StoneHarrow

1. Introduction

At StoneHarrow, we are committed to providing exceptional styling services and ensuring your satisfaction. This Refund Policy outlines our procedures regarding refunds, cancellations, and our service guarantees.

By booking or purchasing our services, you agree to the terms of this Refund Policy. We encourage you to read this policy carefully before making a booking.

2. Styling Consultations and Services

2.1 Cancellation by Client

Our cancellation policy for styling consultations and services is as follows:

• Cancellation 48+ hours before scheduled appointment: Full refund of any payment made, less a 10% administrative fee.
• Cancellation 24-48 hours before scheduled appointment: 50% refund of any payment made.
• Cancellation less than 24 hours before scheduled appointment: No refund will be provided.

Cancellations must be made in writing via email to [email protected] or through our online booking system.

2.2 Rescheduling

Requests to reschedule a consultation or service must be made at least 48 hours prior to the scheduled appointment time. We will attempt to accommodate rescheduling requests but cannot guarantee availability for alternative dates or times.

Rescheduling with less than 48 hours' notice will be treated as a cancellation under the terms outlined in Section 2.1, and a new booking will need to be made.

2.3 Cancellation by StoneHarrow

In the event that StoneHarrow needs to cancel a scheduled consultation or service due to illness, emergency, or other unforeseen circumstances, we will:

• Provide as much advance notice as possible
• Offer to reschedule the appointment at a mutually convenient time
• Provide a full refund if rescheduling is not possible or desired

3. Service Packages and Multi-Session Bookings

3.1 Package Cancellation

For service packages or multi-session bookings:

• Cancellation within 14 days of purchase (before first session): Full refund minus a 15% administrative fee.
• Cancellation after the first session or after 14 days of purchase: Partial refund for unused sessions minus a 20% fee of the remaining balance.
• Individual sessions within a package: Subject to the standard cancellation policy in Section 2.1.

3.2 Package Expiry

All service packages must be used within 12 months of purchase unless otherwise specified. Any unused sessions after this period will expire with no refund provided.

3.3 Package Transfers

Service packages may be transferred to another individual with written notice to StoneHarrow. A transfer fee of £30 will apply. The expiry date remains the same as the original purchase date.

4. Shopping Assistance Services

4.1 Shopping Trip Cancellations

For personal shopping appointments:

• Cancellation 7+ days before scheduled shopping trip: Full refund less a 10% administrative fee.
• Cancellation 3-6 days before scheduled shopping trip: 50% refund.
• Cancellation less than 3 days before scheduled shopping trip: No refund will be provided.

4.2 Merchandise Purchases

StoneHarrow does not sell merchandise directly. Any items purchased during shopping trips are subject to the return and refund policies of the respective retailers. We recommend reviewing these policies before making purchases.

Our shopping assistance fee is for our professional service and is separate from any merchandise purchases you make.

5. Digital Products and Online Services

5.1 Digital Style Guides and Products

Due to the instant-delivery nature of digital products:

• All sales of downloadable style guides, lookbooks, and other digital products are final.
• No refunds will be provided unless the product is defective or undeliverable.

5.2 Virtual Styling Consultations

Virtual styling consultations follow the same cancellation policy as in-person consultations (Section 2.1).

Technical issues:

• If technical difficulties on StoneHarrow's end prevent the delivery of a virtual consultation, we will reschedule or provide a full refund at the client's preference.
• If technical difficulties on the client's end prevent participation, we will attempt to troubleshoot and/or reschedule within reasonable limits, but no refund will be provided if the service cannot be delivered due to client-side technical limitations.

5.3 Online Courses and Workshops

For pre-recorded courses and workshops:

• Refunds may be requested within 7 days of purchase if less than 30% of the course content has been accessed.
• No refunds will be provided after 7 days or if more than 30% of the course has been accessed.

For live online workshops:

• The standard cancellation policy in Section 2.1 applies.

6. Gift Certificates

6.1 Validity and Expiry

Gift certificates are valid for 12 months from the date of purchase unless otherwise specified. Expired gift certificates cannot be redeemed or refunded.

6.2 Refunds on Gift Certificates

Refunds on unused gift certificates may be issued to the purchaser (not the recipient) within 30 days of purchase, subject to a 15% administrative fee. After 30 days, gift certificates are non-refundable but remain transferable.

6.3 Partial Use

If a gift certificate is used for a service that costs less than the value of the certificate, the remaining balance will be available for future use within the validity period. No cash refunds will be provided for partial use or remaining balances on gift certificates.

7. Service Satisfaction Guarantee

7.1 Quality Assurance

At StoneHarrow, we stand behind the quality of our services. If you are not satisfied with your styling consultation or service:

• Notify us within 48 hours of service completion by email to [email protected]
• Provide specific details about why the service did not meet your expectations
• We will work with you to address your concerns, which may include a follow-up consultation, adjustment to recommendations, or other appropriate resolution

7.2 Refunds for Unsatisfactory Service

If we are unable to resolve your concerns to your satisfaction:

• A partial refund may be offered at our discretion
• In exceptional circumstances, a full refund may be provided
• Refund decisions will be made on a case-by-case basis

Please note that stylistic differences or subjective preferences may not qualify for refunds if the service was delivered as described and in a professional manner.

8. Refund Process

8.1 Refund Methods

Refunds will be processed using the original payment method:

• Credit/debit card refunds typically appear within 5-10 business days
• Bank transfers may take 7-14 business days
• Alternative refund methods may be arranged in special circumstances

8.2 Refund Requests

To request a refund, please contact us at [email protected] with the following information:

• Your name and contact details
• Date of purchase or service
• Order/booking reference number
• Reason for refund request
• Any relevant supporting information

We aim to respond to all refund requests within 3 business days and process approved refunds promptly.

9. Force Majeure

StoneHarrow shall not be liable for any failure to perform services or provide refunds due to circumstances beyond our reasonable control, including but not limited to:

• Natural disasters or severe weather conditions
• Public health emergencies or pandemics
• Government restrictions or mandates
• Civil unrest or terrorist activities
• Unexpected infrastructure failures

In such cases, we will make reasonable efforts to reschedule services or provide alternative solutions.

10. Changes to This Policy

We reserve 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 policy periodically for updates. Your continued use of our services after the posting of changes constitutes your acceptance of such changes.

11. Contact Us

If you have any questions or concerns about our Refund Policy, please contact us at:

StoneHarrow
9 Nick Route South Connor
CW11 5SY
United Kingdom
Email: [email protected]
Phone: +444953995988