Client Policies

Last updated: 5 September 2026

Please read these policies carefully before booking. By paying the required deposit and confirming an appointment, you confirm that you have read, understood, and agreed to these policies.

Booking and Attendance

Bookings and Deposits

Except where these policies state otherwise, a nonrefundable deposit of $30 is required to secure your appointment.
Your appointment is not confirmed until the deposit has been received.
The deposit will be deducted from the final cost of your service.
When booking, please provide your full name, phone number, requested service, preferred appointment time, and any design inspiration.
All booking and contact information must be complete and genuine.
Bookings made through social media must come from an account with a genuine name, profile picture, or another clear indication that it belongs to a real person. I may decline bookings from false, blank, or suspicious accounts.

Appointment Confirmation and Private Address

An appointment reminder will be sent three days before your scheduled appointment.
This reminder provides time to cancel or reschedule within the required notice period.
The exact studio address will be sent the day before your appointment.
Please do not share the studio address. Polished by Esther operates from a private home-based studio.
You remain responsible for keeping track of your appointment. Reminder messages are provided as a courtesy. I am not responsible for personal calendar errors or missed reminders.

Cancellations and Rescheduling

If you provide at least 24 hours' notice, your deposit may be transferred to one new appointment.
A transferred deposit must be used for the newly agreed appointment. It cannot be transferred more than once.
If you cancel or reschedule with less than 24 hours' notice, your deposit will be forfeited.
For a same day cancellation, I will keep your $30 deposit and charge 70% of the booked service price remaining after that deposit is deducted. There is no separate $30 late cancellation fee.
For example, for a $100 service with a $30 deposit already paid, the remaining price is $70. The additional cancellation charge is $49, making the total cancellation cost $79 including your deposit.
If your deposit has been forfeited, a new $30 deposit is required to secure another appointment. This goes towards the new service.
You cannot make another booking until all outstanding cancellation fees have been paid.
If you are unwell or unable to attend, you must still contact me and follow this cancellation policy.
The total amount I retain or charge for a cancellation or no show will reflect my reasonable loss. I will reduce it where costs are saved or another client fills the appointment.

No Shows

If you do not attend your appointment and do not contact me, the appointment will be treated as a no show.
For a no show, I will keep your $30 deposit and charge 70% of the booked service price remaining after that deposit is deducted, using the same calculation and reasonable loss adjustment described above.
You cannot rebook until the outstanding balance and a new deposit have been paid.
After two no shows, I will not accept future bookings.
I may refuse future bookings following repeated cancellations, late arrivals, unpaid fees, or other breaches of these policies.

Arrival and Late Appointments

Please arrive on time. Do not arrive early, as I may still be with another client or preparing the studio.
If you arrive early, please remain in your car and message me. I may be able to see you sooner, but this is not guaranteed.
Do not enter the property until I confirm that I am ready for you.
If you are running late, please tell me as soon as possible.
A grace period of ten minutes is allowed.
Arrivals more than ten minutes late will incur a $15 late fee.
If you arrive more than 20 minutes late, your appointment may be cancelled, your deposit may be forfeited, and the appointment may be treated as a no show.
If I can still accommodate a late appointment, the service or design may need to be simplified to fit the remaining time.
Repeated late arrivals may result in future bookings being refused.

Before Your Appointment

Nail Work Applied by Another Technician

I do not remove, repair, infill, or work over nails applied by another nail technician.
Please arrive with clean, bare nails or with a set previously applied by Polished by Esther.
I cannot perform the service if another technician's product remains on your nails. Please arrange to have it removed elsewhere before your appointment.
If you attend with another technician's work still on your nails, your appointment may be cancelled, your deposit may be forfeited, and you will be charged 70% of the booked service price.
Full quality and longevity can only be supported when I work on clean, healthy nails or my own previous work.

Nail Health, Allergies, and Safety

Please tell me before your appointment about any nail conditions, allergies, sensitivities, skin conditions, open wounds, damaged nail beds, or previous reactions to nail products.
Nail products may contain ingredients that cause irritation or an allergic reaction, even if you have used similar products before.
For health and safety reasons, I cannot work on nails showing signs of infection, fungus, a contagious condition, open wounds, or severe damage.
I may refuse or stop a service if a condition could place either of us at risk.
If a relevant condition was not disclosed before the appointment, your deposit may be forfeited and you will be charged 70% of the booked service price.
I cannot diagnose nail or skin conditions. If you are unsure about a condition, seek advice from a qualified healthcare professional before booking.
Tell me immediately if you experience burning, itching, swelling, redness, or discomfort during the service.
Please reschedule if you are unwell or experiencing symptoms of a contagious illness, including coughing, sneezing, fever, or cold or flu like symptoms.
A client displaying visible signs of contagious illness may be refused service on arrival and charged 70% of the booked service price.

Design Inspiration and Appointment Timing

Send your design inspiration before the appointment so I can confirm whether the design is achievable and reserve enough time.
Clearly communicate your preferred length, shape, colour, and design before and during the appointment.
Appointment times vary according to your natural nails, selected service, length, and design.
If you must leave by a particular time, tell me beforehand. Your design may need to be simplified.

Home Studio Conduct

Polished by Esther is a private home-based studio located upstairs.
Please respect my home, household members, privacy, neighbours, furniture, equipment, and personal areas.
Remain within the studio and designated bathroom areas unless directed otherwise.
A shared household bathroom is available upstairs. Please leave it clean and tidy after use.
Aggressive, threatening, disrespectful, or inappropriate behaviour will result in the service being stopped immediately. Future bookings may also be refused.
Do not bring additional guests, children, or pets unless I have given permission before the appointment.

Parking and Entry

Visitor parking is available in the designated visitor spaces outside the pool area.
Do not park in spaces allocated to residents, across driveways, or in restricted areas.
After parking, remain in your car and message me. I will tell you when I am ready for you to enter.

Payment and Additional Charges

Payment

Cash is the preferred payment method.
The remaining balance must be paid in full at the end of your appointment.
Please have your payment ready before leaving the studio.
Exact cash is appreciated, as change may not always be available.
Cancellation, late arrival, and no show fees must be paid before another appointment can be booked.

After Hours and Other Surcharges

Appointments scheduled to run past 6:00 pm or booked outside my standard operating hours may incur a $20 after hours fee.
Urgent or squeeze in appointments may incur a $20 surcharge.
I will explain any applicable surcharge before confirming the appointment.

Public Holiday Appointments

Public holiday appointments are not part of my standard availability.
I may choose to offer limited public holiday appointments or consider an appointment by special request. All requests are subject to availability and my approval.
If I accept a public holiday appointment, a 20% surcharge will apply to the complete service price, including any nail art additions. The final price will be provided before the appointment is confirmed.
Your $30 deposit will be credited towards the final appointment total.
The public holiday surcharge replaces the standard after hours surcharge. These surcharges will not be combined.

Results, Repairs, and Aftercare

Design Approval and Client Satisfaction

Please speak up during the appointment if you would like something adjusted.
Raise concerns about the shape, length, colour, or design during the appointment so I have an opportunity to make adjustments.
I will also check in with you during the service to make sure you are happy with the result.
Once the service has been completed and approved, a change of mind may require a separate paid appointment.

Refunds and Repairs

Refunds are not provided for a change of mind, dissatisfaction with a design approved during the appointment, or damage caused by improper aftercare.
Nothing in these policies excludes any rights or remedies available under the Australian Consumer Law.
The repair policy applies only to services completed by Polished by Esther.
If work completed by Polished by Esther lifts, breaks, or shows product damage within three days of your appointment, send me a clear photograph as soon as possible.
Qualifying repairs reported within three days will be completed free of charge.
Complimentary repairs do not cover damage caused by picking, biting, accidental impact, misuse, improper aftercare, or using your nails as tools.
Repairs requested after the three day period may incur a repair fee.
Once you leave the studio, Polished by Esther is not responsible for damage caused by improper care, biting, picking, peeling, accidental impact, or misuse.

Aftercare Responsibilities

Apply cuticle oil daily to keep your nails and surrounding skin hydrated.
Wear protective gloves when cleaning, washing dishes, gardening, or handling chemicals.
Do not use your nails as tools to open, scrape, pull, or pry objects.
Do not pick, bite, peel, or pull off nail enhancements. Doing so can damage your natural nails.
Avoid prolonged exposure to water, harsh chemicals, and excessive heat.
Avoid sudden temperature changes, including very hot water or direct heat from hairdryers.
Never attempt to glue down lifting product.
If you notice lifting, cracking, discomfort, redness, swelling, or irritation in work completed by Polished by Esther, contact me promptly so I can assess it and advise the next step.
Book maintenance for work completed by Polished by Esther every two to three weeks, depending on your nail growth and service.
Polished by Esther is not responsible for lifting, breakage, or damage caused by neglect, improper aftercare, or failure to maintain the nails.

Photography, Privacy, and Safety

Photography and Social Media

I may photograph your finished hands and nails and share anonymous photos on this website and Instagram.
I will keep your face, name and tags out of nail photos. If another detail could identify you, such as a distinctive tattoo, I will leave it out or ask for your explicit permission before taking or sharing the photo.
I will explain the photo choices when you book and remind you before taking photos. You can decline when booking or at any time during your appointment.
If you say no, I will not take or share photos of your nails. Your choice will not affect your appointment or the service you receive.

Studio Security Cameras

Security cameras operate inside the studio room for safety, security, and incident documentation.
Cameras are not located inside the bathroom, bedroom, or any area where a person would reasonably expect complete privacy.
Security footage is private and separate from social media content.
Security footage will not be posted online.
Footage will only be accessed when reasonably required for safety, security, or an incident related purpose.

Privacy and Personal Information

Personal information collected during booking will only be used for appointment management, communication, payment administration, safety, and service delivery.
Your name, phone number, address, and other personal details will not be posted publicly or shared unnecessarily.
Booking information, client photographs, and security footage will be handled respectfully and kept as secure as reasonably possible.

If I Need to Change Your Appointment

Unexpected Circumstances

I may need to reschedule or cancel an appointment because of illness, an emergency, a power outage, or another circumstance outside my reasonable control.
If I cancel your appointment, your deposit will be transferred to a suitable new date.
If rescheduling is not possible, your deposit will be refunded.

Final Agreement

By booking an appointment with Polished by Esther and paying the required deposit, you confirm that you have read, understood, and agreed to these policies.

Photography is optional. Agreeing to these booking policies or paying a deposit does not take away your choice to decline photos.

These policies may be updated when necessary. The version provided to you or displayed when you book will apply to your appointment.

If you are unable to respect these policies, please do not book an appointment.

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