Refund Policy

1. Service Deposits and Payments

1.1 Non-Refundable Deposits

To secure your appointment for our services, particularly for bridal makeup, special events, or group bookings, we require a non-refundable deposit. This deposit is used to reserve your date and time, and to cover preparation costs incurred prior to your appointment.

The deposit amount varies depending on the service booked and will be clearly communicated to you during the booking process.

1.2 Refundable Balance Payments

The remaining balance of your payment, beyond the non-refundable deposit, may be eligible for a refund under specific circumstances outlined in this policy.

2. Conditions for Refunds

2.1 Cancellation by Client

If you need to cancel a scheduled appointment, our refund policy is as follows:

• Cancellations made 14 or more days before the scheduled appointment: You will receive a full refund of any payments made, except for the non-refundable deposit.
• Cancellations made 7-13 days before the scheduled appointment: You will receive a 50% refund of any payments made beyond the non-refundable deposit.
• Cancellations made less than 7 days before the scheduled appointment: No refund will be provided for any payments made.

2.2 Rescheduling

If you need to reschedule your appointment rather than cancel it entirely:

• Rescheduling requests made 14 or more days before the scheduled appointment: Your payment will be transferred to the new appointment date with no additional fees.
• Rescheduling requests made 7-13 days before the scheduled appointment: Your payment will be transferred to the new appointment date, subject to a rescheduling fee of £25.
• Rescheduling requests made less than 7 days before the scheduled appointment: Your payment will be transferred to the new appointment date, subject to a rescheduling fee of £50.

Please note that rescheduling is subject to availability. If we cannot accommodate your preferred new date or time, our standard cancellation policy will apply.

2.3 Cancellation by Open Contour

If we need to cancel your appointment due to unforeseen circumstances (such as illness, emergency, or extreme weather conditions):

• We will make every effort to notify you as soon as possible
• We will offer to reschedule your appointment to the earliest available date that suits you
• If rescheduling is not possible or not desired by you, we will provide a full refund of all payments made, including the deposit

2.4 Service Dissatisfaction

Your satisfaction is our priority. If you are not completely satisfied with the services provided:

• You must inform us of your dissatisfaction immediately during or immediately after the service is completed
• We will make reasonable efforts to address your concerns and make appropriate adjustments to the makeup application
• If we are unable to address your concerns to your satisfaction, you may be eligible for a partial refund, to be determined on a case-by-case basis

Please note that refunds for service dissatisfaction are not available if:

• You provided incorrect or incomplete information about your preferences or requirements
• You request changes to the agreed-upon makeup look during the service that differ significantly from what was originally discussed
• The dissatisfaction is reported after you have left our premises or after the on-location service has been completed and the makeup artist has departed

3. Product Purchases

3.1 Unused Products

For product purchases made directly from Open Contour:

• Unopened, unused products in their original packaging may be returned for a full refund within 14 days of purchase
• You must present the original receipt or proof of purchase
• Products must be in resalable condition with all seals intact

3.2 Defective Products

If a product is defective or damaged upon receipt:

• You must notify us within 3 days of receiving the product
• You may choose between a replacement product or a full refund
• We may request photographic evidence of the defective or damaged product

3.3 Product Allergic Reactions

If you experience an allergic reaction to a product purchased from us:

• Discontinue use of the product immediately
• Notify us within 3 days of experiencing the reaction
• You may be eligible for a refund upon providing evidence of the allergic reaction (such as a doctor's note or clear photographic evidence)

3.4 Non-Refundable Products

The following items are non-refundable under any circumstances:

• Products that have been opened, used, or had their seals broken
• Personal hygiene items such as mascara, lipstick, or other products that come into direct contact with the eyes or lips
• Sale or clearance items marked as "final sale"
• Gift cards

4. Refund Processing

4.1 Refund Timeframe

Once a refund has been approved:

• Credit card refunds will be processed within 5-7 business days
• Bank transfer refunds may take 7-10 business days to appear in your account
• Cash refunds will only be provided for in-person purchases paid for with cash and will be processed immediately

Please note that while we process refunds promptly, the actual time it takes for the refund to appear in your account depends on your payment provider or bank.

4.2 Refund Method

Refunds will be issued using the same payment method used for the original transaction:

• Payments made by credit or debit card will be refunded to the same card
• Payments made by bank transfer will be refunded to the originating bank account
• Payments made in cash will be refunded in cash (for in-person transactions) or by bank transfer (for other situations)

5. How to Request a Refund

To request a refund, please follow these steps:

1. Contact Us: Email us at [email protected] or call us at +44 450 493 7993
2. Provide Information: Include the following details in your refund request:
   • Your full name
   • Date of service or purchase
   • Description of the service or product
   • Reason for the refund request
   • Proof of purchase (receipt, order number, or confirmation email)
   • Any supporting documentation (for product issues or service dissatisfaction)
3. Review Process: We will review your request and respond within 3 business days
4. Resolution: If your refund is approved, we will process it according to the timeframes mentioned above

6. Special Circumstances

6.1 Bridal Services

Due to the specialized nature of bridal makeup services and the extensive preparation involved:

• Bridal deposits are non-refundable under any circumstances
• Cancellations made less than 30 days before the wedding date are not eligible for any refund beyond the deposit
• We strongly recommend purchasing wedding insurance that covers vendor cancellations

6.2 Group Bookings

For group bookings (4 or more people):

• The group booking deposit is non-refundable
• Individual cancellations within a group booking will not receive a refund unless we are notified at least 14 days in advance
• If the entire group booking is cancelled, the standard cancellation policy applies

6.3 Makeup Classes and Workshops

For makeup classes and workshops:

• Full refund (minus a £15 administration fee) if cancelled 14 or more days before the class date
• 50% refund if cancelled 7-13 days before the class date
• No refund for cancellations less than 7 days before the class date
• You may transfer your booking to another person at no additional cost if you cannot attend

6.4 Force Majeure

In cases of force majeure or circumstances beyond our reasonable control (including but not limited to natural disasters, acts of terrorism, significant public health emergencies, or government restrictions):

• We will make every effort to reschedule your service to a mutually agreeable date
• If rescheduling is not possible, we will evaluate refund options on a case-by-case basis
• The non-refundable deposit may be retained to cover administrative costs and preparation already undertaken

7. Exceptions to the Refund Policy

We reserve the right to make exceptions to this refund policy at our discretion. Any exceptions will be considered on a case-by-case basis and do not constitute a waiver of this policy for future transactions.

In cases of extenuating circumstances (such as serious illness, bereavement, or other significant unforeseen events), we may consider more flexible refund terms. Documentation supporting such circumstances may be requested.

8. Changes to the Refund Policy

We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting the updated policy on our website. The policy in effect at the time of your purchase or booking will apply to your transaction.

We encourage you to review this policy periodically to stay informed about our refund terms and conditions.

9. Contact Information

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