LASHES BY SOPHIE TERMS AND CONDITIONS
Lashes by Sophie is staffed by qualified and experienced personnel, dedicated to ensuring we can take care of your needs. As we are unlikely to fill a cancelled or rescheduled appointment at short notice, a cancellation fee of $40 applies if cancelled within a 48-hour window regardless if you are sick or unable to attend. If you cancel more than 1 appointment inside our cancellation window you will be required to pay the full appointment amount and 50% of the following. Please only call or text to cancel emails that do not get found in time.
A full appointment fee will be charged if you no show your appointment if you wish to continue to come to lashes by Sophie. If you wish to cancel or reschedule and message or call us outside of business operation hours we cannot assist you with this as we do not staff or man our phones or social media outside the hours of Monday-Friday 9am – 5pm.
Please note that all booking fees are non-refundable no exceptions the booking fee amount will be held onto your account for a later date or can be redeemed in products in the salon.
Appointments outside hours incur a 15% fee on top of your appointment amount. This includes both before or after-hours appointments. Confirmation of these appointments is subject to managements discretion.
LASH LOSS & FIX UPS
We take no responsibility for poor care of your lashes this includes but is not limited to incorrect skincare and unauthorized lash cleanser not purchased from us. If you do lose a larger amount of lashes and it is deemed to be uncertain the cause we will offer a 5-day guarantee, you must revisit us at an offered time by us to retain the fix-up. If you cannot return to us inside the salon policy fix up window we, unfortunately, cannot deem if it is any fault of our own and you will not be able to claim the free fix-up. As refunds are not given we will only rectify what the client is unhappy with within a suitable time frame (5 DAYS).
Please arrive 5 minutes prior to your appointment as a courtesy to your lash technician. If you do arrive more than 10 minutes late we will, unfortunately, be able to service your appointment time and you will be required to pay the cancellation fee as your appointment was not able to be completed due to no fault of the business. We will not perform our highly precise services on clients in a rush as we need time to produce quality work in the correct time frames.
If you arrive to your appointment with no lashes or less than the amount needed for your booked slot we will unfortunately need your appointment rescheduled, we cannot perform our high quality under rushed situations or not enough time. You will be required to pay for that appointment due to a lost appointment space for our salon.
If you for any reason no show us and we are unable to contact you inside the first 15 mins of the appointment we will mark you as a no show. If you no show and no contact is able to be made you will be banned and unable to return until the account no show is settled. Your card held to your account will be charged the full appointment amount 24 hours after the no show. If you no show us and answer and hang up you will not be seen by us again.
REMINDERSOur System sends out auto-reminders both as emails and texts. If your cancellation is after that it is considered inside the 48 hours. It is highly recommended you take care of any changes to your appointments outside of this timeframe as you are then considered inside the cancellation or change period which incurs a fee. It is your responsibility to ensure we have your correct details both phone and email to ensure you receive all appropriate appointment correspondence. Our Automated text message is not a direct line to our salon and we do not get any replies to this system it is merely a reminder message. Cancellations are not accepted this way.
FOREIGN INFILLS AND LASHES
We do not refill or fix other salons work due to the dangers in products mixing and insurance limitations. To ensure you get the full experience with us we request you book removal and a full set to see us. Removal and full set bookings are done in two separate bookings.
We accept CASH, EFTPOS & AMERICAN EXPRESS. We also offer 'buy now, pay later' payment methods including AFTERPAY, SALONPAY & ZIPPAY. AFTERPAY, SALONPAY & ZIPPAY has a minimum spend of $100 if you are wanting to use AFTERPAY, SALONPAY or ZIPPAY on the day of your appointment we have a minimum of $100 on these payment options.
We do not offer refunds under any circumstances on goods or services if you are unhappy with the service you must say so while at the appointment not once you have left the salon and had a change of mind. We are more than happy to rectify any issues or concerns but it is extremely difficult to do so if you have left in days and we are unsure what has been done to the lashes.
Under no circumstances will staff tolerate abusive language or behavior via phone call, text message or face to face. If you are seen to be doing this you will be asked to leave the salon failure to do so will result in police presence. Staff are here to do a job and deserve every curtsey in doing their job and enforcing policies. You will be banned indefinitely from Lashes By Sophie.
If you by chance come down unwell prior to the appointment we request you reschedule 7 days after known sickness. If you arrive at an appointment sick staff have the right to ask you to reschedule and leave for their own safety and those of their families.
Medical Procedures to do with the eye region must be within a 21 day period of your appointment. If you arrive at your appointment without notice to Lashes by Sophie we will have to reschedule your appointment and the charge of your full appointment will be forfeited as we will not be able to fill your appointment space. This is for the safety of yourself. A doctors clearance will also need to be shown at the arrival of your appointment or prior.
If you have had or have been requested to have a COVID-19 test we request, you reschedule 7 days from the test for our own safety and those who visit our salon.
AGE LIMITS AND RESTRICTIONS
We unfortunately are unable to service you if you are under the age of 16 due to insurance limitations. If you are between the ages of 16-17 years old you will need a parent or guardian to sign for you.
We recommend a patch test if you have never had eyelash extensions applied before with us, if you choose to not participate in this you personally take on this liability of risk.
We, unfortunately, cannot accept clients to have guests to their appointments due to COVID-19 limitations. Our salon follows our strict COVID-19 safe plan and we, unfortunately, cannot accommodate any extra people inside our salon not getting services.
FOOD AND DRINK
We ask no food or drink be bought inside our salon to ensure we maintain our high standard of infection control.
We pride ourselves on an extremely high standard when it comes to aftercare, and will explain it in full when you visit us. We have a formulated skincare range that is completely lash friendly so the use of anything outside of this we cannot ensure any longevity with your lashes. Should you have concerns with the current skincare you use we are more than happy to explain why or why not it's affecting your lash retention. We take no responsibility for incorrect care of the lashes once you have left us and wet or care inadequately for them.
BY CLICKING NEXT YOU ARE AGREEING TO ALL OF OUR POLICIES ABOVE
Any questions? Please contact us at email@example.com or alternatively 0459 038 037 for more information, we look forward to seeing you in-salon.
Team Lashes by Sophie x
You will receive a text message reminder before your appointment