Refund Policy

Last updated: May 1, 2024

Introduction

At ScalarDomain, we are committed to ensuring your complete satisfaction with our services. We understand that circumstances may arise where you might need to request a refund. This Refund Policy outlines the conditions under which we offer refunds, the refund process, and any applicable exceptions.

Please read this policy carefully before booking our services. By using our services, you agree to the terms of this Refund Policy.

General Refund Conditions

We evaluate refund requests on a case-by-case basis, taking into account the specific circumstances of each situation. However, we have established the following general conditions for refunds:

Eligible for Full Refund:

  • Service cancellation by ScalarDomain (due to unforeseen circumstances, artist illness, etc.)
  • Proven significant deviation from the agreed-upon service
  • Cancellation with more than 48 hours' notice before the scheduled appointment
  • Allergic reaction to products used (provided you informed us of known allergies in advance)

Eligible for Partial Refund:

  • Cancellation with 24-48 hours' notice (50% refund)
  • Reasonable dissatisfaction with service results that cannot be corrected through touch-ups
  • Appointment significantly delayed by ScalarDomain (more than 30 minutes)

Not Eligible for Refund:

  • Cancellation with less than 24 hours' notice
  • No-shows for scheduled appointments
  • Client arriving more than 15 minutes late, resulting in shortened service time
  • Subjective dissatisfaction with results when the service was performed as agreed upon
  • Change of mind after the service has been completed
  • Bridal trial sessions (these are consultation services to finalize the look)

Special Considerations for Different Services

Bridal Makeup Services

Due to the high demand and advance booking required for bridal services, we have specific refund policies for these appointments:

  • Booking Deposit: Non-refundable after 7 days from booking
  • Cancellation Timeline:
    • More than 90 days before the event: Full refund minus deposit
    • 60-90 days before the event: 75% refund minus deposit
    • 30-60 days before the event: 50% refund minus deposit
    • Less than 30 days before the event: No refund
  • Date Changes: One complimentary date change allowed if requested more than 60 days before the event (subject to availability)

Makeup Lessons and Workshops

For makeup lessons and workshops, the following refund conditions apply:

  • Individual Lessons: Subject to the standard refund conditions listed above
  • Group Workshops:
    • Cancellation more than 7 days before the workshop: Full refund
    • Cancellation 3-7 days before the workshop: 50% refund
    • Cancellation less than 3 days before the workshop: No refund
    • Option to transfer your spot to another person at no additional cost

Special Events and Photoshoots

For makeup services booked for special events, editorial work, or photoshoots:

  • Booking Deposit: Non-refundable
  • Cancellation Timeline:
    • More than 7 days before the event: Full refund minus deposit
    • 3-7 days before the event: 50% refund minus deposit
    • Less than 3 days before the event: No refund
  • Rescheduling: One complimentary reschedule if requested more than 3 days before the event (subject to availability)

Refund Process

If you wish to request a refund, please follow these steps:

How to Request a Refund

  1. Contact us as soon as possible via email at [email protected] or by phone at +446304724741
  2. Provide your full name, the date of the service or scheduled appointment, and your booking reference number
  3. Clearly state the reason for your refund request
  4. Include any relevant evidence or documentation (e.g., photos if applicable, medical certificate for illness-related cancellations)
  5. Specify your preferred refund method (original payment method, bank transfer, etc.)

Refund Review Timeline

We strive to process all refund requests promptly and fairly:

  • We will acknowledge receipt of your refund request within 2 business days
  • Most refund requests are evaluated and decided upon within 5-7 business days
  • Complex cases may require additional time for proper review

Refund Processing

Once a refund has been approved:

  • Refunds will be processed using the original payment method when possible
  • Credit/debit card refunds typically take 5-10 business days to appear on your statement, depending on your card issuer
  • Bank transfers may take 3-5 business days to process
  • You will receive a confirmation email once your refund has been processed

Alternatives to Refunds

In some cases, we may offer alternatives to monetary refunds:

Service Credits

We may offer service credits for future appointments, which:

  • Can be used for any service of equal or lesser value
  • May be offered at a higher value than the monetary refund (e.g., 110% credit instead of 100% refund)
  • Are valid for 6 months from the date of issue
  • Are not transferable to another person without prior written approval

Rescheduling

In cases of unavoidable cancellations, we encourage rescheduling your appointment rather than cancellation:

  • Rescheduling is subject to availability
  • We offer one complimentary reschedule when requested within the appropriate timeframe
  • Additional rescheduling may incur an administrative fee of £15

Correction Services

If you are not completely satisfied with your makeup service, we offer:

  • Complimentary touch-ups if requested immediately after the service
  • One free correction appointment if booked within 24 hours of the original service

Gift Certificates and Prepaid Packages

Gift Certificates

  • Gift certificates are non-refundable but may be transferred to another person
  • Gift certificates are valid for 12 months from the date of purchase
  • Expired gift certificates may be extended for a £10 administrative fee within 3 months of expiration

Prepaid Service Packages

  • Prepaid packages (e.g., bridal packages, multiple lesson packages) are eligible for partial refunds based on the following:
    • Unused services will be refunded minus a 15% administrative fee
    • Used services will be charged at the regular (non-package) rate
    • If the recalculation results in the client owing money, no refund will be issued

Exceptions and Special Circumstances

Force Majeure

In cases of force majeure (natural disasters, severe weather conditions, public health emergencies, etc.):

  • We will work with you to reschedule your appointment at no additional cost
  • If rescheduling is not possible, a full refund will be provided, including any non-refundable deposits

Health-Related Cancellations

For cancellations due to serious illness or medical emergencies:

  • A medical certificate may be required
  • We will offer a full refund or complimentary rescheduling
  • This applies to both client and artist illness

Service Quality Issues

If you experience quality issues with our service:

  • Notify us immediately or within 24 hours of service completion
  • Provide clear details and, if possible, photographs of the issue
  • We will offer to correct the issue free of charge
  • If correction is not possible or does not resolve the issue, a partial or full refund may be provided

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. The policy that was in effect at the time of your booking will apply to your transaction.

We encourage you to review this policy periodically to stay informed of any updates.

Contact Information

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

  • Email: [email protected]
  • Phone: +446304724741 (Monday-Friday, 10am-6pm)
  • Mail: ScalarDomain, Flat 23 Jayden Crossing, Leefurt, HD9 6PH, United Kingdom

We aim to respond to all inquiries within 2 business days.

Dispute Resolution

We strive to resolve all refund disputes amicably and fairly. If you are not satisfied with our decision regarding your refund request, you may:

  1. Request a review by our management team by emailing [email protected]
  2. Provide any additional information or evidence that may support your case
  3. If the dispute cannot be resolved directly, you may consider mediation through a consumer protection agency or similar third party

Please note that any legal proceedings related to this Refund Policy shall be governed by the laws of the United Kingdom and subject to the exclusive jurisdiction of the courts in the United Kingdom.