Refund Policy

1. Refund Eligibility

1.1 Service Cancellations

Our refund policy for service cancellations is as follows:

• Cancellations made 7 or more days before the scheduled service: 100% refund of the service fee.
• Cancellations made 3-6 days before the scheduled service: 75% refund of the service fee.
• Cancellations made 48-72 hours before the scheduled service: 50% refund of the service fee.
• Cancellations made less than 48 hours before the scheduled service: No refund will be provided. However, we may offer to reschedule the service at our discretion, subject to availability.

1.2 Service Dissatisfaction

We strive to deliver exceptional styling services that meet your expectations. If you are not satisfied with our services, please notify us within 7 days of service completion. We will work with you to address your concerns, which may include:

• Offering a follow-up consultation to address specific issues
• Providing additional recommendations or adjustments to your styling plan
• Offering a partial refund (determined on a case-by-case basis)
• Providing a full refund in exceptional circumstances where we were unable to deliver the agreed-upon service

Refunds for service dissatisfaction are evaluated on a case-by-case basis and are at the discretion of HorizonField management.

1.3 Digital Products and Resources

For digital products (such as style guides, digital lookbooks, or online courses):

• Before Access or Download: Full refund available if you have not accessed or downloaded the digital content.
• After Access or Download: Due to the nature of digital products, no refund will be provided once you have accessed or downloaded the content, unless the product is defective or materially different from the description.

2. Non-Refundable Items and Services

The following items and services are non-refundable:

• Deposits for custom styling packages
• Travel expenses incurred for on-location services
• Gift cards (but they are transferable and valid for the period specified)
• Services already rendered, even partially
• Digital products that have been accessed or downloaded (unless defective)
• Administrative fees associated with booking services

3. Refund Process

3.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact our customer service team at [email protected] or call us at +44 920 550 6805.
2. Provide the following information:
   • Your full name and contact information
   • Order or booking reference number
   • Date of service or purchase
   • Reason for the refund request
   • Any relevant supporting information or documentation
3. Our team will review your request and respond within 3 business days.

3.2 Refund Processing Time

Once a refund is approved, we will process it as follows:

• Credit/Debit Card Payments: Refunds will be issued to the original payment method within 5-10 business days.
• Bank Transfers: Refunds will be processed within 5-10 business days, but may take additional time to appear in your account depending on your bank's processing times.
• Other Payment Methods: Refund processing times may vary based on the payment method. Our team will inform you of the expected timeline when processing your refund.

Please note that while HorizonField processes refunds promptly on our end, it may take additional time for the funds to appear in your account, depending on your financial institution's policies.

4. Special Circumstances

4.1 Rescheduling Services

If you need to reschedule a service, please contact us at least 48 hours in advance. Rescheduling is subject to availability and may be accommodated without penalty if done with sufficient notice.

4.2 Service Cancellation by HorizonField

In the rare event that HorizonField needs to cancel a scheduled service, we will:

• Notify you as soon as possible
• Offer to reschedule the service at a convenient time for you
• Provide a full refund if rescheduling is not possible or desired

4.3 Force Majeure

HorizonField may not be able to provide refunds for cancellations resulting from circumstances beyond our control (force majeure), such as natural disasters, severe weather conditions, or public health emergencies. In such cases, we will work with you to reschedule the service at no additional cost.

4.4 Illness or Emergency

If you need to cancel a service due to illness or personal emergency, please notify us as soon as possible. With appropriate documentation, we may offer more flexible refund terms or rescheduling options at our discretion.

5. Gift Cards and Prepaid Packages

5.1 Gift Cards

Gift cards are non-refundable but are transferable to another person. Gift cards are valid for the period specified on the card, typically 12 months from the date of purchase.

5.2 Prepaid Service Packages

For prepaid styling packages:

• Unused services within a package may be eligible for a partial refund, less any services already used and a 15% administration fee.
• Refund value will be calculated based on the discounted rate applied to the package, not the full individual service value.
• Packages are valid for the period specified at the time of purchase, typically 6-12 months.

6. Exceptions and Discretionary Refunds

HorizonField reserves the right to evaluate refund requests on a case-by-case basis and may, at our sole discretion, offer exceptions to this policy under special circumstances. Factors we consider may include:

• Customer history and relationship
• Nature and severity of the issue
• Whether the issue was within our control
• Attempts made to address the issue
• Supporting documentation provided

Any exceptions made to this policy are done on a goodwill basis and do not constitute a waiver of this policy for future transactions.

7. Contact Information

If you have any questions about our Refund Policy, please contact us:

• By email: [email protected]
• By phone: +44 920 550 6805
• By mail: HorizonField, Studio 94 Callum Mount, Lewisport CA4 9QG, United Kingdom

8. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time at our sole discretion. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after any such changes constitutes your acceptance of the new Refund Policy.

The "Last Updated" date at the top of this page indicates when this policy was last revised. It is your responsibility to check this page periodically for updates.