Lounge Policies

When to Arrive

Please arrive 10 minutes prior to your appointment, this will give you time to fill out any

necessary forms and ensure we start your appointment on time. Unfortunately, arriving late will result in cutting into the allotted time for your service, resulting in a non-guarantee of a competition. If your service is not completed, your technician will request you come back to finish the service within 3 days of the original booking.

Refunds

Please note all Lash Up services are nonrefundable. We would be happy to rectify any concerns under our 3 day satisfaction guarantee by oﬀering you a complimentary fix. Please note if in the unfortunate occurrence irritation were to occur such as an allergy or irritation from the application, a refund will not

be provided as these occurrences cannot be predicted nor prevented. Please disclose any past irritations or allergies to your technician so any alternations, if any, can be made.

Stamp Cards/ Lash Packages

Stamp Cards- We do not back date stamp cards, please ensure you are providing your stamp card upon checkout. For every 5 fills you’ll get your sixth fill 30% oﬀ.

Lash Packages– Only valid for the option purchased, applicable fees will be applied if diﬀerent option is booked outside of original package.

Cancellations/No Show Policy

For all services, we require a 4hr cancellation notice. For all cancellations within 4 hours, there will be a 50% charge for the appointment. If you cannot make your appointment and fail to notify us, 100% of the appointment will be charged. A credit card is required on file to schedule all appointments, for those not wanting to leave a credit card on file, a lash package needs to be purchased. If the client were to no show or cancel within 4 hours, one top up/ fill will be redeemed from their package. If you do not comply with our cancellation policy or no show your appointment the card on file will be charged.

Extensions From Other Lash Studios

Unfortunately, because our goal is to ensure high-quality lashes, we do not work on lashes done elsewhere. This ensures you’re receiving only the best in products and lash application. We would however, be happy to remove your current lashes and start fresh! In order for us to be able to guarantee our work, the work must only be done by Lash Up studios.

Satisfaction Guarantee

If you are dissatisfied with a service done by us, please don’t hesitate to reach out with any questions or concerns. Here at Lash Up customer service is number one! If your lashes aren’t shaped the way you’d like, or the length isn’t quite what you expected, we encourage you to call us within the first 3 days following your appointment so we can have you back in for a complimentary 30 minute appointment. If you find your lashes are shedding drastically within the first 3 days please contact us for a complimentary fix. Please note you should be loosing 2-3 extensions per day, this is normal. In order to qualify for a fix appointment you must call us within 3 days of your previous appointment, a fix can be booked up to 1 week after the initial appointment. If your concerns are surrounding fullness, at the fix appointment the technician will ensure every natural lash that can be lashes is lashed, if all lashes are in fact lashed, the client must move into a more dramatic set to achieve fullness.

Less than 30% (Top Up & Fill Appointments)

In the unfortunate event you return for a top up or fill with less then 30% of your extensions remaining, unfortunately you’ll require a full set as the technician can not physically get your lashes to 100% in the allotted time. As a valued guest you have the option to simply proceed with the top up or fill, or alternatively have a full set applied. If your technician has time to accommodate a full set she will do so, most times however we do not, as a result the technician will do what she can in the time she has, we will then schedule you to return within 3 days to have the application finished, at the time of check out you’ll be charged for a full set! Please note clients less then 30% are not eligible for a complimentary fix.

Groupons

We have a strict one per person rule with all groupon vouchers. Please refer to the fine print section of our groupon campaign. Promotional value expires 180 days after purchase. Amount paid never expires. Appointment required. If a voucher has already been used another voucher can not be used as a gift. Lash Up studio strictly only accepts one voucher per person no matter the service type. Merchant’s

standard cancellation policy applies (any fees not to exceed Groupon price). Limit 1 per person. Valid only for option purchased. Merchant is solely responsible to purchasers for the care and quality of the advertised goods and services.

Membership Holders

Membership holders require a credit card on file. Please note our membership is like any other membership, it renews on the same day every month. Please note that membership clients are welcome to book top up services weekly (once per week). If you would like to return within 1 week of your previous appointment the appointment will be a paid service with a 40% discount! For clients less then 30% we require you to book a full set, a 40% discount is offered on full set bookings for membership holders. Please note if you arrive to your appointment with less then 30% of your extensions remaining your technician will recommend the full set option. Please note the following:

Fix appointments are not offered/ available for clients less then 30%.
Clients less then 30% have the option to continue with a fill instead of full set but must understand their lashes will not be 100% complete, no fix service can be offered and the client is still restricted to booking once per week.
Membership clients are included under our cancellation policy. If you cancel your appt within 4 hours you will be charged 50% of your service total. If you no show an appointment, 100% off the service fee will be charged to the card on file. If the card on file declines the cancellation fee must be paid prior to your next appointment.
Our lash cash membership does not include, wet lashes, spikes, anime lashes, colour lashes or fantasy lashes. These services (add on’s) are available for a lash add on fee of $10 per addition.
Membership cancellations/ alteration or freezing of the account requires 30 days notice to terminate membership.

Lash Cash Membership $225/Monthly

Weekly top up’s any style (excluding fantasy, wet or anime lashes)
Priority Booking
40% off full sets (excluding fantasy, wet or anime lashes)
15% off all other services (waxing, PMU, lamination, threading, henna, dermaplanning, jelly masks)
Monthly Complimentary Jelly Mask
Wet, anime, spikes or colour lashes included for lash “add on” fee ($10 per add on style)

Elite Membership $283/ month

Weekly top up’s any style (including fantasy, wet and anime lashes)
Priority Booking
40% off ALL full sets
15% off all other services (waxing, PMU services, threading, henna etc.)
Monthly Complimentary Jelly Mask
15% off nail services
1 complimentary teeth whitening service per year (terms & conditions apply)