Booking policy.

We’re all about making things easy, respectful, and smooth for everyone. Here’s everything you need to know before booking your appointment at Face Avenue.

Whether you're new or a regular, these terms help protect your time, our time, and make sure things flow nicely 💛

Booking a Spot

  • When you book, you'll be asked to pay a 50% booking fee to lock in your appointment.

  • This booking fee comes off the total cost on the day.

  • It’s non-refundable — meaning once it’s paid, we can’t give it back if you cancel or change your mind. This is because your spot is set aside just for you, and we often can’t refill it last-minute.

Changing or Cancelling Your Appointment

Plans change — we totally get it! Here’s what happens depending on when you let us know:

If you give us more than 48 hours’ notice:

  • You can cancel or reschedule with no penalty.

  • We’ll move your booking fee to your new appointment.

If it’s between 24–48 hours before your appointment:

  • Your deposit will be kept to cover the spot we saved for you.

  • You’re welcome to rebook, but a new booking fee will be needed.

Less than 24 hours’ notice (or same-day):

  • The full amount of your service will be charged. That’s because it’s too short notice for us to refill your spot.

If You Don’t Show Up (No-Show)

  • If you don’t show up and haven’t let us know, you’ll be charged the full service fee.

  • Any future bookings may need to be paid in full upfront.

Running Late?

  • We totally understand traffic or last-minute chaos!

  • If you're more than 10 minutes late, we might not be able to complete your full service or may need to reschedule, depending on how the day is running.

  • Your deposit may be lost in this case too, as it still counts as a missed spot.

Emergencies or Feeling Unwell?

We’re human too — if you’re genuinely unwell or have something serious come up (like a medical or family emergency), please email us as soon as you can.

We may ask for proof, like a doctor’s note or similar, to keep things fair for everyone. We do our best to be kind and flexible when we can, but please understand all exceptions are up to our discretion.

By Booking, You’re Saying “Yes” to These Terms

When you book in, you’re agreeing to all of the above. These policies help us stay organised, respectful of everyone’s time, and focused on creating the best possible experience for each client.

Thank you for understanding — and for supporting a small business that truly cares about your brows, lashes, and the whole experience 💛

Got a question or need to reschedule?

Just send us an email at info@sophiethelashandbrowco.com.au and we’ll get back to you as soon as we can.

Privacy policy.

Your privacy is important to us. This Privacy Policy outlines how we collect, use, and protect your personal information when you interact with our business, book a service, or browse our website. We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

What Information We Collect

When you book an appointment or interact with Face Avenue, we may collect:

  • Your full name

  • Email address

  • Phone number

  • Home address (if provided)

  • Health and medical details (e.g. allergies, medications, pregnancy)

  • Preferences relating to your beauty treatments

  • Payment details

  • Photos and videos (with consent)

  • Any communication between you and the studio (e.g. DMs or emails)

How We Collect Your Information

Your information may be collected when you:

  • Book an appointment via our online system (Acuity/Squarespace)

  • Send us a DM, email, or message

  • Complete an online or in-person consultation form

  • Share treatment preferences during your service

Why We Collect It

We collect this information to:

  • Confirm and manage your booking

  • Deliver safe, customised services based on your needs and health

  • Keep accurate client records

  • Communicate with you about your appointments

  • Improve your overall experience with us

  • With your consent, use photos/videos for our marketing

How We Store & Protect Your Data

We store your data securely using trusted systems, including Acuity and Square. These platforms are password-protected and encrypted where applicable. We do not sell or share your information beyond what’s needed to run our studio efficiently.

Sharing Your Information

Your data is only shared with trusted service providers that help us operate smoothly:

  • Acuity/Squarespace (online bookings)

  • Square (payment processing)

These third parties are also bound by privacy obligations and do not use your data for unrelated purposes.

Use of Photos & Videos

Before taking any before-and-after photos or videos, we’ll always ask for your permission. You can opt out at any time via your booking form or in person. If declined, your images will never be used for promotional purposes.

Promotional Messages

From time to time, we may send you appointment reminders or promotional messages via email or SMS. You can opt out at any time using the unsubscribe link or by contacting us directly.

Access, Changes & Removal

You have the right to access or update your personal information at any time. If you'd like to correct or delete your details, just send us an email.

📧 Contact: info@sophiethelashandbrowstudio.com.au

Policy Updates

We may update this policy from time to time to reflect changes in our business or legal obligations. The most current version will always be available on our website.

Have Questions?

We’re here to help. If you have any questions about how your information is used or stored, feel free to reach out at any time.