1. Introduction

At Balanced Array, we are committed to providing high-quality styling services and ensuring client satisfaction. We understand that circumstances may arise that require cancellation or rescheduling of appointments, or that you may occasionally be dissatisfied with a service.

This Refund Policy outlines the conditions under which refunds are provided for our styling services, cancellation policies, and the process for requesting a refund.

2. Cancellation Policy

2.1 Cancellation by Client

Our cancellation policy is as follows:

• Cancellations made more than 48 hours before the scheduled appointment: Full refund or option to reschedule at no additional cost.
• Cancellations made between 24-48 hours before the scheduled appointment: 75% refund or option to reschedule with a 25% rescheduling fee.
• Cancellations made less than 24 hours before the scheduled appointment: 50% refund or option to reschedule with a 50% rescheduling fee.
• No-shows (failure to attend without notice): No refund will be provided.

2.2 Cancellation by Balanced Array

In the event that we need to cancel or reschedule your appointment due to unforeseen circumstances:

• We will provide you with as much notice as possible
• You will be offered the option to reschedule at your convenience or receive a full refund
• If the cancellation significantly impacts a time-sensitive service (e.g., styling for a specific event), we may offer additional compensation or service discount at our discretion

2.3 Extenuating Circumstances

We understand that emergencies and unforeseen circumstances can occur. In cases of serious illness, family emergency, or other extenuating circumstances, please contact us as soon as possible. We will assess these situations on a case-by-case basis and may waive the standard cancellation fees at our discretion. Documentation may be required.

3. Service Satisfaction Policy

3.1 Service Guarantee

We strive to provide exceptional styling services and want you to be completely satisfied with your experience. If you are not satisfied with your styling service, please let us know within 7 days of your appointment.

3.2 Conditions for Service-Related Refunds

Refunds for completed services may be considered under the following conditions:

• The service did not meet the described specifications as outlined on our website or in pre-service consultations
• There was a significant deviation from agreed-upon styling recommendations or approach
• Technical errors or omissions occurred during the service that materially affected the outcome

Service-related refund requests will be evaluated on a case-by-case basis. We may offer one of the following remedies:

• A complimentary follow-up appointment to address specific concerns
• Partial refund proportional to the extent of the issue
• Full refund in cases where the service was fundamentally deficient
• Service credit for future appointments

4. Digital Product Refunds

4.1 Digital Style Guides and Resources

For digital products (e.g., personalized style guides, digital color palettes, or educational materials):

• Refunds may be requested within 14 days of purchase if the product is demonstrably defective, incomplete, or not as described
• Due to the digital nature of these products, refunds will not be provided simply because you changed your mind or no longer need the product
• For customized digital products created specifically for you, refunds are available only if the product deviates significantly from the agreed specifications

5. Gift Certificate Refunds

Gift certificates and vouchers for our styling services:

• Cannot be exchanged for cash or refunded except where required by law
• Are valid for 12 months from the date of purchase unless otherwise specified
• May be transferred to another person with prior notification to us
• Lost or stolen gift certificates can be replaced only if proof of purchase is provided and the certificate has not been redeemed

6. Service Package Refunds

6.1 Package Cancellations Before Services Begin

For multi-service styling packages that have been purchased but not yet begun:

• Full refund if cancelled more than 7 days before the first scheduled appointment
• 75% refund if cancelled between 3-7 days before the first scheduled appointment
• 50% refund if cancelled less than 3 days before the first scheduled appointment

6.2 Partially Completed Packages

If you need to cancel a package after some services have been completed:

• We will calculate the value of services already rendered at their standard (non-package) rates
• We will deduct this amount from your original payment
• Any remaining balance will be refunded according to the cancellation timeline specified above
• If the value of services already rendered exceeds the refundable amount, no refund will be issued

7. Refund Process

7.1 How to Request a Refund

To request a refund, please:

1. Contact us at [email protected] or call +44 866 019 3757
2. Provide your full name, service details, and the date of your appointment or purchase
3. Explain the reason for your refund request
4. Include any relevant supporting information or documentation

7.2 Refund Processing Timeline

Once a refund request is approved:

• Refunds will be processed within 5-10 business days
• Credit card refunds typically appear on your statement within 5-7 business days after processing, though this may vary depending on your financial institution
• Bank transfers may take 3-5 business days to reflect in your account
• You will receive a confirmation email once your refund has been processed

7.3 Refund Method

Refunds will be issued using the same payment method used for the original purchase:

• Credit/debit card payments will be refunded to the same card
• Bank transfers will be refunded to the originating account
• Alternative refund methods may be arranged in exceptional circumstances

8. Exceptions to the Refund Policy

The following situations are generally not eligible for refunds:

• Services that have been fully delivered and meet our quality standards, but do not align with your personal preferences despite being delivered as described
• No-shows for scheduled appointments without prior notice
• Requests made after the specified refund timeframe has elapsed
• Cancellations due to failure to follow pre-appointment instructions (when such instructions are essential to service delivery)
• Instances where clients misrepresented information that affected service suitability or outcomes

9. Dispute Resolution

If you are dissatisfied with our decision regarding your refund request, we encourage you to contact our customer service team to discuss your concerns. We are committed to finding fair and reasonable solutions to any issues that arise.

If we cannot resolve the matter directly, you may have rights to pursue the matter through alternative dispute resolution services or relevant consumer protection authorities.

10. Policy Changes

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

11. Contact Information

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