Studio Policies

Thank you for choosing The Lash Mentors. Our policies ensure a smooth experience for all clients, protect our artists' time, and help maintain the highest level of service. Please review the following before booking.

Booking & Appointments

Appointments are booked online through our secure Fresha booking system. You will receive a confirmation email or text once your appointment is accepted.

• A credit card on file is required when booking any full set to secure your appointment.
• Please arrive 5–10 minutes early to remove any makeup, complete any forms, or use the washroom before your appointment begins.
• Arriving on time ensures you receive the full service. Late arrivals may result in a shortened appointment to avoid delaying the next client.

Cancellation & Rescheduling

We understand that plans can change. To respect our artists’ time and other clients on the waitlist, please provide notice if you need to move or cancel your appointment.

• 24 hours’ notice is required to cancel or reschedule an appointment.
• Cancellations or changes made with less than 24 hours’ notice may be charged 15% of the scheduled service.
• No-shows will be charged 25% of the scheduled service and may require prepayment for future appointments.
• If a client does not show up, a 25% fee is applied automatically using the card on file.

Late Arrivals

If you are running late, please notify us as soon as possible. We will do our best to accommodate you; however:

• Arrivals more than 15 minutes late may need to be rescheduled.
• Any appointment shortened due to lateness will still be charged the full service fee.

Fill & Retention Policy

To keep your lashes looking full and even, regular fills are required. While LED technology improves retention, natural lash shedding still occurs.

• Fills are recommended every 2–3 weeks.
• To qualify as a fill, at least 40–50% of extensions must remain.
• If less than 40% remain, the service may be upgraded to an extended fill or full set.
• Please arrive with clean lashes to avoid reducing lashing time.

Foreign Fills

We are happy to work over another artist’s work; however, the quality, safety, and condition of the existing lashes may affect what we can do.

We will always do our best to complete a fill, but a full removal and new set may be required if:

• Extensions are stuck together or causing tension on natural lashes.
• Lashes are too long, too heavy, or improperly placed.
• Products used are incompatible with our LED system.
• You want a style change (ex: classic → hybrid, hybrid → volume, wispy, anime, etc.).
• The previous set is over 4 weeks old or has less than 40% remaining.

Your lash health comes first. Your artist will discuss your options during your appointment.

Allergies & Sensitivities

We use low-allergy, medical-grade LED bonding systems, but any lash extension service carries a risk of sensitivity or allergic reaction.

• Please notify us of known allergies before your appointment. A patch test may be recommended.
• If you experience redness, itching, or swelling, contact us immediately. A removal may be required.
• Service fees are not refundable due to allergies, but we offer a complimentary removal within 3 days if needed.

Children & Guests

For safety and to maintain a calm environment:

• Children may not attend appointments, as eyes are closed and supervision is not possible.
• Seating is limited. Please avoid bringing extra guests unless discussed in advance.

Refunds & Redo Policy

We want you to love your lashes. Because time and product are used, services are non-refundable.

• If you have concerns, please contact us within 3 days.
• At our discretion, we may provide a complimentary touch-up to correct reasonable concerns.

Retail Products

Due to hygiene standards, opened lash products are final sale. Unopened retail products may be exchanged within 7 days with a receipt.

Photography & Social Media

Before-and-after photos may be taken for documentation or marketing. If you prefer not to have your photos shared, please inform your artist at the beginning of your appointment.

Agreement

By booking with The Lash Mentors, you acknowledge that you have read and agree to all studio policies. Policies may be updated at any time, and the most current version will always appear on this page.

This page is for general information purposes only and is not a substitute for professional advice. Contact us with any questions about our policies.