Ms Monaco Hair Society Booking Policy & Terms

We’re absolutely delighted to have you as part of the Ms Monaco Hair Society family. Your trust in us means the world, and we want to ensure every visit is as wonderful as possible. Please take a moment to read through our Booking Policy, crafted with love and care for our amazing community. This policy exists so we can allocate appointments fairly, support our team, and give every guest the experience they deserve. Thank you for your understanding and support.

Booking Your Appointment: A Few Things to Keep in Mind

Please book for all the services you’d like on the day. Your appointment time is reserved exclusively for the services you’ve booked. If you’d like to change or remove a service, please let us know at least 48 hours before your appointment. If you reserve a colour and cut but choose to have only a cut on the day, payment for the full booking will still be required, as that time was set aside for you and can no longer be offered to another guest.

Deposits. When booking online, a $100 deposit is required per service. If you book over the phone, a flat $100 deposit applies for the entire appointment. Deposit links are only valid for 24 hours, so please complete your deposit promptly after booking to secure your time. Your deposit comes off the total cost of your appointment, so you’ll simply pay the balance on the day.

Respecting Your Time, Our Time, and Each Other

We know life can be unpredictable. As a small business, your commitment to your appointment keeps our doors open and our team supported. Missed appointments and last-minute cancellations (within 48 hours) impact both our team and fellow guests who would have loved that time in the chair.

Cancellation Policy

In the event of a cancellation within the 48-hour window, a fee applies equivalent to the full cost of the appointment or $100, whichever is less. A no-show to any appointment incurs a $100 fee.

We’re unable to make exceptions to this policy. Our confirmation process begins a full 7 days before your appointment, giving every guest ample opportunity to reschedule or cancel in time for us to offer the appointment to another guest. Cancellations inside the 48-hour window and no-shows represent time our team has reserved and prepared for that can no longer be filled.

Future appointments may require full payment at the time of the next booking.

For salon members: if you miss a scheduled appointment without notice, two weeks of membership payments will be forfeited and your future appointments will be carried forward by two weeks. In all other respects, the booking policy for members is the same as for all other guests.

Getting Ready for Your Salon Date

Please arrive on time with your hair ready for its transformation. We work with colour every day, and while our team takes every care with capes and protective covering, we strongly recommend leaving your most treasured and valuable outfits at home, as unforeseen spills can occasionally happen. In the unlikely event of an accidental colour mishap despite our care, we’re happy to contribute up to $40 as a goodwill gesture toward a damaged item. Wearing expensive clothing to a colour appointment is at your own discretion, and we’re unable to offer replacement of high-value garments beyond this contribution.

Confirming Your Appointment

Our automated SMS system keeps your appointment secure, with confirmation messages beginning 7 days before your scheduled time. Please respond to these messages promptly, simply reply “YES” or “NO”, so we can secure your appointment, or pass the time on to another guest should you no longer need your booking. If we don’t hear from you after multiple attempts within 48 hours of your appointment, we’ll release the appointment time.

If Something’s Not Quite Right: Adjustments & Refunds

Your happiness with your hair means everything to us, and we genuinely want to know if something isn’t sitting right.

Please contact us within 7 days of your appointment. Letting us know promptly means we can see your hair while the concern is fresh, understand exactly what’s happened, and get you back in as quickly as possible.

A return visit is part of the process. In line with Australian Consumer Law, we have the right to assess your hair in person before providing a remedy. Colour and hair concerns simply can’t be accurately assessed over the phone or from photos alone. When you return, our director or senior team will assess your hair with you and, in most cases, resolve the concern with a complimentary adjustment service.

If you choose not to return for an in-salon assessment, we’re unable to verify the concern or provide a remedy, and a refund won’t be offered on that basis. We can’t resolve, or take responsibility for, an outcome we haven’t been given the opportunity to see and put right.

Where a refund applies. If, after assessment, a service hasn’t met the standard you’re entitled to under the Australian Consumer Law and the issue can’t be reasonably resolved with an adjustment, we’ll offer a remedy in line with your consumer guarantee rights, which may include a partial or full refund. Refunds are not provided for change of mind, a change in personal preference after leaving the salon, or where the agreed result was achieved.

Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.

Salon Memberships

One fantastic way to secure your future bookings is by joining our Salon Memberships. Not only will you enjoy exclusive perks, it’s our way of saying thank you for being part of our salon family.

Membership terms:

• Memberships are personal to the member and cannot be transferred, gifted or assigned to another person. Membership payments, appointments and perks apply to the named member only.
• Membership payments are not refundable for change of mind. Please consider your membership carefully before joining, as we’re unable to refund payments simply because you’ve changed your mind, no longer wish to use the services, or your circumstances have changed.
• If a membership service hasn’t been delivered as promised or hasn’t met the standard you’re entitled to under the Australian Consumer Law, we’ll offer a remedy in line with your consumer guarantee rights.
• All other terms in this Booking Policy, including our cancellation and no-show terms, apply equally to members.

Thank you for being part of Ms Monaco Hair Society. We’re dedicated to making every visit a special one. We can’t wait to see you soon.