Customer Policies

We ask that our guests:​

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1. Arrive 5 minutes prior to your scheduled appointment. This ensures ample time to use the restroom, get settled and complete the consultation. We are located at 10440 Shaker Drive Suite 104B, Columbia, MD 21046.

2. Please enter through the green door to suite 104. We are the door on your left within the vestibule. Please come up.

3. Obtain parent or guardian permission if you are between 16-17 years old for lash extensions. We do not service clients under the age of 16 for lash extensions and age 14 for lash lifts.

4. All clients must provide a credit card to be kept on file. A staff member can assist with this at your appointment.

5. Provide 24 hours cancellation notice should you need to cancel or reschedule. You may email hello@pop-lashes.com, call or text (443) 832-3970. In the event the required 24 hours notice is not given OR there is a no call/no show, you are responsible for the full appointment amount. We understand that things happen from time to time. Exceptions are made on a case by case basis. You will not be permitted to rebook until previous no show balances are paid in full.

6. Understand that arriving 10 minutes or later than the scheduled appointment time is classified as a no show. The appointment is deeemed a cancelation. You will be invoiced for the balance of your appointment. The lash artists reserves the right to waive this policy. Conversely, we commit to no more than a 10 minute late start.

7. Be mindful that appointments are between 30 minutes and 4 hours depending on the service requested. You must be able to lie for the duration of the service. Bathroom breaks should be avoided unless it is absolutely necessary. Stopping during the service greatly reduces the likelihood that you will get the most neat and full looking final result. Service times are estimates but we do our best to adhere to the end time.

8. Arrive to the appointment free of eye makeup, foundation, false strip lashes and lash strip glue.

9. Remove contacts before your service.

10. Know that if you are a new clients with lash extensions may need to book a removal and a full set. We can work after other lash artists work however, depending on the quality of the previous application, a removal and full set may be necessary. We recommend booking an in person consultation first.

11. Understand that for refill services, you must have 40% of your lashes remaining. The 40% remaining is AFTER we perform clean up to remove any outgrown lashes.

12. Understand that less than 40% of your lashes left at a refill service will result in full set timing and pricing AND your appointment may have to be rescheduled to accommodate the time. We are not a "do what you can in the time allotted" salon. We want to be sure you get the look you desire and that we perform a complete service that is not rushed. 

13. Agree that in the event an allergic reaction occurs, Pop Lash Beauty Lounge will be notified immediately. We are happy to remove lashes free of charge but the fee for the service is non-refundable. Typically a lash extension related irritation or reaction will occur within the first 24 hours of service. Therefore, free lash removal must occur within 48 hours of your application.

14. Agree to err on the side of caution by seeing a physician in the event you cannot reach your lash artist regarding an iritation or possible allergic reaction.

15. Agree to disclose any prior history of allergic reachtions with other lash companies. Even if you are not sure, it is imperative that you disclose ANY reactions from prior lash extensions on your client health profile

16. Understand that the duration times are estimates; services may take shorter or longer times depending on how dense your natural lashes are.

17. Do not rush the process. Plan to be there for the estimated duration of your appointment. It is to the lash artists' discretion to immediately stop the appointment should excessive rushed language and rushing questions occur.

18. Minimize talking. It is impossible to perform the service and maintain social distancing. Our best protection for you, the client, and ourselves is masks and minimal talking. Additionally, most clients' faces move when talking making it extremely difficult to complete this delicate process.

19. Please do not open your eyes, answer your phone or ask us to read a text or missed call. We are here to provide a service with the upmost quality and speed. Those two things are compromised when the appointment is stopped to provide administrative help. Go ahead and plan to unplug! You deserve this self care time. 

20. Wear mask if mandated by the State of MD or CDC or if you have been around someone who has been sick.

21. Contact us within 24 hours for any remediation of services. Refunds will not be issued for services completed. However, corrections can be made if done so within 2 days following your appointment. Agreement to touch up/corrections is at the salon's discretion.

22. Understand and accept that deposits are non-refundanable but transferrable three times within a calendar year. After three reschedules, we reserve the right to cancel your appointment without a refund.

23. Respect that no guests or children are allowed during your appointments. No exceptions. If you bring a guest or a child, your appointment will be canceled and you will be invoiced for the balance of the appointment.

24. Agree to communicate with respect and integrity to all staff members. Guests that display unprofessional, unkind or unwanted behavior (such as sexual harassment or discrimination) will be asked to leave and not return.

25. Recognize and respect that our salon is a safe space for people of all backgrounds and differences. 

26. Respect that last minute requests (requests made with less than 12 hours notice) and off hour requests are just that, requests. We will do our very best to accommodate these requests.

27. Email us at hello@pop-lashes.com for any appointment requests outside of business hours. All off hour requests that are accepted incur a $40 convenience fee. 

28. Take responsiblity for ensuring lash refills are booked in advance to stay on your 2-4 week fill schedule. Best practice would be to book a refill during your actual appointment. It is easier to move your appointment than to do a "squeeze in".

29. Understand and agree that booking an appointment is confirmation that you have read and agree to these policies in their entirety.