Refund Policy

1. Deposits and Booking Confirmation

1.1 Standard Appointments

For standard individual appointments, we require the following to secure your booking:

• A 25% non-refundable deposit of the total service cost
• Completion of our booking form with your contact information and service details

Your appointment is not considered confirmed until both the deposit has been received and booking form completed.

1.2 Bridal Services

For bridal services, we require:

• A 30% non-refundable deposit of the total service cost to secure your wedding date
• An additional 20% payment due after the trial session
• Signed bridal contract outlining all details and expectations

The remaining 50% balance is due 7 days before the wedding date.

1.3 Group Bookings

For group bookings (3 or more people), we require:

• A 30% non-refundable deposit of the total service cost
• Final headcount confirmation at least 14 days before the appointment

The remaining balance is due 48 hours before the scheduled service date.

2. Cancellation and Rescheduling Policy

2.1 Standard Appointments

Our cancellation policy for standard appointments is as follows:

• More than 48 hours notice: You may reschedule your appointment without penalty, or cancel with a full refund of any amount paid beyond the non-refundable deposit.
• 24-48 hours notice: You may reschedule once without penalty. Cancellations during this period will result in forfeiture of the deposit.
• Less than 24 hours notice: 50% of the total service fee will be charged. Rescheduling will be subject to a £25 rebooking fee.
• No-shows: The full service fee will be charged.

2.2 Bridal Services

Due to the significant preparation and reserved time required for bridal services, our cancellation policy is more stringent:

• Cancellation more than 90 days before the wedding: The initial 30% deposit is non-refundable, but any additional payments will be refunded.
• Cancellation 30-90 days before the wedding: The 30% deposit and 20% trial payment are non-refundable.
• Cancellation less than 30 days before the wedding: No refund will be provided.

Date changes requested more than 60 days in advance may be accommodated subject to availability, with a £50 date change fee.

2.3 Group Bookings

For group bookings, our cancellation policy is:

• Cancellation more than 14 days before the appointment: The 30% deposit is non-refundable, but any additional payments will be refunded.
• Cancellation 7-14 days before the appointment: 50% of the total service cost will be charged.
• Cancellation less than 7 days before the appointment: The full service fee will be charged.

Individual cancellations within a group booking will not result in a refund but may be transferred to another person with advance notice.

3. Refund Circumstances

3.1 Service Quality Issues

We strive to provide exceptional service in every appointment. If you are not satisfied with the quality of our service, please:

1. Inform the makeup artist of your concerns during the appointment so they can make immediate adjustments
2. If concerns persist after adjustments, contact our studio manager within 24 hours of your appointment

Valid quality concerns that are raised during the appointment and cannot be resolved may qualify for a partial or full refund at the discretion of management. We may offer one of the following resolution options:

• A complimentary touch-up session
• A partial refund
• A full refund (in extreme circumstances)
• Credit toward future services

Claims made more than 24 hours after service completion will be evaluated on a case-by-case basis but may not qualify for refund.

3.2 Cancellation by ArtFace

In the rare event that we need to cancel your appointment due to unforeseen circumstances:

• We will provide as much advance notice as possible
• We will offer to reschedule your appointment at a convenient time
• If rescheduling is not possible or desirable, we will provide a full refund of all amounts paid

In extraordinary circumstances (severe illness, extreme weather, or other force majeure events), we will make every effort to provide alternative makeup artists from our network of professionals. If no suitable replacement can be arranged, a full refund will be issued.

3.3 Allergic Reactions

While we use high-quality, professional-grade products, allergic reactions can occasionally occur:

• We strongly recommend booking a patch test at least 48 hours before your appointment if you have sensitive skin or a history of allergic reactions
• If you decline a patch test, we cannot be held responsible for allergic reactions
• If you experience an allergic reaction despite having a patch test, please contact us immediately with photographic evidence and medical documentation

Verified allergic reactions that occur despite proper patch testing may be eligible for a full refund at management's discretion.

4. Refund Process

4.1 How to Request a Refund

To request a refund, please:

1. Contact us at [email protected] or call +44 5975 345873
2. Provide your name, appointment date, and booking reference
3. Explain the reason for your refund request
4. Include any relevant documentation or photographs

4.2 Refund Processing Time

If a refund is approved:

• Credit/debit card refunds will be processed within 5-10 business days
• Bank transfer refunds may take 7-14 business days
• Cash payments will be refunded by bank transfer

Please note that while we process refunds promptly, the time it takes for the funds to appear in your account depends on your payment provider's policies.

5. Gift Certificates and Prepaid Services

5.1 Gift Certificates

Our gift certificate policy is as follows:

• Gift certificates are valid for 12 months from the date of purchase
• Gift certificates cannot be exchanged for cash
• Lost or stolen gift certificates can be replaced with proof of purchase
• Gift certificates are non-refundable once purchased

5.2 Prepaid Service Packages

For prepaid service packages or multiple session bookings:

• Packages must be used within 12 months of purchase
• Unused sessions after 12 months will expire
• Packages may be refunded within 14 days of purchase, minus a 20% administration fee
• After 14 days, packages are non-refundable but may be transferred to another person

6. Special Circumstances

6.1 Medical Emergencies

In the case of documented medical emergencies:

• Provide documentation from a healthcare provider
• We may offer to reschedule without penalty or provide a partial/full refund at our discretion

6.2 Bereavement

In the case of immediate family bereavement:

• Contact us as soon as possible
• We will work with you to reschedule or provide a refund as appropriate

6.3 Extreme Weather or Public Emergencies

In cases of extreme weather conditions or public emergencies:

• If official travel advisories recommend against travel, appointments may be rescheduled without penalty
• If PebbleMeadow Studio is unable to operate due to extreme circumstances, a full refund or rescheduling option will be provided

7. Mobile Service Additional Terms

For makeup services provided at your location:

• Travel fees are non-refundable if cancellation occurs less than 48 hours before the appointment
• If our artist arrives and suitable conditions for makeup application are not available (proper lighting, clean space, etc.), we reserve the right to cancel the service, and no refund will be provided
• Excessive delays (over 30 minutes) at the client's location may result in abbreviated service with no refund for the shortened time

8. Contact Information

For any questions or concerns regarding our refund policy, please contact us at:

PebbleMeadow Studio
36 Caitlin Ferry
Port Florence, PO14 4NH
United Kingdom
Email: [email protected]
Phone: +44 5975 345873