Policies, privacy and adjustments
Colour Satisfaction & Adjustments
Our philosophy is simple. If you’re not happy with your hair, neither are we.
We believe every client should leave Chroma loving their hair. Hair is personal, and while every stylist has their own creative style and flair, we believe you’re the best judge of how your hair looks and feels.
Not every result can be achieved in one appointment. Existing colour, hair condition and previous treatments can sometimes limit what’s possible, particularly with colour corrections.
If you’re not loving your result, we’ll do everything we can to make adjustments on the day. If you’re still unhappy once you’ve left the salon, simply contact us within 5 days. We’ll invite you back and do our best to make things right. If, after we’ve had the opportunity to make adjustments, you’re still not happy, we’ll offer you a refund.
The exception is colour correction work where existing colour or previous treatments prevent us from achieving your desired result in a single appointment. Above all, we want you to feel comfortable telling us how you feel about your hair. Your happiness matters more to us than our creative ego.
Privacy Policy
At Chroma, we respect your privacy. We collect a little information about you to make booking appointments easy, keep track of your hair history and give you the best possible experience.
What information do we collect?
When you book an appointment with us, we may collect:
Your name, phone number and email address.
Your appointment and booking history.
Notes about your hair, including previous colours, formulas, treatments and preferences.
Relevant information you share with us during consultations.
Photos of your hair, where you’ve agreed to them being taken.
We use this information to manage your appointments, personalise your services and keep in touch about your bookings.
How do we store your information?
We use Timely, our salon booking system, to securely manage client records, appointments and service history.
Payment information is handled through our payment and booking providers. We don’t keep your full card details in our own client notes.
We don’t sell your personal information or share it with other businesses for their own marketing. Information may be handled by trusted service providers who help us operate the salon.
Messages & Marketing
We may contact you about upcoming appointments, booking changes and reminders.
From time to time, we might also send you salon updates, special offers or a little reminder that it’s been a while since we’ve seen you.
You can opt out of marketing messages at any time.
Photos & Social Media
We love taking photos of our work! It’s how we share what we do, celebrate beautiful hair and give future clients a little inspiration.
If you’d prefer we didn’t photograph your hair or share it on our website or social media, just let us know. No awkwardness, we completely understand.
And if you were happy for us to post a photo at the time but change your mind later, that’s absolutely fine too.
If you’re ever uncomfortable or unhappy with a photo we’ve shared, simply message us and we’ll remove it from our own platforms straight away.
Your comfort will always come before our Instagram feed.
Your Information, Your Choice
If you’d like to see what information we hold about you, correct something or request that we delete information we no longer need, just get in touch.
We’ll always do our best to accommodate your request, subject to any records we’re legally required to keep.
Cancellation &
Rescheduling Policy
We understand that life happens and sometimes plans change. All we ask is that you give us as much notice as possible if you need to cancel or reschedule your appointment.
More than 48 hours’ notice
You can cancel or reschedule your appointment without a cancellation fee. Any deposit paid can be refunded or transferred to a future booking.
Less than 48 hours’ notice
A cancellation fee of 50% of your booked service price applies. Any deposit already paid will go towards this fee.
If you need to cancel or reschedule within 3 days of your appointment, please text us directly on 0411 588 388. Before 3 days you can change the appointment online.
As a small salon, we reserve time specifically for you. Last-minute cancellations can be difficult to fill and directly affect our stylists.
We appreciate your understanding and consideration.