1. Introduction

At MildStructure Studio, we strive to provide exceptional makeup services and ensure complete client satisfaction. We understand that circumstances may arise that require you to cancel or reschedule your appointment. This Refund Policy outlines our procedures for cancellations, rescheduling, and refunds.

By booking our services, you agree to the terms of this Refund Policy. Please read it carefully to understand your rights and obligations.

2. Deposit Requirements

2.1 Standard Services

For standard makeup services (Special Event Makeup, Makeup Lessons), a 30% non-refundable deposit is required at the time of booking to secure your appointment. The remaining balance is due on the day of service.

2.2 Bridal Services

For bridal makeup services, a 50% non-refundable deposit is required at the time of booking to secure your wedding date. The remaining balance is due 14 days before the wedding day.

2.3 Group Bookings

For group bookings (3 or more people), a 40% non-refundable deposit is required at the time of booking. The remaining balance is due 7 days before the appointment date.

2.4 Editorial and Commercial Services

For editorial and commercial services, payment terms will be specified in the contract provided to you.

3. Cancellation Policy

3.1 Standard Services Cancellation

Our cancellation policy for standard services is as follows:

• More than 48 hours notice: Full refund of any payments made, minus the non-refundable deposit.
• 24-48 hours notice: 50% refund of any payments made (excluding the deposit).
• Less than 24 hours notice: No refund will be provided.

3.2 Bridal Services Cancellation

Due to the exclusive nature of bridal bookings, our cancellation policy for these services is as follows:

• More than 60 days notice: Full refund of any payments made, minus the non-refundable deposit.
• 30-60 days notice: 50% refund of any payments made (excluding the deposit).
• Less than 30 days notice: No refund will be provided.

3.3 Group Bookings Cancellation

For group bookings, our cancellation policy is as follows:

• More than 7 days notice: Full refund of any payments made, minus the non-refundable deposit.
• 3-7 days notice: 50% refund of any payments made (excluding the deposit).
• Less than 3 days notice: No refund will be provided.

3.4 Individual Cancellations in Group Bookings

If individual members of a group booking need to cancel, the following applies:

• More than 48 hours notice: The individual's payment will be refunded, minus their portion of the non-refundable deposit.
• Less than 48 hours notice: No refund will be provided for the individual cancellation.

Please note that if individual cancellations reduce the group size below the minimum required for group discounts, the pricing may be adjusted accordingly.

4. Rescheduling Policy

4.1 Standard Services Rescheduling

We understand that circumstances may require you to reschedule your appointment. Our rescheduling policy for standard services is as follows:

• More than 48 hours notice: You may reschedule your appointment without any additional fee, subject to availability.
• 24-48 hours notice: A £20 rescheduling fee will apply.
• Less than 24 hours notice: Treated as a cancellation with no refund. A new booking and deposit will be required.

4.2 Bridal Services Rescheduling

For bridal services, our rescheduling policy is as follows:

• More than 60 days notice: You may reschedule your wedding date without any additional fee, subject to availability.
• 30-60 days notice: A £50 rescheduling fee will apply, and the new date is subject to availability.
• Less than 30 days notice: Treated as a cancellation with no refund. A new booking and deposit will be required.

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

5. Refund Processing

5.1 Refund Method

Refunds will be processed using the same payment method used for the original transaction, unless otherwise agreed.

5.2 Processing Time

Refunds are typically processed within 7-10 business days of approval. However, depending on your payment provider, it may take additional time for the refund to appear in your account.

5.3 Refund Confirmation

You will receive an email confirmation once your refund has been processed.

6. How to Request a Refund

To request a cancellation, rescheduling, or refund, please contact us through one of the following methods:

• Email: [email protected]
• Phone: +44 091 292 6888
• Online Form: Complete the cancellation form on our website

Please include the following information in your request:

• Your full name
• Booking reference number
• Service booked
• Date and time of appointment
• Reason for cancellation or rescheduling

We will confirm receipt of your request within 24 hours and process it according to the policies outlined above.

7. Exceptional Circumstances

7.1 Illness or Emergency

In case of serious illness or emergency, we may, at our discretion, offer more flexible cancellation or rescheduling terms. Documentation may be required (such as a doctor's note).

7.2 Service Provider Cancellation

If MildStructure Studio needs to cancel your appointment due to unforeseen circumstances (e.g., artist illness, emergency), we will:

• Offer to reschedule your appointment at a time convenient for you, or
• Provide a full refund of all payments made, including the deposit

7.3 Force Majeure

In the event of circumstances beyond our control (such as natural disasters, public health emergencies, etc.), we will work with you to reschedule your service. If rescheduling is not possible, our standard cancellation policy will apply, though we may offer more flexible terms depending on the situation.

8. Service Quality and Satisfaction

8.1 Satisfaction Guarantee

We are committed to providing high-quality makeup services. If you are not completely satisfied with your service, please inform your makeup artist immediately during or at the conclusion of your appointment so that adjustments can be made.

8.2 Refunds for Quality Issues

If you are dissatisfied with the quality of our services, please contact us within 24 hours of your appointment with specific concerns. Each situation will be evaluated on a case-by-case basis. Potential resolutions may include:

• Touch-up appointment at no additional cost
• Partial refund
• Full refund (in exceptional circumstances)

Please note that subjective preferences regarding makeup styles do not qualify for refunds if the service was performed as agreed during consultation.

9. Gift Certificates and Prepaid Packages

9.1 Gift Certificates

Gift certificates are non-refundable but are transferable to another person. Gift certificates expire 12 months from the date of purchase unless otherwise stated.

9.2 Prepaid Service Packages

Prepaid service packages (such as multiple makeup lessons) are subject to the following refund policy:

• Unused services may be refunded at 70% of their prorated value within 30 days of purchase.
• After 30 days, unused services are non-refundable but remain available for use within the specified timeframe (typically 6-12 months from purchase).

10. Special Promotional Offers

Services purchased through special promotional offers or at discounted rates may be subject to different refund and cancellation terms. These specific terms will be clearly communicated at the time of purchase.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after any changes to this policy constitutes your acceptance of the new terms.

The Refund Policy applicable to your booking is the version in effect at the time of your booking.

12. Contact Information

If you have any questions about this Refund Policy or would like to request a refund, please contact us at:

MildStructure Studio

Studio 32s Lloyd Wells, East Nathanmouth, W14 8AZ

Email: [email protected]

Phone: +44 091 292 6888

We aim to respond to all inquiries within 24-48 hours during business days.