The short version, in plain words.

01Appointments

Bookings are made online, by WhatsApp or in person, and are confirmed when you receive your booking number by WhatsApp. A booking holds a specific chair with specific hands for the time shown. If you don’t make it to an appointment, it is simply cancelled — there is no no-show fee, and anything paid ahead is refunded the same way you paid.

You can change or cancel a booking any time from your account or on WhatsApp.

We hold your chair for 15 minutes past the booked time. After that we may need to shorten the service so the next guest starts on time, at the full price of what was booked. If we ever have to move your appointment — illness, an emergency — we call you first and agree a new time; if nothing suits, anything paid ahead is refunded in full. Durations shown are estimates. Prices marked “from” and custom quotes are confirmed with you in the chair before we start; the amount you are asked to pay is the amount agreed there.

02Payments

You can pay at the studio (cash or card), or ahead by card, Whish Money or OMT Pay. Prices are in US dollars and are the prices shown at the time of booking.

If you paid ahead and later change your booking, the payment stays as it is: any extra is settled at the studio or paid online; any difference in your favour is refunded the same way you paid, within a few business days. Cancelled prepaid bookings are refunded in full the same way. A booking paid by Whish Money or OMT Pay is held until the transfer arrives — within 24 hours of booking, or by the appointment time if that comes first; unpaid after that, the slot is released and nothing is charged. Once a payment has reached us it stays as your payment method; anything extra can be paid however you like. Refunds go back the same way they were paid, normally within 3–5 business days for cards and shortly for Whish or OMT; we cannot refund a card payment in cash. Card payments are processed by our payment provider; we never see or store your card number. Member levels are calculated on settled spend in the last 12 months and adjust automatically when a purchase is refunded or cancelled; discounts are personal, cannot be transferred, and cannot be combined with other offers unless we say so. All prices include any applicable taxes.

Members' discounts (Insider 10%, Loyal 20%) apply automatically to services and shelf purchases while your level is active. Levels are based on your spend in the last 12 months.

03The shelf

Products are sold as described, for studio pickup or courier delivery across Lebanon. Delivery terms are on the Shipping & Pickup page.

If something arrives damaged or wrong, message us within 7 days and we will replace or refund it. Opened cosmetics cannot be returned for change of mind — hygiene first.

If an item turns out to be out of stock after you order, we send the rest, refund the difference, and tell you. We never substitute without asking. Orders paid by Whish Money or OMT Pay are held for 24 hours for the transfer to arrive; orders to be paid at the studio are held for 3 days from ordering. Unpaid or uncollected after that, the order is released and nothing is charged. Products are for personal use and should be used as directed on the label; do a patch test with anything new, and stop if your skin reacts. Prices and stock can change until an order is placed; if we have made an obvious pricing mistake we will tell you before we prepare the order and you may cancel for a full refund.

04Gift cards

Gift cards are valid for 12 months from purchase, on any service or shelf purchase, and can be used across several visits until the balance is spent. They have no cash value and cannot be exchanged for cash.

A gift card is registered to the recipient’s phone number — nothing to type or lose. It appears in their account the moment they sign in with that number. Cards paid by Whish or OMT are held for 24 hours, and cards paid at the studio for 3 days; unpaid after that, the card is cancelled and nothing is charged.

Once paid, a gift card cannot be refunded or reloaded. Please check the recipient’s number before you pay — a card sent to a wrong number that has since been used cannot be recovered, though we will always try to help. Unused balance expires with the card.

05In the studio

The studio is IQOS-only — no cigarettes. Please tell us about allergies, sensitivities, pregnancy or recent chemical treatments when you book; it changes what we can safely do.

Colour, keratin, lash and brow treatments can cause reactions. We ask about allergies and recent treatments before we start and may ask for a patch test 48 hours ahead; if you choose to go ahead without one, or without telling us something that matters, the risk is yours. Guests who are pregnant or on medication that affects the skin or hair should tell us first.

Hair and skin respond differently to every treatment. We do everything we can to reach the result we agreed, but no specific result is guaranteed. If something is not right, tell us within 7 days and we will look at it in the chair and, where reasonable, correct it free of charge; refunds for services already carried out are at our discretion.

Guests under 18 are welcome with a parent or guardian’s consent, and under 16 accompanied. Please keep an eye on your belongings — we are not responsible for items left in the studio.

We photograph our work. If you would rather not appear, say so at booking or on the day and we won't. Photos we take with your yes may appear on our site and social channels; you can withdraw that yes at any time and we will take the photo down.

We may decline or end a service if a guest is unwell, under the influence, or unkind to our team. You'd expect nothing less for yourself.

06Liability & the law

Our responsibility to you for any booking, order or gift card is limited to the amount you paid for it. We are not liable for reactions or outcomes caused by information we were not given, for products used other than as directed, or for delays and failures outside our control — power cuts, courier problems, network or payment-provider outages, weather, unrest and the like.

These terms are governed by the laws of Lebanon; any dispute we cannot settle between us goes to the courts of Tripoli. If part of these terms turns out to be unenforceable, the rest still applies.

We may update these terms; the date at the top tells you when. Bookings and orders already placed follow the terms in force when they were made.

07Questions

Write to hi@incensostudio.com or message us on WhatsApp. Incenso Studio, 32 Dam & Farz, Tripoli, Lebanon.