Salon Policies

Below are our salon policies which help us to run a smooth operation that is an enjoyable place for both clients and team members

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Thanks for taking the time to read our policies! We hope you can understand that over the years we have had to develop these policies and procedures in an effort to reduce last-minute cancellations, no-shows and other situations that are bad for our business and our clients.

By following these policies we have been able to keep our doors open and continue to give our beautiful Gold Coast clients stunning lashes!


There is a 1.1% card fee on all credit, debit or other cards to help us cover some of the transaction fees for these payment types (our provider ‘Square’ has a flat 1.9% fee which we don’t entirely pass on to our clients). We also accept cash to avoid the card surcharge.

We accept Afterpay with a 5% admin fee on any products or services. When checking out with afterpay please ensure that you mention this to our reception team at checkout.


We understand that having kids can take its’ toll on your “me time” (Melissa, founder of The Lash Spa, has two) and so WE GET IT! In the past we would discourage our clients from bringing along their little ones, simply because we never had the space. Now that we’re in a much larger salon with private treatment rooms, we’re more than happy to accommodate any plus ones. We only ask that they are well-behaved and can entertain themselves for at-least 30-60 minutes (ipads/iphones with headphones are encouraged). The only new rule is no eating any messy foods on the salon chairs, unless supervised. Chocolate stains are an absolute pain to clean! Our technicians always want to ensure the best quality of lashes and unfortunately it’s impossible to both babysit and lash. We hope you all understand this small rule and we’re excited to meet your mini me’s! 🙂

NOTE: Children of any age cannot be left in the reception area during an appointment – they MUST be taken into the treatment room with you. Our team members are not able to supervise children and our business insurance does not cover us for anything relating to unaccompanied children such as injuries or broken equipment. If you cannot take your child into your treatment room then please do not bring them to your appointment.


Please refrain from bringing pets to your lash appointment. We’re pet lovers ourselves, but allergies are common and we’d hate to have a client leave an appointment sneezing due to a pet in the salon earlier that day. And as with the children, your eyes will be shut for up to an hour or more meaning you can’t properly supervise them.

Changes to Lash and Brow Artist

We do our best to keep you with the lash and brow artist that you booked with, and 95% of the time that won’t change. However due to things like team members having sick days or unexpected scheduling issues we may need to move your booking to another lash and brow artists – but rest assured that we’ll always put you with someone of equal skill level, and with detailed notes on how you like your lashes or brows plus all the same products and equipment, you’ll get the same beautiful results that you’re used to while getting to try someone new.

Booking Fee

To secure a booking in salon or over the phone we ask for  50% as a booking fee for bookings over $50 which is deducted from the total appointment cost. For bookings under $50 we ask for the full booking amount. The appointment can be rescheduled or the booking fee 100% refunded when 12 hours or more notice is given and can be paid via cash or credit card.

All online bookings are taken with a small $1.25 booking fee which is deducted from your appointment when you’ve completed your booking. This booking fee is transferrable if you move your appointment, and refundable if you cancel your appointment with at least 12 hours notice.

There is no fee to reschedule or cancel a booking when at least 12 hours notice is given, and you can do it easily from within our Lash Spa app with a few clicks anytime day or night.
Note: Trying to cancel or reschedule a booking from the app within our 12-hour cancellation window will not work and fees will apply.

Sunday Surcharge

We are one of the only Gold Coast salons open on a Sunday due to the very high cost of wages on Sunday (around $55 to $60 per hour). To help cover this cost we have a small 5% Sunday surcharge which only applies to services (not products) that will be automatically added at checkout. This 5% surcharge is waived for new clients on a Sunday.

Any discount codes or offers can also not be used on Sundays.

Payment Plans

We offer a variety of payment plans at The Lash Spa. Please note a 5% administration fee is applicable for all payment plans to cover the extra accounting fees on our back end.

Last Minute Cancellation/ No-Show Policy

  • First and second last-minute cancellation: Giving less than 12 hours notice to cancel or reschedule a booking means the 50% booking fee will not be refunded – or if booking on the app you will be charged 50% of the booking.
  • Third and any future last-minute cancellations: If you have previously had 2 or more last-minute cancellation fees, further fees will be charged at 100% of the booking price and online booking access via our app and our website will be disabled. To make future bookings a 100% upfront booking fee will be required over the phone via credit card.
  • Sunday last-minute cancellation/no-show: Due to the incredibly high cost of wages on Sundays any last-minute cancellations (with less than 12 hours notice) or no-shows on a Sunday will be charged at 100% of the booking including the 5% Sunday surcharge.

Unfortunately, we cannot waive these fees due to unforeseen circumstances such as cars breaking down, personal family reasons, health issues, or anything else – it’s non-negotiable, and so if you’re not certain you can make it to your appointment (for example if your workplace may call you in for a shift or you have a child in daycare or school who may be sent home sick with no other care option than yourself) then it’s best to book a time when you know you will be able to make your appointment. Or try a spur of the moment booking on a less busy day like a Monday or Tuesday to see if we have availability, rather than booking in advance and forgetting about your appointment until it’s too late.

We do understand that life gets busy and things can unexpectedly come up, but as a small business we have that time set aside with staff who need to be paid and many other running costs so we feel that our cancellation fees are very reasonable – if you ever do a last-minute cancellation or no-show please know that there’s never any hard feelings! We always look forward to seeing you back in the salon and appreciate all our wonderful clients 🙂

We have a firm no-show and cancellation policy (it’s the only way we have managed to stay in business). We do not waive our no-show fee or cancellation fees under any circumstances. We hear many extreme situations on a daily basis from clients attempting to avoid no-show fees which is why we now have a blanket rule that fees cannot be waived. We are very sorry to hear of our clients experiencing misfortune and sympathise greatly – all we ask is for plenty of notice that you cannot attend your appointment so we can fill your spot with another client.

Cancelling a booking due to Covid-19 – After incurring losses continuously for 3 years, our company cannot continue to waive no-show fees for cold and flu symptoms or covid-19. Unfortunately, we receive so many last minute cancellations using covid-19 as an excuse that we’ve had to implement firm policies to ensure we can pay our staff. Our cancellation window is very generous which is 12 hours (other businesses in our industry require 24- hours). For example, if you have a 9:30am booking – you have the ability to cancel or reschedule that booking before 9:30pm the night before which we believe is plenty of time if you are starting to feel cold and flu symptoms to reschedule your booking. The salon does not need to be open to receive your call to move the booking as you can reschedule with the click of a button from our online booking system or app. You also cannot send an email to reschedule since we may not read it until the next day – please make any changes with our online booking system or app here.

We understand there are some rare instances where you may develop cold and flu symptoms within the 12 hour period. In those cases we still cannot waive the fee. Our no-show fees will still be applicable regardless of your diagnosis so we can cover our staff member’s wage. That booking slot has been reserved for your appointment whether you come or not. If you think there’s a chance you may develop cold and flu symptoms within the 12 hour window – it would be a better idea to book a same-day appointment when you are certain you will be healthy enough to attend the booking.

The Lash Spa often keeps a team member available for same-day appointments. With these policy in mind we ask you to please think carefully whether you can agree to this policy before booking in and confirming an appointment as we are firm on these policies.

If you receive a positive covid-19 test within our 12 hour cancellation fee window – You are required to abide by the government guidelines and isolate at home until you are well. There will still be cancellation fees applicable as the team member has been reserved for you and needs to be paid.

Treat Points Validity

Treat points are our system for rewarding regular clients with free services where each dollar you spend on service equals one treat point – basically, every 15th appointment will be covered by treat points! However these points will expire if an account remains inactive for a 6-month period. So if a client doesn’t make any visits to the salon for a 6-month period, their treat balance will be automatically reset.

Waiting list

We are generally booked out on Thursday to Saturday – especially before events such as Easter, Christmas and New Years. If you’d like to come and see us for an appointment and have left it a little late, please don’t hesitate to get in touch by phone on 0756 891 919 – we may be able to shuffle another appointment by 5-10 minutes to make space for you to get in.

We have a waiting list where you are first in line for when appointments become available!

Arriving to your appointment late

We strongly urge clients to arrive to their appointments at the scheduled time, or around 5 minutes early. To keep our day running smoothly we do stick strictly to appointment times. Late arrival will result in a shorter treatment time. Less time = fewer lashes. Clients will be expected to pay the full treatment cost.

Arriving late to an appointment that cannot be shortened due to product processing time (e.g. lash lift and tint, brow lamintion), may result in your appointment being rescheduled and missed appointment fees applied.

Bringing friends to your appointment

We don’t mind if you bring a friend or family member to your appointment, however, seating is limited in the reception area and we need to ensure there is enough seating for our clients, so we will ask that during your appointment they either wait in your treatment room or go to one of the local cafes or even sit by the beautiful lake.

Right to refuse service

We reserve the right to refuse service if a client arrives to their appointment intoxicated or under the influence of substances. If The Lash Spa staff are made to feel uncomfortable by a client in any way, we will politely refuse service.

If your lash goals are unrealistic e.g, not something offered in our lash gallery or packages – We may ask you to look elsewhere for a salon who are able to give you the desired look. Unfortunately, some salons apply thick, heavy lashes that will without a doubt cause damage to your lashes (pulling them out before the natural lash cycle is at its end). Our goal is to provide lashes that can be worn on an ongoing basis while maintaining healthy natural lashes.

If a client has lashes that are unsuitable for extensions, such as those with a recently done lash perm, or those with very few natural lashes due to damage we ask for that to be mentioned before making a booking so we can assess if an appointment would be suitable. If a client arrives and we find that their lashes aren’t suitable for extensions right now we will suggest they wait 2-6 weeks (depending on damage) before applying extensions.

Our Guarantee

We guarantee our lashes are the best. However, if we suspect a client has arrived to an appointment with the intention of taking advantage of our guarantee then we will not proceed with the appointment. It’s extremely rare for anyone to take advantage of our guarantee, but having such a strong guarantee backing the quality of our lash extensions does open us up to some unscrupulous people. Our guarantee will not apply to clients with known lash adhesive or other allergies – allergies are out of our control so cannot be included in the guarantee. Please read our refund policy below in great detail.


If a client requests a refund for any reason, future bookings from that client will be prohibited and that user account will be disabled – this is simply because if we’ve failed to provide you with lashes you love and you’ve requested a refund, then we don’t want to have the same thing happen in future so save both your time and ours. Requesting a refund of your service will void future booking opportunities at The Lash Spa. We always do everything in our power to provide amazing quality services and always go above and beyond to ensure our clients are happy, but we cannot offer a refund more than once.

Premature Lash Extension Loss

If you follow our lash extension aftercare guidelines which your lash technician will go over with you, then your extensions should not fall off early.

If for some reason you are experiencing extensions falling off right after your appointment we will offer a complimentary touch-up, but it can only be done within 48 hours of your initial appointment. This will allow us to try to figure out the cause and add back the extensions.

We have this policy because in the past we’ve had people try to take advantage of our guarantee to get a free infill by waiting several weeks and then saying “I lost all my lashes within days”.

We know our lashes shouldn’t fall our prematurely because we do well over 100 sets of extensions each week and almost never have this complaint – so when we do get a “my lashes are falling out” message we know it’s a matter of figuring out what could be happening post-appointment to cause them to fall.