Refund Policy

1. Introduction

At Lake Shoreline, we are committed to ensuring your satisfaction with our styling services. This Refund Policy outlines the terms and conditions for refunds and cancellations related to our services.

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

2. Booking Deposits

For certain services, we may require a non-refundable deposit at the time of booking to secure your appointment. The deposit amount will be clearly communicated to you before booking and will be deducted from the total cost of the service.

Deposits are non-refundable except in the circumstances outlined in Section 5 of this policy.

3. Cancellation by Client

3.1 Cancellation Timeframes

Our cancellation policy operates on the following timeframes:

• More than 48 hours before appointment: Full refund of any amounts paid (excluding non-refundable deposits)
• 24-48 hours before appointment: 50% refund of service fee (excluding non-refundable deposits)
• Less than 24 hours before appointment: No refund

3.2 Rescheduling

If you need to reschedule your appointment:

• More than 48 hours before appointment: No fee for rescheduling
• 24-48 hours before appointment: 25% rescheduling fee
• Less than 24 hours before appointment: 50% rescheduling fee

Rescheduled appointments must be booked within 3 months of the original appointment date, subject to availability.

3.3 No-Shows

If you fail to attend your scheduled appointment without prior notice, this will be considered a "no-show." No refunds will be provided for no-shows, and any deposits or payments made will be forfeited.

4. Cancellation by Lake Shoreline

In the rare event that we need to cancel your appointment due to stylist illness, emergency, or other unforeseen circumstances:

• We will notify you as soon as possible
• We will offer to reschedule your appointment at a time convenient for you
• If rescheduling is not possible or desired, we will provide a full refund of all amounts paid, including deposits

5. Exceptional Circumstances

We understand that exceptional circumstances may arise. In the following situations, we may, at our discretion, offer a full refund or reschedule without fees:

• Medical emergencies (with appropriate documentation)
• Bereavement
• Severe weather conditions or natural disasters
• Other exceptional circumstances beyond your reasonable control

Please contact us as soon as possible if you need to cancel due to exceptional circumstances.

6. Service Satisfaction

6.1 During Your Appointment

If at any point during your styling session you are not satisfied with the service, please immediately inform your stylist or our customer service team so we can address your concerns.

6.2 After Your Appointment

If you are dissatisfied with the service received:

• Contact us within 7 days of your appointment
• Clearly explain the reason for your dissatisfaction
• Provide any relevant details or supporting information

We will review each case individually and may offer one of the following remedies at our discretion:

• Partial refund
• Full refund (in cases of significant service failure)
• Additional complementary service to address the issue
• Credit toward future services

7. Digital Products and Style Guides

For digital products, downloadable style guides, or online styling services:

• Due to the instant delivery and digital nature of these products, all sales are final and non-refundable once the content has been accessed or downloaded
• If you have technical issues accessing your digital product, please contact our customer service team for assistance
• If a digital product is found to be materially different from its description, you may be eligible for a refund within 14 days of purchase

8. Gift Cards and Packages

8.1 Gift Cards

Gift cards are non-refundable but are valid for 12 months from the date of purchase. Gift cards cannot be exchanged for cash or used to purchase additional gift cards.

8.2 Service Packages

For multi-service packages:

• Refunds for unused services within a package may be available on a pro-rata basis
• A 10% administration fee will be deducted from any refund for partially used packages
• Package services must be used within 12 months of purchase unless otherwise specified

9. Refund Process

When a refund is approved:

• Refunds will be processed using the original payment method, where possible
• Processing time for refunds is typically 5-10 business days, depending on your payment provider
• You will receive email confirmation when your refund has been processed

10. How to Request a Refund

To request a refund or cancellation, please:

1. Email us at [email protected] with the subject line "Refund Request" or "Cancellation Request"
2. Include your booking reference number, service details, and reason for refund/cancellation
3. Provide any supporting documentation if applicable (e.g., medical certificate)

Alternatively, you can call our customer service team at +44 562 337 9254 during business hours (Monday-Friday, 9am-6pm).

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. If we make changes, we will post the updated policy on our website and update the "Last Updated" date at the top of this policy.

Any changes to our Refund Policy will only apply to bookings made after the revised policy is posted.

12. Contact Us

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

Lake Shoreline
4 Bell Stream East
Vanessa, G12 9BH
United Kingdom
Email: [email protected]
Phone: +44 562 337 9254