1. Introduction

At OpenFenland, we are committed to ensuring your satisfaction with our professional styling services. This Refund Policy outlines our procedures and guidelines regarding refunds for our various styling services.

We encourage our clients to carefully review this policy before booking our services. By making a purchase or booking a service with OpenFenland, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

2. Service Satisfaction Guarantee

We pride ourselves on delivering high-quality styling services tailored to each client's individual needs. If you are not completely satisfied with the service you receive, please follow these steps:

  1. Communicate your concerns directly to your stylist during the session when possible.
  2. If your concerns are not adequately addressed during the session, please contact our customer service team at [email protected] or +44 2399 663834 within 48 hours of your appointment.
  3. Provide specific details about your experience and concerns so we can address them appropriately.

We will work diligently to resolve any issues and ensure your satisfaction with our services.

3. Refund Eligibility by Service Type

3.1 Personal Styling Consultations

For personal styling consultations, the following refund terms apply:

  • Full Refund: Available if you cancel 48 hours or more before your scheduled appointment.
  • Partial Refund (50%): Available if you cancel between 24-48 hours before your scheduled appointment.
  • No Refund: If you cancel less than 24 hours before your appointment or fail to attend (no-show).
  • Service Quality Issues: If you are dissatisfied with the quality of service provided, please notify us within 48 hours of your appointment. We may offer a partial or full refund, or a complimentary follow-up session, depending on the circumstances.

3.2 Wardrobe Audits

For wardrobe audit services, the following refund terms apply:

  • Deposit: A 50% non-refundable deposit is required to book a wardrobe audit.
  • Full Refund of Remaining Balance: Available if you cancel 72 hours or more before your scheduled appointment.
  • Partial Refund of Remaining Balance (50%): Available if you cancel between 48-72 hours before your scheduled appointment.
  • No Refund: If you cancel less than 48 hours before your appointment or fail to attend (no-show).
  • Service Quality Issues: If you are dissatisfied with the quality of service provided, please notify us within 48 hours of your appointment. We may offer a partial refund of the remaining balance or a complimentary follow-up session, depending on the circumstances.

3.3 Event Styling

For event styling services, the following refund terms apply:

  • Deposit: A 50% non-refundable deposit is required to secure the date and time for event styling.
  • Full Refund of Remaining Balance: Available if you cancel 7 days or more before your scheduled appointment.
  • Partial Refund of Remaining Balance (50%): Available if you cancel between 3-7 days before your scheduled appointment.
  • No Refund: If you cancel less than 3 days before your appointment or fail to attend (no-show).
  • Service Quality Issues: If you are dissatisfied with the quality of service provided, please notify us within 24 hours of your event. We will evaluate each case individually.

3.4 Personal Shopping Services

For personal shopping services, the following refund terms apply:

  • Service Fee: The personal shopping service fee is refundable according to our standard cancellation policy (as outlined in 3.1).
  • Purchased Items: Refunds for items purchased during personal shopping sessions are subject to the return policies of the individual retailers where the items were purchased. We will assist you with the return process when possible, but cannot guarantee refunds for merchandise.

3.5 Styling Packages

For styling packages (combinations of multiple services), the following refund terms apply:

  • Full Package Cancellation: Subject to the most restrictive terms of the individual services included in the package.
  • Partial Completion: If you have completed some services within a package but wish to cancel the remaining services, a pro-rated refund may be issued for the unused services, minus any package discount applied.
  • No Refund: Once all services in a package have been completed.

4. Rescheduling Policy

We understand that circumstances may change, requiring you to reschedule your appointment. Our rescheduling policy is as follows:

  • Free Rescheduling: Available if you reschedule 48 hours or more before your scheduled appointment.
  • Rescheduling Fee (25% of service price): Applied if you reschedule between 24-48 hours before your scheduled appointment.
  • Rescheduling Fee (50% of service price): Applied if you reschedule less than 24 hours before your scheduled appointment.
  • Limit on Rescheduling: Appointments may be rescheduled a maximum of two times, after which our standard cancellation policy will apply.

5. Force Majeure

In the event that either party is unable to fulfill their obligations due to events beyond their reasonable control (including but not limited to: natural disasters, severe weather conditions, illness with medical documentation, death in the family, or government restrictions), the affected party shall be excused from performance without penalty.

In such cases, we will work with you to reschedule your appointment at no additional charge, or provide a full refund if rescheduling is not possible or desired.

6. Stylist Substitution

If your assigned stylist becomes unavailable due to unforeseen circumstances, we will:

  1. Notify you as soon as possible.
  2. Offer to reschedule with the same stylist at a later date with no rescheduling fee.
  3. Offer to proceed with a different qualified stylist at the original appointment time.
  4. Provide a full refund if neither option is acceptable to you.

7. Digital Products and Online Services

7.1 Digital Style Guides

For digital style guides and downloadable content:

  • No Refund: Due to the digital nature of these products, all sales are final once the content has been downloaded or accessed.
  • Technical Issues: If you experience technical difficulties accessing your digital purchase, please contact our customer service team within 7 days of purchase for assistance or a potential refund.

7.2 Virtual Styling Sessions

For virtual styling consultations, the following refund terms apply:

  • Full Refund: Available if you cancel 24 hours or more before your scheduled virtual appointment.
  • Partial Refund (50%): Available if you cancel between 12-24 hours before your scheduled virtual appointment.
  • No Refund: If you cancel less than 12 hours before your virtual appointment or fail to attend (no-show).
  • Technical Difficulties: If the session cannot be completed due to technical difficulties on our end, we will offer to reschedule or provide a full refund. If technical issues are on the client's end, we will attempt to reschedule once at no additional cost.

8. Gift Certificates

For gift certificates purchased for our services:

  • No Cash Refund: Gift certificates are non-refundable for cash once purchased.
  • Transferability: Gift certificates may be transferred to another person.
  • Expiration: Gift certificates are valid for 12 months from the date of purchase unless otherwise specified.
  • Partial Use: If a gift certificate is used for a service of lesser value, the remaining balance will remain on the gift certificate for future use within the validity period.

9. Refund Process

When a refund is approved, we will process it as follows:

  • Refunds will be issued using the same payment method used for the original purchase.
  • Processing time for refunds is typically 5-10 business days, depending on your payment provider.
  • You will receive an email confirmation when your refund has been processed.

10. Exceptions and Special Circumstances

We recognize that exceptional circumstances may arise. OpenFenland reserves the right to evaluate refund requests on a case-by-case basis and may make exceptions to this policy at our discretion.

If you believe your situation warrants special consideration, please contact our customer service team with detailed information about your circumstances.

11. Changes to This Policy

We may update our Refund Policy from time to time. We will notify you of any changes by posting the new Refund Policy on this page and updating the "Last Updated" date at the top of this policy.

You are advised to review this Refund Policy periodically for any changes. Changes to this Refund Policy are effective when they are posted on this page.

12. Contact Us

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

  • By email: [email protected]
  • By phone: +44 2399 663834
  • By mail: 7 Richardson Square, Helenaland, RG14 2EL, United Kingdom