Refund Policy

Introduction

At Pivot Method, we strive to provide exceptional visagiste services and customer satisfaction. We understand that there may be circumstances where a refund is warranted. This Refund Policy outlines the conditions, timeframes, and procedures for requesting refunds for our services.

This policy applies to all services booked through our website, over the phone, or in person at our studio. By booking our services, you agree to the terms of this Refund Policy.

Refund Conditions

We offer refunds under the following circumstances:

Service Cancellations

If you need to cancel a scheduled service, our refund policy is as follows:

• Cancellations made more than 48 hours before the scheduled appointment time will receive a full refund of the amount paid
• Cancellations made between 24-48 hours before the scheduled appointment time will receive a 50% refund of the amount paid
• Cancellations made less than 24 hours before the scheduled appointment time are not eligible for a refund
• No-shows (failing to attend a scheduled appointment without notice) are not eligible for a refund

Service Rescheduling

If you need to reschedule a service:

• Rescheduling requests made more than 48 hours before the scheduled appointment can be accommodated without penalty, subject to availability
• Rescheduling requests made between 24-48 hours before the scheduled appointment may be subject to a 25% rescheduling fee
• Rescheduling requests made less than 24 hours before the scheduled appointment will be treated as a cancellation under our cancellation policy

Service Dissatisfaction

We take pride in our work and want every client to be completely satisfied. If you are dissatisfied with the services provided:

• You must notify us of your dissatisfaction immediately during or immediately after the service before leaving our premises
• We will make reasonable efforts to address and correct any issues on the spot
• If we are unable to resolve the issue to your satisfaction at that time, we may offer:
• A partial or full refund, depending on the circumstances
• A complimentary follow-up appointment to address the specific concerns
• Credit toward future services
• Claims of dissatisfaction made after leaving our premises may be honored at our discretion and will be evaluated on a case-by-case basis

Service Cancellation by Pivot Method

In the rare event that we need to cancel your scheduled service:

• You will receive a full refund of all amounts paid, regardless of when the cancellation occurs
• We may also offer a discount on your next booking as compensation for any inconvenience caused

Special Circumstances

Bridal Services and Special Events

Due to the extensive preparation and scheduling required for bridal services and special events, these bookings are subject to different refund terms:

• A non-refundable deposit of 50% is required at the time of booking
• Full payment is due 14 days before the scheduled service date
• Cancellations made more than 30 days before the scheduled service will receive a refund of any amount paid minus the non-refundable deposit
• Cancellations made less than 30 days before the scheduled service are not eligible for a refund
• Rescheduling a bridal service or special event is subject to availability and may incur additional fees

Makeup Classes and Workshops

For group makeup classes, workshops, and educational sessions:

• Cancellations made more than 7 days before the class or workshop will receive a full refund
• Cancellations made between 3-7 days before the class or workshop will receive a 50% refund
• Cancellations made less than 3 days before the class or workshop are not eligible for a refund
• If you cannot attend, you may transfer your booking to another person at no additional cost, provided you notify us at least 24 hours in advance

Medical Emergencies and Extenuating Circumstances

We understand that unforeseen circumstances may arise. In cases of medical emergencies or other extenuating circumstances:

• We may waive our standard cancellation policy and offer a full refund or rescheduling without penalty
• Supporting documentation (such as a doctor's note) may be required
• Such requests will be evaluated on a case-by-case basis

Product Purchases

For makeup products or merchandise purchased from our studio:

• Unopened and unused products in their original packaging may be returned within 14 days of purchase for a full refund
• Opened or used products cannot be returned for hygiene reasons
• Proof of purchase (receipt or order confirmation) is required for all returns
• Sale items marked as "final sale" cannot be returned or refunded
• Defective products may be returned or exchanged within 30 days of purchase

Refund Process and Timeframes

How to Request a Refund

To request a refund, please follow these steps:

1. Contact us as soon as possible by phone at +44 584 141 6687 or by email at [email protected]
2. Provide your full name, contact information, and booking details (date, time, and service booked)
3. Clearly state the reason for your refund request
4. Include any relevant supporting documentation if applicable
5. For product returns, bring the item to our studio along with your receipt, or contact us for return shipping instructions

Refund Processing Time

Once a refund has been approved:

• Credit card refunds typically appear in your account within 5-10 business days, depending on your card issuer
• Bank transfers may take 3-5 business days to process
• Cash refunds are only available for in-person transactions that were originally paid in cash

Refund Method

Refunds will be issued using the same payment method used for the original transaction:

• Credit card payments will be refunded to the same card
• Bank transfers will be refunded to the same account
• Cash payments will be refunded in cash (in-person) or by bank transfer (if requested)

Exceptions to the Refund Policy

The following situations are not eligible for refunds:

• Requests based on factors outside our control (e.g., you don't like how makeup photographs in certain lighting)
• Services that have been completed to the agreed-upon specifications
• Dissatisfaction expressed after leaving our premises without giving us the opportunity to address concerns immediately
• No-shows or late arrivals that result in abbreviated service time
• Special promotional offers, discounted services, or gift certificates marked as non-refundable
• Inability to provide services due to client factors (e.g., skin conditions that make makeup application inadvisable)

Gift Certificates and Prepaid Packages

• 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 (multiple services purchased at a discount) are non-refundable once any service in the package has been redeemed
• Unused prepaid packages may be eligible for partial refunds, subject to a 20% administrative fee

Dispute Resolution

If you are dissatisfied with our decision regarding your refund request:

1. Please contact our customer service manager at [email protected] with "Refund Dispute" in the subject line
2. Provide all relevant details including previous communications
3. We will review your case and respond within 5 business days

If we cannot resolve the dispute to your satisfaction, you may have rights under consumer protection laws in your jurisdiction.

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.

Contact Us

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