Refund Policy

1. Introduction

At Silent Frame, we strive to provide exceptional styling services and ensure complete client satisfaction. We understand that circumstances may arise that necessitate the cancellation or rescheduling of appointments or the return of purchased products. This Refund Policy outlines our guidelines for cancellations, rescheduling, and refunds.

By booking our services or making a purchase, you agree to the terms outlined in this Refund Policy. Please read this document carefully to understand your rights and obligations.

2. Service Cancellations and Rescheduling

2.1 Cancellation by Client

Our cancellation policy for styling services is as follows:

• More than 48 hours' notice: Full refund of any deposit paid or option to reschedule.
• 24-48 hours' notice: 50% refund of any deposit paid or option to reschedule with a £25 rescheduling fee.
• Less than 24 hours' notice: No refund of deposit, and full payment may be required depending on the service booked.

2.2 Rescheduling by Client

Appointments may be rescheduled subject to the following conditions:

• More than 48 hours' notice: One free reschedule permitted.
• 24-48 hours' notice: Rescheduling fee of £25 applies.
• Less than 24 hours' notice: Rescheduling fee of 50% of the service price applies.
• All rescheduled appointments are subject to stylist availability.

2.3 Late Arrivals

If you arrive late for your appointment, we will make every effort to accommodate you. However, if your late arrival affects subsequent appointments, we may need to:

• Shorten your service time (with no reduction in price)
• Reschedule your appointment (rescheduling fees may apply)

If you are more than 20 minutes late without prior notification, your appointment may be treated as a "no-show" (see below).

2.4 No-Shows

If you fail to attend your appointment without prior notification:

• Any deposit paid will be forfeited
• Full payment for the service may be required before booking future appointments
• Repeated no-shows may result in the requirement of pre-payment for future services

3. Service Refund Conditions

3.1 Eligibility for Refunds

Refunds for completed styling services may be considered under the following circumstances:

• Service was not delivered as described or advertised
• Service was performed with significant deficiencies in quality or professionalism
• Service could not be completed due to issues within our control

3.2 Refund Process

If you are dissatisfied with a service provided, please:

1. Notify us within 48 hours of service completion
2. Provide specific details regarding your concerns
3. If possible, provide photographic evidence of the issue

We will review your refund request and respond within 5 business days. We reserve the right to offer one of the following resolutions:

• Full refund
• Partial refund
• Complimentary follow-up appointment to address the issue
• Credit toward future services

3.3 Non-Refundable Items

The following are generally not eligible for refunds:

• Services where the client changed their mind about style preferences after the service was performed according to their initial instructions
• Services where the client did not adequately communicate their expectations before or during the service
• Additional services requested during the appointment beyond the original booking
• Circumstances outside our control (e.g., client's personal dissatisfaction with their appearance unrelated to the quality of service provided)

4. Package and Prepaid Service Refunds

4.1 Service Packages

Refunds for partially used service packages are handled as follows:

• Refund requests within 14 days of purchase (no services used): Full refund minus a £25 administration fee
• Refund requests within 14 days of purchase (some services used): Prorated refund based on services used at standard (non-package) rates, minus a £25 administration fee
• Refund requests after 14 days of purchase: Prorated refund based on services used at standard rates, minus a £50 administration fee

4.2 Gift Certificates and Prepaid Services

Gift certificates and prepaid services are subject to the following refund terms:

• Gift certificates are non-refundable but may be transferred to another person
• Gift certificates expire 12 months from the date of purchase unless otherwise stated
• Prepaid services may be eligible for a refund within 14 days of purchase, subject to a £25 administration fee

5. Product Refunds

5.1 Product Return Eligibility

Products purchased from Silent Frame may be eligible for return and refund under the following conditions:

• Return request is made within 14 days of purchase
• Product is unused, unopened, and in original packaging
• Proof of purchase (receipt or order confirmation) is provided

5.2 Product Return Process

To return a product:

1. Contact us at [email protected] to request a return authorization
2. Once approved, return the product in its original packaging with all accessories and documentation
3. Include your order number and contact information with the return

Return shipping costs are the responsibility of the customer unless the return is due to our error or a defective product.

5.3 Product Refund Timeframe

Upon receipt and inspection of the returned product:

• Approved refunds will be processed within 5-10 business days
• Refunds will be issued to the original payment method used for the purchase
• You will receive an email confirmation when your refund has been processed

6. Cancellation by Silent Frame

In the event that we need to cancel or reschedule your appointment due to unforeseen circumstances (e.g., stylist illness, emergency closure):

• We will notify you as soon as possible
• You will be offered the option to reschedule or receive a full refund of any deposit paid
• If the cancellation significantly impacts your event (e.g., wedding day styling), we will make every effort to find an alternative solution or provide compensation appropriate to the circumstances

7. Refund Processing Timeframe

When a refund has been approved:

• Credit/debit card refunds typically process within 5-10 business days
• Bank transfer refunds typically process within 5-7 business days
• The timing of when the refund appears in your account depends on your financial institution

8. Submitting a Refund Request

To request a refund, please:

1. Email [email protected] with the subject line "Refund Request"
2. Include your full name, contact information, and service/purchase details
3. Explain the reason for your refund request in detail
4. Attach any relevant documentation (receipts, photos, etc.)

Alternatively, you can call us at +446690635304 or visit our studio in person to discuss your refund request.

9. Exceptions to Standard Policy

We recognize that exceptional circumstances may sometimes require exceptions to our standard refund policy. In cases of:

• Medical emergencies (with documentation)
• Bereavement
• Natural disasters or severe weather events
• Other significant unforeseen circumstances

We will review refund requests on a case-by-case basis with greater flexibility. Please contact us directly to discuss your situation.

10. Policy Modifications

Silent Frame reserves the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services following any changes indicates your acceptance of the revised policy.

11. Contact Information

If you have questions or concerns about this Refund Policy or need to request a refund, please contact us at:

We aim to respond to all inquiries within 2 business days.