Cancellation & Refund Policy

1. Introduction

Welcome to Beautivoo!

Beautivoo is an online marketplace and mobile application designed to connect customers with beauty professionals and businesses through one convenient platform. Our services allow customers to discover beauty businesses, explore available treatments, make appointments, and pay for beauty services through the platform.

We understand that plans can change and that unexpected circumstances may arise. This Cancellation & Refund Policy explains the conditions under which customers can cancel appointments, request refunds, and receive compensation where appropriate.

Our aim is to ensure fairness, transparency and confidence for both customers and beauty businesses using Beautivoo.

By using Beautivoo, you agree to comply with this policy, together with our Terms & Conditions and any applicable booking-specific cancellation terms.

2. Scope of This Policy

This policy applies to:

• Customers who book beauty services through Beautivoo.
• Beauty businesses and independent professionals offering services through Beautivoo.
• Payments, deposits and booking fees processed through the platform.
• Appointment cancellations, rescheduling requests, refund requests and disputes.

This policy covers bookings made through the Beautivoo website, mobile application or other authorised booking channels.

3. Customer Cancellation Policy

Customers may cancel an appointment through their Beautivoo account or by contacting Beautivoo customer support.

The cancellation conditions applicable to each booking will be displayed before the customer confirms and pays for the appointment.

3.1 Cancellation More Than 48 Hours Before an Appointment

Where a customer cancels an appointment more than 48 hours before the scheduled appointment:

• The customer may qualify for a full refund of the amount paid.
• Any refund will be subject to the booking terms and applicable consumer rights.
• Any applicable non-refundable charges must have been clearly disclosed before payment and must be lawful.

3.2 Cancellation Between 24 and 48 Hours Before an Appointment

Where a customer cancels between 24 and 48 hours before the scheduled appointment:

• The customer may receive a partial refund, depending on the cancellation terms displayed at the time of booking.
• The beauty business may retain a reasonable cancellation charge where permitted by law and clearly disclosed in advance.
• Any remaining refundable balance will be returned to the original payment method.

3.3 Cancellation Less Than 24 Hours Before an Appointment

Where a customer cancels less than 24 hours before the scheduled appointment:

• The booking may be subject to a late cancellation charge.
• The customer may not qualify for a full refund, depending on the agreed booking terms and applicable law.
• Any amount retained must be fair, proportionate and legally enforceable.

3.4 Same-Day Cancellations

Same-day cancellations may be treated as late cancellations.

Customers are encouraged to contact the beauty business and Beautivoo customer support as soon as possible if they are unable to attend their appointment.

Beautivoo may review individual circumstances before determining whether a refund or alternative arrangement is appropriate.

4. No-Show Policy

A no-show occurs when a customer fails to attend a confirmed appointment without providing prior notice or cancelling through the appropriate channel.

In the event of a no-show:

• The beauty business may be entitled to retain the deposit or charge the agreed cancellation fee, where permitted by law.
• The customer may not be entitled to a refund for the missed appointment.
• Repeated no-shows may result in booking restrictions or temporary suspension of the customer's account.

Beauty businesses must ensure that their no-show policies are clearly communicated to customers before bookings are confirmed.

Beautivoo reserves the right to investigate disputed no-show claims.

5. Rescheduling Appointments

Beautivoo encourages customers to reschedule appointments rather than cancel them whenever possible.

Customers may request to reschedule an appointment through the mobile application or by contacting the relevant beauty business.

Rescheduling is subject to:

• The availability of the beauty business.
• The business's individual rescheduling policy.
• The amount of notice provided.
• Any applicable additional charges disclosed before the customer confirms the change.

Where a rescheduling request is accepted, the original booking payment or deposit may be transferred to the new appointment, subject to the agreed terms.

Rescheduling is not guaranteed and may be treated as a cancellation if the customer does not comply with the applicable conditions.

6. Cancellation by Beauty Businesses

Beautivoo recognises that beauty businesses may occasionally need to cancel appointments due to emergencies, staff availability, illness, equipment failure or other unforeseen circumstances.

Where a beauty business cancels a confirmed appointment:

• The customer will be notified as soon as reasonably possible.
• The customer will be offered the option to reschedule, where appropriate.
• Alternatively, the customer will be entitled to a full refund of the payment made for the cancelled service.
• The beauty business must not impose a cancellation charge on the customer for a cancellation initiated by the business.

Where appropriate, Beautivoo may assist customers in finding an alternative beauty business.

Repeated cancellations by a beauty business without reasonable justification may result in account reviews, restrictions or suspension from the platform.

7. Refund Policy

Beautivoo aims to process eligible refunds fairly and efficiently.

Refunds may be considered under the following circumstances:

7.1 Eligible Refund Situations

A customer may be eligible for a refund where:

• A beauty business cancels a confirmed appointment.
• A customer cancels within the applicable refund period.
• A customer has been charged more than the agreed booking amount.
• A customer has been charged twice for the same booking.
• The beauty service was not provided.
• The beauty business fails to deliver the agreed service.
• The service provided is materially different from the service advertised or booked.
• A payment has been taken due to a technical error.
• A refund is required under applicable consumer protection laws.

7.2 Non Eligible Refund Situations

A refund may not be available where:

• The customer fails to attend an appointment without valid notice.
• The customer cancels outside the applicable refund period.
• The customer changes their mind after receiving the service, where the service was properly provided and no legal right to a refund applies.
• The customer provides incorrect booking information that results in an unsuccessful appointment.
• The customer fails to comply with the clearly disclosed and legally enforceable booking conditions.

These exclusions do not affect any statutory consumer rights.

7.3 Dissatisfaction with Beauty Services

If a customer is dissatisfied with a beauty service, they should contact the beauty business and Beautivoo customer support as soon as reasonably possible.

Customers may be asked to provide:

• Their booking reference.
• A description of the issue.
• Relevant photographs or supporting evidence, where appropriate.
• Any communication with the beauty business.

Beautivoo may review the complaint and facilitate communication between the customer and beauty business.

Depending on the circumstances, possible resolutions may include:

• A corrective or follow-up appointment.
• A partial refund.
• A full refund.
• Another mutually agreed resolution.

Any resolution will take account of the customer's statutory rights.

8. Deposits and Booking Fees

Some beauty businesses may require customers to pay a deposit to secure an appointment.

The applicable deposit amount and conditions must be displayed clearly before the customer completes the booking.

The following conditions apply:

• Deposits may be deducted from the final service price.
• Deposits may be refundable or non-refundable depending on the disclosed booking conditions and applicable law.
• A beauty business must not introduce additional deposit conditions after a booking has been confirmed.
• Deposits must be handled in accordance with the agreed payment and refund arrangements.

Where Beautivoo charges a separate platform or booking fee, that fee must also be clearly disclosed before payment.

Any platform fee retained following a cancellation must be consistent with applicable consumer protection laws and the terms agreed with the customer.

9. Statutory Consumer Cancellation Rights

Nothing in this policy is intended to remove or restrict any rights customers may have under applicable consumer protection legislation.

For customers in the United Kingdom, certain online or distance service contracts may carry a statutory 14 day cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The application of these rights depends on the nature of the service and the circumstances of the contract.

Where a customer requests that a service begins during the statutory cancellation period, additional rules may apply concerning express consent, payment for services already performed and the circumstances in which cancellation rights may be lost following full performance.

Customers should not assume that all beauty appointments are automatically exempt from statutory cancellation rights.

Beautivoo and its beauty businesses will comply with applicable statutory cancellation and refund obligations.

10. Refund Processing Times

Once a refund has been approved, Beautivoo will initiate the refund through the original payment method wherever possible.

Our indicative processing arrangements are:

• Refund requests will be reviewed as soon as reasonably practicable.
• Approved refunds will normally be initiated within 5–10 business days, subject to any shorter statutory deadline.
• The time taken for the refund to appear in the customer's account may depend on the customer's bank, card provider or payment service provider.

Where a refund is delayed beyond the expected processing period, customers may contact Beautivoo customer support for assistance.

11. Refund Method

Refunds will generally be made to the original payment method used for the booking.

Depending on the payment arrangement, this may include:

• Debit cards.
• Credit cards.
• Digital wallets.
• Other payment methods supported by Beautivoo.

Beautivoo will not normally issue cash refunds or transfer refunds to a different payment account unless legally required or otherwise agreed.

12. Disputes Between Customers and Beauty Businesses

Beautivoo aims to maintain a fair and transparent relationship between customers and beauty businesses.

Where a disagreement arises regarding a cancellation, refund, service quality or payment, customers are encouraged to contact Beautivoo customer support.

Beautivoo may:

• Review the booking and payment records.
• Request information from both parties.
• Review relevant communications and supporting evidence.
• Facilitate discussions between the parties.
• Recommend an appropriate resolution.
• Take action against users who repeatedly breach platform policies.

Beautivoo acts as a marketplace facilitating transactions between customers and beauty businesses. Unless expressly stated otherwise, the beauty business is responsible for delivering the booked service.

Nothing in this policy removes any legal rights or remedies available to customers against the relevant contracting business.

13. Fraudulent or Abusive Refund Claims

Beautivoo reserves the right to investigate suspected fraudulent, misleading or abusive refund requests.

Examples may include:

• Repeated false claims for refunds.
• Deliberate misuse of cancellation procedures.
• Providing misleading information to obtain a refund.
• Making unauthorised payment disputes.
• Collusion between customers and beauty businesses.

Where sufficient evidence exists, Beautivoo may take appropriate action, including restricting or suspending an account, in accordance with its Terms & Conditions and applicable law.

14. Responsibilities of Beauty Businesses

All beauty businesses registered on Beautivoo are expected to:

• Provide clear and accurate cancellation and refund conditions.
• Display applicable booking and deposit requirements.
• Honour confirmed appointments.
• Notify customers promptly when an appointment needs to be cancelled.
• Cooperate with legitimate refund requests and disputes.
• Provide services in accordance with the description and booking confirmation.
• Comply with applicable consumer protection and trading laws.

Beautivoo reserves the right to review, restrict or suspend businesses that repeatedly fail to comply with this policy.

15. Platform Responsibilities and Limitations

Beautivoo provides the technology and infrastructure that enable customers and beauty businesses to discover services, communicate, book appointments and facilitate payments.

Unless expressly stated otherwise:

• Beautivoo does not directly provide the beauty services advertised by independent beauty businesses.
• Beauty businesses are responsible for delivering their advertised services.
• Beauty businesses are responsible for honouring their disclosed cancellation and refund commitments.
• Beautivoo may facilitate refunds and resolve platform-related payment issues in accordance with its payment arrangements and legal obligations.

Beautivoo will take reasonable steps to support customers and businesses in resolving booking and payment issues.

16. How to Request a Cancellation or Refund

Customers wishing to cancel a booking or request a refund should follow these steps:

1. Log in to their Beautivoo account.
2. Navigate to the My Bookings section.
3. Select the appointment they wish to cancel or dispute.
4. Select the appropriate cancellation or refund option, where available.
5. Provide any relevant information or supporting evidence.
6. Submit the request for review.

Alternatively, customers may contact our support team using the contact details below. Beautivoo will acknowledge and review requests within a reasonable timeframe.

17. Changes to This Policy

Beautivoo reserves the right to amend, update or modify this Cancellation & Refund Policy from time to time.

Any changes will be published on the Beautivoo website or mobile application.

Where appropriate, users will be notified of significant changes.

The updated policy will apply from its stated effective date and will not retrospectively remove rights that have already accrued.

18. Contact Us

If you have any questions, concerns or complaints regarding cancellations, refunds or bookings, please contact the Beautivoo support team.

Company Name: Beautivoo
Email: contact@beautivoo.com
Website: www.beautivoo.com
Mobile Application: Beautivoo
Business Address: 124-128 City Road, London, EC1V 2NX

Our customer support team will endeavour to assist with your enquiry and guide you through the appropriate resolution process.

BEAUTIVOO

Bringing Customers and Beauty Businesses Together.

End of Policy Document