1. Introduction
At Subtled Dynamics, we are committed to ensuring your satisfaction with our services. This Refund Policy outlines our procedures for refunds, cancellations, and rescheduling of our makeup services and product purchases.
By booking our services or purchasing products from us, you agree to the terms of this Refund Policy. We reserve the right to modify this policy at any time, with changes taking effect when posted on this page. Your continued use of our services after such modifications will constitute your acknowledgment and agreement to the modified policy.
2. Service Booking Refunds
2.1 Deposits and Booking Fees
For many of our services, particularly bridal makeup and group bookings, we require a non-refundable deposit to secure your appointment date and time. These deposits are as follows:
- Bridal Makeup: 30% of the total service cost
- Group Bookings (4+ people): 25% of the total service cost
- Special Event Makeup: £30 per person
- Makeup Lessons: £50
These deposits are applied toward your final service cost and are designed to protect our schedule from last-minute cancellations.
2.2 Cancellation Timeframes and Refund Eligibility
Our refund policy for service cancellations is based on the notice period provided:
Standard Makeup Services (Individual Appointments):
- More than 48 hours' notice: Full refund of any payments made (excluding non-refundable deposits)
- 24-48 hours' notice: 50% refund of any payments made (excluding non-refundable deposits)
- Less than 24 hours' notice or no-show: No refund
Bridal Services:
- More than 30 days' notice: Full refund of any payments made (excluding non-refundable deposits)
- 14-30 days' notice: 50% refund of any payments made (excluding non-refundable deposits)
- Less than 14 days' notice: No refund
Group Bookings (4+ people):
- More than 14 days' notice: Full refund of any payments made (excluding non-refundable deposits)
- 7-14 days' notice: 50% refund of any payments made (excluding non-refundable deposits)
- Less than 7 days' notice: No refund
2.3 Rescheduling
We understand that circumstances change, and we offer the following rescheduling options:
- Standard Services: One free reschedule with at least 48 hours' notice
- Bridal Services: One free reschedule with at least 30 days' notice
- Group Bookings: One free reschedule with at least 14 days' notice
Additional rescheduling or rescheduling with shorter notice may incur a fee of £20 per appointment. Rescheduling is subject to availability.
3. Service Quality Guarantees
3.1 Satisfaction Guarantee
We take pride in the quality of our makeup services and want you to be completely satisfied with your experience. If at any point during your service you are unhappy with the results, please inform your makeup artist immediately so that adjustments can be made.
3.2 Refunds for Unsatisfactory Service
If you are dissatisfied with your service and have expressed your concerns during the appointment giving us the opportunity to address them, but remain unsatisfied, you may be eligible for a partial or full refund based on the following criteria:
- The service must have been materially different from what was advertised or agreed upon
- You must have given the makeup artist the opportunity to make corrections during the appointment
- You must submit your refund request in writing within 24 hours of the service
Each situation will be evaluated on a case-by-case basis. We may offer one of the following solutions:
- A full or partial refund
- A complimentary follow-up service
- Credit toward future services
3.3 Allergic Reactions and Skin Sensitivities
If you experience an allergic reaction to products used during your service:
- If you disclosed all known allergies before the service and we used a product containing an allergen you specified, you will be eligible for a full refund
- If you experience a reaction to a product for which you had no known allergy, we will evaluate the situation individually and may offer a partial refund or credit toward future services
- If you failed to disclose known allergies or sensitivities, we cannot offer a refund
Medical documentation may be requested in cases of severe reactions.
4. Product Purchase Refunds
4.1 Unopened Products
For makeup products purchased directly from Subtled Dynamics (not third-party brands we may recommend):
- Unopened, unused products in original packaging may be returned within 14 days of purchase for a full refund
- A valid receipt or proof of purchase is required
- Return shipping costs are the responsibility of the customer unless the product was defective
4.2 Defective Products
If you receive a defective product:
- Notify us within 7 days of receiving the product
- Provide photos of the defect when possible
- We will arrange for a replacement or refund
- Return shipping for defective products will be covered by Subtled Dynamics
4.3 Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned once opened or used:
- Makeup products that have been opened or used
- Makeup tools that have been used (brushes, sponges, etc.)
- Skincare products that have been opened
- Sale items or clearance products marked as final sale
5. Gift Certificates and Prepaid Packages
5.1 Gift Certificates
Our policy for gift certificates is as follows:
- Gift certificates are non-refundable but are transferable to another person
- Gift certificates are valid for 12 months from the date of purchase
- Lost or stolen gift certificates can be replaced with proof of purchase
5.2 Prepaid Service Packages
For prepaid makeup service packages:
- Packages are non-refundable once the first service has been redeemed
- Unused packages may be refunded within 30 days of purchase, subject to a 15% administration fee
- Packages expire 12 months after purchase unless otherwise specified
6. Special Circumstances
6.1 Illness and Medical Emergencies
We understand that medical emergencies and illness can occur unexpectedly. In cases of serious illness or medical emergency:
- Provide documentation (doctor's note or hospital record) within 7 days of your missed appointment
- With valid documentation, we will waive cancellation fees and offer rescheduling without penalties
- If rescheduling is not possible, we may offer a partial or full refund at our discretion, including normally non-refundable deposits
6.2 Service Cancellation by Subtled Dynamics
In the rare event that we need to cancel your service:
- You will receive a full refund of all payments made, including deposits
- We will make every effort to reschedule at your convenience
- If the cancellation is due to unforeseen circumstances beyond our control (extreme weather, natural disasters, etc.), we will reschedule without additional fees
6.3 Artist Substitution
If your assigned makeup artist becomes unavailable:
- We will notify you as soon as possible and offer an equally qualified substitute artist
- If you decline the substitute artist and we cannot accommodate your preference, you will receive a full refund
- For bridal services, if a substitute is necessary within 14 days of your wedding, we will offer a 10% discount as compensation for any inconvenience
7. Refund Process
7.1 How to Request a Refund
To request a refund for services or products:
- Contact us at [email protected] or call +442571557716
- Provide your name, service/order date, and reason for the refund request
- Include any supporting documentation (receipts, photos of defective products, medical documentation, etc.)
7.2 Refund Processing Timeline
Our standard processing times for refunds are as follows:
- Refund requests are reviewed within 3-5 business days
- Approved refunds are processed within 7-10 business days
- Credit card refunds may take an additional 3-5 business days to appear on your statement, depending on your financial institution
7.3 Refund Methods
Refunds will be issued using the original payment method:
- Credit/debit card payments will be refunded to the same card
- Bank transfers will be refunded to the originating account
- Cash payments will be refunded by bank transfer (bank details will be required)
8. Contact Information
If you have any questions about our Refund Policy or need assistance with a refund, please contact us:
- By email: [email protected]
- By phone: +442571557716 (Monday-Friday, 9am-6pm)
- By mail: Subtled Dynamics, 41 Kelly Ford, West Timberg, YO7 1SP, United Kingdom
We aim to respond to all inquiries within 24-48 hours during business days.
