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A great hair experience is built on clarity and trust - on both sides. These policies exist to protect your time, your results, and the experience of every guest who walks through our door. We appreciate you taking a moment to read through them.
Booking Guarantee
A 30% deposit is required as a booking guarantee for all new clients, online bookings, and sessions longer than 2 hours. This secures your appointment and ensures your time is protected - no one else can take it once it's confirmed.
Deposits
Your deposit is applied toward the cost of your service. In the event of a late cancellation or no-show, deposits are non-refundable - this reflects the time your stylist has set aside specifically for you.
Cancellations & No-Shows
We understand that life doesn't always go to plan. If something comes up, we ask for at least 24 hours' notice - this gives us the opportunity to offer your time to another guest who may be waiting.
Cancellations within 24 hours incur a fee of 50% of the service value. Failure to arrive without notice is charged at 100%. Fees are deducted from your card on file or invoiced directly via payment link. Unpaid fees will need to be settled before future bookings can be confirmed.
If you're unwell, please reschedule. We'd much rather see you when you're feeling well.
Late Arrivals
Our stylists run on a considered schedule, and a late start has a flow-on effect for every guest that follows. If you arrive late, your original booking time will be charged - not the portion of the service we were able to complete in the remaining window. If we're unable to deliver your full service, you may need to reschedule and a fee of up to 50% may apply.
Pricing
Pricing at Common Thread reflects each stylist's experience and demand. Our rates are reviewed on 1 April and 1 September each year to ensure we remain aligned with supplier and operational costs.
We're unable to provide quotes without seeing your hair in person. Every head of hair is different, as are the needs of each guest - your service is tailored specifically to you. Additional product charges may apply for colour or keratin services requiring product beyond the base mix.
Afterpay
Afterpay is available in-studio, allowing you to spread the cost across four interest-free instalments. Please note this is not available for online bookings.
For significant changes, a consultation is required before your appointment is confirmed. The time and expertise involved in a thorough assessment is something we value - and charge for accordingly. Should you go ahead with a booking, your consultation fee is carried forward and applied as part of your 30% deposit.
Complimentary Fringe Trims & Neck Tidies
We offer one complimentary fringe trim or neck tidy within six weeks of your last full appointment. Booking is essential - pop online to secure your time.
Open Stylist Policy
Common Thread is a team studio. Every member of our team holds themselves to the same standard, and you're welcome to book with any stylist. If you'd like a fresh perspective or want to try someone new, just let us know - we're always happy to find the right fit for you.
Children in the Studio
We want your time here to feel like a proper reset. Our studio is an active environment with hot tools, sharp instruments, and chemicals in use throughout the day - and keeping little ones safe in that space is something we take seriously. We kindly ask that children only attend if they're receiving a service, or if they're old enough to sit mindfully and independently in our waiting area. We appreciate your understanding.
Pre-Appointment
Arriving with hair washed within the last 24–48 hours and fully dry makes a genuine difference to the quality of your service. Wet or damp hair affects how we assess and work with your hair - a quick wash and dry beforehand sets your appointment up for the best possible result.
Hygiene
Every tool is cleaned and sanitised between guests, and your workstation is reset with environmentally friendly products after each appointment. You can expect a fresh, considered space every time you visit.
Photography & Social Media
Showcasing our day-to-day work on social media is just as important to us as a personal referral - it's a significant part of how we introduce Common Thread to guests beyond Pukekohe. We may photograph or film during your appointment for use on our website and social channels. We'll always ask before sharing anything that features you, though on content shoot days, photography is part of the studio environment. If you'd prefer not to be included, simply let us know at the start of your appointment and we'll make sure that's respected.
Chemical Services
All chemical services - including lightening, darkening, colour correction, and keratin treatments - carry inherent risk. Previous colour applications remain in your hair until they're physically cut away, and factors like mineral deposits, medications, and your hair's individual condition all influence how your hair responds. We'll always give you an honest picture before we begin, so you can make an informed decision together with your stylist.
Revisits & Adjustments
Your satisfaction is something we take personally. If something doesn't feel right, please reach out within seven days - we genuinely want the opportunity to make it right. Whether that means coming back to your original stylist or working with another member of our team, we'll find a way to ensure you leave feeling great about your hair. Open, honest communication within that window is all we ask.
Change of Mind
Sometimes a look that felt right in the moment doesn't feel right once you're home - and that's okay. If you'd like to change direction after your service is complete, we're happy to help you get there. This will be charged as a new service, as the time and skill that went into your original look cannot be recouped.
Returns
Retail products may be returned within two weeks of purchase for an exchange, provided they are unused and in original condition. If something isn't working for your hair, come in and talk to us - we'd rather find you something that does.
Sustainable Salons NZ
We're proud members of the Sustainable Salons NZ programme. A $3 contribution is added to every appointment, ensuring that the waste generated by your service - including your hair - is repurposed rather than sent to landfill. It's a small addition with a meaningful impact, and one we're grateful to share with you.
Any questions about our policies? We're always happy to talk things through - reach us at hello@commonthread.co.nz
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