WillowReach

Introduction

At WillowReach, we are committed to providing high-quality styling services and ensuring client satisfaction. This Refund Policy outlines our procedures and guidelines regarding refunds, cancellations, and rescheduling for our services.

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

Styling Services Refund Policy

Cancellation by Client

Our cancellation policy for styling services is as follows:

• Cancellations made 48+ hours before the scheduled appointment: Full refund or option to reschedule without penalty.
• Cancellations made 24-48 hours before the scheduled appointment: 50% refund or option to reschedule with a 25% rescheduling fee.
• Cancellations made less than 24 hours before the scheduled appointment or no-shows: No refund will be provided.

All cancellation requests must be submitted in writing via email to [email protected] or through our contact form on the website.

Rescheduling Appointments

If you need to reschedule your appointment, our policy is as follows:

• Rescheduling requests made 48+ hours before the scheduled appointment: No rescheduling fee.
• Rescheduling requests made 24-48 hours before the scheduled appointment: 25% rescheduling fee.
• Rescheduling requests made less than 24 hours before the scheduled appointment: 50% rescheduling fee.

Appointments may be rescheduled only once. Further rescheduling will be treated as a new booking.

Cancellation by WillowReach

In the event that we need to cancel or reschedule your appointment due to stylist illness, unforeseen circumstances, or other factors beyond our control, we will:

• Notify you as soon as possible
• Offer to reschedule your appointment at a mutually convenient time without any additional charge
• Provide a full refund if rescheduling is not possible or not preferred by you

Service Packages Refund Policy

For multi-session service packages or comprehensive styling packages:

• Cancellation before the first session: Full refund minus a 10% administrative fee.
• Cancellation after the first session has been completed: Partial refund for unused sessions minus a 15% administrative fee.
• No refunds will be provided after 50% or more of the package sessions have been completed.

All package services must be used within 6 months from the date of purchase unless otherwise specified in your service agreement.

Workshop and Group Session Refund Policy

For style workshops and group styling sessions:

• Cancellations made 14+ days before the event: Full refund minus a 10% administrative fee.
• Cancellations made 7-13 days before the event: 50% refund.
• Cancellations made less than 7 days before the event: No refund will be provided.

If you are unable to attend, you may transfer your booking to another person at no additional cost by notifying us at least 48 hours before the event.

Personal Shopping Service Refund Policy

Shopping Service Fees

The personal shopping service fee (our professional fee for the shopping service) is subject to our standard cancellation policy as outlined above for styling services.

Purchased Items

For items purchased on your behalf during a personal shopping service:

• Items purchased from retailers with return policies: Returns will be processed according to the retailer's return policy. Any restocking fees or return shipping costs will be your responsibility.
• Items purchased from retailers with no return policy or custom/specially ordered items: No refunds can be provided unless otherwise agreed in writing before the purchase.
• All return requests for purchased items must be made within 48 hours of receiving the items.

Dissatisfaction with Services

We strive to provide the highest quality styling services. If you are dissatisfied with our services for any reason:

• Please notify us in writing within 48 hours of the service completion, detailing the specific concerns about the service provided.
• We will review your concerns and may offer one of the following resolutions:
  • A follow-up session to address your concerns
  • A partial refund based on the nature of the dissatisfaction
  • A credit toward future services
• Each case will be reviewed individually, and resolution decisions will be at the discretion of WillowReach management.

Gift Certificates

For gift certificates purchased for our services:

• Gift certificates are non-refundable but are transferable to another person.
• Gift certificates are valid for 12 months from the date of purchase unless otherwise specified.
• Expired gift certificates may be extended for an additional fee at our discretion.
• The value of a gift certificate can be applied to any of our services.

Refund Processing

When a refund is approved:

• Refunds will be processed using the same payment method used for the original purchase.
• Refunds typically take 5-10 business days to process, depending on your payment provider.
• You will receive an email confirmation when your refund has been processed.

Force Majeure

WillowReach will not be liable for any failure or delay in performing our obligations where such failure or delay results from any cause that is beyond our reasonable control (Force Majeure Event).

In the event of a Force Majeure Event (such as natural disasters, pandemics, government restrictions, etc.), we will:

• Make reasonable efforts to reschedule services
• Offer virtual alternatives where possible
• Extend validity periods for packages and gift certificates

Refunds in Force Majeure situations will be evaluated on a case-by-case basis.

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. We encourage clients to review this policy periodically for any changes.

The policy in effect at the time of your booking will apply to your transaction.

Contact Us

If you have any questions about our Refund Policy or would like to request a refund, please contact us at:

WillowReach
1 Lewis Bridge East Isabelle
KA13 7NR
United Kingdom
Email: [email protected]
Phone: +440601905528