Policies and FAQ

💳 Booking & Deposits

• We require a deposit for all first time appointments, online bookings, services longer than one hour or if you’ve previously cancelled within our policy timeframe
• If you rebook your next appointment at the time of your booking, you do not need to leave another deposit unless you wish
• A $100 deposit is required for services over $100 and services under $100 must be paid in full when booking.
• Your deposit/payment goes toward your appointment total — unless cancelled within 48 salon hours.

⏰ Rescheduling & Cancellations

• Give us at least TWO salon business days’ notice to cancel or reschedule.
  • Salon business days: Tuesday to Saturday
  • Example: If your appointment is on a Tuesday, you must cancel by Friday at the latest to provide us the opportunity to fill the booking.
• If you cancel or reschedule with enough notice:
  • Your deposit can be:
    • Moved to your next booking
    • Used to purchase products
    • Turned into a gift voucher (valid for 3 years from original date paid).
  • Deposits are non-refundable.
• If you cancel/reschedule with less than two business days’ notice:
  • Your deposit is forfeited
  • A new deposit is required to rebook
  • In the instance of illness unfortunately this policy remains in place as it is there to protect our stylists income however if we are able to fill the appointment we will transfer the deposit to a future booking for you
  • Your appointment can be moved 3 times outside 48 salon hours of the booking after originally making it, if you need to move the booking a fourth time you will surrender the deposit and a new one will be required.

🚫 Late Cancellations & No-Shows

• Multiple last-minute cancellations/no-shows may result in:
  • Paying 50% of the missed service
  • Needing to prepay in full for future bookings
  • Losing that full payment if you cancel again within two business days

📲 How to Cancel

• Please cancel by phone: (02) 6262 8948
  • If you can’t call, email: [email protected]
  • We recommend calling to make sure your message is received in time.

🔔 Appointment Reminders

• You’ll receive a text reminder 72 hours before your appointment
  • Please check your calendar when booking to avoid conflicts
  • Please bear in mind that our policy refers to two salon business days. Eden Hair Energy and Canberra Hair Extensions trade Tuesday – Saturday.

To secure your initial hair extension installation, we require a 50% deposit. Please carefully read the conditions below before booking.

🔒 Why We Take a Deposit

Hair extensions are a luxury, time-intensive service. A 50% deposit helps cover:

• The cost of preparing and ordering the hair
• The stylist’s allocated time for your long appointment

Because of the nature of this service, our usual 48-hour cancellation policy is extended to 7 days for all new hair extension installations.

🔄 Changes & Cancellations

❌ Special Order or coloured hair:

• If your hair is custom coloured or special order, your deposit is:
  • Immediately non-refundable
  • Non-transferable
• Once hair is ordered, no product changes can be made.
• If you wish to change the hair colour or product, a new deposit will be required and the original deposit of 50% will be retained to cover some of the cost of the hair.

✅ Standard Hair (Not Special Order or coloured):

• Your deposit is refundable up to 14 days before your scheduled appointment.

📅 Rescheduling Policy

• You may reschedule your initial installation once, at least 7 days before your appointment:
  • ✅ Your deposit will move to the new date
  • ⚠️ It cannot be moved again
• Rescheduling within 7 days of the appointment:
  • ❌ 50% of your deposit is forfeited
  • ✅ 50% can be used toward a new appointment within 6 months
  • After 6 months, the deposit expires and a new one is required

We use this pricelist as the foundation for providing quotes for our hair services. However, it is important to note that we aren’t able to provide exact quotes until we assess your hair, in person.

If you are a new client to Eden Hair Energy or looking to make a major hair change, you will first need to book in for a consultation. During your consultation, you’ll get to meet your hair stylist, ask questions and receive an accurate quote upon assessment of your hair.

Either way, we will always provide you with a full itemised quote before we start your hair service on the day of your appointment.

At Eden Hair Energy, we genuinely care. We aim to provide the best possible service and deliver optimal results that you’re 100% happy with. If you happen to leave our salon and find that your hair service results or purchased products are not as you expected, we ask that you please let us know.

If you’re unhappy with a service provided – we want to make it right. Please contact us within one week of your appointment so we can work together to find a solution at little or no cost to you.

Please be advised:

• This may not extend to ‘change of mind’ where we have provided the requested service, but it is not what you want once you have it.
• We are also only able to do the best we can with the information you provide us with. As such, it is very important that you provide an honest and accurate history of your hair over the past five years. This means we can determine what we can do for your hair, effectively. Failing to provide us with accurate information can lead to unwanted results such as damage and less than optimal colour results. Important things to disclose are:
• • If you have had highlights or bleached your hair
  • If you have used Henna (ever)
  • If you have had permanent straightening or a perm
  • What home hair care you are using
  • If you have been maintaining your own regrowth at home with box colour (and the frequency)
  • How often you heat style your hair

Taking good care of your hair at home is just as essential as regular visits to a salon for maintenance.

Some of the treatments we offer at Eden Hair Energy may require special home care for optimal and lasting results. Your stylist can recommend the best products from our extensive list of quality home hair care products to maintain your colour, style, or treatment. This is part of the service we offer to you as professional hairdressers. If you choose not to follow the home care explained to you, unfortunately we cannot guarantee the durability of the service we have provided.

If we recommend a product to you that you purchase from us and find that it’s not quite right for you, please feel free to return it to us. Provided it is 70% full and returned within 30 days of the date of purchase, we’ll happily exchange it for something that is better suited to you.