1. Introduction

At SoftGradient, we are committed to ensuring your complete satisfaction with our services and products. This Refund Policy outlines the conditions under which we provide refunds for our makeup services, products, and related offerings.

Please read this policy carefully before booking our services or making a purchase. By booking services or making a purchase, you agree to be bound by the terms of this Refund Policy.

2. Refund Policy for Services

2.1 Deposit Refunds

For many of our services, we require a deposit at the time of booking to secure your appointment. Our deposit refund policy is as follows:

• Cancellations more than 48 hours before the scheduled appointment: Full refund of deposit
• Cancellations between 24-48 hours before the scheduled appointment: 50% refund of deposit
• Cancellations less than 24 hours before the scheduled appointment: No refund of deposit

2.2 Full Service Payment Refunds

For services where full payment is made in advance (such as makeup lessons, packages, or special event bookings), the following refund policy applies:

• Cancellations more than 7 days before the scheduled service: Full refund minus a 10% administrative fee
• Cancellations 3-7 days before the scheduled service: 75% refund
• Cancellations 1-2 days before the scheduled service: 50% refund
• Cancellations less than 24 hours before the scheduled service: No refund

2.3 Bridal Services

Due to the specialized nature of bridal services and the significant preparation involved, bridal bookings have a stricter refund policy:

• Cancellations more than 30 days before the wedding date: Full refund of deposit
• Cancellations 14-30 days before the wedding date: 50% refund of deposit
• Cancellations less than 14 days before the wedding date: No refund of deposit

For bridal packages where full payment has been made:

• Cancellations more than 30 days before the wedding date: 75% refund
• Cancellations 14-30 days before the wedding date: 50% refund
• Cancellations less than 14 days before the wedding date: No refund

3. Satisfaction Guarantee

We pride ourselves on delivering high-quality makeup services that meet or exceed your expectations. If you are not completely satisfied with our services, please inform your makeup artist immediately during or immediately following your service so that adjustments can be made.

If, after reasonable attempts to adjust the makeup to your satisfaction, you remain unhappy with the service, you may be eligible for a partial refund, which will be assessed on a case-by-case basis by our management team.

Claims for dissatisfaction must be made within 24 hours of the service completion and must be accompanied by clear photographs showing the issues with the makeup application.

4. Refund Policy for Products

If we sell makeup products or merchandise, the following refund policy applies:

• Unopened, unused products in original packaging: Full refund if returned within 14 days of purchase
• Opened or used products: No refund (for hygiene reasons)

Exceptions may be made for products that are defective or damaged upon receipt. In such cases, please contact us within 48 hours of receiving the product with clear photographs of the damage or defect.

5. Refund Processing Timeframes

We process refunds according to the following timeframes:

• Credit/Debit Card Payments: Refunds will be processed back to the original payment method within 5-10 business days. Please note that while we process refunds promptly, it may take additional time for the funds to appear in your account depending on your financial institution.
• Bank Transfers: Refunds via bank transfer will be processed within 5-10 business days.
• Cash Payments: Refunds for cash payments will be issued by bank transfer or check, which will be processed within 5-10 business days.

All refunds will be issued in the same currency as the original payment.

6. How to Request a Refund

To request a refund, please follow these steps:

1. Contact us as soon as possible via email at [email protected] or by phone at +441123519063.
2. Include your full name, the date of your service or purchase, and your booking reference number (if applicable).
3. Clearly state the reason for your refund request.
4. Attach any relevant documentation, such as receipts, booking confirmations, or photographs (in the case of service dissatisfaction).

We will review your request and respond within 2-3 business days.

7. Exclusions and Limitations

The following situations are not eligible for refunds:

• No-shows for scheduled appointments without prior cancellation
• Services that have been completed to the agreed specifications during the appointment
• Claims for dissatisfaction made more than 24 hours after the service completion
• Products that have been opened, used, or damaged after receipt
• Special order or custom products
• Digital products or online tutorials once access has been granted

8. Cancellations by SoftGradient

In rare circumstances, we may need to cancel or reschedule appointments due to illness, emergency, or other unforeseen events. In such cases:

• We will notify you as soon as possible.
• We will offer to reschedule your appointment at a mutually convenient time.
• If rescheduling is not possible or desired, we will issue a full refund of any deposit or payment made.

9. Special Circumstances

We recognize that sometimes extraordinary circumstances arise that may require exceptions to our standard refund policy. These might include:

• Serious illness or injury (with medical documentation)
• Death in the family
• Natural disasters or severe weather events

In these situations, please contact us as soon as possible, and we will work with you to find a fair resolution, which may include full or partial refunds outside our standard policy timeframes, or credit toward future services.

10. 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.

11. Contact Us

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

Email: [email protected]

Phone: +441123519063

Address: 526 Kelly Summit, Murraytown L15 6UE, United Kingdom