🔄 Rescheduling

Plans change, and that’s okay. Reschedules made with 24 hours’ notice or more are free of charge, no questions asked.

If you need to reschedule with less than 24 hours’ notice, we’ll always try to move you into another available time first — if we can fill your original slot, no fee applies. If we can’t, a 30% cancellation fee will be charged to the card on file.

 

❌ Cancellations & No-Shows

Cancellations or no-shows with less than 24 hours’ notice will be charged 30% of the appointment value, as this time was reserved exclusively for you and couldn’t be offered to another client.

We understand that unexpected changes can happen. These guidelines simply help minimise financial loss and ensure we can continue offering a personalised, high-quality experience for every guest.

 

💵 Payments

Payments are taken through Fresha via payment link or tap to pay, and cash is also welcome on the day.

 

💬 Refund Policy

We take great pride in delivering high‑quality, personalised services. Due to the nature of professional hair services, refunds are not offered for work already performed. If you have any concerns about your result, please contact us within 48 hours so we can arrange a complimentary adjustment where appropriate.

Retail products may be exchanged if faulty or damaged. For hygiene and safety reasons, we cannot accept returns on opened or used products.

Thank you for your understanding as these guidelines help us maintain a safe, high‑quality experience for every guest.

📋 Client Privacy Policy

Your privacy matters. Eden & Muse collects only the information necessary to provide a personalised and professional experience. This may include your name, contact details, booking history, consultation notes, and any information you choose to share.

Your information is used solely for managing bookings, sending confirmations and reminders, and delivering safe, tailored services. All details are stored securely and accessed only by the business owner.

We do not sell, share, or disclose your information to third parties unless required by law. You may request access to, correction of, or removal of your information at any time.

By booking an appointment or submitting your details, you consent to the collection and use of your information in accordance with this policy.

📸 Photography Policy

We occasionally capture photos or videos to showcase our work and celebrate transformations. Your comfort is always our priority.

Images are only taken with your consent, and you are welcome to decline at any time. You may choose whether your face is included or whether images focus solely on your hair.

Photos may be used on our website, social media, or marketing materials. If you wish to withdraw consent or request removal of an image, please contact us and we will action this promptly.

🎨 Box Dye / Colour Build‑Up

Colour build‑up—especially from box dye—can behave unpredictably when lightening. A thorough consultation is performed before your service to discuss your colour history.

Please provide accurate information so realistic expectations can be set.

🏖️ Chlorine / Swimming

Chlorine exposure can affect how hair responds to lightening. A strand test may be recommended to avoid chemical reactions.

Please inform your stylist if your hair has been exposed to chlorine.

🗣️ Duty to Inform Policy

We perform a thorough consultation before your service to understand your desired results. You’ll be asked about your hair history so appropriate steps can be taken.

Full disclosure is essential. We cannot assume responsibility for adverse reactions when contraindicating conditions or previous chemical services have not been disclosed.

🚫 Inferior Product Use

To maintain the integrity of your colour and ensure the best possible results, we recommend using the products prescribed at your appointment.

Your stylist reserves the right to refuse service if inferior or incompatible products have compromised the hair.

🤝 Behaviour & Salon Etiquette

We value respect, professionalism, and trust within the studio. We ask all guests to maintain realistic expectations and trust the professional advice provided.

To preserve the calm, premium experience for everyone, we kindly ask that additional guests are not brought to your appointment. Eden & Muse operates within a shared luxury space, and extra visitors can impact the comfort, privacy, and experience of other clients.

We also recognise that some guests may require the support of a carer or support worker. We fully respect and accommodate this need. If you require assistance during your appointment, please let us know ahead of time so we can ensure the space is prepared to welcome you comfortably and respectfully.

If behaviour does not align with these values, service may be politely refused.

 

🧪 Skin Patch Test Policy 

A skin patch test is recommended at least 48 hours prior to any chemical colour service to check for allergic reactions. It is the client’s responsibility to book this test ahead of their appointment.

 

By choosing not to book a patch test within this timeframe, you acknowledge that you are proceeding with your colour service without one, and accept the associated risks.

⚗️ Scalp Bleach Policy

Scalp bleach is a high‑alkaline chemical service requiring precise application and regular maintenance every 4–6 weeks.

The natural heat from the scalp accelerates lift within approximately 2.5 cm of regrowth. Exceeding the recommended timeframe may result in banding or uneven results.

Mild sensitivity is expected; extreme discomfort is not. If bleaching must be stopped early due to discomfort, any corrective services will be charged accordingly.

Clients must commit to touch‑ups within 6 weeks. Regrowth beyond this timeframe requires a full head of foils using the platinum card technique and may require rescheduling.

We do not offer global bleach application for pre‑lightened hair with regrowth beyond this timeframe.

🌱 Regrowth Policy

Regrowth is considered 4–6 weeks of new growth. Any outgrowth beyond this will be charged accordingly.