Let’s look over our policies together

By booking an appointment with us, you agree to the terms outlined on this page and any fees or charges which may incur. Please take the time to go over these policies before proceeding.

Read Our Policies
Policies last updated 9/30/2023

No-Shows, Late Cancellations, & Late Arrivals

Those arriving late to an appointment will be charged for the full service booked, regardless if the service can be completed in the given time-frame.
Those who are late to an appointment without calling are considered as a no-show.  If you have never visited our location, you will want to arrive earlier to ensure you are not running late.
Those who no-show their appointment will be charged for 100% of the service and require a 50% down payment for the next service booked.
Those who cancel or reschedule an appointment within 48 hours will be charged for 50% of the service.
50% deposit will be required for all special occasion makeup services and for group services of 2 or more hours.
We reserve our right to request a deposit for any reason before booking an appointment. We reserve our right to cancel any appointment or refuse service for any reason.

Studio Policies

Children:  You are welcome to bring your children to your appointment as long as they are well-behaved, able to entertain themselves, use their inside voices, and can stay seated during the service.  We do request all children under the age of 3 remain secured in their car seat or stroller while in the room. The studio is not child-proofed, and in bringing your children, you accept full responsibility for any damage they may sustain to themselves or to Brow Haus: Lash & Brow Studio. If we are not able to complete the service in the given appointment time due to distractions from your children, you will still be responsible for paying the full amount of the service booked.
Animals:  Per the North Carolina State Board of Cosmetic Art Examiners Sanitation Subchapter 21 NCAC 14H .0402-E: “Animals or birds shall not be in a cosmetic art shop or school.  Fish in an enclosure and animals trained for the purpose of accompanying disabled persons are exempt from the prohibition in this Paragraph.”  Excluding service animals, please do not bring pets with you.  As much as we love them, it is a sanitation violation.  If you are bringing a service animal, we ask that you let us know beforehand that you are bringing a service animal which is required because of a disability, and to let us know exactly what work or task that the animal been trained to perform.
Guests:  Friends, family, etc are welcome to join you to your appointment.  Guests to Bridal Trial appointments must be pre-approved and will be asked to sit in the lobby during the trial.  No photographs are allowed during Bridal Trial services.

Booking Policies

Minors:  All minors must be accompanied by a parent or guardian, as they are not legally able to consent to our services.  If a minor shows up to their appointment without a parent or guardian present, the service will not be performed, and the full amount of the booked service will still be charged.
Methods Of Booking:  The only way to book your initial appointment is through our online portal.  After your initial appointment, you may book either in-person, or through our online portal.  We no longer take appointments by phone, text, or walk-in.  If you don’t have access to the technology required to book online, please contact us by phone.
Waiting List:  Our online booking system has a wait list feature. If you are not able to find the day or time you need, please add yourself to the wait list to be automatically notified when someone else cancels.
Confirming Your Appointment:  If you did not receive an email confirmation upon booking your appointment online, your appointment was (probably) not booked.  Double check your spam folder.  Feel free to call or text us to confirm that the appointment was received.  If you can not confirm by email that your appointment has been booked, it may not have been.  We cannot guarantee your appointment if you did not receive confirmation.
Rebooking:  Please check this page for any updates upon booking new appointments.  The date of the last policy update can be found at the top of this page for easy reference.  These policies are subject to change at any time.  Each new appointment is subject to the policies which are in place at the time that appointment is booked.
Rescheduling & Cancelling:  You can use the Client Login page to easily cancel or move your appointments online.  ​Appointments moved or cancelled online within 48 hours of the appointment time are considered a late cancellation as described above.  To move or cancel an appointment within the 48 hour window, please contact us by phone.  Cancellation attempts made by email, social media, or any method other than phone are not accepted. Only cancellations made by call, text, or voicemail to (704) 831-9100 are accepted methods of cancelling within 48 hours.  Text message cancellations are welcome 24/7.  Replying via text to automated reminder texts is not an approved way to cancel or move an appointment, as this is not our phone number but one generated by our booking system.  Please be mindful of the late cancellation windows outlined in our policies.  If you do not use the proper channels of communication while cancelling or rescheduling an appointment, your appointment will not be considered cancelled or rescheduled, you will be considered a no-show, and charges will be applied.
Reminder Messages:  Email and text reminders are sent out by our automated system at the 48 hour mark for every appointment.  If you do not see an email, please check your spam folder.  The automated messages should not be responded to.  If you need to contact us about your appointment, you will need to call or text us directly at (704) 831-9100.
The Nature Of Automated Reminders:  Please note that our automated reminder messages are a courtesy to remind our clients of their upcoming appointment.  They are not to be used as a reminder to cancel or reschedule last minute.  When booking an appointment, either online or in-studio, you are responsible for keeping track of that appointment.  Please note that at the 48 hour mark, when these automated messages go out, you are already within the late-cancellation window, and late cancellation charges will apply.  Please be responsible, keep track of the appointments you book, and do not rely on reminders alone. They are just a courtesy, not a crutch!

Service Policies

Mascara/makeup removal is not part of any lash or makeup service (excluding Makeup Lesson).  By the time of your lash appointment, your mascara should already be removed. By the time of your makeup application appointment, your makeup should be removed and your face should be cleansed and moisturized.  Arriving to your appointment without doing so adds time to your service, which will result in an additional makeup removal charge.
Contact lenses can not be worn during Lash Lift or Lash Tint services.  Please bring glasses, contacts case, solution, and anything else you might need to ensure your contacts can be removed at the time of your appointment.  You can put your contacts back in as soon as the service has ended.
There can be no lash extensions on your lashes before a Lash Lift.  If you previously had lash extensions, they must all be removed before a Lash Lift service.  They can either shed out naturally, or be formally removed by the lash artist who applied them.  Please ensure all of your lash extensions and lash glue are completely removed before booking a Lash Lift. We do not offer lash extension removal.  You will still be responsible for paying the service cost of the appointment booked if we are not able to perform the service due to extensions or glue on your lashes.
Please remove your mascara the night before your Lash Lift, with proper cleanser/makeup remover, until your cotton/tissue is completely clear when you wipe your lashes.  Applying mascara the morning of your appointment and removing it just before your appointment can leave a residue on your lashes which may result in less lifting.  If you have makeup, makeup remover, or cleanser residue leftover on your lashes at the time of your Lash Lift appointment, the results of your service may not be as expected.
The lash and brow hair cycle dictate the longevity of your services.  Everyone’s lash and brow hair cycles are different, but typically last anywhere from 6-12 weeks.  Your lash and brow hairs naturally shed, and grow back in, in a cycle.  This means that, depending on your own personal cycle, any Lash or Brow service might last longer or shorter than average.  For example, a Lash Lift usually lasts around 6 weeks, but if most of your lashes are in the Catagen phase (about to shed), your lift might only last a few weeks.  It is impossible to predict this.  We cannot accurately guess what this will be for you, but we can get a good idea over time to find the correct rebooking intervals for your specific needs.
You may have a reaction to any product or service offered at Brow Haus: Lash & Brow Studio.  You acknowledge the risk of any potential reactions to any product or service here, and you accept full responsibility for that risk.  If you are trying a new service and are unsure how you will react to it, you may not want to book it, say, the day before your wedding! Please call us if you have known allergies or sensitivities, and we will let you know exactly what products are used during the services you are interested in.
Your service may not last as long as expected, for any multitude of reasons.  You acknowledge that result lifespans are only estimates and there is always a chance you may not experience the same results longevity as the average client would.
Your Lash Lift may not turn out as you expected, or even take at all.  Though it is uncommon, occasionally a Lash Lift does not take to the lash.  This can happen for many reasons, usually a residue on the lash from makeup or remover, or watery eyes during the service.  You acknowledge that in scheduling a Lash Lift, you accept the risk that the service may not turn out as expected, or may not take.  We are not responsible for a Lash Lift not taking to the lash, or barely taking.  We pledge to always, absolutely, to the best of our ability and knowledge, perform this service with the highest quality of product and skill.  We will take our time to ensure this service is done properly, safely, and correctly, while using only top-of-the-line products.  Any unexpected or disappointing results from this service are a risk you agree to take upon booking.  We will no longer be accepting refunds for this service.
In the 24 hours following your Lash Lift, your lashes cannot get wet or be touched.  They cannot have mascara applied to them or eyeliner touching them at the base.  They absolutely can not get wet.  No makeup remover, cleanser, water, oil, makeup, fingertips, and especially pillows.  You are responsible for making sure these lashes remain clean, dry, and untouched in the 24 hours following your service.  You acknowledge that you are responsible for the aftercare of your lash lift.
For the duration of your Lash Lift (6+ weeks), you must not wear waterproof mascara, or use an eyelash curler.  The lash hairs have been treated during the service, and are more delicate and fragile than before.  Just as with hair that has undergone a process (a perm, highlight, color, etc) you must treat your lashes with care as well.  Handle them delicately. You acknowledge that this is part of the Lash Lift aftercare that you are responsible for.
Use of any chemicals or harsh skincare products on tinted brows or lashes can strip the tint from the hair.  This color will fade out naturally over time, but the process can be exacerbated by use of intense products like benzoyl peroxide, retinoids, or acids, to name a few.  Chlorine, and even sunlight, can also speed up the fading of tint from your lashes and brows.  Please take care to keep your tinted hairs protected from them.
If you are happy with your Brow Tint color upon leaving our studio, but get home and are unhappy with the color in different lighting (outdoors, your own bathroom, workplace, etc), you may come back in to have the color adjusted at no charge.  Sometimes the lighting is everything!  We’ll make sure we get it right the second time.
If you are happy with your Brow Tint color upon leaving our studio, but get home and are unhappy with the color in different lighting (outdoors, your own bathroom, workplace, etc), you may come back in to have the color adjusted at no charge.  Sometimes the lighting is everything!  We’ll make sure we get it right the second time.
Service refunds are not given under any circumstance.  We have always, and will always, perform the highest quality service that we are capable of.  If you are unhappy with the results of your service, we will do what it takes to make sure you leave satisfied.  When you pay for your appointment with us, you are paying for the time and expertise involved in performing the service, which is time we cannot get back.  That said, we’ve never had anyone ask for a refund for anything other than a Lash Lift that did not take (which has only happened twice!)
We reserve the right to cancel any service, refuse service, or stop a service at any time, for any reason.

By clicking the button below, I acknowledge that I have read, understood, and agree to the terms outlined on this page.

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