You can book with us online, by phone or in the shop.

Bookings. You can book online up to 30 days ahead. We send a confirmation email and reminders about 24 hours and 2 hours before your appointment. You can reschedule or cancel from your account, subject to the rules below.

Customers under 18. Customers aged 13 or older can have their own account and book barbershop services. Bookings for children under 13 must be made by a parent or guardian. Tattoos are only for clients aged 18 or older (see section 2).

Running late. If you are late, your barber decides whether there is still time to do the service. If there is not, the appointment is treated as a no-show.

Cancelling a barbershop appointment.

• At least 2 hours before: free. If you paid online, the full amount goes back to the card you paid with. If you used a package credit, you keep it.
• Less than 2 hours before, or not turning up (no-show): if you paid online, the amount paid is not refunded. If you used a package credit, that credit is used up.
• If you pay in the shop, there is no charge for a late cancellation or no-show. After 3 no-shows, future online bookings must be paid in advance. This requirement ends after you attend prepaid appointments.

Nothing in these terms limits your rights under the Australian Consumer Law.

Deposit. A deposit of $100 per person secures your tattoo appointment. We send you a payment link, and the booking is confirmed once the payment is received. The deposit comes off the price of your tattoo on the day.

Changing the date. You can move your deposit to a new date up to 2 times, with at least 48 hours' notice each time. A change with less than 48 hours' notice cannot be made, and a third change means the deposit is forfeited.

Running late. Please arrive on time. If you are more than 15 minutes late, the artist may not be able to start, and may keep the deposit.

Cancelling. To cancel, contact the studio. If we cancel your booking at your request at least 48 hours before the appointment, we refund the deposit in full, the way you paid it (online payments go back to your card; deposits paid in the studio are given back in cash, on the card or by bank transfer, as you paid). With less than 48 hours' notice, if you do not turn up, or on a third date change, the deposit is kept.

Age and consent. You must be 18 or older to be tattooed, and you may be asked for photo ID. Before the tattoo you fill in our consent form, including health questions, and sign it. We may refuse or postpone a tattoo if it is not safe to go ahead.

Price. Your artist quotes the price before you start. Prices include GST. Your tax invoice shows the value of the service, the GST and the total.

Aftercare. We email you aftercare instructions when your tattoo is finished. Following them is your responsibility.

Prices include GST. Every price shown in the app or in the shop is the final price you pay, GST included. Receipts of $82.50 or more are tax invoices and show our ABN and the GST.

Paying. You can pay online by card, or in the shop by card or cash. Package, membership and gift purchases are only active once we have received the payment.

Tips are optional and go in full to the person who served you.

Our refund policy. We do not give refunds for change of mind. This applies to packages, deposits, memberships and appointments cancelled late or missed, as set out in these terms (a tattoo deposit is refunded when the booking is cancelled at least 48 hours ahead, see section 2). Products cannot be returned for change of mind.

Your rights under the Australian Consumer Law. Our services and products come with guarantees that cannot be excluded under the Australian Consumer Law. If a service is not provided with due care and skill, or a product is faulty, you are entitled to a remedy, which may include a refund. Nothing in these terms takes those rights away.

Mistakes. If you were charged twice or charged by mistake, contact us at hey@understairsink.com.au and we will fix it.

Packages (for example Cut Packs).

• A package expires 12 months after you buy it. Any credits left at that point expire.
• A credit must still be valid on the day of the service. Booking before the expiry date does not keep an expired credit.
• Packages are personal and cannot be transferred to someone else. You can use them with any barber who offers the service.
• A combined credit (for example Hair + Beard) is one session. If you skip part of it, the whole credit is still used.
• Packages are non-refundable, except where the Australian Consumer Law gives you a right to a refund or we charged you by mistake.

Memberships.

• A membership is charged monthly to your card and includes a set number of services each month.
• Unused services expire at the end of each month and do not carry over.
• If a payment fails, you cannot use membership services or make new membership bookings until the payment is made. Appointments you already booked are kept.
• Your price is held for 12 months from when you join. After that, your membership moves to the current price, and we will email you at least 30 days before it changes.
• You can cancel online at any time. The membership stays active until the end of the month you have paid for, and no further payments are taken.
• You can ask us to pause your membership for one month, once in any 12 months. Nothing is charged and no services are included during the pause.

• You can build a gift card from our services, packages and membership months, and pay for it online or in the shop. Single services in a gift card are 5% off. Gift cards are for services, not a money amount.
• Once the payment is received, we email you (the buyer) the gift card: a picture with a QR code to print or send, and a link. You choose how to give it. In the shop, we print the card for you, and can also email it if you give us your email address.
• Whoever holds the QR code or the link can claim the gift card, once, by signing in or creating an account. Keep it private, like cash. Once claimed, it belongs to that account and cannot be transferred again.
• If the gift card is lost before it is claimed, you can get a new link from your account (or from the shop, if you bought it there); the old QR code and link then stop working.
• Services and packages in a gift card can be used with any barber and are valid for 3 years from the date the gift card was paid for. Unused credits expire after that.
• Membership months start when the gift card is claimed (for someone who is already a member, when the period they already paid ends; they are not charged for those months). Each month's credits are used in that month. After the gift months, someone who wasn't a member is not charged unless they choose to continue with their own card; an existing member's membership is charged again as before.
• A gift card that has not been claimed can be refunded in full: ask the shop. Once it is claimed it cannot be refunded, even if nothing has been used yet, except where the Australian Consumer Law gives a right to a refund.

• You need a confirmed email address to sign in. Keep your password private. You are responsible for what happens in your account.
• We email you about your bookings, payments, receipts and reminders. These messages are part of the service.
• If you ticked the mailing-list box, we may also send news and offers. You can unsubscribe at any time using the link in the email.
• We may stop online bookings for an account in cases of abuse or repeated problems. You can still contact the shop.