1. Introduction
At GroundLevel, we strive to provide exceptional makeup artistry services and products. We understand that circumstances may arise that necessitate cancellations or changes to bookings, or that you may need to return products purchased from us. This Refund Policy outlines the terms and conditions regarding refunds, cancellations, and changes for our services and products.
By booking our services or purchasing our products, you agree to be bound by this Refund Policy. Please read it carefully before making any bookings or purchases.
2. Makeup Services Refund Policy
2.1 Deposits and Booking Fees
For all makeup services:
- A non-refundable deposit is required to secure your booking.
- The deposit amount varies based on the service type and will be clearly communicated during the booking process.
- Deposits are applied toward the total cost of your service.
2.2 Standard Appointment Cancellations
For individual makeup appointments (excluding bridal services and special events):
- Cancellation with more than 48 hours' notice: Your deposit may be transferred to a future appointment scheduled within 3 months. No refunds will be issued.
- Cancellation with less than 48 hours' notice: Your deposit is forfeited, and no transfer or refund will be provided.
- No-shows: If you fail to attend your appointment without prior notice, your deposit is forfeited, and you may be charged the full service fee.
2.3 Bridal Makeup and Special Event Cancellations
For bridal makeup services and special events:
- Cancellation more than 60 days before the event: Your deposit may be transferred to another service or date, subject to availability, within 6 months. No refunds will be issued.
- Cancellation 30-60 days before the event: 50% of any amounts paid beyond the deposit may be refunded. The deposit remains non-refundable.
- Cancellation less than 30 days before the event: No refunds will be issued for any payments made.
For detailed bridal cancellation policies, please refer to your bridal contract, which may contain specific terms that supersede this general policy.
2.4 Group Bookings and Workshops
For group bookings and workshops:
- Cancellation more than 14 days before the event: 50% of the total amount paid may be refunded, excluding the non-refundable deposit.
- Cancellation less than 14 days before the event: No refunds will be issued.
- Reduction in group size: If the number of participants decreases after booking, no refunds will be provided for the reduced participants.
2.5 Service Rescheduling
For rescheduling appointments:
- Rescheduling with more than 48 hours' notice (standard appointments): One reschedule is permitted at no additional charge, subject to availability.
- Rescheduling with less than 48 hours' notice: A rescheduling fee of £25 may apply, in addition to the original service cost.
- Bridal and special event rescheduling: Subject to availability and may incur additional fees. Please contact us directly to discuss options.
2.6 Service Dissatisfaction
If you are dissatisfied with the services provided:
- You must inform us of your dissatisfaction immediately during or immediately after the service.
- We will make reasonable efforts to address any concerns and make adjustments as needed.
- Refunds for service dissatisfaction are evaluated on a case-by-case basis and are not guaranteed.
- No refunds will be considered if dissatisfaction is reported after you have left the premises or more than 24 hours after an on-location service.
3. Product Purchase Refund Policy
3.1 Returnable Items
For products purchased directly from GroundLevel:
- Unopened, unused products in their original packaging may be returned within 14 days of purchase.
- Products must be in saleable condition with all seals and protective packaging intact.
3.2 Non-Returnable Items
The following items cannot be returned or exchanged:
- Products that have been opened, used, or had their seals broken
- Hygiene-sensitive items such as mascara, lipstick, eyeliner, etc., even if unopened
- Sale items or items marked as "final sale"
- Gift cards
- Digital products or online course access
3.3 Return Process
To return a product:
- Contact us within 14 days of receiving your product.
- Provide your order number and details of the item(s) you wish to return.
- Return the product to our physical address at your own expense.
- Include your original receipt or proof of purchase.
3.4 Refund Processing
For approved returns:
- Refunds will be processed within 14 days of receiving the returned item.
- Refunds will be issued using the original payment method.
- The purchase price of the product will be refunded, excluding any shipping charges.
- If a return is approved due to our error or a defective product, we will also reimburse reasonable return shipping costs.
3.5 Damaged or Defective Products
If you receive a damaged or defective product:
- Contact us within 48 hours of receipt.
- Provide photos of the damaged product and packaging.
- We will arrange for a replacement or refund at our discretion.
- Do not return damaged items unless specifically instructed to do so.
4. Gift Certificate Refund Policy
For gift certificates:
- Gift certificates are non-refundable and cannot be redeemed for cash.
- Gift certificates are valid for the period specified on the certificate (typically 12 months from the date of purchase).
- Expired gift certificates may be extended at our discretion, subject to a reactivation fee.
- Lost or stolen gift certificates will not be replaced or refunded.
5. Force Majeure and Exceptional Circumstances
5.1 Client Circumstances
In cases of serious illness, injury, bereavement, or other exceptional circumstances beyond your control:
- We may, at our discretion, offer more flexible cancellation or rescheduling terms.
- Supporting documentation may be required (such as a doctor's note or other evidence).
- Each situation will be evaluated individually, and any exceptions to our standard policy are made at our sole discretion.
5.2 GroundLevel Cancellations
If GroundLevel needs to cancel your appointment due to illness, emergency, or unforeseen circumstances:
- We will notify you as soon as possible.
- We will offer to reschedule your appointment to the next available date.
- If rescheduling is not possible or desired, a full refund of any deposits or payments will be issued.
5.3 Force Majeure Events
In the event of circumstances beyond our control (such as natural disasters, severe weather, pandemics, government actions, etc.):
- We will work with you to reschedule services when possible.
- If services cannot be rescheduled within a reasonable timeframe, we may offer credit for future services or partial refunds at our discretion.
- Specific policies related to force majeure events may be detailed in service contracts, particularly for weddings and special events.
6. Dispute Resolution
If you have concerns regarding refunds or our refund policy:
- Please contact us directly to discuss your situation before initiating any formal disputes or chargebacks.
- We are committed to resolving issues fairly and reasonably.
- Any disputes that cannot be resolved through direct communication will be handled in accordance with our Terms & Conditions and applicable UK law.
7. 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 for changes. Your continued use of our services or purchase of our products following the posting of changes constitutes your acceptance of such changes.
8. Contact Information
If you have any questions about our Refund Policy, please contact us:
- By email: [email protected]
- By mail: GroundLevel, 632 Harris Locks, Anthonyview, PO35 5XS, United Kingdom
- By phone: +441426024082
