Salon Policies

We set aside time, an artist and a private suite for every appointment. These policies explain how we look after your booking and what to do if your plans change.

Confirming your appointment

The day before your appointment, we’ll send a confirmation message in the morning. Please use the link to let us know you’re coming. If your appointment is still unconfirmed, we’ll send another message that afternoon.

If it’s still unconfirmed 12 hours before your appointment starts, we’ll move it to our waitlist and make the time available to other clients. You won’t be charged a missed-appointment fee for a booking we’ve moved to the waitlist this way.

On the day of your appointment, we’ll do our best to call if we still haven’t heard from you and there’s time before your appointment. For appointments when the salon opens, a call beforehand may not be possible. Your booking remains on the waitlist whether or not we can call, and your original time may be booked by someone else.

If you confirm or arrive after your booking has been moved, we’ll check what’s available. If another client has booked your original time, we’ll do our best to find the nearest available appointment. We may not be able to see you straight away.

Cancelling or missing a confirmed appointment

You can cancel or reschedule with at least six hours’ notice without a cancellation fee. Please use our app or online booking system, or call us while we’re open.

Once you’ve confirmed your appointment, cancelling with less than six hours’ notice or not attending incurs a fee of 100% of the booked service price. We apply this consistently, including when illness or an unexpected event prevents you from attending. Please let us know as soon as you can if you won’t be coming; we don’t want you to attend while unwell.

Booking fees

To secure a booking, a $2 booking fee applies to new and returning clients. It’s deducted from the price of your appointment. With at least six hours’ notice, you can move your booking or cancel and request a refund of the booking fee. See the cancellation policy above for later changes.

Changes to part of your appointment

We reserve your artist and suite for the full time needed for the services you’ve booked. If you remove a service or change to a shorter one less than six hours before your appointment, the cancelled service is charged at 100% of its booked price.

For example, changing a full set to an infill or removing a brow service on the day doesn’t release that time for another client. You may swap to a service of equal or greater value if reception can confirm it fits the time available. If you’re unsure what to book, call us on (07) 5689 1919 and we’ll help you choose.

Complimentary touch-ups

If we arrange a complimentary touch-up to address a concern with a previous appointment, please let us know if you can’t attend. A missed appointment or late cancellation can’t automatically be rebooked as another complimentary touch-up. This doesn’t affect your rights under Australian Consumer Law.

Arriving late

Please arrive on time, or a few minutes early. If you’re late, we may need to shorten your treatment while charging the booked price. Some services, including lash lifts and brow lamination, can’t safely be shortened. In that case we may need to reschedule and the missed-appointment policy may apply.

Appointment times

All booking times and messages show Queensland time (AEST). If you’re visiting from a place that observes daylight saving, please check the time difference before travelling. Call us if you’d like to confirm your appointment time.

Your artist

We’ll do our best to keep you with the artist you booked. Occasionally illness or a roster change means another qualified artist will look after you. We’ll use your appointment notes to help keep the service consistent.

Payment

We accept cash, card and Afterpay. We don’t charge a fee for paying by card.

Children, guests and pets

Please arrange care for children under 12 rather than bringing them to your appointment. You’ll be lying down with your eyes closed, and our team can’t supervise children in a treatment suite or waiting area. There are also tweezers, wax and adhesives in the salon.

Reception seating is limited. A friend or family member may join you where space and the treatment allow, but we may ask them to wait nearby.

Please don’t bring pets into the salon. See the service animal policy below for assistance animals.

Service animals

If you use a guide, hearing or assistance animal, please contact us before your visit if there’s anything we can do to make your appointment comfortable. We may ask for identification where the applicable law permits. Your animal should remain under your control, and we’ll discuss a safe place for them in the suite. Contact us on (07) 5689 1919 or admin@thelashspa.com.au if you’d like to plan ahead.

TreatCard points

TreatCard points reward eligible salon visits. You earn one point for each $1 spent on services, and double points when you book your next treatment in the salon. At the current redemption rate, this can cover roughly every tenth eligible appointment. Points reset after six months without a salon visit.

Please bring your card or a photo of its barcode so we can scan it at checkout. Points can’t be added later if we couldn’t scan it at the visit. A replacement card costs $2.

Promotional vouchers and gift cards

Promotional vouchers can’t be used on Sundays or during December. Please check any further terms printed on yours. A gift card purchased with a dollar value is different from a promotional voucher and can be used on any day under its own terms.

Waiting list

If the time you want is unavailable, ask us to add you to our waiting list. We’ll let you know if a suitable appointment opens up. This is separate from the automatic waitlist move for an unconfirmed booking described above.

Quality checks and suitability

A senior team member may briefly check a finished lash or brow result as part of our quality process. If the look you’ve booked isn’t suitable for your natural lashes, brows or skin, we’ll explain why and talk through an option that’s safer for you. This may mean postponing or changing the service.

We may decline or stop a service if someone is intoxicated, behaves in a way that makes the salon unsafe, or the treatment isn’t suitable. We’ll explain the reason and discuss practical next steps.

Concerns, touch-ups and refunds

If something about your result doesn’t seem right, please contact us promptly. For early lash-extension loss, getting in touch within 48 hours helps us assess the result while it’s fresh and, where appropriate, arrange a touch-up. We’ll consider each concern on its merits.

Our service guarantee and touch-up process sit alongside your rights under Australian Consumer Law. Nothing in this policy limits any remedy you’re entitled to under that law.