Question 1

LATE ARRIVALS

Accepted Answer

We ask you to please arrive on time to your appointment. Clients arriving 15 minutes later or more may have to forgo their treatment, and will incur a non refundable total full cost of their treatment before being able to re-schedule.

Question 2

LATE CANCELLATIONS

Accepted Answer

We understand that life happens, and unforeseen circumstances may occur. If you need to cancel your appointment, we please ask that you give at least 48 hours' notice. Failing to do so, may incur a late cancellation fee of 50% of their treatment cost. Appointments cancelled within 24 hours will result in full payment of the total cost of your booking. You may not be able to reschedule until payment has been made, or late cancellation fee may incur at the total of your next appointment. Frequent late cancellations may result in an indefinite ban from bookings. We will not tolerate any argumentative behaviour towards these policies.

Question 3

NO SHOWS

Accepted Answer

In the case of a no-show appointment, you may incur a no-show fee of the total cost of your appointment. Booking your next appointment, a 50% non-refundable deposit may be required. In failing to do so may result in forgoing your next booking. Missing two or more appointments without attempt of contact may result in an indefinite ban from bookings.

Question 4

STUDIO ETIQUETTE

Accepted Answer

We strive for the Shannen Kimberley studio to be a immersive safe space that houses beautiful services & products. We want our clients to feel completely relaxed as soon as they walk in the door. For the purpose of relaxation, and for the safety of yourself and our staff we kindly ask that you please come alone to your appointment. We at Shannen Kimberley Makeup & Brows love all children, but unfortunately due to the health & safety of your children the studio cannot accommodate. This also includes pets, with the exception of guide dogs only.

Question 5

GIFT VOUCHERS

Accepted Answer

Gift vouchers are only to be used towards services or product sales. Gift vouchers are non-redeemable for cash, non-refundable, and non-transferable. Gift vouchers are valid for three years from date of purchase, as per the consumer guidelines. Expired gift vouchers may be used up to the salon owner's discretion. Expired gift vouchers cannot be used on product purchases, and can only be redeemed during the months of May - September, expired gift vouchers cannot be used for bookings on Fridays or Saturdays.

Question 6

SERVICE GUARANTEE & REFUNDS

Accepted Answer

Your satisfaction is our highest priority. If you are at all unsatisfied with your treatment, we ask that you please let us know during your treatment, or within 24 hours of your service, so that any faults or corrections may be rectified. We encourage you to speak up during a service so any faults can be rectified. We are committed to making your experience the best possible.

If you let your dissatisfaction lapse passed 24 hours, unfortunately we may not be able to rectify. We do not accomodate for 'change of mind.' In the rare result of allergic reactions, a credit may be issued up to the owner's discretion. All allergies must be declared. Any change to your medical history must be kept up to date by client. Credits cannot be issued if you allow your concerns to lapse past 24 hours.

Question 7

HEALTH  &  SAFETY

Accepted Answer

For your health, safety and comfort of our clients, may you please notify our aestheticians of any allergies, and contraindications. Please ensure you have correctly filled out the 'client consultation card', and ensure your records are correct and kept up-to date. If you experience any discomfort or symptom during your treatment, we ask that you notify your aesthetician straight away. Please refrain from entering the studio if you are unwell. Please refer to the cancellation policy if you need to cancel due to illness. A fee may still be issued up to the owners discretion.

Question 8

RIGHT TO REFUSE SERVICE

Accepted Answer

Staff have the right to refuse service to anyone who does not adhere to the booking policies, is behaving rudely, indecently, and abusive. Shannen Kimberley Makeup & Brows' has a strict in-studio no drugs & alcohol policy for the safety of yourself and our staff. Failing to comply with any of these policies may result in an indefinite ban an of entering the studio, and immediate ban from booking any appointments.

Question 9

BRIDAL BOOKINGS & DEPOSITS

Accepted Answer

We require a 50% non-refundable deposit at the time of booking to secure your booking. Dates cannot be held or confirmed without a deposit. All deposit are strictly non-redeemable on other services or products, non-refundable and non-transferrable. If in the event of 'change your mind', or event is cancelled unfortunately the deposit cannot be refunded.

All pricing includes false eyelashes. Additional costs will be transparent in quote to include any travel fees & paid parking locations. A $100.00 salon hire fee is payable if you would like to get ready at the studio, accompanied by a hairdresser, or wedding vendors such as photographer etc.

POLICIES