Josh Wood Hair – Terms of Service (Australia)

Josh Wood Hair is a trading name of JW Colour Pty, a company registered in Australia under registration number xxx. Our registered address is Level 7, 600 Bourke Street, Melbourne, Victoria 3000, Australia. Our GST number is xxx.

Appointment Bookings

Appointments may be booked online via Timely.
Enquiries can also be emailed to xxx.
Appointments will be confirmed via a confirmation email and SMS at the time of booking. A reminder will also be sent 48 hours prior to the appointment.
All appointments are subject to availability and change. We will always try to give you at least 24 hours’ notice of any change and offer you an alternative.
We offer no compensation and do not accept liability for any changes made to appointment bookings.
All appointments require a valid payment method to secure the booking.
All colour services must be followed by either a Cut & Finish Service or a Post Colour Blowdry.
We welcome walk-in appointments on a first come first served basis, subject to availability.

Consultations & Allergy Alert Testing (AAT)

A consultation is recommended before any major colour change.
For all permanent colour service appointments please ensure you book an Allergy Alert Test (AAT) at least 48 hours prior to your appointment.
Failure to complete an AAT may lead to appointment cancellation and cancellation charges (see below).

Contraindications & Age Restrictions

Clients with allergies, skin conditions, recent medical treatments, or pregnancy must inform the salon prior to their appointment.
Clients must be 16+ years for permanent hair colour services.
Clients under 16 years of age require parental consent for all services.
Clients under 16 years of age must be accompanied by a parent or legal guardian.

Deposits & Payments

Deposits are required for selected services, for example group or event bookings.

Cancellations & Missed Appointments

We know that things come up and you may need to cancel or reschedule your appointment. Please give us as much notice as possible. Our cancellation policy is as follows:

More than 48 hours notice: No charge
24-48 hours notice: 50% charge
Less than 24 hours notice: 100% charge

Lateness

We respectfully ask all clients to arrive on time for their appointment to ensure our expert team are able to provide the full experience.
Arriving later than 10 minutes after the booked time may result in the appointment being shortened or cancelled at the discretion of the manager, and cancellation fees may be charged as set out above.
If you are running late please let a member of the team know by calling [xxx]or replying to your confirmation SMS, and we will do our very best to accommodate you.

Customer Satisfaction & Complaints

We aim to ensure that every client is delighted with the services that they receive at Josh Wood Hair. However, we recognise that on occasions things can go wrong and we will try to put things right at the earliest opportunity.
We ensure that all complaints are documented, followed up and, where appropriate, action is taken to prevent future occurrences. The quickest and most effective way of resolving any problem is to bring it to our attention immediately by raising your concern with the team member carrying out your service. They will listen carefully to your concerns and do everything they can to correct any problems.
Complaints should be documented in writing via email to [xxx]; Please provide as much detail as possible, including details of your service, date and time of your appointment and your exact concerns.
Your complaint will be assessed by the management team. We aim to get back to you within 5 working days of receiving your complaint in writing.

Refund Policy

We do not give refunds on services unless the service has significantly failed to meet our consumer guarantee and we have been unable to rectify the issue. To claim a refund please provide evidence of the problem, including photos; we will look into your concerns immediately and try to resolve the matter as quickly as possible.

Limitations on Liability

If Josh Wood Hair fails to comply with these Terms of Service (TOS) we are responsible for loss or damage you suffer as a foreseeable result of us breaching the TOS. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract is made, both you and Josh Wood Hair knew it might happen, for example, if you discussed it with us during the booking process. We will only be liable for loss or damage up to 100% of the total services provided.
We are not responsible for losses not caused by our breach or negligence, indirect losses which are a side effect of the main loss or damage and which are not reasonably foreseeable by you and us (for example loss of profits or loss of opportunity).
We are not responsible for failure to meet any of our obligations under the TOS where such failure is due to events beyond our reasonable control.

Privacy Policy

This privacy policy sets out how JW Colour Pty (JWC) protects your personal information, your rights regarding your personal information and how JWC collects, holds, uses, discloses, and manages your personal information.

JWC operates in Australia. This privacy policy describes how JWC complies with its obligations under the Australian Privacy Act 1988 (Cth) and the Australian Privacy Principles.

You do not have to provide any personal information to JWC. However, without certain information, JWC may not be able to provide services, products or information to you or may be limited in how we interact with you.

Information We Collect From You

Personal information is any information that identifies you or can reasonably be used to identify you. Personal information may include health information.

The personal information we collect and hold about you will vary depending on our particular interaction or engagement with you. Generally speaking, the kinds of personal information JWC may collect and hold about you includes:

contact details, including your name, residential and telephone numbers, email and other electronic addresses;
demographic details, including your age, date of birth and gender and personal interests;
information about the services and products you have purchased, booked or enquired about;
images, photographs, videos, footage and other content which may identify you;
payment information such as your credit or debit card details, date and time, transaction amount, information related to the merchant for each transaction and other bank details;
your views, preferences, and insights about our business, including services and products that you share;
your behavioural information and characteristics that are derived from data we already have about you, including from your past behaviours, preferences, and activities;
internet, digital and technology information (as further detailed in paragraph 8) collected from accessing our websites, apps and social media sites, including your IP address, referring URL, browsing habits, clicked links, location data (where enabled), device type, dates and other information as permitted by your device settings;
information about any testimonials, reviews, feedback, complaints, product returns, and refunds issued to you;
social media account names or tags.

JWC may also hold other kinds of personal information as permitted or required by law or other kinds of personal information that we notify you of at or about the time of collection.

In some cases, JWC may be required to collect sensitive information from you to the extent that it is reasonably necessary for us to provide our services or products to you. ‘Sensitive information’ is defined in the Privacy Acts and includes health information. Some examples of sensitive information that we may collect include information regarding your medical history (including previous infections, diseases, reactions and conditions), medications, medical care, health related reactions and health related contraindications. If we do need to collect sensitive information about you, we will only do so with your consent or where we are required to do so by law.

How We Collect Information

Generally, JWC will collect your personal information directly from you when you provide it to us. This might be when you:

book or purchase any of our services or products;
visit or attend our Bourke Street premises, including through cameras, images, photographs, videos, or CCTV footage or similar technology used in our stores (which may also cover our pick-up areas, store entrances and other publicly accessible areas);
subscribe to any of our mailing lists or subscriptions;
complete a survey or participate in one of our research studies, competitions or promotions;
attend one of our events (including via camera, video, or similar technology);
contact us or otherwise interact with us (including during phone calls, webchats or via social media);
post information online such as images, videos, reviews, feedback and other content (including to any of our websites or social media accounts);

In some cases, we may also collect personal information about you from someone other than you, such as:

our affiliated or related companies (including entities within the JWC Group when you browse their websites, purchase their products or services or otherwise interact with them);
third parties you authorise to disclose your information to us;
your parent, guardian and/or nominated referees;
law enforcement agencies where required (for example, to conduct police checks if you apply for a job with us);
our vendors, suppliers or contractors that help us provide our products or services to you;
an organisation (such as your employer), where you interact with us on behalf of them; or
a publicly maintained record or other publicly available sources of information including internet search platforms, social media and similar websites.

How We Use Information

JWC collects, holds, uses and discloses your personal information for the following purposes:

to provide our services and products to you;
to provide you with access to our websites or other online services;
to monitor and measure the use of our websites or other online services (including if you are a new or returning visitor);
to personalise and enhance your experience with us (including determining what services and products may interest you, and what additional services, such as treatments, may be suitable for you);
to undertake data analytics, data processing, database compilation, market research or trend analysis including to derive insights about our clients, to better understand our clients preferences and interests, and to improve our service and product offerings;
to conduct promotions, competitions, giveaways and events;
to promote and market our services and products to you, including direct marketing, for example by email or text. This may involve sharing your information with affiliated or related entities or commercial partners of JWC for direct marketing. You can opt out of these communications using the details provided in any marketing communication.
to provide support services (including responding to questions, handling complaints, processing returns, refunds, exchanges, and managing product recalls);
to process payments;
to prevent or investigate any potential, suspected or actual fraud, breaches of policy or law, and conduct fraud, risk reduction and creditworthiness checks;
to monitor and protect our team members, clients, premises and systems from malicious or dangerous activity;
for loss prevention or salon safety purposes, such as investigating breaches of salon procedures, injuries, or incidents in our salon;
to receive and manage the delivery of services or products from our service providers and suppliers;
to assess your application for employment with JWC;
for team member training purposes;
to enforce JWC’s rights, including undertaking legal proceedings;
to otherwise comply with our legal and regulatory requirements.

In addition to the list above, JWC may use your personal information for purposes related to any of the above or other purposes notified to you at the time of collection or otherwise permitted or required by law.

Disclosure Of Your Personal Information

JWC discloses your personal information for the same purpose that it was collected. As a result, this may include disclosing your personal information to:

our affiliated or related companies, including entities within the JWC Group;
our contractors, service providers and other third parties that supply products or services to us (including our technology and data analytics providers, marketing, advertising, trend analysis and feedback collection providers, payment processors, shipping and distribution providers, event organisers, and other business or administration service providers);
other entities as required or authorised by law, court order or regulatory requirement (for example, government agencies, regulatory bodies and law enforcement agencies);
our professional advisers (including legal, tax consulting, and accounting firms, auditors, insurers, insurance brokers or business consultants);
third party service providers for fraud detection and security detection, or to prevent payment fraud; and
any other person or organisation that we notify you about.

If you post information or other content to public sections of our websites or to our social media sites, you acknowledge that the information or content may be viewed by the public and/or users of the relevant website or social media site.

Some of the parties that JWC discloses your personal information to may be located outside Australia, including the United Kingdom.

Protecting Your Personal Information

JWC takes reasonable steps to ensure that the personal information we hold is protected from misuse, interference and loss and from unauthorised access, modification or disclosure. Your personal information is held by JWC in electronic form and is protected by electronic and procedural safeguards.

Your personal information will either be stored on JWC’s IT systems, or the IT systems of JWC’’s contractors or service providers. Your personal information will be accessed only by authorised personnel or contractors. We also implement information security policies, procedures and training programs to ensure the security of your personal information.

When JWC no longer requires your personal information, we will securely destroy or de-identify it, unless otherwise required or authorised by law to retain that personal information.

Access And Correction Of Your Personal Information

JWC takes reasonable steps to ensure personal information it holds is accurate, up-to-date, complete, relevant and not misleading.

You have a right to seek access to, and correction of, your personal information that is collected and held by JWC. If at any time you would like to access or correct the personal information that JWC holds about you, you can contact our team at reservations@joshwoodhair.com.

To obtain access to or correct your personal information:

you may be required to provide proof of identity to ensure that personal information is provided only to the correct individuals and that the privacy of others is protected; and
JWC requests that you be reasonably specific about the information you require and/or wish to correct.

JWC will endeavour to respond to your request within 30 days. JWC will also grant access to the extent required or authorised by law and take reasonable steps to correct personal information where necessary and appropriate.

If JWC isn’t able to facilitate a request to access or correct your personal information, we will provide written reasons along with details on complaint mechanisms if you’d like to follow up. Common reasons for refusal include potential compromises to another individual's privacy or legal requirements.

If you’re not satisfied with JWC’s refusal to grant access to, or correct, your personal information, you may make a complaint by following the process set out in paragraph 12 below.

JWC may charge you a reasonable administration fee, which reflects and will not exceed the cost to JWC for providing access to your personal information in accordance with your request.

Complaints

Please direct all privacy complaints to reservations@joshwoodhair.com. At all times, privacy complaints:

will be treated seriously;
will be dealt with promptly;
will be dealt with in a confidential manner; and
will not affect your existing obligations or affect the commercial arrangements between you and JWC.

JWC will endeavour to resolve your complaint within 30 days unless we inform you otherwise. We may require proof of identity.

JWC will investigate your complaint and ensure you’re updated on the outcome. If you’re not satisfied with the outcome of your complaint, you may refer your complaint to the Office of the Australian Information Commissioner.

Changes to Privacy Policy

We keep our privacy policy on joshwoodcolour.com, so it’s easy for you to access.

We try not to change our privacy policy too often, but sometimes we need to, for example, if the law changes or if we change how we collect or use your information.

Any update to our privacy policy will be made available on our website. We will also notify you when we make significant updates.