Refund Policy

Effective Date: September 08, 2026

1. Overview

At Boroniahouseglow, we are committed to providing exceptional beauty services and ensuring customer satisfaction. This Refund Policy outlines the terms and conditions under which refunds, cancellations, and rescheduling are handled for services provided at our premium beauty salon located in New Lelia, NT, Australia.

This policy applies to all services, appointments, gift certificates, and products purchased through our website or at our salon location.

2. Cancellation Policy

2.1 Cancellation by Client

We understand that circumstances may require you to cancel your appointment. To receive a full refund or reschedule without penalty, you must provide notice according to the following timeframes:

2.2 How to Cancel

To cancel your appointment, you may:

• Call us directly at the phone number provided on our website
• Email us at appointments@boroniahouseglow.com
• Use the cancellation feature in your appointment confirmation email
• Visit our salon in person during business hours

Please note: Cancellations must be confirmed by us to be valid. We recommend requesting written confirmation of your cancellation.

2.3 Cancellation by Boroniahouseglow

In rare circumstances, we may need to cancel your appointment due to:

• Therapist illness or unavailability
• Emergency situations or unforeseen circumstances
• Facility maintenance or safety concerns
• Extreme weather conditions

If we cancel your appointment, you will receive:

• A full refund of any payments made, OR
• Priority rescheduling at your convenience with a 15% discount on that service

3. Rescheduling Policy

3.1 Rescheduling Requests

We understand that plans change. You may reschedule your appointment according to the following terms:

• More than 48 hours notice: Free rescheduling (one time)
• 24-48 hours notice: One free rescheduling; subsequent changes subject to $25 AUD fee
• Less than 24 hours notice: $25 AUD rescheduling fee applies

3.2 Rescheduling Limitations

Please note:

• Appointments can only be rescheduled based on availability
• Rescheduled appointments must be within 30 days of the original appointment date
• Multiple rescheduling requests may result in appointment cancellation

4. Refund Process and Timelines

4.1 Refund Methods

Approved refunds will be processed using the original payment method:

• Credit/Debit Cards: 5-10 business days
• Digital Payment Platforms: 3-7 business days
• Bank Transfers: 7-14 business days

Processing times may vary depending on your financial institution.

4.2 Refund Request Process

To request a refund:

1. Contact us via email at refunds@boroniahouseglow.com or call us directly
2. Provide your booking reference number and reason for the refund request
3. Wait for confirmation and processing (typically within 2-3 business days)
4. Receive your refund according to the timelines above

4.3 Partial Refunds

Partial refunds may be issued in the following situations:

• Late cancellations as outlined in Section 2.1
• Service packages where only some services have been used
• Dissatisfaction with specific portions of a multi-service appointment (subject to review)

5. Service Satisfaction and Quality Guarantee

5.1 Our Commitment

We strive to provide exceptional service quality. If you are not satisfied with your treatment:

• Please inform our staff immediately during or right after your appointment
• We will make every reasonable effort to address your concerns on the spot
• If the issue cannot be resolved immediately, contact us within 24 hours

5.2 Service Quality Complaints

If you experience any of the following issues, you may be eligible for a refund or complimentary follow-up treatment:

• Service was not performed as described
• Treatment was incomplete due to our error
• You experienced an adverse reaction that was not related to undisclosed health conditions
• Professional standards were not met

5.3 Non-Refundable Situations

Refunds will NOT be provided in the following circumstances:

• Changes of mind after service has been completed
• Natural variations in treatment results (individual results may vary)
• Adverse reactions caused by undisclosed health conditions or allergies
• Dissatisfaction with results that were clearly explained as typical outcomes
• Failure to follow pre-treatment or post-treatment care instructions
• Late arrivals resulting in shortened treatment time
• No-show appointments without prior notice

6. Gift Certificates and Vouchers

6.1 Refund Policy for Gift Certificates

Gift certificates and promotional vouchers:

• Are non-refundable once purchased
• Cannot be exchanged for cash
• Are valid for 12 months from the date of purchase
• Can be transferred to another person
• May be extended under special circumstances (contact us for details)

6.2 Expired Gift Certificates

Expired gift certificates:

• May be reactivated within 30 days of expiration with a $15 AUD reactivation fee
• Cannot be redeemed or refunded after the 30-day grace period
• Extensions may be granted in exceptional circumstances at our discretion

7. Service Packages and Memberships

7.1 Multi-Service Packages

For bundled service packages:

• Refunds are calculated based on individual service prices minus completed services
• A $50 AUD administrative fee applies to package cancellations
• Packages must be used within the specified validity period (typically 6-12 months)
• Unused portions of expired packages are non-refundable

7.2 Membership Programs

If we offer membership or subscription services:

• Monthly memberships can be cancelled with 30 days' notice
• Refunds for the current billing cycle will be prorated
• Annual memberships may be refunded within the first 30 days minus used services
• After 30 days, annual memberships are non-refundable but can be frozen for up to 60 days

8. Deposit and Prepayment Policy

8.1 Deposit Requirements

Certain services may require a deposit at the time of booking:

• Standard treatments: No deposit required
• Premium or lengthy treatments (over 2 hours): 30% deposit
• Group bookings (3+ people): 50% deposit
• Special event services: 50% deposit

8.2 Deposit Refunds

Deposits are subject to the same cancellation policy outlined in Section 2.1:

• 48+ hours notice: Full deposit refund
• 24-48 hours notice: 50% deposit refund
• Less than 24 hours: Deposit forfeited but may be applied to future booking

9. Product Purchases

9.1 Retail Product Returns

For beauty products and retail items purchased at our salon:

• Unopened products: Full refund within 14 days with receipt
• Opened products: Exchange only for defective items within 7 days
• Products must be in original packaging
• Proof of purchase is required

9.2 Defective Products

If a product is defective:

• Contact us within 7 days of purchase
• Return the product in its original condition
• You will receive a full refund or replacement at your choice

10. Special Circumstances

10.1 Medical Emergencies

In case of medical emergencies or serious illness:

• Provide medical documentation within 7 days
• Full refund or unlimited rescheduling will be granted
• This policy applies to the client only, not accompanying persons

10.2 Bereavement

In the event of a death in your immediate family:

• Full refund will be provided with appropriate documentation
• Alternative: Appointment can be rescheduled with no time limit or fee

10.3 Travel Disruptions

For clients traveling from outside the local area:

• Provide proof of travel disruption (flight cancellation, road closure, etc.)
• Full refund or credit toward future visit will be issued

11. Promotional Offers and Discounted Services

Services purchased at discounted rates or through promotional offers:

• Are subject to the same refund policy
• Refunds are calculated based on the price paid, not the regular price
• Special promotion terms may include additional restrictions (disclosed at purchase)
• Combination discounts cannot be separated for partial refunds

12. Disputes and Complaint Resolution

12.1 Internal Resolution Process

If you have a complaint or dispute regarding a refund:

1. Contact Us: Email complaints@boroniahouseglow.com or call us directly
2. Review Period: We will review your case within 3 business days
3. Resolution: We will contact you with a proposed resolution within 5 business days
4. Final Decision: If you remain unsatisfied, escalate to management for final review

12.2 External Dispute Resolution

If we cannot resolve your dispute internally:

• You may contact your local consumer protection agency
• In Australia, contact the Australian Competition and Consumer Commission (ACCC)
• Small claims tribunal may be an option for unresolved disputes

13. Australian Consumer Law

This Refund Policy operates in conjunction with the Australian Consumer Law (ACL). Nothing in this policy limits or excludes any rights you may have under the ACL, including:

• The right to a repair, replacement, or refund for major failures with services
• The right to compensation for other reasonably foreseeable loss or damage
• The right to cancel a service and obtain a refund if the problem is not resolved in a reasonable time

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract and obtain a refund or to compensation for the reduction in value of your services.

14. Force Majeure

In the event of circumstances beyond our reasonable control (force majeure), including but not limited to:

• Natural disasters
• Pandemics or public health emergencies
• Government-mandated closures
• Acts of terrorism or war
• Severe weather events

We will:

• Provide full refunds for cancelled appointments, OR
• Offer credit with extended validity (minimum 12 months), OR
• Allow unlimited free rescheduling once services resume

15. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will:

• Be posted on our website with an updated "Effective Date"
• Not affect bookings made before the change (original terms apply)
• Be communicated via email for significant changes (if you're subscribed)

We encourage you to review this policy periodically, especially before booking new services.

16. Contact Information for Refunds

For all refund inquiries, cancellations, or complaints, please contact us:

Boroniahouseglow
New Lelia, NT, Australia

Email: refunds@boroniahouseglow.com
Phone: Available on our website contact page
Website: www.boroniahouseglow.com

Business Hours:
Monday - Friday: 9:00 AM - 6:00 PM ACST
Saturday: 10:00 AM - 4:00 PM ACST
Sunday: Closed

17. Acknowledgment and Acceptance

By booking an appointment or purchasing services from Boroniahouseglow, you acknowledge that:

• You have read and understood this Refund Policy in its entirety
• You agree to be bound by the terms and conditions outlined herein
• You understand the cancellation deadlines and associated fees
• You accept responsibility for providing accurate contact information for refund processing
• You understand that failure to comply with this policy may result in forfeiture of refunds

Thank you for your understanding and cooperation. We value your business and are committed to providing exceptional service and fair refund practices.

Last Updated: September 08, 2026