Client Policies

Last updated: 28 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

As a courtesy, I send appointment reminder emails before your appointment.
Reminders do not change the notice period. You remain responsible for keeping track of your appointment and for giving at least 24 hours' notice to cancel or reschedule, even if a reminder is delayed, missed or not received.
Your booking confirmation includes the exact studio address, and I’ll send it again the day before your appointment.
My studio is part of my home, so please keep its address private and avoid sharing it online, in reviews or with other potential clients. If you’d like to recommend me, please share my website or booking link instead. Thank you for respecting my privacy.
I am not responsible for personal calendar errors or missed reminders.

Cancellations and Rescheduling

If you request a date change at least 24 hours before your appointment, your $30 deposit can move once to a new agreed date, subject to availability. It stays paid towards your service; you do not pay another deposit for this transfer.
Notice is counted from when your request is received, not when I reply. Please contact me directly to arrange a change. All appointment times and notice periods use Brisbane time.
A transferred deposit must be used for the newly agreed appointment. If you need a further change, please contact me to discuss your circumstances.
Cancellations or rescheduling with less than 24 hours' notice, including the night before and the same day, may incur one fee of up to 70% of the agreed booked service price, including your deposit. There is no separate $30 late cancellation charge.
The agreed booked price includes the service, nail art and extras you accepted for that appointment. It does not include upgrades or extras you have not agreed to.
For example, for a $100 booking, the maximum cancellation fee is $70 in total. Your $30 deposit counts towards that fee, leaving up to $40 to pay.
If a late-cancellation or no-show fee applies, I may charge it to the card you paid your deposit with.
Any cancellation or no-show fee will reflect my reasonable loss. I will reduce it where costs are saved or another client fills the appointment. If your deposit exceeds the applicable fee, I will refund the difference.
If your deposit is applied to a cancellation fee, a new booking requires its own $30 deposit, credited towards that new service. This is separate from the one timely deposit transfer above.
Please settle any applicable outstanding cancellation fee before making a new booking. If you are unwell or unable to attend, contact me as soon as possible.
These terms do not limit any refund or other rights you have under Australian Consumer Law.

No Shows

If you do not attend your appointment and do not contact me, the appointment will be treated as a no show.
A no show is subject to the same single cancellation fee of up to 70% of the agreed booked price, including your deposit, and the reasonable-loss reduction 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 wait in your car. I’ll come out at your booked time, or sooner if I’m ready.
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 and the service cannot proceed, your appointment may be treated as a no show under the cancellation terms above. The cancellation fee replaces the late-arrival fee; any late fee already paid counts towards it.
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 and the service cannot proceed, I will assess any applicable fee under the cancellation terms above, including the deposit credit and reasonable-loss reduction.
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

A full consultation is due at your first booking and every 12 months. Please tell me before your appointment if any relevant information changes in between.
Before booking, please disclose any known allergies, sensitivities or previous reactions to nail products, gel, builder gel, acrylics, nail glue, removers or other products used on your hands. Tell me about relevant nail or skin conditions, wounds or damage, and update me if anything changes before your visit.
Please answer the consultation questions honestly and as completely as you can. If you have had a reaction to nail products, provide the details and contact me before booking. I need to review your request before confirming a service; a form or policy acknowledgement does not establish that treatment is safe.
Nail products can cause irritation or an allergic reaction, even after previous use without a problem. I cannot guarantee that a reaction will not occur.
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 pause, postpone or decline a service if it may be unsafe.
I am not a medical practitioner and cannot diagnose an allergy or nail or skin condition. If you have had a suspected reaction or are unsure about a condition, seek advice from a qualified healthcare professional before further nail-product use. Medical advice does not require me to provide a service I cannot safely perform.
Tell me immediately if you experience burning, itching, swelling, redness or other discomfort during the service so I can stop and assess the situation. If symptoms develop afterwards, seek medical advice promptly and let me know.
Please contact me to reschedule if you are unwell or have symptoms of a contagious illness. Do not attend while unwell simply to avoid a cancellation fee.
Disclosing a health concern does not automatically attract a cancellation fee. If you tell me about a health concern when you book and I decide the service is not suitable, I will refund your deposit in full. If a service cannot proceed, I will discuss the next steps and assess any cancellation, deposit or refund under the cancellation terms and your legal rights. The same applies if relevant information was not disclosed before the appointment.
I remain responsible for providing services with due care and skill. Your acknowledgement of these risks does not waive your rights or remedies under Australian Consumer Law or any other rights that cannot legally be excluded.

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, please wait in your car. I’ll come out to meet you at your booked time.

Payment and Additional Charges

Payment

Your $30 deposit is paid online when you book.
The remaining balance is paid by card at your appointment.
Please be ready to pay before leaving the studio.
Any additional amount that becomes payable, including an assessed cancellation balance or an agreed extra, is also paid by card. A late-cancellation or no-show fee may be charged to the card you paid your deposit with.
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

Photos are optional. At your appointment, I’ll ask before photographing your finished hands and nails and explain whether I’d like to share them on this website, Instagram or both.
You can agree to a photo without agreeing to it being shared. I’ll record your choice and only use photos in the ways you agree to.
I’ll leave out your face, name, tags and identifying details, such as distinctive tattoos, unless you give specific permission for their inclusion and use.
You can decline before or during your visit without affecting your service. I’ll honour any refusal you’ve already given. Contact me if you want to change your choice or request removal of a photo I’ve shared.

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.

Agreeing to these booking policies or making a payment does not give permission to take or share 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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