Salon Policies

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!

Payment

 

Cash is our preferred method of payment (since it’s fee-free!) however we do have card facilities (debit and credit).

 

There is a 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). To avoid any extra fees feel free to bring cash.

 

Children

 

We understand that having kids can take its’ toll on your “me time” (Melissa, our owner, 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 accomodate 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! 🙂

 

Pets

 

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.

 

Booking deposit

 

To secure a booking over the phone we ask for a 50% deposit which is deducted from the total appointment cost. This is a fully refundable deposit when 24 hours notice is given 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 while we wait for a screenshot of the transaction details.

 

All online bookings are taken with a small $1.25 deposit which is deducted from your appointment when you’ve completed your booking. This deposit is transferrable if you move your appointment, and refundable if you cancel your appointment with at least 24 hours notice.

 

There is no fee to change or cancel a booking when at least 24 hours notice is given.

 

  • Less than 24 hours notice will incur a fee of 20% of the booking amount.
  • Less than 4 hours notice will incur a fee of 50% of the booking amount because it’s too short notice to rebook that appointment
  • Doing a ‘no-show’ (not showing up to an appointment) will incur a fee of 100% of the booking amount.

 

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 then it’s best to book a time when you know you will be able to.

 

If any issues do come up, then simply give us 24 hours notice and we’d be delighted to move your appointment to another day and time.

 

We are a small business and roster according to appointments.

 

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 notice that you cannot attend your appointment.

 

Waiting list

 

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 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 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.

 

Card Fees

 

For all card transactions that are tapped, inserted or swiped we charge a small 1% fee to help us cover part the costs of our payment processor (we pay 1.9% on those transactions). Cash doesn’t incur any fees

 

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.

 

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 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.

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