Terms
Last updated 16 October 2026
These are the rules for using Hair Done, for people who book and for the pros who do the work. We've kept them as plain as we can. Please read them before you book or take a booking.
1. Who we are
Hair Done is run by Keith Chinyanda, ABN 45 281 131 814, of Melbourne, Victoria ("Hair Done", "we", "us"). You can reach us at hello@hairdonenailsdone.app or through Help in the app.
By making an account or using the app, you agree to these terms and to our privacy policy. If you don't agree, please don't use Hair Done.
2. What Hair Done is
Hair Done is a marketplace. It connects people who want hair, nails, makeup, lashes or brows done at home ("clients") with independent professionals who come to them ("pros").
Pros run their own businesses. They set their own services, prices, travel area and hours, and they do the work. Hair Done doesn't employ pros and doesn't provide beauty services itself. When you book, your agreement for the service is with the pro. We provide the app, take payment on the pro's behalf, check pros before they're listed, and help when something goes wrong.
3. Your account
- You need to be 18 or over to use Hair Done.
- Give us true details, and keep them up to date. One account per person.
- You sign in with Apple, a code sent to your email, or a code sent to your mobile. Keep access to those safe. You're responsible for what happens on your account.
- You can delete your account from the app at any time (You, then Delete account), once you have no booking still in progress.
4. Booking and paying (clients)
Prices
Each pro sets her own prices and one travel fee, shown on her profile before you book. We add a $3 booking fee to each booking. You'll see every line, and the total, before you pay.
The hold
When you book, we place a hold on your card for the total. Nothing is charged yet. If the booking is more than six days away, we save your card and place the hold six days before.
When you're charged
When the pro marks the job done, you can pay in the app straight away, and add a tip if you like. If you don't, we charge your card 12 hours after she marks it done. If something's wrong, tap "Something wrong?" on the booking before then and we'll hold off the charge while we look.
Tips
Tips are optional and go to the pro in full. We take nothing from them.
Requests and instant book
Some pros confirm bookings straight away. Others get a request and have two hours to say yes. If she doesn't answer in time, or says no, the hold is released and you're not charged.
Moving a booking
You can move a booking to another time she's free, from the booking, if it's 24 hours or more away. Inside 24 hours, message her to sort it out, or cancel under the rules below.
Payment processing
Payments are processed by Stripe. Hair Done never sees or stores your full card number.
5. Cancelling
| What happens | You pay |
|---|---|
| You cancel a request before she's confirmed | Nothing |
| You cancel 24 hours or more before the start | Nothing |
| You cancel less than 24 hours before the start, or while she's on her way | Half her price |
| You cancel after she's arrived, or you're not there (no-show) | Her full price + $3 |
| She cancels, at any time | Nothing |
"Her price" means her services plus her travel fee. The app always shows the exact amount before you confirm a cancellation.
A pro can mark a no-show only after she's at your address, has messaged you in the app, and has waited 15 minutes past the later of the start time and the time she arrived. If you think a no-show was marked wrongly, tell us through Help within 12 hours.
6. When something goes wrong
If the work isn't what was booked, or something happened that shouldn't have, tap "Something wrong?" on the booking or contact us through Help. We'll look at the booking, the messages and anything you send us, talk to both of you, and decide what's fair. That can include a full or part refund.
Nothing in these terms takes away your rights under the Australian Consumer Law. Services come with guarantees that they'll be provided with due care and skill, and that they'll be fit for the purpose you made known. Where the law lets us limit our liability, we do so in section 11.
7. Reviews
You can review a pro after a booking has been paid, within 14 days. Reviews show your first name. Be honest and fair: no abuse, no personal details, nothing untrue. A pro can reply once. We may remove a review that breaks these rules, but we don't remove reviews just because they're negative.
8. Being decent to each other
- Treat each other with respect. No harassment, discrimination, threats or unsafe behaviour.
- Keep messages about the booking. Don't share someone's address, number or photos outside the app.
- Don't use Hair Done to arrange bookings that are then paid outside the app. It takes away the protection both of you get from booking through us.
- Don't post anything you don't have the right to, or anything illegal, misleading or explicit.
- You can report or block anyone from their profile, a booking or a chat. Blocking hides you from each other. If you ever feel unsafe, leave and call 000.
9. For pros
Your business
You're an independent business, not our employee or contractor. You decide whether to accept a booking, how you do the work and what you charge. You're responsible for your own tax, GST if you're registered, licences, insurance and the products you use. You need an active ABN.
Getting listed
Clients only see you once you've finished setting up, sent us your photo ID and a selfie, set up payouts, and we've checked your details. We may ask for more, and we can decide not to list you.
Our fee
Our fee is 12% of what you charge for a booking: your services plus your travel fee. Clients pay a separate $3 booking fee to us. Tips are yours in full, with no fee. For a late cancellation, our fee is 12% of what the client is charged.
Payouts
Payouts go to your bank through Stripe. Payment processing services for pros on Hair Done are provided by Stripe and are subject to the Stripe Connected Account Agreement, which includes the Stripe Services Agreement. By setting up payouts, you agree to those terms, and you agree that we can share information about you and your transactions with Stripe. When a payout lands depends on Stripe and your bank.
Requests and cancelling
Answer requests within two hours, or they lapse. If you cancel a confirmed booking, the client isn't charged and you aren't paid. Late answers and cancellations count against your reliability, which isn't public. If it drops too low, instant book turns off, and below that we may stop showing you until we've talked.
Your photos and profile
Only post photos of your own work, with the client's permission if they're in it. You keep ownership of everything you post. You give us a free licence to show it in the app and to use it to promote Hair Done, for as long as it's on your profile.
Closing your pro profile
You can pause bookings, or close your pro profile, from Pro mode at any time once you have no job in progress. Money already on its way still lands.
10. Our part
We work hard to keep Hair Done running and safe, but we can't promise the app will always be available or free of errors. We check pros before they're listed, but we don't supervise their work and can't guarantee the outcome of any service.
We can suspend or close an account that breaks these terms, puts anyone at risk, or is used for fraud. Where it's fair to, we'll tell you why first and give you a chance to respond.
11. Liability
To the extent the law allows, and except for your rights under the Australian Consumer Law:
- Hair Done isn't liable for the services a pro provides, or for anything a client or pro does or doesn't do.
- We're not liable for indirect or consequential loss.
- Our total liability to you for anything to do with Hair Done is limited to the fees you've paid us (or, for a pro, the fees we've taken from you) in the 12 months before the claim.
Where the Australian Consumer Law applies and we can limit our liability for a failure to meet a consumer guarantee, our liability is limited to supplying the service again or paying for it to be supplied again.
12. Changes
We may update these terms as Hair Done changes. If a change matters, we'll tell you in the app or by email before it takes effect. If you keep using Hair Done after that, the new terms apply.
13. The law that applies
These terms are governed by the law of Victoria, Australia. Any dispute goes to the courts of Victoria. Before going there, please talk to us first. Most things can be sorted out with a message.