FREQUENTLY ASKED QUESTIONS
What if I'm running late?
In order to respect the time of both our clients and our staff, we ask you to arrive on time for your appointment. Clients arriving more than 15 minutes late may be imposed with fee or will not be able to have treatment if time does not allow. Clients arriving more than 30 minutes late will forfeit the original appointment and be charged with our 'no-show' fee, but be able to be rescheduled.
To absolutley prevent this from happening to any clients, we have a reminder system in place to provide you with a appointment reminder 24hr prior to your booking. At this time, you may still reschedule or cancel without any cancellation fee imposed.
What if I need to cancel?
We understand that emergencies happen. If you need to cancel your appointment, we simply ask that you notify us of any cancellations or reschedulings at least 24 hours prior to the appointment. You do have however up to 12 hours prior to the scheduled appointment to avoid the minimal cancellation fee.
If the booking was made on the same day, cancellation fee's will be imposed.
Cancellations fee's will be charged on the credit card held to seucre the booking, or added to your next appointment.
Cancellation fee's are a fraction of the service fee and start at $10 and up to $50 for Master Treatments and longer appointments. The exact cancellation fee is found under the Treatment description when booking.
COVID19 Cancellations. We understand the climate we live in has dramtically changed and there are now unforeseeable circumstances, where you may have to cancel due to Covid19. If you have been asked to isolate, we will forfeit any cancellation fee upon acknowledgment of said requirement. But, if the cancellation is due to other related issues, for example, the cancellation of a party, the cancellation fee imposed is at the discretion of the Salon Manager.
What if I fail to show up to an appointment?
In the case of missing your appointment, you will be imposed with a 'no-show' fee worth up to 25% of the missed service. This will be charged to the credit card held to secure the appointment or it may be added to your next appointment. Moreover, booking your next visit will require paying an unreturnable deposit worth 25% of the service you want to book.
Please understand we have a strict booking policy in place and have initiated reminders to prevent 'no-shows' from happening, as they are costly to the business and prevent others from securing appointments.
Can I get a refund?
At Smooth Beauty, we do not offer refunds on services and treatments.
However, our satisfaction is our highest priority and if you are not completely contented, please let us know during your treatment or within 24 hours after your service has been performed so we can offer immediate solutions. We are committed to making any needed corrections and if there was a fault on our side, offer an appropriate remedy.
Can I be refused service?
Our salon staff has the right to refuse service to anyone behaving improperly, intoxicated or if their state of health may influence the effects of the service.
What if I had a problem with my lash or brow treatment?
Refunds are not offered on lash extension treatments, but we will always work with the client in the rare event of any issues that may arise. If you encounter any problems, please notify us immediately or within 48hrs after treatment.
If any client experiences a problem with their lashes, then we will do our best to work with that client to rectify the problem. If you experience an allergic reaction to any of our products, contact us immediately for assistance in assessing the situation. Refunds are not offered for allergic reactions or irritations, but we will offer removal and similar assistance free of charge. To avoid this however, please alert us if you have had allergic reactions in the past, ever feel swollen or itchy when lashes have been applied or feel any majoy discomfort along the lashline.
If you have never had lashes before, we may assess the requirement for a patch test prior to full set application.
Please note that the products used on all clients are tried and tested over many years and, as such, they do work – with satisfied clients returning week after week with healthy natural lashes and well-maintained extensions.
In the rare event of a client experiencing any problems, it may be a result of improper aftercare, or the client is simply not a suitable candidate for that particular treatment. Although eyelash extensions/lashlifts are a fantastic beauty treatment, there may be times when they are not suitable for everyone.
Refunds are not offered on brow treatments, we will conduct a thorough history check with you and detailed design consultation to assess whether we can achieve your desired look for the outcome.
We will always work with the client in the rare event of any issues that may arise. If you encounter any problems, please notify us immediately or within 48hrs after treatment.
Please let us know if you have had an allergic reaction to any form of lash lift solution, tint or dye previously.
You have any sign of eczema, infection, dry skin, cuts, sunburn or scabbing in the brow area.
You have had a recent brow lamination and the brows still appear lifted.
You have had brow tattoo or microblading done in the prior 6 weeks.
You are using or have been using (in the 12 months prior) Roaccutane, Accutane or any hormonal acne medication
You have had recent facial laser, ipl or chemical peels in the past 6 weeks
You are in the first 3 months of pregnancy