Our 100% Satisfaction Guarantee

1. PLEASE SPEAK UP: IF YOU ARE NOT FULLY SATISFIED WITH YOUR HAIR OR MAKEUP, YOU MUST CLEARLY LET YOUR STYLIST KNOW AT YOUR APPOINTMENT

​

If you’re not completely satisfied with your hair or makeup by the end of your appointment, you MUST CLEARLY NOTIFY YOUR STYLIST before they have packed up their kit to leave to prevent voiding this guarantee. If the stylist isn't made aware of any dissatisfaction, they aren't afforded the opportunity to rectify any issue/s, which can't be done post-appointment. Please factor in time for any potential amendments when making your appointment.

 

It will be up to the stylist’s discretion as to whether dissatisfaction was adequately expressed, and if not, it will be assumed that the client was fully satisfied with the services provided. 

​

​

2. IF THE STYLIST ATTEMPTS TO RECTIFY THE ISSUE/S THAT HAVE CAUSED THE DISSATISFACTION, BUT IS NOT SUCCESSFUL:

 

If you're still not 100% satisfied after any amendments, you must immediately complete our Satisfaction Guarantee Form, within 1 hour of the appointment’s conclusion (ie. within an hour of the stylist leaving your premises or you leaving the stylist’s studio). We are not able to honour complaints that are submitted outside of this timeframe (please refer to reasons further below).

 

Your Satisfaction Guarantee Form must include:

 

> Clear before and after photos showing the condition of your skin and hair before the stylist began and the final work produced by the stylist. Please include any pictures of the exact issue.

> A detailed description of your concerns and why you were not satisfied.

> A description of the stylist's attempt to rectify the issue/s at the appointment.

> Any other details as indicated on the form.

​

All satisfaction guarantee applications will be replied to via email (not telephone) to maintain a written record of the interaction. Please allow up to 90 days for your claim application to be reviewed, processed and if applicable, refunded.

​​

________________________

​​​

​

SATISFACTION GUARANTEE EXEMPTIONS

 

• This guarantee does not apply to trial appointments. The very nature of a trial is experimental, to try various looks, products and sometimes different artists, to find which a client likes best. Although we have a high success rate from trials we cannot cover them under this guarantee.

• This guarantee does not apply to commercial clients, and is for personal, individual clients only.

• This guarantee is capped at a $500 refund for weddings or large group bookings.

• This guarantee is only claimable on one occasion per client/person. Please consider carefully if you wish to rebook with a JPC recommended stylist if you have had a previous honoured complaint.

​

Please read through the following prior to booking so you are aware of these specific guarantee exemptions:

​

• The client fails to clearly advise the stylist of their dissatisfaction prior to the stylist packing up their kit and leaving, or the client leaving the stylist's studio.

• The stylist wasn't given ample opportunity to attempt to rectify the issues at the appointment, before moving to a refund request.

• The satisfaction guarantee form/s were submitted more than an hour after the completion of the appointment.

• The client was unable to provide clear before and after photos showing their skin and face (for makeup claims) or hair (for hairstyling claims).

• The stylist attending the appointment wasn't an official team member of JPC, and they weren't booked via the JPC website booking form. Occasionally we will suggest another company (that aren't a part of our official team) to clients, and these stylists aren't affiliated with, endorsed or managed by JPC.

• The client had recently taken a substance or medication that affects their skin or hair eg. Retinol, recreational drugs etc.

• The client had recently received skin/hair/beauty treatments too close to the appointment eg. facial peels, microneedling, facial waxing, chemical hair straightening, perming etc. The appropriate length of time to wait before having hair or makeup services will be based on the industry's standard averages.

• The client had unwashed, dirty, or excessively oily hair that wasn't in a suitable condition to work on. Clients are requested to shampoo their hair the night prior to the booking (or on the day of the booking if they suffer from an extremely oily scalp), unless otherwise specifically instructed by their stylist before the appointment.

• The client had an unwashed face, or they had applied their own products to their skin after washing it (including moisturisers). These products may interfere with your stylist’s own product formulations which can prevent optimal results and longevity. Clients are asked to wash/cleanse their face directly prior to their appointment, and not to apply any products (unless your stylist specifically recommends otherwise).

• The client was experiencing facial sunburn, peeling skin, or any other condition noticeably affecting the texture of their face.

• The client failed to disclose any specific requirements to their stylist PRIOR to the appointment day, preventing the stylist the opportunity to properly prepare and cater for those individual needs. Examples of specific requirements include but are not limited to: medical conditions such as alopecia, rosacea, cystic acne, facial wounds, excessive pigmentation or any other physical skin or hair disorder, allergies or sensitivities, if hair extensions need to be fitted, a requirement for specific cosmetic products/formulations and so on.

• The stylist was unable to use their preferred products (due to a client’s allergies or personal preferences) or the client provided their own cosmetics for the stylist to use.

​

​

Provided none of the exemptions above applied, we will issue a full refund for any hair or makeups that weren't deemed satisfactory, up to the $500 cap.

​

Refunds are for hair and/or makeup services only. We cannot refund for any additional charges such as early fees, travel fees, parking costs and so on.

 

In all other scenarios that fall under one or more of the exemptions above, we will assess the application based on the information provided, and aim to provide a suitable, equitable resolution. This may include a full or partial refund, a free service, or a discount voucher for a future appointment.

​

________________________

​

 

WHY DO COMPLAINTS NEED TO BE MADE WITHIN ONE HOUR TO BE COVERED BY THIS GUARANTEE?

 

The main reasons complaints need to be made immediately after the appointment are:

 

a) If a client changes their mind after the stylist has left, the stylist isn't afforded the opportunity to rectify the issues. It is therefore important to be honest and speak up to your stylist if you are not happy at the appointment please.

​​

​b) The stylist cannot be held responsible for events that occur post-appointment. These include but are not limited to:

​

• WEATHER CONDITIONS & EXPOSURE: Rain, high winds, humidity and excessive heat can all affect hair and makeup wear.​

• PHYSICAL ACTIVITY: The activities a client undertakes whilst wearing the hairstyle or makeup such as dancing or increased movement can induce sweating, plus any extreme physical motion such as jumping up and down can cause hair to drop.​

• CONSUMPTION OF ALCOHOL: Becoming inebriated can lead to clients being more inclined to touch their face or hair, disrupting the work. Also, less care might be taken with maintaining the look such as blotting off excess oil, re-powdering if necessary, reapplying lipstick and so on. ​

• PHYSICAL CONTACT: Oftentimes, a client has multiple guests repeatedly hugging or kissing them on the cheek at their event (such as at weddings, birthday parties etc), which can disrupt their makeup or  muss their hairstyle.​

​​​

Therefore, complaints made after 1 hour of the appointment completion will be assessed on a case-by-case basis and will not fall under this guarantee. While the stylists on our team use professional techniques to ensure longevity and heavy-duty wear, hairstyling and makeup applications by nature need to have certain steps taken to maintain their integrity throughout the wear time.

​

You can view our suggestions for maintaining your hair HERE and maintaining your makeup HERE. You can also discuss post-appointment maintenance with your stylist prior to your booking so you are well prepared.​

​

 

SPECIAL ADDITIONS TO THIS GUARANTEE:​

​

​​Please note that we reserve the right to alter or discontinue this guarantee at any stage including if claims have been deemed fraudulent.