Refund Policy

1. Cancellation and Refund Policy

Our cancellation and refund policy varies depending on the type of service booked and the notice period provided:

1.1 Standard Appointments

• Cancellation with 48+ hours notice: Full refund of any prepaid amounts
• Cancellation with 24-48 hours notice: 50% refund of prepaid amounts or 50% credit toward future services
• Cancellation with less than 24 hours notice: No refund (except in emergency situations, which will be evaluated on a case-by-case basis)

1.2 Bridal Services and Trial Appointments

• Cancellation with 14+ days notice: Full refund of any prepaid amounts minus a non-refundable booking fee of £30
• Cancellation with 7-14 days notice: 50% refund of prepaid amounts
• Cancellation with less than 7 days notice: No refund

Please note that the non-refundable booking fee for bridal services covers administrative costs and secures your date in our calendar, which prevents us from booking other clients during that time.

1.3 Special Events and Group Bookings

• Cancellation with 30+ days notice: Full refund minus a 20% non-refundable deposit
• Cancellation with 14-30 days notice: 50% refund of the total booking amount
• Cancellation with less than 14 days notice: No refund

For group bookings, individual cancellations within the group follow the same policy as the overall booking. Reducing the number of people in a group booking with less than 14 days' notice will still require payment for the originally booked services.

2. Rescheduling Policy

We understand that rescheduling is sometimes necessary. Our rescheduling policy is as follows:

2.1 Standard Appointments

• Rescheduling with 48+ hours notice: No fee, subject to availability
• Rescheduling with 24-48 hours notice: £10 rescheduling fee
• Rescheduling with less than 24 hours notice: Treated as a cancellation with new booking required

2.2 Bridal Services and Trial Appointments

• Rescheduling with 14+ days notice: One free reschedule, subject to availability
• Rescheduling with 7-14 days notice: £30 rescheduling fee
• Rescheduling with less than 7 days notice: Treated as a cancellation with new booking required

2.3 Special Events and Group Bookings

• Rescheduling with 30+ days notice: One free reschedule, subject to availability
• Rescheduling with 14-30 days notice: 10% rescheduling fee of the total booking amount
• Rescheduling with less than 14 days notice: Treated as a cancellation with new booking required

All rescheduling is subject to availability. We cannot guarantee that we will be able to accommodate your preferred new date and time.

3. Refund Processing Time

When a refund is approved, the processing time depends on your payment method:

• Credit/Debit Card Payments: Refunds typically appear in your account within 5-10 business days, depending on your card issuer's policies
• Bank Transfers: Refunds are processed within 3-5 business days
• Cash Payments: Refunds can be collected in person or arranged via bank transfer

Please note that bank holidays and weekends are not considered business days and may extend the processing time.

4. How to Request a Refund

To request a cancellation and refund, please follow these steps:

1. Contact us as soon as possible via phone at +44 380 867 9530 or email at [email protected]
2. Provide your name, booking reference number, and the date and time of your appointment
3. Explain the reason for the cancellation
4. Specify your preferred refund method if applicable

For faster processing, we recommend calling us directly during business hours. Email requests will be processed within 24 hours during business days.

5. Unsatisfactory Service

Your satisfaction is our priority. If you are not completely satisfied with our services, please:

1. Inform your makeup artist immediately during or immediately after the service
2. Clearly explain your concerns so that corrections can be made on the spot
3. If corrections cannot be made at that time, please contact our customer service team within 24 hours

We will make every reasonable effort to rectify the situation, which may include:

• Touch-ups or corrections at no additional cost
• Partial refund based on the nature of the concern
• Full refund in exceptional circumstances
• Credit toward future services

Please note that subjective preferences (such as styling choices that were approved during consultation) are not considered grounds for a refund if the application was technically correct.

6. Exceptions to the Refund Policy

6.1 Exceptional Circumstances

We understand that unforeseen circumstances may arise. In the following cases, we may offer more flexible cancellation terms:

• Medical emergencies (with appropriate documentation)
• Bereavement
• Severe weather conditions that make travel unsafe
• Natural disasters

6.2 Cancellation by Still Framework

If we need to cancel your appointment due to artist illness, emergency, or other unforeseen circumstances:

• We will contact you as soon as possible to reschedule
• If rescheduling is not possible, we will provide a full refund of all prepaid amounts
• For significant inconvenience caused, we may offer additional compensation in the form of discounts on future services

7. Gift Certificates and Promotional Offers

• Gift certificates are non-refundable but are transferable to another person
• Gift certificates expire 12 months from the date of purchase unless otherwise specified
• Services purchased with promotional discounts follow our standard cancellation policy but refunds will be based on the amount paid (not the regular value)

8. Changes to the Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after any changes to this policy constitutes your acceptance of the new terms.

9. Contact Information

If you have any questions or concerns about our Refund Policy, please contact us at:

Our customer service team is available Monday to Friday, 9:00 AM to 6:00 PM, and Saturday, 10:00 AM to 4:00 PM.