Refund Policy

1. Refund Overview

We aim to provide a clear and transparent appointment process. Where a payment has been made in advance and a refund is considered appropriate under this policy, refunds will be reviewed fairly and processed using the original payment method wherever reasonably possible.

2. When a Refund May Be Available

Refund requests may be considered in circumstances including, but not limited to, the following:

• An appointment is cancelled by us and an alternative appointment cannot be arranged within 30 calendar days.
• A duplicate payment has been received for the same confirmed appointment.
• A payment has been processed in error and verified by our team.
• Another circumstance where a refund is considered appropriate following an internal review.

3. Circumstances Where a Refund May Not Be Available

A refund may not normally be available in the following situations:

• Failure to attend a confirmed appointment without the required notice described in the Appointment Policy.
• A change of personal preference after the requested service has been completed.
• Incorrect booking information provided by the customer that affects the appointment.
• Requests submitted outside the applicable review period described within this policy.
• Situations where the appointment has been provided in accordance with the confirmed booking.

4. How to Request a Refund

Refund requests should be submitted as soon as reasonably possible and no later than 7 calendar days after the relevant appointment date or payment transaction.

To help us review your request efficiently, please include:

• Your full name.
• Contact telephone number or email address.
• Date of the appointment or payment.
• A brief explanation of your request.
• Any supporting information that may assist our review.

6. Refund Decision

Each refund request is reviewed individually using the information available at the time of assessment. Where additional information is required, we may contact you before a final decision is made.

• Most refund requests are reviewed within 3–5 business days.
• You will be notified of the outcome using your preferred contact details.
• If further information is required, the review period may be extended until the requested information has been received.
• Where a request cannot be approved, a brief explanation will normally be provided.

7. Refund Method

Where a refund is approved, it will normally be returned using the same payment method originally used for the transaction. This helps protect payment security and ensures refunds are processed accurately.

• Credit or debit card payments are normally refunded to the original card.
• Digital payment transactions are normally returned to the original payment account where supported.
• Refunds cannot normally be redirected to a different person or an unrelated payment account.
• Processing may be delayed if additional verification is required to protect account security.

8. Refund Processing Time

Once a refund has been approved, we aim to process the refund promptly.

• Refund processing is normally completed within 5–10 business days after approval.
• Your payment provider or financial institution may require additional time before the funds appear in your account.
• In most cases, the total time from approval to receipt will not exceed 15 business days, although this may vary depending on the payment provider.
• If you have not received your refund after this period, please contact us so we can assist with a status review.

9. Exceptional Circumstances

Occasionally, circumstances outside our reasonable control may affect normal refund processing times.

• Verification of payment information.
• Temporary payment processing delays.
• Banking or financial institution processing times.
• Technical interruptions affecting payment services.

Where additional time is required, we will make reasonable efforts to keep you informed of the progress of your refund request.

10. Contact Information

If you have questions regarding this Refund Policy or would like to submit a refund request, please contact us using the details below.