We strive to give you our very best in order to enhance your experience with us at Sage & Vine Aesthetics. We adhere to certain policies to benefit you and create an environment where our artists can focus on your needs. We welcome you and will work hard to provide a great experience as we hope to become your favorite medical spa in Richmond, VA!

​Customer Satisfaction

Customer satisfaction is the most important thing to us! We want you to absolutely love your results and your experience with each and every artist at Sage & Vine Aesthetics. If for any reason you are unhappy with the results or anything at all, please contact us within 2 days so that we can schedule an appointment to fix any issues.

Cancellation Policy

The time you schedule is reserved for your exclusive use. When appointments are missed, or cancelled without sufficient notice, we are often unable to fill the vacancy, causing substantial financial impact to our staff and the business.

Should you need to cancel or reschedule your appointment with us, we request 48 hours notice. Cancellations with less than 48 hours notice will result in a charge equal to 50% of the scheduled services. A missed appointment or appointment cancelled with less than 2 hours notice will result in a charge equal to 100% of the scheduled services.

If you are unable to commit to appointments in advance, we recommend calling the spa at (804) 517-5168 and asking to be placed on our Wait List. Should an opening in our schedule occur, you’ll receive a text notification and will have the opportunity to reserve that time for yourself.

3% Credit Card Fee: 

This will apply to credit card transactions (including memberships/payment plans).
No fee with debit cards or cash.

Late Arrivals

At Sage & Vine, our priority is to provide every client with the highest quality service in a relaxing and timely manner. To honor the experience of all our guests:

• Clients arriving more than 10 minutes late may need to shorten their service or reschedule, depending on the time remaining and the type of service booked.
• If a service must be shortened due to a late arrival, the full service fee still applies.
• If a client is so late that we are unable to perform the service and must reschedule, the full service fee will still be charged. The appointment time was held exclusively for you, and we must take care of our team’s time and livelihood.
• We will never rush a service to “fit it in” if it compromises quality or the experience for our next guest. In such cases, rescheduling may be the best option to ensure you receive the full benefits of your treatment.
• We recommend arriving 5–10 minutes early to allow time to check in and relax.

Lash Service Timing & Pricing Policy

Lash services at Sage & Vine are carefully timed to allow for precision and natural drying time variability due to weather and humidity. Our focus is on quality of placement and isolation, not fullness.

• If your appointment finishes early, the full service fee still applies. This time has been reserved specifically for you, and our pricing reflects the expertise, setup, and flexibility needed to deliver beautiful, lasting results.
• If you want to reserve extra time for fullness, we offer an “extended fill” for $15 and a “max fill” for $30. Extended fills are ideal when you just want a little extra TLC due to more than usual fall-out or simply have a lot of lashes! Max fills are great when you need nearly a full set but have about 25-30% of your extensions remaining.

Mobile Phones

Please turn your mobile phone to silent or vibrate while your visit. We want your experience to be relaxing as well as the other clients. Your eyes will be closed the entire time and you will not be able to answer the phone or text.

Children

Sage & Vine Aesthetics offers a relaxing environment for clients and staff. Children are welcome to enjoy services at Sage & Vine Aesthetics while accompanied by an adult. However, children without appointments are not permitted as the salon is not a safe or suitable environment for them. This policy is for the safety of your children, our staff and our clients as you are not able to attend to your children during your appointment.

Refund Policy

Please ensure to read our refund policy before booking services.

Duty To Inform

Your health and safety are of paramount important to us at Sage & Vine Aesthetics. We trust the information you provide on your client intake forms. Successful execution requires your full disclosure during all pre-service consultations. Sage & Vine will not be responsible for any adverse reactions to services rendered in circumstances where a guest failed to inform us of contraindicating conditions.

Important Note Regarding Lash Allergies

Any reactions to eyelash extensions is not foreseeable by Sage & Vine Aesthetics’s skilled & trained staff (or even by you). All care is taken to ensure your safety. We will go over your intake form with you and any contraindications, such as an allergies. No refunds will be issued for reactions, however, Sage & Vine Aesthetics will offer a Free Lash Removal should this unfortunate event occur. We kindly ask that you contact us immediately if you become aware of any type of irritation so we may assist you as quickly as possible.

Memberships

We offer several memberships to reward our loyal clients for their patronage. Commit to feeling you best and enjoy the convenience of memberships that cover all your routine treatments, and rewards you with extra points to splurge on. All memberships run on a 4 week basis. 1 point = $1 of products of services. You have the option of month-to-month memberships, or annual memberships.

​ Our Lash Extension Guarantee

At Sage & Vine, your lashes are never a “hope it works out” experience. They are customized. Consulted. Designed. And backed by our word.

Our Promise to You

Before every new Lash Extension appointment, we take the time to:
• Discuss your goals
• Review eye shape and natural lash health
• Explain fullness options (Classic, Angel, Hybrid, Volume, etc)
• Recommend and confirm your lash map (Open Eye, Cat Eye, Doll Eye, etc.)
• Ensure we are aligned before we begin

What if the end result isn’t what you were hoping for?

If your fullness or lash map result isn’t what you wanted, let us know! Ideally, we want to hear from you within 72 hours and schedule you for a redo at no charge. Your satisfaction matters. We will make it right.

If Retention Doesn’t Hold (Through No Fault of Your Own)

We stand behind our application technique and product quality. If your lash extensions experience abnormal shedding (2-4 a day is normal shedding) within the first 5 days, despite following proper aftercare, we will provide a complimentary fix.

We will assess:
• Aftercare compliance
• Natural lash cycle factors
• Environmental influences

If the issue is not due to picking, oil exposure, steam, illness, medication changes, or improper care, we will correct it at no cost to you.

What This Guarantee Is Not

This guarantee does not apply to:
• Natural lash shedding cycles
• Failure to follow aftercare instructions
• Exposure to oil-based products or steam
• Picking, pulling, or excessive friction
• Major changes in health, hormones, or medication

We believe in transparency, and we believe in partnership.

Why We Offer This

• Because choosing a lash artist should feel safe.
• Because your time and money matter.
• Because we are confident in our artistry.
• And because when you leave Sage & Vine, we want you obsessed.

Customer satisfaction is the most important thing to us! We want you to absolutely love your results and your experience with each and every artist at Sage & Vine Aesthetics. If for any reason you are unhappy with the results or anything at all, please contact us within 2 days so that we can schedule an appointment to fix any issues.

Our Lash Lift Guarantee

Lash lifts are part science, part artistry, and no two sets of lashes behave exactly the same.

At Sage & Vine, we believe your decision to trust us with your lashes should feel completely safe. That’s why every lash lift is backed by our expertise, our consultation process, and our commitment to making it right if adjustments are needed.

Why Lash Lifts Sometimes Need Fine-Tuning

Natural lashes vary widely in:

• Porosity and hydration levels
•  Thickness and strength
•  Growth direction and density
• Previous exposure to makeup, skincare, or treatments
• Some lashes lift quickly
• Some require longer processing
• Some can appear slightly frizzy if overprocessed
• Others resist the lift entirely and require technique or solution adjustments.

This is normal, and it’s exactly why experience matters.

Our Expert Approach

Before every lash lift, we:

• Assess lash health, texture, and hydration
• Discuss your desired lift intensity and style
• Select the appropriate rod/shield size
• Customize processing timing and solution strength
• Adjust technique based on your lash history

We also stay current on advanced techniques, including modern approaches like Korean lash lift methods, which can be ideal for stubborn, downward-growing, or resistant lashes.

Our Guarantee to You

Because lash lifts sometimes require a small adjustment period, we offer a Complimentary Lash Lift Revision (If Needed)

If your lift:
• Doesn’t hold as expected
• Needs refinement
• Appears over- or under-processed

Simply contact us within 2 weeks of your appointment, and we’ll schedule a complimentary revision.

No stress. No extra cost. Just beautiful lashes.

Why We Offer This

Because lash chemistry is individual.
Because expertise includes standing behind our work.
Because communication and trust create the best results.

And because when you leave Sage & Vine, we want you completely confident in your lashes.