Introduction
At MutedHarmony, we strive to provide exceptional visagiste and makeup services that exceed your expectations. We understand that circumstances may arise where you need to request a refund. This Refund Policy outlines the conditions under which refunds are provided, the refund process, and other important information regarding your financial transactions with us.
By booking or purchasing our services, you agree to the terms of this Refund Policy. Please read this policy carefully before making any payment.
Refund Eligibility
Refunds may be provided under the following circumstances:
Service Cancellations
- Cancellation by MutedHarmony: If we need to cancel your appointment for any reason, you will receive a full refund of any amount paid, or you may reschedule for another available time at no additional cost.
- Cancellation by Client:
- With 48+ hours' notice: Full refund or rescheduling without penalty.
- With 24-48 hours' notice: 75% refund or rescheduling with a small administrative fee.
- With less than 24 hours' notice: 50% refund at our discretion.
- No-shows: No refund will be provided for appointments missed without notice.
Service Dissatisfaction
We take pride in our work and want you to be completely satisfied with our services. If you are not satisfied with the services provided:
- You must inform us of your dissatisfaction before leaving our premises or, for on-location services, before the visagiste leaves the location.
- We will make every reasonable effort to correct any issues immediately.
- If we are unable to resolve the issue to your satisfaction, we may offer a partial refund, store credit, or complimentary follow-up service at our discretion.
- Claims made after you have approved the final result and left the premises will be considered on a case-by-case basis but are not guaranteed.
Special Circumstances
- Medical Emergencies: Full refund with valid medical documentation.
- Adverse Reactions: If you experience an adverse reaction to products used during our services, please contact us immediately. Refunds for adverse reactions will be considered on a case-by-case basis and may require medical documentation.
- Force Majeure: In cases of severe weather, natural disasters, or other events beyond our control that prevent service delivery, we will offer rescheduling without penalty or a full refund.
Non-Refundable Items
The following items and situations are generally non-refundable:
- Gift certificates and gift cards (but may be transferable to another person)
- Retail products that have been opened, used, or damaged (unless defective)
- Special order products specifically purchased for your service
- Late arrival resulting in abbreviated service time
- Services that have been completed to the agreed-upon specifications
- Deposits for group bookings (such as bridal parties) cancelled with less than 2 weeks' notice
Refund Processing Time
We process refunds according to the following timeline:
- Credit/Debit Card Payments: Refunds will be processed back to the original payment card within 3-5 business days. Please note that it may take an additional 5-10 business days for the refund to appear on your statement, depending on your card issuer's policies.
- Bank Transfers: Refunds via bank transfer typically take 3-7 business days to process.
- Cash Payments: Cash refunds can be collected in person at our studio or can be processed via bank transfer if you provide your banking details.
How to Request a Refund
To request a refund, please follow these steps:
- Contact us as soon as possible via phone at +447230919617 or email at [email protected].
- Provide your full name, the date of service or purchase, and a detailed explanation of why you are requesting a refund.
- Include any relevant documentation that supports your refund request (receipts, medical documentation, etc.).
- For service dissatisfaction, please be specific about the issues encountered and any attempts to resolve them at the time of service.
All refund requests will be reviewed within 3 business days, and we will contact you regarding the status of your request.
Deposits and Prepayments
Bridal Services and Group Bookings
For bridal services and group bookings, we require a non-refundable deposit of 50% of the total service cost to secure your date. This deposit is applied toward your final balance. The deposit policy for these services is as follows:
- Cancellation with more than 30 days' notice: Deposit may be transferred to another date within 6 months, subject to availability.
- Cancellation with 14-30 days' notice: 50% of the deposit may be transferred to another date within 3 months, subject to availability.
- Cancellation with less than 14 days' notice: Deposit is forfeited.
Workshops and Special Events
For makeup workshops and special events:
- Cancellation with more than 14 days' notice: Full refund of any prepayment.
- Cancellation with 7-14 days' notice: 50% refund of prepayment.
- Cancellation with less than 7 days' notice: No refund, but you may transfer your spot to another person.
Retail Product Returns
For retail products purchased from MutedHarmony:
- Unopened, unused products in original packaging may be returned within 14 days of purchase for a full refund.
- Proof of purchase is required for all returns.
- Defective products may be returned within 30 days for a replacement or refund.
- Special order items are non-refundable unless defective.
- Products that show signs of use or have damaged packaging cannot be returned for hygiene reasons.
Gift Certificates and Vouchers
Our policy for gift certificates and vouchers is as follows:
- Gift certificates and vouchers are non-refundable but are transferable to another person.
- Gift certificates expire 12 months from the date of purchase unless otherwise stated.
- Lost or stolen gift certificates can be replaced if proof of purchase is provided.
- Gift certificates cannot be redeemed for cash, except where required by law.
Exceptions and Special Considerations
We understand that exceptional circumstances may arise. In situations not specifically covered by this policy, we will consider refund requests on a case-by-case basis. Our primary goal is customer satisfaction, and we will make reasonable efforts to find a fair resolution to any issues.
For clients with a history of multiple appointments and services with us, we may offer additional flexibility regarding our refund policies as a courtesy for your continued patronage.
Legal Rights
This Refund Policy does not affect your statutory rights. If you are a consumer in the European Union or United Kingdom, you have certain legal rights regarding satisfactory quality, fitness for purpose, and conformity with description. Nothing in this policy is intended to affect these statutory rights.
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. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.
Contact Information
If you have any questions about our Refund Policy or would like to request a refund, please contact us at:
We aim to respond to all inquiries within 2 business days.
