Terms of Service
These Terms and Conditions (“Terms”) govern all appointments, services, and product purchases provided by Hairloom Collective Pty Ltd (“Hairloom Collective”, “we”, “our”, “us”). By booking an appointment, engaging our services, or purchasing any product (in-salon or online), you agree to be bound by these Terms.
1. Appointments and Acceptance of Terms
1.1 By booking an appointment with Hairloom Collective, you acknowledge that you have read, understood, and agreed to these Terms and Conditions, including our Cancellation Policy, Deposit Policy, and Service Redo & Refund Policy
1.2 Hairloom Collective reserves the right to update, modify, or amend these Terms at any time without prior notice. The most current version will always be available on our website.
2. Consultations and Deposits
2.1 A consultation deposit of $30 is required for all new colour clients or major service bookings.
This deposit is non-refundable but redeemable against your service on the day of your appointment or toward product purchases.
2.2 Consultations may be required prior to certain services to ensure the health and suitability of your hair. A test strand or skin sensitivity test may be requested. Hairloom Collective reserves the right to decline or postpone services if we believe it may compromise hair integrity or client safety.
2.3 For bookings made via phone, social media, or online, a deposit or credit card guarantee may be required to secure your appointment.
3. Pricing and Quotations
3.1 All prices listed on our website or provided verbally are estimates only and subject to variation depending on hair length, thickness, colour history, and stylist level.
3.2 Quotes provided via phone, email, or social media are indicative. A confirmed quote will be provided during your in-person consultation prior to commencing the service.
3.3 Hairloom Collective reserves the right to adjust pricing at any time without notice. Any change in price will be communicated prior to service commencement.
3.4 All prices are inclusive of GST unless otherwise stated.
4. Cancellation, Rescheduling & No-Show Policy
4.1 We understand that unexpected events can occur; however, to provide the best service to all clients, we require a minimum of 48 hours’ notice for any appointment cancellation or rescheduling.
4.2 Cancellations or reschedule requests received with less than 48 hours’ notice will result in the forfeiture of your deposit or a cancellation fee equivalent to 50% of the scheduled service value.
4.3 Cancellations, messages, or emails received after 5:30 pm will be deemed received at 8:30 am the following business day.
4.4 Failure to attend your appointment (“no-show”) without prior notice will incur a charge equal to 100% of the booked service value, which must be settled before any future booking.
4.5 Repeated late cancellations or no-shows may result in prepayment requirements or refusal of future bookings.
5. Service Redo & Refund Policy
5.1 Hairloom Collective takes great pride in delivering high-quality service outcomes. If you are dissatisfied with your result, please contact us within 5 days of your appointment.
5.2 Where the result differs materially from the agreed consultation, we will offer a complimentary correction service at our discretion.
5.3 Change-of-mind requests, including alterations to colour, length, or style preferences after the service has been performed, do not qualify for free redo or refund.
5.4 Hairloom Collective does not offer refunds for services performed elsewhere to “correct” or alter our work.
5.5 All redo services must be performed by the same stylist unless otherwise approved by management.
6. Product Sales (In-Salon and Online)
6.1 All product purchases, whether in-salon or via our online store, are final. Refunds are not provided for change of mind, incorrect choice, or unsuitability once opened, unless required by Australian Consumer Law.
6.2 We will provide a replacement or refund for faulty or damaged products, provided the issue is reported within 7 days of purchase and the product is returned with proof of purchase
6.3 Payment is taken at the point of order. Confirmation of purchase will be sent via email.
6.4 Hairloom Collective reserves the right to refuse any order, cancel a transaction, or issue a refund at its discretion where suspicious or erroneous transactions are detected.
6.5 Prices for online and in-salon products may vary. All prices are inclusive of GST.
6.6 Hairloom Collective is not responsible for any damage, injury, or reaction resulting from misuse or failure to follow product instructions.
7. In-Salon Policies and Client Conduct
7.1 To ensure a comfortable and safe environment for all clients, we kindly request that only those receiving a service attend the appointment. Exceptions are made for infants under six months where necessary.
7.2 A $3 Green Fee will be added to each appointment to support our sustainability and waste-reduction initiative.
7.3 Please arrive on time for your appointment. Late arrivals exceeding 15 minutes may result in reduced service time or rescheduling, with the deposit forfeited.
7.4 Service durations listed on our website are indicative only and exclude processing time.
8. Gift Vouchers and Promotions
8.1 Gift vouchers are non-refundable, non-redeemable for cash, and valid for two years from the date of purchase unless otherwise stated.
8.2 Vouchers and promotional offers cannot be combined with other discounts and must be presented at the time of booking.
9. Liability and Disclaimer
9.1 While every care is taken, Hairloom Collective will not be liable for any direct or indirect loss, damage, or injury resulting from services performed or products supplied, except as required by law.
9.2 Clients are responsible for disclosing all relevant medical, chemical, or hair history information prior to treatment. Hairloom Collective will not be held responsible for outcomes affected by undisclosed factors.
10. Privacy Policy
10.1 All personal information collected during bookings, consultations, or purchases is handled in accordance with the Privacy Act 1988 (Cth) and used solely for the purpose of providing services, processing payments, and maintaining client relationships.
11. Governing Law
These Terms and Conditions are governed by and construed in accordance with the laws of Western Australia. Any disputes shall be subject to the exclusive jurisdiction of the courts of Western Australia.
Hairloom Collective Pty Ltd
ABN: 23 160 184 216
Address: 225 Main Street, Osborne Park WA 6017
P: 08 9344 1321
© 2026 Hairloom Collective Pty Ltd. All rights reserved