Stylecz Booking, Cancellation & Refund Policy
Last updated: 3 August 2026Booking confirmation
A booking is confirmed only when Stylecz shows a confirmed status. Check the salon, services, preferred barber if selected, estimated duration, date, time, price, taxes, offer, advance and cancellation terms before confirming. Duration is an estimate and may vary reasonably according to the service, but the salon must obtain the customer's agreement before adding, replacing or materially changing a service or charge. A pending payment or request does not guarantee the slot.
Preferred barber and substitution
Selecting a barber records the customer's preference and is not a guarantee that the barber will remain available. If the preferred barber is unavailable when the customer arrives, the salon must disclose that before starting and request consent for a substitute. The customer may reject the substitute and decline the service. If the affected booking was prepaid, the customer is entitled to a full refund of the affected prepaid amount. Stylecz facilitates the booking and refund workflow but is not responsible for the independent salon's staffing decision except for Stylecz's own acts or duties that cannot legally be excluded.
Customer cancellation or rescheduling
A customer may cancel or reschedule without a cancellation charge until 2 hours before the appointment time. Rescheduling is subject to availability and may change the price or offer, which must be shown before confirmation. The treatment of a request made inside the 2-hour window must be clearly disclosed before booking; no undisclosed charge or debt may be imposed.
Salon cancellation
If a salon cancels a paid booking or cannot provide the confirmed service, the customer is eligible for a refund of the affected prepaid amount. Stylecz may also help reschedule or provide a clearly identified goodwill credit, but a credit will not replace a legally required monetary refund without the customer's agreement.
No-shows and late arrival
Customers should arrive by the confirmed appointment time. A 15-minute grace period applies. After that period, the salon may shorten, reschedule or cancel the appointment only where the remaining time is insufficient, after explaining the available options and any price effect. A customer who does not attend may be marked as a no-show only with a reasonable attendance record. Any no-show treatment must have been clearly disclosed before booking.
Service and safety complaints
Raise a service-quality complaint as soon as reasonably possible through Help & Support with the booking ID, issue and relevant evidence. For alleged misconduct, injury, unsafe conditions or serious hygiene concerns, immediately email [email protected] and contact police, emergency services, a health authority or another appropriate local authority where necessary. The salon has primary responsibility for its premises, staff, hygiene and services. Stylecz may coordinate investigation and remedies but is not liable for independent salon acts except where liability arises from Stylecz's own conduct or cannot legally be excluded.
Refund method and timing
An approved online-payment refund is returned to the original payment method and is normally completed within 5–7 business days. In exceptional cases, the bank or payment provider may take longer. Stylecz will track and escalate a delayed refund and communicate its status and reference when available, but cannot control external banking timelines. Cash payments are normally returned by the salon, with Stylecz assisting where a dispute is raised.
Cancelled after payment
When an eligible paid booking is cancelled, the refund workflow records the approval, initiates the payment-provider refund and tracks it until completed or failed. The normal completion target is 5–7 business days. A failed or delayed refund is escalated for reconciliation and the customer is informed; it is not treated as completed merely because the booking was cancelled.
Exceptions and disputes
Duplicate debits, failed payments, obvious pricing errors, suspected fraud, chargebacks and exceptional events are reviewed individually. We may request proportionate evidence and pause a payout while investigating. Nothing in this policy removes a remedy required by consumer law.