Refund Policy

At LowtideWay, we are committed to providing high-quality professional makeup services and ensuring client satisfaction. This Refund Policy outlines our procedures regarding deposits, payments, cancellations, and refunds. By booking our services, you agree to the terms of this policy.

1. Deposits and Prepayments

1.1 Deposit Requirements

To secure your booking, we require deposits for the following services:

• Bridal Makeup: 50% of the total service cost
• Bridal Party Packages: 30% of the total service cost
• Special Event Makeup (for groups of 3 or more): 25% of the total service cost
• Editorial/Photoshoot Makeup: 30% of the total service cost
• Makeup Lessons: £50 flat deposit

For individual makeup appointments not listed above, no deposit is required unless the appointment is during a peak period (such as wedding season or holidays), in which case a £30 deposit may be required.

1.2 Deposit Payment Timing

Deposits must be paid within 48 hours of receiving booking confirmation from us. Your appointment is not considered confirmed until your deposit has been received and processed.

1.3 Deposit Payment Methods

Deposits can be paid via credit/debit card or bank transfer. Cash deposits are not accepted.

2. Cancellation and Refund Policy

2.1 Standard Appointments (Individual Services)

For standard individual appointments (not bridal, group, or special event services):

• Cancellation with 48+ hours' notice: Full refund of any deposit paid
• Cancellation with 24-48 hours' notice: 50% refund of any deposit paid
• Cancellation with less than 24 hours' notice or no-show: No refund of deposit

2.2 Bridal Makeup Services

Due to the exclusive nature of bridal bookings, which require us to reserve specific dates that could otherwise be offered to other clients, our bridal cancellation policy is as follows:

• Cancellation more than 90 days before the wedding date: 70% of deposit refunded
• Cancellation 60-90 days before the wedding date: 50% of deposit refunded
• Cancellation 30-59 days before the wedding date: 25% of deposit refunded
• Cancellation less than 30 days before the wedding date: No refund of deposit

2.3 Group Bookings (3+ People)

For group bookings of three or more people for any service:

• Cancellation more than 30 days before the appointment date: Full refund of deposit
• Cancellation 14-30 days before the appointment date: 50% of deposit refunded
• Cancellation less than 14 days before the appointment date: No refund of deposit

2.4 Makeup Lessons

For scheduled makeup lessons:

• Cancellation more than 7 days before the lesson date: Full refund of deposit
• Cancellation 3-7 days before the lesson date: 50% of deposit refunded
• Cancellation less than 3 days before the lesson date: No refund of deposit

2.5 Editorial and Commercial Bookings

For editorial and commercial bookings:

• Cancellation more than 14 days before the booking date: Full refund of deposit
• Cancellation 7-14 days before the booking date: 50% of deposit refunded
• Cancellation less than 7 days before the booking date: No refund of deposit

3. Rescheduling Policy

3.1 Standard Appointments

Requests to reschedule standard appointments must be made at least 48 hours in advance. One reschedule per booking is permitted at no additional charge. Subsequent reschedule requests may incur a £15 administration fee.

3.2 Bridal Services

Bridal services may be rescheduled once without penalty if the request is made more than 60 days before the original wedding date, subject to our availability. Rescheduling requests made less than 60 days before the wedding date will be treated as a cancellation (with the corresponding refund policy applied) and a new booking.

3.3 Group Bookings, Makeup Lessons, and Editorial Bookings

These services may be rescheduled once without penalty if the request is made more than 14 days before the original appointment date, subject to our availability. Rescheduling requests made less than 14 days before the appointment date may result in partial forfeiture of the deposit, based on the corresponding cancellation policy timeframes.

4. Service Quality and Satisfaction

4.1 Trial Makeup Sessions

Bridal and special event trial makeup sessions are an opportunity to establish the desired look before your important day. Payment for trial sessions is due in full at the time of service and is non-refundable, as it represents the time and expertise of our artists.

If you are not satisfied with your trial, please communicate your concerns during the session so our artists can make adjustments. No refunds will be issued after a trial session is completed, but we will note your preferences for the actual event.

4.2 Day-of Service Satisfaction

If you are not satisfied with your makeup application on the day of service, you must inform your makeup artist immediately while still in the chair so that adjustments can be made. Once you have approved the final look and left the chair, it is considered accepted, and no refunds will be issued.

4.3 Allergic Reactions or Sensitivities

We use professional-grade products suitable for most skin types. However, if you have known allergies or sensitivities, it is your responsibility to inform us before your appointment. We can perform a patch test if requested in advance.

If you experience an allergic reaction during your service, we will immediately remove the product and attempt to use hypoallergenic alternatives if available. If the service cannot be completed due to an allergic reaction, a partial refund may be issued at our discretion, based on the portion of the service that was completed.

5. Gift Certificates

5.1 Refund Policy for Gift Certificates

Gift certificates are non-refundable and cannot be exchanged for cash. They are valid for 12 months from the date of purchase.

5.2 Lost or Stolen Gift Certificates

We cannot replace lost or stolen gift certificates. Please treat your gift certificate like cash.

6. Product Purchases

6.1 Unopened Products

Makeup products purchased from LowtideWay may be returned within 14 days of purchase if:

• The product is in its original, unopened packaging
• You have the original receipt or proof of purchase
• The product has not expired

6.2 Opened or Used Products

For hygiene reasons, we cannot accept returns of opened or used makeup products unless they are defective.

6.3 Defective Products

If you receive a defective product, please contact us within 7 days of receipt. We will arrange for a replacement or refund at our discretion.

7. Force Majeure

In the event that LowtideWay cannot perform services due to circumstances beyond our control (such as illness, extreme weather conditions, natural disasters, etc.):

• We will make every reasonable effort to find a replacement artist of similar skill level
• If no replacement can be found, we will reschedule your service at no additional cost
• If rescheduling is not possible, a full refund of any deposits or payments will be issued

8. Processing of Refunds

8.1 Refund Method

Refunds will be processed using the same payment method used for the original transaction, unless otherwise agreed.

8.2 Refund Timing

Approved refunds will be processed within 10 business days of approval. Depending on your payment provider, it may take an additional 3-10 business days for the refund to appear in your account.

9. Disputes and Resolution

If you have a concern regarding our services or this refund policy, please contact us directly to discuss the issue. We aim to resolve all disputes amicably and to our clients' satisfaction whenever possible.

10. Amendments 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.

11. Contact Information

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

• By email: [email protected]
• By phone: +44 2992 247579
• By mail: 17 Mason Wells, New Adrian, LU7 4SW, United Kingdom