Cancellation Policy
How and when a booking can be cancelled, rescheduled or refunded.
Draft — legal review required before public launch.
Last updated 2026-01-01
Customer cancellation
You can cancel a booking from My Bookings at any time. The Booking Fee is generally non-refundable when you cancel outside the free-cancellation window shown on the booking.
No-show
If you do not attend the appointment, the Booking Fee is not refunded and the salon may decline future last-minute bookings.
Salon cancellation
If the salon cancels or cannot provide the booked service, you may be eligible for a full Booking Fee refund. Submit a request from the booking and it will be reviewed.
Late arrival
Arriving late may reduce the service time or require the appointment to be cancelled at the salon's discretion, which is treated as a customer cancellation.
Rescheduling
Rescheduling depends on the salon's remaining availability. Where a new slot is agreed, the existing Booking Fee carries over.
Exceptional circumstances
Medical emergencies, severe weather and comparable events are reviewed case by case.
Refund review
Refund eligibility is assessed against the circumstances of the cancellation and the policy in force at the time of booking.
How to request support
Open the booking in My Bookings and choose Get help, or use the Contact page and select Cancellation / refund.