1. Introduction
At Quiet Passage, we strive to provide exceptional styling services and ensure your complete satisfaction. We understand that circumstances may arise that require you to cancel or reschedule your appointment, or in some cases, request a refund. This Refund Policy outlines the terms and conditions for cancellations, rescheduling, and refunds for our services.
By booking any service with Quiet Passage, you agree to the terms of this Refund Policy. Please read this policy carefully before making a booking.
2. Cancellation Policy
2.1 Standard Cancellation Terms
Our cancellation policy is as follows:
- More than 48 hours' notice: Full refund or rescheduling without penalty
- 24-48 hours' notice: 75% refund or rescheduling with a 25% rebooking fee
- Less than 24 hours' notice: 50% refund or rescheduling with a 50% rebooking fee
- No-show: No refund will be provided
Notice periods are calculated based on business days and hours (Monday to Saturday, 9am-6pm GMT).
2.2 Package Bookings
For package bookings (multiple services booked together at a discounted rate), the following cancellation terms apply:
- Cancellation of the entire package follows the standard cancellation terms above
- Cancellation of individual sessions within a package must be made at least 48 hours in advance for rescheduling without penalty
- No refunds are provided for individual sessions within a package, but sessions can be rescheduled according to our cancellation timeline
3. Rescheduling Policy
We understand that schedules can change, and we try to be as accommodating as possible for rescheduling requests:
- Rescheduling requests made more than 48 hours before your appointment can be accommodated without any additional fee
- Rescheduling requests made within 24-48 hours of your appointment will incur a 25% rescheduling fee
- Rescheduling requests made less than 24 hours before your appointment will incur a 50% rescheduling fee
- All rescheduled appointments must be booked within 3 months of the original appointment date
Rescheduled appointments are subject to availability. We cannot guarantee that your preferred stylist, date, or time will be available for rescheduled appointments.
4. Refund Conditions
Refunds may be provided under the following conditions:
4.1 Cancellation Refunds
Refunds for cancellations will be processed according to the cancellation policy outlined in Section 2.
4.2 Service Quality Issues
If you are not satisfied with the quality of our services, please notify us within 7 days of your appointment. We will work with you to resolve the issue by:
- Offering a follow-up appointment to address your concerns (at no additional cost)
- Providing a partial refund (determined on a case-by-case basis)
- Offering a credit toward future services
Our priority is your satisfaction, and we will make every reasonable effort to address your concerns.
4.3 Service Cancellation by Quiet Passage
In the rare event that we need to cancel your appointment due to unforeseen circumstances (such as stylist illness, emergency, or technical issues), we will offer you:
- A full refund of your payment
- OR rescheduling to the next available appointment time that suits you (with a 10% discount as a goodwill gesture)
5. Refund Process
All eligible refunds will be processed as follows:
5.1 Refund Method
Refunds will be issued using the same payment method used for the original purchase:
- Credit/debit card payments will be refunded to the same card
- PayPal payments will be refunded to the same PayPal account
- Bank transfers will be refunded via bank transfer
5.2 Refund Timeline
We will process refund requests within 5 business days of approval. Please note that:
- Credit/debit card refunds typically take 3-10 business days to appear on your statement, depending on your card issuer
- PayPal refunds are usually processed within 24-48 hours
- Bank transfers may take 3-5 business days to reflect in your account
6. How to Request a Refund
To request a cancellation, rescheduling, or refund:
- Contact us promptly: Email us at [email protected] or call +44 2624 898678 during business hours
- Provide necessary information: Include your full name, appointment date and time, service booked, and reason for cancellation or refund request
- For quality issues: Please provide specific details about your concerns, including the date of service and nature of the issue
We aim to respond to all refund requests within 2 business days.
7. Exceptions to the Refund Policy
While we strive to be flexible, the following circumstances are not eligible for refunds:
- No-shows for scheduled appointments
- Cancellations after services have begun
- Digital products or resources that have been downloaded or accessed
- Gift certificates or vouchers (though these remain valid for the specified period)
7.1 Special Circumstances
We understand that exceptional circumstances beyond your control may arise. In cases of serious illness, family emergency, or other significant events, we may waive our standard cancellation fees. Such exceptions are considered on a case-by-case basis and may require documentation.
8. Gift Certificates and Prepaid Services
For gift certificates and prepaid service packages:
- Gift certificates are non-refundable but are transferable to another person
- Gift certificates are valid for 12 months from the date of purchase
- Prepaid service packages follow our standard cancellation policy for individual appointments
- Unused services in a package can be transferred to another person with written notice
9. Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically to stay informed of updates. Your continued use of our services after any changes indicates your acceptance of the updated policy.
10. Contact Information
If you have any questions about our Refund Policy, please contact us at:
Quiet Passage
Flat 83o Ruby Ramp
Tylershire PO35 5XS
United Kingdom
Email: [email protected]
Phone: +44 2624 898678
