Terms and Conditions | Cancellation & Policies

Cancellation Policy

Unexpected events can often cause disruption to the best laid plans for anyone. While we do understand this, we are running a business based upon the fact that when you make a booking with Your Hair Coach it constitutes an agreement for us to provide a service to you on the date, and at the time selected, and for you to be there at the allotted time. If either Your Hair Coach or you the client, need to cancel, both parties will give 24hrs notice if they are unable to keep the appointment. Your Hair Coach will make every effort to reschedule the appointment for as soon as is possible. If the cancellation, or notice given is under 24hrs, we reserve the right to retain 50% of the service cost, if we are unable to fill the allotted appointment successfully.

We often have clients waitlisted for appointments so we do require 24hrs or more notice in order to fill the cancelled appointment time.

Clients will receive an email 1 week prior to their appointment, as well as a confirmation text message 48 hours before their actual appointment. Clients are able to respond and confirm the appointment by either responding to the email or the text message. This allows enough time to confirm their appointment up to 24 hours prior. If a client fails to arrive for their allocated appointment and has not cancelled before the 24 hour notice period required, has cancelled on the day or has been a no show we will require a $50 booking fee for their next hair colour appointment or $30 booking fee for their next haircut appointment.

Only by discretion will this fee be waived for a client.

Our Guarantee

We do our utmost to ensure our customers are happy with the results of their service with Your Hair Coach.

On occasion, someone may be unhappy with the outcome. It is important that the situation is remedied as quickly as possible, and that all parties are satisfied.

Please approach, make contact with the manager, who will prioritise the resolution of any complaint, personally, to a satisfactory conclusion for all concerned.

We prescribe home care advice and product to our clients, as this is our guarantee that the Organic Colour System is being used correctly.

We cannot guarantee the colour results if the prescribed products are not used by the client in the way in which they were intended, and all instructions followed.

Your Hair Coach will not be liable for any further re-colouring or treatments. Only under very extreme circumstances will a refund will be actioned. This will only be considered if all other avenues have been exhausted and no resolution has been agreed upon. Ultimately management will make the decision after considering all aspects of the situation, including engaging with the client.

Chemical Services Policy

We are committed to providing the best possible service to all our clients. Our staff are trained and will offer the appropriate recommendations and professional advice, during your consultation.

All new clients receive a full consultation and are always given a skin allergy test to complete 48 hours before a chemical service is performed. If there has been a reaction to the skin allergy test.
The chemical service should not be performed, and the client is made aware that if they choose to have the chemical service, Your Hair Coach Ltd and all staff will not be held responsible or liable if there is a reaction after service has been performed.
Your Hair Coach Ltd reserves the right to refuse a service to any individual that in our professional opinion, isn’t a suitable candidate for said service.
We only offer a full guarantee for any colour/chemical service if the client has chosen to follow our prescribed home care. We offer this guarantee as a gesture of our true belief in the Organic Colour System. (If a client has not followed our recommendations, choosing to use other home care products we cannot apply our guarantee to their colour or chemical service.)

Skin Sensitivity Testing

The hairdressing industry is evolving and we need to be responsible for our clients more so now. New regulations and manufacturer’s instructions recommend a patch test before every colour service in the salon. We require every new client to have a skin patch test performed 48 hours prior to any colour appointment. These tests are recorded on your client record and any reactions are reported to the manufacturer immediately.

We do this for you.

What we are testing for is any reaction to ingredients in our colour range. This can be from the base of the of the colour (soy) or the actual Pigment in the colour (PPD or Para-phenylenediamine. We use the lowest levels of PPD possible in colour, averaging 0.29%) as well as any other listed ingredient in the colour.

This test can be done by your stylist or if you prefer you can take it home and apply it yourself.

We will supply the test – a small amount of colour product
Apply a small amount of colour to a clean dry area of skin, either behind the ear, between the shoulder blades or on the inside of your arm
Leave it on your skin for a minimum of two hours – it can be covered with a plaster
After two hours, remove the plaster and any residue of colour that may remain on the skin
If there is any reaction, during the two hours please remove immediately and wash with warm water
Take note of any reaction during the next 48hours

*NOTE: A reaction is defined as; redness, soreness, irritation, or itching, any time from when the colour is applied on the skin, and anytime over the next 48 hours. If a reaction, a sensitivity occurs, rinse immediately. If irritation persists we suggest you seek medical advice.

Organic Colour Systems – Vegan Statement

We have never tested our products on animals Our products are safe and gentle on even sensitive skin. We don’t and won’t test them on animals. All our products are accredited by Choose Cruelty Free and https://www.choosecrueltyfree.org.au/choose-cruelty-free-ccf-list-brands – a non-profit organisation that promotes a cruelty free lifestyle. And PETA (People For The Ethical Treatment of Animals) https://crueltyfree.peta.org/company/organic-colour-systems/ Accreditation by Choose Cruelty Free means we don’t test on animals and that no animals have been harmed in order to manufacture our ingredients or products. We’re also a member of the Cosmetics Toiletry & Perfumery Association that regulates the safety of cosmetic products in the UK, where OCS is manufactured.

Not suitable for Vegans: The styling products Define, Texture and Clay contain bee’s wax.

Privacy Policy

When signing up for our newsletter you are entrusting us with your information. Your Hair Coach Ltd takes that very seriously, as do Timely our chosen booking system, (who have there own policies https://www.gettimely.com/support/privacy/) Your information will only be used to communicate to you, usually monthly via email, and as reminders for appointments.

Text reminders will be sent for appointments and any specials, or important information we may need to advise you of.

Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.

A user/client may decline or unsubscribe at any time. Content. While we endeavour to supply accurate information on this site, errors and omissions may occur. Your Hair Coach Ltd does not accept any liability, directly or indirectly for any loss or damage which may directly or indirectly result from any advice, opinion, information, representation or omission whether negligent or otherwise, from this site, Your Hair Coach staff or any of our information, and social media bases.

You are solely responsible for the actions you take in reliance on the content on.

We reserve the right to make changes to the content provided any time and without notice.

Products & Shipping

We aim to acknowledge and pack your order as soon as possible, during a normal business week.

Shipping times: Auckland delivery is 1-2 working days and the rest of New Zealand is 3-5 working days but may vary depending on the time of year.

Rural address checker: https://addresscheck.co.nz/

We cannot deliver to P.O. Boxes.