CARE POLICY

Not in the mood for a chat? That’s totally okay - just let us know, and we promise we won’t be offended! You can request a silent service when booking or when you arrive for your appointment. If that feels a bit too direct, feel free to close your eyes, open a book, or dive into your electronic device - we’ll take the hint. Life is busy, and sometimes tuning out while getting your hair done is exactly what the doctor ordered.

Our team prides itself on being neurodiverse-inclusive and is committed to making your experience a positive one. We do our utmost to accommodate our clients’ individual needs and would love to know what helps make the space more comfortable for you, wherever possible. Many of us are neurodivergent ourselves, and we deeply understand how meaningful those considerations can be.

The salon is also a pet-friendly space, and our part-time therapy dog is often here to offer comfort and cuddles. If you plan to bring your own well-behaved, leashed pet, please let us know in advance so we can make sure it’s a good fit for everyone on the day. Likewise, if you have allergies or sensitivities to animals, we’d love a heads-up when you book so we can make arrangements to ensure your comfort.

If anything or anyone is making you feel uncomfortable, please don’t hesitate to let a team member know so we can address it discreetly.

CANCELLATION POLICY

We require at least 24 hours’ notice for all cancellations. No-shows or late cancellations will incur a fee of 50% of the booked service, which may be invoiced or added to your next appointment if you are a regularly returning customer. Please note that failure to pay this fee may result in refusal of future bookings until the balance is settled.

Please understand that this policy helps protect our time and the sustainability of our small business — if you don’t show up, we can’t earn an income. As a small team, a missed appointment can mean a significant loss.

We know that respect goes both ways. Just as we ask our clients to arrive on time, we’re equally committed to running on schedule and respecting your time. We do our best to keep things running smoothly, but if delays ever occur on our end, we’ll communicate as early and openly as possible.

Clients arriving more than 10 minutes late without notifying our team may be considered a no-show. If we’re still able to accommodate you, your service may need to be adjusted to fit the remaining time. Please keep in mind that late arrivals can cause us to run behind for every other client for the rest of the day or result in our staff staying back after hours.

DECENCY POLICY

At the Brush & Broom Salon, we believe in kindness, inclusivity, and respect. Any racist, homophobic, transphobic, or otherwise hateful behaviour or comments will not be tolerated. Please also be mindful that you are on Ngunnawal and Ngambri land. We operate with deep respect for the traditional custodians of the country on which we are privileged to conduct business.

As a salon that proudly offers neurodiverse-inclusive services, many of our team members are also neurodivergent and deserve the same level of courtesy, understanding, and compassion. Rudeness towards staff will not be accepted.

We always strive to run on time and will do our best to notify you of any delays. That said, unforeseen circumstances may occasionally cause appointments to start later than expected. Art takes time and we sincerely appreciate your patience. If you have a strict time constraint, please let us know when booking or at the beginning of your appointment so we can do our best to accommodate.

DISCLOSURE POLICY

At The Brush & Broom Salon, your health, safety, and hair integrity are our top priorities. To ensure the best possible outcome, we kindly ask that you inform us of any allergies, sensitivities, or previous chemical treatments that your current hair has undergone - including colour, henna, lightening, keratin, perming, or relaxing services. This information is essential to tailor your service safely and effectively.

Skin patch tests and hair strand tests are available during consultation appointments and are recommended at least 48 hours prior to any chemical service. These quick, preventative steps help us avoid potential complications and ensure the products we use are right for you.

Please note that without full disclosure, we cannot be held responsible for any adverse reactions or outcomes. Your honesty and cooperation help us protect the health of your hair and skin while delivering the high standard of care we’re known for. If you’re ever unsure whether something is relevant to mention, we encourage you to share - no detail is too small when it comes to your safety and comfort.