Refund Policy

1. Refund Eligibility

We offer refunds under the following circumstances:

1.1 Cancellation by Client

• More than 48 hours notice: Full refund of the service fee
• 24-48 hours notice: Partial refund (50% of the service fee) or option to reschedule
• Less than 24 hours notice: No refund unless in exceptional circumstances (see section 1.3)

1.2 Cancellation by GentleHorizon

If we need to cancel your appointment due to unforeseen circumstances (such as stylist illness, emergency, or other unavoidable situation), you will be offered:

• A full refund of the service fee, or
• The option to reschedule at a convenient time with a 10% discount

1.3 Exceptional Circumstances

We understand that emergencies and unexpected situations occur. Refunds may be considered outside our standard policy in exceptional circumstances such as:

• Medical emergencies (documentation may be required)
• Bereavement
• Severe illness
• Natural disasters or severe weather conditions that prevent travel

These situations will be evaluated on a case-by-case basis.

1.4 Service Quality Issues

If you are dissatisfied with the quality of service provided, please inform us within 7 days of the service delivery. We are committed to client satisfaction and will work with you to resolve any issues by:

• Offering a complementary follow-up session to address your concerns
• Providing a partial or full refund, depending on the circumstances

2. Non-Refundable Items

The following items are generally non-refundable:

• No-shows: If you fail to attend your scheduled appointment without prior notice, the full service fee is non-refundable
• Gift certificates: Once purchased, gift certificates are non-refundable but are transferable to another person
• Third-party costs: Any costs incurred from third-party vendors or retailers during a personal shopping session cannot be refunded by GentleHorizon (but may be refundable directly from the retailer according to their policies)
• Digital products: Once accessed or downloaded, digital products such as style guides or lookbooks are non-refundable

3. Refund Timeframes

3.1 Refund Processing

We process refund requests promptly according to the following timeframes:

• Refund requests are reviewed within 2 business days of receipt
• Approved refunds are processed within 3-5 business days
• The time it takes for the refund to appear in your account depends on your payment method and financial institution (typically 5-10 business days)

3.2 Refund Method

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

• Credit/Debit Cards: Refunded to the original card used for payment
• Bank Transfers: Refunded to the original bank account
• PayPal: Refunded to your PayPal account

4. How to Request a Refund

To request a refund, please follow these steps:

4.1 Refund Request Process

1. Contact our customer service team by email at [email protected] or by phone at +447708663758
2. Provide your booking reference number, service details, and the reason for your refund request
3. Include any relevant documentation if applicable (e.g., medical certificate for emergency cancellations)
4. Our team will review your request and respond within 2 business days

4.2 Required Information

When requesting a refund, please provide the following information to help us process your request efficiently:

• Your full name
• Booking reference number
• Date and time of the scheduled service
• Service type
• Reason for the refund request
• Supporting documentation (if applicable)

5. Rescheduling as an Alternative

We understand that schedules can change. As an alternative to cancellation and refund, we offer the option to reschedule your appointment:

• Rescheduling requests made more than 48 hours before the appointment can be accommodated at no additional cost
• Rescheduling requests made within 24-48 hours of the appointment may be subject to a £20 rescheduling fee
• Appointments can only be rescheduled once; subsequent changes will be treated as a new booking

6. Service-Specific Policies

6.1 Personal Shopping Sessions

For personal shopping services, please note:

• The GentleHorizon service fee may be refundable according to our standard cancellation policy
• Items purchased during the session are subject to the retailer's return policy
• We can assist with returns to retailers, but cannot guarantee acceptance of returns

6.2 Wardrobe Audits

For wardrobe audit services:

• If the service has already begun (stylist has arrived at your location), only a partial refund may be available
• Services that have been completed are not eligible for refunds

6.3 Virtual Styling Services

For virtual styling consultations:

• Cancellations up to 24 hours before the scheduled time are eligible for a full refund
• Once the virtual session has started, no refund will be provided

6.4 Package Deals

For package deals combining multiple services:

• Partial refunds may be calculated based on the services already rendered
• Unused services within a package may be eligible for partial refunds, less any package discounts applied

7. Disputes and Resolution

If you disagree with our refund decision or have a complaint about our services:

1. Contact our customer service team to discuss your concerns
2. Provide all relevant details and evidence to support your case
3. We will review your dispute and aim to respond within 5 business days
4. If the dispute cannot be resolved directly, you may be referred to an independent mediator

We are committed to fair and reasonable resolution of all client concerns.

8. Changes to This 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 Refund Policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

9. Contact Information

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

Business Hours: Monday-Friday 9am-6pm, Saturday 10am-4pm