Deposit, Cancellations & Policies

ARRIVAL

Please aim to arrive on time for your appointment. This means not early, nor late, as we work back to back so will not be able to answer the door until your allocated appointment time. Please arrive on time as you have a designated time slot. Your appointment is more than enough time to ensure you receive your treatment. Lateness will eat into your appointment time, but you will still be charged full price. If you are early you are welcome to message us to confirm whether we are free to see you early.

Please arrive with clean/makeup free eyes and lashes. Extra time spent cleaning your lashes will mean less time lashing. If you arrive after your scheduled appointment time, we will not be able to extend your booked service; if your service is shortened due to your late arrival, you will still be charged the full cost of the service however may not be able to fulfil the outcome of the appointment. If you are more than 15 minutes late, your appointment may be cancelled and your deposit will be forfeited. In situations where you have not paid a deposit, the cost of your missed service will be payable before your next booked appointment.

APPOINTMENTS

All appointments are allocated a designated time frame based on the service itself. It is essential that you let us know at the time of booking or as soon as possible if you need to change the allocated time frame. For example, if you are booked in for a light fill but think you need more time, please let us know asap that you need to upgrade your appointment so we can ensure we schedule enough time and can fulfil the appointment. If you do not let us know then you will be scheduled and will receive the assumed expected refill.

If you wish to change the extensions or service you are going to receive (for example wanting to upgrade to volume, or change to classics or a lift, etc) please let us know asap so we can alter the appointment time. If you arrive on the day and decide to change, we cannot guarantee we will have the right amount of time needed.

REFUND POLICY

All services and retail items are non-refundable in all circumstances. You are paying for the artist’s time, product and other expenses used to provide you with a service. If you are unhappy with a service, you may contact us within 72 hours of your appointment to discuss your concerns and if a fix can be done to address your concerns, it will be done so with a complimentary 30 minute express touch up if it is at fault of application. Any concerns addressed after 72 hours of your last appointment, or if you failed to follow the proper aftercare instructions, will be charged at full price for the service.

 

OTHER ARTIST’S WORK

We cannot guarantee we will be able to fill other salons work. If you currently have lashes on from another salon you MUST make us aware of this before booking the appointment to ensure we have enough allocated time.

Our number one priority is the health of your natural lashes. In order to create beautiful and safe sets of eyelash extensions, we ensure each extension applied is customised to each natural lash, the appropriate lengths and thicknesses are used, they are all only ever applied to one natural lash and our clients follow the correct aftercare for a healthy and hygienic lash line.

Due to the unrelated nature of the eyelash industry we see a lot of work that does not meet our quality and standards. In order to refill another lash artist’s work we must ensure all the previous points are correct and the natural lashes underneath are healthy. If one or more of these things are not correct then we will not refill the lashes and will only progress by removing the existing extensions and applying a new set.

Please be mindful that what you see with your eyes open verses the workmanship we can see from a birds-eye view looking at the base of the lashes can be very different. We will take photos and show you our concerns before progressing or removing the existing lashes.

Please note if we can refill another lash artist’s work there will be a $20 transfer fee added to the refill to allow for the extra time needed to assess and match the work. This is a one off added to the first refill from another salon. We also do not guarantee the lashes (as per our refund policy) if they are being refilled from another salon as there is different sets of workmanship.

 

CANCELATION AND RESCHEDULING APPOINTMENTS

A minimum of 48 hours’ notice is required to reschedule or cancel a booked appointment without penalty. If less than 48 hours’ notice is given, your deposit with be forfeited. In situations where a deposit was not paid, the full cost of your missed appointment will be due before we will allow you to book another appointment. This policy is in place as we need to protect the business, our income and our other clients. When you cancel or reschedule last minute, the short notice stops us being able to refill that appointment as well as other clients missing out. Thank you or your understanding.

Please be respectful and let us know as soon as possible if you can no longer attend your appointment. No shows will not be rebooked until the full cost of the missed appointment is paid as well as the full cost of the new appointment.

 

DEPOSIT/BOOKING FEE POLICY

All appointments require a 50% booking fee at the time of booking to secure the appointment. The remainder is due on the day. This is to protect your time that is set aside especially for you, as well as to protect our time which books up quickly. In turn, we promise to keep appointments on time, give you full and undivided attention and of course, some of the best lash work Melbourne has to offer!

Booking fees are non-refundable in all circumstances. If 48 hours’ notice is given for cancellations or rescheduling then the booking fee can be transferred to a new appointment. If you are more than 15 minutes late to your appointment your appointment will be cancelled, this will also forfeit your booking fee. Please read the “cancelation and rescheduling appointments” section to cover the terms of your booking fee.

A copy of your card is kept securely on file with a third party. This ensures no shows can be charged at 100% and future booking fees can be taken. We DO NOT have any access to your card details for anything other than this booking system and even then ALL staff only have access to the last 4 digits. There are no refunds permitted for booking fees, forfeited fees, no show 100% charges. By booking your appointment you agree to this and understand this policy (as well as all others)

 

SICKNESS

If you, or another person in your household, has an infectious or contagious illness, please contact us as soon as possible to reschedule your appointment for a later date. For your safety and that of staff and other clients, please do not come to your appointments sick. If it is assumed you are currently sick, your appointment may be cut short or cancelled and rescheduled for when you are healthy again as well as your deposit being forfeited. Sickness is the only exception to our cancellation policy. Out of goodwill, we will allow each client one reschedule with less than 24 hours’ notice due to illness. Your deposit will not be forfeited and will transfer to your next appointment IF you provide a doctors certificate within 48 hours of the missed appointment.

 

COMMUNICATION & PRIVACY

Your privacy is a priority, your details will be kept secure and private. They are for MesmerEyes Melbourne only and will not be sold or given to any third parties. Photographs and images will be taken before, during or after the appointment. These images are for our records and business purposes mainly but may also be used in marketing, educational or promotional material so we can show off your beautiful new lashes! Your contact details will be used for essential communication like reminders, aftercare, and updates on MesmerEyes Melbourne that we think you will be interested in, but don’t worry we will not spam you. You can reply to specific emails to unsubscribe, but please be aware this may change your permissions for future essential communication like reminders and confirmations.

 

PREGNANCY AND CHEMO

If you are pregnant or have received chemotherapy in the last six months, you must tell us at the time of booking. Not only are you more sensitive to a reaction, but there are very few, if any, medications that can help alleviate the reaction or reduce the symptoms. We strongly recommend organising a patch test 48 hours prior to your hoped appointment.

 

ALLERGIES

If you have previously had an allergy or irritation to eyelash extensions, please discuss this with your therapist at the time of booking so we can discuss whether it is a good idea to progress.

Although irritation isn’t ideal, you can still get eyelash extensions and we can use different methods to prevent it from happening again. However if you have experienced an allergic reaction, it is rare you will be able to have extensions again. All adhesives are similar so although the ratios of ingredients will differ, they are all still present so will still cause an allergic reaction. Sensitive adhesives can only be used when you are likely to experience irritation not an allergy.

 

PATCH TESTING

Like most things in life, allergies and reactions happen. They are not common, but there is always a chance they can occur. Whilst getting eyelash extensions there is a small chance you can be allergic to any part of the service, including but not limited to the cleansers, primers, eye pads, tapes, lashes and adhesives used. Poor application of extensions whereby the lashes are not isolated correctly or stuck too close to the lash line can also cause irritation like symptoms.

You are not obligated to attend a patch test, although we highly encourage them. They are also a courtesy for anyone that may be concerned or would prefer to have a patch test first. If you would like a patch test, you are required to attend a small appointment at least 48 hours prior to the appointment.

It is important to note that even a patch test will not guarantee to show an allergy. There is a difference between being exposed to the amount of products used in a patch test compared to the full application, however it is a measure of due diligence.