Lash policies
Need clarification?
If you have any questions about our lash policies, please reach out via WhatsApp.
Booking & Deposits
How do I book an appointment?
By appointment only — book through our website, Instagram, or WhatsApp.
Is a deposit required?
A non-refundable $300 deposit is required to secure your appointment. The deposit is applied toward your service total on the day.
Cancellation & Rescheduling
How far in advance must I reschedule?
Reschedule at least 48 hrs in advance, or your deposit will be forfeited.
What happens if I don't show up?
No-show: deposit will be forfeited, and future bookings may be declined.
What if I'm feeling unwell?
If you are feeling unwell, please reschedule your appointment out of respect for our artists and other clients.
Late Arrivals
Is there a grace period for late arrivals?
15-minute grace period. Arrivals 15 min late may result in reduced service.
What if I'm more than 15 minutes late?
Appointments may be cancelled for arrivals 15+ min late.
Lash Fill Eligibility
How soon must I book a fill?
Fills must be booked within 3 weeks of your last appointment. Anything after 3.5 weeks is considered a full set.
What retention is required for a fill?
Minimum 40–50% retention required for a fill. Less = full set pricing.
I got my lashes done elsewhere. Can I still get a fill?
Lashes done elsewhere are subject to an additional $120 foreign fill surcharge.
Payment
When is payment due?
Full payment is due at the time of service.
What payment methods do you accept?
We accept cash, Visa, Mastercard, WeChat Pay, PayMe, and Alipay.
Health & Safety
How should I prepare for my appointment?
Arrive with clean, makeup-free eyes. Remove all eye makeup beforehand.
Do I need to disclose anything?
Disclose all allergies, eye conditions, or recent eye procedures.
Can I wear contact lenses?
Do not wear contact lenses to your appointment.
What if I have an eye infection?
Clients with active eye infections will not be serviced.
Do you offer patch tests?
A patch test is strongly recommended for new or sensitive clients (24–48 hrs prior).
Aftercare
Can I get my lashes wet after my appointment?
Do not get lashes wet for 6 hours.
What products should I avoid?
Do not use oil-based products around the eye area.
How should I maintain my lashes?
Clean and brush them daily. Avoid rubbing, pulling, or picking. Sleep on your back. Avoid steam and heat. Do not use mascara or eyelash curlers.
Satisfaction & Refunds
Are services refundable?
All services are non-refundable.
What if I'm not satisfied?
Concerns must be raised within 48 hrs. A complimentary touch-up may be offered at the artist's discretion.
Studio Policy
Are children allowed in the studio?
Our studio is an adult-only space — we appreciate your understanding.
By booking an appointment, you confirm you have read, understood, and agree to all policies above. You consent to treatment and acknowledge that Cloud Nine is not liable for reactions resulting from undisclosed conditions or failure to follow aftercare.