Question 1

Free WIFI

Accepted Answer

As a little perk, we offer free WIFI to all of our salon guests during their visits with us, whether that be for work, or leisure. Please feel free to take advantage of this while you are here, just ask for the password and enjoy :)

Username:PondaromaNCo
Password: Ask Mindi In Salon

Question 2

Where Are We Located?

Accepted Answer

We are located just across the road from the Woolies carpark, and down from KHub

3/56 Wyndham Street
Roma, QLD 4455

0423 755 436

Question 3

Contacting Us & Appointment Management

Accepted Answer

We encourage our clients to book & manage their appointments via our online booking platform, Phorest. Through Phorest you can book, view, reschedule, & cancel appointments 24/7.

If you require assistance, please contact the salon by phone or txt during business hours. Please note; we don't answer calls while with clients.

📞 0423 755 436
📧 pondaromanco@gmail.com

Our team spend most of the day with clients, please txt with all the details your needing, it's the quickest & most reliable way to receive assistance.

Please note that social media messages are not monitored for appointment management. Automatic reminder emails are sent from a no-reply address & replies will not be received by our team. To ensure your request is actioned, please use Phorest or contact the salon directly.

Question 4

Booking Policy

Accepted Answer

To secure an appointment, a booking fee is required.

Your booking fee is a percentage of the total service cost, which is then credited on the day of your visit.

You have multiple options to pay your booking fee;
* In salon via cash or Eftpos
* A card saved on file
* A booking fee link sent via SMS & email. You will have 24 hours to complete the fee payment to secure your booking. 
Appointments that remain unsecured after the payment request expires, will be automatically cancelled & released to other clients without any notification.
*Booking fees for appointments can only be cancelled and transferred to another day ONCE.
* Your booking fee will be forfeited if you miss, cancel, or change your appointment with less than 48 hours’ notice.

*Please Note: the booking fee is non refundable.

Question 5

Cancellations & Rescheduling

Accepted Answer

* If you need to cancel or reschedule, you must provide at least 48 hours' notice, if less notice is provided or you don't attend the appointment, your deposit will be forfeited.

* Confirmation texts & emails are sent 4 days before your appointment. If you don't confirm & we can't reach you by phone, your appointment may be offered to another client. Please ensure you confirm promptly. The only way you can confirm is by paying the deposit.

* Failure to attend a scheduled appointment without notice will result in the forfeiture of the booking fee, & in turn any future appointments cancelled & all future bookings requiring full prepayment.

* If you no longer require your appointment, please contact the salon on 0423 755 436 or manage your booking online as soon as possible.

Question 6

Do We Offer Consultations?

Accepted Answer

Yes! We highly recommend a consultation before any major colour change, colour correction service or if your new. This allows our stylists to assess your hair, discuss your goals, & we create then a personalised plan going forward for the healthiest results.

Question 7

What Should I Do Before My Hair Appointment?

Accepted Answer

Arriving with clean, dry hair. Your stylist will always have a consultation with you before any work is started to understand your goals for the appointment, so we love pictures! Bring some inspiration images along with you can be helpful to understand your hair goals, things you love, things you might not love so much, it gives us a better picture of what you might have in mind and we can then work towards what your hair goals are.

Question 8

Attending Your Appointment

Accepted Answer

To ensure a comfortable experience for all guests and allow our team to work safely within the space, we are unable to accommodate multiple additional guests, pets, or visitors during appointments.

Our salon has been thoughtfully designed for clients receiving services and, due to limited space, we kindly ask that you attend your appointment alone unless prior arrangements have been approved by management. Children and Carer's are an exception.

We appreciate your understanding and cooperation in helping us maintain a safe, relaxing, and enjoyable environment for everyone.

Question 9

At Home Maintenance

Accepted Answer

We want to make sure that the longevity, condition, and appearance of your hair are always looking the best it can be. Factors such as Water, Shampoo's, amount of Heat all play a part in how good your hair can look.

Following your appointment, you will receive personalised aftercare recommendations via email, including product recommendations, maintenance advice, and tips to help you achieve the best possible long-term result.

For best results, we recommend professional salon-quality products and regular maintenance appointments tailored to your hair goals. The Pondaroma & Co cannot guarantee the longevity, condition or appearance of your results when recommended aftercare advice isn't followed, non professional products are used, or services are performed elsewhere.

Question 10

Pricing

Accepted Answer

Pricing offered on our Phorest website is a guide only. A personalised quote will be given to you during your in-salon consultation. Prices are inclusive of GST and are subject to change without notice.

Question 11

Payment Methods

Accepted Answer

We accept:
• Cash
• All major Debit and Credit Cards
• We offer Salon Memberships
• Bank Transfer

Question 12

Service Grace Period

Accepted Answer

Punctuality is essential to ensure your able to receive your full service & we understand unforeseen circumstances can happen. However, punctuality is important to keep the salon running smoothly.

* A grace period of up to 15 minutes may be accommodated where possible. Potentially you may need to reschedule your appointment. In this case, your deposit will be forfeited & a new deposit will be required for your rebooking.
* Reducing or removing services due to the late arrival does not alter the original appointment value. You will still be charged for the appointment time originally reserved.
* Where an appointment cannot proceed due to an late arrival, the appointment will be treated as a late cancellation & the booking fee will be forfeited in accordance with our cancellation policy.

Question 13

Service Guarantee

Accepted Answer

If you are not 100% satisfied with your service, please contact us within 7 days to discuss your concerns & determine an appropriate solution.

* Any revision service that is deemed to be acceptable by management, will only be completed and related to the agreed consultation outcome. Concerns arising from incorrect home care, third-party services, or failure to follow aftercare advice are not covered under our service guarantee.
* We encourage open communication & will always work with you to achieve the best outcome.
* Corrections within this timeframe are free of charge.
* We don't provide refunds or re-dos for a change of mind.
* No Refunds will be provided if you choose to not allow us the opportunity to resolve your concerns.

Question 14

Clothing Protection

Accepted Answer

While we take the utmost care during all services, the Pondaroma & Co is not responsible for any damage to clothing or items that may occur during your appointment (including staining from colour, powder lightener, or styling products).

We kindly ask that clients wear suitable clothing for their service. Protective Capes are always provided, and we recommend avoiding wearing expensive or delicate garments to your appointment.

Question 15

Social Media & Photography

Accepted Answer

To support consultations, service records, and quality assurance, the Pondaroma & Co may take before and after photographs during your appointment. These images form part of your client file and may be used to document your hair journey, track progress, and assist in the event of any service queries.

Separate consent will be requested for the use of photographs or videos on social media, our website, or other marketing materials.

We will always respect your marketing preferences.

Question 16

Your Secure Information

Accepted Answer

The Pondaroma & Co uses Stripe, a secure and industry-leading payment provider, to process booking fees and store card details.

All card information is encrypted and securely stored by Stripe. The Pondaroma & Co does not have access to your full card details at any time.

Your card may only be charged in the following circumstances; 
a) To process an approved booking fee. 
b) For services or retail purchases authorised at checkout. 
c) In accordance with our cancellation, no-show, or late-change policy.

No charges will be processed without a valid booking, purchase, or policy-authorised fee.

Question 17

Pre-Appointment Forms

Accepted Answer

All new guests are required to complete & sign a pre-appointment form prior to their visit.

The form includes important salon policies, health & safety information, liability acknowledgements, consultation details, consent preferences to help us provide a safe, personalised, & professional experience.

Question 18

Drinks

Accepted Answer

* Water
* Soft Drink
* Coffee
* T2 - Creme Brulee - Velvety vanilla with caramel & nutty notes.
* T2 - French Earl Grey - Floral, & fruity with subtle vanilla & bergamot notes.
* T2 - Irish Breakfast - Rich, robust, malty black tea with a slightly sweet finish.
* T2 - English Breakfast - A robust, coppery Sri Lankan tea with brisk, bold flavours.
* T2 - Melbourne Breakfast - Bold, malty black tea & rich velvety vanilla.
* T2 - Lemongrass & Ginger - A herbal tea with strong ginger & citrus notes.
* T2 - Green Rose - Perfect balance of Rose & Green Tea that delivers subtle sweetness without any bitterness.
* T2 - Jasmin & Pear - Green tea as refined & delicate as a fancy dessert, they’re a deliciously harmonious pair brimming with flavour.

Question 19

Boozie Fav's

Accepted Answer

We always have a large assortment of Mr. Consistent Cocktails on hand at any given time. These always include a sweet, sour and a fruity. The flavour's do change around so we won't list them all, but feel free to ask us what we have available at the time of your appointment and we can let you know.

* We do also on the occasion, also have a white wine option as well.

* During Winter we have a boozie Kahlua Hot Choccie ... and it's really nice!

Please note: the boozie options are only available for after lunch appointments and 1 drink per appointment is offered.

Question 20

Snacks

Accepted Answer

* Popcorn
* Pretzles
* Doritos
* Biscuits

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