frequently asked questions
WHAT ARE PRIMPED’S NEW REQUIREMENTS FOR APPOINTMENTS DURING COVID-19?
Customer requirements at an appointment.
Customers must wear a mask from start to end of an appointment. Customers must wash their hands in front of professionals prior to the start of an appointment. Finally, customers are required to wipe down the surface they would like to use for their appointment with proper cleaning supplies. Customers will also be required to review a screening questionnaire sent via email upon booking an appointment and must cancel any appointment if experiencing listed symptoms or answering “Yes” to any of the outlined questions in the questionnaire.
Should any customer fail to follow any of the above policies, the professional may refuse to move forward with the appointment and is permitted to leave with the customer being fully compensated for the appointment.
Note: Group bookings will be limited to those living in the same household or within the 10-person social circle permitted by the Ontario government.
With respect to cancellations, our cancellation policy will remain largely the same except for the fact that cancellations made within 4 hours due to COVID-19 concerns will only be billed $20pp for the professionals’ time and travel expenses as opposed to the full amount for the service that is usually charged.
Primped Professional requirements at an appointment.
New policies for professionals: Professionals will now wear a mask from start to end of an appointment and will be required to disinfect the exterior of their case at customers’ doorways. Professionals must lay down a disposable cover onto any surface that they or their products will touch in a customers’ home. Professionals will be required to wear gloves, except during hair appointments, when touching customers. Professionals will not bring any outside food or drink into customers’ homes other than a reusable water bottle. Professionals will minimize use of customers’ washrooms to emergencies only and will sanitize their hands both before and after use of the washroom. Professionals will now carry their own garbage can/bag and will remove all garbage accumulated from an appointment from customers’ homes and dispose of it independently. Professionals will come prepared with a checklist to ensure that the above is covered.
We also have existing policies for professionals that we’d like to highlight: Professionals are required to clean their tools thoroughly at home and use disposable tools where necessary. Professionals have always been required to sanitize their hands prior to an appointment as well as double sanitize their tools in front of customers prior to an appointment.
What services does Primped offer?
Primped offers appointments for manicures, nail art, hair styling, make-up application, lash extensions, lash lifts & tints, facial hair removal (brows), and spray tanning all in the comfort of your own home. We bucket these services into Face, Hair, and Nails & Body on our main booking page. We may add more services as we grow.
How does booking work?
Primped offers flexible beauty appointments at a time and location that suits you best. You can request an appointment online or by downloading the Primped App on the App Store or Google Play.
After selecting the service you’re interested in booking and entering the date, time and location of your appointment, you can browse a curated list of vetted, client-rated beauty pros to choose form. Once you’ve selected your pro, you can request to book with that specific beauty pro by completing the appointment request form. Please note that completing this form is a request only it is not a confirmation of your appointment.
In the event that your requested beauty pro accepts your initial request, you will be notified. You can also view the status of your appointment within your Primped account under the Appointments tab. In the event that your requested beauty pro in unable to accept your appointment, Primped will aim to provide you with a back-up beauty pro which you can choose to accept.
Primped aims for a 2-3 hour timeframe from initial request to final confirmation.
How does payment work?
We collect your credit card details when you submit your appointment request. We will not charge your card until 48 hours after a completed appointment at which point you will also be emailed a receipt. We do not require a deposit to be put down in advance of the appointment. To validate your credit card, a $1 charge is temporarily applied to your credit card upon submitting an appointment request and refunded almost immediately after.
How can I cancel my appointment?
You can cancel your appointment by logging into your Primped account and clicking into an appointment under the Appointments tab. Cancelling more than 4 hours in advance of your appointment will not result in any charges. Cancelling within 4 hours of your appointment will result in the full cost of the service being charged to your credit card. If there are any major changes to your appointment such a location of service, please inform Primped immediately so we can let our beauty pro know. You can do this by logging into your Primped account and submitting a Change Request, which can be found at the bottom of any appointment summary, or by emailing email@example.com.
what about tips?
We believe that tips should be offered as desired by clients. You can tip your beauty pro through Primped by clicking into a past appointment under the Appointments tab. Please note, tips must be provided within 48 hours of a completed appointment.
What kind of set-up do I need to provide for the service?
While there is no formal set-up required on your end, there are a few key things you can do to ensure that your in-home service runs smoothly.
First, you should make sure that you have a chair to sit in as well as a surface, such as a kitchen island or table, for your beauty pro to set her tools and materials on. If you are particular about your surfaces, we suggest covering them with a placemat, tablecloth, or even paper towel. There should be an electrical outlet in close proximity to this surface in the event that your beauty pro requires power.
Second, you should aim to provide good lighting for the service. Natural lighting is preferred, but a good lamp or ceiling lighting can also suffice.
How do I prepare myself for the service?
Naturally, your condo or home is not completely set up for a beauty appointment. With this in mind, there are a couple of appointment types for which you may need to prepare yourself in advance.
Blow-dry services: Given that your beauty pro has nowhere to lather and rinse, you are responsible for washing your hair in advance of any hair service that includes a blow-dry. Having slightly damp hair ready for your beauty pro is sufficient before your at-home blowout.
Make-up: You should aim to have a freshly washed face in advance of your professional make-up application.
Lash extensions: You must thoroughly remove any eye make-up in advance of receiving lash extensions in your home.
Manicures: Freshly washed hands are suggested prior to your in-home nail appointment.
Spray tanning: See below. We have an entire question dedicated to this so that you are best prepared to make it last
I've never received in-home service before. What should I expect?
We’ve eluded to most of these items already, but to recap…
The major thing to realize is that your home is not set-up for a beauty appointment. While this is really not a big deal, it does mean there is a bit of “making do” using available surfaces and chairs, moving the odd lamp around, etc. Remember, your beauty pro knows what to look for and, since she’s already mobile, she’s used to servicing people in their home. It’s you who will have to adapt to these small changes, but we think the benefit of being able to sit back and relax in your favourite arm-chair while sipping on a glass of rose far outweighs having to slide a table over here-and-there!
In addition, our beauty pros aim to leave your house how they found it (spotless, of course!) and many of them bring their own cleaning tools or protective placemats. That being said, if you are someone who is very particular about your kitchen table or carpets, it is advised that you cover any surfaces you’d hate to see marked or spilt on. This is really just a precaution, as our beauty pros take great care during your service, but you’ll have a more relaxing experience and your beauty pro will be more at ease if you’re not worried about every move she makes!
Finally, don't forget to be comfortable! It's totally cool to hang in your pajamas, watch TV, chat on the phone, or hang with a friend while you receive your service. Don't worry about a little mess or untidiness in your condo - the point of in-home service is to make your life easier, not to create more work for you. Just relax and enjoy being primped!
I have allergies or sensitivities, how do I handle these?
It is mandatory that all customers disclose all allergies, sensitivities, and other medical considerations to Primped. This information is collected on the registration form when creating an account on Primped and can be updated under the Profile section of your Primped account within Current Medical Concerns. If you are booking on behalf of a party or others, you are responsible for outlining issues on behalf of your group.
It is also best practice and your responsibility to let your professional know about any such issues at the beginning of an appointment. Our pros are trained to ask pertinent questions related to your health and these questions should be answered completely and honestly. All health-related issues are kept strictly confidential.
I'm having an allergic or other reaction. What do I do?
Remove any and all suspected irritants and seek medical attention immediately.
Can I use my own tools or products?
Yes, however pros are not trained in nor are they used to your tools and/or products and asking them to deviate from their usual kit can affect the quality and outcome of your appointment. If you are asking for allergy or sensitivity related reasons, you must make this known to your pro. If you are asking out of preference, make sure your pro feels comfortable with the ask. You can disclose this to your pro when submitting an appointment request within the Special Preferences or Tools question at the end of the appointment request form.
I need to file a complaint about an appointment. What's the procedure?
Issues happen sometimes despite everyone's effort to give you the best possible service. For complaints surrounding lateness, professionalism, or service quality, our policy is that you must submit formal details on the issue through your Primped account under the Issues & Reporting tab or to firstname.lastname@example.org within 48 hours after the scheduled appointment. Where your issue has to do with something visual such as quality or outcome of the service, a photograph must also be provided with your complaint in order to be reviewed by the Primped team via email to email@example.com.
We also accept complaints where specific services do not last as long as they should. For nails, you may complain if a gel service chips within 7 days of an appointment while for regular polish you may complain within 4 days. For lash services, you may complain of pre-mature shedding or other issues related to durability within 7 days of an appointment. As per above, complaints must be formally sent to firstname.lastname@example.org with a photograph. More information on Primped’s Complaint Process can be found here.
My beauty pro was late for our appointment. What do I do?
Offering mobile services is complex - anyone whose driven and needed to park in the city can understand! Our pros aim to be on time or early but complications with weather, traffic, or parking do come up. Please allow a 20 minute grace period for your pro in consideration of these factors. Where a pro is late by more than 20 minutes, you may elect to either move forward with or cancel the appointment. You’ll be compensated up to the full price of the service in either case, though to a lesser degree if you choose not to cancel. You must submit a formal complaint through your Primped account under the Issues & Reporting tab or by emailing email@example.com within 48 hours after the scheduled appointment. More information on Primped’s Lateness Policy can be found here.
What if I'm late for my appointment or I need to cancel?
Primped gives customers the same wiggle room it gives to pros. Pros will wait around 20 minutes for you before they need to move along to their next appointment.
Cancellation outside of four hours will not result in a penalty for customers, though it's appreciated if you can make cancellations as soon as they become a reality for you.
Cancellations within four hours will result in the full price of the service being billed to you. More information on Primped’s Cancellation & Lateness Policy can be found here.
My beauty pro cancelled on me. What happens?
Cancellations outside of four hours are not compensated, though Primped will do it's best to find an alternate pro who offers the same services at around the same price point for you. If you are cancelled on by a pro within 4 hours, you may be compensated up to the full price of the service. Primped doesn't want to keep you waiting around, so cancellations within four hours will not result in a search for a back-up pro and you'll need to find alternate arrangements independently.
I have questions about mobile spray tanning.
How far in advance should I book for an event?
We recommend one or two days before.
What are my colour options?
You can choose anything from a healthy glow to a deep tan. At your appointment, the solution will be further customized to a shade that work well with your natural skin colour.
How fast does it dry?
Deep Tan solution take 8hrs before rinsing and Healthy Glow solution takes 2-4hrs before rinsing. After this allotted time, you are free to shower but do not use any products (e.g. shampoo, soap, etc.).
When can I shower?
You can shower once the solution has partially processed (either 2 or 8 hrs after your session depending on your solution).
First Shower Instructions: Use water only. No products (soap, shampoo, etc.) or shaving. When wet, always pat dry and apply moisturizer. Your tan will look lighter after showering but it will continue to develop for next 24 hours. Also, the longer you wait to shower, the longer the tan will last.
What can I do to optimize my results and make my tan last longer?
Pat dry when wet and moisturize tan daily.
Use moisturizer and body wash that are paraben and sulfate free. These are best to help extend your tan and leave skin hydrated (e.g. Live Clean, The Honest Company, Aveeno Shear Hydrate).
Avoid bar soaps, exfoliators, and products that are oil-based or contain harsh chemicals (acne creams, bug spray, etc.).
Do not use shaving cream until tan is gone (shave with conditioner instead). Avoid excessive use of hot tubs, swimming pools or hot baths.
How long does it last? How can I make it last longer?
On average, 510 days. Factors such as skin type, activities and maintenance can cause your results to vary.
What should I wear during or after my service?
During your session, we recommend wearing older or dark colored bra and panties or nothing at all. After your session, it's best to wear loose-fitting dark cotton clothing.
When should I rebook my next appointment?
If you want to maintain your tan, book every 2-3 weeks.
Will I look orange?
No. We use only the highest quality solutions that are custom mixed to our clients skin tone for optimal results. All solutions are formulated with a skin firming blend that builds and restores the skin’s matrix.