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At Lena Utmost Beauty, we are committed to providing high-quality beauty services and ensuring every client has a positive experience. Please read the following policy before booking your appointment.

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1. Appointments

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Appointments are reserved specifically for each client. Please arrive on time to ensure your full treatment can be completed. Clients arriving significantly late may need to have their appointment shortened or rescheduled.

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2. Cancellations & No-Shows

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We kindly ask for at least 24 hours' notice for cancellations or rescheduling.

Late cancellations or failure to attend may result in the loss of any booking deposit or future booking restrictions.

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3. Satisfaction Policy

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Your satisfaction is important to us. If you have any concerns regarding the appearance or outcome of your treatment, please contact us within 48 hours of your appointment. An assessment by the treating technician is required before any corrective action or refund request can be considered.

Depending on the assessment, we may offer one or more of the following:

• Complimentary adjustment

• Complimentary removal (where appropriate)

• Partial or full refund (based on the situation)

• Another reasonable solution based on the individual circumstances

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4. Preference vs Technical Defect

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Beauty treatments involve individual preferences and artistic judgement.

A difference between the final style and a client's personal preference does not necessarily indicate that the service has been performed incorrectly. Each client's facial features, natural lashes, brows, skin condition and anatomy are unique, and results may vary accordingly.

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5. Refund Requests

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Refund requests are assessed individually. Where a treatment has been performed with reasonable care and skill, and the concern relates to personal preference rather than a technical fault, a refund may not be appropriate. Where removal of the treatment is considered the most appropriate resolution, removal may be required before any refund is considered.

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6. Corrective Services

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We are happy to review any concerns reported within 48 hours. Corrective services are intended to address genuine concerns relating to the original treatment and are offered at the discretion of Lena Utmost Beauty following assessment.

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7. Aftercare

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Clients are responsible for following all aftercare instructions provided after treatment. Failure to follow aftercare instructions may affect treatment longevity and final results.

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8. Allergic Reactions

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Although every effort is made to minimise risks, allergic reactions can occur with beauty products.

Clients are responsible for informing us of any allergies, sensitivities, medical conditions or previous reactions before treatment. Patch testing is recommended where appropriate.

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9. Results

Treatment results vary between individuals due to factors including:

• Natural lashes or brows

• Skin type

• Lifestyle

• Hormonal changes

• Medications

• Home care

No guarantee can be given that results will appear identical to reference photographs.

Reference photographs are used as a guide only.

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10. Australian Consumer Law

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Nothing in this policy excludes, restricts or modifies any rights or remedies available to consumers under the Australian Consumer Law. This policy operates in addition to your rights under the Australian Consumer Law.

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11. Client Acknowledgement

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By booking an appointment with Lena Utmost Beauty, you acknowledge and agree that:

• You are booking this service voluntarily.

• You have chosen the requested treatment and style after reviewing the available options.

• You have informed us of any known allergies, sensitivities, eye conditions, skin conditions, previous reactions, medications, pregnancy, or any other relevant medical information that may affect your treatment. This is your responsibility to keep us informed. 

• If you fail to disclose relevant information before your appointment, Lena Utmost Beauty cannot be held responsible for any consequences arising from that omission.

• Beauty treatments involve individual preferences and artistic judgement. Results may vary depending on your natural lashes, brows, facial features, skin type, and other individual factors.

• Reference photographs are used as a guide only and cannot guarantee identical results.

• If you have any concerns regarding your treatment, you agree to contact Lena Utmost Beauty within 48 hours so your treating technician can assess the service and determine the most appropriate solution.

• You acknowledge that a difference in personal preference does not necessarily indicate that the service was performed without reasonable care and skill.

• This agreement operates in addition to, and does not exclude or limit, your rights under the Australian Consumer Law.

 

Thank you for choosing Lena Utmost Beauty. Our goal is to provide beautiful results while resolving any concerns fairly, professionally and respectfully.