Terms & Conditions

1. Operator and contact

This website and the services described on it are operated by Whitevelour Works Pty Ltd, located at 47 Chapel Street, Prahran VIC 3181, Australia.

2. Acceptance and eligibility

By accessing or using the website, submitting an enquiry, requesting an appointment or purchasing a service or product, you agree to these terms to the extent permitted by law. If you do not agree, do not use the relevant website function or service.

You must be legally capable of entering a contract. A parent or legal guardian must authorise services for a minor and may be required to attend, provide consent and disclose relevant safety information. We may apply age restrictions to particular treatments or products.

3. Website information

The website provides general information about Whitevelour Works, our approach and services. Content is not medical advice, diagnosis or a guarantee that a treatment is suitable for a particular person. Images, descriptions, estimated durations, availability and expected outcomes are illustrative and may vary.

We take reasonable care with website content but may correct errors, update details or withdraw content without notice. Current appointment, price and service information should be confirmed directly with our team before relying on it.

4. Enquiries and appointments

An enquiry or appointment request is not accepted until confirmed by us. We may request information necessary to assess availability, identity, service suitability or safety. Appointment times are subject to staff availability, consultation results, operational requirements and events outside our reasonable control.

You are responsible for providing accurate contact, health, allergy, medication, pregnancy, prior-treatment and sensitivity information relevant to the requested service. You must update us if circumstances change before or during a service.

5. Consultations and service suitability

Some services require a consultation, patch test, waiting period, professional referral or additional consent. We may decline, postpone, modify or stop a service where we reasonably believe it is unsuitable, unsafe, unlawful, outside our scope, inconsistent with manufacturer instructions or not in the client’s best interests.

A consultation does not guarantee that a requested treatment will proceed. Where appropriate, we may recommend an alternative service, aftercare plan or consultation with a medical professional.

6. Prices, deposits and payment

Prices are stated in Australian dollars unless indicated otherwise. A quote may depend on service complexity, product quantity, hair length or condition, treatment area, time required and consultation outcomes. We will seek approval before adding material charges that were not reasonably included in an agreed quote.

We may require a deposit or prepayment to secure an appointment. Payment is due at the time stated in the booking confirmation or, if no time is stated, when the service or product is supplied. Available payment methods may change. You are responsible for charges imposed by your bank or payment provider.

7. Cancellations, rescheduling and lateness

Appointment-specific cancellation, rescheduling, deposit and no-show conditions will be communicated during booking and form part of these terms. Reasonable notice helps us offer the time to another client. Late arrival may require a shortened, modified or rescheduled service, and the original price or deposit condition may still apply where permitted.

We may reschedule or cancel due to illness, safety concerns, equipment failure, severe weather, emergencies or other operational circumstances. Where we cancel and cannot offer a suitable alternative, any amount paid for the affected service will be addressed in accordance with applicable consumer law and the booking terms.

8. Results, risks and aftercare

Beauty, hair, skin and wellness outcomes vary between individuals. Factors such as health, prior treatments, skin or hair condition, lifestyle, homecare, natural variation and compliance with instructions may affect results and duration. No specific aesthetic or therapeutic result is guaranteed unless an express written guarantee is lawful and provided.

You must follow reasonable preparation and aftercare instructions and promptly report unexpected reactions or concerns. Seek urgent medical assistance where symptoms are severe or potentially life-threatening. Failure to disclose relevant information or follow instructions may increase risk and may affect any available remedy, subject always to non-excludable consumer rights.

9. Products and gift arrangements

Product descriptions are general and packaging or formulations may change. Read labels, ingredient information and instructions before use and stop using a product if an adverse reaction occurs. Gift cards, packages, memberships or promotional offers may have additional written conditions concerning validity, transfer, inclusions, exclusions and redemption. Those conditions apply together with these terms and mandatory consumer protections.

10. Australian Consumer Law

Nothing in these terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law or other applicable legislation. Services must be provided with due care and skill, be reasonably fit for an agreed purpose and be supplied within a reasonable time where no time is fixed. Goods carry applicable non-excludable guarantees.

Any limitation or exclusion in these terms applies only to the maximum extent permitted by law and must be read subject to those mandatory rights.

11. Acceptable website use

You must not misuse the website, attempt unauthorised access, introduce malicious code, interfere with availability, scrape or reproduce content unlawfully, impersonate another person, submit false or abusive material, infringe intellectual-property or privacy rights, or use the website for unlawful, fraudulent or harmful purposes.

We may restrict access, preserve evidence and report conduct where reasonably necessary to protect users, systems, rights or legal obligations.

12. Intellectual property

Unless otherwise stated, the website design, text, graphics, branding, photographs, service descriptions and other original materials are owned by or licensed to Whitevelour Works and are protected by intellectual-property law. You may view and make a limited personal copy for lawful, non-commercial use. No ownership is transferred.

You must not publish, sell, adapt, distribute, remove notices from, create misleading associations with or commercially exploit protected material without prior written permission or another lawful basis.

13. Communications and submitted content

You must ensure information submitted through forms or communications is accurate, lawful and does not infringe another person’s rights. You grant us permission to use submitted content only as reasonably necessary to respond, provide services, keep records, protect rights and comply with law.

Email and internet communications may not be completely secure or immediate. Do not send unnecessary highly sensitive information through a general website form.

14. Third-party services

Where we refer to or use an independent payment, booking, delivery or professional service, that provider may apply its own terms and privacy practices. We are not responsible for an independent provider’s acts or systems except to the extent responsibility cannot lawfully be excluded or where the provider acts as our agent.

15. Liability

To the extent permitted by law, we are not liable for indirect, incidental, special or consequential loss arising solely from website use, inability to access the website, reliance on general informational content, or conduct outside our reasonable control. This does not limit liability for fraud, wilful misconduct, personal injury caused by negligence, breach of non-excludable consumer guarantees or any liability that cannot legally be limited.

You are responsible for taking reasonable steps to protect your device, maintain backups and assess whether general website information is appropriate for your circumstances.

16. Force majeure

Neither party is responsible for delay or failure caused by events beyond reasonable control, such as natural disasters, public-health emergencies, utility or network failure, government action, industrial disruption, supply interruption or serious staff unavailability. The affected party should take reasonable steps to reduce the impact and resume performance when practicable.

17. Privacy

Personal information is handled as described in our Privacy Policy and Cookie Policy. Those policies are incorporated by reference for informational purposes but do not reduce rights provided by privacy or consumer law.

18. Governing law and disputes

These terms are governed by the laws of Victoria, Australia, and applicable Commonwealth laws. Courts and tribunals with jurisdiction in Victoria may hear disputes, subject to any mandatory right to bring a claim elsewhere. Before commencing formal proceedings, the parties should attempt in good faith to resolve the issue through direct communication, except where urgent relief is required.

19. Changes and severability

We may update these terms to reflect service, operational or legal changes. The version published when you use the website applies to that use, while separately agreed booking terms apply to the relevant appointment. If a provision is invalid or unenforceable, it is severed or read down to the minimum necessary and the remaining provisions continue.