Refund Policy

Introduction

At Open Groves, we are committed to providing exceptional Open Groves and ensuring your complete satisfaction. This Refund Policy outlines the terms and conditions for refunds, cancellations, and rescheduling of our services.

By booking any of our services, you agree to the terms of this Refund Policy. Please read this policy carefully before making a booking.

Booking Deposits

To secure your appointment with Open Groves, we require a non-refundable booking deposit. The deposit amount varies depending on the service:

• Personal Styling: 30% of the total service fee
• Wardrobe Organization: 30% of the total service fee
• Event Styling: 40% of the total service fee
• Virtual Styling: 30% of the total service fee

This deposit serves to secure your appointment time in our schedule and covers preliminary preparation work specific to your styling needs. The deposit is applied toward the total cost of your service.

Important: The booking deposit is non-refundable. However, it may be transferable to another service or date in certain circumstances as outlined below.

Cancellation Policy

We understand that circumstances may arise that require you to cancel your scheduled appointment. Our cancellation policy is as follows:

Client-Initiated Cancellations

• More than 7 days before appointment: Full refund of any amounts paid (excluding the non-refundable deposit). The deposit may be transferred to a future booking within 3 months.
• 3-7 days before appointment: 50% refund of any amounts paid (excluding the non-refundable deposit). The deposit may be transferred to a future booking within 3 months, subject to a £25 administrative fee.
• Less than 48 hours before appointment: No refund of any amounts paid. The deposit may be transferred to a future booking within 1 month, subject to a £50 administrative fee, at our discretion.
• No-show: No refund of any amounts paid. The deposit is forfeited.

Open Groves-Initiated Cancellations

If we need to cancel your appointment due to unforeseen circumstances:

• You will be offered the option to reschedule at a convenient time; or
• You will receive a full refund of all amounts paid, including the deposit.

In case of stylist illness, emergency, or other unavoidable circumstances, we will make every effort to notify you as soon as possible and offer alternative options.

Rescheduling Policy

We understand that plans can change, and we offer the following options for rescheduling your appointment:

• More than 7 days before appointment: You may reschedule once at no additional charge, subject to availability.
• 3-7 days before appointment: You may reschedule once, subject to a £20 rescheduling fee and availability.
• Less than 48 hours before appointment: Rescheduling is subject to a £40 fee and availability.

All rescheduling requests must be made in writing via email to [email protected] or through our online booking system. Appointments may only be rescheduled once; subsequent changes will be treated as a cancellation of the original appointment and a new booking.

Service-Specific Refund Terms

Different services may have specific refund terms as outlined below:

Satisfaction Guarantee

At Open Groves, we stand behind the quality of our services. If you are not completely satisfied with your styling experience, please notify us within 48 hours of service completion by emailing [email protected] with specific details about your concerns.

Our satisfaction guarantee includes the following options:

• A follow-up consultation to address your concerns and adjust recommendations
• A partial credit toward a future service
• In exceptional circumstances, a partial refund may be considered

Please note that our satisfaction guarantee is based on reasonable expectations and is assessed on a case-by-case basis. It applies to the quality of the service provided, not to subjective style preferences or changes of mind.

The satisfaction guarantee does not apply if:

• You did not follow the pre-appointment instructions provided
• You were not forthcoming about your preferences, lifestyle needs, or budget constraints during the consultation
• You are requesting a refund for reasons unrelated to the quality of service provided

Refund Process

When a refund is approved, the following process applies:

• Refunds will be issued to the original payment method used for the booking
• Refund processing time depends on your payment method and financial institution:
  • Credit/debit card refunds typically process within 5-10 business days
  • Bank transfer refunds typically process within 3-5 business days
• You will receive an email confirmation when your refund has been processed

All refund requests must be submitted in writing to [email protected] and include:

• Your full name
• Date of service
• Type of service
• Reason for refund request
• Booking reference number

Gift Certificates

Our gift certificate policy includes the following terms:

• Gift certificates are non-refundable but may be transferred to another recipient
• Gift certificates expire 12 months from the date of purchase unless otherwise specified
• Expired gift certificates cannot be extended, refunded, or redeemed
• Gift certificates may be used to book any service of equal or lesser value
• If the service chosen is of greater value than the gift certificate, the difference must be paid at the time of booking
• No cash refunds will be issued for unused portions of gift certificates

Digital Products

For digital products such as style guides, wardrobe checklists, or online courses:

• All digital products are non-refundable once the download link has been provided or access has been granted
• If you experience technical difficulties accessing your digital product, please contact [email protected] within 24 hours of purchase
• We do not offer refunds for digital products based on change of mind or if you simply don't use the product

Force Majeure

Open Groves shall not be liable for any failure or delay in performing our obligations where such failure or delay results from any cause that is beyond our reasonable control (Force Majeure Event).

Force Majeure Events include, but are not limited to:

• Natural disasters or severe weather conditions
• Government actions or restrictions
• Public health emergencies or pandemics
• Civil disorder, riots, or terrorist attacks
• Fire, explosion, or accidental damage
• Collapse of building structures or failure of utility services

In case of a Force Majeure Event, we will:

• Notify you as soon as reasonably possible
• Use reasonable efforts to reschedule your appointment
• If rescheduling is not possible within a reasonable timeframe, provide a credit or refund at our discretion

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after such changes constitutes your acceptance of the new Refund Policy.

We recommend reviewing this policy periodically to stay informed of any updates.

Contact Us

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

Open Groves
Studio 08, Owen Knolls
North Evelyn, NE10 8JX
United Kingdom
Email: [email protected]
Phone: +44 0115 657 430

We aim to respond to all inquiries within 2 business days.

This Refund Policy is effective as of May 15, 2023.