Refund Policy

1. Introduction

At Still Harbor, we strive to provide exceptional makeup services and customer satisfaction. We understand that circumstances may arise that require you to change or cancel your appointment. This Refund Policy outlines our guidelines for deposits, cancellations, rescheduling, and refunds.

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

2. Deposits and Payments

2.1 Booking Deposits

For certain services, we require a non-refundable deposit to secure your booking. The deposit amount varies depending on the service:

• Bridal Makeup: 50% of the total service fee
• Editorial Makeup: 30% of the total service fee
• Special Event Makeup: 30% of the total service fee
• Makeup Lessons: Full payment in advance
• Personal Consultations: Full payment in advance

Your booking is not confirmed until we receive your deposit payment.

2.2 Final Payment

The remaining balance for services is due on the day of service unless otherwise specified in your booking confirmation. For bridal services, the remaining balance is due 7 days before the wedding date.

3. Cancellation Policy

3.1 Bridal Makeup Cancellations

Due to the exclusive nature of bridal bookings, we have the following cancellation policy:

• Cancellation more than 60 days before the event: Loss of 25% of the deposit amount
• Cancellation 30-60 days before the event: Loss of 50% of the deposit amount
• Cancellation 14-29 days before the event: Loss of full deposit amount
• Cancellation less than 14 days before the event: Full payment is required, no refunds will be issued

3.2 Editorial Makeup Cancellations

For editorial makeup bookings:

• Cancellation more than 7 days before the shoot: Full refund of deposit
• Cancellation 3-7 days before the shoot: Loss of 50% of the deposit amount
• Cancellation less than 3 days before the shoot: Loss of full deposit amount

3.3 Special Event Makeup Cancellations

For special event makeup bookings:

• Cancellation more than 7 days before the event: Full refund of deposit
• Cancellation 3-7 days before the event: Loss of 50% of the deposit amount
• Cancellation less than 3 days before the event: Loss of full deposit amount

3.4 Makeup Lessons and Personal Consultations Cancellations

For makeup lessons and personal consultations:

• Cancellation more than 48 hours before the appointment: Full refund
• Cancellation 24-48 hours before the appointment: 50% refund
• Cancellation less than 24 hours before the appointment: No refund

4. Rescheduling Policy

4.1 Bridal Makeup Rescheduling

We understand that wedding dates may change. Our rescheduling policy for bridal services is as follows:

• Rescheduling more than 60 days before the original date: No fee, subject to availability
• Rescheduling 30-60 days before the original date: 25% rescheduling fee, subject to availability
• Rescheduling less than 30 days before the original date: 50% rescheduling fee, subject to availability

If we are unable to accommodate your new date, our cancellation policy will apply.

4.2 Other Services Rescheduling

For all other services, rescheduling is subject to the following terms:

• Rescheduling more than 48 hours before the appointment: No fee, subject to availability
• Rescheduling 24-48 hours before the appointment: 25% rescheduling fee, subject to availability
• Rescheduling less than 24 hours before the appointment: 50% rescheduling fee, subject to availability

You may reschedule your appointment once without incurring a fee (if done within the timeframes above). Subsequent rescheduling will incur a fee regardless of notice given.

5. No-Show Policy

If you fail to attend your appointment without prior notice ("no-show"), you will forfeit any deposit paid and may be charged the full service fee. For makeup lessons and consultations that have been paid in full, no refund will be provided for no-shows.

Clients who have a history of no-shows may be required to pay in full for future appointments at the time of booking.

6. Late Arrival Policy

We schedule our appointments to ensure that each client receives the full service time and the highest quality service. If you arrive late for your appointment, your service may be shortened to accommodate other scheduled appointments. You will be charged the full service price regardless of the shortened duration.

If you are more than 30 minutes late without notice, we may consider it a no-show and our no-show policy will apply.

7. Service Dissatisfaction

Your satisfaction is our priority. If you are dissatisfied with any aspect of our service, please inform us immediately during or immediately after your service so that we can address your concerns.

In the rare event that you are unhappy with the results of your makeup application, we will make reasonable adjustments at no additional cost if informed while you are still at our location. Once you have left our premises having expressed satisfaction with the service, we cannot offer refunds based on later dissatisfaction.

For makeup lessons and consultations, if you feel that the service did not meet your expectations, please discuss your concerns with us within 24 hours of your appointment. We may offer a partial refund or a complimentary follow-up session at our discretion.

8. Gift Certificates

Gift certificates are non-refundable but are transferable to another person. Gift certificates expire 12 months from the date of purchase unless otherwise specified.

If the service for which a gift certificate is redeemed is of lesser value than the gift certificate, the remaining balance will remain on the gift certificate for future use within the validity period. No cash refunds will be issued for unused portions of gift certificates.

9. Product Purchases

All makeup and skincare product purchases are final sale and non-refundable due to hygiene reasons. If a product is defective or damaged upon receipt, please contact us within 3 days of purchase for a replacement.

10. Force Majeure

In the event of circumstances beyond our control (including but not limited to severe weather conditions, natural disasters, serious illness, or pandemic-related restrictions) that prevent us from providing our services, we will make every effort to reschedule your appointment. If rescheduling is not possible, we will provide a full refund of any deposits or payments made.

Similarly, if such circumstances prevent you from keeping your appointment, we will waive our standard cancellation policy and work with you to reschedule or, if necessary, provide a refund.

11. Refund Processing

When a refund is approved, it will be processed using the same payment method that was used for the original transaction, unless otherwise agreed. Refunds typically take 5-10 business days to appear in your account, depending on your payment provider.

12. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to the Website. Your continued use of our services after any changes to this policy constitutes your acceptance of such changes.

13. Contact Us

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

• By email: [email protected]
• By phone: +44 408 691 0354
• By mail: 84 Hughes Circle, Islachester, SL3 9LU, United Kingdom