Refund and Cancellation Policy

Effective From: 27th November 2025

Business Name: Skincare Edinburgh Ltd

At Skincare Edinburgh, we value your business and ask that you respect our scheduling policies. We understand that circumstances may change, but please appreciate that late cancellations and missed appointments result in a loss of income and an inability to fill that appointment time for other clients.

Please review our comprehensive policy below regarding cancellations, refunds, and rescheduling.

1. Cancellation and Rescheduling Tiers

To ensure fairness to all clients and to protect our business operations, we enforce the following timeline regarding appointment changes:

More than 48 Hours Notice

If you need to cancel or reschedule your appointment and provide more than 48 hours notice prior to your scheduled time:

• You are eligible for a full refund of any deposits or pre-payments made.

• Alternatively, you may transfer your deposit to a future booking without penalty.

Between 24 and 48 Hours Notice

If you cancel or request to reschedule with more than 24 hours but less than 48 hours notice:

• No refunds will be issued for deposits or pre-payments.

• However, the paid amount will be held as a store credit and may be applied to a rescheduled appointment.

• This credit must be used within 30 days of the original appointment date.

Less than 24 Hours Notice

If you cancel or request to reschedule with less than 24 hours notice:

• You will not receive a refund.

• Any deposits or pre-payments will be forfeited to cover the loss of the appointment slot.

• A new deposit will be required to secure any future bookings.

2. No-Shows and Late Arrivals

No-Shows

A "No-Show" is defined as missing an appointment without any prior notice.

• No-shows will result in a 100% charge of the reserved service amount.

• Clients with a history of no-shows may be blocked from making future bookings.

Late Arrivals

We respect your time and the time of the client following you.

• If you arrive more than 15 minutes late, we may need to shorten your service time or reschedule your appointment to avoid delaying subsequent clients.

• If we must reschedule due to your late arrival, this will be treated as a "Less than 24 Hours" cancellation, and fees will apply.

• If the service proceeds despite the late arrival, the full price of the original booked service will still be charged.

3. Service Satisfaction and Refunds

Services Rendered

We do not offer monetary refunds on services once they have been completed. Our goal is ensuring you are happy with your results.

• If you are dissatisfied with the service, please contact us within 72 hours of your appointment.

• We will offer a complimentary "fix" or adjustment appointment to rectify the issue, provided the dissatisfaction is reasonable and related to the technical execution of the service.

• "Change of mind" regarding colors or styles agreed upon during the consultation is not covered by this guarantee.

4. Gift Cards and Vouchers

• Gift Cards are non-refundable. They cannot be exchanged for cash or returned.

• Gift Cards are valid for 12 months from the date of purchase.

• Lost or stolen gift cards cannot be replaced.

5. Retail Product Returns

• Unopened Products: Retail products may be returned for a full refund within 14 days of purchase, provided the packaging is unopened, undamaged, and you have proof of purchase.

• Opened Products: Due to hygiene and health standards, we cannot accept returns or offer refunds on opened or used cosmetic products unless the item is proven to be defective.

6. Payment Processing

• Refunds (where applicable under Section 1) will be processed back to the original method of payment.

• Please allow 5-10 business days for the funds to appear in your account, depending on your bank's processing times.

By booking an appointment with Skincare Edinburgh, you acknowledge that you have read, understood, and agreed to this Refund and Cancellation Policy.