Terms and Conditions

These terms apply to every booking, service, purchase and gift voucher at The Nail Story. By booking with us, you accept them.

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1. Who we are

The Nail Story Unit 32/210–218 Victoria Street West, Victoria Park Market, Auckland CBD 1010 Phone 022 026 6740 · thenailstorynz@gmail.com

The Nail Story is one studio operating from one location. Our former Takapuna studio (Skin & Nail Story) has closed and all bookings, records and gift vouchers have transferred here.

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2. Bookings

• Bookings are made online through Fresha, by phone or in studio. Fresha's own terms apply to the booking and payment process.

• Your booking is confirmed when you receive confirmation from Fresha. Please give accurate contact details — reminders and changes are sent to them.

• Booking online requires either full payment or a NZ$60 deposit to hold the appointment. The deposit is credited against the cost of your service, and the balance is paid in studio.

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3. Cancellations and rescheduling

• We ask for at least 24 hours' notice to cancel or reschedule.

• 24 hours or more: your NZ$60 deposit moves to your new appointment, or is refunded if you cancel altogether.

• Less than 24 hours: the NZ$60 deposit is retained. It covers the studio time and technician hours held for you that we cannot refill at short notice.

• Cancellations and reschedules are made through your Fresha confirmation, by phone or by email.

 

4. Late arrival

• We hold your appointment for 15 minutes.

• Arriving late may mean a shortened service or a change of design so the appointment finishes on time. The full price still applies.

• Arriving more than 15 minutes late may mean we cannot proceed, and the appointment is treated as a no-show under section 5.

 

5. No-shows

• Missing an appointment without notice means the NZ$60 deposit is retained.

• Where no deposit was taken, we may charge NZ$60 to the card held on file in Fresha.

• Repeated no-shows may mean future bookings require full prepayment.

 

6. Our 7-day guarantee

We stand behind our work.

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What's covered. If a nail chips, lifts or breaks within 7 days of your appointment because of how it was applied, we will repair it free of charge. Contact us as soon as you notice it and we will book you in.

What isn't covered. Damage from impact or trauma, nails bitten or picked, product removed or filed at home, work altered by another salon, natural nail growth, allergic reactions to disclosed or undisclosed conditions, and normal wear beyond 7 days.

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How to claim. Call or email us within 7 days of your appointment with a photo. We will offer the first available repair appointment. The guarantee covers repair of the affected nails, not a full new set or a refund.

This guarantee sits alongside your rights under the Consumer Guarantees Act 1993 — it does not replace them.

 

7. Aftercare

Nail enhancements last because they are looked after. We give aftercare advice at every appointment, including wearing gloves for cleaning, avoiding using nails as tools, and not filing or removing product yourself. Damage caused by not following aftercare is not covered by the 7-day guarantee.

 

8. Health, allergies and contraindications

• Tell us before your service about any allergies, skin conditions, infections, injuries, diabetes, circulation issues, recent surgery or medication that affects your skin or nails.

• We may decline or adapt a service where we believe it could cause harm. This is a safety decision, not a judgement.

• We may decline to work on nails or skin showing signs of infection, and will recommend you see a doctor.

• All tools are sterilised and single-use items are disposed of after each client.

 

9. Pregnancy and medical conditions

Please let us know if you are pregnant or under medical care. Most services are suitable, but we may adjust products, positioning or ventilation. If you are unsure, check with your doctor first.

 

10. Minors

Clients under 16 need a parent or guardian to give consent and to remain in the studio during the appointment. We do not offer electric file services to children under 12.

 

11. Pricing

• Prices shown are "from" prices. The final price depends on nail length, condition, removal of existing product, repairs, design complexity and time.

• Where your service will cost more than the from-price, we tell you before we start.

• Prices may change. The price confirmed at the time of booking is the price you pay for that appointment.

 

12. Payment

Payment is due at the end of your appointment. We accept EFTPOS, major credit and debit cards, and online payment through Fresha. Surcharges, if any, are shown before payment.

 

13. Gift vouchers

• Available in studio and online.

• Valid for 12 months from purchase unless stated otherwise on the voucher.

• Not redeemable for cash and not refundable for change of mind.

• Transferable — anyone holding the voucher may use it.

• Please treat vouchers like cash. We cannot replace lost or stolen vouchers unless we can verify the purchase in our records.

• Vouchers issued by our former Takapuna studio remain valid and are honoured here.

 

14. Refunds and returns

Services. Because services are performed on the day, we do not offer refunds for change of mind. If you are unhappy with your service, tell us within 7 days and we will put it right — usually by repairing or redoing the work at no charge. Where a service has not been carried out with reasonable care and skill, you have rights under the Consumer Guarantees Act 1993, including a remedy appropriate to the problem. Please give us the chance to fix it first.

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Retail products. Faulty products can be returned at any reasonable time for repair, replacement or refund under the Consumer Guarantees Act 1993. For change of mind, unopened and unused products may be returned within 14 days with proof of purchase. For hygiene reasons we cannot accept returns on opened nail, skin or body products unless they are faulty.

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15. Shipping and delivery

We ship retail products throughout New Zealand.

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Option Delivery time Cost

Standard shipping — nationwide3–5 business days$7.00

Auckland courier — urban, within 25km of the studio1–2 business days$7.00

Auckland courier — rural, within 50km of the studio3–5 business days$9.00

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• Orders are packed and dispatched within 1–2 business days, Monday to Friday, excluding public holidays.

• Delivery times start from dispatch, not from the time you order, and are estimates given to us by our courier. They are not guaranteed.

• Courier rates apply to Auckland addresses within the distances shown. Everywhere else in New Zealand is sent by standard shipping. Rural and remote addresses, and the offshore islands, may take longer.

• Please give a physical address where someone can receive the parcel. We cannot deliver to PO boxes.

• Risk in the goods passes to you on delivery. If your order arrives damaged, or does not arrive within a reasonable time, contact us and we will replace it or refund you — this is your right under the Consumer Guarantees Act 1993.

• Click and collect from the studio is free during opening hours.

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16. Photography and social media

We may photograph completed work for our website and social media. Faces are not shown unless you agree. Tell us at any time if you would prefer not to be photographed, or ask us to remove an image later — we will.

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17. Personal belongings

Please keep your belongings with you. We are not responsible for items lost or damaged in the studio, except where caused by our negligence.

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18. Conduct

We ask all clients to treat our team with respect. We may end an appointment and decline future bookings in cases of abusive, threatening or unsafe behaviour, or attendance under the influence of alcohol or drugs. The full service price may still apply.

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19. Complaints

Contact us first at thenailstorynz@gmail.com or 022 026 6740. We aim to respond within 2 working days and to resolve concerns within 10 working days. If we can't reach a resolution, you may take the matter to the Disputes Tribunal.

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20. Liability

To the extent permitted by law, The Nail Story is not liable for indirect or consequential loss arising from use of our website or services.

Nothing in these terms limits or excludes your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where you are acquiring services as a consumer.

 

21. Governing law

These terms are governed by New Zealand law and the New Zealand courts have jurisdiction.

 

22. Changes

We may update these terms. The current version is always the one published here, with the last updated date shown above.

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23. Contact

The Nail Story Unit 32/210–218 Victoria Street West, Victoria Park Market, Auckland CBD 1010 022 026 6740 · thenailstorynz@gmail.com