Refund Policy

1. Refund Policy Overview

Our refund policy varies depending on the type of service booked, the timing of cancellation, and the circumstances surrounding the refund request. We aim to be fair and transparent in our approach while maintaining the sustainability of our business.

We offer refunds under specific conditions outlined in this policy. All refund requests are evaluated on a case-by-case basis, taking into account the service booked, the reason for the refund request, and the timeframe of the request.

2. Conditions for Refunds

Refunds may be issued under the following conditions:

2.1 Cancellation by Client

If you need to cancel a booked service, the following refund terms apply:

• More than 48 hours before the scheduled appointment: Full refund or option to reschedule without additional fees.
• Between 24 and 48 hours before the scheduled appointment: Partial refund (75% of the service fee) or option to reschedule with a £15 rescheduling fee.
• Less than 24 hours before the scheduled appointment: No refund, but you may have the option to reschedule at our discretion with a £25 rescheduling fee.

2.2 Cancellation by Neutral Junction

If Neutral Junction cancels a booked service for any reason, you are entitled to:

• A full refund of the amount paid, or
• The option to reschedule the service at a mutually convenient time without additional fees, or
• A credit for the full amount to be used towards any future Neutral Junction service within 6 months.

2.3 Service Not Meeting Expectations

We are committed to providing high-quality styling services. If you believe that the service provided did not meet reasonable expectations or was not as described, please follow these steps:

1. Contact us within 48 hours of the service completion to explain your concerns.
2. Provide specific details about how the service did not meet expectations.
3. We will review your feedback and may offer one of the following resolutions:
   • A follow-up appointment to address the issues at no additional cost
   • A partial refund based on the specific circumstances
   • A full refund if we determine the service was substantially deficient
   • A credit toward future services

2.4 Technical Issues

For virtual styling services, if technical issues on our end prevent the successful delivery of the service, we will offer:

• The option to reschedule the service at no additional cost, or
• A full refund if rescheduling is not possible or desired.

If technical issues on your end prevent successful service delivery, we will make reasonable attempts to assist you and may offer rescheduling options, but refunds will be assessed on a case-by-case basis.

3. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Gift certificates and gift cards: These are non-refundable but are fully transferable to another person and valid for 12 months from the date of purchase.
• Digital products and downloadable resources: Once accessed or downloaded, these cannot be refunded due to their digital nature.
• Special promotional offers: Services purchased as part of special promotions may have different refund terms, which will be specified at the time of purchase.
• No-shows: If you fail to attend a scheduled appointment without prior notice, no refund will be issued.

4. Refund Processing Times

When a refund is approved, the processing time depends on your payment method:

• Credit or debit card payments: Refunds will be processed back to the original payment card within 3-5 business days. Your bank may take additional time to reflect the refund in your account (typically 5-10 business days).
• Bank transfers: Refunds via bank transfer will be processed within 5-7 business days.
• PayPal: Refunds to PayPal accounts are typically processed within 3-5 business days.

Please note that during peak periods or holidays, refund processing may take longer than the standard timeframes mentioned above.

5. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer service team: Email us at [email protected] or call +44 3628 600879 during business hours (Monday-Friday, 9am-6pm UK time).
2. Provide necessary information: Include your full name, booking reference number, service details, date of service, and reason for the refund request.
3. Submit any supporting documentation: If applicable, provide any relevant information or evidence to support your refund request.

We will acknowledge your refund request within 2 business days and aim to resolve all refund requests within 10 business days of receiving all necessary information.

6. Exceptions to the Refund Policy

In certain circumstances, we may make exceptions to our standard refund policy:

• Medical emergencies: If you or an immediate family member experiences a medical emergency that prevents you from attending your appointment, we may offer a full refund or rescheduling option without fees, provided you supply appropriate documentation (such as a doctor's note).
• Bereavement: In the event of a death in your immediate family, we may offer a full refund or rescheduling option without fees.
• Severe weather or natural disasters: If extreme weather conditions or natural disasters make it unsafe or impossible to attend your appointment, we will work with you to reschedule or provide a refund.
• Service errors: If we make a significant error in delivering your service (such as booking the wrong stylist or service type), we will offer a full refund or the option to correct the error at no additional cost.

Documentation may be required to verify these circumstances. All exception requests are evaluated on a case-by-case basis.

7. Gift Certificates and Credits

7.1 Gift Certificates

Gift certificates are valid for 12 months from the date of purchase and may be used for any Neutral Junction service of equal or lesser value. If the selected service costs more than the gift certificate value, the difference must be paid at the time of booking.

Gift certificates:

• Cannot be redeemed for cash or exchanged for another gift certificate
• Are non-refundable but fully transferable to another person
• Must be presented (physically or digitally) at the time of service
• Will not be replaced if lost, stolen, or used without authorization

7.2 Service Credits

Service credits issued as an alternative to refunds:

• Are valid for 6 months from the date of issue
• May be used for any Neutral Junction service
• Cannot be transferred to another person without written authorization
• Cannot be exchanged for cash or combined with other promotional offers
• Must be mentioned at the time of booking to be applied

8. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically for any updates or changes.

Any changes to this policy will not apply retroactively to services booked before the change was made.

9. Contact Information

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

Neutral Junction

5 Bennett Springs South

Fiona, TS19 9ES

United Kingdom

Email: [email protected]

Phone: +44 3628 600879

Our customer service team is available Monday through Friday, 9am to 6pm UK time.