Booking · Cancellation · Late Arrivals · PMU
Studio policies.
The policies below protect your time and ours. We've tried to keep them simple and proportional — transparent up front so there are no surprises later. Questions? Text us at (619) 415-6677.
Booking + deposits
50% deposit at booking.
To reserve any appointment, we require a 50% deposit of the service total at the time of booking. The deposit is applied to your service balance on the day of your appointment.
We switched to a percentage-based deposit (instead of a flat fee) so smaller services aren't charged a disproportionate amount up front. A $30 brow tint pays a $15 deposit. A $900 lip blush pays a $450 deposit. Same percentage, fair to everyone.
Deposits are non-refundable, but they are transferable to a future appointment if you reschedule with at least 24 hours notice (see Cancellations below).
Cancellations + reschedules
24 hours notice.
We ask all clients to cancel or reschedule at least 24 hours in advance, online or by phone. This gives us time to offer the slot to someone on our waitlist.
Cancellations or reschedules with less than 24 hours notice: the deposit is forfeited (50% of the service total). The card on file is charged for the deposit if it hasn't been collected already.
No-shows: the card on file is charged the remaining balance of the service (100% of the service total). We hold the time, the chair, the artist, and the room for you — not showing up costs the studio those resources whether you arrive or not.
Reschedules made 24+ hours in advance: deposit transfers to your new appointment. No additional fee.
Late arrivals
15-minute grace period.
We allow a 15-minute grace period for late arrivals. After that, we may not be able to accommodate the appointment, and the client remains liable for the time held.
We understand unforeseen things happen — if you're going to be late, text us. If we can still fit you in, your service will end at the originally scheduled end time, and the full service fee applies.
A late arrival of 15 minutes or more may result in needing to reschedule, and the full service fee will be applied. We're sorry to be strict on this — running over on one appointment cascades into delays for every client after, and that isn't fair to anyone.
Permanent Makeup (additional)
PMU has its own rules.
Permanent Makeup appointments require a longer prep window because we block extended time and prep a fully sterile suite for each client. The general policies above apply, plus:
48-hour reschedule notice for PMU. The standard 24-hour rule doesn't apply — PMU appointments need 48 hours to be transferable.
No pets or children on the day of your service. Our PMU room is a sterile environment and additional people in the studio compromise that.
Two-year rule. If more than two years have passed since your last PMU appointment with us, the work is treated as a brand-new service at full price — not a touch-up. Skin and pigment change enough over that window that we have to start fresh.
Full PMU details on the Permanent Makeup page.
Refunds + satisfaction
We make it right within 3 days.
Deposits are non-refundable but transferable to a future appointment when you reschedule with proper notice (24 hours for most services, 48 hours for PMU).
Service satisfaction: if you're not happy with how a service turned out, let us know within 3 days of your appointment and we'll fix it complimentary. We'd rather have you back in the chair to make it right than have you walk away unhappy. After 3 days the work is considered settled — come back for your next refresh appointment.
Retail products: all product sales are final. Due to the nature of beauty products (skincare, cosmetics, anything that touches your skin or eyes), we cannot accept returns or issue refunds for any product purchase — opened or unopened. If you have questions about a product before purchasing, ask our team — we'd rather you leave with the right product than the wrong one.
Questions about a policy?
Text us at (619) 415-6677 or email hello@sdlashes.com. Real humans respond within business hours.