TERMS OF BOOKING AND SALON POLICIES
Our aim is to provide the best service possible, and keep our pricing as low as we can and to assist this we have a few simple FAIR PLAY rules to help us help you.
1. FAIR PLAY POLICY
Also, our salons get very busy and are often fully booked with clients on a wait list, and while most of you arrive on or before time, unfortunately some people either don’t show, or cancel with little notice and their appointment is not filled. As a sense of fair-play to all, we think that you'll agree that they are the ones that should pay rather than spreading the cost of these cancellations across all clients (by increasing the cost of our services). Our bookings policy is fair and simple and we thank you for your co-operation and understanding.
2. A DEPOSIT OR PREPAYMENT IS REQUIRED FOR ONLINE BOOKINGS, NEW SETS NEW CLIENTS AND SOME APPOINTMENTS THAT ARE LONGER THAN 30 MINS.
New clients and clients booking for new sets account for more than 80% of clients who no show or cancel last minute. Therefore we will ask for a payment to secure your booking, and the remainder is payable at your appointment. We do not refund this payment for change of mind or circumstances that come up for you that are outside of our control. If you provide us with at least 24 hours notice, there won't be a late cancelation fee and the deposit will remain on your account for future use. Changes made within 24 hours are considered a late cancelation and your deposit is retained. Frequent late cancell'ers or no show'ers may be required to pay in full upfront for all future appointments, or refuse future appointments.
3. 24 HOURS NOTICE REQUIRED FOR CHANGES OR FEE APPLIES
Our salons are very busy and are often fully booked with clients on a wait list.
If you need to make any changes to your appointment, or cancel, we require 24 hours notice.
Should you cancel or rebook within 24 hours of your appointment, your deposit is redeemed as a late cancellation fee. For any client who hasn't paid a deposit or prepayment, a cancelation fee of $50 or 50% of the value of the service (whichever is lesser), will be added to your account to pay prior to or at your next appointment. No changes or cancelations are allowed within 24 hours for prepaid services that have received a discount, this means you may forfeit the full value of what has been paid.
We completely understand that life throws unexpected curveballs and that things can happen last minute. We hope you understand that whatever the reason of why you're unable to make your appointment, the cancelation policy is applicable unless it is within our control (such as if we cancel on you). We reserve this time especially for you. If for some reason you're not able to make your appointment even if it is within the no cancelation period, please do let us know as soon as possible. There are various methods of contact such as calling us (and leaving a message if you get voice mail), texting us, emailing us, sending us a message on social media. If we are able to find someone to fill your spot, the cancelation fee may not be applied. If there is a no call-no show (meaning you didn't turn up to your appointment and didn't let us know), the full amount of your service may be charged and we may require prepayment for your future bookings. We reserve the right to refuse future appointments.
If the cancelation is within our control, for example we have a team member off sick or we have made a mistake with your booking, there will of course be no fee charged and we will do everything we can to find you a new appointment or provide you with a full refund.
4. PREPAYMENT IN FULL REQUIRED WHEN:
- On Sundays and Public Holidays and;
- For clients with multiple late cancelations or missed appointments
We may require that all appointments be prepaid in full. Promotions and discounts are not valid on public holidays or Sundays, unless otherwise stated.
If a prepaid appointment is late cancelled or missed/no show, the late cancelation fee will be the value of the service.
5. NON TRANSFERABLE
Prepayments, credits, packages and vouchers are non transferrable between Just Lashes locations.
6. CONFIRMATIONS
We will send you a courtesy reminder either SMS or email 24- 48 hours prior to your appointment. If you don’t receive your SMS or email, please call us to confirm your appointment. If you haven't confirmed, we reserve the right to cancel your booking and give it to another.
7. WE MAY NOT BE ABLE TO GUARANTEE A CERTAIN TECHNICIAN
When making an appointment with Just Lashes, your booking may be allocated to any of our technicians. This is to ensure flexibility for our team members as well as for you. If you have a preference for a certain technician, we are happy to accommodate if we can but bare in mind that it may not be possible depending on the rosters that day and rosters may get switched regularly.
8. ACCOUNT IN CREDIT
Gift vouchers and packages are now able to be redeemed via our online booking technology. If you have account credits or other promotional vouchers please call, text or email us.
9. REFILLS FROM ANOTHER SALON - FOREIGN REFILLS
We welcome foreign refills and would love to take over the maintenance of your lashes. If you had you lashes done at another salon and are coming to us for a refill it is best to call us to discuss the best appointment for you so we allow the right amount of time. It is possible that we may not be able to work with your lashes, it is always our suggestion to have a removal and a new set. If we are able to work with them, please note that our Workmanship Guarantee is void, because the work is not all ours and we cannot be responsible.
10. CHILDREN IN THE SALON
It is best for your child's safety as well as your own, that children are not brought into the salon. Your eyes are closed meaning your child/ren are unsupervised. Your Lash Specialist is concentrating on your lashes which is an intricate skill and is also unable to supervise. We work with sharp tools and chemicals and it is not a safe environment for children. Please be mindful that if you do bring children with you, you do so at your own risk. If there is a hazard risk identified, your Lash Specialist may need to cancel your appointment.
11. OUR REFUND POLICY
Should you be unable to make your appointment and you give us at least 24 hours notice, your deposit or prepayment will remain as a credit towards a future booking. Please read and understand our Refund Policy.
12. 48 HOUR WORKMANSHIP GUARANTEE
We guarantee the quality of our workmanship for a 48 hour period after your treatment, as any faults will be apparent within this time. We always provide you an opportunity to inspect your treatment immediately after completion as the best time for you to identify areas that you may not be happy with and request a correction.
a) Contact must be made to us within 48 hours, by phone or email.
b) We will provide a repair to remedy the fault.
c) All claims must be validated by returning to the location who did the work, within 5 days from the original appointment.
Sometimes it can be difficult to determine whether a fault was due to workmanship, product, environmental impacts, improper aftercare or anatomy of the individual. We also kindly accept that our team are people and humans make mistakes. So we will offer to repair in good faith as long as contact is made within 48 hours, and help to troubleshoot the cause of the issue, so it doesn't happen again. If the fault occurs again, and it is determined that it is outside our control, such as aftercare and anatomy of the individual and we would suggest that you aren't a suitable candidate for the service. We cannot guarantee that you will like them or that they will suit you because this is personal. Please ensure you engage with your specialist during the consultation process as the final decision for example with lash extensions -design, length, shape, curl will be yours. Sometimes there are unique situations that require a unique solution. In all instances, we strive to achieve an outcome that is fair and equitable. Please talk to us about any concerns so we can work it out together.
13. OUR RIGHT TO CHANGE PRICES
We reserve the right to cancel or change prices and promotions at any time.
14. OUR RIGHT TO ACCEPT OR CANCEL
Just Lashes reserves the right to accept, cancel, decline or refuse a booking for any reason.
15. INVALID BOOKINGS
Some of our services are only valid when being added to another service such as Refill Boosts. Should there be an invalid booking we will require to cancel the appointment or change it to a valid service.
16. PATCH TESTING AND ALLERGIES
You may undertake a patch test at least 24 hours prior to your first lash appointment, to test for allergies and sensitivities. If you wish to waive this, you will need to confirm this on our consent and waiver form. Please note that while very rare, an allergic reaction can occur at any time and may develop over time, even if you have been getting lashes regularly for years. As a first timer, a patch test will not provide conclusive results and cannot be relied upon. Many clients have a negative patch test, but react when they have their full set. This is because at times, a person may need a higher level of exposure to the ingredient to invoke a response. Therefore it is important to understand that you are proceeding at your own risk. We do not offer refunds if you have had an allergic reaction and need your lashes removed. Unfortunately this is something that is outside of our control and there has been no workmanship faults. We do however, provide you with care and support and will remove your lashes at no cost. We always recommend to seek medical advice or visit your friendly pharmacist for advice if this happens to you.
17. INGREDIENTS USED
The main ingredients that are used in the bonding agent are Cyanoacrylate, PMMA, Carbon Black. If you have known sensitivities to these chemicals please do not proceed with lash extensions. We also use other cosmetic products such as cleansers and primers and gel pads under your eyes. If you would like an ingredient list please contact your local Just Lashes salon.
18. ARRIVE WITH CLEAN LASHES
We ask that our clients arrive to each appointment with clean lashes. This ensures that we use your appointment time applying lash extensions, rather than cleansing. If you arrive wearing mascara, or any other make up pressed into the lash-line, the time spent cleansing will reduce how many lash extensions are applied and there will be no discounts. In some cases, we may need to cancel your appointment altogether.
19. PROMOTIONS
Promotional Vouchers such as Lash Cash Cards and Gifts are valid one per person per booking unless otherwise stated. They cannot be redeemed for cash, non transferable, can only be redeemed at the nominated location, cannot be used with any other offer, subject to availability and the promotion can end at any time, Just Lashes reserves the right to cancel or change the promotion at any time.
20. STARTER PACKAGES
Not valid in conjunction with any other promotions, Lash Cash Cards or discounts. Refills expire 12 months after purchase. Should a client have refills available to redeem, but needs a new set, the refill available cannot be used to go towards a new set. However, the client can book and pay for a new set, and then the refill credit can be used after the new set has been applied.
21. WE RESPECT YOUR RIGHT TO PRIVACY
Just Lashes respects your privacy and will not use your information inappropriately. To read our privacy policy click here