Refund Policy

Last Updated: June 1, 2024

At Soft Transition, we strive to provide exceptional styling services and want you to be completely satisfied with your experience. This Refund Policy outlines the conditions under which we offer refunds for our services. Please read this policy carefully before booking any of our services.

Refund Policy Overview

We understand that circumstances may arise that necessitate the cancellation of a service or that you may be dissatisfied with a service provided. Our refund policy aims to be fair to both our clients and our professional stylists.

Eligibility for Refunds

Refunds may be available under the following circumstances:

1. Service Cancellations

• Cancellations more than 48 hours before scheduled service: Full refund (100% of the amount paid)
• Cancellations between 24-48 hours before scheduled service: Partial refund (75% of the amount paid)
• Cancellations less than 24 hours before scheduled service: No refund, but we may offer rescheduling options at our discretion

2. Service Rescheduling

• Rescheduling more than 48 hours before scheduled service: No fee for rescheduling
• Rescheduling between 24-48 hours before scheduled service: 15% rescheduling fee
• Rescheduling less than 24 hours before scheduled service: 25% rescheduling fee

3. Dissatisfaction with Services

If you are not satisfied with the styling services you received, we offer the following options:

• Follow-up Consultation: A complimentary follow-up session to address specific concerns
• Partial Refund: A partial refund may be issued based on the nature of the dissatisfaction
• Full Refund: In cases where our services significantly failed to meet reasonable expectations despite our best efforts to remedy the situation

To be eligible for a refund due to dissatisfaction, you must:

• Notify us within 7 days of the service completion
• Provide specific details about the issues experienced
• Allow us a reasonable opportunity to address your concerns

4. Service Not Performed

If we are unable to perform the scheduled service due to our fault (stylist illness, scheduling error, etc.), you will be eligible for:

• A full refund, OR
• Rescheduling at a convenient time with a 20% discount on the service

Conditions for Refund Eligibility

Personal Styling Sessions

For personal styling sessions, refunds due to dissatisfaction are evaluated on a case-by-case basis. We consider:

• Whether the stylist followed the agreed-upon brief
• Whether you actively participated in the styling process
• Whether you communicated your preferences clearly during the session
• Whether there were reasonable attempts to address concerns during the session

Wardrobe Consultations

For wardrobe consultations, refunds due to dissatisfaction are considered when:

• The consultation did not address the primary concerns outlined in your booking
• The recommendations made were clearly inappropriate for your lifestyle, body type, or stated preferences
• The stylist did not provide the level of expertise reasonably expected

Event Styling

For event styling services, refunds may be provided when:

• The styling significantly failed to meet the agreed-upon requirements
• The stylist was significantly late, causing disruption to your event schedule
• The styling was not appropriate for the specific event as outlined in your booking

Refund Process and Timeframes

How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer service team at [email protected] or call +445050249268
2. Provide your booking reference number and the date of service
3. Explain the reason for your refund request in detail
4. Include any relevant supporting information (photos, correspondence, etc.)
5. Indicate your preferred refund method

Refund Processing Time

Once your refund request is approved, you can expect the following processing times:

• Credit/Debit Card Payments: 5-10 business days for the refund to appear on your statement
• Bank Transfers: 3-5 business days for the refund to be processed
• PayPal Payments: 2-3 business days for the refund to be processed

Refund Review Process

All refund requests undergo the following review process:

1. Initial review by our customer service team (1-2 business days)
2. Consultation with the stylist who provided the service (if applicable)
3. Final decision by management (for complex cases)
4. Notification of the decision and processing of approved refunds

We aim to complete this process within 5 business days of receiving your refund request.

Exceptions to the Refund Policy

Non-Refundable Items and Services

The following are generally not eligible for refunds:

• Gift certificates (but may be transferred to another person)
• Digital products and resources (style guides, lookbooks, etc.) that have been downloaded
• Services already completed to satisfaction as evidenced by client feedback at the time of service
• Cancellations due to factors outside our control (extreme weather events, emergency situations, etc.)

Special Circumstances

We recognize that special circumstances may arise. In cases of:

• Medical Emergencies: With proper documentation, we may waive our standard cancellation policy
• Bereavement: With proper notification, we may offer more flexible refund terms
• Natural Disasters or Major Disruptions: We will work with you to find a fair resolution

Each case will be evaluated individually, and we reserve the right to request supporting documentation.

Contact Information for Refund Inquiries

If you have questions about our refund policy or need to request a refund, please contact us through any of the following methods:

• Email: [email protected] or [email protected]
• Phone: +445050249268 (Monday-Friday, 9:00 AM - 5:00 PM GMT)
• Mail: Soft Transition Customer Service, 38 William Well East, Bethhaven, TD8 6PQ, UK
• Contact Form: Available on our Contact page

We aim to respond to all refund inquiries within 1-2 business days.

Policy Changes and Updates

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. We encourage you to review this policy periodically to stay informed about our refund terms.

The refund policy applicable to your purchase is the version in effect on the date of your booking. If you have concerns about changes to our policy, please contact our customer service team.

Consumer Rights

This refund policy does not affect your statutory rights as a consumer. Under UK consumer protection laws, you have certain rights relating to the quality of services provided, which cannot be excluded by contract.

If you believe your statutory rights have been violated, you may have additional remedies available to you beyond those outlined in this policy. For more information about your consumer rights, you can visit the UK Government's consumer protection rights page.