Refund Policy

Introduction

At Flow Discovery, we strive to provide exceptional styling services that meet and exceed your expectations. We understand that circumstances may arise that necessitate cancellation or require a refund. This Refund Policy outlines the conditions under which refunds are issued for our styling services.

Please read this policy carefully before booking any services with Flow Discovery. By making a purchase or booking a service, you agree to be bound by this Refund Policy.

Refund Eligibility Criteria

Refunds may be issued under the following circumstances:

Cancellation by Client

• More than 48 hours notice: If you cancel a scheduled styling appointment with more than 48 hours notice, you are eligible for a full refund or rescheduling at no additional cost.
• 24-48 hours notice: If you cancel with 24-48 hours notice, you are eligible for a 50% refund or rescheduling with a 25% rebooking fee.
• Less than 24 hours notice: Cancellations made with less than 24 hours notice are not eligible for a refund but may be rescheduled with a 50% rebooking fee at our discretion.

Service Dissatisfaction

If you are not satisfied with the styling service provided, please notify us within 7 days of the service completion. We will work with you to address your concerns through one of the following options:

• A complimentary follow-up appointment to rectify any issues
• A partial refund based on the nature of the dissatisfaction
• A full refund in cases where we are unable to address your concerns satisfactorily

Refunds for service dissatisfaction are evaluated on a case-by-case basis and require consultation with the stylist who provided the service.

Cancellation by Flow Discovery

If Flow Discovery needs to cancel or reschedule your appointment due to unforeseen circumstances, you will be entitled to either:

• A full refund, or
• Priority rescheduling at a time convenient for you, plus a 10% discount on the service

Refund Timeframes

The processing time for refunds varies depending on your payment method:

• Credit/Debit Card Payments: Refunds to your credit or debit card are typically processed within 5-10 business days from the date the refund is approved. The time it takes for the refund to appear in your account depends on your card issuer's policies.
• Bank Transfers: Refunds via bank transfer are typically processed within 7-14 business days from the date the refund is approved.
• PayPal: Refunds to your PayPal account are typically processed within 3-5 business days.

Please note that while we process refunds promptly, it may take additional time for the funds to appear in your account depending on your financial institution's policies.

How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us: Email us at [email protected] or call +44 996 347 0022 during business hours.
2. Provide Information: Include your full name, the date of service or intended service, your booking reference number, and the reason for your refund request.
3. Documentation: If applicable, provide any relevant documentation that supports your refund request (e.g., email confirmation of appointment cancellation, details of service issues).

We aim to respond to all refund requests within 2 business days. Once your request is received, we will review it and contact you to discuss the next steps.

Non-Refundable Items & Services

The following items and services are non-refundable under any circumstances:

• Digital styling guides, e-books, and other downloadable content once access has been provided
• Gift certificates (however, these are transferable and valid for 12 months from the date of purchase)
• No-show appointments (where the client fails to attend without any prior notice)
• Services that have been completed more than 7 days prior to the refund request
• Special promotion or discounted services marked as "non-refundable" at the time of purchase

Special Circumstances

Medical Emergencies

In the case of a medical emergency that prevents you from attending your appointment, we may waive the standard cancellation policy. This requires documentation such as a doctor's note or hospital admission papers. Please contact us as soon as possible to discuss your situation.

Severe Weather or Natural Disasters

If severe weather conditions or natural disasters prevent you from attending your appointment or make it unsafe for our stylists to provide the service, we will reschedule your appointment at no additional cost or provide a full refund at your request.

Technical Failures for Virtual Consultations

If a virtual styling consultation cannot be completed due to technical issues on our end, we will reschedule the appointment at no additional cost or provide a full refund at your request. If the technical issues are on your end, we will attempt to reschedule once at no additional cost.

Store Credit & Exchanges

In some cases, we may offer store credit or service exchanges instead of monetary refunds:

• Store Credit: Store credit is valid for 12 months from the date of issue and can be applied to any service offered by Flow Discovery.
• Service Exchanges: You may opt to exchange one service for another of equal or lesser value. If you choose a service of greater value, you will need to pay the difference.

Dispute Resolution

If you are dissatisfied with our decision regarding your refund request, we encourage you to contact us to discuss your concerns. We are committed to resolving any issues fairly and transparently.

If we cannot reach a mutually satisfactory resolution, you may have rights to pursue the matter through alternative dispute resolution mechanisms or legal channels, depending on your jurisdiction.

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 revised policy will be posted on our website with the effective date. We encourage you to review this policy periodically.

Contact Information

If you have any questions about our Refund Policy, please contact us at:

Flow Discovery

48 Adams Wells East Oscar, Belfast BT15 3FB, United Kingdom

Email: [email protected]

Phone: +44 996 347 0022