Refund Policy

Our commitment to client satisfaction and fair refund procedures

Introduction

At Fluid Journey, we strive to provide exceptional styling services that meet our clients' expectations. We understand that circumstances may arise where a refund or cancellation is necessary. This Refund Policy outlines the conditions and procedures for refunds and cancellations of our services.

Last updated: June 15, 2024

Refund Eligibility

Service Cancellations

Our refund policy for service cancellations is as follows:

  • More than 48 hours before appointment: Full refund or rescheduling without penalty
  • 24-48 hours before appointment: 75% refund or rescheduling with a 25% rebooking fee
  • Less than 24 hours before appointment: 50% refund or rescheduling with a 50% rebooking fee
  • No-show: No refund provided

Service Dissatisfaction

We are committed to ensuring your satisfaction with our services. If you are not satisfied with the quality of service provided, please notify us within 7 days of your appointment. We will:

  • Offer a follow-up appointment to address your concerns at no additional cost
  • If issues cannot be resolved to your satisfaction after the follow-up, we will consider partial or full refunds on a case-by-case basis

For service dissatisfaction claims, we will require details about the specific aspects of the service that did not meet your expectations to help us improve and address your concerns appropriately.

Conditions for Refunds

Refunds may be granted under the following conditions:

  • The service was not performed as described or advertised
  • The appointment was cancelled within the timeframes specified above
  • Fluid Journey had to cancel the appointment due to unforeseen circumstances (full refund or rescheduling will be offered)
  • A significant issue with the service provided that cannot be resolved through additional appointments or adjustments

Non-Refundable Items

The following are generally non-refundable:

  • Services that have been fully completed and delivered as described
  • No-show appointments without prior notice
  • Appointments cancelled with less than 24 hours' notice due to non-emergency situations
  • Digital products or style guides that have been downloaded or accessed

Refund Process

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact us at [email protected] or call +44 375 200 6839
  2. Provide your name, service date, and booking reference number
  3. Explain the reason for your refund request in detail
  4. Include any relevant documentation or evidence to support your claim (if applicable)

Processing Time

Once your refund request is received:

  • We will acknowledge receipt of your request within 2 business days
  • We will review your request and respond with a decision within 5-7 business days
  • If approved, refunds will be processed within 10 business days of approval
  • The time it takes for the refund to appear in your account depends on your payment method and financial institution (typically 3-10 business days)

Refund Methods

Refunds will be issued using the same method of payment used for the original purchase:

  • Credit/Debit Card Payments: Refunded to the same card
  • Bank Transfers: Refunded to the originating bank account
  • PayPal: Refunded to your PayPal account
  • Gift Certificates: Refunded as store credit or replacement gift certificate

In some cases, if the original payment method is no longer available or valid, we may issue the refund through an alternative method agreed upon with you.

Special Circumstances

Emergencies

We understand that emergencies happen. In case of genuine emergencies (such as medical emergencies, family crises, etc.), please contact us as soon as possible with appropriate documentation. We will consider these situations sympathetically and may waive cancellation fees or offer full refunds at our discretion.

Fluid Journey Cancellations

If Fluid Journey needs to cancel or reschedule an appointment due to stylist illness, scheduling conflicts, or other unforeseen circumstances, we will:

  • Notify you as soon as possible
  • Offer to reschedule at your convenience
  • Provide a full refund if rescheduling is not possible or convenient for you
  • Offer a 10% discount on your next booking as compensation for the inconvenience

Group Bookings and Workshops

For group bookings and workshop cancellations, special terms apply:

  • More than 14 days before event: Full refund
  • 7-14 days before event: 75% refund
  • Less than 7 days before event: 50% refund
  • Less than 48 hours before event: No refund

Exceptions to the Policy

We recognize that each situation is unique. In certain circumstances, we may make exceptions to our standard refund policy. These exceptions will be considered on a case-by-case basis at the discretion of Fluid Journey management.

Factors that may influence our decision include:

  • Customer loyalty and history
  • Nature and severity of service issues
  • Extenuating circumstances beyond the client's control
  • Good faith efforts to resolve the situation

Gift Certificates and Packages

Gift Certificates

Gift certificates are subject to the following refund conditions:

  • Unused gift certificates can be refunded within 14 days of purchase to the original purchaser only
  • Gift certificates are non-refundable after 14 days but remain valid for the period specified
  • Expired gift certificates cannot be refunded but may be extended at our discretion

Service Packages

For multi-session or package services:

  • Unused sessions in a package may be eligible for partial refund
  • Refund amount will be calculated based on the regular price of used sessions (not the discounted package rate)
  • A 15% administrative fee may be applied to package cancellations

Changes to This Policy

Fluid Journey reserves 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 revised policy.

Contact Us

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

Fluid Journey
89 Justine Pines
Leeview, IP16 4UL
United Kingdom

Email: [email protected]
Phone: +44 375 200 6839