Introduction
At Moment Craft, we understand that circumstances can change. This Refund Policy outlines our terms for deposits, cancellations, refunds, and rescheduling for all our makeup services. We aim to be fair and transparent while maintaining a sustainable business practice.
By booking our services, you agree to the terms outlined in this policy. Please read this document carefully to understand your rights and responsibilities regarding payments and refunds.
We reserve the right to amend this policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. It is your responsibility to review this policy periodically.
Last Updated: May 15, 2024
Deposits and Payments
Standard Appointments
For individual makeup services (non-bridal):
- A 30% non-refundable deposit is required to secure your booking
- The remaining balance is due on the day of service
- Payment methods accepted include credit/debit cards, bank transfers, and cash
Bridal Services
For bridal makeup bookings:
- A 50% non-refundable deposit is required to secure your wedding date
- The remaining balance is due no later than 7 days before the wedding date
- A separate payment is required for the bridal trial, which is not included in the wedding day service fee
Group Bookings
For group bookings (3 or more people):
- A 40% non-refundable deposit is required to secure the booking
- The remaining balance is due no later than 48 hours before the appointment
- Final headcount must be confirmed 7 days before the event
All deposits serve to secure your booking date and time, compensate for preparation time, and cover administrative costs. They also allow us to turn down other bookings for the same time slot.
Cancellation Policy
Standard Appointments
For individual makeup services (non-bridal):
- Cancellation with 48+ hours notice: Deposit is non-refundable but can be applied to a future booking within 3 months
- Cancellation with less than 48 hours notice: Deposit is non-refundable and cannot be transferred
- No-show: Full payment is required and any deposit is forfeited
Bridal Services
For bridal makeup bookings:
- Cancellation with 30+ days notice: Deposit is non-refundable but 50% of the deposit amount can be applied to future services within 6 months
- Cancellation with 14-29 days notice: Deposit is non-refundable and cannot be transferred
- Cancellation with less than 14 days notice: Full payment is required
Group Bookings
For group bookings (3 or more people):
- Cancellation with 14+ days notice: Deposit is non-refundable but can be applied to a future booking within 3 months
- Cancellation with 7-13 days notice: Deposit is non-refundable and cannot be transferred
- Cancellation with less than 7 days notice: 75% of the total booking fee is charged
All cancellations must be submitted in writing via email to [email protected]. The cancellation is only effective once you receive a confirmation email from us acknowledging your cancellation.
Rescheduling Policy
Standard Appointments
- Rescheduling with 48+ hours notice: One free reschedule allowed, subject to availability
- Rescheduling with less than 48 hours notice: 30% rescheduling fee applies
- Second rescheduling request: Treated as a cancellation with a new booking and deposit required
Bridal Services
- Rescheduling with 30+ days notice: Deposit can be transferred to the new date, subject to availability
- Rescheduling with less than 30 days notice: Treated as a cancellation and new booking
- Rescheduling of trial appointments: 48+ hours notice required to avoid charges
Group Bookings
- Rescheduling with 14+ days notice: Deposit can be transferred to the new date, subject to availability
- Rescheduling with less than 14 days notice: 30% rescheduling fee applies in addition to the deposit
All rescheduling requests are subject to our availability. We cannot guarantee that we will be able to accommodate your preferred new date and time.
Refund Conditions
While deposits are generally non-refundable, full or partial refunds may be issued in the following circumstances:
Service Quality Issues
If you are dissatisfied with our services due to legitimate quality concerns:
- You must notify us of your concerns within 24 hours of service completion
- Provide specific details and, if possible, photographs demonstrating the issue
- Depending on the circumstances, we may offer a partial refund, a complementary touch-up, or a credit toward future services
Illness or Emergency
In cases of serious illness or emergency:
- Documentation may be required (such as a doctor's note or other relevant evidence)
- The deposit may be transferred to a future booking within 6 months
- Each situation will be evaluated on a case-by-case basis
Service Cancellation by Moment Craft
If we need to cancel your appointment due to unforeseen circumstances:
- A full refund of all payments made will be issued
- Or, if you prefer, payments can be applied to a rescheduled appointment
- In case of artist illness, we will make every effort to arrange a replacement artist of similar skill level
Refund Processing
Timeframe
When a refund is approved:
- Credit/debit card refunds are typically processed within 3-5 business days
- Bank transfer refunds may take 5-7 business days to appear in your account
- Cash refunds can only be issued in person
Refund Method
Refunds will be issued using the original payment method whenever possible:
- Credit/debit card payments will be refunded to the same card
- Bank transfers will be refunded to the originating account
- Cash payments will be refunded in cash or via bank transfer, as agreed
Changes to Bookings
Adding Services
If you wish to add services to your existing booking:
- Additional services are subject to artist availability
- Requests made less than 48 hours before the appointment may not be accommodated
- Payment for additional services is due at the time of service
Reducing Services
If you need to reduce the services in your booking:
- Changes with 7+ days notice: Adjustments can be made with the deposit applied to the revised services
- Changes with less than 7 days notice: Original booking amount remains due
Changes to Group Size
For changes to the number of people in group bookings:
- Adding people: Subject to artist availability and time constraints
- Reducing group size with 14+ days notice: Charges adjusted accordingly
- Reducing group size with less than 14 days notice: Original quoted price remains due
Special Circumstances
Late Arrivals
If you arrive late for your appointment:
- Your service time may be reduced to accommodate the artist's schedule
- The full service fee will still apply
- If lateness exceeds 30 minutes, it may be treated as a no-show
Force Majeure
In the event of circumstances beyond our control (such as severe weather, natural disasters, or public emergencies):
- We will make every reasonable effort to fulfill your booking
- If services cannot be provided, we will offer rescheduling without penalty
- If rescheduling is not possible, a full refund will be issued
Special Events and Weddings
For weddings or special events that are postponed rather than canceled:
- With 60+ days notice, we will transfer your deposit to the new date, subject to availability
- With less than 60 days notice, a postponement fee may apply
- If we cannot accommodate the new date, our standard cancellation policy applies
Gift Certificates and Prepaid Services
- Gift certificates are non-refundable but are transferable to another person
- Gift certificates have a validity of 12 months from the date of purchase
- Expired gift certificates cannot be extended, refunded, or exchanged
- Prepaid service packages are subject to the same cancellation and refund policies as individual services
Disputes and Resolutions
If you have concerns about our refund policy or wish to dispute a decision:
- Contact us in writing at [email protected] with full details of your concern
- We will acknowledge your message within 48 hours and aim to resolve the matter within 14 days
- All disputes will be handled on a case-by-case basis with careful consideration of the circumstances
Contact Information
For any questions regarding our refund policy or to submit a refund request, please contact us at:
Moment Craft
95 Wilkinson Manors
New Soniachester, KA7 1TH
United Kingdom
Email: [email protected]
Phone: +442135077253
We aim to respond to all inquiries within 48 hours during business days.
