Client Policy
As a client of Lashleys.Co, you are accepting the practices described in this Client Policy. The guidelines of this policy emphasises the agreement between the client and the service provider and is in addition to the contract all clients will need to sign before the first time of receiving that service.
I. Payment Acceptance
We only accept payments through our online payment system used for our website or in cash (in person). Lashleys.Co does not accept payments made through other platforms such as Venmo or CashApp. Our website payment system uses Shopify, however the customer does not have to have a Shopify account in order to make online payments. Clients may pay for the full appointment cost online while booking or pay the appointment balance in cash in person the day of their appointment.
II. Deposits
In the past Lashleys.Co required clients to make a deposit before booking for any eyelash extension full set, brow lamination, and lash lift appointment. Starting September 2021 deposits are no longer required for booking appointments. Instead, any client who is booking an appointment with us for the first time will need to pay their entire appointment cost online while booking. The client may use any discount code during checkout except for the discount code CASH. The discount code CASH is used for any client looking to pay for their appointment in cash the day of their appointment. All service, plans, product payments and deposits are NON-REFUNDABLE. Our payment system uses Shopify, however the customer does not have to have a Shopify account in order to make online payments.
III. Cancellations and No Shows
To cancel an appointment properly without infringing on the Client Policy guidelines we kindly ask our clients to contact their service provider or Lashleys.Co at least 24 hours prior to their appointment time to cancel their appointment. If a client contacts us within 24 hours of their appointment time a fee will be added to their checkout total when booking their next appointment. This fee will be half of the last appointment’s price.
On rare occasions did a client does not contact us ahead of time (at least 24 hours before their appointment time and date to avoid any added fees) to cancel their appointment and decided to participate in a ‘No Show’. All no show appointments will result in a fee of 100% of the total of the missed (‘no show’) appointment added to the total of their next booked appointment with Lashleys.Co.
All fees have no exception of being waived, cleared or deleted. If a client would like to book an appointment with Lashleys.Co and refuses to pay any fees they owe then their appointment will be cancelled and the client may not book again until all of their fees are paid.
Email: support@lashleysco.com
Phone: 925.984.3390
Instagram: lashleys.co
IV. Late Attendance
We are considerate that sometimes client’s are in a situation resulting in the client showing up later than the appointment time. We allow a 20 minute grace period for client’s to show up if the client contacts their service provider or Lashleys.Co that they are running late. If the client does not show up within 20 minutes of their original appointment time then the appointment will be cancelled and we will input into our system that the appointment was a No Show. This means the No Show fee will be added to the client’s checkout the next time the client wants to book an appointment. If a client does still show up past the 20 minute grace period, the client will be kindly asked to reschedule the original appointment as the service for the original appointment will not be performed at that time.
Email: support@lashleysco.com
Phone: 925.984.3390
Instagram: lashleys.co
V. Refunds
Once we receive an online payment for any service booking/appointment, plan, product payment or deposit, we will not issue a refund unless it is in accordance with one of our policies. If a client pays for a service/appointment ahead of time through our online store before the actual appointment time and date, if a refund is requested by the client unfortunately we will not refund the client. We will allow the client to reschedule their original appointment. Clients who already paid for an appointment before the appointment date and would like to cancel and reschedule their appointment will need to reschedule immediately after the cancellation of the original appointment. Otherwise their payment will be lost and will not be able to be applied to any future bookings.
On rare occasions was a client unhappy with the outcome of their service and we sincerely apologize on our company's behalf for any inconveniences. However, unfortunately Lashleys.Co does not offer refunds for services that have already been completed. We do not offer refunds for services, plans, product payments and deposits. It is simply the client's responsibility to review the results of their service, after the service has been completed and the client is still on the Lashleys.Co property. The client then has the ability and time to communicate with their technician on any changes or alterations they'd like to make. The technician will confirm if any changes or alterations can be done. Once a client exits the Lashleys.Co property no further alterations will be done free of charge, unless in accordance with another one of our policies. We strive to make every client satisfied with the results of their service, however if the non-desired results are achieved unfortunately we can not refund the client for their service.
VI. Two Day Lash Extension Service Rule
On rare occasions did clients notice a dramatic fallout of their lash extensions. The Two Day Lash Extension Service Rule allows client’s the ability to book an appointment to fix any dramatic fall outs free of charge. This appointment may only be booked within two days of the previous appointment before it is considered a fill appointment charged at full price. The client must book this appointment as a One Week Fill appointment. If a client notices any dramatic fallouts of their lash extensions and does not book for another appointment within two days of their previous appointment, then the appointment will be charged as either a Quick Fill or One Week Fill, depending on the service the client books. This is only available for lash extension services.
VII. Quick Fills
This is a one hour service. Quick Fills may only be booked within one week of the client’s previous appointment. Within the one hour timeframe, this appointment includes a lash bath, lash primer, lash application, and sealant. Quick Fill appointments do not exceed one hour, so we kindly ask our clients to think twice before booking a Quick Fill appointment.
VIII. Liability Waiver
When a client signs the Liability Waiver for lash extensions, lash lifts, and brow laminations, they are agreeing to all of the waiver’s terms. The client agrees to follow the contract’s guidelines including the procedure, aftercare, release of liability, along with the terms of this Client Policy and our other policies. Client’s may view their signed contracts through contacting Lashleys.Co, email below,
support@lashleysco.com
IX. Lash Lift Reversal Agreement
If the client had a lash lift appointment done by another service provider and if the lashes have been over processed, Lashleys.Co requires the client to have a Lash Lift Reversal before beginning the Lash Lift appointment. We do offer Lash Lift Reversal appointments, however the reversal appointment must be booked before the Lash Lift appointment. The cost of these services will be the price of the Lash Lift Reversal + Lash Lift.
X. Refusal of Service
Lashleys.Co reserves the right to refuse their services to any client. Things such as threats, inappropriate language, inappropriate actions, infringing on the guidelines of our policies or any other forms of disrespect will result in the refusal of service. Client’s will be contacted if they are no longer allowed to book with Lashleys.Co.
XI. Guests
When a client wants to bring another individual to their appointment, we kindly ask that the client contacts us ahead of time. If a client brings another individual unexpectedly then the client may be contacted after their appointment confirming this part of our policy. In extreme cases, the client may be dropped from our clientele and refused any future services.
Email: support@lashleysco.com
Phone: 925.984.3390
Instagram: lashleys.co
XII. Health Conditions
It is the client’s responsibility to inform their service provider of any health conditions that may affect their appointment. In our liability waivers we have included sections for clients to write any health conditions we need to be aware of.
XIII. Lost or Stolen Items
Lashleys.Co is not responsible for any lost or stolen items. If a client has forgotten an item at the appointment location, the service provider will try and find it. However, if the item isn’t found then clients are in agreement that the service provider and Lashleys.Co is not liable or responsible for any lost or stolen items.
XIV. Property Entry
If a client enters the Lashleys.Co property unlawfully and commits any inappropriate acts, then the client will be refused any future services and further actions may be taken.
XV. Foreign Fills
A foreign fill is an occasion where the client has received a lash extension service from a different service provider prior to their appointment with Lashleys.Co. On this occasion, the client still has the previous artist’s work on their eyelashes. We do request a client consultation with the Lashleys.Co service provider to evaluate the work that was performed by the previous lash artist. This allows us to evaluate if we can work with the lashes and technique used from the previous artist. If the Lashleys.Co technician decides the original technician’s work can not be worked with then we kindly ask that the client receives a removal followed with a new full set. The price of the appointment will be the removal price + the full set price.
XVI. Multiple Client Accounts
In order for us to maintain an organized online system and clientele we do kindly ask that clients do not make multiple client accounts. If we recognize a duplicate account for an individual, Lashleys.Co will contact the individual to confirm which account they would prefer to use. Due to our rule of one account per client, the client’s non-preferred account will be deleted from our system. This guideline is part of our Client Policy to prevent clients from the misuse of their Client Account or our Client Account online system.
XVII. Discount Codes
Any individual who is a healthcare worker, in the military, a senior citizen, student or existing client prior to the launch of the new website are eligible for a client discount. These discount codes are only available for eyelash extension services. In order for a client to receive their discount code the client will need to contact Lashleys.Co in order to verify their qualification for said discount. Once the verification has been approved the client is allowed to use their discount during booking checkout and their discount may be used for future appointments. Discount codes are only allowed to be used by those who are approved and granted permission to use them. Discount codes may not be shared with others who did not contact Lashleys.Co and receive an approval to use said discount code. If an individual shares a booking code with someone who does not qualify for that code then both individuals will be refused any future services from Lashleys.Co. To inquire for a discount we ask our clients to please contact us through phone or email as we do not approve discounts through Social Media platforms.
Email: support@lashleysco.com
Phone: 925.984.3390
Instagram: lashleys.co
XVIII. Overtime Appointments
Lashleys.Co does offer overtime appointments to clients. An overtime appointment is an appointment that has been booked during a time that wasn’t available on the booking calendar. When a client wants to book an overtime appointment there will be a fee of 20% of the appointment cost added to their appointment total.
XIX. Confirmation Texts
24 hours prior to the appointment date clients will receive a text message to confirm their appointment. If a client does not confirm their appointment within the 24 hour time frame their appointment will be cancelled. Confirmation texts help prevent any no call, no show appointments. If a client needs to make any changes they must do so 24 hours prior to their appointment, last minute changes will result in a 50% charge of the service fee. No call, no show appointments will be 100% of the service fee. To book for any future appointments, clients must pay their fees in advance.