Policies and FAQs
Hare and Fawn Policies
Changing or cancelling your appointment
💳 Booking & Deposits
- We require a deposit for all first time appointments, online bookings, services longer than one hour or if you’ve previously cancelled within our policy timeframe
- If you rebook your next appointment at the time of your booking, you do not need to leave another deposit unless you wish
- A $100 deposit is required for services over $100 and services under $100 must be paid in full when booking.
- Your deposit/payment goes toward your appointment total — unless cancelled within 48 salon hours.
⏰ Rescheduling & Cancellations
- Give us at least TWO salon business days’ notice to cancel or reschedule.
- Salon business days: Tuesday – Friday
- Example: If your appointment is on a Tuesday, you must cancel by Thursday at the latest to provide us the opportunity to fill the booking.
- If you cancel or reschedule with enough notice:
- Your deposit can be:
- Moved to your next booking
- Used to purchase products
- Turned into a gift voucher (valid for 3 years from original date paid).
- Deposits are non-refundable.
- Your deposit can be:
- If you cancel/reschedule with less than two business days’ notice:
- Your deposit is forfeited
- A new deposit is required to rebook
- In the instance of illness unfortunately this policy remains in place as it is there to protect our stylists income however if we are able to fill the appointment we will transfer the deposit to a future booking for you
- Your appointment can be moved 3 times outside 48 salon hours of the booking after originally making it, if you need to move the booking a fourth time you will surrender the deposit and a new one will be required.
🚫 Late Cancellations & No-Shows
- Multiple last-minute cancellations/no-shows may result in:
- Paying 50% of the missed service
- Needing to prepay in full for future bookings
- Losing that full payment if you cancel again within two business days
📲 How to Cancel
- Please cancel by phone: 02 6210 8990
- If you can’t call, email: [email protected]
- We recommend calling to make sure your message is received in time.
🔔 Appointment Reminders
- You’ll receive a text reminder 72 hours before your appointment
- Please check your calendar when booking to avoid conflicts
- Please bear in mind that our policy refers to two salon business days. Hare and Fawn trades Tuesday – Friday.
Hair extension deposit policy
To secure your initial hair extension installation, we require a 50% deposit. Please carefully read the conditions below before booking.
🔒 Why We Take a Deposit
Hair extensions are a luxury, time-intensive service. A 50% deposit helps cover:
- The cost of preparing and ordering the hair
- The stylist’s allocated time for your long appointment
Because of the nature of this service, our usual 48-hour cancellation policy is extended to 7 days for all new hair extension installations.
🔄 Changes & Cancellations
❌ Special Order or coloured hair:
- If your hair is custom coloured or special order, your deposit is:
- Immediately non-refundable
- Non-transferable
- Once hair is ordered, no product changes can be made.
- If you wish to change the hair colour or product, a new deposit will be required and the original deposit of 50% will be retained to cover some of the cost of the hair.
✅ Standard Hair (Not Special Order or coloured):
- Your deposit is refundable up to 14 days before your scheduled appointment.
📅 Rescheduling Policy
- You may reschedule your initial installation once, at least 7 days before your appointment:
- ✅ Your deposit will move to the new date
- ⚠️ It cannot be moved again
- Rescheduling within 7 days of the appointment:
- ❌ 50% of your deposit is forfeited
- ✅ 50% can be used toward a new appointment within 6 months
- After 6 months, the deposit expires and a new one is required
Quotes
Our service quotes are based on our standard salon pricing, but tailored specifically to you and your hair following an in-person hair evaluation. Please note that we cannot guarantee any indication of prices given over the phone and firm quotes will only ever be provided in person.
Ensuring your satisfaction
Your happiness is our priority. If you’re not satisfied with our services or products, please inform us within a week of your appointment. We’ll collaborate to rectify the situation.
Please note:
- If you have any concerns, please contact us as soon as possible, over the phone is great but emailing us with photos of any specific issues is most helpful. Please send queries to: [email protected]
- Accurate hair history from the past five years is crucial to achieve the best outcomes.
- Faulty retail products must be returned within 12 weeks, with at least 70% remaining, to be eligible for an exchange or refund.
- Creating hair you love is our number one goal. If you don’t love your hair, we’d always welcome the opportunity to adjust it at little or no extra charge to you. Simply reach out to us within a week of your appointment. Please note though, if you seek hair services elsewhere or use other colouring products before we can take a look, we’ll be unable to assist in rectifying the issue.
- Refunds will not be given for hair services, but we’ll gladly work with you to find a solution to create your perfect hair.
Taking care of your hair at home
To maintain salon-quality hair, at-home care is essential. Depending on treatments, specific products might be recommended. If you opt not to follow these suggestions, we can’t guarantee prolonged service effects. If a recommended product doesn’t match your expectations, please remember our 12-week exchange policy.
Frequently asked questions
Your top queries, untangled:
Finding Hare and Fawn: Where are you located?
Nestled in the heart of Queanbeyan, Hare and Fawn stands prominently at 128 Monaro Street. Conveniently situated opposite Riverside Plaza, we’re ideally placed for our cherished clients not only from Queanbeyan but also from neighbouring areas, including Canberra, Goulburn, Yass, Cooma, and Bungendore.
Securing Time with My Preferred Stylist: How soon should I book?
The magic touch of our stylists is sought after. Many regulars secure up to three sessions ahead of time. Those favoured evening (post-4:00 pm on weekdays) and weekend slots get snapped up quickly. If you’re eyeing those peak times, think about locking in multiple sessions, even if spread out. If you’re flexible with times, securing a spot with your favoured stylist within a fortnight is possible.
Joining the Waiting List: How does it work?
Life’s a whirlwind, and sometimes appointments change. When they do, our eagle-eyed reception team is on it. If a coveted slot opens and you’re on the waiting list, expect a call or text from us.
Company at My Appointment: Can I bring someone with me?
The 2020 dance with COVID-19 made us experts in chair choreography. While we’ve swayed from those stringent days, we still maintain a curated seating experience. We kindly request solo visits unless prior notice is given for additional guests.
Kids in Tow: Can they accompany me?
Should your young ones need to join, a heads-up would help us prepare. They’re welcome to our WiFi if they bring a gadget along. We just ask that you/they please keep the tranquillity of other guests in mind.
Paw Parents: Is Hare and Fawn pet friendly?
We can only welcome service animals. But rest assured, they’ll always have a place with us.
Preliminary Consultations: Do I need one?
While not mandatory (we always chat before starting your session), pre-appointment consultations are advised if:
- You're new to Hare and Fawn.
- You’re envisioning a radical change.
- You’re unclear on the service you require.
A consultation allows you to engage with your stylist, get insights, and secure a solid quote.
Price Tag: How much will my appointment cost?
While we refrain from committing to quotes without meeting you and assessing your hair, our comprehensive price list found on each service page can hint at potential expenses.
Bundling is our game, and off-peak offers are our specialty. Rest assured, you’ll have a crystal-clear quote before we begin. Should you crave precision pre-booking, it’s an in-person consultation away.
Multitasking: Can work during my appointment?
Absolutely! We’re all about that hustle. Settle in, connect to our WiFi, access our power & USB ports, and let us pamper while you power through. Coffee? On the house!
Fashionably Late: What happens if I arrive at my appointment late?
Hair and time are both extremely precious. Call us if the clock’s not in your favour and we’ll do whatever we can to help, but please note that our service scope might adjust based on your time of arrival. Remember, allotted times mean potential full-service charges, even if curtailed by tardiness.
