1. Introduction
At HollowHaven ("we," "our," or "us"), we value your satisfaction with our styling services. This Refund Policy outlines our guidelines for refunds, cancellations, and rescheduling to ensure a clear understanding between HollowHaven and our clients.
By purchasing or booking any of our services, you agree to the terms of this Refund Policy. Please read this policy carefully before making a purchase or booking a service.
2. Service Satisfaction Guarantee
We are committed to providing high-quality styling services and want you to be completely satisfied with your experience. If you are not satisfied with a service you have received, please let us know within 7 days of your appointment by contacting us at [email protected] or calling +44 022 817 4005.
We will work with you to address your concerns, which may include one of the following options:
- Offering a follow-up appointment to address specific issues
- Providing a partial refund based on the nature of the concern
- Offering credit toward future services
- In cases of significant service failure, providing a full refund
All requests will be evaluated on a case-by-case basis, taking into account the specific circumstances and the nature of the service provided.
3. Cancellation and Rescheduling Policy
3.1. Standard Appointments
Our cancellation and rescheduling policy for standard appointments (including color analysis, personal shopping, and style consultations) is as follows:
- More than 48 hours notice: Full refund or free rescheduling
- 24-48 hours notice: 50% refund or rescheduling with a 25% rescheduling fee
- Less than 24 hours notice or no-show: No refund will be provided
3.2. Package Services
For comprehensive service packages (such as Complete Style Transformation):
- More than 7 days notice: Full refund or free rescheduling
- 3-7 days notice: 75% refund or rescheduling with a 15% rescheduling fee
- 1-3 days notice: 50% refund or rescheduling with a 25% rescheduling fee
- Less than 24 hours notice or no-show: No refund will be provided
3.3. Workshops and Group Events
For styling workshops and group events:
- More than 14 days notice: Full refund
- 7-14 days notice: 75% refund
- 3-7 days notice: 50% refund
- Less than 3 days notice: No refund will be provided
Alternatively, you may transfer your spot to another person by notifying us at least 24 hours before the event with the new participant's information.
4. Gift Certificates
Gift certificates for HollowHaven services are subject to the following terms:
- Gift certificates are valid for 12 months from the date of purchase unless otherwise specified.
- Gift certificates are non-refundable but may be transferred to another person.
- Expired gift certificates may be honored at our discretion, potentially with a reactivation fee.
- If a service price increases after a gift certificate is purchased, the recipient will need to pay the difference or choose a service of equal or lesser value to the original gift certificate amount.
5. Digital Products and Online Courses
For digital products, online courses, and downloadable guides:
- Due to the nature of digital products, all sales are final once the product has been delivered or access has been granted.
- If you experience technical difficulties accessing your purchase, please contact our customer support team within 7 days for assistance.
- If a digital product or course has not been downloaded, accessed, or used, you may request a refund within 14 days of purchase.
6. HollowHaven Cancellations
In the rare event that HollowHaven needs to cancel or reschedule a service:
- We will provide as much advance notice as possible.
- You will be offered the option to reschedule or receive a full refund.
- For cancellations due to circumstances within our control, we may offer additional compensation such as a discount on future services or complimentary add-on services.
- For cancellations due to circumstances beyond our control (such as severe weather, natural disasters, or public health emergencies), we will offer rescheduling options or full refunds but cannot be held liable for any additional costs or inconveniences incurred.
7. Refund Processing
When a refund is approved:
- Refunds will be processed using the same payment method used for the original purchase whenever possible.
- Credit card refunds typically appear within 5-10 business days, depending on your financial institution.
- Bank transfer refunds may take 3-5 business days to process.
- In some cases, we may issue refunds as HollowHaven credit if the original payment method cannot be refunded or at the customer's request.
8. Special Circumstances
We understand that unexpected situations arise, and we will consider exceptions to our standard refund policy in cases of:
- Medical emergencies (with documentation)
- Bereavement
- Severe and unexpected transportation issues
- Other extraordinary circumstances beyond your control
Please contact us as soon as possible if such a situation occurs, and we will work with you to find a reasonable solution.
9. Virtual Services
For virtual styling services:
- Technical issues on our end that prevent service delivery will result in rescheduling options or a full refund.
- Technical issues on the client's end will be addressed on a case-by-case basis. We will make reasonable attempts to reconnect or reschedule.
- The standard cancellation policy applies to virtual appointments.
10. Disputes and Complaints
If you are not satisfied with our handling of a refund request:
- Please contact our customer service team at [email protected] with details of your concern.
- Your complaint will be reviewed by management within 5 business days.
- We aim to resolve all disputes fairly and in accordance with consumer protection laws.
11. Changes to This Policy
We may update our Refund Policy from time to time. We will notify you of any changes by posting the new policy on this page and updating the "Last Updated" date.
You are advised to review this policy periodically for any changes. Changes to this policy are effective when they are posted on this page.
The refund policy in effect at the time of your purchase will apply to your transaction.
12. Contact Us
If you have any questions about this Refund Policy, please contact us at:
HollowHaven
5 Stewart Flats
Wardstad, E9 5LR
London, United Kingdom
Email: [email protected]
Phone: +44 022 817 4005
