Refund Policy

At SilverGrove, we strive to provide exceptional styling services and ensure your complete satisfaction. This Refund Policy outlines the terms and conditions for refunds and cancellations of our services.

1. General Principles

Our refund policy is designed with fairness and transparency in mind. We understand that circumstances may change, but we also invest significant time and resources in preparing for each client appointment. This policy aims to balance these considerations.

All refund requests must be submitted in writing to [email protected] and will be processed according to the terms outlined below.

2. Service Deposits

For certain services, we require a non-refundable deposit at the time of booking to secure your appointment. These deposits are as follows:

Deposits serve to reserve our stylists' time and allow us to begin preparation for your appointment. As such, deposits are non-refundable except in extraordinary circumstances as outlined in Section 5.

3. Cancellation and Refund Schedule

Our refund policy for the balance payment (excluding the non-refundable deposit) is based on the timing of your cancellation:

4. Rescheduling Appointments

We understand that schedules can change. If you need to reschedule your appointment, our policy is as follows:

• More than 48 hours' notice: You may reschedule once at no additional cost, subject to our availability.
• 24-48 hours' notice: A rescheduling fee of £25 will apply.
• Less than 24 hours' notice: Treated as a cancellation per the schedule above. A new booking and payment will be required.

Appointments can only be rescheduled once. Additional rescheduling requests will be treated as a cancellation of the original appointment and will require a new booking.

5. Extraordinary Circumstances

We recognize that genuine emergencies and extraordinary circumstances may occur. In such cases, we may, at our sole discretion, offer more flexible refund or rescheduling terms. Such circumstances may include:

• Serious illness or injury requiring hospitalization (documentation may be requested)
• Death in the immediate family
• Natural disasters or severe weather conditions preventing travel

Please contact us as soon as possible if such circumstances arise.

6. Service Dissatisfaction

6.1. Quality Guarantee

We are committed to providing high-quality, professional styling services. If you are not completely satisfied with our services, please notify us in writing within 48 hours of your appointment, detailing the specific concerns.

6.2. Resolution Process

Upon receiving your dissatisfaction notification, we will:

1. Acknowledge receipt within 24 hours
2. Review your concerns thoroughly
3. Propose a resolution, which may include:
   • A follow-up appointment to address specific issues
   • A partial refund
   • A credit toward future services

Please note that styling is inherently subjective, and while we strive for complete client satisfaction, we cannot guarantee that all styling recommendations will align perfectly with personal preferences. Our refund considerations for service dissatisfaction will focus on whether the service was delivered professionally and as described, rather than on subjective style preferences.

7. Packages and Gift Certificates

7.1. Service Packages

For service packages (combinations of multiple services purchased at a discounted rate):

• Cancellation of the entire package before any services are rendered will follow the standard cancellation policy based on the date of the first scheduled service.
• Once any service within a package has been delivered, the remaining package value will be calculated based on the regular (non-discounted) rate of the delivered service(s), and any refund will apply only to the remaining value.

7.2. Gift Certificates

Gift certificates are non-refundable but have the following terms:

• Valid for 12 months from the date of purchase
• Transferable to another person
• Can be applied to any service of equal or greater value (where the recipient pays the difference)

8. Refund Processing

When a refund is approved:

• Refunds will be processed using the original payment method when possible
• Processing time is typically 5-10 business days, depending on your payment provider
• You will receive an email confirmation once the refund has been processed

9. Virtual Services

For virtual styling services:

• Once digital materials or recommendations have been delivered, no refund will be provided.
• Technical issues on the client's side (e.g., poor internet connection) do not qualify for a refund, but we will make reasonable efforts to reschedule the session.
• If technical issues on our side prevent service delivery, we will reschedule at no additional cost or provide a full refund at your request.

10. 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 for changes.

11. Contact Information

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

SilverGrove
48 Robertson Pass
Samuelland, NE20 0RB
United Kingdom
Email: [email protected]
Phone: +44 3773 475732

Please note that all refund requests must be submitted in writing to the email address above and should include your booking reference number, service details, and reason for the refund request.

Last Updated: May 15, 2023