Refund Policy

Last Updated: May 15, 2024

Introduction

At PlainNarrative, we strive to provide the highest quality styling services and customer satisfaction. This Refund Policy outlines our guidelines for cancellations, rescheduling, and refunds for our services. By booking any service with PlainNarrative, you agree to be bound by this Refund Policy.

Refund Policy Overview

Our refund policy is designed to be fair to both our clients and our stylists, who reserve time specifically for your appointment. Please review the following guidelines carefully before booking any service with PlainNarrative.

Cancellation and Rescheduling

Standard Services

For all standard styling services, including Personal Styling Consultations, Seasonal Color Analysis, Wardrobe Edit & Organization, Personal Shopping Experience, and Capsule Wardrobe Creation:

  • More than 48 hours notice: You may cancel or reschedule your appointment without penalty. A full refund will be issued to your original payment method.
  • 24-48 hours notice: You may reschedule your appointment once without penalty, or cancel with a 75% refund of the service fee.
  • Less than 24 hours notice: Cancellations or rescheduling with less than 24 hours notice will incur a 50% charge of the service fee.
  • No-shows: If you fail to attend your scheduled appointment without prior notice, no refund will be provided.

Package Services

For package services (Style Starter, Complete Style Transformation, Capsule Creator):

  • Cancellation of entire package: If you cancel the entire package before any sessions have been conducted, a 90% refund will be provided if notice is given at least 7 days in advance. Cancellations with less than 7 days notice will receive a 75% refund.
  • Cancellation of individual sessions within a package: The same policy applies as for standard services. However, repeated cancellations of individual sessions may result in the forfeiture of the package discount, with remaining services billed at the standard rate.

Special Occasion Styling

Due to the time-sensitive nature of Special Occasion Styling services:

  • More than 7 days notice: 90% refund or one free rescheduling.
  • 3-7 days notice: 50% refund or rescheduling with a 25% additional fee.
  • Less than 3 days notice: No refund available, rescheduling subject to a 50% additional fee.

Refund Conditions

Eligible Refund Scenarios

You may be eligible for a full refund in the following circumstances:

  • If PlainNarrative cancels your appointment and cannot offer a suitable alternative time.
  • If a service cannot be delivered as described due to circumstances within our control.
  • If you cancel with sufficient notice as specified in the Cancellation Policy section.
  • If you have purchased a service by mistake and notify us within 24 hours of purchase (provided the service has not yet been delivered).

Partial Refund Scenarios

You may be eligible for a partial refund in the following circumstances:

  • If a service is delivered but does not meet the specified description, and we cannot reasonably remedy the situation.
  • If a session needs to be cut short due to circumstances beyond our control.
  • If you cancel with insufficient notice as specified in the Cancellation Policy section.

Non-Refundable Scenarios

Refunds will not be provided in the following circumstances:

  • If you fail to attend a scheduled appointment without prior notice.
  • If you are dissatisfied with the professional advice or recommendations provided, but the service was delivered as described.
  • If you purchase clothing or other items based on our recommendations. (Note: Returns of physical items must be handled directly with the retailers from which they were purchased.)
  • If you have already received the full service as described.

Refund Process

How to Request a Refund

To request a refund, please contact us in one of the following ways:

Please include the following information in your refund request:

  • Your full name
  • Date and time of the scheduled service
  • Service type or package name
  • Reason for requesting a refund
  • Order number or booking reference (if available)

Refund Processing Time

We aim to process all refund requests within 5 business days of approval. Once processed, refunds will be issued to the original payment method used for the purchase. Depending on your payment provider, it may take an additional 5-10 business days for the refund to appear in your account.

Rescheduling Policy

How to Reschedule

To reschedule an appointment, please contact us via email at [email protected] or by phone at +44 860 697 7708 as soon as you know you need to change your appointment time.

Rescheduling Limitations

Each appointment may be rescheduled a maximum of two times. After the second rescheduling, any further changes will be treated as a cancellation and a new booking, subject to our standard cancellation policy.

Stylist Availability

While we will make every effort to accommodate your preferred rescheduling date and time, we cannot guarantee the availability of the same stylist for your rescheduled appointment, especially for last-minute changes.

Deposits and Prepayments

Deposit Requirements

For certain high-demand services or peak periods, we may require a non-refundable deposit to secure your booking. The deposit amount and terms will be clearly communicated at the time of booking.

Package Prepayments

Package services are paid in full at the time of booking to secure the package discount. Refunds for packages are subject to the terms outlined in the Cancellation and Rescheduling section.

Gift Certificates

  • Gift certificates are non-refundable but can be transferred to another person.
  • Gift certificates are valid for 12 months from the date of purchase.
  • Appointments booked using gift certificates are subject to our standard cancellation and rescheduling policy.

Service Quality Guarantee

At PlainNarrative, we stand behind the quality of our services. If you are not completely satisfied with the service provided, please let us know within 7 days of your appointment. We will work with you to address your concerns, which may include:

  • A follow-up consultation to clarify or adjust our recommendations
  • A partial refund if we cannot adequately address your concerns
  • A discount on a future service

Please note that styling is a subjective service, and our guarantee covers the professional delivery of the service as described, not the personal preference for the styling advice provided.

Force Majeure

PlainNarrative reserves the right to cancel or reschedule appointments due to circumstances beyond our control, such as severe weather, natural disasters, health emergencies, or other unforeseen events. In such cases, we will make every effort to reschedule your appointment at a convenient time, or provide a full refund if rescheduling is not possible.

Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The updated version will be indicated by an updated "Last Updated" date at the top of this policy. We encourage you to review this policy periodically to stay informed about our refund practices.

Contact Us

If you have questions or concerns about this Refund Policy, please contact our customer service team:

PlainNarrative Customer Service

5 Nick Grove, Port Harleyberg, GL14 2NW

United Kingdom

Email: [email protected]

Phone: +44 860 697 7708 (Monday-Friday, 9am-6pm)

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