Terms & Conditions
Effective date: 1 January 2026
Welcome to Spoilt Hair Retreat.
These Terms & Conditions apply to your use of our website and, where relevant, appointments, services, products, gift cards, promotions and other transactions with Spoilt Hair Retreat (“Spoilt”, “we”, “us” or “our”).
By using our website, making a booking or purchasing from us, you agree to these Terms & Conditions.
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights or remedies you may have under the Australian Consumer Law or any other rights that cannot lawfully be excluded.
1. About us
Spoilt Hair Retreat is a hair salon located at:
Spoilt Hair Retreat
40 Grantham Street
Wembley WA 6014
Australia
Phone: (08) 9383 7060
Email: hello@spoilthair.com.au
2. Appointments and bookings
Appointments may be booked directly with Spoilt Hair Retreat or through our third-party booking provider, Fresha.
When making a booking, you are responsible for providing accurate and current contact information so that we can communicate with you regarding your appointment.
Appointments are subject to availability and are not guaranteed until confirmed.
The duration shown for an appointment is an estimate. Appointment times may vary depending on your hair, the services required and other circumstances on the day.
We reserve the right to refuse or discontinue a service where we reasonably believe it would be unsafe, unsuitable, contrary to professional advice, or where we are unable to achieve the requested service without an unreasonable risk of damage to the hair or scalp.
3. Consultations and service suitability
Hair colour, lightening, chemical treatments, extensions and other technical services may require a consultation before we can confirm suitability, timing or price.
You agree to provide accurate information that may reasonably affect the service, including relevant:
colour and chemical history;
previous treatments;
use of box colour, henna or other products;
extensions;
allergies or sensitivities;
hair or scalp conditions; and
other information requested during your consultation.
Previous chemical services and products can affect how hair responds to future services.
Where appropriate, we may recommend or require a strand test, skin test, consultation, alternative service or treatment plan before proceeding.
If we advise that a requested service is not appropriate for your hair, we may decline to perform it or recommend a different approach.
4. Colour and hair results
We will use reasonable care and professional skill when providing our services and will discuss achievable outcomes with you during your consultation.
Hair is individual and results can be affected by factors including:
natural hair colour and texture;
hair condition and porosity;
previous colour and chemical history;
minerals, product build-up or environmental factors;
home haircare;
previous services performed by another salon or at home; and
the starting condition of your hair.
Reference photographs are useful for communicating your preferences but cannot guarantee an identical result.
In some circumstances, achieving a desired colour or result safely may require several appointments.
The health and integrity of your hair will take priority over attempting to achieve a particular result in a single appointment.
5. Pricing
Prices displayed on our website, Fresha, social media or other marketing materials are in Australian dollars (AUD) and include GST where applicable.
Any price described as “from”, an estimate or indicative price is a starting point only.
Final pricing may depend on factors including:
hair length;
hair thickness or density;
amount of product required;
complexity of the service;
time required;
your existing hair colour or condition;
additional treatments or services; and
changes to the agreed service during your appointment.
Where reasonably possible, we will discuss significant changes to the anticipated service or price with you before proceeding.
Prices and services may change from time to time. The price applicable to your appointment will generally be the current price at the time the service is provided unless another price has been specifically agreed.
6. Cancellations and changes
We understand that plans sometimes change.
We ask that you provide at least 24 hours' notice if you need to cancel or reschedule your appointment.
Appointment reminders are generally sent approximately 48 hours before your appointment as a courtesy. You remain responsible for remembering and managing your booking even if a reminder is not received.
Same-day cancellations
If you cancel or reschedule your appointment on the same day as your scheduled appointment, a fee equal to 50% of the value of the booked services may be charged or added to your account and may be required to be paid before or at your next appointment.
This reflects the time that has been reserved specifically for your appointment and the difficulty of filling that appointment at short notice.
Where exceptional circumstances apply, please contact us. We may exercise reasonable discretion depending on the circumstances.
7. Failure to attend an appointment
If you do not attend an appointment and have not contacted us beforehand, we may treat the appointment as a late cancellation and apply an applicable cancellation or no-show fee.
Following repeated late cancellations or missed appointments, we may require payment or a deposit before accepting future bookings or may decline future appointments.
8. Late arrival
Please arrive on time for your appointment.
If you arrive late, we will do our best to accommodate you. However, depending on the time remaining and the services booked, we may need to:
modify the service;
shorten the appointment;
reschedule part or all of the appointment; or
treat the appointment as a late cancellation if there is insufficient time to perform the service safely and professionally.
This is necessary to avoid significantly delaying appointments booked after yours.
9. Changes made by Spoilt Hair Retreat
Occasionally we may need to change, reschedule or cancel an appointment due to illness, staff availability, emergencies or circumstances outside our reasonable control.
If this happens, we will make reasonable efforts to contact you and arrange an alternative appointment.
We are not responsible for indirect costs arising from an appointment being changed or cancelled where the change was outside our reasonable control, except to the extent that liability cannot lawfully be excluded.
10. Satisfaction and concerns about a service
We want clients to be happy with the services they receive at Spoilt Hair Retreat.
If you have a concern with your hair following an appointment, please contact us as soon as reasonably possible so that we can discuss the issue and, where appropriate, inspect your hair.
Depending on the circumstances, we may ask you to return to the salon so that we can assess the service before determining an appropriate solution.
Any remedy will depend on the circumstances and your rights under the Australian Consumer Law.
A change of mind, change in personal preference after the service, or a request for a result different from what was agreed during the consultation does not necessarily mean that the original service was faulty.
Nothing in this section limits your rights under the Australian Consumer Law.
11. Australian Consumer Law
Our goods and services come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Services must be provided with due care and skill and, where applicable, be fit for an agreed purpose.
Products must meet applicable consumer guarantees, including being of acceptable quality and matching their description.
If goods or services fail to meet a consumer guarantee, you may be entitled to a remedy under the Australian Consumer Law depending on the nature and seriousness of the failure.
Nothing in these Terms & Conditions excludes, restricts or modifies those rights.
12. Hair extensions
Hair extension services may require a consultation before an installation can be confirmed.
Suitability, quantity, colour, method, maintenance requirements and final pricing will be discussed based on your individual hair and desired result.
Extensions require appropriate maintenance and home care. Failure to follow recommended maintenance, aftercare or appointment schedules may affect the appearance, condition and longevity of extensions and your natural hair.
The lifespan of extensions will vary depending on factors including the extension method, hair quality, maintenance, home care, lifestyle and use of heat or hair products.
We cannot guarantee a particular lifespan where extensions have not been cared for or maintained in accordance with the advice provided.
Nothing in this section limits rights you may have under the Australian Consumer Law in relation to defective products or services.
13. Products
We may sell professional haircare and other retail products.
Please follow the manufacturer's directions and any advice provided by our team.
Individual reactions and results can vary.
If you believe a product purchased from us is faulty, damaged or does not comply with a consumer guarantee, please contact us.
We are not required to provide a refund simply because you change your mind about a product, except where we choose to do so or where required by law.
Your rights regarding faulty products are not affected by this change-of-mind policy.
14. Gift cards and vouchers
Gift cards purchased from Spoilt Hair Retreat are subject to the conditions displayed at the time of purchase.
Where Australian gift-card laws apply, purchased gift cards will have at least the minimum validity period required by law.
Unless otherwise stated:
gift cards may be used towards eligible services or products;
gift cards are not redeemable for cash except where required by law;
any remaining balance may continue to be used until the applicable expiry date; and
lost or stolen gift cards may only be replaced where we can reasonably verify the original purchase and unused balance.
Promotional vouchers, complimentary vouchers, loyalty rewards and prizes may have different expiry dates and conditions because different legal rules may apply to those offers.
Any applicable restrictions will be communicated with the offer.
15. Promotions, discounts and special offers
Promotions and special offers may be subject to additional terms displayed with the relevant promotion.
Unless otherwise stated:
offers cannot be exchanged for cash;
offers cannot be used retrospectively;
offers may be limited to particular services, clients, staff members, dates or appointment times;
offers may be limited to one redemption per client;
multiple discounts or promotions may not be able to be combined; and
availability may be limited.
Where a promotion has a stated closing or expiry date, it must be redeemed within the stated promotional period, subject to any applicable law.
We reserve the right to correct genuine errors in promotional material and to withdraw or amend a promotion where reasonably necessary, provided this does not affect rights already accrued by a client or any rights that cannot lawfully be excluded.
16. Loyalty program
If Spoilt Hair Retreat offers a loyalty or rewards program, participation is subject to the conditions communicated with that program.
Points or rewards:
are not cash;
cannot generally be transferred between clients;
may only be redeemed for eligible rewards;
may be subject to redemption requirements; and
may expire or change where permitted and where reasonable notice is provided.
We may amend, replace or discontinue a loyalty program from time to time, subject to applicable law and any rights already accrued.
17. Children and minors
Children and young people are welcome where an appropriate service has been booked.
A parent or guardian may be required to provide consent for certain services for a person under 18.
We reserve the right to decline a chemical, colour, extension or other service for a minor where we consider the service inappropriate or where appropriate consent has not been provided.
Children attending the salon who are not receiving a service remain the responsibility of their accompanying parent or guardian.
18. Personal belongings
Please take reasonable care of your personal belongings while visiting the salon.
Spoilt Hair Retreat is not responsible for loss, theft or damage to personal belongings unless the loss or damage was caused by our negligence or otherwise gives rise to liability that cannot lawfully be excluded.
Please take particular care with clothing and valuable items during colour or chemical services.
19. Behaviour in the salon
We are committed to providing a safe and respectful environment for our clients and team.
We may refuse or discontinue service where a person behaves in a way that is abusive, threatening, discriminatory, harassing, unsafe or seriously disruptive.
Where reasonably necessary, we may also refuse future bookings.
20. Website information
We take reasonable care to keep the information on our website accurate and current.
However:
services, prices, team members, availability and other information may change;
photographs and examples are illustrative;
colours may appear differently depending on screens and devices; and
occasional errors or omissions may occur.
If there is a material difference between website information and information provided directly to you as part of a consultation or confirmed booking, please contact us for clarification.
21. Intellectual property
Unless otherwise stated, the content of the Spoilt Hair Retreat website, including photographs, text, graphics, branding, logos and website design elements, is owned by or licensed to Spoilt Hair Retreat.
You may view and use the website for personal, non-commercial purposes.
You must not reproduce, publish, distribute, modify or commercially use our content without permission, except where permitted by law.
22. Third-party services and links
Our website may contain links to third-party services and websites, including Fresha and social media platforms.
These services are operated independently from Spoilt Hair Retreat and may be subject to their own terms, conditions and privacy policies.
We are not responsible for the operation, availability, security or content of third-party services except to the extent that responsibility cannot lawfully be excluded.
23. Privacy
We handle personal information in accordance with our Privacy Policy.
Our Privacy Policy explains what information we may collect, how we use and disclose it, and how you can contact us about your personal information.
24. Liability
To the maximum extent permitted by law, Spoilt Hair Retreat will not be liable for loss or damage resulting from:
information you have not disclosed that was reasonably relevant to the service;
incorrect or incomplete information provided by you;
failure to follow reasonable professional aftercare or maintenance instructions;
services, treatments or products subsequently applied by you or another person after your appointment; or
circumstances outside our reasonable control.
This section does not exclude or restrict liability where doing so would be unlawful, including liability arising from consumer guarantees under the Australian Consumer Law.
25. Changes to these Terms & Conditions
We may update these Terms & Conditions from time to time to reflect changes to our services, policies, website, business practices or legal obligations.
The current version will be published on our website with its effective date.
Changes will not retrospectively remove rights that have already accrued to you.
26. Governing law
These Terms & Conditions are governed by the laws of Western Australia, Australia.
You and Spoilt Hair Retreat submit to the jurisdiction of the courts and tribunals of Western Australia and any courts entitled to hear appeals from them.
27. Contact us
If you have any questions about these Terms & Conditions, please contact:
Spoilt Hair Retreat
40 Grantham Street
Wembley WA 6014
Australia
Phone: (08) 9383 7060
Email: hello@spoilthair.com.au