Refund Policy

1. Our Commitment to Client Satisfaction

At Biloten Beauty Salon, we are committed to providing exceptional beauty services and ensuring complete client satisfaction. This Refund Policy outlines our procedures for handling refunds, cancellations, and service guarantees.

2. Service Satisfaction Guarantee

2.1 Quality Assurance

We stand behind the quality of our services. If you are not completely satisfied with your treatment, please inform us within 48 hours of your appointment so we can address your concerns promptly.

2.2 Corrective Services

In cases where the service outcome does not meet your expectations or our professional standards, we will offer:

• Complimentary corrective treatment with a senior stylist or aesthetician
• Alternative treatment options at no additional cost
• Product recommendations to address specific concerns

3. Refund Eligibility

3.1 Service Refunds

Refunds for completed services will be considered in the following circumstances:

• Service was not performed according to agreed specifications
• Adverse reaction occurred due to our negligence or failure to follow proper procedures
• Service was significantly interrupted or incomplete due to circumstances within our control
• Safety protocols were not properly followed

3.2 Non-Refundable Services

The following services and circumstances are not eligible for refunds:

• Services completed according to agreed specifications
• Natural variation in service outcomes based on individual factors
• Client dissatisfaction with natural hair growth, skin healing, or treatment progression
• Services where client did not follow pre or post-care instructions
• Adverse reactions due to undisclosed allergies or medical conditions

4. Cancellation Policy

4.1 Standard Cancellation

Appointments may be cancelled or rescheduled with 24 hours advance notice without penalty. Full refund will be provided for prepaid services cancelled within this timeframe.

4.2 Late Cancellation

Cancellations made less than 24 hours before the scheduled appointment will incur:

• 12-24 hours notice: 50% cancellation fee
• Less than 12 hours notice: 75% cancellation fee
• Same-day cancellation: 100% service fee

4.3 No-Show Policy

Failure to attend your scheduled appointment without prior notice will result in forfeiture of any prepaid amounts and a charge equal to 100% of the scheduled service cost.

5. Product Returns and Exchanges

5.1 Unopened Products

Products may be returned within 14 days of purchase if they are:

• In original, unopened condition
• Accompanied by original receipt
• Not part of a customized or special-order package

5.2 Product Exchanges

Unopened products may be exchanged for different products of equal or greater value within 30 days of purchase.

5.3 Opened Products

For health and safety reasons, opened beauty products cannot be returned or exchanged. However, if you experience an allergic reaction or the product is defective, we will work with you to find a suitable solution.

6. Gift Certificate Policy

6.1 Refund Terms

Gift certificates are non-refundable but may be transferred to another person. They must be used within 12 months of the purchase date.

6.2 Partial Use

Gift certificates may be used for partial payments, with remaining balances carried forward until the expiration date.

6.3 Extensions

Gift certificate extensions may be granted in exceptional circumstances at management discretion.

7. Refund Processing

7.1 Refund Timeline

Approved refunds will be processed within:

• Cash payments: Immediate refund available
• Credit/Debit cards: 3-5 business days
• Digital payments: 1-3 business days

7.2 Refund Method

Refunds will be issued using the same payment method as the original transaction unless otherwise agreed upon in writing.

8. Special Circumstances

8.1 Medical Emergencies

In cases of medical emergencies or serious illness that prevent attendance, we will work with clients to reschedule without penalty or provide appropriate refunds with medical documentation.

8.2 Travel Restrictions

For clients affected by travel restrictions or quarantine requirements, we offer flexible rescheduling options and case-by-case refund consideration.

8.3 Salon Closures

If we must cancel appointments due to unforeseen circumstances (weather, emergency, etc.), full refunds or rescheduling will be offered at no additional cost.

9. Dispute Resolution

9.1 Direct Communication

We encourage clients to speak directly with our management team to resolve any concerns before seeking external resolution.

9.2 Written Complaints

Formal complaints may be submitted in writing to our management team. We will respond within 5 business days with our proposed resolution.

9.3 Third-Party Resolution

If internal resolution is not satisfactory, disputes may be referred to appropriate consumer protection agencies or mediation services.

10. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our salon within 48 hours of your service (for service-related refunds)
2. Provide your appointment details and reason for the refund request
3. Allow our team to attempt corrective measures first
4. Complete any required documentation
5. Await management review and decision

11. Policy Updates

This Refund Policy may be updated periodically to reflect changes in our business practices or legal requirements. Updated policies will be posted on our website and communicated to clients as appropriate.