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!
Cash is our preferred method of payment however we do have card facilities (debit and credit).
We kindly ask that clients refrain from bringing children to their appointment. Eyes are closed throughout the lash application meaning clients are unable to supervise them. The salon is not a child-friendly environment – there are many sharp tools and hot boiling water.
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.
To secure a booking we ask for a $20 deposit which is deducted from the total appointment cost. This is a non-refundable deposit and can be paid via credit card over the phone or bank transfer. If you opt for bank transfer, we can only hold the appointment for up to 6 hours before it opens up to another client.
If clients fail to show up to scheduled appointments they will be charged 50% of the total appointment cost. Clients who consistently no-show would be better suited to a quieter salon with more flexibility. Unfortunately, we cannot waive this fee due to unforeseen circumstances such as cars breaking down or personal family reasons. We are a small business and roster according to appointments.
Last minute cancellations
If an appointment is cancelled with less than 24 hours of an appointment, the $20 booking deposit cannot be refunded or transferred. If more than 24 hours notice are given we’re happy to transfer the deposit across.
Changing appointment times
We are flexible with appointment times but do ask for 24 hours notice if you need to change your appointment. This gives us time to contact one of our waiting list clients to let them know an appointment has become available. If less than 24 hours notice is given we cannot refund your deposit.
We are generally booked out on Friday and Saturdays – especially before events. 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.
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. To keep our day running smoothly we do stick strictly to appointment times. A late arrival will result in a shorter treatment time. Less time = fewer lashes. Clients will be expected to pay the full treatment cost.
Clients who consistently struggle to make it to scheduled appointment times would be better suited at a larger lash salon where the higher staff numbers mean more chance that staff will be available for walk-ins or late clients.
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 as 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 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.
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.