Refund Policy

1. Introduction

At Silk Trellis, we are committed to ensuring your satisfaction with our styling services. This Refund Policy outlines the conditions under which we offer refunds for our services and the process for requesting them.

By purchasing any services from Silk Trellis, you agree to the terms of this Refund Policy. Please read this policy carefully before booking our services.

2. Service Satisfaction

We strive to provide high-quality, professional styling services tailored to your individual needs and preferences. However, we understand that styling is subjective, and results may not always meet your expectations.

If you are not completely satisfied with our services, we encourage you to discuss your concerns with your stylist during or immediately after your session. Many issues can be resolved through communication and adjustments to our recommendations.

3. Refund Eligibility

3.1 Personal Styling Services

For Personal Styling services, refunds may be considered under the following circumstances:

• If the stylist fails to arrive for a scheduled appointment without notice and rescheduling is not possible
• If the service delivered differs substantially from the service description provided at the time of booking
• If technical issues on our part prevent the completion of a virtual styling session and rescheduling is not possible

3.2 Wardrobe Audit Services

For Wardrobe Audit services, refunds may be considered under the following circumstances:

• If the stylist fails to arrive for a scheduled appointment without notice and rescheduling is not possible
• If the service delivered differs substantially from the service description provided at the time of booking

3.3 Event Styling Services

For Event Styling services, refunds may be considered under the following circumstances:

• If the stylist fails to arrive for a scheduled appointment without notice and rescheduling is not possible
• If the service delivered differs substantially from the service description provided at the time of booking

3.4 Virtual Styling Services

For Virtual Styling services, refunds may be considered under the following circumstances:

• If technical issues on our part prevent the completion of a virtual styling session and rescheduling is not possible
• If the service delivered differs substantially from the service description provided at the time of booking

4. Non-Refundable Items

The following items are generally non-refundable:

• Deposits paid to secure bookings
• Services already delivered in full
• Cancellations made less than 48 hours before the scheduled appointment (as per our cancellation policy)
• No-shows for scheduled appointments

5. Refund Process

5.1 Requesting a Refund

To request a refund, please follow these steps:

1. Contact us within 7 days of the service delivery date
2. Provide your booking reference number and the date of service
3. Clearly explain the reason for your refund request
4. Include any relevant documentation or evidence to support your request

Refund requests can be submitted via:

• Email: [email protected]
• Phone: +448611319453
• Mail: Silk Trellis, 46 Quentin Land, South Edward, HR9 7XU, United Kingdom

5.2 Review Process

Once we receive your refund request, we will:

1. Acknowledge receipt of your request within 2 business days
2. Review your request and the circumstances of your service
3. Contact you for additional information if necessary
4. Make a decision regarding your refund within 10 business days

5.3 Refund Issuance

If your refund request is approved, we will process the refund using the same method of payment used for the original purchase. Depending on your payment provider, it may take 5-10 business days for the refund to appear in your account.

6. Partial Refunds

In some cases, we may offer partial refunds if:

• Only a portion of the service was not delivered as described
• Alternative solutions or compensations are also provided
• The service was partially completed before being terminated

The amount of a partial refund will be determined on a case-by-case basis, taking into account the nature and extent of the issue.

7. Alternative Solutions

In some situations, we may offer alternatives to a refund, such as:

• Rescheduling the service at no additional cost
• Providing a complimentary follow-up session to address specific concerns
• Offering a credit toward future services
• Assigning a different stylist for a new session

These alternatives will be offered at our discretion based on the specific circumstances of each case.

8. Gift Certificates

Refunds for gift certificates are subject to the following conditions:

• Unused gift certificates may be refunded to the original purchaser within 14 days of purchase
• Used gift certificates are not eligible for refunds
• Expired gift certificates are not eligible for refunds

9. Exceptional Circumstances

We recognize that exceptional circumstances may arise. If you are requesting a refund due to extraordinary situations (e.g., medical emergencies, natural disasters), please provide relevant documentation, and we will review your case with additional consideration.

10. Dispute Resolution

If you are dissatisfied with our decision regarding your refund request, you may contact our customer service team to escalate your concern for further review.

If we are unable to resolve the dispute internally, you may seek resolution through:

• The UK Financial Ombudsman Service
• Your credit card issuer's dispute resolution process
• Alternative dispute resolution services

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

12. Contact Information

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

Silk Trellis
46 Quentin Land
South Edward, HR9 7XU
United Kingdom

Email: [email protected]
Phone: +448611319453