Refund Policy

1. Introduction

At EquatiOnline, we are committed to providing high-quality styling services and ensuring your satisfaction. This Refund Policy outlines our procedures regarding refunds for our services, cancellations, and other important information about our financial transactions with clients.

We encourage you to read this policy carefully before booking any service with us. By purchasing services from EquatiOnline, you agree to the terms of this Refund Policy.

2. Refund Conditions

We offer refunds under the following conditions:

Service Not Provided

If we are unable to provide a service that you have paid for due to circumstances within our control (e.g., stylist unavailability, scheduling errors on our part), you are entitled to a full refund.

Service Quality Issues

If you are dissatisfied with the quality of service provided, you may be eligible for a partial or full refund, subject to review by our management. To be considered for such a refund, you must:

• Notify us of your dissatisfaction within 48 hours of the service being provided
• Provide specific details about why you were dissatisfied with the service
• Allow us a reasonable opportunity to address your concerns, which may include offering an adjustment to the service

Cancellations by Client

Our refund policy for client cancellations is as follows:

• More than 48 hours' notice: Full refund or option to reschedule
• 24-48 hours' notice: 75% refund or option to reschedule
• Less than 24 hours' notice: 50% refund or option to reschedule
• No-show: No refund provided

Exceptions may be made for emergencies or extenuating circumstances at the discretion of EquatiOnline management.

3. Services Not Eligible for Refund

The following are not eligible for refunds:

• Services that have been fully completed to the agreed specification, unless there are quality issues raised within 48 hours
• Digital products or materials that have been downloaded or accessed
• Consultation fees once the consultation has taken place
• Gift certificates, except where required by law
• Services where the client did not follow preparation instructions provided before the appointment

4. Refund Processing Time

When a refund is approved, we will process it according to the following timeline:

• Credit/Debit Card Payments: Refunds will be processed back to the original card within 5-10 business days
• Bank Transfers: Refunds will be processed within 5-7 business days
• Other Payment Methods: Processing times may vary depending on the payment method

Please note that while we process refunds promptly on our end, it may take additional time for the funds to appear in your account depending on your financial institution's policies.

5. How to Request a Refund

To request a refund, please follow these steps:

1. Contact us at [email protected] or call +444599055675
2. Provide your name, the date of service, and your booking reference number
3. Explain the reason for your refund request in detail
4. Include any relevant documentation or evidence to support your request (if applicable)
5. Indicate your preferred refund method

We aim to respond to all refund requests within 2 business days. Complex cases may require additional time for review.

6. Appointment Rescheduling

As an alternative to refunds, we offer the option to reschedule appointments:

• Rescheduling with more than 48 hours' notice: No fee
• Rescheduling with 24-48 hours' notice: No fee for the first reschedule; subsequent reschedules may incur a £25 administrative fee
• Rescheduling with less than 24 hours' notice: May incur a £45 administrative fee at our discretion

Rescheduled appointments must be booked within 3 months of the original appointment date.

7. Gift Certificates and Package Purchases

Gift Certificates

Gift certificates are non-refundable but transferable to another person. They are valid for 12 months from the date of purchase unless otherwise specified.

Service Packages

If you purchase a package of services (e.g., multiple styling sessions):

• Packages are non-refundable once the first service has been provided
• If no services have been used, packages may be refunded minus a 10% administrative fee within 30 days of purchase
• Individual sessions within a package cannot be refunded separately

8. Exceptions and Special Circumstances

We understand that exceptional circumstances can arise. In cases of serious illness, family emergencies, or other significant events beyond your control, we may offer special consideration regarding our refund policy. Such situations will be evaluated on a case-by-case basis, and we may request documentation to verify the circumstances.

In cases where a service needs to be terminated early due to inappropriate client behavior, no refund will be provided.

9. Statutory Rights

This Refund Policy does not affect your statutory rights as a consumer. If you are a resident of the European Union or the United Kingdom, you have certain rights under applicable consumer protection laws that cannot be limited by this policy.

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

11. Contact Information

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

• Email: [email protected]
• Phone: +444599055675
• Mail: EquatiOnline, Studio 95f, Gateway West, Lilymouth, B63 4JQ, United Kingdom