Client Salon Policies

Cancellation and Missed Appointments

No-shows and last minute cancellations enormously disadvantage our business. Unfortunately, when one client fails to show up without giving notice, they prevent another client from booking an appointment and leave us with an empty appointment.
We understand that emergencies happen and life is unpredictable. If you need to cancel your appointment;

  • We kindly ask that you give at least 48 hours notice.
  • There is a charge of up to 50% based on the therapy price for missed appointments and late cancellations which will be applied to your next appointment.
  • If you miss an appointment we may ask for an non-returnable deposit of 25% based on the therapy price you want to book in the future.

Patch Tests

We operate a strict Patch Test Policy following the industry advice, manufacturers instruction and our Insurance requirements.

  • A patch test will be required 48 hours before EVERY Lash Lift Treatment
  • We will ask you to have a patch test before your first Eyelash Extension appointment with us and possibly if you come back a long time since your last treatment.
  • Patch tests will be required 48 hours before your first tint treatment with us, if you have not had a tint treatment in over 6 months or if we change our products.
  • Following the Industry requirements we will re-patch test you if you have had COVID-19 OR a COVID vaccination since your last tint treatment.

Early and Late Arrivals

We make an effort to avoid long waiting periods in the salon and provide the best experience. Late arrivals can greatly effect other clients and our Therapists so we ask you to arrive on time for your appointment.

  • Clients arriving more than 15 minutes late may be imposed with a £10 fee
  • Clients arriving more than 30 minutes late may be asked to forfeit the original appointment scheduled and rescheduled for another time. Should your appointment be forfeited we will charge 50% based on the therapy price and apply it to your next appointment.
  • Please keep in mind that late arrivals can lead to a reduced therapy time and in some cases may mean that we do not have the time to complete the therapy to the best of our ability in the time available.

Eyelash Hygiene

We can recommend and retail an oil free Eyelash Extension friendly cleanser or MONU Eye Make-Up remover for natural lashes.

We kindly ask that if you are visiting the salon for any eyelash treatment including Eyelash Extensions, Lash Lifts or Eyelash Tints that you arrive with;

  • Clean lashes
  • Without mascara or eyeliner. If we have to take the time to remove your mascara before the treatment it may mean we do not have enough time to give you the best treatment and achieve perfect results.

Children and Audiences

Your treatment is ‘time for you’ and whilst we love children, the safety of children and client comfort are our biggest concern. In some cases we welcome children in to our salon and enjoy introducing them to the salon environment, however, it is not always appropriate. For insurance purposes we kindly ask that you;

  • Please do not bring children to any appointment unless agreed with your Therapist before hand
  • Please accept that children will not be permitted to accompany you to any appointments that include eyelash treatments. We cannot provide you with a service and watch the children and keep them safe

It can be a great opportunity to visit us with a friend or to ask a friend to join you in your appointment but we ask you to consider other clients and Therapists in the salon when bringing an audience with you. If you are planning to visit with more than one other adult please agree this with your Therapist before arriving.

Service Guarantee & Refunds

Your satisfaction is our highest priority. If you are not completely contented, please let us know during your treatment or within 24 hours after you have left your appointment. We are committed to making any needed corrections and if there was a fault on our side, to offer you a refund.

Health History

Your safety is paramount to us. Please be aware that some therapies may be unsuitable or may cause problems for you if you have health complications, so we may have to refuse or modify treatments accordingly. We will ask you to complete an online Consultation Form which will be sent via email. Consultations help us keep you safe and are for in case of emergencies.

For your comfort and safety, please notify your Therapist if you have allergies, any physical issues or disabilities, or if you are pregnant before your appointment.

If you experience discomfort or any other symptoms during your treatment, please alert you Therapist immediately. 

Right to Refuse Service

Our Therapists have the right to refuse service to anyone behaving improperly, intoxicated, or if their health may influence the effects of the service.

Using Mobile Phones During the Treatment

Mobile phones are important to all of us for many reasons particularly in emergencies. We welcome the use of mobile phones in the salon but kindly ask you to consider;

  • Keeping your mobile phone on silent to avoid disrupting other clients experiences and Therapists working
  • Keep conversations low in volume to avoid disruption to others and for your own privacy
  • Keeping your mobile phone in your bag to give you a completely relaxing treatment away from busy life will give you a more enjoyable experience with your Therapist
  • If you are visiting us for a manicure please consider that your Therapist will find it difficult to complete your service to the highest standard without both your hands
  • During treatments where products are applied to your eyelashes you are unable to open your eyes. Please be advised that using your mobile phone during these treatments is difficult and may risk your safety.