Booking & Cancellation Policy

To ensure fair scheduling for both our clients and technicians, The Nail Room Sanur applies the following booking and cancellation policies.

These policies help us protect appointment availability and maintain the high-quality standards our clients expect.

By booking an appointment with The Nail Room Sanur, clients agree to the following booking and cancellation policies.

When a Deposit Is Required

A deposit may be required to secure certain appointments.

Deposits are required for:

First-time clients (clients visiting The Nail Room for the first time) with bookings valued at IDR 350,000 or more
Clients with a previous no-show or late cancellation
All Soft Gel Nail Extension appointments

Deposit Amount

The standard deposit is IDR 150,000. This deposit will be applied toward the final payment at the appointment.

Deposits must be paid within 60 minutes to secure the appointment. If the deposit is not received within this time, the appointment may be released.

Cancellation & Rescheduling Policy

Clients may cancel or reschedule their appointment up to 24 hours before the scheduled appointment time.

Cancellation more than hours before the appointment

If a client cancels or reschedules more than 24 hours before the appointment, the deposit can be transferred to a new booking. The deposit will be applied to the client’s next appointment.

Cancellation within 24 hours

If a client cancels within 24 hours of the appointment, the deposit is normally forfeited.

However, The Nail Room may offer a one-time courtesy transfer if:

the client contacts the salon before the appointment time, and
the client rebooks immediately

In this case, the deposit may be transferred once to the new appointment.

If the appointment is cancelled again, the deposit will be forfeited.

No-show

If a client does not attend the appointment without notice, the deposit will be forfeited.

Late Arrival Policy

To ensure all clients receive their full treatment time, please arrive on time for your appointment.

Up to 10 minutes late

The appointment will continue as scheduled. Our technician will do their best to complete the service as planned.

10–15 minutes late

The service may need to be adjusted or shortened to avoid delaying the next client.

More than 15 minutes late

If a client arrives more than 15 minutes late, the appointment may need to be rescheduled depending on technician availability. In this case: the deposit may be forfeited, and a new appointment will need to be booked.

Refund Policy

Deposits are generally non-refundable.

Deposits are used to secure technician time, and are therefore generally non-refundable. Instead, deposits are:

applied to the final bill at the appointment, or
transferred to a new appointment when cancellation rules are followed.

When deposits can be transferred

Deposits may be transferred when:

the client cancels more than 24 hours before the appointment, or
the client cancels within 24 hours but rebooks immediately (one-time courtesy transfer).

When deposits are forfeited

The deposit will be forfeited if:

the client cancels within 24 hours and does not rebook immediately
the client does not attend the appointment
the client arrives more than 15 minutes late and the appointment cannot proceed

When deposits are refunded

Refunds are issued only when the salon is responsible for the cancellation, such as:

the salon must cancel the appointment
the technician becomes unavailable
the salon cannot perform the booked service

Refunds will be processed through the original payment channel whenever possible.

If this is not technically possible, the refund may be issued as:

salon credit, or
cash collected at the salon

Exceptional situations

In rare cases (such as illness or emergencies), deposit decisions may be made at management discretion.