Urban Meadow

Last Updated: April 15, 2024

1. Introduction

At Urban Meadow, we strive to provide exceptional makeup services and customer satisfaction. We understand that circumstances may arise that require you to cancel or reschedule your appointment, or that you may occasionally be dissatisfied with our services. This Refund Policy outlines the terms and conditions regarding deposits, payments, cancellations, rescheduling, and refunds for our services.

2. Deposits

2.1 Deposit Requirements

To secure your booking with Urban Meadow, we require a non-refundable deposit. The deposit amount varies by service type:

• Standard Makeup Services: 30% of the total service cost
• Bridal Makeup: £95 for trial and 50% of the wedding day service cost
• Group Bookings (3+ people): 30% of the total service cost
• Makeup Lessons and Workshops: 50% of the total service cost
• Commercial/Production Makeup: As specified in the project contract

2.2 Deposit Purpose

Your deposit serves to:

• Reserve your appointment date and time
• Cover our preparation costs
• Compensate for potential lost business from declining other bookings for the same time slot

3. Cancellation Policy

3.1 Standard Services (Non-Bridal)

Our cancellation policy for standard makeup services is as follows:

• More than 48 hours' notice: Deposit can be transferred to a rescheduled appointment within 3 months of the original date (one-time transfer only)
• Less than 48 hours' notice: Deposit is non-refundable and non-transferable
• No-show: Full payment is required, and no refund will be issued if pre-payment was made

3.2 Bridal Services

Due to the specialized nature of bridal bookings and the significant advance planning required, our bridal cancellation policy is more structured:

• Trial Cancellation:
  • More than 7 days' notice: Trial fee can be rescheduled once without penalty
  • Less than 7 days' notice: Trial fee is non-refundable but may be rescheduled with a £30 rescheduling fee
  • Less than 48 hours' notice: Trial fee is non-refundable and non-transferable
• Wedding Day Cancellation:
  • More than 90 days before the wedding: 50% of the deposit is refundable
  • 60-90 days before the wedding: Deposit can be transferred to another service or another date within 6 months (subject to availability)
  • 30-59 days before the wedding: Deposit is non-refundable
  • Less than 30 days before the wedding: Full payment is required as specified in the bridal contract

3.3 Group Bookings

For group bookings of 3 or more people:

• More than 14 days' notice: Deposit can be transferred to a rescheduled appointment within 3 months
• 7-14 days' notice: 50% of the deposit is refundable, or the full deposit can be transferred to a rescheduled appointment within 3 months
• Less than 7 days' notice: Deposit is non-refundable and non-transferable

3.4 Makeup Lessons and Workshops

For individual and group makeup lessons:

• More than 7 days' notice: Full deposit refund or transfer to another date
• 3-7 days' notice: Deposit can be transferred to another date within 3 months
• Less than 3 days' notice: Deposit is non-refundable

3.5 Commercial/Production Bookings

Cancellation terms for commercial and production bookings are specified in the individual project contract. Generally, these terms are:

• More than 14 days' notice: Full deposit refund
• 7-14 days' notice: 50% of the deposit is refundable
• Less than 7 days' notice: Deposit is non-refundable
• Less than 48 hours' notice: 50% of the total project fee is payable

4. Rescheduling Policy

4.1 Standard Services

Appointments may be rescheduled subject to the following terms:

• More than 48 hours' notice: One free reschedule, subject to availability
• Less than 48 hours' notice: Rescheduling fee of £25 applies
• Second reschedule (regardless of notice period): Additional £25 fee applies

4.2 Bridal Services

Rescheduling for bridal services follows these guidelines:

• Trial Appointment:
  • More than 7 days' notice: One free reschedule
  • Less than 7 days' notice: £30 rescheduling fee
• Wedding Date:
  • More than 90 days' notice: One free reschedule, subject to availability
  • 60-90 days' notice: Rescheduling fee of £100, subject to availability
  • Less than 60 days' notice: Treated as a cancellation and new booking; original deposit is non-refundable

All wedding date rescheduling is subject to artist availability for the new date.

5. Service Dissatisfaction

5.1 During Service

If you are dissatisfied with any aspect of your makeup application during the service, please inform your artist immediately so they can make adjustments to ensure your satisfaction.

5.2 After Service

If you are dissatisfied with your makeup after the service has been completed:

• Notify us within 24 hours of service completion
• Provide specific details about the issue and, if possible, photographs
• We will assess each situation individually and may offer one of the following remedies:
  • Touch-up service (if logistically possible)
  • Partial refund
  • Credit toward future services

5.3 Bridal Trial Dissatisfaction

If you are dissatisfied with your bridal trial:

• Communicate your concerns during the trial so the artist can make adjustments
• If still dissatisfied after adjustments, we offer a second trial at a 50% discount
• If you decide not to proceed with booking us for your wedding day after the trial, the trial fee remains non-refundable

6. Refund Process

6.1 Eligible Refunds

When a refund is approved according to the policies outlined above, we will process it using the following guidelines:

• Refunds will be issued using the original payment method where possible
• Credit card refunds typically process within 5-10 business days, depending on your card issuer
• Bank transfer refunds typically process within 3-5 business days

6.2 Refund Requests

To request a refund, please:

1. Contact us by email at [email protected]
2. Include your name, service date, and reason for the refund request
3. Provide any supporting documentation if applicable (e.g., medical certificate for illness-related cancellations)

We will review your request and respond within 3 business days.

7. Special Circumstances

7.1 Illness or Emergency

In cases of serious illness, bereavement, or other significant emergencies, we may make exceptions to our standard policies. Supporting documentation may be required (e.g., medical certificate). Each case will be evaluated individually.

7.2 Artist Illness or Emergency

If we need to cancel your appointment due to artist illness, emergency, or unforeseen circumstances:

• We will notify you as soon as possible
• We will offer to reschedule your appointment at a mutually convenient time
• If rescheduling is not possible, we will provide a full refund of any payments made
• For wedding bookings, we will make every effort to arrange a replacement artist of similar skill level

7.3 Severe Weather or Force Majeure

In cases of severe weather conditions or other events beyond our reasonable control that make it impossible to provide services:

• We will work with you to reschedule the appointment
• If rescheduling is not possible, we will issue a refund minus any non-recoverable expenses already incurred

8. Gift Certificates and Prepaid Packages

8.1 Gift Certificates

Gift certificates are subject to the following terms:

• Valid for 12 months from the date of purchase
• Non-refundable but transferable to another person
• Cannot be exchanged for cash
• Standard cancellation and rescheduling policies apply to appointments booked using gift certificates

8.2 Prepaid Packages

For prepaid service packages:

• Valid for 12 months from the date of purchase
• Non-refundable once the first service in the package has been redeemed
• If no services have been redeemed, a refund may be issued minus a 10% administration fee
• Individual appointments within a package are subject to our standard cancellation and rescheduling policies

9. Contact Information

For any questions or concerns regarding our Refund Policy, please contact us at:

Urban Meadow
5 Anthony Pike
Port Tyler, SN7 8NR
United Kingdom

Email: [email protected]
Phone: +441834545941

10. Policy Updates

We reserve the right to update or modify this Refund Policy at any time. Changes will be posted on our website with the updated revision date. Any bookings made prior to a policy change will be subject to the policy in effect at the time of booking.