1. Introduction

At GentleSystems, we are committed to ensuring your complete satisfaction with our services. This Refund Policy outlines the terms and conditions for refunds and cancellations of our makeup and beauty services.

Please read this policy carefully before booking our services. By making a booking with GentleSystems, you agree to be bound by the terms of this Refund Policy.

2. Deposits and Payments

2.1 Deposit Requirements

To secure your booking, we require the following deposits:

• Bridal Services: 50% of the total service cost
• Special Occasion Makeup: 30% of the total service cost
• Group Bookings (4+ people): 40% of the total service cost
• Makeup Lessons: 30% of the total service cost

The remaining balance is due on the day of service unless otherwise specified in your booking confirmation.

2.2 Payment Methods

We accept payments via credit/debit card, PayPal, and bank transfer. Cash payments are accepted for the remaining balance on the day of service only.

3. Cancellation and Refund Terms

3.1 Regular Bookings (Non-Bridal)

Our cancellation policy for regular bookings is as follows:

• More than 72 hours notice: Full refund of deposit or option to reschedule
• 24-72 hours notice: 50% refund of deposit or option to reschedule with a £15 rescheduling fee
• Less than 24 hours notice: No refund of deposit
• No-show: No refund and full payment will be required for future bookings

3.2 Bridal Bookings

Due to the high demand for our bridal services and the extensive preparation involved, our bridal cancellation policy is stricter:

• More than 60 days before the wedding date: 75% refund of deposit
• 30-60 days before the wedding date: 50% refund of deposit
• Less than 30 days before the wedding date: No refund of deposit

Rescheduling a bridal booking is subject to our availability and may incur additional charges.

3.3 Trials and Consultations

Makeup trials and consultations are an essential part of our service process, particularly for bridal clients:

• More than 48 hours notice: Full refund or option to reschedule
• 24-48 hours notice: 50% refund or option to reschedule with a £10 rescheduling fee
• Less than 24 hours notice: No refund

4. Service Dissatisfaction

4.1 During Service

If at any point during your service you are not satisfied with the direction of your makeup application, please communicate your concerns immediately to your makeup artist. We are committed to addressing your concerns on the spot and making necessary adjustments to ensure your satisfaction.

4.2 After Service Completion

If you are dissatisfied with your completed makeup service:

• You must inform us of your dissatisfaction immediately at the end of your service, before leaving our premises or before the makeup artist leaves your location
• We will make reasonable adjustments to address your concerns at no additional cost
• If we cannot resolve the issue to your satisfaction despite our best efforts, we may offer a partial refund, determined on a case-by-case basis

Claims of dissatisfaction made after you have approved the final look and left the premises or after the makeup artist has left your location will not be eligible for refunds.

5. Refund Processing

5.1 Refund Methods

Refunds will be processed using the same payment method used for the original transaction unless otherwise agreed:

• Credit/debit card payments will be refunded to the same card
• PayPal payments will be refunded to the same PayPal account
• Bank transfer payments will be refunded to the originating account

5.2 Refund Timeline

We process refund requests within 5 business days of approval. However, depending on your payment provider, it may take an additional 3-10 business days for the refund to appear in your account.

6. Exceptional Circumstances

6.1 Cancellation by GentleSystems

In the rare event that we need to cancel your appointment due to unforeseen circumstances (such as artist illness, extreme weather conditions, or other emergencies), we will:

• Notify you as soon as possible
• Offer to reschedule your appointment at a mutually convenient time
• Provide a full refund if rescheduling is not possible or desirable

6.2 Client Illness or Emergency

In cases of genuine client emergency or serious illness:

• Please notify us as soon as possible
• Provide appropriate documentation if requested (such as a doctor's note)
• We will consider these situations on a case-by-case basis and may offer rescheduling options or partial refunds at our discretion

6.3 COVID-19 Specific Policy

If you need to cancel due to COVID-19 related issues (positive test, required isolation, etc.):

• Notify us as soon as possible
• Provide proof of positive test or official isolation notice if requested
• We will offer rescheduling with no penalty or a full refund of your deposit

7. Gift Certificates and Prepaid Services

7.1 Gift Certificates

Gift certificates are non-refundable but are:

• Valid for 12 months from the date of purchase
• Transferable to another person
• Can be used toward any service we offer

7.2 Prepaid Service Packages

For prepaid service packages or bundles:

• No refunds are available for partially used packages
• Unused services within a package may be transferred to another person with prior written approval
• Packages expire 12 months from date of purchase unless otherwise specified

8. How to Request a Refund

To request a refund, please follow these steps:

1. Contact us at [email protected] or call +44 2322 358911 during business hours
2. Provide your name, service date, and booking reference number
3. Explain the reason for your refund request
4. Include any relevant supporting documentation

We aim to respond to all refund requests within 2 business days.

9. Contact Information

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

10. 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.

The terms that apply to your refund will be those in effect at the time of your booking.