Privacy Policy
Effective date: 1 January 2026
Spoilt Hair Retreat respects your privacy and is committed to handling your personal information responsibly.
This Privacy Policy explains how Spoilt Hair Retreat (“Spoilt”, “we”, “us” or “our”) collects, holds, uses and discloses personal information when you visit our website, contact us, make or manage an appointment, purchase products or services, interact with us online, or otherwise deal with our salon.
Where applicable, we handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
1. What personal information we may collect
The personal information we collect will depend on how you interact with us. It may include:
your name;
telephone number;
email address;
address, where relevant;
appointment and booking information;
service and purchase history;
loyalty program information;
preferences and information you provide during a consultation;
notes relevant to providing your salon services;
communications you have with us, including enquiries, feedback or complaints;
photographs or videos, where you have agreed to their use;
marketing preferences and consent; and
technical information associated with your use of our website, such as device, browser, IP address and website usage information.
Where information about allergies, sensitivities, hair or scalp conditions, medications or other health-related matters is relevant to the safe or appropriate provision of a service, we may ask you to provide this information. We will only collect information that is reasonably necessary for the service being provided.
You are not required to provide us with personal information unless it is necessary for us to provide a particular service. However, if you choose not to provide certain information, we may not be able to make a booking, respond to an enquiry or safely provide a requested service.
2. How we collect personal information
We generally collect personal information directly from you when you:
make, change or cancel an appointment;
create or manage a booking through Fresha;
visit the salon;
complete a consultation or client form;
telephone, email or contact us through our website;
purchase a product, service, package or gift voucher;
join or participate in our loyalty program;
enter a promotion or competition;
subscribe to or consent to receive marketing communications;
leave a review or provide feedback;
interact with us through social media; or
otherwise communicate with us.
We may also receive personal information from third-party services that you choose to use to interact with us, including our booking provider, Fresha, and social media platforms.
3. Online bookings and Fresha
Spoilt Hair Retreat uses Fresha to manage appointments, client records and certain salon operations.
When you make or manage a booking through Fresha, personal information may be collected and processed by Fresha as well as made available to Spoilt Hair Retreat for purposes such as:
managing your appointment;
maintaining your client profile;
recording your appointment and service history;
managing communications and appointment reminders;
processing payments;
managing loyalty, packages or promotions where applicable; and
providing customer service.
Certain information entered into Fresha may be processed by Fresha on our behalf, while other information may be collected and used by Fresha independently in accordance with its own privacy policy and terms.
We recommend reviewing Fresha's Privacy Policy when using its platform.
4. Payments
Payments may be processed using Fresha or other third-party payment processing services.
Where a payment provider processes your credit or debit card, the payment provider is responsible for securely processing the card information in accordance with its own privacy and security practices.
Spoilt Hair Retreat does not require access to your complete credit or debit card details in order to provide our salon services.
5. How we use your personal information
We may use your personal information to:
make, confirm, change and manage appointments;
provide hairdressing, consultation and related salon services;
maintain accurate client and service records;
personalise your salon experience;
communicate with you about an appointment;
send appointment confirmations and reminders;
process payments, refunds or other transactions;
manage our loyalty program, packages, offers and promotions;
respond to questions, feedback or complaints;
improve our services and customer experience;
operate, maintain and improve our website;
understand how visitors use our website;
protect our business, staff and clients from fraud, misuse or unlawful activity;
meet legal, accounting, insurance or regulatory requirements; and
send marketing communications where permitted.
We will not use your personal information for purposes unrelated to those for which it was collected unless you have consented to that use or the use is otherwise permitted or required by law.
6. Marketing communications
From time to time, we may send information about Spoilt Hair Retreat, including salon news, promotions, new services, offers or other information we think may be relevant to you.
We will only send electronic marketing communications where we have the appropriate consent or are otherwise permitted to do so.
You can opt out of marketing communications at any time by using the unsubscribe or opt-out option provided in the communication or by contacting us.
Opting out of marketing will not prevent us from sending non-marketing communications that are necessary to manage an appointment or transaction, such as booking confirmations or appointment reminders.
7. Photographs, video and social media
We may occasionally photograph or record salon work for our website, social media or other promotional purposes.
Where a client is identifiable, we will seek permission before using their image for marketing or promotional purposes.
You may withdraw your permission for future use by contacting us. This may not always allow us to remove material that has already been printed, shared by third parties, or otherwise distributed beyond our reasonable control.
If you communicate with or tag Spoilt Hair Retreat through a social media platform, that platform may also collect and process information in accordance with its own privacy policy.
8. Our website, cookies and analytics
Our website is hosted using Squarespace.
When you visit our website, Squarespace and other services used on the site may automatically collect certain technical information, including information about your:
browser;
device;
IP address;
pages visited;
approximate location;
referring website; and
interactions with the website.
Our website may use cookies and similar technologies to operate correctly, remember preferences, understand website traffic and improve the website experience.
Some cookies may be placed by third-party services used on our website.
Where required, you may be able to accept, reject or manage certain cookies using our website's cookie settings or your browser settings.
Squarespace may process website information in accordance with its own Privacy Policy and Cookie Policy.
9. When we may disclose personal information
We may disclose personal information where reasonably necessary to operate our business or provide services to you.
This may include disclosure to:
Fresha;
Squarespace;
payment processing providers;
website, IT and technology service providers;
email, SMS or communications providers;
professional advisers such as accountants, insurers or legal advisers;
contractors or service providers assisting our business;
government, law enforcement or regulatory authorities where required or authorised by law; or
another party where you have authorised us to disclose the information.
We do not sell or rent our client list or personal information to third parties.
Where third parties process information on our behalf, we take reasonable steps to use reputable providers and limit disclosure to information reasonably required to provide their services.
10. Overseas processing and disclosure
Some of the technology and service providers we use operate internationally. As a result, personal information may be stored, accessed or processed outside Australia.
For example, Squarespace states that information may be transferred internationally, including to the United States.
Fresha operates internationally and states that its services may involve processing or storage in countries including the United States, Canada, United Kingdom, Australia, the United Arab Emirates, the Netherlands and other countries in the European Economic Area, as well as locations used by its authorised service providers.
The countries in which information is processed may change as our service providers change their operations or sub-processors.
Where required, we take reasonable steps in relation to overseas handling of personal information and rely on the privacy and security arrangements of the providers we use.
11. How we protect personal information
We take reasonable steps to protect the personal information we hold against misuse, interference, loss, unauthorised access, modification or disclosure.
These measures may include:
password-protected systems and accounts;
restricting access to personal information to staff who reasonably require it;
using reputable service providers with appropriate security measures;
maintaining appropriate access controls; and
taking reasonable steps to securely dispose of information when it is no longer required.
No method of transmitting or storing information electronically is completely secure. While we take reasonable precautions, we cannot guarantee the absolute security of information transmitted over the internet or stored electronically.
12. How long we keep personal information
We retain personal information for as long as reasonably necessary for the purpose for which it was collected, to maintain appropriate client and business records, and to comply with legal, accounting, insurance or other legitimate business requirements.
When personal information is no longer reasonably required, we will take reasonable steps to delete, destroy or de-identify it where appropriate and where we are permitted to do so.
Information stored by third-party providers may also be subject to their own retention requirements.
13. Accessing or correcting your information
You may contact us if you would like to:
request access to personal information we hold about you;
ask us to correct information that is inaccurate, incomplete or out of date; or
ask a question about how your personal information is being handled.
We may need to verify your identity before providing access to or changing personal information.
In some circumstances we may be permitted or required to refuse access to certain information. If that occurs, we will explain the reason where required by law.
If the information you would like to access or change is held directly by Fresha, you may also need to make the request through Fresha.
14. Privacy complaints
If you have a concern or complaint about the way we have handled your personal information, please contact us using the details below.
Please provide enough information for us to understand your concern and investigate the matter.
We will take reasonable steps to investigate your complaint and respond within a reasonable period.
Where the Privacy Act applies and you are not satisfied with our response, you may also be entitled to make a complaint to the Office of the Australian Information Commissioner (OAIC).
15. Children and young people
Spoilt Hair Retreat provides services to clients of different ages.
Where appropriate, a parent or guardian may make or manage an appointment for a child or young person and provide information necessary for us to provide that service.
We do not knowingly collect personal information from children through our website for marketing purposes without appropriate permission.
16. Third-party websites
Our website may contain links to third-party websites or services, including Fresha and social media platforms.
Once you leave our website or use a third-party service, that organisation's own privacy policy and terms apply. Spoilt Hair Retreat is not responsible for the privacy practices of third-party websites or platforms.
17. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our business, website, service providers or legal obligations.
The current version will be published on our website and will show the date it was last updated.
We encourage you to review this policy periodically.
18. Contact us
For questions, requests or complaints relating to privacy, please contact:
Privacy Contact
Spoilt Hair Retreat
40 Grantham Street
Wembley WA 6014
Australia
Phone: (08) 9383 7060
Email: hello@spoilthair.com.au
Alternatively, you can contact us through the contact form on our website.