Appointment Policy

CANCELLATION POLICY

I pride myself on giving my clients the best possible customer service.

If you reschedule or no show your appointment within 6 hours of your scheduled appointment time, you will be charged 100% of your service as a cancellation fee. Cancellations or rescheduling are made within 24 hours of your appointment, you will be charged $40 as a booking fee.

Please understand that when you forget or cancel your appointment without adequate notice, we miss the opportunity to fill that appointment time with standby clients who may be waiting. Our appointments are confirmed 48 hours and 26 hours in advance to try and avoid clients forgetting or missing their appointment. Please understand that it is your responsibility to remember your appointment dates and times to avoid late arrivals.

Sickness and Family Emergency cancellation policy

If you have 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 the staff and other clients, please do not come to your appointment 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. I understand the occasional family emergency may arise unexpectedly. A one time allowance of a last-minute cancellation or reschedule will be permitted for sickness or family emergency. After that, the cancellation and no show policy will be in effect.

LATE ARRIVAL POLICY

Please aim to arrive 5-10 minutes before your scheduled appointment (for parking) with clean/makeup-free eyes and lashes. Extra time spent cleaning your lashes will mean less time lashing. All appointments have been designed to allow appropriate time for full enjoyment of our services. Your late arrival limits our ability to offer the complete possible experience. Please be aware that late arrivals will shorten the service so the next client’s treatment is not affected. If your service is shortened due to your late arrival, you will still be charged the full cost of the service.

ReSCHEDULE your appointment:

Your appointment is very important to us and is reserved especially for you. We understand that schedule adjustments are sometimes necessary, therefore we respectfully request a minimum of 24 hours notice for rescheduling your appointment. Failing to do so will result in losing $40 for the booking fee.

If you need to reschedule your appointment for any reason, it may be more than 4 weeks after your last appointment and a full set will be required. However, we will try our best to put you on our next available appointment.

All confirmations are sent via email, please ensure you provide us with the correct email address to ensure you receive your confirmations and follow-ups.

Emails are sent in this order:

  • Initial booking

  • 5 days reminder – if you need to cancel or reschedule, please do so within this time

  • 26 hours before your appointment you will receive an email and a text message

WEARING EYE MAKE-UP TO YOUR APPOINTMENT

Please refrain from wearing eye make-up like mascara, eyeliner, or eyeshadow to your appointment. 

Please wash your lashes with a lash foam cleanser before coming to your appointment, for better retention and healthy natural lashes

OTHER ARTISTS' WORK

New to Libre Lash but currently have extensions from another lash artist?

Infills for lashes from other salons must have at least 20 extensions per eye (please book a New Client Infill appointment). In addition, the lashes’ condition must meet Libre Lash’s quality standards to provide the infill service. We’ll offer consultation if removal and a full set are a better alternative.

We are not liable for the services performed by other salons.

Infill Policy

We recommend our clients to come back every 2-3 weeks for their infill appointments to ensure their natural lashes remain healthy and your extensions stay looking full. We also educate our clients on proper aftercare of extensions to ensure each client gets the maximum retention out of their lash extensions. We do require 20 extensions remaining per eye to be eligible for our infill appointments. If a client has less than 20 extensions per eye, the infill appointment will be adjusted to a full set service at the current full set price if time allows or the appointment will be rescheduled to a future agreed upon time for when a full set appointment is available.

CHILDREN

Due to safety and liability considerations and limited space, we ask that you do not bring children to your appointment.

PAYMENTS

Cash is preferred however we also accept transfers.

PHONES

Please refrain from using your phone during your lash appointment. Due to the effort and concentration required for application and time constraints, I am unable to read your text messages or tell you who is calling while you are getting your lashes done.

AFTER HOURS APPOINTMENTS

Certain circumstances and seasons may leave you in a panic to squeeze in a last-minute lash appointment that is outside of our normal business hours. After hours appointments may be available on a case by case basis for an additional $30 fee. Please contact us directly to schedule your after-hours appointment.

Refund + Client Satisfaction policy

You are paying for artist time, product and other expenses used to provide you with a service. No refunds will be given for any reason on services or products.

If you are unhappy with a service or result 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 infill if it is the fault of the application or product.

Any issue brought up after 72 hours of your last appointment or if you failed to follow the proper aftercare instructions, a recommended fix will be offered but at the full price of the service recommended.

Overall, we pride ourselves on giving all our clients the best customer service. Thank you so much for your compliance and support!