1. Eligibility for treatment

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To protect the safety of our clients and achieve the best results, the following eligibility criteria apply:

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• Pregnancy: We do not perform cosmetic tattooing on individuals who are pregnant.
  Reason: During pregnancy, there are changes in a woman’s hormonal levels, which can affect the healing process and result in unpredictable outcomes. Additionally, some numbing creams or products used during the procedure may not be suitable for pregnant clients. For example, certain numbing agents can be absorbed into the bloodstream, and while they are generally safe for non-pregnant individuals, there may be risks during pregnancy due to altered body chemistry. For the safety of both the client and the baby, it’s best to avoid cosmetic tattooing during pregnancy.

• Breastfeeding: We do not perform cosmetic tattooing on individuals who are breastfeeding.
  Reason: Similar to pregnancy, some ingredients in numbing creams may be absorbed into the bloodstream. While there is little research on the potential risk of numbing cream transferring into breast milk, it's generally better to err on the side of caution. In addition, the healing process can be influenced by breastfeeding, which can affect skin hydration and healing time.

• Medical Conditions: We kindly ask that clients disclose any medical conditions, particularly autoimmune disorders, skin conditions (e.g., eczema, psoriasis)
  Reason: Certain health conditions like autoimmune disorders, skin conditions (e.g., eczema, psoriasis), or any active infections can interfere with the healing process or cause complications during tattooing. For example, those with autoimmune conditions may experience abnormal healing, or conditions like eczema can make the skin more sensitive and prone to irritation. Additionally, if someone has diabetes, it may impair their healing ability, so it’s important they are fully aware of potential risks. Clients should disclose any health conditions, especially those that might impact skin healing.

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2. Client Responsibility & Consultation

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Before undergoing any treatment, clients must fill out the required consultation and numbing cream forms to ensure the procedure is safe for them. The forms will ask about your medical history, any allergies, and other relevant health information. We ask that clients are thorough and provide any information that may affect the treatment.

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If we identify any concerns, we will discuss them with you prior to proceeding with the service.

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3. Informed Consent

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By signing the consultation and numbing cream forms, you acknowledge that you fully understand the procedure, its potential risks, and the healing process. You also confirm that all the information provided is accurate to the best of your knowledge.

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4. Consultation Requirement

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A free phone consultation is available if you have questions before booking.

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Every appointment includes a detailed in-person consultation at the start of the session. During this time, we will review your consultation forms and discuss the treatment plan.

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Before your scheduled treatment, we’ll also go over the consultation form to ensure you’re a suitable candidate for the procedure. If any concerns arise, either we or the compounding chemist will contact you to discuss them further.

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5. Treatment Limitations & Aftercare

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Pre-Treatment Preparation

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To ensure the best results from your treatment, please avoid the following at least 24 hours before your appointment:

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• Alcohol: Alcohol can thin the blood, which may result in excessive bleeding during the procedure.

• Aspirin or Blood Thinners: These medications can also increase bleeding, making the procedure more difficult.

• Caffeine: Caffeine can make you more sensitive during the treatment and may increase discomfort.

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Aftercare

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The healing process is a crucial part of achieving the best results from your cosmetic tattooing treatment. It’s essential that you follow the aftercare instructions carefully. Failure to do so may affect the outcome of your treatment, and we are not responsible for results that do not meet expectations if proper aftercare is not followed.

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6. Confidentiality & Privacy

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All personal information, including consultation forms and medical history, is confidential and will only be used for the purposes of your treatment. We adhere to privacy laws and regulations to protect your data.

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7. Liability & Disclaimers

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Liability: While we strive to provide the highest standard of care, you acknowledge that cosmetic tattooing involves risks and that the final outcome may not always be exactly as expected. We are not liable for any unsatisfactory results that may occur due to factors outside of our control, such as improper aftercare, allergies, or pre-existing skin conditions.

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Allergic Reactions: If you experience an allergic reaction or irritation after the treatment, please notify us immediately. We may recommend seeing a healthcare provider if needed.

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8. Changes to Terms and Conditions

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Policy Updates: Lemonade reserves the right to update or amend these Terms and Conditions at any time. You will be notified of any changes, and by continuing to book treatments with us, you agree to comply with the latest policies.

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Deposit Policy

In order to secure your appointment, we require a 50% deposit. Here's how it works:

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• Your appointment will not be confirmed until we receive the 50% deposit. Without this deposit, your appointment is not guaranteed.

• The cost of the numbing cream required for your appointment is included in your service. When you pay your deposit, we will order the numbing cream for you in advance.

• If you cancel your appointment after we’ve already ordered the numbing cream, we will retain $50 from your deposit to cover the cost of the cream.

Cancellation Policy

We completely understand that life can be unpredictable! If you need to cancel or reschedule your appointment, please take note of the following:

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• We kindly ask that you provide at least 48 hours' notice if you need to cancel or reschedule your appointment.

• If you cancel or reschedule within 48 hours of your appointment, a fee of 30% of the total appointment value will be charged.

• If you do not attend your scheduled appointment without notifying us, a 50% charge of the total appointment value will apply.

Treatment Expectations

At Lemonade, we are dedicated to providing high-quality cosmetic tattooing and brow treatments. It is important that clients have a clear understanding of what to expect before, during, and after their procedure to ensure the best possible experience and results. By booking an appointment with us, you acknowledge that you have read and understood these treatment expectations and agree to follow all guidelines provided.

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1. Realistic Expectations

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• Cosmetic tattooing is a semi-permanent procedure. While results can last for several years, fading over time is natural and expected.

• The final healed result varies from client to client due to skin type, lifestyle, and aftercare adherence.

• Perfect symmetry cannot be guaranteed as each individual’s facial structure is unique.

• Some clients may require a touch-up appointment (typically 6-8 weeks after the initial procedure) to perfect the results

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2. Healing Process & Colour Changes

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• Immediately after the procedure, brows may appear darker and more intense than the final healed result. This is normal and will soften over time.

• During the healing phase (approximately 7-14 days), it is normal to experience flaking, scabbing, and some unevenness.

• Colour will fade by 30-50% during healing, and the true colour will settle in after a few weeks.

• Oily skin types may experience faster fading and may require more frequent touch-ups.

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3. Potential Risks & Limitations

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• While we take every precaution to ensure safety and hygiene, some clients may experience minor irritation, swelling, or redness post-procedure.

• Clients with sensitive skin, oily skin, or certain medical conditions may not retain pigment as effectively as others.

• If you have had previous cosmetic tattooing, results may vary depending on how much pigment remains in the skin.

• Touch-ups may be required to achieve desired results, and additional sessions beyond the complimentary touch-up may incur extra charges.

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4. Factors That May Affect Your Results

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• Skin type (oily skin may cause pigment to fade faster or heal with a softer appearance).

• Medications & health conditions (blood thinners, certain skincare products, or health issues may impact healing and retention).

• Sun exposure (UV rays can cause premature fading—wear SPF once the area is fully healed).

• Skincare routine (anti-aging products, retinol, and exfoliating treatments can break down pigment over time).

• Lifestyle habits (smoking, excessive sweating, or swimming can impact how long your results last).

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5. Commitment to Aftercare

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• Proper aftercare is essential to achieving optimal results.

• You will receive detailed aftercare instructions, and failure to follow them may result in poor retention or uneven healing.

• If you do not follow the recommended aftercare guidelines, we are not responsible for the outcome of your treatment.

Refund Policy

At Lemonade, we take great pride in our work and are committed to ensuring client satisfaction. However, due to the nature of cosmetic tattooing and beauty treatments, refunds are subject to the following policies:

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1. Deposits & Appointment Cancellations

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• A 50% deposit is required to secure your appointment. This deposit will be fully refunded if you cancel or reschedule with at least 48 hours’ notice.

• If you cancel or reschedule with less than 48 hours’ notice, 30% of the appointment value will be retained as a cancellation fee.

• If you fail to attend your appointment without notice, 50% of the appointment value will be charged.

• Once we have purchased your numbing cream, we will retain $50 from your deposit to cover its cost, even if you cancel with more than 48 hours’ notice.

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2. Refunds on Completed Treatments

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• Due to the nature of cosmetic tattooing and beauty treatments, we do not offer refunds on completed services.

• Cosmetic tattooing is a multi-step process, and a touch-up session is typically required to perfect the results. Unevenness or fading after the initial session is normal and will be addressed in the touch-up.

• While we aim for the best possible results, individual healing and retention vary based on skin type, aftercare, and lifestyle. Results cannot be guaranteed.

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3. Touch-Up Policy

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• A touch-up appointment is required 6-12 weeks after your initial session and is a separate paid service.

• If further adjustments are needed after your first touch-up, a complimentary second touch-up is available but must be scheduled within 6-10 weeks of your first touch-up.

• Any additional touch-ups or corrections outside this timeframe will be charged at our standard rates.

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4. No-Show & Late Arrival Policy

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• If you arrive more than 45 minutes late, we may not be able to proceed with your appointment, and the 50% no-show fee will apply.

• If you anticipate being late, please call us as soon as possible so we can assess if we can still accommodate you.

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By booking an appointment, you acknowledge and agree to this refund policy. If you have any questions, please contact us before booking.

Photos & Social Media Policy

At Lemonade, we love to showcase the amazing results of our work! With your permission, we take before-and-after photos during your appointment, which may be used for:

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• Social media (Instagram, Facebook)

• Our website and portfolio

• In-salon displays

• Marketing materials and promotional content

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Consent Process

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We ask for your consent to take and use these photos as part of our services. If you’re comfortable with this, we will use your photos to share your beautiful transformation with others.

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However, if you prefer not to have your photos used, you can opt out at any time. Simply let us know by checking the box on the consultation form or inform us at the start of your appointment.

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Privacy

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Rest assured, we respect your privacy. If you choose to opt out, we will ensure that no photos are taken or shared without your consent.

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Infection Control and Hygiene Standards

At Lemonade, we take infection control and hygiene very seriously. We adhere to the highest standards to ensure the safety and wellbeing of our clients. All procedures are carried out in accordance with current health regulations and guidelines. Specifically:

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• Sterilised Equipment: All tools and equipment are thoroughly cleaned and sterilised after each use.

• Single-Use Items: We use disposable items where applicable (e.g., needles, gloves, and other implements) to prevent cross-contamination.

• Clean Environment: Our treatment areas and stations are sanitised regularly to maintain a safe and hygienic environment.

• Personal Protective Equipment (PPE): Our staff wear appropriate PPE, including gloves and masks, to maintain a sterile environment and to protect both clients and staff.

• Hand Hygiene: We follow strict hand hygiene protocols, washing and sanitising our hands before and after each treatment.

• Waste Disposal: All waste, including sharps, is disposed of in a safe and hygienic manner.

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If you have any concerns or would like further details about our infection control measures, please feel free to ask during your consultation.

Complaints and Dispute Resolution

At Lemonade, we are committed to providing an excellent service to all our clients. However, we understand that there may be occasions where clients feel dissatisfied. We encourage you to reach out to us directly so we can resolve any concerns as quickly and fairly as possible.

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If you are dissatisfied with any aspect of your treatment or experience, we ask that you follow the steps below:

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1. Initial Discussion: If you have a complaint, please discuss it with us at your earliest convenience. We will try to resolve the issue promptly.

2. Formal Complaint: If you are not satisfied with the outcome, please submit a formal complaint in writing, detailing the nature of the issue. This can be done via email to excuseme@lemonadebrows.au

3. Resolution: Upon receiving your complaint, we will acknowledge it within 10 business days. We will investigate the issue and respond with a proposed resolution.

4. Third-Party Mediation: If we are unable to resolve the matter directly, we may offer mediation through a recognised third-party body or industry association, such as ABIC.

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We aim to resolve all complaints fairly and efficiently, ensuring our clients’ satisfaction.

Insurance Coverage

At Lemonade, we hold both Professional Indemnity Insurance and Public & Products Liability Insurance to ensure the highest level of protection for our clients and services. Our insurance covers:

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• Professional Indemnity: AUD $1,000,000 per claim

• Public & Products Liability: AUD $20,000,000 per claim

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These policies provide protection in the event of any professional errors, omissions, or liabilities related to the services we offer. Our insurance is valid from April 23, 2025 to April 23, 2026.

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For more detailed information or any queries regarding our insurance coverage, please feel free to contact us directly.

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(Full disclosure: We may forget to update this part of the website, if the dates don't seem quite right in the statement above, please let us know so we can make sure we have updated this policy - Much appreciated x)