How refunds work and how to request one

Whether you or the salon needs to cancel and you need a refund, here's the deal.

Sometimes you may need to cancel and that's understandable - life happens. If you're within your cancellation conditions you can easily cancel and we'll refund you, no problem. This article walks you through how to do that.

If you're outside your cancellation conditions then you may need to get in touch with the salon first. When an appointment is prepaid online, we forward payment directly to the salon that's been booked. This means that only they have the permissions to authorise a refund - and Treatwell will gladly organise getting your money back to you if the salon approves. 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. If you like, we can also reach out to the salon for you. Just contact us and include your order reference, date of appointment and the email address you used to make the booking and we'll make the request.

Prepaid orders that have been approved by the salon are refunded 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.