Refund Policy

Last Updated: January 15, 2025

At Novel Crest Paper, we strive to provide exceptional professional makeup artistry services. This Refund Policy outlines the circumstances under which refunds may be issued and the procedures for requesting them. Please read this policy carefully before booking our services.

1. General Refund Policy

Due to the personalized nature of our makeup artistry services and the time allocated specifically for each client, our refund policy varies depending on the type of service, timing of cancellation, and specific circumstances.

2. Deposits

2.1 Non-Refundable Deposits

Deposits paid to secure bookings are non-refundable under normal circumstances. Deposits serve to:

• Reserve your specific date and time
• Compensate for turning away other potential clients
• Cover administrative and preparation costs

2.2 Deposit Amounts

Typical deposit requirements:

• Bridal Services: £100-150 or 30% of total package cost
• Special Events: £50-75
• Makeup Lessons: £50
• Group Bookings: Variable based on party size

Deposits are deducted from the final service cost upon completion of service.

3. Cancellation Refund Schedule

3.1 Individual Appointments and Special Events

More than 48 hours before appointment:

• Full refund of all payments except non-refundable deposit
• Refund processed within 5-7 business days

24-48 hours before appointment:

• 50% refund of payments made (excluding deposit)
• Option to reschedule without additional fees (subject to availability)

Less than 24 hours before appointment:

• No refund
• Rescheduling may be possible with additional fees

3.2 Bridal Packages

Due to the specialized nature and advance planning required for bridal services:

More than 60 days before wedding date:

• Full refund of payments made, excluding deposit
• Trial session fees are non-refundable if already completed

30-60 days before wedding date:

• 50% refund of payments made
• Trial session fees non-refundable

Less than 30 days before wedding date:

• No refund
• We will attempt to find a replacement artist if circumstances require

3.3 Makeup Lessons and Consultations

More than 72 hours before scheduled lesson:

• Full refund excluding deposit

Less than 72 hours before scheduled lesson:

• No refund, but may reschedule once within 30 days

4. Service Satisfaction and Quality Issues

4.1 During Service

If you are unhappy with your makeup during the application process:

• Please inform your makeup artist immediately
• We will make adjustments and corrections at no additional charge
• Our artists will work with you until you are satisfied

4.2 Post-Service Complaints

If you are dissatisfied after leaving our studio or after a mobile service:

• Contact us within 24 hours at [email protected] or +440338763913
• Provide photographs and detailed description of concerns
• We will review your complaint and respond within 48 hours

Refunds for quality issues are handled on a case-by-case basis and may include:

• Partial refund if issues are verified
• Complimentary corrective service
• Credit toward future services

5. Circumstances Beyond Our Control

5.1 Artist Illness or Emergency

If we must cancel due to artist illness or emergency:

• Full refund of all payments including deposit, or
• Rescheduling with a qualified replacement artist at no additional cost, or
• Postponement to a mutually agreed date

5.2 Force Majeure Events

In cases of severe weather, natural disasters, pandemics, or government restrictions:

• Services may be rescheduled without penalty
• Full refunds available if rescheduling is not possible
• No cancellation fees apply

5.3 Client Illness or Emergency

If you must cancel due to documented medical emergency or bereavement:

• Contact us as soon as possible
• Provide documentation when available
• We will work with you to reschedule or provide appropriate refund
• Each case reviewed individually with compassion and flexibility

6. No-Show Policy

If you fail to attend your scheduled appointment without prior notification:

• No refund will be issued
• Full payment becomes immediately due
• Rescheduling requires new booking and full prepayment

7. Late Arrival Policy

Arriving late for your appointment:

• Up to 15 minutes late: Service will proceed with potentially shortened time
• 15-30 minutes late: Service may be significantly shortened or rescheduled
• More than 30 minutes late: Treated as no-show; no refund

No refunds are provided for shortened services due to late arrival, as the full time slot was reserved exclusively for you.

8. Refund Processing

8.1 Refund Timeline

Approved refunds are processed as follows:

• Card payments: 5-10 business days to return to your account
• Bank transfers: 3-5 business days
• Cash payments: Bank transfer or check within 7 business days

8.2 Refund Method

Refunds are issued using the original payment method whenever possible. If this is not feasible, alternative arrangements will be made with your agreement.

8.3 Processing Fees

Any payment processing fees charged by third-party providers are non-refundable and may be deducted from refund amounts.

9. Alternative to Refunds

Instead of a refund, we may offer:

• Service Credit: Full value to use within 12 months
• Rescheduling: Move your appointment to a more convenient date
• Service Upgrade: Enhanced service at your next appointment
• Transfer: Transfer your booking to another person

10. Refund Request Procedure

To request a refund:

1. Contact us as soon as possible via:
   • Email: [email protected]
   • Phone: +440338763913
2. Provide:
   • Your full name and booking reference
   • Date and type of service booked
   • Reason for refund request
   • Supporting documentation if applicable
3. Await confirmation:
   • We will acknowledge your request within 24 hours
   • Decision provided within 48 hours
   • Approved refunds processed according to timeline above

11. Non-Refundable Items

The following are non-refundable under all circumstances:

• Booking deposits
• Completed trial sessions
• Completed services (unless quality issues are substantiated)
• Products purchased for personal use
• Travel fees for mobile services if service was provided
• Late fees or no-show charges

12. Group Bookings

For parties of 3 or more:

• Individual cancellations follow standard policy
• Reducing group size may affect per-person pricing
• Group deposits cover the entire party and are non-refundable
• Partial refunds available if cancellation notice exceeds 7 days

13. Consumer Rights

This Refund Policy does not affect your statutory rights under UK consumer protection law. If you believe we have breached consumer protection regulations, you may contact:

• Citizens Advice Consumer Service: 0808 223 1133
• Trading Standards via your local authority

14. Exceptions and Discretion

While this policy outlines our standard approach, we understand that exceptional circumstances may arise. Novel Crest Paper reserves the right to consider refund requests outside these guidelines on a case-by-case basis at our sole discretion.

15. Policy Updates

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Bookings made prior to policy changes will be governed by the policy in effect at the time of booking.

16. Contact Information

For refund requests or questions about this policy:

Novel Crest Paper
4 Brandon Terrace Foxtown
RG14 2EL, United Kingdom
Phone: +440338763913
Email: [email protected]
Operating Hours: Monday-Saturday, 9:00 AM - 7:00 PM
Registration No: 53875417

We are committed to fair treatment of all clients and will handle all refund requests professionally and promptly. Your satisfaction is important to us, and we appreciate your understanding of our policies.