FAQ & Policies

Cancellation Policy

We value your time and ours. As a small business, last-minute cancellations and no-shows have a significant impact to our staff and other clients. To ensure fairness and availability for all clients, we have the following booking and cancellation policy in place.

30% Deposit – A deposit is required to secure all bookings. This deposit is applied to the total cost of your service on the day of your appointment.

How to Cancel or Reschedule – Cancellations must be made via email or phone. Messages sent via social media will not be accepted, as they are too unreliable for time-sensitive changes.

Cancellation & No-Show Policy

Cancellations with at least 48 hours’ notice: Your 30% deposit will be retained as a credit for your next appointment. If you'd prefer a refund, please email hello@erahair.com.au, and we’ll process it for you.
Cancellations with less than 48 hours’ notice: 30% of the total service cost will be charged. No new bookings will be accepted without resolution of outstanding amounts of late fees.
No-show appointments: A fee equal to 30% of the total service cost will be charged. No new bookings will be accepted without resolution of outstanding amounts of late fees.

Acknowledgement of Terms – By confirming your appointment, you acknowledge and agree to these terms and conditions.This policy helps us offer fair and flexible booking opportunities for all our valued clients. We appreciate your understanding and look forward to providing you with the best service possible!

At Era Hair we are committed to protecting the privacy and security of our clients' personal information. This Privacy Policy outlines the types of information we collect, how we use it, and how we safeguard your data. By using our services, you consent to the practices described in this policy.

1. Information Collection

We may collect the following types of personal information when you visit our salon or use our services:

a. Contact Information: Name, address, email address, and phone number.

b. Appointment Details: Date and time of appointments, services requested, and stylist preference.

c. Payment Information: Credit card details, billing address, and payment history.

d. Personal Preferences: Hair type, style preferences, and other related information.

e. Communications: Records of correspondence with us, including emails and phone calls.

2. How We Use Your Information

We may use your personal information for the following purposes:

a. Appointment Management: To schedule and manage your appointments.

b. Service Delivery: To provide the hair services you requested.

c. Payment Processing: To process payments for services rendered.

d. Communication: To respond to inquiries, appointment reminders, and updates.

e. Improving Services: To analyse customer preferences and improve our salon's offerings.

f. Marketing: To send promotional offers and salon updates with your consent

(you can opt out anytime).

3. Data Protection and Retention

We take reasonable steps to protect your personal information from unauthorised access, disclosure, alteration, or destruction. Your data will be retained only for as long as necessary for the purposes outlined in this policy or as required by law.

4. Sharing of Information

We do not sell, trade, or otherwise transfer your personal information to third parties. However, we may share your data with:

a. Service Providers: Trusted third parties who assist in salon operations (e.g., payment processors). b. Legal Compliance: To comply with legal obligations, such as responding to court orders or government requests.

5. Your Rights

You have the right to:

a. Access: Request access to the personal information we hold about you.

b. Correction: Request corrections to your personal information if inaccurate.

c. Deletion: Request the deletion of your personal information, subject to legal requirements.

d. Restriction: Request restrictions on the processing of your data in certain circumstances.

e. Objection: Object to the processing of your data for direct marketing purposes.

6. Cookies and Similar Technologies

Our website may use cookies and similar technologies to enhance your experience. You can adjust your browser settings to block cookies or receive notifications when they are being used.

7. Children's Privacy

We do not knowingly collect personal information from minors without parental consent.

8. Updates to Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be posted on our website, and the revised date will be noted at the beginning of the policy.

9. Contact Us

If you have any questions, concerns, or requests regarding your personal information or this Privacy Policy, please contact us at hello@erahair.com.au

Last updated: 07-06-2024

Return Policy

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

According to ACCC’s consumer guarantee, refunds aren’t available if:

- You’ve had a change of heart

- You didn’t follow the care instructions specific to your service

- You were informed of potential issues before the service but chose to proceed

- You requested a service against our professional advice

To start a return, you can contact us at hello@erahair.com.au. Please note that returns will need to be sent to the following address: Shop 103 Chatswood Central shopping center, Springwood QLD 4127

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@erahair.com.au.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@erahair.com.au.

Last updated: 07-06-2024

Can I book an appointment through socials?

Unfortunately our fastest response to guarantee your booking is through online booking system or give us a call(07) 3209 3291.

I’d like to get a quote for my hair, can I DM you?

We can give you an estimate online, though unfortunately we can’t give you a comprehensive quote until we see your hair in person. You can book a consultation service online via the Book Online link. When you do come in for your consultation we’d love to see all of your hair inspiration pics, so please share wildly when you’re in-salon.

What are your after hours options?

We offer after-hours services on Wednesday and Thursdays as well as our Saturday bookings by appointment only. Just be aware that these popular times need to be booked in advance to secure your spot.

Feel free to call us to see if we can accommodate you.

What happens in the rare occasion that I’m not super in love with my new hair?

We want to make sure that you have the highest quality experience possible. If you’re not 100% sure about your new colour or cut, please get in touch. We offer complimentary adjustments within a two week period following your appointment.

Please note, Era Hair does not offer refunds on services.

Is your salon friendly to the little ones?

Absolutely, we are a family friendly salon, we offer services for the whole family and don’t mind if you need to bring your little ones along to your appointment. We do ask that you are mindful of our other clients and staff though.

What can I do to best prepare for my appointment at Era Hair?

Good question!

Please make sure you allow sufficient time for your appointment. Bring your inspo pic at the ready and please don’t wear your Sunday best - although we will be super careful, Era Hair will not be liable for any spillages and stains.

What are my payment options in salon and online?

You can now checkout with AfterPay!
We accept Visa and Mastercard. Online you can also use Paypal.

Coming soon, we will also have a membership option available for those wanting to spread the cost of services and avoid AfterPay or credit... and get exclusive benefits too!

OVERVIEW
This website is operated by Era hair. Throughout the site, the terms “we”, “us” and “our” refer to Era hair. Era hair offers this website, including all information, tools and Services available from this site to you, the user, conditioned upon your acceptance of all terms, conditions, policies and notices stated here.

By visiting our site and/ or purchasing something from us, you engage in our “Service” and agree to be bound by the following terms and conditions (“Terms of Service”, “Terms”), including those additional terms and conditions and policies referenced herein and/or available by hyperlink. These Terms of Service apply to all users of the site, including without limitation users who are browsers, vendors, customers, merchants, and/ or contributors of content.

Please read these Terms of Service carefully before accessing or using our website. By accessing or using any part of the site, you agree to be bound by these Terms of Service. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any Services. If these Terms of Service are considered an offer, acceptance is expressly limited to these Terms of Service.

Any new features or tools which are added to the current store shall also be subject to the Terms of Service. You can review the most current version of the Terms of Service at any time on this page. We reserve the right to update, change or replace any part of these Terms of Service by posting updates and/or changes to our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the website following the posting of any changes constitutes acceptance of those changes.

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and Services to you.

SECTION 1 - ONLINE STORE TERMS
By agreeing to these Terms of Service, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the Service, violate any laws in your jurisdiction (including but not limited to copyright laws).
You must not transmit any worms or viruses or any code of a destructive nature.
A breach or violation of any of the Terms will result in an immediate termination of your Services.

SECTION 2 - GENERAL CONDITIONS
We reserve the right to refuse Service to anyone for any reason at any time.
You understand that your content (not including credit card information), may be transferred unencrypted and involve (a) transmissions over various networks; and (b) changes to conform and adapt to technical requirements of connecting networks or devices. Credit card information is always encrypted during transfer over networks.
You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Service, use of the Service, or access to the Service or any contact on the website through which the Service is provided, without express written permission by us.
The headings used in this agreement are included for convenience only and will not limit or otherwise affect these Terms.

SECTION 3 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
We are not responsible if information made available on this site is not accurate, complete or current. The material on this site is provided for general information only and should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this site is at your own risk.
This site may contain certain historical information. Historical information, necessarily, is not current and is provided for your reference only. We reserve the right to modify the contents of this site at any time, but we have no obligation to update any information on our site. You agree that it is your responsibility to monitor changes to our site.

SECTION 4 - MODIFICATIONS TO THE SERVICE AND PRICES
Prices for our products are subject to change without notice.
We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.
We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

SECTION 5 - PRODUCTS OR SERVICES (if applicable)
Certain products or Services may be available exclusively online through the website. These products or Services may have limited quantities and are subject to return or exchange only according to our Refund Policy: https://c9e851-3f.myshopify.com/policies/refund-policy
We have made every effort to display as accurately as possible the colors and images of our products that appear at the store. We cannot guarantee that your computer monitor's display of any color will be accurate.
We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products or Services that we offer. All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. We reserve the right to discontinue any product at any time. Any offer for any product or Service made on this site is void where prohibited.
We do not warrant that the quality of any products, Services, information, or other material purchased or obtained by you will meet your expectations, or that any errors in the Service will be corrected.

SECTION 6 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

For more details, please review our Refund Policy: Www.erahair.com.au
SECTION 7 - OPTIONAL TOOLS
We may provide you with access to third-party tools over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of optional third-party tools.
Any use by you of the optional tools offered through the site is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new Services and/or features through the website (including the release of new tools and resources). Such new features and/or Services shall also be subject to these Terms of Service.

SECTION 8 - THIRD-PARTY LINKS
Certain content, products and Services available via our Service may include materials from third-parties.
Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or Services of third-parties.
We are not liable for any harm or damages related to the purchase or use of goods, Services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

SECTION 9 - USER COMMENTS, FEEDBACK AND OTHER SUBMISSIONS
If, at our request, you send certain specific submissions (for example contest entries) or without a request from us, you send creative ideas, suggestions, proposals, plans, or other materials, whether online, by email, by postal mail, or otherwise (collectively, 'comments'), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any comments that you forward to us. We are and shall be under no obligation (1) to maintain any comments in confidence; (2) to pay compensation for any comments; or (3) to respond to any comments.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion to be unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or violates any party’s intellectual property or these Terms of Service.
You agree that your comments will not violate any right of any third-party, including copyright, trademark, privacy, personality or other personal or proprietary right. You further agree that your comments will not contain libelous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the Service or any related website. You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third-parties as to the origin of any comments. You are solely responsible for any comments you make and their accuracy. We take no responsibility and assume no liability for any comments posted by you or any third-party.

SECTION 10 - PERSONAL INFORMATION
Your submission of personal information through the store is governed by our Privacy Policy, which can be viewed here:Www.erahair.com.au

SECTION 11 - ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
We undertake no obligation to update, amend or clarify information in the Service or on any related website, including without limitation, pricing information, except as required by law. No specified update or refresh date applied in the Service or on any related website, should be taken to indicate that all information in the Service or on any related website has been modified or updated.

SECTION 12 - PROHIBITED USES
In addition to other prohibitions as set forth in the Terms of Service, you are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

SECTION 13 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our Service will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the Service will be accurate or reliable.
You agree that from time to time we may remove the Service for indefinite periods of time or cancel the Service at any time, without notice to you.
You expressly agree that your use of, or inability to use, the Service is at your sole risk. The Service and all products and Services delivered to you through the Service are (except as expressly stated by us) provided 'as is' and 'as available' for your use, without any representation, warranties or conditions of any kind, either express or implied, including all implied warranties or conditions of merchantability, merchantable quality, fitness for a particular purpose, durability, title, and non-infringement.
In no case shall Era hair. our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, Service providers or licensors be liable for any injury, loss, claim, or any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including, without limitation lost profits, lost revenue, lost savings, loss of data, replacement costs, or any similar damages, whether based in contract, tort (including negligence), strict liability or otherwise, arising from your use of any of the Service or any products procured using the Service, or for any other claim related in any way to your use of the Service or any product, including, but not limited to, any errors or omissions in any content, or any loss or damage of any kind incurred as a result of the use of the Service or any content (or product) posted, transmitted, or otherwise made available via the Service, even if advised of their possibility. Because some states or jurisdictions do not allow the exclusion or the limitation of liability for consequential or incidental damages, in such states or jurisdictions, our liability shall be limited to the maximum extent permitted by law.

SECTION 14 - INDEMNIFICATION
You agree to indemnify, defend and hold harmless Era hair and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, Service providers, subcontractors, suppliers, interns and employees, harmless from any claim or demand, including reasonable attorneys’ fees, made by any third-party due to or arising out of your breach of these Terms of Service or the documents they incorporate by reference, or your violation of any law or the rights of a third-party.

SECTION 15 - SEVERABILITY
In the event that any provision of these Terms of Service is determined to be unlawful, void or unenforceable, such provision shall nonetheless be enforceable to the fullest extent permitted by applicable law, and the unenforceable portion shall be deemed to be severed from these Terms of Service, such determination shall not affect the validity and enforceability of any other remaining provisions.

SECTION 16 - TERMINATION
The obligations and liabilities of the parties incurred prior to the termination date shall survive the termination of this agreement for all purposes.
These Terms of Service are effective unless and until terminated by either you or us. You may terminate these Terms of Service at any time by notifying us that you no longer wish to use our Services, or when you cease using our site.
If in our sole judgment you fail, or we suspect that you have failed, to comply with any term or provision of these Terms of Service, we also may terminate this agreement at any time without notice and you will remain liable for all amounts due up to and including the date of termination; and/or accordingly may deny you access to our Services (or any part thereof).

SECTION 17 - ENTIRE AGREEMENT
The failure of us to exercise or enforce any right or provision of these Terms of Service shall not constitute a waiver of such right or provision.
These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and governs your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).
Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.

SECTION 18 - GOVERNING LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of Australia.

SECTION 19 - CHANGES TO TERMS OF SERVICE
You can review the most current version of the Terms of Service at any time at this page.
We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

Last updated: 07-06-2024

Shipping Policy

At Era Hair, we understand the importance of timely and reliable shipping. We strive to provide our customers with a seamless shopping experience by offering efficient shipping services. This Shipping Policy outlines the key details regarding our shipping methods, delivery times, and fees.

Shipping Methods

We offer a variety of shipping methods to cater to the diverse needs of our customers. Our available shipping methods include:

Standard Shipping: This is our default shipping method, which ensures safe and secure delivery of your items within a reasonable timeframe.
Express Shipping: For those who require expedited delivery, we offer express shipping options. With express shipping, you can expect your items to arrive at your doorstep in the shortest possible time.

Delivery Times

Our team works diligently to process and ship your orders as quickly as possible. The estimated delivery times for each shipping method are as follows:

Standard Shipping: 3-7 business days
Express Shipping: 1-3 business days

Please note that these delivery times are estimates and may vary depending on factors such as product availability, shipping destination, and unforeseen circumstances. We strive to provide accurate delivery estimates, and we appreciate your understanding and patience in case of any delays.

Shipping Fees

Shipping fees are calculated based on various factors, including the weight and dimensions of the package, the shipping method selected, and the destination. The exact shipping fees for your order will be displayed during the checkout process.

From time to time, we may offer free shipping promotions or discounts on shipping fees. These promotions will be clearly communicated on our website or through our marketing channels.

Contact Us

If you have any questions or concerns regarding our Shipping Policy, please feel free to contact our customer support team. You can reach us by phone at (07) 3209 3291 or by email at hello@erahair.com.au. Our dedicated team is here to assist you and provide any necessary information regarding your shipping inquiries.

Thank you for choosing Era Hair. We appreciate your business and look forward to serving you with our high-quality products and exceptional shipping services.