SALON POLICIES

At our salon, we strive to provide an exceptional experience for all our clients, and clear policies help us achieve this. Our deposit policy ensures that we can reserve your appointment time effectively, allowing us to manage our schedule and accommodate all clients. This small investment not only secures your booking but also demonstrates a commitment to your chosen service.

We also prioritise a respectful and professional environment, which is why our cancellation and damages policies are in place. Timely cancellations allow us to offer appointments to other clients, while our damages policy ensures that we can maintain our high standards and protect our team’s resources.

By adhering to these policies, you contribute to a smooth and enjoyable experience for everyone in our salon. Thank you for your understanding and support.

DEPOSIT, CANCELLATIONS & RESCHEDULING POLICY

ALL SERVICES REQUIRE A DEPOSIT TO SECURE YOUR APPOINTMENT.
If you need to cancel or reschedule your appointment and have provided more than or at least 48 hours notice, your deposit will be conveniently carried over to your next booking, provided the appointment is successfully rebooked.
Please note: Any appointments that are cancelled or rescheduled within 48 hours of the appointment time, will result in automatic forfeit of the deposit.
If you find you need to cancel or reschedule your appointment whilst we are out of business hours, and cannot reach us via phone, you can send us an email and we will consider this as a valid cancellation provided you’ve given minimum 48 hours notice, keeping your deposit safe from forfeiture.
If you are more than 15 minutes late we may need to; modify your service, reschedule your appointment or charge a late fee. If we must reschedule due to lateness, it may be treated as a late cancellation. If you anticipate being late, please contact us immediately.
No-shows will result in an immediate forfeit of the deposit
Multiple no-shows may require full prepayment for future bookings and repeated no-shows may result in refusal of future appointments
All clients will receive a confirmation text message 7 days prior to the appointment. Failure to confirm/contact us to reschedule or cancel will result in an automatic cancellation of the appointment, provided we can’t reach you ourselves up until 48 hours before the appointment time.

CONSULTATIONS

We highly recommend consultations for:
- Major colour changes
- Chemical treatments
- Corrective services

Please note: ANY EXTENSION SERVICE REQUIRES A MANDATORY CONSULTATION TO ALLOW OUR STYLISTS THE ABILITY TO DISCUSS OPTIONS AND COLOUR MATCH.

Consultations are a complimentary service.

PRICING & PAYMENT:

We accept payment via Eftpos, Cash, Afterpay & American Express. All prices are starting prices and may vary based on:
- Hair length
- Hair density
- Time required
- Product usage
- Complexity of service

KOKO HAIR & CO IS A SUSTAINABLE SALON, WE WORK WITH “SUSTAINABLE SALONS” TO REDUCE SALON WASTE AND TO DISPOSE OF WASTE ETHICALLY.

PLEASE NOTE: ALL SERVICES WILL HAVE AN ADDITIONAL $3 GREEN FEE ADDED TO YOUR SERVICE IN SALON, THE ONLINE BOOKING SYSTEM DOES NOT INCLUDE THIS FEE ON PRICES LISTED.

For more information, you can visit https://sustainablesalons.org/

REFUNDS / CHANGE OF MIND

KOKO HAIR & CO DOES NOT OFFER REFUNDS FOR SERVICES RENDERED

If you are unsatisfied with your service and have reached out to us within 7 days of the appointment, our stylists will rectify the issue at no cost. If you fail to contact us within 7 days of the appointment, we are no longer liable for any changes of mind after 7 days. Adjustments must be performed by the original stylist unless otherwise arranged.

Hair Extensions

Any new Extension service will require a consultation and then once we’ve discussed your options, a deposit of $250 will be required to secure the booking
If you wish to have us install extensions that you already possess, prices will vary and Koko Hair will not be liable for any issues that may arise from using externally purchased hair
Purchasing hair extensions through us means you are covered by warranty, should the hair have any issues.

PARKING

There is 2 hour parking available in front of our salon on High St. If you will be with us for a longer duration than 2 hours, and are concerned about parking fines, there are all day parking options in Wallace Square (behind the salon) and on Unit St in the service lane.

HEALTH & SAFETY

Please be mindful of bringing additional guests to your appointment. While infants and toddlers can be accommodated, we kindly ask that older children be left at home whenever possible.

During busy periods, we need access to all available seating. To help us serve everyone eﬃciently, we appreciate you attending your appointment without extra guests whenever possible.

Please inform us if you:
- Are pregnant
- Have allergies or sensitivities
- Have scalp conditions or infections
- Are taking medications that may aﬀect hair services

Failure to disclose relevant health information that may aﬀect results and void service guarantees.

CHEMICAL SERVICE DISCLAIMER

Chemical services (colour, bleach, relaxers, perms, keratin treatments) involve inherent risks.

Results cannot be guaranteed when:
- Box dye has been used
- Previous chemical services were performed elsewhere
- Hair integrity is compromised

We reserve the right to refuse service if hair condition would lead to excessive damage.Koko Hair & Co are not responsible for any colour/bleach damage to clothing. Please be mindful that expensive/valuable clothing should not be worn during any appointment that requires the use of colour or bleach.

PHOTOGRAPHY & SOCIAL MEDIA

We may take before and after photos, or videos during your service for:
- Social media
- Marketing purposes

If you prefer not to be photographed or filmed, please inform us and we’ll be happy to put the camera away!

SERVICE GUARANTEE LIMITATIONS

Hair services are influenced by:
- Previous chemical history
- Home care routine
- Product usage
- Environmental exposure

We cannot guarantee identical results from inspiration photos. Hair goals will be discussed during consultation to set realistic expectations.

PRIVACY

We respect your privacy.
- Your personal information collected for booking will never be sold
- Payment information is securely processed and will not be saved on file
- Contact information may be used for reminders/appointment confirmation and promotions
- You may opt out of marketing communications at any time