  If clients leave the salon to purchase more parking or move their vehicle, it can cause delays to your appointment.

 

DO YOU OFFER REFUNDS?

Before any service is provided to you, your stylist and you will have a consultation to determine what it is that you want to achieve from your appointment.  Your stylist will then assess the condition of your hair as best that they can, and provide different service options to you, based on the stylists professional opinion about the best way to achieve your dream goal.

 

Much of the work we do is colour correction and most times, your dream colour cannot be achieved in one treatment or one appointment.  It can take multiple treatments to achieve your goal, but we will definitely get you on the journey to your dream colour.

 

If there is something you don’t like about your hair after having treatment in our salon, and there is a fault in our work, we will correct any fault free of charge, but you must assist us with prompt scheduling to undertake any correction treatment.  If you delay with corrective treatment, it may not be possible to make any corrections.

 

Refunds are not available if you change your mind, so please choose your colour or style or extensions carefully.  Colour results will almost certainly vary due to the condition of your hair, any previous chemical treatments and your home hair care.  We cannot provide any warranties about outcomes, in the event that you have used hair care products not recommended by a professional hairdresser or you have used chemicals unsupervised by a professional hairdresser in the past.

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