1. Refund Policy Overview

At NeutralPhase, we strive to provide exceptional styling services that meet or exceed your expectations. We understand that sometimes services may not align with your needs or circumstances may change. This refund policy outlines the conditions under which we offer refunds for our styling services.

We encourage you to review this policy carefully before booking our services. By making a purchase or booking a service with NeutralPhase, you agree to the terms of this refund policy.

2. Refund Eligibility Conditions

2.1 Service Cancellations

Cancellations are subject to the following refund terms:

• Cancellations made 7+ days before the scheduled service: Full refund minus a 5% administrative fee
• Cancellations made 3-6 days before the scheduled service: 75% refund
• Cancellations made 48-72 hours before the scheduled service: 50% refund
• Cancellations made less than 48 hours before the scheduled service: No refund (credit may be issued at our discretion)

2.2 Service Quality Issues

If you are dissatisfied with the quality of our services, you may be eligible for a partial or full refund under the following conditions:

• The service provided substantially deviated from the service description
• The stylist failed to provide the agreed-upon deliverables
• Technical issues on our end prevented the proper delivery of virtual styling services

To be eligible for a refund based on quality issues, you must notify us of your concerns within 48 hours of the service completion.

2.3 Rescheduling

If you need to reschedule a service appointment:

• Rescheduling requests made 48+ hours before the scheduled service: No fee
• Rescheduling requests made less than 48 hours before the scheduled service: 25% rescheduling fee

Rescheduled appointments must be booked within 30 days of the original appointment date.

3. Refund Processing Timeframes

3.1 Initial Review Period

All refund requests will be reviewed within 3-5 business days of receipt. We may contact you during this period to request additional information or clarification.

3.2 Approval and Processing

Once a refund is approved:

• Credit/Debit Card Payments: Refunds will be processed back to the original payment method within 5-10 business days
• Bank Transfer Payments: Refunds will be processed within 7-14 business days
• Gift Card or Store Credit Purchases: Refunds will be issued as store credit within 3-5 business days

3.3 Payment Processor and Bank Delays

Please note that while we process refunds promptly on our end, the actual time for the refund to appear in your account depends on your payment provider or bank's processing times. This can take an additional 3-10 business days beyond our processing time.

4. Refund Request Procedure

4.1 How to Submit a Refund Request

To request a refund, please follow these steps:

1. Contact our customer service team at [email protected] or call +44 284 802 4895 during business hours
2. Provide your booking reference number, the date of service, and the stylist's name
3. Clearly state the reason for your refund request
4. Include any relevant supporting information or documentation

4.2 Required Information

To process your refund request efficiently, please have the following information ready:

• Your full name and contact information
• The date and type of service purchased
• Your order/booking reference number
• The payment method used for the purchase
• A detailed explanation of why you're requesting a refund

4.3 Documentation

In some cases, we may require documentation to support your refund request, such as:

• Screenshots or photos demonstrating quality issues
• Medical documentation (in case of illness-related cancellations)
• Travel disruption evidence (for appointment cancellations due to travel issues)

5. Non-Refundable Items and Services

5.1 Non-Refundable Services

The following services and items are generally non-refundable:

• Completed virtual styling consultations
• Digital style guides and lookbooks once delivered
• Custom styling packages created specifically for a client
• Services that have been fully delivered and acknowledged as complete

5.2 Partially Delivered Services

For services that have been partially delivered:

• We will assess the portion of the service that has been delivered
• A partial refund may be issued for the undelivered components
• Administrative fees may be deducted from partial refunds

5.3 Special Promotions and Discounted Services

Services purchased as part of a special promotion, at a discounted rate, or using a promotional code may have different refund terms. These terms will be clearly communicated at the time of purchase.

6. Exceptions to Standard Policy

6.1 Force Majeure Events

In the event of circumstances beyond our control (such as natural disasters, power outages, or public health emergencies) that affect our ability to deliver services, we will offer:

• Rescheduling without penalty
• Credit for future services
• Full refunds if the above options are not suitable

6.2 Medical Emergencies

If you experience a medical emergency that prevents you from attending your scheduled appointment, we may waive our standard cancellation policy with appropriate documentation. Please notify us as soon as possible.

6.3 Service Errors on Our Part

If we make an error in scheduling, staffing, or any other aspect of service delivery that results in a failure to provide the service as described, we will offer a full refund or reschedule at your convenience with additional compensation for the inconvenience.

7. Contact Information for Refund Inquiries

If you have any questions or need assistance regarding refunds, please contact our customer service team:

• Email: [email protected]
• Phone: +44 284 802 4895 (Monday-Friday, 9:00 AM - 6:00 PM)
• Mail: NeutralPhase Customer Service, 9 Evie Circles, Karlmouth L40 4LA, United Kingdom

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