We value your time and ours. Please remember when booking an appointment no other client may have that appointment as it is now yours. We have also allocated a highly qualified paid professional to take care of you for the time you have booked.

 

Unfortunately some appointments are cancelled with little or no notice. Our business is appointment based and any appointment cancelled at late notice causes an inconvenience to other clients and a loss of revenue to the salon.

 

We understand "real life" things arise. Unfortunately the salon still bears the full cost. Out of respect to the salon and our other clients 24 hours notice is required for any change or cancellation of an appointment (please remember some appointments are double appointments like a colour and blow dry).

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Client Satisfaction & Redo Policy

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Purpose

Our goal is for every client to leave the salon feeling confident and delighted with their hair.

This policy outlines the steps we take if a client feels unhappy with their service, while ensuring fairness to both the client and our stylists.

 

1. Immediate Feedback

• If you are not completely happy with your hair at the time of your appointment, please tell your stylist or the front desk before leaving the salon.

• We welcome honest feedback and will do our best to address concerns on the spot.

 

2. Timeframe for Redo Requests

• If you notice an issue after leaving, you must contact the salon within 7 days of the original appointment.

• Requests made after this period may be treated as a new service and charged accordingly.

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3. Assessment & Booking

• A complimentary consultation will be arranged with the original stylist (or the salon manager) to assess the concern.

• If the concern relates to the agreed service outcome, a redo appointment will be scheduled at no extra charge.

 

4. Conditions for a Complimentary Redo

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A free redo will be offered when:

• The service result does not match the agreed plan discussed during the consultation.

• The concern is directly related to the work performed (e.g., uneven cut, missed colour coverage).

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Complimentary redos will not be provided when:

• The client changes their mind about the chosen style or colour after the service is complete.

• The hair condition or home care (e.g., use of unsuitable products, lack of aftercare) affects the result.

• The concern arises from work performed by another salon or individual after your appointment.

 

5. Refunds

• Sass Organics Hair & Beauty does not offer cash refunds for services.

• Our commitment is to correct the work to meet the agreed service outcome.

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6. Product Concerns

• If a retail product is faulty, we will exchange or refund it in line with the Australian Consumer Law.

 

Important Notes

 

• Please arrive on time for your redo appointment to allow our stylists the proper time to make adjustments.

• We recommend using the professional home care products suggested by your stylist to maintain your hair and colour.