01Services, Pricing & Payment

All treatments and services are charged according to our current advertised price list, available through our website, online booking platform, and in-salon menu.

Any applicable promotions, valid gift vouchers, discounts, or agreed pricing arrangements will be honoured in accordance with their stated terms and conditions.

Your therapist will discuss any recommended additional treatments or upgrades to enhance your service.

Payment is due upon completion of your appointment unless another arrangement has been agreed with Belledonne.

Clients are entitled to request an itemised bill in accordance with Australian Consumer Law. Where requested within the applicable timeframe, an itemised bill will be provided free of charge within the legally required period.

02Treatment Consultations, Suitability & Consent

Your safety and wellbeing are important to us. Before selected treatments, particularly advanced skin treatments, we may require a consultation, health questionnaire, and signed consent form.

Please inform your therapist of any relevant information that may affect your treatment, including:

• Allergies, sensitivities, or previous adverse reactions.
• Relevant medical conditions or skin concerns.
• Medications or topical skincare products that may affect treatment suitability.
• Pregnancy or breastfeeding, where relevant to the treatment.
• Recent cosmetic procedures, skin treatments, or significant sun exposure.

Please ensure the information you provide is accurate and up to date.

We reserve the right to postpone, modify, or decline a treatment if it is considered unsuitable or if proceeding may compromise your safety. Where appropriate, we may recommend that you seek medical advice before treatment.

Your therapist will explain the proposed treatment, relevant risks, expected outcomes, and aftercare requirements. Your consent will be obtained before proceeding, and you may ask questions or withdraw your consent at any time.

03Treatment Results & Aftercare

Every client's skin, nails and individual response to treatment are different. While we use professional products, equipment and techniques, individual results may vary.

We cannot guarantee a particular cosmetic outcome or timeframe for results. Some treatments may require a course of appointments and appropriate homecare to achieve the desired outcome.

We ask that you carefully follow the aftercare advice provided by your therapist, as this is an important part of your treatment.

If you experience an unexpected reaction, have concerns following a treatment or are unsure about your aftercare, please contact Belledonne promptly so we can advise you on the appropriate next steps.

Nothing in this policy limits your rights under Australian Consumer Law.

04Feedback, Concerns & Complaints

Your satisfaction matters to us, and we welcome the opportunity to address any concerns.

If you feel your treatment has not met your expectations, please let us know as soon as possible. Where possible, we encourage you to raise any immediate concerns with your therapist before leaving the salon.

If you notice an issue after your appointment, please contact us directly and provide details of your concern. Photographs may be helpful where relevant.

We will review your concerns fairly and discuss an appropriate resolution, taking into account the circumstances, the treatment performed and our obligations under Australian Consumer Law.

Where a service does not meet a consumer guarantee, your entitlement to an appropriate remedy will depend on the circumstances and the nature of the issue.

We aim to resolve concerns professionally, respectfully and in a timely manner.

05Right to Refuse or Modify a Treatment

Belledonne reserves the right to decline, discontinue or modify a treatment where reasonably necessary to protect the health, safety or wellbeing of a client or team member.

This may include circumstances involving:

• Inappropriate, threatening, or aggressive behaviour.
• Visible signs of a potentially contagious skin or nail condition where treatment may pose a risk.
• Hygiene concerns that make a treatment unsafe.
• A treatment that is unsuitable due to a disclosed condition, contraindication, or other safety concern.
• Failure to follow essential safety instructions during a treatment.

Where possible, we will explain the reason and discuss alternative options or rescheduling.

We are committed to treating every client respectfully and making decisions fairly and without unlawful discrimination.

06Appointment Arrival & Lateness

We kindly ask that you arrive 5–10 minutes before your scheduled appointment to allow time to settle in and prepare for your treatment.

If you arrive late, we will do our best to accommodate you. However, depending on the treatment, the time remaining and our appointment schedule, your treatment may need to be shortened or rescheduled.

We will not compromise essential treatment steps or safety procedures to make up for lost time.

If there is insufficient time to perform your treatment properly, we may recommend rescheduling your appointment. Any applicable cancellation or rescheduling fee will be handled in accordance with our disclosed booking conditions.

If you know you will be late, please contact the salon as soon as possible.

07Cancellations, Rescheduling & Missed Appointments

We understand that circumstances can change. However, late cancellations and missed appointments affect our therapists' schedules and prevent other clients from accessing available appointments.

We require at least 48 hours' notice to cancel or reschedule an appointment.

If you need to change your booking, please contact Belledonne as early as possible or use the available online booking options.

Late cancellations

Appointments cancelled or rescheduled with less than 48 hours' notice may incur a cancellation fee of 50 to 100% of the booked treatment price.

Missed appointments

If you do not attend your appointment without notifying us, a fee of 100% of the booked treatment price may apply.

Cancellation and missed-appointment fees will be applied in accordance with the terms communicated at the time of booking and will be reasonable in the circumstances.

Any fee will be assessed fairly, taking into account the appointment, the notice provided and any relevant circumstances. We may exercise discretion where appropriate.

If Belledonne needs to cancel or reschedule your appointment, we will notify you as soon as reasonably possible and work with you to arrange an alternative appointment.

Nothing in this policy prevents either party from exercising their rights under applicable law.

08Deposits & Selected Treatments

For selected treatments, longer appointments or services requiring significant preparation, a deposit may be requested when booking.

Where a deposit applies, the amount, payment requirements and any cancellation or rescheduling conditions will be explained before the booking is confirmed.

Any deposit retained or applied following a cancellation will be handled in accordance with the disclosed booking terms and applicable law. We will not apply a forfeiture or charge in a way that unlawfully restricts your consumer rights.

09Gift Vouchers & Promotions

Gift vouchers and promotional offers are subject to their stated terms and conditions.

Please check the expiry date, eligible treatments and any applicable exclusions before booking.

Gift vouchers must be presented or referenced at the time of payment. If you wish to use a voucher, please advise us when making your appointment where possible.

Gift vouchers and promotional offers cannot be exchanged for cash unless required by law. Any restrictions on combining offers or discounts will be communicated clearly.

Gift voucher expiry and redemption conditions will comply with applicable Australian Consumer Law requirements.

10Salon Etiquette & Mobile Phones

We aim to maintain a calm, comfortable, and professional environment for all clients.

We kindly ask that you:

• Keep your mobile phone on silent or low volume.
• Minimise phone use during treatments, particularly where precision, concentration or stillness is required.
• Avoid sudden movements during treatments such as lash services, skin needling, or cosmetic tattooing.
• Be considerate of other clients and our team.

Your cooperation helps us provide the safest and most enjoyable treatment experience possible.

11Children & Additional Guests

We understand that there may be occasions when you need to bring a child with you to an appointment.

However, our salon contains professional equipment, treatment products, electrical devices, and sharp implements that may present safety risks.

Children must always remain under the close supervision of a responsible adult and must not enter treatment areas or handle salon equipment, products or implements.

Where a child is unable to remain safely supervised, we may need to pause or reschedule the appointment.

For safety reasons, we encourage clients to arrange childcare where possible, particularly for advanced skin treatments, cosmetic tattooing and other procedures requiring uninterrupted concentration.

Please contact us before your appointment if you need to bring a child or additional guest so we can discuss suitable arrangements.

12Personal Belongings

Please take care of your personal belongings, including handbags, mobile phones, jewellery, and other valuables.

We can provide a basket, hook, or suitable place to store your belongings during your appointment where available.

Belledonne accepts responsibility in accordance with applicable law. Please advise a team member if you require assistance storing any item securely.

13Privacy & Client Information

We respect your privacy and handle personal information with care.

Information collected during bookings, consultations and treatments is used for purposes such as managing appointments, assessing treatment suitability, maintaining relevant client records, providing treatment advice and communicating with you about your bookings or services.

Access to client information is restricted to authorised personnel and relevant service providers where necessary for legitimate business purposes.

We will handle personal information in accordance with applicable privacy laws and our privacy practices. You may contact the salon to enquire about the personal information we hold about you or to request access or correction, subject to applicable requirements.

Photographs of clients or treatment results will only be taken or used for marketing or promotional purposes with appropriate permission.

14Health, Hygiene & Safety

Belledonne follows appropriate hygiene and sanitation procedures to help maintain a safe environment for our clients and team.

Clients are asked to follow reasonable instructions provided by their therapist throughout their appointment.

Please advise us if you feel unwell, have a potentially contagious condition or believe a treatment may not be suitable for you. We may recommend postponing your appointment where necessary for health and safety reasons.

We appreciate your cooperation in maintaining a clean, safe, and respectful salon environment.

15Australian Consumer Law

Belledonne operates in accordance with applicable Australian Consumer Law requirements.

Our policies are intended to clarify our booking conditions and salon procedures. They do not exclude, restrict, or modify any consumer guarantees, rights or remedies that cannot lawfully be excluded, restricted, or modified.

If you have a question about a service, charge, or booking condition, please contact us directly so we can assist.