1. Bookings

1.1 All appointments can be booked online, by phone, or in person.

1.2 A valid contact number and email address are required to secure a booking.

1.3 We may require a deposit or card details to confirm certain bookings. This will be communicated to you at the time of booking.

1.4 Please arrive on time. Late arrivals may result in a shortened treatment time to avoid delaying other clients, and full service price will still apply. Arrivals more than 15 minutes late may be treated as a no-show at our discretion.

2. Cancellations & No-Shows

2.1 We understand that plans change, and we ask for as much notice as possible if you need to cancel or reschedule.

2.2 Cancellations made within 24 hours of your scheduled appointment will result in a 50% charge of the scheduled service.

2.3 Missed appointments (no-shows) will be charged 100% of the scheduled service.

2.4 By making an online booking, you agree to these cancellation terms.

2.5 Cancellation charges may be deducted from a stored card, deposit, or invoiced separately, and must be settled before any future appointment is confirmed.

2.6 Repeated late cancellations or no-shows may result in a requirement to pre-pay for future bookings, or refusal of future service.

2.7 We reserve the right to cancel or reschedule an appointment due to staff illness, emergency, or circumstances beyond our control. In such cases, you will be offered the next available appointment or a full refund of any deposit paid.

3. Patch Tests

3.1 A patch test is required at least 24–48 hours prior to any tinting, lash lift, or lamination service for new clients, or for returning clients who have not had the service in the last 6–12 months (per product manufacturer guidelines).

3.2 We reserve the right to refuse treatment if a patch test has not been completed, or if any signs of sensitivity or reaction are present.

3.3 It is the client's responsibility to disclose any known allergies, sensitivities, medical conditions, or medications that may affect the treatment.

4. Health, Eligibility & Client Responsibility

4.1 Certain treatments may not be suitable for clients who are pregnant, breastfeeding, or have specific skin/eye conditions, allergies, or are using certain medications (e.g. Accutane/retinoids). It is the client's responsibility to disclose this information accurately prior to treatment.

4.2 We reserve the right to decline or modify a treatment if we believe it is not safe or suitable to proceed.

4.3 Clients must disclose any previous adverse reactions to lash, brow, or tinting products.

4.4 Results vary from person to person depending on natural lash/brow condition, hair growth cycles, and aftercare. We cannot guarantee identical results between clients or between appointments.

4.5 Clients are responsible for following provided aftercare instructions. We are not liable for reduced treatment longevity or reactions resulting from failure to follow aftercare advice.

5. Minors

5.1 Clients under the age of 18 must have written parental or guardian consent prior to treatment, and a parent or guardian must be present for the consultation and, where applicable, the treatment itself.

5.2 Certain services may not be available to clients under a minimum age at our discretion.

6. Pricing & Payment

6.1 Prices are as listed at the time of booking and are subject to change without notice. The price applicable is the one confirmed at the time of your booking or displayed in-clinic on the day.

6.2 Payment is due in full at the time of service unless otherwise agreed (e.g. package or course payments).

6.3 We accept cards (Visa, Mastercard, AMEX), and cash. Additional surcharges may apply to certain payment types.

6.4 Prices for add-ons or upgrades requested during the appointment will be charged in addition to the base service price.

7. Gift Vouchers & Packages

7.1 Gift vouchers are valid for 12 months from the date of purchase unless otherwise stated, and cannot be redeemed for cash.

7.2 Prepaid packages/courses are non-transferable between clients unless approved by management, and are non-refundable except as required by law.

7.3 Unused sessions in a package do not roll over or extend beyond any stated expiry period.

8. Refunds & Redos

8.1 Due to the personal nature of our services, we do not offer refunds for change of mind once a treatment has been performed.

8.2 If you are unhappy with the result of your treatment, please contact us within 48-72 hours so we can assess and, where appropriate, offer a complimentary adjustment, redo, or partial refund at our discretion.

8.3 Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy you have under the Australian Consumer Law (ACL), including the guarantee that services will be provided with due care and skill and be fit for purpose. Where a service fails to meet a consumer guarantee, you are entitled to a remedy under the ACL regardless of clause 8.1.

8.4 Redos or remedies will not be offered where the outcome has been affected by the client's failure to follow aftercare instructions, an undisclosed allergy/condition, or normal variation in natural lash/brow growth — provided this does not conflict with your rights under the ACL.

8.5 Product retail purchases may be returned unopened and unused within 14 days with proof of purchase, in addition to any rights you have under the ACL.

9. Hygiene & Safety

9.1 We follow strict hygiene, sterilisation, and infection-control procedures in line with relevant health regulations.

9.2 Please inform us prior to your appointment if you are unwell (e.g. cold sores, conjunctivitis, or any contagious condition) so we can reschedule to protect your health and the health of other clients and staff.

9.3 We reserve the right to refuse or discontinue treatment where we believe a health or hygiene risk is present.

10. Photography & Marketing

10.1 We may take before/after photos of treatments for training, insurance, and portfolio purposes.

10.2 These images will only be used publicly (social media, website, advertising) with your explicit consent. You may decline or withdraw consent at any time by notifying us.

11. Personal Information & Privacy

11.1 Personal information collected (name, contact details, health information relevant to treatment) is collected and handled in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), and is used solely for the purpose of providing safe and effective services. It will not be shared with third parties except as required by law or as reasonably necessary to provide the service (e.g. booking software providers).

11.2 By providing your details, you consent to us contacting you regarding appointment reminders, confirmations, and — where you have opted in — promotional communications in accordance with the Spam Act 2003 (Cth). You may opt out of marketing communications at any time.

11.3 Health information (e.g. allergies, skin conditions, medications) is treated as sensitive information under the APPs and is only collected with your consent and only where relevant to providing the treatment safely.

12. Liability

12.1 While every care is taken, to the maximum extent permitted by law we do not accept liability for any adverse reaction, injury, or damage arising from a treatment where the client has failed to disclose relevant health information, failed to follow aftercare, or where the reaction was not reasonably foreseeable.

12.2 We recommend a patch test and full disclosure of health history to minimise risk of adverse reaction.

12.3 Nothing in these Terms excludes, restricts, or modifies any guarantee, right, or remedy conferred on you by the Australian Consumer Law or any other applicable law that cannot lawfully be excluded. Any limitation of liability in these Terms applies only to the extent permitted by law.

13. Conduct

13.1 We reserve the right to refuse service to any client displaying abusive, threatening, or inappropriate behaviour towards staff or other clients.

14. Governing Law

14.1 These Terms are governed by the laws of New South Wales, Australia, and the laws of the Commonwealth of Australia. Any disputes will be subject to the non-exclusive jurisdiction of the courts of that state/territory.

15. Changes to These Terms

15.1 We may update these Terms from time to time. The current version will always be available on our website / in clinic, and continued use of our services constitutes acceptance of the updated Terms.

16. Contact

For any questions regarding these Terms, please contact us by phone, email or in person.