1. Introduction

At CalmHarbour, we strive to provide exceptional makeup artistry services and ensure client satisfaction. This Refund Policy outlines the terms and conditions regarding refunds, cancellations, and adjustments to services booked with CalmHarbour.

By booking our services, you agree to the terms outlined in this Refund Policy. Please read this policy carefully before making a booking.

2. Deposits and Payments

2.1 Deposits

To secure a booking with CalmHarbour, a 50% non-refundable deposit is required. This deposit is applied toward the total cost of services and secures your appointment date and time.

2.2 Payment Schedule

The remaining balance is due on the day of service, before the service begins, unless otherwise specified in your booking agreement. For weddings and large events, the remaining balance is due 7 days before the event date.

2.3 Payment Methods

We accept payments via credit/debit card, bank transfer, and cash (for in-person payments only). All payments must be made in British Pounds (GBP).

3. Cancellation Policy

3.1 Client Cancellations

If you need to cancel your booking, the following terms apply:

• Cancellations more than 30 days before the appointment: The deposit is non-refundable but may be transferred to a new appointment date within 6 months, subject to availability.
• Cancellations 14-30 days before the appointment: The deposit is non-refundable and non-transferable. No additional fees will be charged.
• Cancellations less than 14 days before the appointment: The deposit is non-refundable and non-transferable, and 75% of the remaining balance will be due.
• Cancellations less than 48 hours before the appointment: Full payment is required.

All cancellations must be made in writing via email to [email protected]. The cancellation date will be the date the email is received.

3.2 CalmHarbour Cancellations

In the unlikely event that CalmHarbour must cancel an appointment due to illness, emergency, or unforeseen circumstances:

• We will make every effort to find a replacement artist of similar skill level.
• If no replacement is available and services cannot be provided, a full refund of all payments made will be issued within 7 business days.
• We will assist in finding an alternative makeup artist from our network of professionals.

4. Refund Eligibility

4.1 Service Dissatisfaction

If you are dissatisfied with the services provided, the following conditions apply:

• You must express your concerns during the service or immediately after completion, giving our artist the opportunity to make adjustments.
• If adjustments cannot resolve the issue, you must notify us in writing within 24 hours of service completion, with specific details about the concerns and, if possible, photos of the makeup.
• Each case will be evaluated individually. Depending on the circumstances, we may offer:
• A partial refund
• A complimentary follow-up appointment to correct any issues
• A credit toward future services

Please note that subjective preferences in makeup style or artistic interpretation do not automatically qualify for refunds if the work provided was of professional quality and consistent with agreed-upon expectations.

4.2 Service Not Rendered

If you have paid for services that were not rendered due to circumstances within our control, a full refund will be provided. This does not include situations where the client:

• Arrives too late for the full service to be completed
• Fails to appear for the appointment ("no-show")
• Is unable to receive services due to health concerns or intoxication

4.3 Gift Certificates

Gift certificates are non-refundable but are transferable to another person. Gift certificates are valid for 12 months from the date of purchase.

5. Trial Appointments

For bridal and special event makeup trials:

• Trial appointments are charged separately and are non-refundable once the service has been performed.
• If you need to cancel a trial appointment, the standard cancellation policy applies.
• If you decide not to book CalmHarbour for your event after a trial, the trial fee is non-refundable.

6. Changes to Booking

6.1 Adding Services

Requests to add services or additional people to an existing booking are subject to artist availability and must be made at least 7 days in advance. Payment for additional services is due at the time they are added to the booking.

6.2 Reducing Services

If you need to reduce the number of services or people in your booking, the following terms apply:

• Changes more than 30 days before the appointment: The deposit for canceled services is non-refundable but may be applied to the remaining services.
• Changes 14-30 days before the appointment: The deposit for canceled services is non-refundable and cannot be applied to other services.
• Changes less than 14 days before the appointment: Full payment for the originally booked services is required.

7. Rescheduling

Requests to reschedule must be made in writing and are subject to availability. Our rescheduling policy is as follows:

• Rescheduling more than 30 days before the appointment: One complimentary reschedule is permitted. Additional rescheduling requests will incur a £25 administration fee.
• Rescheduling 14-30 days before the appointment: A £25 rescheduling fee will apply.
• Rescheduling less than 14 days before the appointment: A 25% rescheduling fee (based on the total service cost) will apply.
• Rescheduling less than 48 hours before the appointment: Treated as a cancellation; the original deposit is forfeited, and a new deposit will be required for the new appointment date.

8. Refund Process

When a refund is approved, the following process applies:

• Refunds will be issued using the original payment method when possible.
• Processing time for refunds is typically 5-10 business days, depending on your payment provider.
• If the original payment method is unavailable, we will work with you to determine an alternative refund method.

9. Special Circumstances

9.1 Illness or Emergency

If you experience a serious illness or emergency that prevents you from keeping your appointment, please contact us as soon as possible. With proper documentation (such as a doctor's note or emergency service report), we may make exceptions to our standard cancellation policy at our discretion.

9.2 Adverse Weather Conditions

In cases of severe weather conditions that make travel unsafe, CalmHarbour reserves the right to cancel appointments, in which case a full refund will be provided or services will be rescheduled at no additional cost.

9.3 Force Majeure

CalmHarbour will not be liable for any failure or delay in performing our obligations where such failure or delay results from any cause that is beyond our reasonable control, including but not limited to: natural disaster, severe weather, government action, war, civil unrest, or pandemic. In such circumstances, affected bookings may be rescheduled without penalty or refunded at our discretion.

10. Allergic Reactions and Sensitivities

While we use high-quality, professional-grade products and maintain strict hygiene standards, we cannot guarantee that clients will not experience an allergic reaction or sensitivity to products used. If you have known allergies or sensitivities, please inform us prior to your appointment.

If you experience an allergic reaction that you believe is directly related to products used during your service, please:

• Seek appropriate medical attention immediately if needed.
• Notify us within 24 hours of the service.
• Provide documentation from a medical professional confirming the allergic reaction.

Upon receipt of medical documentation, we will evaluate the situation and may offer a partial or full refund at our discretion.

11. Changes to Refund Policy

CalmHarbour reserves 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 Refund Policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

12. Contact Information

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

CalmHarbour
Flat 65o Cooper View
Lake Vicky, BL7 8BW
United Kingdom
Email: [email protected]
Phone: +44 3534 179278