Clinic Etiquette

Booking Policy

Our Booking Policy was introduced due to the increase in clients who were failing to show up to appointments or who were cancelling their appointments last minute. This policy helps to reduce the huge impact no shows or last-minute cancellations have on our service business.

Please know that our Booking Policy has no negative impact on anyone who attends their appointments or gives notice to reschedule or cancel. We operate from scheduled appointment books, with limited appointment times.

We take our clients allocated appointment times very seriously and we always aim to deliver exceptional service. Our Booking Policy ensures our clients have the maximum opportunity to secure the appointment times that they would like.

Our booking policy is not a punishment, it simply covers the costs associated with that appointment. 

Making an Appointment

In order to secure bookings, we require a Client Name, Address, Email, Contact Number and Credit/Debit Card details. All bookings must have a credit card secured against it. We do not put any service charges onto this card unless our Booking Policy is breached.

Confirming an Appointment

We send out an email on the day appointments are made with details of the booking and our Booking Policy. The Booking Policy is also available on our website.

We send out Confirmation SMS messages 48 hours in advance of appointments. Guests can confirm appointments by responding with Y to automatically confirm the booking with the salon. We will also attempt to call clients who have not confirmed. If we are unable to reach a client within 24 hours to confirm the booking this will result in the appointment being forfeited.

If a client makes a booking less than 48 hours prior to their appointment time it is taken as a confirmed booking and no text reminder SMS will be sent. The email with booking details is still sent out with details of our Booking Policy.

Cancellations and No Shows

Any confirmed appointments that are cancelled or rescheduled with less than 24 hours’ notice of the appointment time will be charged a 50% cancellation fee, charged to the card on file. 

Any clients who fail to attend their confirmed appointment will incur the full service cost as a No Show fee, charged to the card on file.

Please note: a verification charge of $0-$2 to ensure the validity of the card may be charged. This is credited back to the client’s account after verification.


We will refund, exchange or offer store credit if a product sold is damaged or faulty.

However, we will not refund due to change of mind.

Public Holidays/Surcharges

Due to the increased costs to operate the salon on a public holidays or Sunday. These days incur a 20% surcharge on all appointments.

Gift Vouchers

Gift vouchers can be purchased in salon or online and are valid for 3 years. Gift vouchers must be presented at time of redemption, they are not transferable for cash, and cannot be re-issued if lost or stolen. Please allow 24 hours’ notice if you wish to reschedule or cancel an appointment or the value of your treatment will be redeemed from your voucher, as per our Booking Policy.

Katrinas Club Card

We offer a Katrinas Club Card for $99 which is valid for 2 years and entitles you to 10% off treatments and products, excluding promotional offers, series and gift vouchers.