FAQs — BOOKING GUIDELINES FOR IN-HOME SERVICES
What is your cancelation policy?
If your plans have changed and you need to cancel the appointment, you can cancel up to 24 hours before the time of your appointment for a full refund; this can be done via logging on to your account or emailing us at hello@mulberylabs.com. If you cancel within 24 hours but at least 4 hours prior to your appointment time you will be charged 50% of the service plus taxes. Appointments canceled 4 hours or less prior to the appointment time will be charged the full price for the selected service.
This cancellation policy is in place to compensate the therapists for reserving their time and giving up other opportunities for work. Because we're on-demand, therapists lose income if they keep an appointment time open for you without remuneration.
Which areas are you currently serving?
We are NYC based and currently only serving Manhattan, Brooklyn, and Queens for in-home 30min Facial, 60min Facial, and 30min Peel treatments; 30min Skin Analysis is available nationwide as it can be conducted in person or via video call. This does not apply to event and corporate clients.
How much space do I need for my service?
We are mobile and used to making smallest of spaces work. Please clear a 10 x 10 area near a flat surface such as a table or countertop; allow your skin therapist 15 minutes to set up before the start of your appointment and 15 minutes to clean up after at the end.
Please make sure all children and pets are supervised (provided by someone other than you and your skin therapist) or confined to an area that our skin therapist will not be working.
What should I do to prep beforehand?
Not much, just sit back and wait for your therapist to arrive. There is no need to change clothes, we provide you with a spa cape. To get the most out of your time with us, we do ask that you refrain from:
exfoliation 72hrs before and after treatment
the use of any facial injectables and laser treatments for at least 14 days before and after any facial treatments
taking any antibiotics or medications that may cause skin sensitivity 3 to 5 days before and after any skin treatments
any other professional exfoliation treatment 14 days prior to any skin treatments
at home exfoliation: AHAs, BHAs, Retinol, Vitamin A, etc. 5 days before and after any skin treatments. Scrubs, Clarisonic, enzymes, and/or other gentle exfoliation 3 days before and after any skin treatments
waxing for 72 hours before and after your appointment (5 days when receiving the peel treatments)
shaving at least 24 to 48 hours prior to any skin treatments
spray tan services 7 days prior to any skin treatments
We will send a consultation card ahead of your appointment to be filled before your therapist arrives or during the 15min set up period. The purpose of this card to be better understand your skin and medical history so that all treatments are customized with the consideration of possible allergies and contraindications.
What is included in your facial?
Every facial includes a skin analysis, ultrasonic deep cleanse, pore-perfecting exfoliation, extractions if needed, deep treatment mask, massage and hydration, all tailored to your skin needs and enhanced with technology. The session concludes with a custom regimen to help you maintain healthy and glowing skin.
What types of products do you use during skin care treatments?
We use professional products and tools from leading brands. We only source from brands that produce ethically and have clinical results that address multiple skin types and conditions. Some of the brands we work with are: VI Peel, PCA Skin, Dermalogica, Skinceuticals, Sanitas, BT Therapeutic.
I had an issue with my service, who should I contact?
Please email us at hello@mulberylabs.com