Booking & Cancellation Policy
At Hair Love by Nena, every appointment is reserved especially for you. Many of our services require several hours, so late cancellations and missed appointments can be difficult to fill and have a significant impact on our small business.
By booking an appointment with Hair Love by Nena, you agree to the following terms.
Booking Deposits
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A 30% non-refundable booking deposit is required for all colour, balayage, keratin and hair-extension services, as well as appointments lasting longer than two hours.
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Hair-extension appointments involving custom-ordered hair may require a larger deposit. This becomes non-refundable once the hair has been ordered.
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Your deposit will be deducted from the final cost of your service on the day of your appointment.
Cancellations & Rescheduling
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At least 48 hours’ notice is required to cancel or reschedule an appointment.
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Changes or cancellations made with less than 48 hours’ notice will result in the loss of your booking deposit.
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If no deposit was paid, a cancellation fee equal to 50% of the booked service may be charged. This must be paid before another appointment can be booked.
Appointments of Three Hours or Longer
Long appointments are reserved exclusively for you and are extremely difficult to refill at short notice.
Appointments lasting three hours or longer that are cancelled, rescheduled or significantly reduced with less than 24 hours’ notice will incur a fee equal to 100% of the booked service. This reflects the time specifically reserved for your appointment.
Missed Appointments
Clients who do not attend their appointment and provide no notice will be charged 100% of the booked service or forfeit their booking deposit.
Any outstanding cancellation or missed-appointment fees must be paid before another appointment can be booked.
Late Arrivals
If you arrive more than 15 minutes late, your appointment may need to be shortened or rescheduled to avoid delaying other clients.
If your service cannot be completed because of your late arrival, the applicable cancellation fee will apply.
Illness
If you are feeling unwell or may have a contagious illness, please contact us as soon as possible.
We appreciate your consideration for our team and other clients. Where possible, we will assess illness-related cancellations individually.
Appointment Reminders
Hair Love by Nena may send appointment reminders or confirmation messages as a courtesy, but their delivery cannot be guaranteed.
It remains your responsibility to keep track of your appointment date and time. Not receiving a reminder or confirmation does not waive or change this policy.
Debt Recovery
Any unpaid balances may be referred to a debt-recovery agency or pursued through the NSW Civil and Administrative Tribunal (NCAT) without further notice.
Where permitted by law, reasonable recovery costs may be added to the outstanding amount.
Thank You
Thank you for respecting our time and supporting our small business. Every appointment matters, and these policies help us continue providing an exceptional experience for all our clients.