Service Policy

To make changes to or cancel your appointment, please follow the link in your confirmation email.

If you have to cancel due to changes in your schedule, we would appreciate if you could notify us at least 12 hours before your scheduled appointment. 

We respect and value your time, and we hope you will extend the same courtesy to our lash artists and clients who are on waitlist. 

A text reminder will be sent to you a day before your appointment. Please reply to confirm as we will give up slots to clients who are on our waitlist.

Please be informed that all deposits are non refundable if appointments canceled in less than 24 hours. With a no-show, two late cancellations or rescheduling (less than 3 hours before), a pre-payment will be required to confirm your future appointment.

You can reschedule no less than 12 hours before your appointment, otherwise the deposit will be forfeited.

The time allocated for your appointment ensures you have a comfortable experience and includes your initial consultation, lash service and payment. Our lash stylists endeavour to deliver the lashes you desire. 

Please arrive promptly for your appointment so there is sufficient time for your lash service. It would be unfair to you to walk away with less than satisfactory results, and if our lash stylist has insufficient time to deliver the lash service of your choice.

If you are late for your appointment, your stylist will work with the time available.

If you are uncontactable prior to or 15 mins into your appointment, we will unfortunately have to cancel your appointment.

To achieve the best results, refills can only be done within a certain time frame. Hence refill sessions should be no longer than 3 weeks (21 days) apart, unless otherwise stated.

Depending on the refill you choose, a refill will take between 30-75 minutes to complete. Your stylist will work within the timeframe to complete the work. The actual refill time may vary depending on the condition of the current lash set.

Due to various technical reasons, we advise against refills on another artists’ work. However, we may be able to accommodate or provide assistance based on each unique situation.

We apologise we are unable to accommodate your request if you have cluster lashes applied or if your lashes are more than three weeks old.

Please contact us to discuss your needs and allow us to evaluate your suitability for refills. As we will need more time to arrange your lashes, an extra charge of $20 will apply.

It is important to understand that eyelash extensions may not be suitable for everyone. Eyelash extensions may carry inherent and possible risks including, but not limited to; redness, itching, swelling, and/or other symptoms of ocular distress that are beyond your lash practitioner’s control and responsibility.

Please consult a medical doctor if you have an ocular/existing medical condition, and do not attempt eyelash extensions if you are unsure.

The Lash Company reserves the right to refuse service to any client whom we deem not suitable for the treatment.

If you have any concerns or are experiencing any issues with your lashes, please contact us within three working days of your appointment date.

A follow up consultation will be arranged within the week to resolve your situation. Depending on the nature of the situation, we will attempt to remedy the issue. 

We seek your understanding in the event we are unable to accommodate a weekend or evening timing due to prior appointments. 

We regret no refunds for services will be rendered. Your payment covers products used and the time and experience of your lash artist.

Please note we will not be held accountable for any lost personal belongings in the premises.

We understand you have your preferences and may be more comfortable with your preferred stylist so we endeavour to secure your appointment with them. 

On occasion, they may give in to a bout of cold or have personal matters to attend to. In the unlikely event your appointment is affected, we will contact you to reschedule or arrange another stylist for you.

Our stylists are required to go through professional training and have at least 200 lash hours achieved before serving you.

We are confident all our stylists will provide the lash service of your choice, until your next appointment with your preferred stylist. 

The Lash Company reserves the right to refuse service to any client who is verbally abusive to our staff.