Policies — DVYN Studio

Card capture/ Booking Fee (Deposit)

A non-refundable Booking Fee of 50% of the full price is required for Full sets, Teeth whitening and services that are $100+ and 1hour+. Booking Fee is forfeited if a no-show or late cancellation occurs. (less than 24 hours before appointment)

The Booking Fee will come off the total cost of the appointment on the day of treatment. If you need to cancel or reschedule your appointment your booking fee will be kept on file for your next appointment.

For any appointment that does not require a Booking Fee, we ask that you attach card details to your file at the time of booking for security reasons (to protect us from no-shows and late cancellations), your card will not be charged unless a cancellation or no show fee applies, or if you choose to have your Booking Fee charged on this card. Your details are strictly confidential.

No Booking Fee or card capture = no appointment.

Cancelling/rescheduling (including Covid)

Notice of 24 hours or more must be given to cancel or reschedule your appointment. If you cancel or reschedule your appointment within this timeframe, there will be a termination fee.

For appointments that require a booking fee – your booking fee (deposit) is forfeited as your cancellation fee. (50% of appointment price).

For appointments that DO NOT require a booking fee – a fee of $40 per hour will be charged to your nominated account.

If we consider the notice you give us as reasonable, we may waive the fee IF we can fill your spot.

All fees must be paid before you make a new appointment.

Please note- a missed call with no message does not count as an attempt at letting us know. You must message us via text, Instagram, or Facebook. It is preferred that you cancel your appointment via the online booking app.

Please be mindful of our trading hours and cancel or reschedule your appointment via the booking app on the time/days we are not open.

No shows (including Covid)

If you do not show up to your appointment without a clear attempt at letting us know you won’t be coming, a cancellation fee will apply.

For appointments that require a booking fee – your booking fee (deposit) is forfeited as your cancellation fee. (50% of appointment price)

For appointments that DO NOT require a booking fee – a fee of $40 per hour will be charged to your account.

All fees must be paid before you make a new appointment. Please refer to our “refusing a client” policy, as we will not tolerate this as a common occurrence.

Running late

If a client is running late to their appointment, the time remaining for that appointment is all that will be allocated to the service and it will still be charged at full price. Running 15 minutes late or more to the appointment, or if we feel as though the time remaining is not enough to complete the appointment to a satisfactory level, the appointment may need to be cancelled/rescheduled and the cancellation fee will apply. (This is up to the discretion of the therapist, manager, or owner)

Refusing a client

In the unfortunate circumstance where late cancellations and no-shows are too consistent with a client, we reserve the right to no longer accept appointments for this client. 3 separate times of not showing up to an appointment or cancelling/rescheduling with less than 24 hours notice give us the right to refuse future appointments. We also reserve the right to refuse or ban a client if we feel threatened, unsafe, or uncomfortable providing a service to a client.

Infill vs. Full set

Which Infill should you pick?

Express Infill: Maximum of 1.5 weeks since last lash appointment. (90%-70% lashes remaining) Note: Express infills are not available to book online, it is up to the discretion of your lash artist to decide if you only needed an express infill at the end of your appointment, we do this to avoid clients not booking enough time for what they need.

Standard Infill: Maximum of 2.5 weeks since last lash appointment. (75%-50% lashes remaining)

Extended Infill: Maximum of 3.5 weeks since my last lash appointment. ( 50%-30% lashes remaining)

Full Set: longer than 3.5 weeks since my last lash appointment or less than 30% lashes remaining.

Note: price is subject to change if more work is required and you will be charged the appropriate rate.

If a client has LESS THAN 30% of lashes remaining it is considered a FULL SET regardless of how many weeks it has been. This is up to the discretion of the therapist performing the lash service, manager or owner. It is up to the client to notify us prior to their appointment if they think a full set will be required, so enough time can be allocated.

Infills over other salons work

We do infill over other salon’s lash work, however, there will be a $20 foreign fill fee applied to your appointment. Please be aware that if we the artist feel the work is not satisfactory you may need to have a removal and book in for a full set. If we do not have time in the allocated appointment it will need to be re-booked at a later date.

Refunds

Treatments: If you are unhappy with the treatment provided or the results, you may ask for it to be fixed rather than requesting a refund. We will do our best to resolve any issues and have you leave happy with the results.

Retail items: A refund can only be provided on retail items if they are faulty when purchased without the knowledge of the customer at the time of purchase, or if the item was incorrectly advertised/described. We are not legally required to provide a refund for a change of mind.

Booking fee: The booking fee/deposit is non-refundable. If you cancel or reschedule your appointment your booking fee will be kept on file for your next appointment as long as more than 24 hours notice is given.

Our guarantee

All work is guaranteed for 48 hours after your appointment. If any problems arise within the first 48 hours, please contact us immediately and we will happily fix the problem free of charge. Anything after 48 hours will be charged accordingly/ as per the infill and full set policy. Our guarantee is not valid if the correct aftercare is not followed. Fix up's must be redeemed no longer than 5 days after the initial appointment or as soon as we can get you in. You may be asked to send us photos to show any issues.

Complaints and feedback

If there are ever any complaints or negative feedback, we ask that you contact us directly so we can address the issue and do our best to resolve it. Having our clients and customers leave our studio satisfied with their treatment and the service provided is very important to us so if there is ever a problem or something you would like to discuss, please do not hesitate to contact us.

You can always contact us via the following channels.

Call/text- 0422693785

Email- dvynstudio@hotmail.com

Or you can message our Facebook or Instagram pages.

Aftercare expectation

All aftercare instructions will be provided to you either verbally or on an aftercare card at the time of your appointment. You can also message us at any time if you have forgotten what was discussed and we can provide the appropriate advice. It must be noted that we can not guarantee our work or the results if aftercare is not followed correctly.

Client expectation

As a client of DVYN Studio, we ask that a few basic requirements be met.

* The client reads and follows our policies. By booking an appointment you are agreeing to do so.

* The client provides appropriate notice to cancel or reschedule their appointment.

* The client notifies us of any health conditions that may affect their treatment.

* We must be notified if the client is under the age of 16 and we must also obtain some form of permission from a parent or guardian.

* If the client is sick or feeling unwell, we ask that they please reschedule, notice of at least 24 hours is preferred to avoid any fees.

* We ask that mobile phones be put on silent and put away or on the charging station provided.

* Please do not bring any guests with you to your appointment out of respect and also for the safety of yourself, our staff and other clients.

* Lastly, we ask that if any details change such as an address, contact number, health conditions, card details etc. we are notified to keep files up to date.

Terms and conditions of special offers

$5 off next service- this card can be used to provide a discount of $5 on sales that include service and the total is $50 or more. Can not be redeemed for cash. Can not be used with any other offer. The card must be presented at the time of sale to be redeemed.

Referral card/program- when a current client refers a new client to DVYN Studio, they both receive 20% off their next treatment. A new client must not have been to us before to redeem the offer. New clients must mention the referral or present a referral card during the appointment or time of sale. This offer can not be redeemed with any other offer. Discounts can not be redeemed for cash.

Gift vouchers- can not be redeemed for cash. Expiry is 3 years from the date of purchase. The voucher is valued at the exact amount it is purchased for. The voucher must be used only by the person it is purchased for unless discussed/negotiated. (for example, if the person it was purchased for does not want it, the person who purchased it may be able to redeem it themselves.)

Bring your bestie's offer- both appointments must be on the same day unless discussed/negotiated prior. Appointments can be paid together or separately. Both clients must have appointments. This offer can not be redeemed with any other offer. Discounts can not be redeemed for cash.