We ask that you please cancel or reschedule your appointments with 24 hour notice. Cancelling, no showing or rescheduling an appointment within 24 hours of the scheduled appointment time may result in a 50% charge of scheduled services. If you can’t get into direct contact with us, please leave a voicemail or text to our store phone at 502-888-6345.

Please allow yourself enough time to locate us and have a couple minutes to sit and relax in our lounge area. If it is your first visit, we require you to arrive 10 minutes before your scheduled appointment time to fill out new client paperwork. If you arrive more than 5 minutes past your appointment start time, we may not have enough time to complete your service as most appointments are only 30 minutes long. We will always do our best to accommodate you, however arriving late may result in a shortened service or having to reschedule. We never wanted to rush your experience with us.

We require a card on file for all appointment reservations. This card will not be charged, but used as a place holder for a speedy checkout after your appointment or if our No Show & Late Cancel policy is to be enforced. You are always welcome to use a different card at checkout as well.

Any appointments booked for a patron under the age of 18 are subject to a consultation before treatment. Many of our products and services use medical grade systems which have not been approved or clinically tested on people under the age of 18. To ensure the safety of our guests, we reserve the right to not provide services to patrons 18 and under. We will do our best to accommodate and treat all clients within reason.

If bringing plus ones to your appointment, they may wait in our front lounge during your service. Our space is a great opportunity to get away and relax, so children may not accompany you to your appointment. If your plus one is under the age of 18 and unable to be left alone and unattended in our front lounge during your appointment time, we reserve the right to reschedule your appointment for a more appropriate time for you.

With groups larger than 4 people, we may require a deposit to book your appointment. Cancellations and changes must be made a minimum of 24-hours in advance otherwise a cancellation charge of 50% of the total services booked will be charged to the card on file.

Facial party cancellations or reschedules must be done so with at least 72 hours notice. Failure to do so will result in a 50% charge of total services booked to the card on file. We ask that all client paperwork and confirmations be completed with at least 72 hours notice so we can best prepare for your party.

We kindly ask that you turn your cell phones and electronics to vibrate upon arrival. Our space is a great opportunity to get away and relax- please be mindful of others. Our space is unique- please be aware that conversation and noise is likely to occur in our bar treatment appointments.

PRODUCTS

In the event you purchase any of our skin devices for home use and find them to be defective, we will exchange them within 30 days of purchase, provided a receipt is presented and defect is confirmed by management. You may return unused & unopened skin care products in original packaging within 7 days for an exchange or store credit (on a giftcard).

Online purchases are not returnable, refundable, or exchangeable.

SERVICES

If you are displeased with your service at Lumi, please bring it to the attention of the receptionist or manager at the time of checkout. It is our policy to ensure that all services are provided properly and professionally, and upon approval of management, you will be eligible to receive a complimentary service in order for us to have the chance to “make it right”. We do not provide refunds for services or packages; the sole remedy is providing a complimentary follow-up service. Pictures may be requested for documentation.