Service and product policies

01 / Cancellation

Cancellation and no-show

Plans change, and we understand that. We just ask for at least 24 hours notice to cancel or reschedule, so we have time to offer the spot to someone on our waitlist.

Cancellations or reschedules made within 24 hours of your appointment are charged 50 percent of the service total. If you do not show up and do not let us know, the full service total is charged.

How the charge is handled depends on how you booked. For appointments booked by phone or email, we keep a valid credit card on file, and any fee is applied to that card. Appointments booked online through Mangomint are paid in full at the time of booking to secure the slot. If you cancel one of those late or do not show, we keep the applicable fee and refund the balance back to you.

02 / Lateness

Late arrivals

Please arrive at least 10 minutes before your appointment so you have time to check in, settle, and start on time. New clients, give yourself 15 minutes so we can confirm your intake forms are complete before we begin.

If you arrive up to 15 minutes late, we may need to shorten your treatment so the next client is not delayed. We will always give you as much of your service as the day allows. If you are running behind, please call the studio and let us know.

Arriving more than 15 minutes late means we cannot service you that day, and the appointment is treated as a late cancellation, charged at 50 percent of the service total.

03 / Returns

Returns and refunds

Products

Unopened products in their original, sealed packaging can be returned within 15 days of delivery with your Studios Vis a Vis receipt. Once your return reaches us, we will refund your original payment or issue store credit, whichever you prefer.

For health and safety reasons, we cannot accept returns or exchanges on anything that has been opened, unsealed, or used. The one exception is an allergic reaction. If a product does not agree with your skin, email us at info@studiosvisavis.com within 15 days with two or more clear photos of the affected area. Once we have reviewed and confirmed the reaction, we will arrange a replacement or refund.

How to request a return

Email us at info@studiosvisavis.com with your order number, the items you would like to return, your order date, and your full name, address, and phone number. We will confirm your return and reply with return instructions and the shipping address.

Once you have our confirmation, pack the products into a box with the original packing slip and drop it off with your local carrier. Please allow up to 15 business days for us to process your return after it arrives back at the studio.

Return shipping is the customer's responsibility. We do not provide prepaid return labels, and original shipping charges are not refunded. If you would prefer to skip shipping altogether, online orders can also be exchanged in person at the studio.

Gift cards

Gift cards work like cash. They never expire, but they cannot be replaced if lost or stolen, and they cannot be exchanged for cash unless the law requires it. Gift card sales are final.

Services

If a treatment did not meet your expectations, we genuinely want to hear about it. Email us at info@studiosvisavis.com and tell us what went wrong. We do not offer refunds on services, but your satisfaction matters to us, and we will do everything we can to make it right. Honest feedback is how we get better.

04 / Decency

Decency agreement

Our team treats every client with care, respect, and professionalism, and we ask for the same in return. Inappropriate, aggressive, or disrespectful behaviour toward our staff will end the appointment, and the service will be charged in full. We reserve the right to decline or discontinue service to protect our team and our other clients.