Salon policies

Doll Nails holds a 5 minute grace period for all appointments. If you are more than 5 minutes late, your appointment may be cancelled and you will be charged as a no-show at our discretion so as not to inconvenience the client booked directly after you.

We kindly request that you come to your appointment unaccompanied — no children or guests are permitted to attend your appointment with you. This is to ensure the smooth and efficient flow of our services.

We kindly ask that you do not try to “bend the rules” by bringing children to sit unattended in our salon as we will need to reschedule your appointment if this happens, and our reschedule/cancellation policy will apply.

This is also for insurance purposes and to ensure the relaxation and positive salon experience of all our clients.

We value your business and ask that you respect the scheduling policies in place.

Should you need to cancel or reschedule, please notify us at least 72 hours in advance. This can be done by phone, SMS, or email, and must be within salon trading hours Tuesday–Saturday as listed online (excluding public holidays). The team do not monitor client communications outside of these hours.

Should you need to cancel or reschedule within the 72 hours prior to your booking, your deposit will not be refunded without exception.

Reschedules, Cancellations, and No-Shows within 24 hours of your booking will incur a cancellation fee of 100% of the service price (if a deposit has been paid, the remaining amount will automatically be charged to the payment method on file) without exception.

All services require a 50% deposit — the deposit will be used towards your appointment. All deposits are non-refundable, however if a cancellation is made outside of the 72 hours prior to your appointment, your deposit can be transferred to a new booking within 3 months.

Please note all service booking deposits are non-refundable, however, in accordance with our reschedule and cancellation policies we can transfer this deposit accordingly, at our discretion.

Please be aware that we only offer refunds in circumstances where there is a major issue with the service. If you have a major problem with our service we ask that you please contact us within 24 hours after your appointment.

Please be aware however that we do not provide refunds for:

Please note: Although uncommon, clients can develop an allergic reaction to a product that they have been using for years that they have previously had no history or reaction to. If you experience any reaction after your appointment, please contact Doll Nails to organise free removal of the product.

Please speak to your artisan before your appointment about nail goals you have and allow them to evaluate the condition of your natural nails and advise you on recommendations.

It may take a few appointments to tweak and achieve the desired look you are after, so keep that in mind if you are booking for a holiday, event or wedding.

If you (the client) are aware of ANY previous or existing reactions you may have to a product it is vital that you disclose this to our Artisan. Doll Nails is not responsible for any allergic reaction you may have to our products.

Our luxury manicure and pedicure services require strict aftercare to maintain the integrity of the product.

If you’ve experienced chipping, excessive lifting, or discolouration (not including stains caused by external influence like cooking or transfer from clothing) of the product within 24 hours after your appointment, please contact the team to organise a complimentary repair.

We are not responsible for damage due to incorrect aftercare after 24 hours of the appointment.

If you are concerned about the retention of the product, contact the team and we will be happy to take a look. An assessment will be performed by a Senior Artisan to determine the cause of the issue — either due to application or improper aftercare — and treated accordingly.

Gift certificates are issued in-salon or via email/SMS, are non-transferable/non-refundable, and valid for 3 months from date of issue, or otherwise at our discretion.

Gift certificates cannot be used towards your deposit to secure your appointment. Gift certificates can only be redeemed in salon when presented upon checkout, towards any and all products and services.

Once payment is received, your bridal preparation schedule will be reserved exclusively for you. Appointment dates are coordinated around your wedding date and related events and are held specifically for this package.

All payments for the Bridal Package are non-refundable. This reflects the advance planning, reserved availability, and personalised preparation involved.

The Bridal Package is non-transferable and may not be shared with or transferred to another client.