Salon Policies

Cancellation Policy

Please understand that our time is reserved for you personally. When you cancel or reschedule your appointment without giving enough notice, we miss the opportunity to fill that appointment space. Our aim is to provide you with excellent service, and our policies help to achieve this. Thank you.

The Details

Cancellation & Non-Attendance

✦A non-refundable deposit may be required to secure your online booking. Any deposit paid will go towards your total payment on the day.
✦Cancellations made with less than 24 hours notice will incur a 50% charge fee for that appointment booked, and any deposit will be forfeited.
✦Cancellations made with more than 24 hours notice — any deposit will be transferred as a credit on your account to use on a future appointment.
✦Should you fail to attend your appointment without providing a minimum of 24 hours notice, we reserve the right to charge you a $50 No Show or Late Cancellation fee.
✦For appointments made within the 24 hour period, if you cannot make your appointment, please cancel with at least 4 hours notice of your appointment time. Failure to do so may forfeit any deposit.
✦Always ensure to book your next appointment before leaving our salon to ensure you get to choose the date and time that suits you best.
✦If you are unable to attend your appointment due to an emergency, we may waive the charges at our discretion.

Running Late

Please ensure that you are on time for your appointment as a courtesy to the client that follows. If you are more than 15 minutes later than the appointment time without prior notice, we will cancel the appointment. If your treatment was cancelled due to being late, we will endeavour to reschedule the appointment to another available time. The above cancellation policy will apply and any deposit forfeit.

Refunds

✦Any payment or deposit paid for your appointment is non-refundable.
✦Deposits are transferable if more than 24 hours notice is given of a cancellation and can be used for future appointments or product purchases.
✦You may send someone else in your place to your appointment only with prior approval from us beforehand.
✦We do not offer refunds on treatments that have already been completed.
✦All jewellery purchases are final; we cannot accept it being returned and will not refund it.

Complaints

If you are unhappy in any way, please let us know as soon as possible — but no later than within 3 working days, and we will work with you to rectify the situation.

We operate a re-do policy at Coccinella, which means we may offer to re-do your service for you, if we feel it is appropriate. As we have costs to cover, including product, time and utilities, this is our policy instead of offering a refund. You may be invited back into the salon so that we may assess the problem in person.

✦

We understand that sometimes life happens — sickness, work, family etc. If a problem arises and you need to reschedule, we completely understand and will be happy to rebook your appointment. A big thank you to all our clients who let us know when they are unable to make their appointment with plenty of time to try and fill that vacancy.

We hope you understand the need to enforce this policy; it is in place to ensure we can continue to provide you with the services you enjoy.