Refunds Policy

Last updated: 15 January 2026

1. Overview

At Hair SOS, we want you to be completely satisfied with your consultation experience. This Refunds Policy explains when and how you can request a refund for services purchased through our platform.

This policy is designed to comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Your Cancellation Rights

2.1 Before a Stylist Claims Your Consultation

If you have paid for a consultation but no stylist has yet claimed it, you are entitled to a full refund. You can cancel at any time before a stylist begins working on your consultation.

2.2 After a Stylist Claims Your Consultation

Once a stylist has claimed your consultation and begun working on it, the service has commenced. At this point:

  • You may still request a refund, but it will be reviewed on a case-by-case basis
  • Partial refunds may be offered depending on the work completed
  • Refunds are not automatic once work has begun

2.3 Completed Consultations

Once a consultation is marked as complete and you have received your advice, refunds are only available in exceptional circumstances (see Section 4).

3. Standard Refund Eligibility

You are eligible for a full refund if:

  • You cancel before a stylist claims your consultation
  • No stylist claims your consultation within 48 hours (automatic refund)
  • A technical error prevented you from receiving the service
  • You were charged incorrectly or multiple times

You may be eligible for a partial refund if:

  • The consultation is in progress but not yet complete
  • There were significant delays in receiving your advice
  • The service was partially delivered

4. Exceptional Circumstances

We may offer refunds for completed consultations in the following circumstances:

  • Inadequate Service: The advice provided was clearly unprofessional, incomplete, or did not address your stated concern
  • No Response: The stylist did not respond to your messages within a reasonable timeframe
  • Inappropriate Conduct: The stylist behaved inappropriately or unprofessionally
  • Misrepresentation: The stylist's qualifications or expertise were misrepresented

Requests under exceptional circumstances are reviewed by our team within 5 working days.

5. Non-Refundable Situations

Refunds are generally not available when:

  • You simply changed your mind after receiving advice
  • You did not follow the stylist's recommendations
  • The results differ from your expectations (styling results vary)
  • You provided inaccurate or incomplete information
  • You failed to respond to the stylist's questions
  • More than 30 days have passed since the consultation was completed

6. How to Request a Refund

6.1 Through Your Account

  1. Log in to your Hair SOS account
  2. Go to your consultation history
  3. Select the consultation you wish to request a refund for
  4. Click "Request Refund" and provide a reason

6.2 By Email

Alternatively, you can email us at hello@hairsos.co.uk with:

  • Your account email address
  • Consultation reference number
  • Reason for requesting a refund
  • Any supporting evidence (screenshots, etc.)

7. Refund Processing

7.1 Review Timeline

  • Automatic refunds (unclaimed consultations): Processed within 24 hours
  • Standard requests: Reviewed within 3 working days
  • Exceptional circumstances: Reviewed within 5 working days

7.2 Payment Method

Refunds are issued to the original payment method used for the purchase:

  • Card payments: 5-10 working days to appear on your statement
  • Other methods: Processing times vary by provider

7.3 Refund Confirmation

You will receive an email confirmation when your refund is processed, including the refund amount and expected timeline.

8. Disputes

If you disagree with our refund decision, you can:

  1. Request a review by emailing hello@hairsos.co.uk
  2. Contact your payment provider to dispute the charge
  3. Seek advice from Citizens Advice (citizensadvice.org.uk)

9. Stylist Refund Impact

When a refund is issued:

  • The stylist's payout for that consultation is cancelled or reversed
  • Repeated refunds may result in stylist account review
  • Stylists are notified of refund requests and may provide additional context

10. Your Statutory Rights

This policy does not affect your statutory rights under UK consumer law. For digital content and services, you have rights under the Consumer Rights Act 2015, including:

  • Services must be performed with reasonable care and skill
  • Services must match any description provided
  • Services must be provided within a reasonable time

If these standards are not met, you may be entitled to a repeat performance or a price reduction.

11. Contact Us

For refund enquiries, please contact us:

Hair SOS Refunds Team

Email: hello@hairsos.co.uk

Response time: Within 1 hour

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