How do I cancel my appointment, and how do refunds work?

We know that sometimes life can get in the way and your appointment just can't go ahead. If you can't reschedule and need to cancel and request a refund, just follow these simple steps.

How to cancel the booking

It’s worth noting that cancellations can’t be reversed, and in many cases, you can reschedule your appointment up to one hour before your appointment time.

But, if you do need to cancel, remember to check your booking’s cancellation policy beforehand. That’s what dictates if you’ll be refunded or not. 

On the app:

Your upcoming booking should be present on the home screen when you open the app - if not, click on 'My Bookings' on the lower part of the screen. From here, select 'View booking details' on the appointment and 'Manage booking'. When you select 'Cancel booking' you'll be asked to add a cancellation reason. Once you've selected the reason, your appointment will be cancelled.

On the web:

In your account or confirmation email look for 'Cancel booking', select your cancellation reason and simply click 'Cancel booking'. 

How refunds work

If you're within the cancellation policy,  you’ll be refunded automatically to your original payment method. We’ll send you an email  to confirm when that’s been processed. 

If you're outside the cancellation policy, we won’t be able to refund you but  you may want to get in touch with the salon to check if they’re happy to.

The logic behind that is simple - when an appointment is prepaid online, we forward the payment directly to the salon (because after all, they’re the ones providing you with the treatment). This means that only they have the permissions to authorise a refund.

So, it's good to request a refund directly from the salon and they can let us know if we should process it or not.

Refunds for prepaid orders are sent to the original payment method quickly after this. Bank card, Apple & Google Pay payments will be back with you within 3-5 business days, PayPal can take a little longer - up to 10 days. We'll send you an email confirmation when the funds are on their way to you.