рayment and warranty

Prepayment Procedure:
1. The advance payment is 50% of the service cost.
2. The advance payment must be made no later than 24 hours after scheduling the service.
3. The advance payment must be made on the website when booking online or the receptionist can send a payment link.
4. In case the client fails to attend the service and does not notify of cancellation 24 hours prior to the appointment, the advance payment is non-refundable.

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COMPANY POLICY:

In accordance with UAE Consumer Protection Law (Federal Law No. 15 of 2020) and our salon policy, please find below the updated terms and conditions for services at ÉLAN Lash & Brow Beauty Lounge:

1. Prepayment Requirement
A 50% non-refundable prepayment is required at the time of booking to secure an appointment:
• Services with duration of at least 2 hours
• If a client has cancelled / rescheduled / no-show for the second time in a row

NOTE: If prepayment is not received at least 24 hours prior to the scheduled appointment, the booking will be automatically canceled even without prior notice and without any acknowledgment from the client.

2. Balance Payment
The remaining 50% balance after prepayment is to be paid at the salon upon completion of the service. All prices are inclusive of applicable UAE taxes and fees.

3. Prepayment Conditions
The prepayment serves as a commitment to your reserved appointment and ensures that your specialist’s time is allocated exclusively to you. It is non-refundable and non-transferable, except in the event of:
• A proven error or cancellation by the salon (e.g., specialist’s unavailability or system issue).
• Service not rendered due to circumstances outside the salon’s control.
In such cases, clients will be offered either a refund or the option to reschedule without forfeiting prepayment, in full compliance with UAE consumer rights.

4. Booking Confirmations
All appointments must be confirmed at least 24 hours prior to the scheduled time. Our reception team will contact you via WhatsApp and/or phone call to confirm your appointment for the following day.

Due to the high volume of inquiries and an active waiting list, if no confirmation or response is received from the client, the appointment will be automatically canceled without prior notice, and the time slot may be offered to another client.
Please note that prepayment does not automatically confirm your booking.

5. Cancellations and Rescheduling
• Client-initiated cancellations or rescheduling made less than 24 hours before the appointment will result in the prepayment being forfeited.
• Cancellations or rescheduling made with at least 24 hours’ notice may be rescheduled once without additional charge, subject to availability.
• In such cases that a client has requested to reschedule and/or cancel the appointment for the second time in a row, a 50% non-refundable prepayment will be required to make/secure future booking/appointment.

6. No-Show Policy
Failure to attend the appointment without prior notice will be considered a no-show, and the prepayment will be forfeited in full. A new prepayment will be required for future bookings.

7. Late Arrivals
Please arrive on time to ensure the full duration of your service.

The DIFC area experiences heavy traffic throughout the day, particularly in the mornings and late afternoons, and parking availability is limited. We kindly recommend arriving early to ensure you reach your appointment on time and to avoid delays caused by traffic or parking constraints. ÉLAN Lash & Brow Beauty Lounge reserves the right to refuse or modify services in the event of late arrivals, in order to ensure that subsequent appointments are not affected. Arrivals more than 15 minutes late may result in:

• Shortened service time or adjustment of services based on the remaining time due to late arrival to avoid delays for the next client, or
• Appointment to be moved with another available specialist (subject to availability), or
• Appointment cancellation, with the prepayment forfeited
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SERVICE GUARANTEE
Our salon ensures all services are performed by qualified professionals and meet high-quality standards. If a technical issue occurs due to the procedure itself (not aftercare neglect), clients must report it within 4 days for an assessment and potential complimentary correction, in line with UAE Consumer Protection regulations.

Client Satisfaction, Adjustments & Refund Policy
(In accordance with UAE Federal Law No. 15 of 2020 on Consumer Protection)
ÉLAN Lash & Brow Beauty Lounge is committed to delivering services that meet agreed specifications and reasonable quality standards. In compliance with UAE Consumer Protection Law, clients are entitled to raise concerns regarding the quality of a service at the time it is rendered or within a reasonable period thereafter, subject to the conditions below:

A. Lash Extensions Services

1. Immediate Assessment & Corrective Action
If a client expresses dissatisfaction with the result during the appointment, the salon will assess the concern and, where technically feasible, offer appropriate corrective adjustments during the same visit at no additional charge.

2. Refusal of Corrective Action
If the client declines the offered corrective adjustments at the time of service, the salon will not charge for the service, provided that the lash extensions are fully removed during the same visit. Once removed, the service will be considered unresolved at the client’s request, and no further claims, refunds, or corrective services will apply.

3. Complimentary Redo Due to Time Limitation
If corrective action is agreed upon but cannot be completed during the same appointment due to time constraints:
— The full service price must be settled at reception.
— The client is given a complimentary redo within 4 calendar days from the original service date.
— The redo is subject to availability and must be booked with our salon receptionist at the time of original service date and completed within this timeframe.
— Any complimentary redo for Lash Extensions must be performed by the same specialist who conducted the original service. Requests for a different specialist shall be treated as a new, chargeable service.

4. Same Specialist Policy (Mandatory)
Any complimentary redo for Lash Extensions must be performed by the same specialist who conducted the original service. Requests for a different specialist shall be treated as a new, chargeable service.

5. Acceptance of Service Outcome
In line with consumer protection principles regarding service acceptance, the service shall be deemed accepted and satisfactory if the client:
— Fails to schedule or attend the complimentary redo within 4 calendar days, or
— Declines both corrective action and the removal of the lash extensions.
In such cases, the service will be considered duly rendered in accordance with the agreed terms, corresponding payment for service will be required and no refund, credit, or further corrective service will be applicable.

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B. Brow Lamination & Lash Lift Services (Irreversible Procedures)

1. Nature of the Service & Informed Acceptance
Brow Lamination and Lash Lift are chemical-based cosmetic procedures that permanently alter the structure, direction, and shape of the natural hair for the duration of the treatment cycle. Due to the nature of these services, results cannot be reversed, removed, or undone once the procedure has been completed.
By proceeding with the service, the client acknowledges understanding the process, expected outcome, and inherent limitations of the treatment.

2. On-the-Spot Review & Completion Confirmation
Before starting with the service, client will have an in-depth consultation regarding shape, direction, curl, styling, and colour.
Upon completion of the service, the client will be shown the final result and given the opportunity to review it before leaving the salon. Any concerns regarding shape, direction, curl, styling or colour must be raised immediately at the time of service completion.

3. Post-Service Claims & Assessment
Claims that the service was not performed correctly will only be considered if:
— The concern relates to a technical execution issue, and
— The issue is reported within 4 Days of the service, and
— The client has strictly followed all provided aftercare instructions.

Concerns based on personal preference changes, dissatisfaction with the aesthetic style, or expectations that differ from the consultation discussion do not constitute a service defect.

4. Complimentary Redo as Sole Remedy
Where a valid technical issue is confirmed upon assessment, the salon’s sole and exclusive remedy shall be a complimentary redo, to be scheduled within 4 calendar days from the original service date.
No refunds, partial refunds, service credits, or charge reversals shall apply once the service has been performed.

5. Same Specialist Policy (Mandatory)
Any complimentary redo for Brow Lamination or Lash Lift must be performed by the same specialist who conducted the original service. Requests for a different specialist shall be treated as a new, chargeable service.

6. Acceptance of Service Outcome The service shall be deemed fully accepted, satisfactory, and properly rendered if the client:
— Leaves the salon without raising a concern at completion, or
— Fails to report a qualifying issue within 4 Days, or
— Does not attend or schedule the complimentary redo within 4 calendar days, or
— Refuses the complimentary redo offered by the salon.

In such cases, the service will be considered completed in accordance with the agreed terms, and no dispute, refund, or claim shall be entertained thereafter.
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Why We Require Prepayment
We receive a high volume of bookings and schedule strictly on a first-come, first-served basis. Each appointment is reserved exclusively for you, and we do not double-book. When a confirmed slot is canceled or changed on short notice, it is often difficult to offer that time to another client — which affects availability and fair access for others.
Your prepayment allows us to maintain fairness, professionalism, and consistent quality of service. We sincerely appreciate your understanding and cooperation.
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WARRANTY DURATION:

1) Eyelash Extensions Warranty — 4 Days
Our quality guarantee is valid for 4 days following your appointment.
Please note that this warranty does not apply in the following cases:
— Natural shedding of extensions together with your own lashes, as part of the natural lash growth cycle
— Individual sensitivities or allergic reactions
2) Eyebrow or Eyelash Lamination Warranty — 4 Days
Our quality guarantee is valid for 4 days following your appointment.
Please note that this warranty does not apply in the following cases:
— Relaxation of the eyelash curl or alteration of the eyebrow shape following exposure to water or swimming pools
— Individual sensitivities or allergic reactions
3) Eyebrow Tinting Warranty — 2 Days
Our quality guarantee is valid for 2 days following your appointment.
Please note that this warranty does not apply in the following cases:
— Individual sensitivities or allergic reactions
— Changes in tint tone due to the use of cosmetic products, sun exposure, or swimming pool use
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Acknowledgement
By booking a service, you acknowledge that you have read, understood, and agreed to the above terms and conditions.
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Issued by:
ÉLAN Lash & Brow Beauty Lounge – Management Team This policy is governed by UAE Consumer Protection Law (Federal Law No. 15 of 2020) and may be updated without prior notice to ensure continued compliance with local regulations.