Due to the industry I am in, please understand that your appointment time was set aside just for you. Appointments made within the studio mean that I’ve reserved space, time and myself specifically for you. I run on a tight schedule to ensure all my clients get their treatments done on time to work with both mine and their schedules. I understand that sometimes certain things are out of your control and emergencies do happen. However, please plan ahead and according to your appointment as reasons like being stuck in peak traffic is not a valid excuse to be late. Cancellations and no shows have a significant impact on my small business and I hope that you can understand my need to enforce my policies and that it is never personal.
 
DEPOSITS - I require a 25% non-refundable deposit when making a booking as that secures and locks in your appointment spot. The deposit will go towards your payment total on the day. Deposits are final and can't be used for your next appointment if you have to reschedule or cancel less than 24 hours. If your cancellation or rescheduling is made with more than 24 hours notice, your deposit can be used when rebooking for a new appointment. However, please note that the deposit can only be used once per rescheduling and cannot be repeatedly rolled over if you reschedule multiple times.
 
CANCELLATIONS - I send out a confirmation text/email 48 hours before your appointment that requires you to reply with “yes” in order to confirm your appointment. I require a minimum of 24 hours notice in order to cancel or change an appointment otherwise this results in your deposit being lost and can’t be used when making a new appointment. This is due to having such little notice, it’s difficult to fill your space with another client in less than 24 hours.
 
LATE CLIENTS - I offer a 10 minute window past your appointment time subject to if there is availability. Please call/text me if you know you’re going to be late so I can advise whether I can still do your appointment or if we’ll need to reschedule as this can affect the next client’s treatment time. However, any later than 10 minutes with no contact will be classed as a no show resulting in your deposit being lost and charged 75% of your treatment total.
 
NO SHOWS - Clients who don’t show up to their appointment will result in their deposit being lost and charged 75% of their treatment total. This will need to be paid before any new appointments are made.
 
RIGHT TO REFUSE SERVICE - The safety of my clients and myself is my top priority. With being a shared space with another business, I reserve the right to refuse service to anyone if I feel that you pose a health or safety risk. This includes but is not limited to contagious illness (such as a new, continuous cough or a fever) or rude/inappropriate behaviour.

BRINGING KIDS - I completely understand that juggling schedules can be tricky, especially with little ones. However, I kindly ask that you avoid bringing children to your appointment. The studio has many products and equipment within easy reach that can be both valuable and potentially hazardous. Having a calm, distraction-free space helps me focus fully on giving you the best results possible. Since I also share the space with another business, it's important we maintain a relaxing atmosphere for all clients. If children are brought to your appointment against this policy, your appointment may need to be rescheduled or cancelled. In this case, the cancellation will be treated as a no-show and you will be charged 75% of the treatment cost to cover the lost time.

UNDER 16 - Clients under the age of 16 require parental consent and will need to sign a form to receive any treatment at the studio.

NEW CLIENT OFFER - The 20% new client discount applies only to first-time clients and is valid for their first treatment booked. This offer does not apply to memberships, packages or bundles. The discount must be applied at the time of booking through our online booking system. The offer cannot be redeemed or applied after the appointment date or upon arrival at the clinic. This promotion cannot be combined with any other discounts, offers or loyalty rewards. We reserve the right to modify or cancel this offer at any time without prior notice.

CLEAN BROWS & LASHES - Please arrive to your brow or lash appointment without any makeup on the area. If I need to remove any makeup such as mascara, this will result with a $15 cleaning fee on top of your treatment total as this is not included in your appointment and takes time away from your overall treatment.
 
NO CAFFEINE - It’s advised for lash appointments to refrain from having any caffeine as this can cause you to be jittery and your eyes to flutter/twitch resulting in you not being comfortable or relaxed throughout the appointment. This can impact the application of extensions/products being applied correctly and safely, which can impact the end results.
 
INFILLS - Must have minimum 40% of lashes left and be less than 3 weeks to be considered an infill appointment. If there is less than 40% and you are booked in for an infill, you will be charged a full set.

AFTER HOURS AND PUBLIC HOLIDAYS - For appointments booked outside of regular studio hours or on public holidays, there is a $30 fee to help cover the additional studio use. Even if your appointment is short like a 20-minute brow shape - the hourly fee still applies. If your appointment runs longer than one hour, an additional fee may be charged but don’t worry, you’ll be advised of any extra costs in advance.
 
TOUCH UP / ADJUSTMENTS - If you experience extreme lash extension fall out within 48 hours after receiving treatment, I am happy to offer a free touch up infill within my discretion.
 
REFUNDS - Due to the time and products invested in every treatment, I’m unable to offer refunds. However, your satisfaction is important to me, so I’m happy to provide touch-ups or adjustments if needed to ensure you’re happy with your results.
 
Please review the following studio policies carefully. By booking an appointment, you confirm that you’ve read and agreed to these policies. These guidelines help ensure a smooth experience for both you and other clients and support the quality of service I strive to deliver.
 
 
Thank you for choosing Estrella Brow & Lash Studio!