Terms and conditions

• A $147 deposit secures any treatment booking. For Ultimate Fusion it's $197.
• Your deposit comes off the price of your treatment on the day.
• Membership treatments don't need a deposit.

• Change your booking yourself with the link in your confirmation email, or text, call or email us.
• 48 hours' notice or more: we move your deposit to your new time, or refund it less the card fee we were charged on your payment.
• Less than 48 hours' notice: we keep your deposit. Your treatment takes several hours of our day, and we usually can't fill it at short notice.
• If something serious comes up, such as illness, talk to us. We look at every case fairly.
• If we need to cancel or move your appointment, we tell you as soon as we can, and move your deposit or refund it in full.

• Please arrive 10 minutes early, with dry hair.
• If you're more than 20 minutes late, we may need to shorten, change or move your treatment. If we have to move it, it counts as a change with less than 48 hours' notice.
• If you miss your appointment without telling us, we keep your deposit, and next time we ask you to pay for your treatment in full when you book.

• Treatment prices start from the amounts on our pricing page. Your price depends on your hair's length, amount and texture.
• We confirm your price at your consultation, before we start. Once we've started, it doesn't change.
• If we find something during your treatment that needs extra work, we stop and ask you first. You only pay for extra work you agree to.
• If our prices change after you've booked, the price we quoted you stays.

Please tell us about anything that could affect your hair or scalp:

• medical conditions and medicines;
• pregnancy or breastfeeding;
• allergies or sensitivities;
• scalp problems;
• previous chemical treatments, including relaxers, perms, Japanese straightening, box dye, henna and bleach.

If you've had a relaxer, perm or Japanese straightening before, send us a photo first. If you're pregnant or breastfeeding, our treatments haven't been tested for this, so we can't promise either way. Please check with your doctor first.

We can only plan for what we know. If something you didn't tell us affects your result, it may limit what our guarantee covers. Your rights under the ACL still apply.

• We may do a strand test before your treatment.
• We will decline, change or stop a treatment if we believe it isn't safe for your hair or scalp. If we decline before we start, we refund your deposit or move it to a treatment that suits you.
• Some people with a sensitive scalp notice a little oiliness or flaking for a few days afterwards.

• Every head of hair is different. How straight your hair goes, and how long it lasts, depend on its condition, its history and your aftercare.
• The times we give, such as 4–6 months for Keratin, are typical, not guaranteed.
• Before you pay, we tell you what we can promise for your hair. That promise is what our Happy Hair Guarantee covers.

• Our treatments are for clients aged 8 and over.
• Clients under 18 need written consent from a parent or guardian, who stays with them for the appointment.

• We may photograph your hair to plan and record your treatment. These photos stay private.
• We only share photos of you, on our website or social media, with your written consent. You can withdraw it at any time.

• Products, DIY kits (including the Keratin Treatment Starter Kit) and gift cards.
• Changes caused by bleach or henna after your treatment, or by colour or toner we didn't apply or agree to.
• A treatment wearing out over time, or a result different from the one we promised.

For the 30 days after your treatment, please:

1. use Terreamer shampoo and conditioner (our Pure Hydration or Deep Fortifying range);
2. don't bleach or henna your hair, and have any colour or toner done by us, or check with us first;
3. rinse your hair after the pool or the beach;
4. come in for a check-in if we ask.

If one of these wasn't possible, tell us anyway. We'll look at your hair and tell you honestly what we can do. Your rights under the ACL still apply.

1. Within 30 days of your treatment, text a photo of your hair to 0493 309 849 or email info@terreamer.com.au, with your name and treatment date.
2. We reply within 2 business days and book a time to see your hair.
3. If your hair isn't doing what we said it would, we treat it again at no cost, at a time that suits you.

The re-treatment and everything we use for it are free. Your only cost is getting to the salon. If you have other reasonable costs in making a claim, send us the receipts and we refund them.

TERRE A MER Pty Ltd trading as Terreamer, ABN 30 397 981 224

Shop 2, 456 St Kilda Rd, Melbourne VIC 3004 · 1300 824 685 · info@terreamer.com.au

The benefits of this guarantee are in addition to your other rights and remedies under the law.

• Your membership lasts 12 months from its start date: the day you order (card or Afterpay), the day your payment arrives (bank deposit), or the day you pay in the salon (cash).
• It doesn't renew automatically. If you'd like another year, you choose to join again.
• Treatments you haven't used by the end of your 12 months expire and have no cash value, so please book them in good time.

• We contact you within one business day of joining to book your first treatment.
• Book your membership treatments with us, subject to availability. We offer enough appointments for your year's treatments to fit within your 12 months.
• We plan the spacing between your treatments with you, so your hair gets the most from each one.

• Please give us at least 48 hours' notice to change an appointment.
• Each change with less than 48 hours' notice, and each missed appointment, costs $147, the same as a treatment deposit. The treatment itself stays in your membership.

• If you can't have treatments for medical reasons, pregnancy or breastfeeding, we pause your membership and add the paused time to your end date.
• You can pause once per membership, for up to 3 months, with a medical certificate.

• Within 7 days of joining: if you haven't had a treatment or received any products, we refund you, less the card fee we were charged on your payment.
• After that: we don't give refunds if you change your mind, move away or don't use your treatments. This doesn't affect your rights under the Australian Consumer Law.

• If we can't provide your treatments (for example, if the salon closes for good), or if there's a major problem with our service, you can cancel and we refund the unused value of your membership. You can also claim compensation for other reasonably foreseeable loss under the ACL.
• Unused value is your membership price times the share of your membership's value you haven't received. Each treatment counts at its single price, so a Fusion counts for more than a Premium Keratin or Plex Nanoplasty.
• Products we've already given you are yours to keep.

• If something serious happens, such as an illness that stops treatments for the rest of your year, or a move interstate, talk to us. We may offer a partial refund as a goodwill gesture.
• If we do, treatments you've had are charged at single-treatment prices, and products and the travel pack at their value. We refund the rest, less the card fee we were charged on your payment.
• This is our choice to offer, and separate from your rights in 4.7.

• Card: a free Deep Fortifying travel pack, given at your first visit.
• Bank deposit: your member discount goes up by 5% (to 15%, 20% or 25%).
• Cash in the salon: 5% off your membership price.
• Afterpay: available at checkout when your membership is within Afterpay's limits. No perk.
• Perks apply once your payment has arrived and hasn't been reversed. If your membership is refunded or the payment is reversed, perks and your member discount stop.
• For a cooling-off or goodwill refund, we deduct the value of any perks you've used. We never deduct them from a refund the ACL requires.

• 10%, 15% or 20%, depending on your membership, on full-price products and services, in the salon and online.
• It doesn't apply to bundles, sets, items already discounted, gift cards or another membership.
• Online: use your personal member code. It works with the email on your membership, and stops 12 months after your membership order.
• Your direct family (partner, children, parents and siblings) can use your discount in the salon when they book under your membership. Online, place the order with your own code and email.

• We don't change your membership price during your 12 months.
• If a treatment or product is discontinued, we replace it with one of equal or better value. The team member who looks after you may change.
• If we ever need to make another change that's worse for you, we tell you first, and you can cancel and get a refund of the unused value.

• If we have to close for a time, for example because of events outside our control, we add the closed time to your end date.
• If we can't provide your treatments at all, we refund the unused value.

We only end a membership for a serious reason, such as abuse of our team, fraud, or sharing a member code publicly. If we do, we refund the unused value.

• Results depend on your hair's condition, history and aftercare. How long a treatment lasts is typical, not guaranteed.
• If a treatment isn't safe for your hair, we swap it for one that suits you, pause your membership, or refund the unused value of that treatment.
• Every membership treatment is covered by our 30-Day Happy Hair Guarantee.

• A membership is personal to the member named on it. To buy one as a gift, contact us first. We set it up in their name and send the member code to them.
• Members under 18 need a parent or guardian to sign their consultation form.

• You agree to these membership terms when you tick the box before checkout. The version you agree to applies for your whole membership.
• We email you a summary with a link to that version.
• At your first visit we go through a short consultation form with you. It records what we've promised for your hair.

• We dispatch within 1–2 business days.
• Free delivery on orders of $100 or more. Under $100, delivery is $14.95.
• Delivery times come from the carrier and are estimates.

• We ship to selected countries, from $45. The countries and the cost are shown at checkout.
• Customs duties, taxes and import fees are paid by you. Please check that hair care products can be brought into your country.
• If customs holds or returns your order, we refund the products once they're back with us. Shipping costs aren't refunded.

• Choose free pick-up at checkout. Orders are usually ready within 24 hours, and we let you know. Please call ahead.
• Shop 2, 456 St Kilda Rd, Melbourne. Monday to Saturday 9am–6pm, Sunday 12:30pm–6pm.

• Please check your delivery address at checkout. If a parcel comes back to us because of an incorrect address, we resend it once you've paid the new postage.
• If your parcel arrives damaged or doesn't arrive, tell us as soon as you can, with photos if it's damaged. We send a replacement or refund you.
• Once your parcel is delivered to the address you gave us, or you've collected it, it's in your care.

• We don't give refunds or exchanges on products if you change your mind, so please choose carefully. Not sure which product suits your hair? Text us before you buy.
• You can cancel an order for free until it's dispatched or ready for pick-up (see 5.1).
• This doesn't affect your rights if a product is faulty, damaged, not as described or the wrong item.

• These products give the best result in trained hands. Follow the instructions, and always do a strand test first.
• Results depend on how they're applied and on your hair, so they aren't covered by our Happy Hair Guarantee. Your rights under the ACL still apply.

• Follow the directions on the label. If you have a sensitive scalp or skin, try a small area first.
• If a product irritates your scalp or skin, stop using it and contact us.
• Store products as the label says, away from heat and direct sun, and out of reach of children.
• Use our products within 12 months of buying them, unless the pack says otherwise. Once opened, also follow the open-jar symbol on the pack.

• Refunds go back to the way you paid, within 10 business days of us approving them.
• When a refund is because of a problem with our product or service, we refund in full, with no fees taken off.
• Afterpay and Zip refunds go back through the provider.
• Bank deposit and cash payments are refunded by bank transfer.

Deposits are covered in Treatments and bookings, treatment results in our Happy Hair Guarantee, and memberships in Memberships.