The Privé Promise
Where Boundaries Meet Care.

We understand that life is unpredictable. However, to protect the integrity of every appointment on our books, we operate on a strict timing policy.

• Arrivals up to 15 minutes late will be accommodated where possible, though your service may need to be modified to fit the remaining time.
• Arrivals more than 15 minutes late may result in your appointment being rescheduled and a late cancellation fee being applied.
• No-shows (no contact and no arrival) will be charged 100% of the booked service value.
• Change of mind on the day: Downgrading a larger service — such as a colour or Qiqi treatment — to a smaller service is treated as a cancellation of your original booking. The full value of the originally booked service may still apply, and a change-of-mind fee may be incurred.

We recommend arriving 5–10 minutes early to enjoy a complimentary beverage and settle into the Privé experience before your service begins.

If you're having more than a cut and/or blowdry, we highly recommend planning ahead for parking.

• We suggest parking at Coles on Clarendon Street or the South Melbourne Market car park.
• Street parking outside the salon is limited to 1 hour, which can be stressful for yourself and your stylist should you need to leave and move your car mid-appointment.

Out of respect for our stylists' time and other guests on our waitlist, we require advance notice for all cancellations, reschedules, and reductions to your original booking.

• Cancellations or reschedules within 48 hours of your appointment will incur a fee of 50% of your booking amount.
• No-shows will be charged 100% of your booking amount. This will need to be paid before you can make another appointment.
• This policy also applies to a change of mind on the day that results in a large booking being reduced.

To cancel or reschedule, please contact us directly by phone or email. Cancellations via social media or third-party platforms are not accepted.

Your happiness is our highest priority. In the instance you are unhappy in any way with your service or result, we welcome your feedback and are here to support you. At Privé Hair Organics, we stand behind every service we perform and are committed to working with you to achieve the best possible outcome.

• Please let us know before you leave. If something doesn't feel quite right during or after your appointment, we encourage you to speak with your stylist or our Guest Experience team before leaving the salon whenever possible.
• Guest Satisfaction appointments must be requested within 14 days of your original service date.
• Guest Satisfaction appointments are provided at no additional charge where they fall within the scope of your original consultation and agreed service outcome. Our priority is ensuring you leave feeling confident and completely happy with your hair.
• Changes of mind (including a different colour direction, additional lightening, extra length removed, or a new style outside of the original consultation) are considered a new service and will be quoted accordingly.

We do not offer refunds on completed services; however, we are wholeheartedly committed to finding a solution that leaves you feeling your very best. If you are unsure whether your concern falls within our Guest Satisfaction Policy, we encourage you to get in touch with our team.

We genuinely value your feedback and appreciate the opportunity to ensure every experience at Privé Hair Organics reflects the exceptional standard of care we are known for.

We take great care in curating only the finest organic and sustainable products for our retail shelves. All purchases are made with our team's expert guidance.

• Salon services: All services are non-refundable. Please see our Guest Satisfaction policy above for adjustments.
• Unopened retail products: May be exchanged within 14 days of purchase with proof of receipt.
• Opened retail products: We are unable to accept returns on opened products for hygiene reasons, unless the product is faulty or damaged.
• Gift cards: Non-refundable and non-transferable. Lost or stolen gift cards cannot be replaced.
• Faulty products: In the rare event a product is damaged, please bring it in with your receipt within 7 days and we will happily resolve the matter.

Privé Hair Organics is a carefully curated sanctuary designed for quiet, focused, and restorative appointments. We ask that all guests honour this space.

• We kindly ask that no children or dogs attend your appointment with you.
• Our space is a relaxing, luxury setting and is unsuitable for dogs, babies, and children, as this may affect the experience of our other guests.

We want your time with us to be your escape — a space to breathe, restore, and be fully present. We appreciate your support in preserving that for every guest.

At Privé, we hold every guest with the highest regard — and we ask for that same respect in return. Our team are skilled, certified professionals who pour their passion into every appointment.

• We expect all guests to engage with our team and fellow guests with kindness and respect at all times.
• Verbal abuse, harassment, discrimination, or threatening behaviour of any kind will not be tolerated and will result in immediate termination of the appointment with full payment due.
• Excessive phone use or loud conversations that disrupt the salon environment may be addressed by our team.
• Please keep phone calls brief and at a considerate volume during your appointment.

We believe great hair begins with a great relationship. We are here to listen, to collaborate, and to make you feel extraordinary — and we thrive when that energy flows both ways.

Our salon is designed to be a retreat from the noise of daily life. We gently encourage all guests to disconnect and fully enjoy the experience.

• Please keep your phone on silent or vibrate throughout your appointment.
• Phone calls should be brief. If you need to take an extended call, please step outside.
• Photography of other guests or staff without explicit consent is strictly prohibited.

Photography & Content Creation: We love showcasing the beautiful work created by our talented team and, from time to time, your stylist may ask for permission to capture photos or videos before, during or after your appointment.

Your comfort is our priority. If you would prefer not to be photographed or filmed, we completely respect your decision. Simply let your stylist or a member of our team know at any stage of your appointment.

If you choose to participate, photographs and video content may be used across Privé Hair Organics' marketing channels, including our website, social media platforms and other promotional materials.

We love it when you tag us @PriveHairOrganics — feel free to share your finished look on social media, and by tagging us, you grant permission for us to share your image or video too.

Your health and wellbeing are at the heart of everything we do at Privé Hair Organics. We use premium organic and naturally derived products; however, every guest has a unique health history. To ensure we can provide the safest and most appropriate service, we ask that you disclose any relevant medical information prior to your appointment.

• Patch tests are available upon request and must be completed at least 48 hours prior to your colour appointment.
• If you have experienced a previous reaction to hair colour, cosmetic products, or have concerns about sensitivities, we strongly recommend booking a complimentary patch test before your service.
• Please inform us of any allergies, skin sensitivities, medications, pregnancy, recent medical procedures, or changes to your health at the time of booking and again upon arrival. This information may influence the products or services we recommend.
• We reserve the right to modify, postpone, or decline a service where we believe it may compromise your health, safety, or the integrity of your hair.
• If you are unsure whether a patch test is appropriate for you, please contact our team prior to your appointment. We are always happy to discuss your individual circumstances and make recommendations based on your needs.

By proceeding with your appointment, you confirm that the health information you have provided is complete and accurate to the best of your knowledge. While every care is taken to provide a safe and professional service, Privé Hair Organics cannot accept responsibility for adverse reactions resulting from undisclosed allergies, medical conditions, medications, or changes in your health history.

To secure your appointment, a valid payment method is required at the time of booking. Please review our payment and deposit terms below.

• We require a $150 deposit on all first-time Colour and Keratin services, paid prior to your first visit.
• Our team will reach out to take this deposit over the phone, or charge the card on your file prior to your appointment. It will be deducted from your final bill on the day.
• If you need to reschedule or cancel, we require no less than 48 hours notice. If notified 48 hours or earlier, we will happily refund or credit your account toward a future booking.
• If notified within the 48 hour window, we may withhold your deposit.
• A cancellation fee may also apply for a "change of mind" when reducing your service on the day — for example, from a large service such as a colour or keratin, down to just a haircut.
• We accept all major credit and debit cards, contactless payment, and Apple Pay / Google Pay.
• Gratuity is always appreciated but never expected. Tips may be left in cash or added at the point of card payment.

Pricing is provided as an estimate at the time of booking, prior to your service. Final pricing will be finalised by an itemised quote post-consultation, and may vary based on hair length, density, and service complexity. If you require an exact quote prior to booking, please contact the salon for a consultation, priced at $55, which is fully redeemable against any service.