Terms & Conditions

Last updated 24 September 2026

These terms apply when you book an appointment or buy from the shop at www.dolledbysrara.co.za. Please read them, together with our Privacy Policy, before you book or order. Nothing here takes away your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.

Who we are

  • Trading name: dolledbysrara (Dolled by Srara)
  • Legal status: operated by a registered South African company
  • Physical address (also for legal service of documents): 344 Molefe Street, Emfihlweni Section, Tembisa, 1632, Gauteng, South Africa
  • Phone / WhatsApp: 068 288 0321
  • Email: ugcbynoma@gmail.com
  • Website: www.dolledbysrara.co.za
  • Code of conduct: we follow the Consumer Goods and Services Industry Code of Conduct, available at cgso.org.za.

Services and prices

Each service — what it involves, how long it takes and what it costs — is described on our booking page and homepage. Prices are in South African rand and include all taxes. Extras, such as premium lengths or removing existing lashes, are added and shown before you send your request.

A R200 deposit, paid by card through Yoco, secures your appointment and counts towards the total. The balance is paid at the studio on the day, by cash or card. The only other charge is the late fee in the booking policy below.

How booking works

  • Choose your service and time and add your details. The summary shows everything before you send, and you can go back and change anything.
  • Sending a request does not commit you to pay — Srara reviews it first.
  • If she approves it, you get a link to pay the deposit, valid for 3 hours. Your time is reserved once the deposit is paid.
  • You then receive a confirmation email with the details and a calendar invite.

You agree to the booking policy when you tick the boxes and send your request, and the booking is confirmed when you pay the deposit.

Booking policy

Booking & deposit

  • Srara reviews every request. Once she approves it, you get a link to pay the R200 deposit, valid for 3 hours.
  • No deposit, no appointment — a WhatsApp chat or verbal arrangement isn’t a booking until the deposit is paid.
  • The deposit counts towards your total. The balance is paid at the studio on the day.

Rescheduling & cancelling

  • Give at least 24 hours’ notice to reschedule or cancel. With that notice your deposit moves to your new time, or is refunded in full if you cancel.
  • With less than 24 hours’ notice, or if you don’t arrive, the deposit is kept as a cancellation fee — a slot can rarely be filled at such short notice.
  • There is no cancellation fee if you can’t come because of a death or a hospital stay.
  • If Srara has to cancel, you always get your deposit back in full or a new time — your choice.

Arriving late

  • 15–25 minutes late: a R100 late fee is added to your balance.
  • More than 25 minutes late: the appointment is cancelled and the deposit is kept.

Fix-ups & refunds after a service

  • Something not right? Tell Srara within 3 days and she’ll fix it free. After 3 days, a fix is charged as a normal refill.
  • If a refund is agreed after your service, R150 is deducted for the time and materials already used. This never applies to a deposit refunded before your appointment.

Before you come

  • Arrive with no eye makeup, and don’t curl your lashes — clean lashes hold better and make application smoother.

Allergies & sensitivities

  • Lash adhesive and brow products can cause irritation or an allergic reaction — occasionally even in someone who has never reacted before.
  • Tell Srara about sensitive eyes, allergies or past reactions before your appointment, in your booking notes or on WhatsApp. She may suggest a patch test, or advise against the treatment.
  • If you choose to go ahead knowing you are sensitive, you accept that risk. This does not take away Srara’s responsibility for her own negligence.

Aftercare & retention

  • How long lashes last depends on your natural lash cycle, your lifestyle and your aftercare. Following the aftercare advice is up to you, and it makes the biggest difference.

Clients under 18

  • A parent or guardian must make the booking, agree to this policy and come to the appointment.

Shop orders and delivery

  • Prices are in rand and include all taxes. Any delivery fee is shown before you pay.
  • Payment is by card through Yoco. We hold your items for 60 minutes while you pay; an unpaid order lapses by itself.
  • PAXI (nationwide): R150, arrives within 3–5 business days.
  • Uber Connect (Tembisa / Kempton Park):a few hours to 2 business days. The Uber fee isn’t included in your total — you pay the driver on delivery.

Returns and refunds (shop)

  • Changed your mind: return unopened, sealed items in their original packaging within 7 days of receiving them for a full refund. You pay the cost of sending them back.
  • Hygiene:lash products that have been opened can’t be returned unless they are faulty — they are used near the eyes and can’t be resold.
  • Faulty products: return them within 6 months of delivery for a repair, replacement or refund, at our cost.
  • Refunds go back to the card you paid with, within 30 days.

To return something, WhatsApp or email us with your order reference and we’ll arrange it.

Your cooling-off rights

Under section 44 of the Electronic Communications and Transactions Act, when you buy online you may cancel without giving a reason and without penalty: for goods, within 7 days of receiving them; for services, within 7 days of booking — unless the service has already begun with your consent, or another exclusion in section 42 of that Act applies. The only charge is the direct cost of returning goods, and any refund due is paid within 30 days of cancelling.

Payment security

Card payments are made on Yoco’s secure checkout page. We never see or store your card details, and the whole site uses an encrypted (HTTPS) connection.

Your records

We email you at each step — request received, approval with the payment link, confirmation, and any change or cancellation. Keep these as your record of the transaction, or ask us for a copy of your booking or order at any time.

Complaints and disputes

If something isn’t right, WhatsApp 068 288 0321 or email ugcbynoma@gmail.com. We will respond within 15 business days. If we can’t resolve it, you can go to the Consumer Goods and Services Ombud (cgso.org.za) or the National Consumer Commission. Privacy complaints can go to the Information Regulator — see our Privacy Policy.

Our responsibility

Srara provides every service with reasonable care and skill. Nothing in these terms limits your rights under the Consumer Protection Act, or excludes our responsibility for our own negligence.

General

These terms are governed by South African law. We may update them; the version on this page when you book or order applies to that booking or order. Our PAIA manual explains how to request records we hold.