Refund Policy

1. Introduction

At Trail Brookway, we are committed to providing high-quality styling services that meet or exceed your expectations. We understand that sometimes circumstances change, and you may need to cancel a service or request a refund. This Refund Policy outlines the terms and conditions for refunds and cancellations of our services.

This policy applies to all styling services offered by Trail Brookway, including personal styling, wardrobe editing, special event styling, and virtual styling consultations.

2. Booking Deposits

To secure your appointment, we require a non-refundable deposit of 25% of the total service fee at the time of booking. This deposit is applied toward the total cost of your service.

The purpose of this deposit is to secure your stylist's time and prevent last-minute cancellations that cannot be filled with other clients.

3. Cancellation Policy

3.1 Client Cancellations

Our cancellation policy is as follows:

• More than 7 days before scheduled service: Full deposit refund or option to reschedule without penalty.
• 3-7 days before scheduled service: No refund of deposit, but deposit may be applied to a rescheduled appointment within 3 months of the original date.
• Less than 48 hours before scheduled service: Deposit is forfeited and cannot be applied to future services.
• No-show: Full payment is required, and no refund will be issued for any pre-payments made.

To cancel or reschedule an appointment, please contact us as soon as possible via email at [email protected] or by phone at +44 360 514 8486.

3.2 Trail Brookway Cancellations

In the rare event that we need to cancel your appointment, we will:

• Notify you as soon as possible
• Offer to reschedule your appointment at a time convenient for you
• If rescheduling is not possible or not desired, provide a full refund of any payments made, including the deposit

We reserve the right to cancel services due to stylist illness, emergency, or other unforeseen circumstances beyond our control.

4. Service Satisfaction

4.1 Our Commitment

We are committed to providing exceptional styling services and will make every effort to ensure your satisfaction. Before beginning any service, your stylist will discuss your needs, preferences, and expectations to ensure we deliver the best possible experience.

4.2 Dissatisfaction with Services

If you are not completely satisfied with the services provided, please:

• Inform your stylist during the session so adjustments can be made immediately
• If issues cannot be resolved during the session, contact our customer service team within 48 hours of your appointment

We will work with you to address your concerns, which may include:

• Offering a follow-up session to address specific issues
• Providing a partial refund based on the nature of the concern
• In cases of significant service failure, offering a full refund

Each situation will be evaluated on a case-by-case basis, and our primary goal is to ensure your satisfaction with our services.

5. Refunds for Styling Packages

For styling packages that include multiple services:

• If you've received only a portion of the services included in the package, we will calculate the value of services already rendered at their individual rates, and any remaining balance will be refunded according to our cancellation policy.
• Package discounts will not apply if you cancel a portion of the package, and individual service rates will be used for calculations.

6. Personal Shopping Services

For personal shopping services where Trail Brookway purchases items on your behalf:

• All merchandise purchases are subject to the return policies of the individual retailers.
• We cannot guarantee that retailers will accept returns for all items.
• The styling fee portion of personal shopping services is subject to our standard cancellation policy.

We recommend reviewing retailer return policies before authorizing purchases.

7. Virtual Styling Services

For virtual styling consultations:

• Technical difficulties on the client's end (poor internet connection, hardware issues, etc.) are not grounds for a refund.
• If technical difficulties on our end prevent the completion of a virtual consultation, we will reschedule or provide a refund.
• Digital deliverables (style guides, shopping lists, etc.) are considered final once delivered and are not eligible for refunds unless they significantly deviate from what was promised.

8. Gift Certificates

Gift certificates for Trail Brookway services:

• Are non-refundable
• Cannot be redeemed for cash
• Are valid for 12 months from the date of purchase
• May be transferred to another person

After the expiration date, gift certificates lose their value and cannot be honored.

9. Processing of Refunds

When a refund is approved:

• Refunds will be issued using the same payment method used for the original transaction.
• Credit card refunds typically take 5-10 business days to appear on your statement, depending on your card issuer.
• Bank transfers may take 3-5 business days to process.

10. Dispute Resolution

If you believe a refund request has been unfairly denied:

• Contact our customer service manager at [email protected] with details of your case.
• Include your booking reference, date of service, nature of the issue, and any previous communication regarding the matter.
• We will review your case and respond within 5 business days.

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

12. Contact Us

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

Trail Brookway
815 Tanya Trafficway
Emmaside W5 5PA
United Kingdom

Email: [email protected]
Phone: +44 360 514 8486