Introduction
At MoorLightway, we are committed to ensuring your satisfaction with our professional makeup services. This Refund Policy outlines the terms and conditions regarding deposits, payments, cancellations, and refunds for our services.
Please read this Refund Policy carefully before booking our services. By making a booking with MoorLightway, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.
Deposits
Deposit Requirements
To secure a booking with MoorLightway, we require a non-refundable deposit of 30% of the total service fee. This deposit serves to reserve your chosen date and time and is deducted from the final amount due.
Deposits can be paid via:
- Credit/debit card payment via our secure online payment system
- Bank transfer to our company account (details provided upon booking)
- Other payment methods as specified during the booking process
Deposit Status
All deposits are non-refundable. However, they may be transferable to an alternative date in certain circumstances, as detailed in our Cancellations and Rescheduling section below.
Final Payments
Payment Schedule
The remaining balance for services must be paid according to the following schedule:
- For Bridal Makeup Services: The remaining balance is due 14 days prior to the wedding date
- For Special Event Makeup: The remaining balance is due on the day of the service, before the service begins
- For Photoshoot Makeup: The remaining balance is due on the day of the service, before the service begins
- For Makeup Lessons: The remaining balance is due on the day of the lesson, before the lesson begins
- For Personal Shopping Service: The remaining balance is due on the day of the service, before the service begins
Payment Methods
Final payments can be made via:
- Credit/debit card payment
- Bank transfer (must clear our account before service date)
- Cash (for on-the-day payments only)
Cancellations and Rescheduling
Client Cancellations
If you need to cancel a confirmed booking, the following terms apply:
- Cancellations more than 30 days before the service date: The deposit is non-refundable, but may be transferred to another date within 6 months, subject to availability
- Cancellations 14-30 days before the service date: 50% of the total service fee is chargeable. If only the deposit has been paid, no additional payment is required, but the deposit is forfeited
- Cancellations less than 14 days before the service date: 100% of the total service fee is chargeable. If only the deposit has been paid, the remaining balance will still be due
All cancellations must be made in writing via email to [email protected]. The date of the email will be used to determine the applicable cancellation policy.
Rescheduling Requests
Requests to reschedule a confirmed booking are subject to availability and the following terms:
- Rescheduling requests more than 30 days before the service date: No additional fee, subject to availability. The deposit will be transferred to the new date
- Rescheduling requests 14-30 days before the service date: A 20% rescheduling fee (calculated from the total service amount) will be applied, subject to availability
- Rescheduling requests less than 14 days before the service date: Treated as a cancellation and new booking. The original deposit is forfeited, and a new deposit will be required to secure the new date
We will make every effort to accommodate rescheduling requests, but cannot guarantee availability, especially during peak wedding and event seasons.
Company Cancellations
In the unlikely event that MoorLightway needs to cancel a confirmed booking due to unforeseen circumstances (e.g., artist illness, emergency, etc.), we will:
- Attempt to find a suitable replacement artist of similar skill and experience, or
- Offer to reschedule the service at no additional cost, or
- Provide a full refund of any payments made, including the deposit
In such circumstances, we will contact you as soon as possible to discuss the available options.
Refund Eligibility
Service Quality Issues
While we strive to provide exceptional service every time, we understand that occasionally issues may arise. If you are dissatisfied with the quality of our services, please adhere to the following procedure:
- Inform the makeup artist of your concerns immediately during or immediately after the service, allowing them the opportunity to address the issue on the spot
- If the issue cannot be resolved immediately, contact our customer service team within 24 hours of the service by email to [email protected], providing details of the concern and, where possible, photographs
- Our management team will review your case and respond within 48 hours
Refunds or partial refunds for quality issues will be assessed on a case-by-case basis. Factors considered include:
- The nature and severity of the issue
- Whether the opportunity to rectify the issue was provided at the time of service
- Photographic or other evidence of the issue
- Whether the issue was due to factors within our control
Allergic Reactions or Skin Sensitivity
If you experience an allergic reaction to products used during our services:
- You must inform us of any known allergies or sensitivities before the service
- If you have extremely sensitive skin, we recommend booking a patch test prior to your service
- If a reaction occurs despite these precautions, please seek medical attention if necessary and contact us within 24 hours
Refunds in cases of allergic reactions will be considered if:
- You informed us of all known allergies prior to the service
- You followed our pre-service preparation instructions
- You provide medical documentation of the reaction
Service Not As Described
If you believe the service provided significantly differed from what was described and agreed upon at booking, please:
- Provide specific details of the discrepancy in writing
- Include reference to the original service description
- Submit your claim within 24 hours of service completion
Such claims will be reviewed on a case-by-case basis.
Trial Sessions
Bridal Makeup Trials
For bridal makeup services, we strongly recommend a trial session. Please note:
- Trials are charged separately from the wedding day makeup service
- Trial fees are non-refundable, even if you decide not to book the wedding day service
- If you are dissatisfied with a trial, we encourage you to provide feedback so adjustments can be made for your wedding day
- We do not provide refunds for trials based on stylistic preferences or if the result differs from reference photos, as trials are specifically designed to test and adjust styles
Group Bookings
For bookings involving multiple clients (e.g., bridal party, group events), the following applies:
- Changes to the number of people requiring services must be communicated at least 14 days prior to the service date
- Reductions in the number of people within 14 days of the service date will not result in a reduced fee – the original quoted amount will still be due
- Additions to the group are subject to artist availability and may incur additional fees
Processing of Refunds
Refund Method
If a refund is approved, it will be processed using the same payment method used for the original transaction, unless otherwise agreed:
- 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 by bank transfer to an account specified by you
Refund Timeline
Approved refunds will be processed within 14 business days from the date of approval. Please note that depending on your payment provider, it may take additional time for the refund to appear in your account.
Force Majeure
MoorLightway shall not be liable for any failure or delay in performing our obligations where such failure or delay results from any cause beyond our reasonable control. Such causes include, but are not limited to:
- Natural disasters or severe weather conditions
- Public health emergencies or government restrictions
- Power or transportation failures
- Acts of war, terrorism, or civil unrest
In the event of a Force Majeure situation:
- We will make reasonable efforts to reschedule services
- If rescheduling is not possible, we will offer a credit valid for 12 months
- If services cannot be provided due to Force Majeure, but we have incurred costs in preparation, a partial refund may be offered
Complaints Procedure
If you are dissatisfied with any aspect of our service or the application of this Refund Policy, we encourage you to:
- Contact us at [email protected] with a detailed explanation of your concerns
- Include any relevant documentation or photographs
- Provide your booking reference and contact information
We will acknowledge your complaint within 2 business days and aim to provide a full response within 10 business days.
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 Refund Policy periodically.
For bookings already confirmed, the Refund Policy in effect at the time of booking will apply.
Contact Us
If you have any questions about our Refund Policy, please contact us:
- By email: [email protected]
- By phone: +44 6832 593549
- By mail: 3 Bailey Ways, Butlermouth, NG5 1JR, United Kingdom
