Refund Policy

Introduction

At StoneGroves, we strive to provide exceptional service and ensure your complete satisfaction. We understand that circumstances may arise that require you to cancel or reschedule your appointment, and we have established this Refund Policy to clearly outline our procedures for cancellations, refunds, and changes to bookings.

This Refund Policy applies to all services offered by StoneGroves, including but not limited to bridal makeup, special event makeup, photoshoot makeup, makeup lessons, and consultations.

By booking our services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

Booking Deposits

For certain services, particularly weddings, bridal trials, and large group bookings, we require a non-refundable deposit to secure your booking date and time. The deposit amount varies by service type:

• Bridal Makeup: 50% of the total service cost
• Bridal Trial: Full payment at time of booking
• Wedding Party (4+ people): 30% of the total service cost
• Group Bookings (4+ people): 25% of the total service cost
• Photoshoot Makeup: 30% of the total service cost

All deposits must be paid at the time of booking to secure your appointment date and time. Please note that your booking is not confirmed until the deposit has been received and acknowledged by StoneGroves.

Standard Appointment Cancellations

For standard appointments (non-bridal services), our cancellation policy is as follows:

• Cancellations made more than 14 days before the appointment: Full refund of any payments made (excluding non-refundable deposits).
• Cancellations made 7-14 days before the appointment: 50% of the total service fee will be charged (or 50% of your payment will be refunded if you have paid in full).
• Cancellations made less than 7 days before the appointment: No refund will be provided, and the full service fee will be charged.

All cancellation requests must be submitted in writing via email to [email protected]. The date of receipt of the email will be considered the official cancellation date.

Bridal and Wedding Party Cancellations

Due to the significant time allocated for wedding bookings and the limited availability of dates (particularly during peak wedding season), we have a stricter cancellation policy for bridal and wedding party services:

• Cancellations made more than 90 days before the wedding date: Deposit is non-refundable, but any additional payments made will be refunded.
• Cancellations made 60-90 days before the wedding date: Deposit is non-refundable, and 25% of the remaining balance will be charged.
• Cancellations made 30-59 days before the wedding date: Deposit is non-refundable, and 50% of the remaining balance will be charged.
• Cancellations made less than 30 days before the wedding date: No refund will be provided, and the full service fee will be charged.

We understand that wedding dates occasionally need to be postponed due to unforeseen circumstances. In the event of a postponement:

• Postponements with more than 60 days' notice: Your deposit can be transferred to the new date, subject to our availability.
• Postponements with less than 60 days' notice: A transfer of deposit to a new date is at our discretion and subject to availability. An additional booking fee may apply.

If we are unable to accommodate your new date, the original cancellation policy will apply.

Rescheduling Policy

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

• Rescheduling requests made more than 14 days before the appointment: No rescheduling fee, subject to availability.
• Rescheduling requests made 7-14 days before the appointment: 25% rescheduling fee, subject to availability.
• Rescheduling requests made less than 7 days before the appointment: 50% rescheduling fee, subject to availability.

All rescheduling requests must be submitted in writing via email to [email protected]. Rescheduling is subject to our availability, and we cannot guarantee that a suitable alternative time will be available.

If a suitable alternative time is not available or not accepted by you, our standard cancellation policy will apply.

Late Arrivals

We schedule our appointments carefully to ensure that all clients receive the full time allocated for their services. If you arrive late for your appointment:

• Your service time may be shortened to accommodate subsequent appointments.
• You will be charged the full service fee regardless of the shortened service time.
• If you are more than 30 minutes late without prior notice, your appointment may be considered a "no-show" (see below).

If you anticipate being late for your appointment, please contact us as soon as possible so we can advise you on the best course of action.

No-Shows

A "no-show" occurs when a client fails to attend their appointment without prior notice of cancellation or rescheduling. In the event of a no-show:

• You will be charged the full service fee.
• Any deposits or pre-payments will be forfeited.
• Future appointments may require pre-payment in full.

We understand that emergencies can occur. In case of a genuine emergency that prevents you from attending your appointment or providing notice, please contact us as soon as possible with an explanation and any relevant documentation. Exceptions to our no-show policy may be made at our discretion in genuine emergency situations.

Service Dissatisfaction

Your satisfaction is our priority. If you are not completely satisfied with the services provided:

1. Please inform your makeup artist immediately during your appointment so that adjustments can be made.
2. If adjustments during the appointment do not resolve your concerns, please contact us in writing within 24 hours of your service, detailing the specific issues and including photographs where applicable.

We will review all service complaints on a case-by-case basis. Depending on the circumstances, we may offer:

• A touch-up appointment at no additional charge
• A partial refund
• A credit toward future services

Please note that subjective preferences (such as wishing you had chosen a different lip color) do not qualify for refunds if the work was performed as agreed upon during the consultation.

No refunds will be considered if:

• You did not express dissatisfaction during the appointment when adjustments could have been made
• You request a refund more than 24 hours after the service was provided
• The dissatisfaction is due to circumstances outside our control (e.g., weather affecting makeup longevity despite proper application)
• You failed to disclose relevant information (such as allergies or skin conditions) that affected the service outcome

Payment Processing and Refunds

Refund Processing

When a refund is approved, it will be processed as follows:

• Refunds will be issued using the same payment method used for the original transaction, unless otherwise agreed.
• Credit/debit card refunds typically take 5-10 business days to appear on your statement, depending on your card issuer's policies.
• Bank transfer refunds typically take 3-5 business days to process.
• Cash payments will be refunded by bank transfer or check, which may require additional processing time.

Administrative Fees

A £25 administrative fee may be deducted from refunds in certain circumstances, including but not limited to:

• Cancellations made more than 14 days before the appointment (for standard services)
• Cancellations made more than 90 days before the wedding date (for bridal services)

This fee covers the administrative costs associated with processing bookings and refunds.

Gift Certificates and Prepaid Packages

Gift Certificates

Gift certificates are non-refundable and cannot be exchanged for cash. However:

• Gift certificates are valid for 12 months from the date of purchase.
• Gift certificates can be transferred to another person with prior written notice to us.
• Services booked using a gift certificate are subject to our standard cancellation and rescheduling policies.

Prepaid Packages

Prepaid service packages (such as multiple makeup lesson packages) are subject to the following refund terms:

• Unused services in a package may be eligible for a partial refund, less a 25% administration fee, if requested within 30 days of purchase.
• After 30 days from purchase, unused services in a package are non-refundable but remain available for use within the validity period (typically 12 months from purchase).
• Individual appointments within a package are subject to our standard cancellation and rescheduling policies.

Force Majeure

StoneGroves will not be liable for any failure or delay in performing our obligations under this policy where such failure or delay results from any cause that is beyond our reasonable control ("Force Majeure Event"), including but not limited to:

• Natural disasters or severe weather conditions
• Government actions or restrictions
• Public health emergencies or pandemics
• Civil unrest or terrorist attacks
• Fire, flood, or other catastrophic events

In the event that a Force Majeure Event prevents us from providing our services:

• We will make reasonable efforts to reschedule your appointment to a mutually agreeable date and time.
• If rescheduling is not possible or not accepted by you, you will receive a full refund of any payments made, including deposits.

Similarly, if you are unable to attend your appointment due to a Force Majeure Event, we will work with you to reschedule without penalties, provided you notify us as soon as reasonably possible.

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 to stay informed of any updates.

Any bookings made prior to a policy change will be subject to the policy in effect at the time the booking was made.

Contact Information

If you have any questions about our Refund Policy or would like to request a cancellation, rescheduling, or refund, please contact us at:

Last Updated: May 1, 2024