Terms & Conditions
At Lua Studio, we are committed to providing every client with a professional, luxurious and personalised salon experience. By booking an appointment with Lua Studio, you acknowledge and agree to the following Terms & Conditions.
Appointments & Consultations
Please ensure all information provided when booking is accurate, including your full name, phone number and email address.
For colour transformations, corrections, lightening services, nanoplasty and other specialised services, we may request:
A clear photo of your current hair, preferably taken from the back in natural lighting
Your hair colour and chemical history from the previous 2–3 years
Inspiration photos or videos showing your desired result
In-salon consultations are available and may be required before certain services can be confirmed.
Hair results vary between clients and depend on factors including previous colour, box dye, chemical treatments, hair condition, porosity, density and natural underlying pigment.
Inspiration photos are used as a guide and do not guarantee an identical result.
Deposits
Selected appointments require a deposit to secure your booking.
Where a deposit is requested, it must be received within the timeframe advised by Lua Studio. If payment is not received, we reserve the right to release or cancel the appointment.
Deposits are non-refundable for change-of-mind cancellations, late cancellations and no-shows, subject always to your rights under New Zealand consumer law.
Where permitted by Lua Studio, a deposit may be transferred to a rescheduled appointment provided the required cancellation notice has been given.
Cancellations & Rescheduling
We understand that plans can change. We ask that you provide at least 48 hours’ notice if you need to cancel or reschedule your appointment.
Cancellations or rescheduling within 48 hours may result in the loss of your deposit and a new deposit may be required before another appointment can be booked.
Repeated late cancellations or no-shows may result in Lua Studio requiring full or partial prepayment for future appointments or declining future bookings.
Late Arrivals
Please arrive on time for your appointment.
If you arrive late, we will do our best to accommodate you; however, your service may need to be adjusted, shortened or rescheduled to avoid impacting other clients.
Where an appointment cannot reasonably proceed due to a client’s late arrival, it may be treated as a late cancellation.
Colour & Chemical Services
The health and integrity of your hair will always be our priority.
Lua Studio reserves the right to alter, postpone or decline a requested service where our stylist believes proceeding could significantly compromise the condition of your hair or scalp.
Achieving your desired colour may require multiple appointments, particularly when working with previous permanent colour, box dye, dark artificial pigment, colour build-up or compromised hair.
Your stylist will discuss realistic expectations and, where possible, provide a treatment plan before proceeding.
Pricing
Prices displayed online or discussed before an appointment may be starting prices unless expressly stated otherwise.
Final pricing can vary depending on hair length, thickness, condition, product usage, complexity and the time required to achieve the agreed service.
Where the required service differs materially from the original booking, your stylist will discuss the revised service and pricing with you before proceeding.
Refund & Service Satisfaction Policy
Your satisfaction is extremely important to us. If you have concerns about the result of a service, please contact Lua Studio as soon as reasonably possible after your appointment.
We may ask you to return to the salon so we can assess your hair in person before determining the appropriate solution.
Where there is a concern that can reasonably be corrected, Lua Studio may offer an adjustment or corrective service in accordance with our obligations under New Zealand consumer law.
We ask that clients give Lua Studio a reasonable opportunity to assess and, where appropriate, remedy the concern before arranging corrective work with another salon.
Change of Mind
Refunds are not provided simply because a client changes their mind about a colour, cut or style that was discussed, agreed upon and carried out appropriately.
A change in personal preference after the service is completed does not automatically mean the service is faulty.
Corrective Services
Any complimentary adjustment offered by Lua Studio relates specifically to the original agreed service and concern.
Further changes to the colour, cut or style beyond the original consultation may be considered a new service and charged accordingly.
Lua Studio cannot guarantee or accept responsibility for the outcome of hair that has subsequently been coloured, chemically treated, cut or otherwise altered by the client or another salon after the original service, except where required by law.
Retail Products
Please choose retail products carefully.
We do not offer refunds for change of mind on retail products. If a product is faulty or does not meet the guarantees required by New Zealand consumer law, please contact us so we can assess the appropriate remedy.
Hair History & Client Disclosure
Clients are responsible for providing accurate information about previous colour, bleach, box dye, henna, smoothing treatments, keratin, nanoplasty, chemical straightening, medications or other relevant treatments that may affect the service.
Failure to disclose relevant hair history may affect the achievable result and the condition of the hair.
Personal Belongings
Please take care of personal belongings while visiting the salon. Lua Studio is not responsible for loss or damage to personal items except where liability cannot legally be excluded.
Photography & Social Media
Lua Studio may ask for permission to photograph or film your finished hair for our portfolio, website or social media.
Please advise your stylist if you do not wish to be photographed or filmed.
Consumer Rights
Nothing in these Terms & Conditions is intended to exclude, restrict or modify any rights or remedies you may have under the Consumer Guarantees Act 1993, Fair Trading Act 1986, or any other applicable New Zealand law.
Where these Terms & Conditions conflict with rights that cannot legally be excluded, your statutory rights will apply.
Contact Us
If you have any questions about an appointment, service or these Terms & Conditions, please contact Lua Studio before making your booking.
Lua Studio
Papatoetoe, Auckland
Luxury hair, created with you in mind.