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!
There is a 1.1% 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 which we don’t entirely pass on to our clients). We also accept cash to avoid the card surcharge.
We accept Afterpay with a 5% admin fee on any products or services. When checking out with afterpay please ensure that you mention this to our reception team at checkout.
Children Attending Appointments
Unfortunately we have a no children under 12 years old attending appointments policy.
This is due to all our appointment types are based around laying on your back with your eyes closed for extended periods of time, so it is not possible to supervise your child. Our staff are also not trained or permitted to supervise children and our insurance will not allow us to have unsupervised children.
Our salon is a beautiful space but it is not safe for children, with things like sharp tweezers, hot wax and strong glues in each of the treatment rooms.
We have also found it’s much better for our clients being able to fully unwind at their appointment, kid free and relaxed.
NOTE: This policy extends to the waiting area where we also cannot supervise or allow children under 12 years old to be without a parent supervising them.
Please do not bring 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.
Changes to Lash and Brow Artist
We do our best to keep you with the lash and brow artist that you booked with, and 95% of the time that won’t change. However due to things like team members having sick days or unexpected scheduling issues we may need to move your booking to another lash and brow artists – but rest assured that we’ll always put you with someone of equal skill level, and with detailed notes on how you like your lashes or brows plus all the same products and equipment, you’ll get the same beautiful results that you’re used to while getting to try someone new.
To secure a booking in salon or over the phone we ask for 50% as a booking fee for bookings over $50 which is deducted from the total appointment cost. For bookings under $50 we ask for the full booking amount. The appointment can be rescheduled or the booking fee 100% refunded when 12 hours or more notice is given and can be paid via cash or credit card.
All online bookings are taken with a small $1.25 booking fee which is deducted from your appointment when you’ve completed your booking. This booking fee is transferrable if you move your appointment, and refundable if you cancel your appointment with at least 12 hours notice.
There is no fee to reschedule or cancel a booking when at least 12 hours notice is given, and you can do it easily from within our Lash Spa app with a few clicks anytime day or night.
Note: Trying to cancel or reschedule a booking from the app within our 12-hour cancellation window will not work and fees will apply.
We are one of the only Gold Coast salons open on a Sunday due to the very high cost of wages on Sunday (around $60 per hour). To help cover this cost we have a small 5% Sunday surcharge which only applies to services (not products) that will be automatically added at checkout. This 5% surcharge is waived for new clients on a Sunday.
Any discount codes or offers can also not be used on Sundays.
We offer a variety of payment plans at The Lash Spa. Please note a 5% administration fee is applicable for all payment plans to cover the extra accounting fees on our back end.
Last Minute Cancellation/ No-Show Policy
- First and second last-minute cancellation: Giving less than 12 hours notice to cancel or reschedule a booking means the 50% booking fee will not be refunded – or if booking on the app you will be charged 50% of the booking.
- Third and any future last-minute cancellations: If you have previously had 2 or more last-minute cancellation fees, further fees will be charged at 100% of the booking price and online booking access via our app and our website will be disabled. To make future bookings a 100% upfront booking fee will be required over the phone via credit card.
- Sunday last-minute cancellation/no-show: Due to the incredibly high cost of wages on Sundays any last-minute cancellations (with less than 12 hours notice) or no-shows on a Sunday will be charged at 100% of the booking including the 5% Sunday surcharge.
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 (for example if your workplace may call you in for a shift or you have a child in daycare or school who may be sent home sick with no other care option than yourself) then it’s best to book a time when you know you will be able to make your appointment. Or try a spur of the moment booking on a less busy day like a Monday or Tuesday to see if we have availability, rather than booking in advance and forgetting about your appointment until it’s too late.
We do understand that life gets busy and things can unexpectedly come up, but as a small business we have that time set aside with staff who need to be paid and many other running costs so we feel that our cancellation fees are very reasonable – if you ever do a last-minute cancellation or no-show please know that there’s never any hard feelings! We always look forward to seeing you back in the salon and appreciate all our wonderful clients 🙂
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 plenty of notice that you cannot attend your appointment so we can fill your spot with another client.
Cancelling a booking due to Covid-19 – After incurring losses continuously for 3 years, our company cannot continue to waive no-show fees for cold and flu symptoms or covid-19. Unfortunately, we receive so many last minute cancellations using covid-19 as an excuse that we’ve had to implement firm policies to ensure we can pay our staff. Our cancellation window is very generous which is 12 hours (other businesses in our industry require 24- hours). For example, if you have a 9:30am booking – you have the ability to cancel or reschedule that booking before 9:30pm the night before which we believe is plenty of time if you are starting to feel cold and flu symptoms to reschedule your booking. The salon does not need to be open to receive your call to move the booking as you can reschedule with the click of a button from our online booking system or app. You also cannot send an email to reschedule since we may not read it until the next day – please make any changes with our online booking system or app here.
We understand there are some rare instances where you may develop cold and flu symptoms within the 12 hour period. In those cases we still cannot waive the fee. Our no-show fees will still be applicable regardless of your diagnosis so we can cover our staff member’s wage. That booking slot has been reserved for your appointment whether you come or not. If you think there’s a chance you may develop cold and flu symptoms within the 12 hour window – it would be a better idea to book a same-day appointment when you are certain you will be healthy enough to attend the booking.
The Lash Spa often keeps a team member available for same-day appointments. With these policy in mind we ask you to please think carefully whether you can agree to this policy before booking in and confirming an appointment as we are firm on these policies.
If you receive a positive covid-19 test within our 12 hour cancellation fee window – You are required to abide by the government guidelines and isolate at home until you are well. There will still be cancellation fees applicable as the team member has been reserved for you and needs to be paid.
Canceling Part of a Service During Within 12 hours – Since each appointment slot will reserve a team member, and a private treatment room for the entirety of your booking, it is not possible to cancel part of an appointment or downgrade to a lesser service within 12 hours of that booking. If you do, then our normal cancellation/no-show policy will be used (which you can read about above) so you will either be charged 50% of that service (or the difference in service price), or 100% depending on the day or amount of no-shows the client has done.
For example, if you’ve booked a full set of lash ‘just in case’ you do need a full set, and then decide a few hours before that you actually only need a lash infill, then you will still be charged for the infill plus 50% to 100% of the difference between the infill and full set. Another example is if you book a lash infill with brows and then decide you don’t need the brows anymore – you will still be required to pay 50% to 100% of the brows since that time has been reserved for your appointment.
You can however replace a service with another service of the same value if time permits – for example you could swap out a brow shape and replace it with a lash boost instead.
If you are unsure of what service to book, then please don’t hesitate to give our friendly and skilled reception team a call on 0756891919 – they will be able to guide you on the correct service to book.
No-Showing or cancelling a complimentary touch-up
If a client is booked in for a complimentary touch-up service to rectify any issues from a previous appointment and then does a no-show or last-minute cancellation we cannot offer another appointment at no cost. Please do not book an appointment if you’re not certain you can make it.
The Lash Spa is located in Varsity Lakes, Queensland and as such, ALL appointment times seen on the app or online booking system, or those sent via text, email or viewed within the app are in QLD’s AEST (Australia Eastern Standard Time) – if you’re coming to us from another timezone (such as clients from NSW who for part of the year switch to Daylight Savings Time AEDT – Australian Eastern Daylight Time) then any time conversion is the clients responsibility.
No matter where you’re viewing our app or online booking system from (even if you’re on the other side of the world) the appointment times will always show in AEST. So for example, if the app or online booking system says 1pm, then that is at 1pm here in QLD – you will also receive a text and email with your booking info, and a confirmation the day before your appointment – all of these will be in AEST time.
If you’re unsure then please call us to book, or to double-check your appointment time.
Please understand we do not have the ability to know where each client lives and send any in a different timezone a converted appointment time.
Treat Points Validity
Treat points are our system for rewarding regular clients with free services where each dollar you spend on service equals one treat point – basically, every 15th appointment will be covered by treat points! However, these points will expire if an account remains inactive for a 6-month period. So if a client doesn’t make any visits to the salon for a 6-month period, their treat balance will be automatically reset.
If you don’t bring your Treatcard to appointments and we are unable to scan it then we will not be able to add the points at a later date – so if you’re worried you’ll lose it then you can store a photo of the barcode on your phone which we can scan at checkout. If you’ve lost your Treatcard then a replacement is just $2.
Coupons, Vouchers, and Promotional Gift Cards
We occasionally send out offers to clients who opt-in to our marketing mailing list, or put promotional gift cards in goodie bags at events around the Gold Coast. These are valid anytime except Sundays and during the month of December.
This does not include regular gift cards loaded with cash (which are treated just like any other form of payment so can be used anytime)
Please note that some of the promotional gift cards will also have specific terms designated to that offer with a url printed on the card directing clients to those terms.
We are generally booked out on Thursday to Saturday – especially before events such as Easter, Christmas and New Years. 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 by phone on 0756 891 919 – we may be able to shuffle another appointment by 5-10 minutes to make space for you to get in.
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, or around 5 minutes early. To keep our day running smoothly we do stick strictly to appointment times. Late arrival will result in a shorter treatment time. Less time = fewer lashes. Clients will be expected to pay the full treatment cost.
Arriving late to an appointment that cannot be shortened due to product processing time (e.g. lash lift and tint, brow lamintion), may result in your appointment being rescheduled and missed appointment fees applied.
Bringing friends to your appointment
We don’t mind if you bring a friend or family member to your appointment, however, seating is limited in the reception area and we need to ensure there is enough seating for our clients, so we will ask that during your appointment they either wait in your treatment room or go to one of the local cafes or even sit by the beautiful lake.
From time to time we will do quality control checks on the work of our team members – even those who have been with us for years. This is to ensure consistently incredible levels of work being produced by our team. A quality control check is quick, simple, and quiet so you may not even notice. Basically, a team member will just enter the treatment room near the end of a service to have a quick look at the result. You may feel your lash artist comb through your lashes to display there are zero stickies, evenness of application, and symmetry.
Please be assured these checks are not due to lash artists being new or inexperienced – we only have talented and experienced technicians as part of The Lash Spa team – this is simply the best way to ensure we keep our standards higher than our clients expectations.
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 recently done 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.
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. Our guarantee will not apply to clients with known lash adhesive or other allergies – allergies are out of our control so cannot be included in the guarantee. Please read our refund policy below in great detail.
If a client requests a refund for any reason, future bookings from that client will be prohibited and that user account will be disabled – this is simply because if we’ve failed to provide you with lashes you love and you’ve requested a refund, then we don’t want to have the same thing happen in future so save both your time and ours. Requesting a refund of your service will void future booking opportunities at The Lash Spa. We always do everything in our power to provide amazing quality services and always go above and beyond to ensure our clients are happy, but we cannot offer a refund more than once.
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 well 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.