Booking, Cancellation and loving your hair policy

Booking Policy Effective January 2026.

As The Base Hair Lab continues to grow, we’ve updated our booking and cancellation policies to help us run smoothly, respect our team’s time, and ensure every guest receives the high level of service we’re known for.

By booking an appointment with us, you agree to the following:

 Booking Policy
• A valid credit card is required to be securely stored on file for all appointments (no charges unless a policy is breached).
• If you prefer not to leave a card on file, full payment is required at the time of booking.
• Appointments are booked based on the agreed scope of work.
 – Additional services will be charged accordingly.
 – If less work is required, no refunds or credits apply.

 Late Arrivals
• Arrivals more than 10 minutes late may be treated as a no-show and charged 100% of the appointment cost.
• We may need to modify or reschedule your service depending on timing and availability.
• Full services cannot be guaranteed if you arrive late.

 Cancellations & No-Shows
• Cancellations within 48 business hours may incur a partial or full charge.
• No-shows will be charged 100% of the appointment cost.
• Guests arriving more than 10 minutes late may be classed as a no-show.
• We understand that life happens — please communicate with us as early as possible. Extenuating circumstances will always be considered.

 Declined Payments
• If a card on file is declined:
 – Future appointments must be paid in full in advance
 – Online booking access will be removed
• Any outstanding balances must be cleared before new appointments can be booked.

Thank you for your understanding and continued support 
These policies help us respect our team’s time and continue delivering the exceptional experience you expect at The Base Hair Lab.

COLOUR & KERATIN WARRANTY POLICY

To ensure the longevity and integrity of your colour or keratin smoothing service, we require that guests use professional salon-grade products.
We’re only able to guarantee our work if you’re using products purchased from The Base Hair Lab, or if you can provide proof that you’re using professional haircare recommended by your stylist. This helps us protect the health of your hair and the quality of your results!Mobile Wedding BookingsFull Payment is due two (2) weeks prior to Wedding Date.
The Base Hair Lab reserves the right to cancel at anytime, should The Base Hair Lab cancel your appointment, all moneys paid will be refunded.
A Date Retainer of 50% of total services is payable prior to booking confirmation. The Date Retainer is taken as to retain the proposed dates above for wedding hair services to be provided by The Base Hair Lab.
Quotation provided by The Base Hair Lab must be finalised by payment due date. Only services provided on the finalised wedding agreement will be provided.  Should additional services be required, please make the request prior to the wedding day.

Cancelations
Bookings cancelled within 8 weeks of wedding date will not be eligible for retainer refund.
 Bookings cancelled prior to 8 weeks from wedding date, will be eligible for retainer refund.
The Base Hair Lab has ZERO tolerance for abusive, anti-social or aggressive behaviour, The Base Hair Lab reserves the right to stop work and leave should their staff or contract staff be made to feel unsafe or be placed into an abusive situation.
Should this occur, no refund will be given. Love Your Hair Policy.At The Base Hair Lab we understand that sometimes it takes time for us to adapt to big changes, especially with our hair.

should you have your hair Coloured or Cut with us and you are unsure or its not quite right please contact us within 7 days for the salon to schedule another appointment for us to make adjustments.

If you have had an appointment with us, and you attend another salon for amendments to be made. The Base Hair Lab will not warrant any previous works.

The Base Hair Lab DOES NOT offer refunds for any Hairdressing services provided. The Base Hair Lab, at its discretion, may offer an in salon credit in lieu of refund.Hair Extensions DepositFor all hair Extensions appointments a deposit of 50% is required to be paid at time of booking. Please note that The Base Hair Lab WILL NOT order any stock required for your hair extensions appointment until deposit is paid. Failure to pay the deposit will result in The Base Hair Lab cancelling your requested appointment.





Please Note, in accepting an appointment with The Base Hair Lab, you agree to ALL the above terms and conditions set by The Base Hair Lab.