Lashcara Lash Clinic® — Client Terms and Booking Policy

Effective date: 26 July 2026 | v2.0

Lashcara Lash Clinic® is committed to providing personalised lash services in a calm, hygienic and professionally managed environment. This Client Terms and Booking Policy explains our appointment arrangements, service policies and the responsibilities of Lashcara and its clients.

By confirming an appointment, paying a booking fee or proceeding with a service, the client acknowledges that these terms have been made available for review and agrees to comply with them.

The version communicated or linked at the time of booking will ordinarily apply to that appointment. Nothing in this policy is intended to exclude or restrict any right or remedy that cannot lawfully be excluded under applicable Indian law.

1. Appointment Requests and Confirmation

Lashcara Lash Clinic® operates strictly by prior confirmed appointment and does not ordinarily accommodate walk-ins.

Appointment requests may be made through:

WhatsApp or telephone;
The website contact form;
Email; or
An official Lashcara social-media account.

WhatsApp or telephone is the preferred means of booking. Website forms, email and social-media messages may take longer to reach the appropriate team member or receive a response.

A message, enquiry, telephone conversation or form submission is only an appointment request. An appointment is confirmed only when Lashcara expressly confirms:

The service;
Date and time;
Clinic location;
Assigned artist or service arrangement, where relevant; and
Any required booking fee.

Clients should not travel to any clinic location until these details have been confirmed.

Our artists do not ordinarily interrupt an ongoing client’s reserved session to answer calls or messages. An immediate response may therefore not always be possible, but we will respond at the earliest reasonably available opportunity.

Appointment reminders may be sent as a courtesy. The client remains responsible for noting and verifying the confirmed date, time and location, whether or not a reminder is received.

2. Clinic Locations

Primary Clinic

Lashcara Lash Clinic®
Shop 138, First Floor
93 Avenue Mall
Fatima Nagar, Wanowrie
Pune 411022

Associate Clinic — Koregaon Park

Lane 5, Koregaon Park, Pune

Associate Clinic — Uday Baug

Uday Baug, Ghorpadi, Pune

Services at associate clinics are available strictly by prior confirmation and are subject to artist, facility and appointment availability.

Services, facilities and scheduling arrangements may differ between locations. A booking at one location cannot automatically be transferred to another location.

The appointment confirmation will identify the actual service location and, where relevant, the person or entity providing and invoicing the service. The description of a location as an “associate clinic” does not imply that Lashcara owns or independently operates that premises.

3. Booking Fees, Prices and Payment

A reasonable booking fee may be required to reserve an appointment. The amount and payment method will be communicated before confirmation.

The booking fee:

Reserves the artist’s time for the confirmed appointment;
Will be adjusted against the final price of the booked service; and
May be retained, transferred, credited or refunded in accordance with this policy and the appointment confirmation.

Full payment of the remaining amount is ordinarily due on completion of the service.

Current prices and applicable taxes will be communicated before confirmation or displayed through an authorised Lashcara channel. A receipt or invoice will be issued where applicable.

Additional charges may arise where the client requests or requires:

Removal of existing extensions;
Correction of work performed elsewhere;
A different or additional service;
Conversion of a refill appointment into a new full set; or
Additional work not included in the original booking.

Any material change in service or price will be explained before the additional work begins. Lashcara will not impose an undisclosed additional charge merely because a service takes longer than originally estimated.

4. Cancellation and Rescheduling by the Client

We understand that plans may change. Clients are requested to provide at least 24 hours’ notice when cancelling or rescheduling an appointment.

Unless different terms are stated in the appointment confirmation:

A request received at least 24 hours before the appointment may ordinarily allow the booking fee to be transferred once to another available appointment within 60 days.
A cancellation or rescheduling request received less than 24 hours before the appointment may result in retention of the booking fee.
Where no booking fee was paid, or the fee is less than the reasonable late-cancellation charge, Lashcara may require an additional amount of up to 50% of the booked service value before accepting a further appointment.
A client who does not attend and does not provide reasonable notice may be charged up to the full value of the reserved service, after crediting any booking fee already retained.

The total cancellation or no-show charge will not exceed the value of the booked service.

Late-cancellation and no-show charges reflect the time reserved exclusively for the client and the difficulty of reallocating a specialist appointment at short notice. Lashcara may consider a genuine and documented emergency at its reasonable discretion.

Repeated late cancellations, rescheduling or missed appointments may result in:

A requirement for a larger advance payment;
Payment in full before confirmation; or
A reasonable restriction on future bookings.

5. Late Arrival

Clients are requested to arrive on time and with lashes prepared as advised.

If a client arrives late, Lashcara will assess whether the service can still be completed without compromising:

Quality;
Comfort;
Hygiene;
Natural-lash suitability; or
The appointment time reserved for subsequent clients.

Where appropriate, the service may be modified or shortened after discussion with the client. Where insufficient time remains, the appointment may need to be rescheduled and the booking fee or applicable late-cancellation charge may be retained.

Lashcara will not perform a rushed, incomplete or unsuitable service merely because a client has arrived late.

6. Cancellation or Change by Lashcara

Occasionally, an appointment may be affected by artist illness, equipment failure, facility unavailability, severe weather, public restrictions or another circumstance beyond reasonable control.

Where Lashcara cannot provide the confirmed appointment, we may offer:

A suitable alternative date or time;
Another suitably trained artist;
An alternative confirmed location;
Transfer or credit of the booking amount; or
A refund of the unused booking amount where a reasonable alternative cannot be provided or is not accepted.

The client will be informed before any material substitution of artist, service arrangement or location.

Nothing in this clause excludes responsibility arising from negligence, deficient service or any obligation that cannot lawfully be excluded.

7. Consultation and Client Disclosure

Every service is subject to consultation and suitability.

The client must disclose, to the best of their knowledge, information reasonably relevant to the service, including:

Known allergies or sensitivities;
Previous reactions to lash adhesives, lifting solutions, tints, cosmetics or similar products;
Current redness, swelling, watering, pain, discharge, infection or irritation involving the eyes or eyelids;
Recent eye surgery, procedure, injury or medical advice;
Relevant medicines or health circumstances;
Contact-lens use;
Pregnancy or breastfeeding where relevant to product instructions or individual assessment;
The condition of the natural lashes and eyelids; and
Any other matter that may reasonably affect comfort or suitability.

The client must update Lashcara if relevant information changes before a later appointment.

Lashcara may postpone, modify or decline a service where proceeding may not be appropriate. This decision may be based on disclosed information, visible symptoms, natural-lash condition, manufacturer instructions, hygiene considerations or the artist’s reasonable assessment.

Lashcara provides cosmetic lash services. It does not diagnose or treat eye disease and is not an emergency, medical or ophthalmic-care provider.

8. Clients Below 18 Years of Age

Lashcara services are ordinarily provided only to adults.

A service for a client aged 16 or 17 may be considered only where:

The client’s age is disclosed before booking;
The booking is made or approved by a parent or lawful guardian;
Written consent and relevant documentation are completed by the parent or guardian;
The parent or guardian is present where required by Lashcara; and
Lashcara considers the requested service appropriate.

Lashcara may decline a service to a person below 18 years of age. Services are not ordinarily offered to clients below 16.

9. Patch Testing

Patch testing may be recommended or required depending on:

The selected service;
Previous reactions or disclosed sensitivities;
The client’s history;
The instructions applicable to the products being used; or
Lashcara’s reasonable professional judgement.

The method and timing of a patch test will be communicated according to the particular service and products.

A negative patch test cannot guarantee that no later irritation, sensitivity or allergic reaction will occur. A patch test may not reproduce the exposure conditions of the complete service.

Where Lashcara considers patch testing necessary, the service will not proceed if the client declines or does not complete the test within the advised period. A waiver cannot override a mandatory suitability or safety decision.

10. Service Planning and Duration

Lash services are personalised according to factors such as:

Eye shape and facial balance;
Natural-lash length, density, direction and condition;
The client’s desired appearance;
Comfort and maintenance preferences;
Lifestyle; and
The suitability of the proposed design.

Service durations communicated before an appointment are estimates. Actual time may vary because of consultation requirements, natural-lash condition, removal needs, selected style and client comfort.

After discussion with the client, Lashcara may modify the proposed curl, length, density, method or design where reasonably necessary for comfort, suitability or the condition of the natural lashes.

The client may ask questions or request that the service be paused or stopped at any time. Where a service is stopped after it has begun, any charge will be determined reasonably according to the time reserved, work completed, products used and the circumstances.

11. Results and Retention

Reference photographs, online images, edited images and examples of previous results are illustrative.

An exact reproduction of another person’s result, a social-media image, an edited image or a previous lash set cannot be guaranteed. Natural lashes, eye shape and individual features differ.

The appearance and retention of lash extensions may be influenced by:

The natural lash-growth cycle;
Lash density and condition;
Skincare and cosmetic products;
Cleansing and aftercare;
Rubbing, pressure and sleeping habits;
Exercise, swimming, steam and climate;
Hormonal or lifestyle factors; and
Other individual circumstances.

Lashcara does not guarantee a fixed retention period or identical results between clients or appointments.

Any concern about the planned result should be discussed during the consultation so that expectations may be aligned before the service begins.

12. Refill Eligibility

To qualify for a lash-extension refill, an appointment should ordinarily:

Take place within 21 days of the previous application; and
Begin with approximately 40% or more of the extensions remaining.

These are indicative criteria rather than an automatic entitlement to refill pricing.

The artist will also consider:

The distribution of remaining extensions;
Natural-lash growth and outgrowth;
Direction and condition;
Cleanliness;
Adhesive build-up; and
Whether the remaining work can be safely and attractively incorporated.

Where the existing set is not suitable for a refill, the artist may recommend removal, a new full set or another appropriate service. The revised service and price will be explained before proceeding.

13. Existing Work Performed Elsewhere

Existing extensions applied by another provider must be assessed before Lashcara undertakes a refill, correction or removal.

Photographs shared before the appointment may assist with preliminary guidance but do not constitute a final assessment.

Lashcara may decline to work over an existing application where, for example:

Natural lashes are not appropriately isolated;
Excess adhesive or unsuitable weight is present;
Extensions are significantly outgrown, twisted or matted;
Hygiene or natural-lash condition is compromised; or
The existing work cannot reasonably support the requested result.

Professional removal and a new set may be recommended. Any related charges will be explained before proceeding.

Lashcara is not responsible for defects, discomfort or damage resulting from work performed elsewhere, except to the extent that such concern is caused or worsened by Lashcara’s own service.

14. Lash Removal

Professional removal of lash extensions is available where appropriate.

Clients are strongly discouraged from pulling, peeling, cutting or attempting to dissolve extensions at home, as improper removal may affect the natural lashes or surrounding eye area.

Removal may be recommended or required before:

A new full set;
Correction of unsuitable existing work;
A change of design; or
Further assessment of the natural lashes.

Removal cannot guarantee that the natural lashes will immediately return to an earlier appearance where normal shedding, breakage, previous application or earlier self-removal has affected them.

15. Reactions, Discomfort and Urgent Concerns

Lash services involve products and procedures used close to the eyes. Irritation, sensitivity or allergic reaction may occasionally occur despite reasonable precautions, a negative patch test or previous uneventful services.

The client should inform Lashcara promptly of unusual discomfort or a suspected reaction.

Significant redness, swelling, pain, discharge, visual disturbance, breathing difficulty or another urgent health concern requires prompt attention from an appropriately qualified healthcare professional. The client should not wait for an aesthetic-assessment period before seeking care.

Lashcara does not provide emergency or ophthalmic treatment.

Nothing in this policy excludes or limits responsibility that cannot lawfully be excluded, including responsibility arising from negligence, deficient service or violation of applicable consumer law.

16. Aesthetic Concerns, Corrections and Refunds

Lash services are personalised and involve reserved professional time and consumable products.

A refund is not ordinarily provided solely because:

The client changes their mind after receiving the agreed service;
The client later prefers a different style; or
The outcome differs from a subjective expectation that was not communicated during consultation.

An aesthetic concern should preferably be reported within 48 hours of the service. Lashcara may request clear photographs and may require an in-person assessment before proposing a resolution.

Depending on the circumstances, Lashcara may offer:

Advice or an aftercare review;
A minor correction;
Removal;
A repeat service; or
Another reasonable resolution.

The 48-hour period relates to eligibility for prompt complimentary aesthetic assessment. It does not extinguish health-related concerns or any right or remedy available under applicable law.

Nothing in this policy restricts a remedy that may be available in relation to an unperformed, materially incomplete or deficient service.

17. Aftercare

Clients must follow the aftercare instructions provided for their particular service.

Instructions may differ between:

Lash extensions;
Keralash Lash Lift®;
Lash tinting;
Lash removal; and
Other services.

Product requirements and professional guidance may change. The current instructions communicated for the individual service will therefore apply instead of any general instruction found in older messages or online material.

Retention or appearance affected by failure to follow aftercare does not ordinarily qualify for complimentary correction. Lashcara will nevertheless assess a genuine concern fairly on its individual circumstances.

18. Hygiene, Privacy and Conduct

Lashcara seeks to maintain a calm, clean and private environment.

Only the client receiving the service may ordinarily enter the service area. A parent, guardian, interpreter or essential support person may be permitted where reasonably required and arranged in advance.

Children, pets and additional guests cannot ordinarily be accommodated because of the nature of the workspace, appointment duration and privacy of other clients.

Clients are requested to:

Keep mobile phones silent during the service;
Follow reasonable hygiene and preparation instructions;
Avoid touching products, instruments or working surfaces without permission;
Refrain from recording staff, other clients, confidential documents or clinic material without consent; and
Treat staff and other clients respectfully.

Lashcara may pause or discontinue a service in response to unsafe, unhygienic, abusive, threatening or inappropriate conduct. Any charge following discontinuation will be determined reasonably according to the circumstances, work completed, products used and appointment time reserved.

Respectful conduct is expected from both clients and Lashcara personnel.

19. Right to Refuse, Modify, Postpone or Discontinue

Lashcara may reasonably refuse, modify, postpone or discontinue a service where:

Relevant suitability information has been withheld or appears inaccurate;
The client appears unwell, impaired or unable to participate safely;
Active irritation, infection or another concerning symptom is present;
Proceeding may compromise comfort, hygiene, the natural lashes or the surrounding eye area;
Instructions reasonably necessary for the service are not followed;
The requested design is not considered suitable for the natural lashes;
The required patch test or consent documentation has not been completed; or
Abusive, threatening or inappropriate conduct occurs.

This discretion will be exercised reasonably, respectfully and without unlawful discrimination.

Where a service cannot proceed, the treatment of any booking fee will depend on the circumstances, including whether the relevant issue could reasonably have been disclosed before the appointment.

20. Communication

WhatsApp and telephone are Lashcara’s preferred channels for appointment communication.

Website forms, email and social-media messages may take longer to receive or answer. Messages sent to unofficial accounts, personal profiles, third-party directories or other platforms may not constitute valid appointment communication.

Appointment confirmations, changes and cancellations should be acknowledged through an authorised Lashcara communication channel.

Relevant communications may be retained as part of the appointment and service record where reasonably necessary and legally permissible.

WhatsApp and phone: +91 84848 49490
Email: lashcaraclinic@gmail.com
Working hours: Monday to Sunday, 11:00 am to 7:00 pm

21. Photography and Media Consent

Consent to photography or video for marketing, portfolio, educational or social-media use is separate from consent to receive a lash service.

Such photography or recording will require express and optional consent. Declining media consent will not affect access to services.

Where images are requested, the separate media-consent process should identify whether permission covers:

Full-face images;
Eye-area images;
Non-identifiable images;
Before-and-after comparisons;
Video; and
The proposed channels of use.

Digital editing or AI-assisted creative enhancement may be used in selected imagery for privacy, illustration or design purposes where appropriately disclosed.

Media consent may be withdrawn prospectively by contacting Lashcara in writing. Withdrawal may not reverse a lawful publication or use that occurred before the request was received, but Lashcara will make reasonable efforts regarding future use and content within its control.

22. Confidentiality, Privacy and Personal Data

Lashcara may collect personal information for:

Appointment administration;
Client communication;
Suitability and consent records;
Service planning and history;
Payment and accounting;
Complaints and corrections;
Safety-related records; and
Legal and regulatory compliance.

Lashcara does not sell client personal data.

Information may be accessed or processed, where reasonably necessary, by:

Authorised Lashcara personnel;
Relevant associate clinics;
Website, email, communication, payment and record-storage providers;
Accountants, legal advisers or other professional advisers; and
Authorities where disclosure is required by law.

Reasonable organisational and technical safeguards will be used, having regard to the nature of the information and applicable law.

Further details concerning purposes, retention, access, correction, withdrawal of consent and other available rights will be set out in Lashcara’s separate Privacy Notice.

Privacy enquiries may be addressed to:

lashcaraclinic@gmail.com

23. Offers and Promotions

Offers and promotional discounts are subject to any specific conditions communicated with them.

Unless expressly stated otherwise:

Only one offer may be used for an appointment;
An offer cannot be exchanged for cash;
Eligibility may depend on service, date, artist or location; and
Promotions may be altered or withdrawn prospectively.

A confirmed and paid appointment will not ordinarily be retrospectively altered merely because a promotion later changes.

Promotional communications must not be interpreted as a guarantee of a particular result or retention period.

24. Gift Cards and Prepaid Packages

Gift cards and prepaid packages are governed by the validity, eligible services, locations and other conditions stated when they are issued.

Unless expressly agreed otherwise, they are intended for the named recipient and may not be transferred.

Requests for extension, transfer, cancellation or refund will be considered according to:

The stated conditions;
Whether any service has already been used;
The reason for the request;
Lashcara’s ability to provide the service; and
Applicable consumer law.

An amount paid for a service that Lashcara is unable to provide will not be automatically forfeited.

25. Intellectual Property

Lashcara Lash Clinic® and Keralash Lash Lift® are protected trademarks.

The website copy, photographs, illustrations, graphics, service descriptions, forms, training material, lash designs, proprietary processes and other original brand assets associated with Lashcara may also be protected by intellectual-property law.

No material may be copied, reproduced, adapted, republished or commercially used without appropriate permission.

Unauthorised copying, deceptive adoption, passing off or use of an identical or confusingly similar mark may invite appropriate action under applicable law.

26. Complaints and Grievance Handling

Clients are encouraged to raise concerns directly so that they may be reviewed promptly and fairly.

A formal complaint may be submitted by WhatsApp or email and should include, where possible:

The client’s name;
Appointment date;
Service and location;
A clear description of the concern; and
Relevant photographs or supporting information.

Lashcara may request an in-person assessment before proposing a correction or resolution.

We aim to acknowledge a formal complaint within three working days and provide a substantive response as soon as reasonably practicable.

Direct resolution is encouraged but is not the client’s exclusive remedy and does not restrict any forum or right available under applicable law.

27. Governing Law and Jurisdiction

These terms are governed by the laws of India.

Subject to statutory consumer rights and legally available forums, competent courts and authorities in Pune, Maharashtra may have jurisdiction.

Nothing in this clause excludes access to a consumer commission, statutory authority or other forum available under applicable law.

28. Policy Updates, Severability and Waiver

Lashcara may update this policy prospectively to reflect changes in services, operations, safety practices or law.

The terms communicated or linked at the time of booking will ordinarily govern the confirmed appointment. A material later change will not ordinarily be applied retrospectively without notice.

A safety-related or legally required change may be applied where reasonably necessary. Where that change materially affects a confirmed service, the client will be informed and offered a fair opportunity to reschedule or cancel where appropriate.

If any provision is held invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

A failure by Lashcara to enforce a provision on one occasion does not constitute a permanent waiver of that provision.

General Disclaimer

The information in this policy and elsewhere on the Lashcara website is provided for general awareness and appointment administration. It does not constitute medical or ophthalmic advice.

Lashcara services are cosmetic in nature. Clients with medical or eye-related concerns should obtain advice from an appropriately qualified healthcare professional before booking or proceeding.

NOTE

This Client Terms and Booking Policy should be read together with Lashcara’s Privacy Notice and, where applicable, the client consultation, suitability and consent form; optional photography and media-consent form; and the current aftercare instructions for lash extensions, Keralash Lash Lift® or lash removal. These documents address separate matters and form part of Lashcara’s wider client-care and record-management process.