Bookings & Cancellation Policy
Due to the nature of our business, we have a strict cancellation policy in place to be fair to all guests. We ask that all guests respect and agree to our policy before engaging in service from us.
A non-refundable booking fee is taken on all appointments (Booking fee amount varies depending on the treatment booked $50 or $100). Your booking fee can be held for your next appointment or used towards the treatment that day. Booking Fee’s are held for all new and ongoing appointments at Lash & Brow Exclusive, including guests on payment plans.
The time for your treatment is reserved especially for you, we understand that sometimes you may need to change your appointment and we kindly ask that a minimum 48 hours’ notice be given. You will forfeit your booking fee If you change, reschedule or cancel the appointment with less than 48 hours. We are very strict with our cancellation policy as guests who cancel within short notice, not only cost the business but stop others from having the opportunity to make an appointment at that time. Thank you for understanding.
We have a strict no show policy. If you have not shown up to a confirmed appointment you will forfeit your original booking fee ($50 or $100). For a new appointment to be made a 50% service amount will be held as a non-refundable booking fee. This is redeemable at your completed appointment.
Cancellations are accepted only by phone call or sms to 0428 558 812. We often don’t answer the phone as we are with guests so please leave a message. We will get back to you as soon as we are not with a guest. Please note this could be at the end of the same day.
Simply saying you were not aware of our cancellation/refund policy will not be accepted as you must read & agree to it to when booking your appointment online, it is also sent as a link to read in your appointment reminder SMS and email.
Arrive 5-10 minutes prior to your booked appointment time. This allows you time to relax, use our amenities and remove any eye make-up if you forgot to NOT wear eye make-up that day.
For new guests this also allows enough time to fill out new guest forms.
If you arrive late, unfortunately your appointment will not be extended.
Phones must be on silent during your appointment.
Try not to have caffeine prior to your appointment so you can relax
Due to the nature of our work, hazardous equipment used and insurance guidelines, it is not appropriate for children or friends/family to accompany you at your appointment. If you bring a child to your appointment you will be asked to reschedule and this will result in your booking fee being forfeit.
Gift Voucher Policy
All gift vouchers purchased from Lash & Brow Exclusive expire 12 months from the purchase date. (Vouchers cannot be redeemed after expiry date) Gift vouchers are non-refundable and can only be used in exchange for service’s or retail products (not redeemable for cash). Cash will not be given for any unused balance – it will be applied as a credit on your account with us. Treat this card like cash. Defaced, altered, lost or stolen vouchers will not be replaced, refunded or redeemed.
Whilst every attempt is made to ensure our guests are happy and satisfied with their new beauty enhancement, we realise that beauty is a very personal choice - as such, an in-depth consultation always takes place before any treatment.
As our consultation, treatment’s and after care provided are highly thorough, no refunds will be given under any circumstances for all services provided by Lash & Brow Exclusive, even in the unfortunate event of allergic reactions.
No refunds or returns on all beauty products due to health and safety standards (unless the product is deemed faulty).
We offer you a Lash Love Guarantee!
We’re certain that you’ll fall in love with your lashes, or we will fix them for free. If you are not 100% happy with your result, notify us within 3 business days of your original appointment and we will give you a free touch up service within 7 days to ensure you are satisfied.
If you contact us outside of the 3 business days from the original appointment, fee’s will apply.
Our prices are subject to change at any time without notice.
We reserve the right to change any terms, conditions & policies at any time.