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Salon Policy

Please ensure that you are up to date with our salon policies.

Cancellation and Appointment Policy:


Cancellations & Late Changes to Bookings: To cancel or make changes to your appointment, we require a minimum of 24 hours' notice during our off-peak season and 48 hours' notice during our high peak season (November - December).


Reminder Notifications: We will send you reminders via Email and SMS 48 hours before your appointment. Please confirm by replying promptly. Failure to confirm or late cancellations will result in a charge of 50% of the booked appointment. Kindly review the provided start time and service details for accuracy. If you believe there is an error in your booking, please contact us immediately.


Same-Day Cancellations: If you need to cancel on the same day as your appointment, a charge of up to 50% of the remaining appointment balance will be applied. Please be aware that last-minute cancellations make it difficult for us to fill the appointment slot, and this charge helps cover the impact on our schedule and staff wages. Last minute changes to appointments where we may be out of pocket may still incur a full fee.


No Shows: Missing your appointment not only affects us but also denies another client the opportunity. For no-shows, a booking fee will be charged as a cancellation fee, along with an additional fee totalling 80% of the booked service. Alternatively, your nominated card will be charged 80% of the service fee. Persistent no-shows without contact will result in a Salon Ban, and we reserve the right to decline rebooking.


Late Arrivals: Due to the precise nature of our services, appointment times are carefully allocated. If you arrive more than 15 minutes late, we may consider it a 'No Show' and have the right to cancel your appointment. If you foresee a delay, please notify us via phone or text.


Booking and Fees: Certain bookings may require a booking fee or deposit at the time of booking. This fee is non-refundable within 48 hours of the scheduled appointment time. New clients attending their first appointment are not eligible for booking fee refunds until after the initial visit. New client deposits may be reverted to an in salon service credit if the appropriate notice is given to cancel. Deposits on file are valid for 6months. If a late cancellation occurs and there is a deposit on the booking, the deposit will be absorbed as a part of the cancellation fee (note: additional payment may be required to cover the cancellation fee). By booking, you agree to our salon deposit and fee policies, aligned with ACCC guidelines.


Booking Guarantee: When you book with us, you secure a guaranteed spot in our calendar, ensuring availability for your chosen service. If an upfront booking fee or deposit is applicable, it contributes to our operational costs, including online booking service fees, staff wages, and product preparation – guaranteeing readiness to perform the selected service. Late cancellation fees also contribute to operational expenses.


Infills: Please select an infill time that aligns with your lash needs. Appointments beyond 4.5 weeks since your last infill will be subject to Full Set pricing. If previous lash work was done elsewhere, you'll require the "Infill from another Salon" service, regardless of whether Lush Lash & Co initially performed the service.


Allergies: If you have experienced allergies or adverse reactions to lash extensions at our salon or another, kindly inform us immediately. Eyelash Extension Glue allergies can worsen over time. Accurate completion of our consultation form is crucial, and please book a patch test if you have concerns. While Eyelash Extensions are generally safe, minor irritation may occasionally occur.

Refunds & Discounts: Lush Lash and Co reserves the right to physically review any work before providing a refund. We will not provide a refund (full or partial) until we have reviewed the work in person. Photos are not an acceptable way to review work in question. Any work over 4 days will not be considered for a refund. Any work exceeding 4 days may not be eligible for a complimentary  touch up due to the likely impact of aftercare and lifestyle factors.


Lush Lash & Co Rights: We retain the right to adjust appointments, prices, policies and services without prior notice.


New Clients: New clients will receive a link to a written consultation form in their first confirmation text (sent 48 hours before). All new clients must arrive 5 minutes early for a face-to-face consultation, including regular clients receiving a new service. Please keep us informed of any significant changes, such as medications, skin treatments, illness, injury, or pregnancy.


Product Patch Test: We recommend a Patch Test 48 hours before a new service to check for allergies. Contact us if you wish to book a complimentary Patch Test.


Treatment Refusal: We reserve the right to decline treatment for clients with contagious or infectious diseases, including but not limited to conjunctivitis, open herpes, open cuts, and cold sores.


Salon Etiquette: While we strive for a safe environment, we request that no children under the age of 12 be brought to the Salon. Our facilities contain potential hazards for unsupervised children. Additionally, we kindly ask all adults to exercise caution while moving around the Salon and getting on and off beds.

Return & Refund Policy

Please note we do not refund for change of mind.
Ensure you read the product description and information before use.
Use all products only as directed.
Additional information may be required.
We reserve our rights under the ACCC guidelines.

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