ARRIVAL

Please aim to arrive 5-10 minutes before your scheduled appointment time with a clean/makeup-free face, if necessary for the service you are here for, (eyes/lashes/brows). Extra time spent removing makeup means less time for the treatment. 

If you arrive 10 minutes after your scheduled appointment time, it may not be possible to extend the time available for your booked service or you may have to cancel/reschedule your appointment. Please understand this because often our technicians have back to back appointments, meaning a specific time frame, and often change our own personal schedule to suit your calendar. If your service is shortened due to your late arrival, you will still be charged the full cost of the service.

 

Please Note: Our store is not a safe and appropriate place for children so we'd appreciate it if you don't bring children with you into our treatment room, please.

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SICKNESS OR FAMILY EMERGENCY

Keep in mind we work very closely with customers. If you, or another person in your household, has an infectious or contagious illness, please contact us as soon as possible to reschedule/cancel your appointment for a later date. For your safety and of our staff and other clients, please do not come to your appointments sick. If it is assumed you are currently sick, your appointment may be cut short or cancelled/rescheduled for when you are physically healthy. 

A one-time allowance of a last-minute cancellation or reschedule will be permitted for sickness or a personal emergency. After that, the cancellation and no-show policy will take effect.

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RESCHEDULING + CANCELATION + NO SHOW

When you have made an appointment online, it does not mean that your booking is accepted, not until it is confirmed by us. You will receive a booking confirmation from us, Rosedale Lash and Brows. As a courtesy, appointment reminders are sent out 72 and 24 hours either by text, email, or both. 

Reschedules/cancellations must be made before your service date at a minimum of 24 hours notice and during our working hours, for no penalty and a new appointment time/date would be subject to availability. 

If you cancel the appointment, you will be charged 100% of your deposit as a cancellation fee. If you reschedule or do not show up to your scheduled appointment, you will be charged 100% of your service as a cancellation fee. A credit card deposit will be required during online bookings. If we cannot accept your booking your deposit will be refunded. The refund process will take about 5-10 days. This is to protect the time set aside especially for you, as well as to protect our time which is booked up quickly. In return, we will keep appointments on time, give you our full and undivided attention, materials and resources and of course, provide you with services to the very best of our ability.

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Please note: We reserve the right to refuse your booking and refund what you have paid.

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FOREIGN INFILL POLICY

We kindly require all of our clients with existing lash extensions from other salons/spas to book a consultation FIRST before booking an infill appointment with us. We must first assess the work to be sure we can work with it. If we cannot work with the existing work, we will recommend a removal and full new set. If you are unable to come in for a consultation first, we recommend booking a full set to ensure your lash technician has enough time for your lashes.

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LASH INFILL POLICY

If more than 50% of your lash extensions are detached or grown out it will be considered a full new set of lashes.

2 Week Infills: No more than 30% loss of previous lash set

3 Week Infills: No more than 50% loss of previous lash set

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REFUND POLICY

You are paying for the technician’s time, product and other expenses used to provide you with your chosen service. We do not allow refunds to be given for any reason on any service. If you are unhappy with a service, please feel free to contact us within 48 hours after your appointment to discuss your concerns and if a solution can be done to address your concerns, it will be done with a complimentary touch up appointment if it is at the fault of the application or product. We do not take responsibility for any concerns addressed after 48 hours of your last appointment, or if you have failed to follow the proper aftercare instructions.

If a client experiences an allergic reaction or is unhappy during the process, please let us know and we can promptly stop and remove the lashes free of charge. However, the deposit will be non-refundable to cover time and materials lost.

If you have purchased a product from our store and the item is faulty/defective or if you have any other minor concerns, we will give you 30 days to return, replace or exchange the item with a provided receipt to know we have sold you the item. If you provide a major concern with the item we will give you the option to return, exchange, replace or refund the item.