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. TECHNICAL ISSUES
If you hit technical issues - send a quick email to and we'll look after it.
3. A DEPOSIT OR PREPAYMENT IS REQUIRED FOR NEW SETS AND NEW CLIENTS
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:
a) Pre-pay for your appointment in full at the time of booking. If you're booking for a new set, we offer a 10% discount. Please choose carefully and ensure you can make your appointment before selecting this option. We offer this discount to guarantee us that the appointment will proceed.The full payment will be forfeited if you no show or late cancel. Changes are accepted with at least 24 hours notice. 10% off offer is not valid on public holidays or Sundays or with Gift Voucher purchases or redemptions.
b) Pay a $25 (less than 1.5 hrs) or $50 (over 1.5hrs) deposit for your required service and pay the remainder at your appointment. The deposit will be used as a cancelation fee if you cancel with less than 24 hours notice, or no show.
4. PREPAYMENT REQUIRED ON SUNDAYS AND PUBLIC HOLIDAYS
Due to high costs of operations on these days, we may require that all appointments be prepaid in full. Promotions including the 10% off offer is not valid on public holidays or Sundays, unless otherwise stated.
5. 24 HOURS NOTICE REQUIRED FOR CHANGES
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 no show or cancel within 24 hours, your booking fee is redeemed as a late cancellation fee. For any client who hasn't paid a booking fee or prepayment, $25 will be added to your account to pay at your next appointment. No changes or cancelations are allowed within 24 hours for prepaid services, this means you will forfeit the entire prepayment. If you make a late cancellation and we do manage to fill your appointment we will be unlikely to charge you the late cancellation fee so it is best to let us know at your earliest opportunity.
6. NON TRANSFERABLE
Prepayments, credits, packages and vouchers are non transferrable between Just Lashes locations.
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 on 1300 790 898. If you haven't confirmed, we reserve the right to cancel your booking and give it to another.
8. WE DON'T GUARANTEE A CERTAIN SPECIALIST
When making an appointment with Just Lashes, your booking may be allocated to any of our highly trained specialists. This is to ensure flexibility for our team members . If you have a preference for a certain specialist, 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.
9. ACCOUNT IN CREDIT
Gift vouchers are now able to be used via our online booking centre. If you have prepaid credits, packages or promotional vouchers please call, text or email us as we need to over-ride the system to apply your credits.
10. REFILLS FROM ANOTHER SALON
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. 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.
11. 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.
12. URGENT CONTACT
If the 1300# is not being answered or the wait time is long, please text your location and they will get back to you.
13. OUR REFUND POLICY
Our booking fee, pre-paid services and gift vouchers are not refundable....but you can change your day and time (with 24 hours notice). Should you be unable to make your appointment and you give us at least 24 hours notice, your booking fee or prepayment will remain as a credit towards a future booking. Please read and understand our Refund Policy for your benefit.
14. 48 HOUR 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 chemical make up of the individual. 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 chemical make up of the individual and we would suggest that you aren't a suitable candidate for the treatment. 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 on 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.
15. OUR RIGHT TO CHANGE PRICES
We reserve the right to cancel or change prices and promotions at any time.
16. OUR RIGHT TO ACCEPT OR CANCEL
Just Lashes reserves the right to accept, cancel, decline or refuse a booking for any reason.
17. INVALID BOOKINGS
Some of our services are only valid when being added to another service such as Refill Boosts and Coloured Lashes. Should there be an invalid booking we will require to cancel the appointment or change it to a valid service.
18. PATCH TESTING
We suggest a patch test 24 hours prior to your first lash appointment, to test for allergies and sensitivities. If you wish to waive this, you will need to complete an Indemnity Form. Please note that an allergic reaction can occur at any time and may develop over time. A patch test will not provide conclusive results and cannot be relied upon. Therefore it is important to understand that you are proceeding at your own risk. We do not offer refunds if your have an allergic reaction and need your lashes removed, so it is always best to have a patch test.
19. 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.
20. 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.
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.
22. LASH ADDICTS STARTER PACK
Not valid in conjunction with any other promotion, including the 10% off for prepayment, Lash Cash Cards or advertised discounts. Refills expire 6 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 refill credit can be used after the new set has been applied as long as it is within the 6 months expiry.
23. WE RESPECT YOUR RIGHT TO PRIVACY