Refund Policy

Last Updated: March 2025

1. Introduction

At Sun Cap Box, we are committed to providing exceptional makeup artistry services and customer satisfaction. This Refund Policy explains the circumstances under which refunds may be issued for our services.

Business Information:
Sun Cap Box
954 Robinson Key, East Avaburgh LA8 9RA, United Kingdom
Phone: +44 303 322 6701
Email: [email protected]
Registration Number: 15241422

2. Deposit Policy

2.1 Non-Refundable Deposits

All deposits paid to secure bookings are non-refundable. Deposits serve to reserve your date and time, compensating for turning away other potential clients. Deposit amounts vary by service:

2.2 Deposit Application

Your deposit is applied toward the total cost of services. The remaining balance is due on the day of service unless alternative payment arrangements have been agreed in writing.

3. Cancellation and Refund Terms

3.1 Cancellation Timeline

Refund eligibility depends on when you cancel relative to your scheduled appointment:

3.2 How to Cancel

All cancellation requests must be submitted in writing via:

• Email to [email protected]
• Contact form on our website
• Written letter to our studio address

Important: Cancellations are effective from the date we receive your written request, not the date you decided to cancel. Phone calls alone do not constitute official cancellation.

4. Rescheduling Policy

4.1 Rescheduling Options

If you need to change your appointment date or time:

4.2 Rescheduling Limitations

• Rescheduled appointments must be completed within 6 months of original booking date
• Availability for rescheduled dates is not guaranteed, especially for popular dates and bridal season
• Deposits and payments are not transferable to other services or individuals
• Peak season bookings (May-September for bridal) have limited rescheduling flexibility

5. Bridal Services - Special Refund Terms

5.1 Bridal Package Cancellations

Due to the significant time commitment and booking exclusivity of bridal services, stricter terms apply:

• More than 90 days before wedding: Refund of payments made minus 50% deposit
• 60-90 days before wedding: Refund of 50% of total payments made
• 30-60 days before wedding: Refund of 25% of total payments made
• Less than 30 days before wedding: No refund; all payments forfeited

5.2 Bridal Party Size Changes

Changes to bridal party numbers:

• Additions: Additional charges apply; subject to time availability on the day
• Reductions: Must be confirmed at least 14 days in advance; no refunds for reduced numbers within 14 days
• Last-minute changes: Changes within 48 hours may incur 20% surcharge per additional person

5.3 Trial Session Refunds

Bridal trial sessions are non-refundable once completed. If you cancel a scheduled trial:

• More than 7 days notice: Can reschedule once at no charge
• Less than 7 days notice: Trial fee forfeited

6. Service Satisfaction and Quality Guarantee

6.1 Our Commitment

We strive for 100% client satisfaction. If you're unsatisfied with our service quality, please inform us immediately so we can address concerns during or immediately after the service.

6.2 Service Correction

If you're dissatisfied with the results:

• Inform us during the appointment before leaving
• We will make adjustments at no additional charge
• Once you leave the appointment, corrections are at our discretion
• Photographic evidence of issues must be provided within 2 hours of service completion

6.3 Partial Refund Consideration

Partial refunds may be considered if:

• Significant service quality issues occurred and were documented
• Issues were reported during or immediately after service
• We were unable to adequately address concerns during the appointment
• Issues were caused by our error, not client factors (undisclosed allergies, failure to follow prep instructions, etc.)

6.4 Non-Refundable Situations

Refunds will NOT be issued for:

• Personal preference differences or "change of mind" after service completion
• Client failure to follow pre-appointment preparation instructions
• Makeup appearance after extended wear time (beyond reasonable expectations)
• Reactions caused by undisclosed allergies or sensitivities
• Results affected by client's own actions (rubbing eyes, exposure to water, etc.)
• Photography results dependent on photographer skill and lighting
• Unrealistic expectations not discussed during consultation
• Client lateness resulting in reduced service time

7. Cancellation by Sun Cap Box

7.1 Our Cancellation Reasons

We may need to cancel appointments due to:

• Artist illness or emergency
• Extreme weather conditions affecting travel safety
• Unforeseen emergencies
• Circumstances beyond our reasonable control

7.2 Your Options if We Cancel

If we cancel your appointment, you will receive:

• Option 1: Full refund of all payments made (including deposit) within 5-7 business days
• Option 2: Rescheduling to alternative date at no additional cost with priority booking
• Option 3: Service by alternative qualified artist from our team (subject to your approval)

7.3 Emergency Replacement

For bridal and critical events, we maintain relationships with qualified backup artists. If we cannot personally fulfill your booking due to emergency, we will:

• Provide equally qualified replacement artist at no additional cost
• Ensure replacement artist is briefed on your preferences and requirements
• Offer 10% discount if replacement is necessary

8. Weather and Travel-Related Cancellations

8.1 Severe Weather

In cases of severe weather affecting travel safety:

• We will contact you as early as possible to discuss options
• You may choose to proceed if you believe conditions are safe
• Rescheduling due to severe weather incurs no fee
• If you choose to cancel, standard cancellation terms apply unless weather is officially designated as severe by local authorities

8.2 Travel Disruptions

If you cannot attend due to travel disruptions (transportation strikes, road closures, etc.):

• Contact us immediately with documentation of disruption
• We will work with you to reschedule
• Standard rescheduling fees may be waived at our discretion
• Deposits remain non-refundable unless we agree otherwise in writing

9. Health and Safety Cancellations

9.1 Client Illness

If you are ill on the day of your appointment:

• Contact us immediately
• For contagious illnesses, rescheduling is mandatory
• We may waive rescheduling fees for documented illness
• Refunds not typically provided but rescheduling strongly encouraged

9.2 Skin Reactions and Conditions

If active skin conditions develop before your appointment:

• Inform us at least 48 hours in advance if possible
• We may recommend rescheduling for your safety and comfort
• No penalty for rescheduling due to sudden skin reactions or infections
• Medical documentation may be required for refund consideration

10. Refund Processing

10.1 Refund Timeline

• Approved refunds are processed within 5-7 business days
• Refunds are issued to the original payment method
• Bank processing may take an additional 3-5 business days
• You will receive email confirmation when refund is processed

10.2 Refund Method

Refunds are issued via:

• Credit/Debit Card: Credited to original card used for payment
• Bank Transfer: Transferred to original account
• Cash Payments: Refunded via bank transfer (bank details required)

10.3 Partial Payments

If you paid via multiple methods, refunds will be proportionally returned to each payment method used.

11. Disputes and Complaints

11.1 Refund Dispute Process

If you disagree with a refund decision:

1. Submit detailed written complaint to [email protected] within 7 days
2. Include all relevant documentation, photos, and correspondence
3. We will review and respond within 10 business days
4. If resolution cannot be reached, we offer mediation before legal action

11.2 Documentation Requirements

For refund requests based on service quality issues, provide:

• Clear photographs taken within 2 hours of service completion
• Detailed description of issues
• Evidence of attempts to address concerns during appointment
• Any relevant communication with our team

12. Special Circumstances

12.1 Force Majeure

In cases of events beyond anyone's control (natural disasters, pandemics, government restrictions, etc.):

• We will work cooperatively to find fair solutions
• Rescheduling will be offered without penalties
• Refund decisions made on case-by-case basis
• Client and artist safety is priority

12.2 Bereavement

In cases of bereavement affecting ability to attend:

• We offer compassionate rescheduling without fees
• Refunds considered on case-by-case basis
• Contact us to discuss your circumstances

13. Group Bookings

13.1 Group Booking Refunds

For group bookings (bridal parties, events, etc.):

• Cancellation terms apply to entire group booking
• Individual cancellations within group must occur 14+ days in advance for any refund consideration
• Organizer is responsible for collecting payments and managing group changes
• Minimum group size requirements may affect pricing if numbers reduce

14. Gift Certificates and Promotional Services

14.1 Gift Certificate Refunds

• Gift certificates are non-refundable
• Valid for 12 months from purchase date
• Can be transferred to another person with notice
• No cash value; service-only redemption

14.2 Promotional Offers

• Services booked using promotional discounts follow standard refund terms
• Refund amount based on actual price paid, not original service value
• Promotional codes cannot be reinstated after refund

15. Payment Plan Cancellations

If you're on a payment plan:

• Cancellation terms based on total amount paid to date
• Remaining payment plan obligations may be waived or required depending on cancellation timeline
• Individual payment plan agreements may contain additional specific terms

16. Contact Information for Refund Requests

To request a refund or discuss your options:

Sun Cap Box
954 Robinson Key
East Avaburgh LA8 9RA
United Kingdom

Email: [email protected]
Phone: +44 303 322 6701
Business Hours: Monday-Friday 9:00 AM - 7:00 PM, Saturday 10:00 AM - 6:00 PM

17. Policy Updates

This Refund Policy may be updated periodically. Changes will be posted on our website with an updated date. Bookings are subject to the refund policy in effect at the time of booking.

18. Agreement

By booking services with Sun Cap Box, you acknowledge that you have read, understood, and agree to this Refund Policy. This policy forms part of our Terms and Conditions.