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Terms and Conditions
Last revised on 25 Aug 2026
These Terms & Conditions (“Terms”) govern your access to and use of the Cozy & Coco website, booking services and beauty, wellness and related services booked or arranged through Cozy & Coco.
Cozy & Coco is operated by Cozy and Coco Pty Ltd (“Cozy & Coco”, “we”, “us” or “our”).
By submitting a Booking Request, confirming a Booking, making payment, purchasing a Gift Card or otherwise proceeding with a Service after being provided access to these Terms, you agree to be bound by them.
These Terms should be read together with our Privacy Policy, Cancellation & Rescheduling Policy, Service Standards and any additional terms applying to a particular Booking.
Nothing in these Terms excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including under the Australian Consumer Law.
Accounts, Booking & Payment
1. Definitions
In these Terms:
Booking means a Booking Request that has been accepted and confirmed through Cozy & Coco.
Booking Request means a request submitted by or on behalf of a Client for Services.
Client, you or your means a person who makes a Booking, receives Services, purchases a Gift Card or otherwise uses Cozy & Coco.
Professional means a beauty, hair, makeup, massage, wellness or other service provider who accepts or performs a Service booked or arranged through Cozy & Coco. Professionals may include hair stylists, makeup artists, beauty therapists, massage therapists, wellness practitioners and other suitably qualified service providers.
Services means beauty, hair, makeup, massage, wellness, bridal, corporate, workplace, event, hotel, concierge, destination and other services offered or arranged through Cozy & Coco.
Service Location means the home, hotel, workplace, venue, accommodation or other location at which a Service is to be performed.
Website means the Cozy & Coco website and any booking or digital services operated by or on behalf of Cozy & Coco.
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2. What Cozy & Coco Does
Cozy & Coco operates a mobile beauty and wellness booking and concierge service through which Clients may request and arrange Services with Professionals.
Depending on the Booking, Cozy & Coco may facilitate or manage:
matching Clients with Professionals; booking administration; scheduling; communications; payments; customer support; corporate and event coordination; and related concierge services.
Unless expressly stated otherwise, the underlying beauty or wellness treatment is performed by the Professional assigned to the Booking.
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3. Professionals
Professionals may operate independently in performing their professional services.
Each Professional is responsible for performing Services within their qualifications, experience, professional scope and applicable legal and professional requirements.
Cozy & Coco may establish eligibility, onboarding, quality, safety, presentation and conduct standards for Professionals participating in the Cozy & Coco network.
Important: I would avoid saying in the customer Terms that every Professional is conclusively an “independent contractor.” Put the intended contractual relationship into the Professional Agreement, but have the arrangement reviewed against how Professionals actually work. Australian guidance expressly warns that a written contractor label does not override an employment relationship.
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4. Additional Terms
Certain Services may be subject to additional terms, including:
Corporate & Event Booking Terms; Destination Wedding Booking Terms; promotional conditions; quotation or proposal terms; and other conditions disclosed before the relevant Booking is accepted.
Where additional terms apply, they form part of the agreement for that Booking.
Where there is an inconsistency, the specific terms applying to that Booking prevail to the extent of the inconsistency, subject to applicable law.
Bookings & Payments
5. Eligibility
A person making a Booking must be at least 18 years old and legally capable of entering into the Booking.
Services may be provided to minors subject to clause 32.
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6. Customer Accounts
Where Cozy & Coco allows Clients to create an account, you must provide accurate and current information.
You are responsible for taking reasonable steps to protect your account credentials and must notify Cozy & Coco promptly if you believe your account has been accessed or used without authority.
Cozy & Coco may temporarily restrict an account where reasonably necessary to investigate suspected fraud, misuse, security concerns or serious misconduct.
This adapts a useful GLAMSQUAD concept around account security.
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7. Booking for Another Person
You may make a Booking for another person where permitted.
You must be authorised to provide any personal information necessary to arrange that Booking and should ensure the recipient is made aware of relevant Booking conditions.
Where individual treatment consent is required, the person receiving the Service must provide their own consent.
You must not provide another person's health or sensitive information unless you are authorised or otherwise legally permitted to do so.
This is particularly relevant to hotel concierge bookings, executive assistants, corporate bookings and weddings.
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8. Booking Requests
You must provide accurate information about the requested Service, date, time, Service Location, number of Clients and other relevant Booking requirements.
Submitting a Booking Request does not guarantee availability.
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9. Booking Confirmation
A Booking becomes confirmed when Cozy & Coco expressly confirms the Booking or notifies you that an appropriate Professional has been assigned.
You are responsible for checking your Booking confirmation and notifying us promptly of errors.
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10. Professional Selection
Cozy & Coco may select a Professional having regard to the requested Service, location, availability, qualifications, experience and other relevant circumstances.
Requests for a particular Professional are preferences unless expressly confirmed.
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11. Professional Substitution
If an assigned Professional becomes unavailable, Cozy & Coco may use reasonable efforts to arrange another suitably qualified Professional.
If we cannot provide the booked Service or an appropriate alternative acceptable to you, you will receive any remedy to which you are entitled under applicable law, which may include a refund for Services not supplied.
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12. Prices
The price applicable to a Booking will be displayed, quoted or communicated before confirmation.
Prices may vary depending on the Service, duration, date, time, location, travel requirements, number of Clients, number of Professionals and other Booking circumstances.
Changes to published prices will not retrospectively alter the confirmed price of an existing Booking unless the Client subsequently requests a change affecting that price.
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13. Additional Charges
Additional disclosed charges may apply for matters including:
after-hours Services; public holidays; urgent bookings; extended travel; parking; tolls; valet charges; venue access; waiting time; additional Service time; additional Professionals; event setup; Booking changes; and destination travel.
Where practicable, additional charges will be disclosed before being incurred.
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14. Payment
You authorise Cozy & Coco and its payment service provider to process amounts properly payable in connection with your Booking.
A valid payment method may be required before a Booking is confirmed.
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15. Failed Payments
If a payment is declined, reversed, charged back or otherwise unsuccessful, Cozy & Coco may require an alternative valid payment method.
You remain responsible for amounts properly payable under your Booking, subject to any genuine dispute and rights under applicable law.
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16. Deposits
Certain Services, including corporate events, group bookings, weddings and destination Services, may require a deposit.
The amount, due date and applicable cancellation conditions will be disclosed before payment.
Cancellation, delays & availability
17. Cancellation and Rescheduling
Bookings are subject to the Cozy & Coco Cancellation & Rescheduling Policy applicable at the time the Booking is made.
Because Professionals reserve appointment time and may travel specifically for a Booking, reasonable cancellation and rescheduling charges may apply.
Nothing in our cancellation policy limits rights under the Australian Consumer Law.
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18. Client Lateness
Clients must be ready to begin the Service at the confirmed time.
Where a Client is late, the Professional may need to shorten the Service so subsequent Bookings are not affected.
Where the delay is attributable to the Client, the original Booking price may remain payable subject to the Cancellation & Rescheduling Policy and applicable law.
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19. Access Delays
You are responsible for providing accurate access information.
Delays caused by matters within the Client's control, including incorrect addresses or failure to arrange required building or hotel access, may reduce the available treatment time.
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20. Waiting Time
Where a Professional is reasonably able to wait beyond the confirmed start time, additional waiting charges may apply where disclosed in advance or otherwise agreed.
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21. No-Shows
Failure to attend or be reasonably available for a Booking may be treated as a no-show in accordance with the Cancellation & Rescheduling Policy.
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22. Professional Cancellation
If a Professional becomes unavailable, Cozy & Coco will use reasonable efforts where practicable to arrange an appropriate replacement.
If the Service cannot be supplied, Cozy & Coco will provide the remedy required by applicable law.
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Your Service location
23. Suitable Service Environment
The Client must provide a safe, clean, hygienic and reasonably comfortable environment suitable for the booked Service.
Depending on the Service, reasonable access may be required to:
adequate working space; lighting; electrical outlets; running water; bathroom facilities; suitable seating; ventilation; and other facilities reasonably necessary to safely perform the Service.
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24. Other Persons at the Service Location
The Client must take reasonable steps to ensure that household members, guests, employees, attendees and other persons present do not interfere with the Service or create an unsafe environment.
The Client is responsible for taking reasonable steps to address inappropriate behaviour by persons under the Client's control at the Service Location.
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25. Pets
Pets must be appropriately controlled.
Where reasonably necessary for hygiene, safety or the performance of the Service, the Professional may ask that a pet be kept away from the treatment area.
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26. Children at the Service Location
Where young children are present during a Service, the Client must ensure they are appropriately supervised.
Where the nature of the Service prevents the Client from safely supervising a child, another responsible adult should be present.
A Professional may pause a Service where inadequate supervision creates an immediate safety risk.
This is particularly sensible where hot styling tools, electrical equipment or massage treatments are involved.
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27. Unsafe or Unsuitable Premises
A Professional is not required to enter or remain at a Service Location they reasonably believe presents a material risk to their health, safety or personal security.
A Professional may refuse to commence or may discontinue a Service where the premises are materially unsafe, threatening, unhygienic or unsuitable for the Service.
The Professional may leave immediately where reasonably necessary for personal safety.
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Home, hotel & workplace services
28. Home Services
Clients must provide safe and reasonable access to the residence and an appropriate treatment area.
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29. Hotels and Accommodation
The Client is responsible for ensuring the hotel, serviced apartment or accommodation permits external Professionals to enter and provide the requested Service.
The Client must arrange required access with reception, concierge, security or property management.
Cozy & Coco is not responsible for delays caused by hotel or building access procedures outside our reasonable control.
Reasonable parking, valet or access costs may apply where disclosed or reasonably incurred in accordance with the Booking.
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30. Workplace and Corporate Locations
The Client or organising business must provide an appropriate treatment area and comply with reasonable venue, workplace health and safety, access and facility requirements communicated by Cozy & Coco.
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