Question 1

Do I have to commit to one salon when I sign up?

Accepted Answer

No. Your AON Membership is redeemable at all four salons — Newmarket, Ponsonby, Albany and Commercial Bay. When you sign up through Fresha, you’ll be asked to choose a salon. This is a Fresha requirement for setting up the Membership, not a commitment from you: your three monthly sessions, the standing Members’ 15% on Mondays and Tuesdays, and the complimentary BotaniShine upgrade all work at any AON salon, regardless of which one you nominated. The salon you choose at signup becomes your home salon for the purpose of priority booking — for Gold Members, the 30-day priority window applies at your home salon, while bookings at other salons follow the standard 14-day window. Platinum and Platinum Russian Members receive the 30-day priority window at all four salons. Your home salon can be changed at any time by emailing your Salon Manager.

Question 2

Can I cancel anytime?

Accepted Answer

Yes. Your Membership has a one-month minimum from the date you sign up. After that initial month it continues on a rolling basis until you decide to cancel. To cancel, log in to your Fresha member portal and select "Cancel Membership" — your billing stops 30 days from the date you request the cancellation, and you retain access to any unused sessions during that final 30-day window. There is no cancellation fee, and no phone call required. If you cancel and later decide to rejoin, your previous Member status is restored when you sign up again.

Question 3

What if I'm unwell or travelling?

Accepted Answer

Members may pause their Membership for up to a total of six weeks per calendar year, taken as a single block or split across shorter pauses. The pause is member-initiated through the Fresha portal — no phone call, no reason required. While paused, your monthly billing stops, your priority booking is suspended, and any unused sessions from the current cycle remain in your account for when you resume. The six-week allowance resets each January. For longer breaks — extended overseas travel, parental leave, illness — please speak to your Salon Manager. We apply discretion on a case-by-case basis and have processes in place for longer compassionate pauses.

Question 4

Does my Membership work at all four salons?

Accepted Answer

Yes, with different reach depending on tier. All Members may book and use sessions at any of our four salons — Newmarket, Ponsonby, Albany and Commercial Bay. The difference lies in priority booking access. Gold Members nominate a home salon at signup and receive the 30-day priority booking window at that salon; bookings at other salons follow the standard 14-day window. Platinum and Platinum Russian Members receive the 30-day priority window at all four salons, which makes them ideal for clients who travel between locations for work or who want flexibility on where they visit. Your home salon can be changed at any time by emailing your Salon Manager.

Question 5

How does priority booking work in practice?

Accepted Answer

Priority booking operates in three layers. First, the online booking grid: Members can see and book appointments up to 30 days ahead, while non-members see the next 14 days. This means Members reach the popular Saturday and after-work slots before they appear on the public schedule. Second, for Platinum and Platinum Russian Members, your Salon Manager has direct authority to find a slot that isn't visible on the online grid — whether that means a different technician, a time shift, or reshaping the day's schedule to fit you in. Message your Salon Manager and they respond same-day with an option. Third, for Platinum Russian Members specifically, every Friday evening your Salon Manager broadcasts the following week's available Russian Manicure slots across all four salons. Members have until Saturday evening to claim a slot before it opens to general booking — first call on our most in-demand appointments.

Question 6

Are there limits on what I can book each month?

Accepted Answer

Yes, two limits apply. On Platinum Russian, at least one of your three monthly sessions must be an advanced service — Russian Manicure, Russian Pedicure, Dual Form or Hard Gel — and a maximum of two of those advanced services per cycle (so you can't use all three sessions on, say, Dual Forms). On both Platinum and Platinum Russian, a maximum of two Lux services per cycle applies. Your remaining sessions are free to draw from anywhere else in your tier's menu. These composition rules reflect the additional chair time and technique these higher-craft services require.

Question 7

Why isn't Soft Gel, Acrylic, Dipping or Glossy Pro refill in Gold?

Accepted Answer

Gold is designed around the services our regular clients request most often: Express, Classic and Timeless Manicures and Pedicures, plus BIAB Refill and BIAB Overlay. BIAB is by a significant margin our most-booked refill service, so it sits naturally within Gold. Soft Gel (Apres), Acrylic or Poly-Gel, Dipping Powder and Glossy Pro refills are all included in Platinum — three sessions per month, priority booking across all four salons, plus Lux Manicure, Lux Pedicure and the BotaniShine Nail Ritual. Your Salon Manager can advise on the right tier for your typical service mix; it takes three minutes at the reception desk.

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