Refund Policy

Last updated: April 2024

At EveningDell, we are committed to providing exceptional makeup services and ensuring your complete satisfaction. We understand that circumstances may arise that require cancellation or rescheduling of appointments. This Refund Policy outlines our guidelines regarding deposits, cancellations, refunds, and rescheduling.

Please read this policy carefully before booking our services. By making a booking with EveningDell, you agree to the terms and conditions outlined in this Refund Policy.

1. Deposits and Payments

1.1 Regular Appointments

For standard makeup services and lessons:

• No deposit is required for regular appointments valued under £100.
• A 25% non-refundable deposit is required for services valued at £100 or more.
• The remaining balance is due at the time of service.

1.2 Bridal Makeup

For bridal makeup services:

• A 50% non-refundable deposit is required to secure your wedding date.
• The remaining balance is due 7 days before the wedding date.
• For bookings made less than 14 days before the event, full payment is required at the time of booking.

1.3 Special Events and Group Bookings

For special events and group bookings:

• A 30% non-refundable deposit is required to secure your date.
• The remaining balance is due 3 days before the event date.
• For group bookings of 5 or more people, a detailed schedule must be confirmed at least 7 days in advance.

1.4 Trials

For bridal and special event makeup trials:

• Full payment is required at the time of the trial.
• The cost of the trial is separate from the event makeup service.

2. Cancellation Policy

Our cancellation policy varies depending on the type of service booked and the notice provided:

2.1 Regular Appointments

2.2 Bridal Makeup

2.3 Special Events and Group Bookings

2.4 Trials

For makeup trials:

• More than 48 hours' notice: Full refund or rescheduling without penalty
• 24-48 hours' notice: 50% refund or rescheduling with a £20 fee
• Less than 24 hours' notice: No refund

3. Rescheduling Policy

3.1 Regular Appointments

For standard makeup services:

• Rescheduling with more than 48 hours' notice: No fee
• Rescheduling with 24-48 hours' notice: £15 rescheduling fee
• Rescheduling with less than 24 hours' notice: 50% of the service cost as a rescheduling fee
• All rescheduled appointments must occur within 30 days of the original appointment date, subject to availability

3.2 Bridal Makeup

For bridal makeup services:

• Wedding date changes with more than 60 days' notice: Transfer of deposit to new date, subject to availability
• Wedding date changes with 30-60 days' notice: Transfer of deposit to new date plus a £50 rescheduling fee, subject to availability
• Wedding date changes with less than 30 days' notice: Treated as a cancellation and new booking

3.3 Special Events and Group Bookings

For special events and group bookings:

• Rescheduling with more than 14 days' notice: Transfer of deposit to new date, subject to availability
• Rescheduling with 7-14 days' notice: Transfer of deposit to new date plus a £30 rescheduling fee per person, subject to availability
• Rescheduling with less than 7 days' notice: Treated as a cancellation and new booking

4. Late Arrivals

We value punctuality to ensure all clients receive their full service time:

• If you arrive late for your appointment, your service may be shortened to accommodate the remaining time.
• The full service fee will still apply for shortened services due to late arrival.
• If you are more than 15 minutes late without notice, we may need to reschedule your appointment and cancellation fees will apply.
• For bridal parties, a strict schedule will be provided. Any delays may result in abbreviated services for some members of the party.

5. Service Dissatisfaction

5.1 During the Service

If at any point during your service you are unhappy with the direction of your makeup look:

• Please communicate your concerns immediately to your makeup artist.
• We will make reasonable adjustments to ensure your satisfaction before completing the service.

5.2 After the Service

For concerns after your service has been completed:

• If you notice an issue immediately after your service while still at our location, please bring it to our attention for adjustment.
• For concerns that arise after you have left our premises:
  • Contact us within 24 hours with specific details and photos if possible.
  • Valid technical issues (such as makeup not lasting as expected) may qualify for partial refunds or complimentary touch-ups.
  • Stylistic preferences or changes of mind about the look after approval during the service do not qualify for refunds.

6. Force Majeure and Illness

6.1 Artist Illness or Emergency

In the rare event that your assigned makeup artist is unable to perform services due to illness or emergency:

• We will make every effort to provide a replacement artist of similar skill level.
• If no replacement is available and the appointment must be cancelled, a full refund will be issued.
• For wedding bookings, we maintain relationships with other professional artists to ensure coverage in emergencies.

6.2 Client Illness

If you must cancel due to illness:

• Please notify us as soon as possible.
• For contagious conditions, our standard cancellation policy may be relaxed at our discretion (medical documentation may be requested).
• For bridal services, we strongly recommend securing wedding insurance that covers vendor cancellations.

6.3 Force Majeure

In cases of extreme circumstances beyond either party's control (natural disasters, severe weather events, public health emergencies, etc.):

• Rescheduling will be offered without penalty, subject to availability.
• If rescheduling is not possible, refund terms will be determined on a case-by-case basis.

7. Gift Certificates and Prepaid Services

For gift certificates and prepaid services:

• Gift certificates are non-refundable but are transferable to another person.
• Gift certificates expire 12 months from the date of purchase unless otherwise specified.
• Prepaid service packages are non-refundable once services have commenced.
• Unused prepaid services may be eligible for partial refund at our discretion, less a 20% administration fee.

8. Requesting a Refund

To request a refund:

1. Contact us by email at [email protected] or by phone at +440838682799.
2. Include your name, service date, and reason for the refund request.
3. For quality issues, please provide detailed information and photos if applicable.
4. We will respond to all refund requests within 3 business days.
5. Approved refunds will be processed using the original payment method within 10 business days.

9. 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 policy periodically. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

10. Contact Information

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

• By email: [email protected]
• By phone: +440838682799
• By mail: 924 Murphy Ranch Lake, Sofia RG40 4RX, UK