Refund Policy

Last Updated: January 2025

At Oak Pod Mix, we are committed to providing exceptional visagiste services and ensuring client satisfaction. This Refund Policy outlines the terms and conditions for refunds, cancellations, and service disputes.

1. Our Commitment to Quality

We take pride in delivering professional makeup artistry services using premium products and advanced techniques. Our experienced team works diligently to ensure every client is delighted with their experience. However, we understand that circumstances may arise requiring cancellations or service adjustments.

2. Deposit Policy

2.1 Non-Refundable Deposits: All booking deposits are non-refundable. Deposits secure your appointment slot and compensate for the time reserved exclusively for you.

2.2 Deposit Amounts:

• Wedding Makeup Services: £50-£100 deposit (depending on party size and complexity)
• Photoshoot Makeup: £40-£60 deposit
• Event Makeup: £30-£50 deposit
• Personal Consultations: £20-£30 deposit

2.3 Deposit Transfer: While deposits are non-refundable, they may be transferred to a new appointment date subject to the following conditions:

• Transfer request must be made at least 30 days before the original appointment
• New appointment must be booked within 12 months of the original date
• Subject to availability
• One-time transfer only; subsequent cancellations result in deposit forfeiture

3. Cancellation and Refund Schedule

4. Wedding Services Specific Policy

4.1 Trial Sessions: Bridal trial sessions are non-refundable once completed. If you cancel a scheduled trial with less than 7 days' notice, the full trial fee is charged.

4.2 Wedding Day Cancellations: Due to the extensive preparation and coordination involved in wedding services:

• Cancellations made more than 90 days before the wedding date: Deposit forfeited; remaining payments refunded
• Cancellations made 60-90 days before: 50% of total service fee charged
• Cancellations made 30-60 days before: 75% of total service fee charged
• Cancellations made less than 30 days before: 100% of total service fee charged (no refund)

4.3 Bridal Party Size Reductions: If the number of people requiring makeup services decreases:

• More than 30 days before wedding: Adjusted pricing with partial refund
• Less than 30 days before wedding: Full original quote applies (no refund for reduced numbers)

5. Service Quality Guarantee

5.1 Satisfaction Commitment: If you are unsatisfied with our service during your appointment, please inform us immediately so we can make adjustments. Our makeup artists will work with you to achieve your desired look.

5.2 Post-Service Complaints: Complaints about service quality must be reported within 24 hours of your appointment. We will:

• Investigate the complaint thoroughly
• Offer to redo the service at no additional charge (if time permits and practical)
• Provide a partial refund in cases where service quality was demonstrably below our standards
• Offer credit toward future services as an alternative resolution

5.3 No Refund Circumstances: Refunds will not be provided in the following situations:

• Client dissatisfaction due to unrealistic expectations or failure to communicate preferences during consultation
• Changes in personal preference after service completion
• Allergic reactions when the client failed to disclose known allergies or declined a patch test
• Makeup wear-off due to client activities, weather conditions, or failure to follow care instructions
• Third-party opinions or feedback from friends/family
• Photography results influenced by photographer, lighting, or editing choices

6. Rescheduling Policy

6.1 Client-Initiated Rescheduling:

• First reschedule (30+ days notice): No fee; appointment moved subject to availability
• First reschedule (14-30 days notice): £25 rescheduling fee
• First reschedule (less than 14 days): £50 rescheduling fee
• Second reschedule: Treated as cancellation with applicable fees

6.2 Studio-Initiated Rescheduling: If Oak Pod Mix needs to reschedule due to unforeseen circumstances (illness, emergency, etc.), we will:

• Notify you as soon as possible
• Offer alternative dates and times
• Provide a full refund if alternative arrangements are unsatisfactory
• Offer a complimentary service upgrade or discount on future services as compensation

7. Weather and Emergency Situations

7.1 Severe Weather: In cases of severe weather conditions that make travel unsafe:

• Either party may request rescheduling without penalty if weather warnings are officially issued
• Decisions should be made at least 24 hours before the appointment when possible
• Alternative arrangements will be offered at no additional charge

7.2 Personal Emergencies: We understand that genuine emergencies occur. In cases of medical emergencies, family bereavement, or other serious circumstances:

• Contact us as soon as possible
• Provide appropriate documentation if requested
• We will work with you to reschedule or provide a refund on a case-by-case basis

8. Payment Refund Processing

8.1 Refund Method: Refunds will be processed using the original payment method whenever possible.

8.2 Processing Time:

• Approved refunds are processed within 5-10 business days
• Bank processing times may add an additional 5-7 business days
• You will receive email confirmation once the refund has been initiated

8.3 Partial Refunds: For partial refunds or adjusted pricing, the difference will be refunded to your original payment method or provided as credit toward future services, at your preference.

9. Gift Certificates and Promotional Credits

9.1 Gift Certificate Refunds: Gift certificates are non-refundable for cash but may be transferred to another recipient.

9.2 Promotional Discounts: Services booked using promotional codes or special offers are subject to the same refund policy, with refunds calculated based on the discounted price paid.

9.3 Expiration: Gift certificates and promotional credits are valid for 12 months from the date of issue unless otherwise stated.

10. Travel Fee Refunds

If your appointment includes travel fees for our makeup artists to come to your location:

• Travel fees are non-refundable if cancellation occurs less than 7 days before the appointment
• For cancellations with more than 7 days' notice, travel fees are fully refundable
• If you reschedule to a location with lower travel costs, the difference will be refunded

11. Dispute Resolution

11.1 Complaints Process: If you have concerns about our service or refund decision:

1. Contact us directly at +44 2424 981623 to discuss the issue
2. Provide detailed information about your complaint
3. Allow us 5-7 business days to investigate and respond
4. We will work in good faith to reach a fair resolution

11.2 Escalation: If you remain dissatisfied after our internal review, you may seek alternative dispute resolution or pursue legal remedies under UK consumer protection laws.

12. Special Circumstances

12.1 Illness on Service Date: If you are unwell on your appointment date with a contagious condition (cold sores, conjunctivitis, skin infections, etc.):

• We must reschedule to protect our staff and other clients
• No cancellation fee applies if you provide notice before your appointment time
• A medical note may be required for same-day illness notifications

12.2 Late Arrivals:

• If you arrive more than 15 minutes late, we may need to shorten or reschedule your appointment
• No refund is provided for shortened services due to late arrival
• If rescheduling is necessary, standard cancellation fees apply

13. Policy Updates

Oak Pod Mix reserves the right to update this Refund Policy at any time. Changes will be posted on our website with an updated "Last Updated" date. Bookings made before policy changes remain subject to the policy in effect at the time of booking.

14. Contact Information

For questions about refunds, cancellations, or this policy, please contact us:

Oak Pod Mix
Lewiston L25 2NW
United Kingdom
Phone: +44 2424 981623
Company Number: 66105737

We appreciate your understanding of our policies and look forward to providing you with exceptional visagiste services.