Jayne & Co Salon Policies & Procedures

At Jayne & Co, our goal is to provide every client with an exceptional salon experience in a welcoming, professional environment. These policies help ensure fairness, transparency and the highest standard of service for both our clients and our team.
By booking an appointment with Jayne & Co, you acknowledge that you have read and agree to the following policies.

Appointments
We recommend booking your appointments in advance to secure your preferred stylist, service and time.
A confirmation message will be sent prior to your appointment. Please ensure your contact details remain up to date.
If you are running late, please contact the salon as soon as possible. While we will always do our best to accommodate you, arriving late may reduce your service time or require your appointment to be rescheduled.

Deposits
Certain services, including colour corrections, hair extensions, hair loss services and appointments requiring significant appointment time, require a booking deposit.
Deposits secure your appointment and are deducted from your final service total.
Deposits may be forfeited if cancellation policies are not followed.

Cancellation & Rescheduling
We kindly request a minimum of 48 hours' notice if you need to cancel or reschedule your appointment.
Appointments cancelled with less than 48 hours' notice may result in the loss of your booking deposit.
Failure to attend your appointment without notice ("No Show") may require full payment before future bookings can be accepted.
Repeated late cancellations or missed appointments may result in online booking privileges being removed.

Refund Policy
At Jayne & Co, we are committed to providing high-quality services and client satisfaction.
If you have any concerns regarding your service, we ask that you contact us promptly so we can assess your concerns.
Refunds are not provided simply because a client changes their mind or decides the chosen style, colour or length is no longer desired after the service has been completed.
We believe communication is the key to achieving the best outcome and are committed to working with our clients wherever reasonably possible.

Service Adjustments
If you are unhappy with any aspect of your service, please contact the salon within 7 days of your appointment.
We ask that you return to the salon so your stylist or salon manager can personally assess your concerns.
Where appropriate, we will happily provide a complimentary adjustment to bring the service in line with the original consultation.
Adjustments are offered at the discretion of Jayne & Co and only where the concern relates to the original agreed service.
Adjustments are not offered where:
another salon has altered the work
home colouring has been performed
incorrect aftercare has been followed
maintenance appointments have been missed
the client has changed their mind after the service

Hair Extensions
Hair extensions are considered a custom product and service.
Due to hygiene regulations and the customised nature of each installation:
Hair extensions cannot be returned once opened, coloured, cut or installed.
Extension installation services are non-refundable.
Any concerns regarding the quality of the hair must be reported as soon as reasonably possible.
If a manufacturing fault is suspected, Jayne & Co reserves the right to inspect the hair before determining an appropriate resolution.
Manufacturer warranties do not cover damage caused by:
incorrect aftercare
swimming or chemical exposure
excessive heat damage
unsuitable hair products
poor maintenance
incorrect brushing
failure to attend maintenance appointments

Hair Extension Maintenance
Regular maintenance appointments are essential to maintain the integrity of your natural hair and extensions.
Clients are responsible for booking maintenance appointments within the recommended timeframe.
Failure to maintain extensions correctly may result in:
matting
tangling
excessive shedding
natural hair damage
warranty becoming void

Hair Loss Systems & Mesh Integration
Hair loss systems are individually customised to each client.
Results may vary depending on:
natural hair density
scalp condition
lifestyle
medical history
aftercare
ongoing maintenance
Because these systems are custom fitted, altered and installed specifically for each individual, they are non-refundable once supplied or fitted unless required by Australian Consumer Law.

Colour Services
Hair colour results cannot be absolutely guaranteed.
Many factors influence colour outcomes including:
previous colour history
box dye
medication
mineral build-up
hormonal changes
hair condition
existing damage
Where necessary, multiple appointments may be required to safely achieve your desired result.
Your stylist will always prioritise the integrity of your hair over unrealistic expectations.

Client Responsibility
To help us achieve the best possible result, clients agree to provide accurate information regarding:
previous colour history
home colouring
chemical treatments
medications
allergies
pregnancy
scalp conditions
previous extension history
Failure to disclose relevant information may affect the final result and limit the salon's ability to guarantee outcomes.

Aftercare
Professional aftercare is essential.
Clients are expected to follow all aftercare advice provided by their stylist.
Failure to do so may affect:
longevity
colour retention
extension performance
warranty eligibility
Jayne & Co recommends using only salon-approved products where advised.

Photography & Social Media
We love showcasing our beautiful work.
Photographs and videos may occasionally be taken for educational or marketing purposes.
If you would prefer not to appear in any photographs or videos, simply let your stylist know before your appointment.
Your privacy will always be respected.

Children
For the safety of all guests, we kindly ask that children not receiving a service remain supervised at all times.
As our salon contains hot tools, chemicals and sharp equipment, we recommend arranging childcare where possible.

Health & Safety
The safety of our clients and team is our priority.
Our salon follows strict hygiene and infection-control procedures including:
sanitising all tools between clients
disinfecting workstations
using professional-grade cleaning products
maintaining high hygiene standards throughout the salon
If you are feeling unwell or experiencing symptoms of an infectious illness, we kindly ask that you reschedule your appointment.

Communication
Our salon communication hours are:
Tuesday – Friday
9:00am – 5:00pm
Messages received outside these hours will be responded to as soon as possible during business hours.

Respectful Behaviour
Jayne & Co is committed to providing a welcoming, inclusive and respectful environment.
Aggressive, abusive, threatening or inappropriate behaviour toward our team or other clients will not be tolerated.
The salon reserves the right to:
refuse service
terminate appointments
request payment for completed services
decline future bookings
where behaviour is considered unacceptable.

Gift Vouchers
Gift vouchers:
are not redeemable for cash
must be presented at the time of appointment
cannot be replaced if lost or stolen
are valid for the expiry period stated on the voucher unless otherwise required by law

Pricing
Prices may vary depending on:
hair length
hair density
product usage
service complexity
additional time required
A personalised quote will always be provided during your consultation wherever possible.

Australian Consumer Law
Nothing within these policies excludes or limits your rights under the Australian Consumer Law.
Where a major failure has occurred as defined under Australian Consumer Law, clients are entitled to the remedies provided by legislation.

Our Promise
At Jayne & Co, we genuinely care about every client who walks through our doors.
We pride ourselves on honest consultations, exceptional workmanship, ongoing education and creating a salon experience where every guest feels welcomed, valued and confident.
If something doesn't feel right, please speak with us. We are committed to listening, working together and finding a fair solution wherever possible.