Due to the industry I am in, please understand that your appointment time was set aside just for you. At Estrella Brow & Lash Studio, appointment times are reserved exclusively for each client. These policies are in place to ensure appointments run smoothly, respect everyone's time and allow me to provide the highest standard of service. I understand that sometimes certain things are out of your control and emergencies do happen. Please plan accordingly for your appointment, as arriving late due to avoidable delays such as traffic may impact your appointment time and treatment. 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 - A 25% non-refundable deposit is required to secure all appointments. Your deposit will be deducted from your treatment total on the day of your appointment. Deposits are non-refundable. If you reschedule or cancel your appointment with at least 24 hours notice, your deposit may be transferred to one new appointment. Deposits may only be transferred once and cannot be repeatedly rolled over to future appointments. Please note if you reschedule or cancel your appointment with less than 24 hours notice, your deposit will be forfeited and cannot be transferred to a future booking.
 
RESCHEDULES -  Appointments may be rescheduled with a minimum of 24 hours notice. Rescheduling within 24 hours will be treated as a cancellation and the applicable cancellation fees will apply.
 
CANCELLATIONS - I require a minimum of 24 hours notice in order to cancel or change an appointment otherwise this results in your deposit being forfeited 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.
 
CANCELLATIONS (6 HOURS) - Cancellations made less than 6 hours before your appointment will be classed as a late cancellation, resulting in your deposit being forfeited and 75% of the appointment total being charged to the card on file. This is due to having such little notice, it’s difficult (almost impossible) to fill your appointment space.
 
LATE CLIENTS - Please call or text the studio as soon as possible if you are running late. If you arrive late, your appointment may need to be shortened, modified or rescheduled to avoid impacting other clients. The full treatment fee will still apply, regardless of whether the full treatment can be completed. Clients arriving more than 10 minutes late or where there is insufficient time to complete the service safely, will be considered a no-show. In this case, your deposit will be forfeited and 75% of the appointment total will be charged to the card on file. 
 
NO SHOWS - Clients who fail to attend their appointment without notice will have their deposit forfeited and 75% of the appointment total charged to the card on file. This will need to be paid before any new appointments are made. Future appointments may require full prepayment. 
 
CARD ON FILE AUTHORISATION - By booking an appointment with Estrella Brow & Lash Studio, you authorise the studio to securely store your card details on file and charge the card associated with your account for any applicable cancellation, late cancellation, rescheduling or no-show fees in accordance with these policies. 
 
REBOOKING AT YOUR APPOINTMENT - If you decide to rebook your next appointment at the time of your current appointment, you will not be required to pay a new deposit. However, if you later cancel with less than 24 hours’ notice, cancel within 6 hours (late cancellation) or no-show, the applicable fees will be charged to your card on file 
 
WRONG SERVICE BOOKED - Clients are responsible for selecting the correct service when booking online. If the incorrect service has been booked and there is insufficient time to complete the desired treatment, the appointment may need to be modified or rescheduled. Applicable cancellation or rebooking fees may apply where insufficient time has been allocated.

NO ADDITIONAL GUESTS - To ensure a calm, focused and safe environment, all appointments are for the client booked only. Please refrain from bringing friends, children or additional guests to your appointment, as the space and time are dedicated solely to you and your treatment.
 
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 other businesses, 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 - Clients under the age of 16 require written consent from a parent or legal guardian before receiving any treatment. A parent or legal guardian must complete and sign the required consent form prior to the appointment. 

ALLERGIES, MEDICAL CONDITIONS & CONTRAINDICATIONS - Clients must inform Estrella Brow & Lash Studio of any known allergies, medical conditions, medications, recent eye infections, cold sores, skin sensitivities or any other factors that may affect their treatment prior to their appointment. If there are any signs of infection, irritation, open wounds, compromised skin or any contraindications that may affect the safety or suitability of the treatment, Estrella Brow & Lash Studio reserves the right to decline or postpone the service. Patch testing is recommended for clients with known sensitivities, previous reactions or concerns regarding potential allergies. While every precaution is taken to provide safe and suitable treatments, allergic reactions and sensitivities can occur and Estrella Brow & Lash Studio cannot guarantee that reactions will not occur.

RIGHT TO REFUSE SERVICE - Estrella Brow & Lash Studio reserves the right to refuse, postpone or discontinue any treatment where it is considered unsafe or inappropriate to proceed. This includes but is not limited to clients displaying signs of a contagious illness or infection, presenting with contraindications, allergic reactions, open wounds, broken skin or irritation in the treatment area, appearing to be under the influence of drugs or alcohol, behaving in a rude, aggressive, abusive or otherwise inappropriate manner towards myself, other clients or neighbouring businesses. If treatment cannot proceed for any of these reasons, Estrella Brow & Lash Studio reserves the right to charge the applicable cancellation or rescheduling fees in accordance with these policies. 
 
CLEAN BROWS & LASHES - Please arrive to your brow or lash appointment without any makeup on the area. If the studio needs to remove any makeup such as mascara, this will incur 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.
 
PRICING - Estrella Brow & Lash Studio reserves the right to adjust pricing, services and treatment offerings at any time. Current pricing will be confirmed at the time of booking. 
 
DISCOUNTS & PROMOTIONS - Estrella Brow & Lash Studio reserves the right to correct any pricing or promotional errors and may introduce, modify, extend or discontinue any discounts, promotions, packages, memberships, loyalty rewards or special offers at any time without prior notice. Unless otherwise stated, promotions cannot be combined with any other offers, discounts or loyalty rewards. Discounts and promotional offers are only valid during the specified promotional period and must be applied at the time of booking or before the appointment is completed. Discounts cannot be applied retrospectively after a service has been completed or exchanged for cash. 
 
INFILLS - Infills are only guaranteed on lash extensions originally applied by Estrella Brow & Lash Studio. Infill appointments require a minimum of 40% of lash extensions remaining and must be booked within 3 weeks of the previous appointment. If these requirements are not met, your appointment will be upgraded to a full set and charged accordingly.

RETURNING WITH DAMAGED WORK - Estrella Brow & Lash Studio is unable to guarantee the results or condition of work that has been altered by another salon or technician. Clients returning with damaged, poorly maintained or foreign work may require additional removal, correction or a full new service. Additional charges may apply.
 
ADJUSTMENTS & TOUCH UP - Any concerns regarding your treatment should be communicated before leaving your appointment wherever possible as this allows adjustments to be made while you are still in the studio and ensures the best possible outcome. Where appropriate, an adjustment or touch up may be offered at the discretion of Estrella Brow & Lash Studio. Complimentary adjustments do not apply to changes of mind, personal preference, incorrect service selection, failure to follow aftercare instructions or damage caused by external factors. Adjustments cannot be guaranteed after the 48 hour timeframe and any additional services required outside of this policy may incur the applicable service fee. 
 
REFUNDS - Due to the personalised nature of beauty services and the time, products and expertise involved in each treatment, refunds are not offered for completed services. Your satisfaction is important to Estrella Brow & Lash Studio and any concerns regarding your results should be communicated as soon as possible. If you have any concerns, please contact the studio within 48 hours of your appointment so the service can be assessed and an appropriate solution can be discussed. Refunds will not be provided for changes of mind, personal preference, failure to follow aftercare instructions or results affected by factors outside of the studio’s control. Results may vary between clients due to individual factors including natural hair growth, skin type, lifestyle, medications, hormones and aftercare. Completed services are considered accepted unless concerns are communicated within the timeframe outlined above. 
 
Please review the following studio policies carefully. By booking an appointment, you confirm that you’ve read and agreed to these studio 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!