- Reschedule free of charge up to 48 hours before your appointment.
- Inside 48 hours the deposit is retained; a no-show is charged at 100% of the booked service.
- Arrive more than 15 minutes late and the appointment may be shortened or rescheduled.
- Bridal bookings run on their own payment schedule, issued with the trial confirmation.
- Genuine emergencies and illness are handled with discretion, not with a rulebook.
This summary is for orientation only — the numbered sections below are the policy that applies.
1. Why a one-chair studio needs a policy at all
The studio takes one client at a time. There is no second chair to absorb a gap and no colleague to fill it. When an appointment disappears at short notice, that time is simply lost — it cannot be resold at four hours' notice, and someone who wanted that slot was turned away weeks earlier.
That is the whole reason this policy exists. It is not a revenue mechanism; it is what makes it possible to keep appointment slots long, unrushed and genuinely reserved for you.
2. How booking works
- You send a request — through the booking form, by telephone, or in person at the end of a previous appointment.
- We reply, normally within one working day, with a confirmed time, an exact written quote and a deposit link.
- You pay the deposit. The slot is held for 48 hours pending payment; after that it is released back to the diary.
- The appointment is confirmed and you receive a reminder 48 hours beforehand.
The booking form sends a request. Until you have a confirmation from the studio, the time is not held. If you have not heard back within one working day, please call — occasionally a message goes astray.
3. Deposits
| Booking type | Deposit | Notes |
|---|---|---|
| Standard appointment | $25 | Deducted from the final total |
| Appointment over 2 hours | $50 | Lash full sets, extensions, combination bookings |
| Bridal trial | 50% of the trial | Balance payable on the day |
| Wedding day | 30% of the total quote | See section 8 |
| Group of 3 or more | $25 per person | Payable by the organiser |
Deposits are always applied to the cost of the service. They are not an extra charge and they are not retained where you cancel outside the notice period, or where the studio cancels.
4. Rescheduling and cancelling
| When you tell us | What happens |
|---|---|
| More than 48 hours before | Free. Deposit moves to the new date, or is refunded in full if you are not rebooking. |
| 24–48 hours before | Deposit is retained. A new deposit is required to rebook. |
| Less than 24 hours before | Deposit is retained and 50% of the service price is due. |
| No contact, no arrival | 100% of the booked service price is due. Future bookings require payment in full up front. |
Reschedule by telephone, text or email — whichever reaches us fastest. A message left outside opening hours is timestamped when you sent it, not when it was read, so a voicemail at 9pm counts as 9pm.
One free reschedule per booking. A second move of the same appointment requires a new deposit, simply because the original slot has by then been held and released twice.
5. Arriving late
A 15-minute grace period applies to every appointment. Beyond that, the options depend on what is realistically possible in the time left:
- 15–20 minutes late — the appointment usually goes ahead, possibly with a simplified finish.
- More than 20 minutes late — the service may be shortened to fit the remaining time, at the full price, or rescheduled with the deposit retained.
- More than 30 minutes late — treated as a same-day cancellation.
This is not about strictness. The next client's appointment starts when it starts, and the only way to protect their time is not to borrow it.
Call ahead if you are running late. Traffic on South Dixie is understood; silence is what causes the problem.
6. Illness, emergencies and life
Fees are waived, without argument and without proof, for genuine emergencies: sudden illness, a family emergency, a road accident, a hospital admission, bereavement.
Please do come to the studio only when you are well. If you have a fever, an active cold sore, conjunctivitis, a contagious skin condition, or you are within 24 hours of vomiting or diarrhoea, cancel and we will move you free of charge — even at an hour's notice. The studio would far rather rebook you than treat you while you are unwell.
This provision relies on good faith on both sides, and in practice it works.
7. If the studio cancels
Occasionally we have to cancel: illness, a family emergency, an equipment failure, or a named storm making travel unsafe. If that happens:
- You are contacted as early as possible, by telephone rather than message wherever there is time
- Your deposit is refunded in full, or moved to a new date — your choice
- You are offered priority rebooking at the next available slot that suits you
- For a cancelled wedding-day booking, the studio will use its own network to find a replacement artist of equivalent standard and pass across your trial notes, shades and schedule at no cost to you
8. Bridal and event bookings
Wedding work reserves a whole morning, often turns away several other bookings, and is planned months ahead. Its terms are correspondingly firmer and are issued in writing with your trial confirmation.
Payment schedule
- At booking — 30% non-refundable retainer, which secures the date exclusively
- At the trial — trial fee payable on the day
- 14 days before — remaining balance in full
Cancelling a wedding booking
| Notice given | Amount due |
|---|---|
| More than 90 days | Retainer only |
| 30–90 days | 50% of the total quote |
| Less than 30 days | 100% of the total quote |
Changes to the party
Numbers can be reduced without charge up to 14 days before the date; the quote and the morning schedule are reissued. Inside 14 days, the quoted amount stands, because the schedule and the reserved time were built around it. Additions are accommodated where time genuinely allows and are quoted at the standard per-person rate.
Postponement
If the wedding is postponed, the retainer transfers to a new date within 12 months subject to availability. If the new date is unavailable, the retainer is not refundable, but it may be transferred to any other service at the studio.
9. Group bookings
- Groups of three or more are booked by a single organiser who is responsible for the whole booking
- A schedule is issued in advance, showing who sits when
- Individual members cancelling within 48 hours are charged under section 4, payable by the organiser
- If the group drops below three, the remaining appointments continue at standard individual pricing
10. Refunds and corrections
Completed services are not refundable. Beauty work cannot be returned, and by the time an opinion has formed the service has been consumed. What is offered instead is correction.
- Within 7 days, if something is not as agreed and the cause is our work, we will correct it free of charge. Please come in rather than describe it — photographs flatten exactly the details in question.
- Lash sets losing more than 20% within 72 hours are refilled free, unless aftercare in the first 24 hours was clearly not followed.
- Gel and builder gel lifting or chipping within 7 days is repaired free.
- A change of mind about an agreed shape, shade or design is not a correction. It is quoted as a new service, with no judgement attached.
- Deposits are refunded in the circumstances set out in sections 3, 4 and 7.
Refunds that are due are issued to the original payment method within 10 working days.
11. Gift certificates
Appointments booked with a gift certificate are subject to this policy in full. A late cancellation or no-show deducts the corresponding amount from the certificate's balance, in the same way it would be charged to a card. The full terms are in the terms of service.
12. How to reach us to change something
- Telephone — (323) 994-4225, answered between appointments. If it rings out, leave a message: the timestamp counts.
- Text message — to the same number. Fastest option during studio hours.
- Email — [email protected].
Please do not send a cancellation by Instagram direct message. Those are read between clients at best, and a message that arrives unseen will be treated as a no-show.
Related policies
These documents work together. Where one is more specific than another, the more specific one applies to the situation it covers.
- Privacy Policy — How your information is collected, used, stored and deleted.
- Terms of Service — The agreement between you and the studio.
- Health & Safety Policy — Sterilisation, patch testing and contraindications.
- Accessibility Statement — How we make the site and the studio usable for everyone.
- Cookie Policy — What this website stores in your browser — and what it does not.
Questions about this policy
Write to [email protected], call (323) 994-4225, or post to Mazur Studios LLC, 2807 South Dixie Hwy, West Palm Beach, FL 33405. Policy questions are answered within five working days; formal requests under the sections above follow the timescales stated there.