Bookings & Cancellations 

POLICY: Online bookings are made through Phorest, who take a booking fee of £0.60, £1.00, or £1.60 depending on cost of appointment. Your payment details are held by Stripe. Cancelling or rescheduling an appointment within 48 hours of your appointment time will result in a charge being made to your account up to 50% of the appointment cost. Booking instore requires a deposit of up to £30 depending on service. This deposit is non-refundable but may be transferred to another appointment if more than 48 hours notice is given. If you find you are unable to attend your appointment, please let us know as soon as possible. This gives us time to offer the appointment to other clients. Rescheduling or cancelling within 48 hours will result in a charge being made to your account and/or the loss of your deposit.

WHY? Heavenly Eyes operates on an appointment only basis, meaning we specifically set aside time for you when you book. As such, a non-refundable deposit is taken to secure the appointment. Your assigned lash technician has a strict schedule to stick to. Please understand this is to protect the time you have selected, and our time, which is in demand and books up in advance. In turn, we aim to keep appointments on time, give you our full and undivided attention, and of course the best lash service Leeds has to offer!

No shows/Lateness

POLICY: Failure to show up to an appointment or being too late for the appointment to go ahead will result in a charge being made to your account and/or the loss of your deposit. Incurring 2 no shows or extreme lateness’s will result in you having to pay for any future appointments in full at the time of booking.

WHY?: By not showing up to your appointment on time or at all, you are wasting the technician’s valuable time and denying appointment times to others. Please understand this is to protect the time you have selected and our time, which is in demand and books up quickly.

Sickness or Family Emergency 

For your safety and that of staff and other clients please do not come to your appointment ill. If you, or a person in your household, has an infectious or contagious illness, please contact us as soon as possible to reschedule your appointment for a later date. If it is assumed you are currently ill your appointment may be cut short, cancelled and/or rescheduled for when you are healthy again. A one – time allowance of last minute cancellation or reschedule may be permitted for illness or family emergency. After that, the cancellation and no-show policy will be adhered to. 

WHY?: For your safety and that of staff and other clients. We pride ourselves on extremely high standards of hygiene and skilled work. As such, we cannot guarantee our best work if we have to apply lashes to someone who is unwell at the time of their appointment.

Rescheduling

POLICY: Appointments booked online or instore can be rescheduled through your online account or by contacting heavenly_eyes@outlook.com more than 48 hours in advance. If you need to reschedule less than 48 hours in advance, you will need to contact Heavenly Eyes directly at heavenly_eyes@outlook.com. Appointments can be rescheduled up to 3 times before the deposit is forfeited.

WHY?: Having an online account gives you full control over your appointment times, meaning you can change easily and efficiently without the need to contact us and wait for replies. This saves your time and ours. Appointments rescheduled withing 48 hours of the appointment time need to be brought to our attention by direct communication, so that we can amend the appointment and offer the space to other clients. Consistent rescheduling causes issues on the calendar, and often results in confusion for the client over when their appointments are. Limiting the rescheduling helps everyone to keep track of the appointments more easily and ensures offers are applied correctly.

Appointment Reminders 

Heavenly Eyes offers a reminder service to clients to help keep track of appointments and reduce no shows. To enable the use of this service please create a log in account on the booking system and input up-to-date contact details. You can also check your contact details are up-to-date in-store. Reminders will be sent 3 days before your appointment to allow you to change the appointment whilst still outside of the 48 hour cancellation period. You will can opt to receive reminders via text and/or email.

Patch Tests

POLICY: Patch tests are required for all new appointments which use lash extensions or tinting, and recommended for those who have had a break for 6 months or more. This involves applying a few lash extensions to the outer corner of your eye(s) with either the extreme adhesive, sensitive adhesive or both. Tint patch tests involve a small amount of tint being applied to the skin behind your ear. If you experience a reaction to a patch test, please contact us at heavenly_eyes@outllok.com and, if necessary, consult your GP/pharmacist. Patch tests are drop-in during opening hours at least 24 hours before your appointment time. It is your responsibility to come for your patch test in good time. It is recommended you attend a patch test before booking. Failure to do so will result in you being turned away from your appointment and your account may be charged and/or your deposit forfeited. Please be aware that intolerances may develop at any time in the future.

WHY?: The cyanoacrylate in the adhesive is a medical grade, meaning it is an irritant to the skin and eyes. Reactions may occur, resulting in irritation, redness, swelling, or blistering. It is important to test this before a full set is applied to protect the client, as well as for insurance purposes. It is recommended to come for your patch test before you book in case a reaction occurs, so that your account is not charged in line with our cancellation policy. Intolerances may develop over time, resulting in a reaction where there previously had not been one. In this case, you may need to switch to the sensitive adhesive, or cease receiving the treatment entirely.

Arrival 

POLICY: Please aim to arrive 5-10 minutes before your scheduled appointment time with clean/ make up free eyes and lashes. Extra time spent cleaning your lashes will mean less time spent lashing, and/or an additional charge for a lash wash or removal of strip lash adhesive residue. If you arrive after your scheduled appointment time, it may not be possible to extend the time for your service. If your service is shortened due to your late arrival, you will still be charged the full cost of the service. 

WHY?: Heavenly Eyes operates on an appointment only basis, meaning we specifically set aside time for you when you book. Your assigned lash technician has a strict schedule to stick to. Lash technicians cannot perform their best work on unclean lashes, and the retention will also be impaired due to the adhesive being unable to form a full bond with the natural lash if residue and oils are preventing this. Please understand this is to protect the time you have selected, and our time, which is in demand and books up in advance. In turn, we aim to keep appointments on time, give you our full and undivided attention, and of course the best lash service Leeds has to offer! 

Other Artists’ work

POLICY: If you currently have eyelash extensions on from another lash technician, we will have to remove them prior to commencement of your service and offer a full set. If you turn up to your appointment with lashes applied elsewhere, these will need to be removed at a cost of £10 before we can begin applying your full set. If you turn up to your infill appointment with lashes applied elsewhere, you will be turned away and your deposit will be forfeited and/or a charge made to your account.

WHY?: Due to the unregulated nature of eyelash extension training and certification there are a lot of improperly trained and /or inexperienced lash technicians. Here at Heavenly Eyes, our priority is natural lash health and eye safety.  We pride ourselves on extremely high standards of hygiene and skilled work. As such, we cannot guarantee our best work if we have to apply lashes to someone else’s workmanship, which may have been carried out with substandard products and application techniques. 

 Refund Policy 

POLICY: Deposits are non-refundable but may be fully or partially transferred to another appointment. No refunds will be given for any reason on services or product. If you are unhappy with a service, you may contact us within 48 hours of your appointment to discuss your concerns. If a fix can be done to address your concerns, it will be done so with a complimentary 30 minute express touch-up if it is at the fault of application or product. Any concerns addressed after 48 hours of your last appointment, or if you failed to follow the proper aftercare, will be charged at full price.

WHY?: You are paying for lash technician time, product and other expenses used to provide you with a service. Last minute cancellations musty still be charged for the time in order to compensate the lash technician. Any issues after 48 hours may be a result of numerous issues, so we will not take fault after this time period. We have provided these terms and conditions so that you are aware of expectations and can fully prepare for your appointment. Booking an appointment with us means you agree to adhere to these policies.