Cancellation Policy

At the time of booking you will be prompted to pay a 50% deposit to secure your appointment.
The deposit you will be asked to pay is non refundable and must be paid 7 days prior to your appointment. The deposit comes off the total of your appointment on the day.

Your deposit is transferable onto other appointments if you cancel more than 48 hours prior to your original booking or if you reschedule more than 24 hours prior to your original booking. If you cancel or reschedule inside of the time period your deposit is non- transferrable and will be deducted as a fee.

If you choose to cancel or reschedule with less than 12 hours notice or do not attend your appointment you will be charged the full cost of your appointment (100% of the price remaining).

Refund Policy

At Maisy’s Lash and Brow Lounge we strive to ensure you get the lashes and brows of your dreams which is exactly why we conduct an in depth consultation prior to starting your services.

If you are unhappy with your results when we hand you the mirror at the end of the service please let us know! We want you to feel confident and beautiful when you leave the salon. Leaving it until after you have left to let us know can extend the time frame of us rectifying the circumstances.

If you feel uncomfortable bringing it up face to face we totally understand, confrontation can be daunting. We always appreciate the feedback and we just want to ensure you end up with a result that you love.

Our process of fixing your results is as follows:

  1. We will need photographic evidence of the issues you have with your finished results. We require clear, well-lit photos from multiple angles showcasing the problem so that we can determine the best way to fix it.

  2. We will arrange a time for you to come back to the salon so that we can physically assess the problem. During this time we will also take photos to document the problem. If it is a retention issue with your lashes we will also carry out some different tests to determine if it is genuinely our fault your lashes have come out and also check your account to ensure you have purchased a lash certified cleanser from us.

  3. During this appointment we will review the best way to rectify the problem and also discuss any additional charges involved if the problem was not at the fault of your lash artist.

  4. If you are still unhappy with the final result and would prefer a refund we would require clear photos of any issues you have had with your service with screenshots of the exact time and date the images were taken, proof that you purchased the recommended aftercare from our salon and a full written description of the problems you encountered with your service. These documents as well as your signed consent form and photographs taken by your technician will be submitted to our insurance company for further investigation and they will decide the outcome.

Please keep in mind the terms and conditions you agreed to in the consent form that is filled out prior to your first appointment. We are also able to provide you with a copy of this document at any time.

Allergies

Allergies to eyelash extensions are more common than you think! Generally allergies to eyelash extensions develop overtime, also known as a contact allergy. You could be a regular lash client for 20 years and then suddenly you react after your appointment.

At Maisy’s Lash and Brow Lounge we offer patch testing to determine if you will have an allergic reaction to having your lashes done. During this procedure 10 classic lashes are applied to each eye and you will be given a 24 hour monitoring window where we ask you communicate any allergic reactions to us. If you do react its only to 10 lashes instead of 150-200 lashes so generally the reaction is mild. Although patch testing can help determine if you are allergic to eyelash extensions, it is not a definitive answer and there still is a possibility you may react. It is always recommended that you have a patch test with us prior to booking in for an extension appointment at Maisy’s Lash and Brow Lounge.

If you have an allergic reaction a free removal will be offered as soon as possible.

We also offer an alternative to generic eyelash extension adhesive! We stock a UV activated adhesive that 80% of clients with allergies don’t react to. This adhesive cures under a LED UV light. The concentration of the UV light is a fraction of the UV exposure from the sun but all precautions are taken to minimise uv exposure to your skin during the service. If you have any questions about this process please contact us to learn more!