You are required to pay a NON-REFUNDABLE deposit to secure your appointment. This means that you will not receive your deposit no matter what the circumstances are if you cancel your appointment. There are associated costs with making adjustments to deposits as well as time spent, and lost revenue for appointments for the individual technicians should you not attend or cancel your appointment. This also includes if you are attempting to move your appointment and are unable to find a satisfactory space. You are able to move your appointments by logging into your account up to 48 hours before your appointment time.
If you are concerned in any way with attending your appointment and do not want to lose your deposit, please do not book your appointment. If you fail to attend without giving 48 hours notice, you will be charged the full amount.
We strongly suggest pre-booking any infills after your service before leaving the salon to ensure you are able to get an appointment at the time and date needed so that you avoid any additional fees for retention loss/grown out lashes. If you do not book your infills in advance, we will not accept responsibility or complaint for lack of appointment slots.
In busy periods like Summer or Christmas, there may be a 4-6 week wait for new appointments. We advise to book in advance and to book your next infill at the end of your appointments.
Our booking system is accessible 24/7 for your convenience and you can amend your bookings up to 48 hours before your appointment time. If you do not attend your appointment you will be invoiced for the full amount and we will add interest for late payments.
If you are running late to an appointment we ask that you call us to let us know, otherwise, we will assume you will not be showing up and may release the appointment. If you are less than 15 minutes late we will try our best to make your lashes as full as possible in the time allotted. You will still be charged full price. If you are more than 15 minutes late we will try our best to accommodate you but reserve the right to reschedule your appointment if we are unable to provide adequate service. If we reschedule your appointment, you will have to pay the full fee for the missed appointment.
Please keep in mind we will always do our best to accommodate you and understand on occasions things do happen - but please remember each missed appointment causes a financial loss to our business and team.
Due to the time-sensitive and customized nature of our services, the booking time has been specifically reserved for your appointment. If you must cancel or reschedule an appointment, we ask that you contact us no later than 48 hours before your scheduled appointment. This will allow us to open up the spot for someone on our waiting list. If you cannot provide 48 hours reschedule or cancellation notice, you will be charged the full rate of the service booked.
You will lose your deposit for cancelling your appointment, whether you give adequate notice or not. By giving adequate notice however, you will not receive an invoice for the full amount of the missed appointment.
If you fail to provide advance notification for your missed appointment, you will be charged the full amount of the service. If you do not attend your appointment, your card may be charged or you will receive an invoice in the post for full payment to be made. To ensure our prices are competitive, we have a zero tolerance policy for no-shows.
Failure to pay any invoices will be passed to our credit control partners where interest and their associated costs will be included.
Please arrive 5 minutes early with clean/makeup-free eyes, brows and lashes (where appropriate to the service). Extra time spent cleaning your lashes for example, will mean less time lashing. You may be charged a 10 pound fee if makeup is heavy and cleaning is required.
If you arrive after your scheduled appointment time, it may not be possible to extend the time available for your booked service; if your service is shortened due to your late arrival, you will still be charged the full cost of the service.
Customers that attend appointments with less than 40% of their lash extensions will be charged for a new full set. Infills are offered on a case-by-case basis at the discretion of the lash technician depending on the lash growth cycle, the number of natural lashes and quality of aftercare/retention.
Please book Infill appointments for no later than 3 calendar weeks from the last appointment.
Refund & Complaints Policy
Your booking fee is used to pay for the lash technicians time, product and other expenses used to provide you with a service.
If you are unhappy with a service, you may contact us within 48 hours of your appointment to discuss your concerns. We will invite you to the salon to assess the problem and find a slot to remedy the issue (if, as per our aftercare guidance, we have suffered a humidity or glue fault which is a very rare occurence).
Any concerns raised after 48 hours from your appointment, or if you have failed to follow the proper aftercare instructions, will be charged at full price for any additional services rendered.
Under no circumstances will you be offered a refund. We have a zero refund policy.
Please note this policy is adopted to protect our clients from price increases as a result of no shows, late appointments, fraudulent activity/claims and events outside of our control.
Trainee Technicians (Staff In Training).
On occasion, Virtual Lashes Ltd will train new beauticians within the salon. These technicians may be new to providing certain treatments to customers, for example they may be trained in classic and hybrid lashes but not experienced in providing the service. As one would expect, experience comes from providing the service to customers and whilst our staff are trained to the highest certified standards, time spent providing services provides the most consistent results.
When training eyelash technicians, we make allowances for the fact these individuals are in training, for example, we increase the service time to assist with maintaining standards. To compensate customers for the fact the end result may not always be consistent with the standards of our fully trained technicians, we offer the service at a reduced price. This does not necessarily mean that the service is sub standard, as all of our team go through the same training but it does indicate that you may need to have the understanding that the technician carrying out the service is comparatively new to the more senior team members.
As this service is provided at a discounted rate and you are knowingly booking with a team member in training, we will not accept complaints regarding the final result after the point at which a client has left the salon. If you have any questions or concerns surrounding the end result, please raise these whilst you are within the salon.
Our standard complaints procedure only applies to normal service provided by a team member who is not marked as a trainee or in training.
Prior Allergies & Allergic Reactions
If you have had eyelash extensions from another salon and have experienced an allergic reaction previously, this treatment is highly not recommended and non-refundable in event of an allergic reaction. We do not accept any liability whatsoever for any reaction to services rendered, allergic or otherwise.
Please pop in the salon for a patch test at least 24 hours prior to treatment for additional peace of mind.
We do not change our products regularly and as a result, once you have had a patch test carried out and or a treatment with no adverse reactions you can be more confident for future bookings. Patch testing is recommended every 3 months especially if you have not had a recent treatment at our salon within this period.
You do not need to book or call ahead (but do check our opening times!).
Out of 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 20 pound fee. Please contact us directly to schedule your after-hours appointment.
Due to the high quality of products we use, we will not infill other technicians’ work. Removal and a new full set would be required in these instances.