Refund policy

Last updated: 7 July 2026

Thank you for choosing Pretty Woman. This Refund and Cancellation Policy explains how cancellations, rescheduling, deposits, no-shows, refunds, gift cards, weddings and kids pamper party bookings are handled.

This Policy applies to appointments, services, packages, wedding bookings, kids pamper parties, gift cards and online purchases made with Pretty Woman.

Nothing in this Policy affects your statutory rights.

1. Standard appointment cancellations

Please give at least 48 hours’ notice if you need to cancel or reschedule your appointment.

If you cancel or reschedule with less than 48 hours’ notice, we may charge 50% of the service price.

If you cancel on the day of your appointment or do not attend, we may charge 100% of the service price.

Where you have paid a deposit or booking fee, we may retain it and apply it towards any cancellation charge.

2. Rescheduling

We understand that plans can change. If you need to reschedule, please contact us as soon as possible.

Where you give at least 48 hours’ notice, we will do our best to move your appointment to a suitable alternative time, subject to availability.

Repeated rescheduling, short-notice changes or failure to attend may require full payment in advance for future bookings.

3. Late arrival

Please arrive on time.

If you are running late, please contact us as soon as possible.

If you are more than 15 minutes late and have not contacted us, we may cancel your appointment and the full appointment price may still be payable.

If you arrive late and we are still able to carry out part of the service, we may need to shorten or adapt the treatment. The full price may still be payable because the appointment time was reserved for you.

4. No-shows

A no-show is when you do not attend your appointment and do not give notice.

No-shows may be charged at 100% of the service price.

We may require full payment in advance before accepting any future bookings after a no-show.

5. Deposits and booking fees

Some appointments, packages, weddings, kids parties and event bookings require a deposit or booking fee.

Deposits and booking fees secure your date, time, preparation work, stock planning and diary space.

If you attend your appointment, your deposit will usually be deducted from the final balance unless stated otherwise.

If you cancel late, cancel on the day, do not attend, or breach our Terms of Service, your deposit may be retained and additional cancellation charges may apply.

If we cancel your appointment and cannot offer a suitable alternative, we will refund any deposit or payment you have made for the cancelled service.

6. Refunds for completed services

We do not usually offer refunds simply because you change your mind after a service has been provided.

However, this does not affect your statutory rights.

Services will be provided with reasonable care and skill. If you believe there is a problem with your treatment or service, please contact us as soon as possible, ideally within 24 hours, so we can review the issue.

Please include your name, appointment date, service received, a description of the issue and clear photos where relevant.

Please do not remove, alter, pick off, file down, repaint, soak off or have another salon change the treatment before giving us the opportunity to assess it. If the treatment has been altered by you or someone else, it may affect our ability to help.

Where required by law or appropriate in the circumstances, we may offer a suitable remedy such as advice, correction, repeat performance, a price reduction or a refund.

7. Nail services

Nail results and longevity can be affected by your natural nails, nail condition, lifestyle, aftercare, medication, allergies, product compatibility, exposure to water or chemicals, picking, biting, impact or other factors outside our control.

Please follow the aftercare advice given.

If you experience lifting, chipping, breakage, irritation, discomfort or any other issue, please contact us as soon as possible and ideally within 24 hours.

We may ask you to attend an assessment before deciding whether any repair, correction or other remedy is appropriate.

8. Makeup and hairstyling services

Makeup and hairstyling results can be affected by skin type, hair type, product compatibility, weather, humidity, tears, touch, allergies, skin preparation, hair preparation and aftercare.

Please tell us before your appointment about allergies, sensitivities, skin conditions, scalp conditions, hair extensions, hair length, hair thickness, preferred style and any concerns.

If you are unhappy with your look during the appointment, please tell us straight away so we can make reasonable adjustments where possible.

Once the service is completed and you have left the appointment or event, refunds are not usually given unless required by law.

9. Wedding bookings

Wedding bookings often involve reserved dates, planning, communication, trials, travel and preparation.

Your wedding deposit, payment schedule, trial dates, travel charges and balance due date will be confirmed at the time of booking or in your wedding quote.

If you cancel a wedding booking after one or more trials have taken place, the cost of completed trials will be deducted from any refund due.

If your wedding package included free or included trials, those trials still have a value. If you cancel after the trials have taken place, we may deduct the value of the completed trials from any refund.

If you need to change your wedding date, we will try to transfer your booking to the new date, subject to availability. If we are unavailable on the new date, this will be treated as a cancellation by you unless we agree otherwise.

Additional travel, parking, early starts, venue changes, extra people or added services may be non-refundable once agreed or incurred.

If we have to cancel your wedding booking and cannot provide a suitable replacement or alternative, we will refund payments made for services not provided. We are not responsible for wider wedding costs, venue costs, photography costs, travel costs, accommodation costs or other losses unless the law says otherwise.

10. Kids pamper party bookings

Kids pamper parties usually require a 50% deposit at the time of booking, with the remaining balance due on the day unless agreed otherwise.

The deposit secures the party date, preparation work, decorations, materials, stock, administration and diary time.

If you cancel a kids pamper party with more than 7 days’ notice, we will try to reschedule the party to a suitable alternative date, subject to availability.

If you cancel with less than 7 days’ notice, the deposit may be retained.

If you cancel on the day, if we arrive and cannot access the venue, if the party cannot safely go ahead due to lack of adult supervision or unsafe conditions, or if the party is cancelled after we have travelled or set up, the full balance may still be payable.

If fewer children attend than originally booked, the original package price may still apply because the time, stock, preparation and set-up were reserved for the agreed party size.

If more children attend than booked, additional charges may apply and we may not be able to provide all activities to extra guests.

If we cancel the party and cannot offer a suitable alternative, we will refund payments made for services not provided.

11. Gift card refunds

Gift cards are available to buy online in selected denominations.

Gift cards are not usually refundable once purchased, except where required by law.

If you buy a gift card online and have not used it, you may have a legal right to cancel within 14 days, depending on the circumstances. If the gift card has been used in full or in part, we may not be able to refund the used amount.

Gift cards cannot be exchanged for cash.

Lost, stolen or expired gift cards may not be refunded or replaced unless we agree otherwise or the law requires otherwise.

Gift cards do not expire.

12. Online bookings and 14-day cancellation rights

If you book or buy from us online, by phone, by message, by email or through social media, you may have a legal right to cancel within 14 days in certain circumstances.

Where that right applies, the cancellation period normally starts the day after the contract is made.

If you ask us to provide a service during the 14-day cancellation period, you agree that we may begin providing the service before the cancellation period ends.

If you cancel after we have started work, provided part of the service, carried out a trial, travelled, prepared personalised items, or incurred reasonable costs at your request, you may have to pay for the services provided and reasonable costs incurred.

If the service has been fully performed with your agreement during the cancellation period, you may lose the right to cancel that service.

Some services booked for a specific date or event may be treated differently under consumer cancellation rules. This may include certain wedding, party, event or dated appointment services.

This section does not replace our usual 48-hour cancellation policy. Both may apply depending on the booking and the circumstances.

13. Products and physical items

If we sell physical products, your statutory rights apply.

If a product is faulty, not as described or not of satisfactory quality, please contact us as soon as possible with your order details and photos where relevant.

We do not accept returns of used cosmetics, opened hygiene-sensitive items or personalised items unless they are faulty or the law requires otherwise.

14. Personalised or custom items

Personalised, custom-made or specially prepared items may not be refundable once production, preparation or personalisation has started, unless they are faulty or the law requires otherwise.

This may include personalised party items, custom gift bags, event materials or other items prepared specifically for your booking.

15. Refund processing times

Approved refunds will be made to the original payment method where possible.

Refunds usually take 7–10 working days to process after approval, but your bank or payment provider may take longer to show the funds in your account.

We are not responsible for delays caused by banks, card providers, Shopify, payment processors or other third-party providers.

16. If we cancel

If we need to cancel your appointment, booking, package, party or wedding service, we will contact you as soon as reasonably possible.

We will try to offer a suitable alternative appointment or date.

If we cannot offer a suitable alternative, we will refund payments made for the cancelled service.

We are not responsible for additional losses, costs or expenses unless the law says otherwise.

17. How to cancel

To cancel or reschedule, please contact us as soon as possible using:

Pretty Woman
Email: dominika@pretty-woman.co
Phone: 07862 736056

Please include your name, appointment date, service booked and whether you would like to cancel or reschedule.

18. Model cancellation form

You may use the form below if you have a legal right to cancel an online, phone, message, email or distance booking. You do not have to use this form; you can also contact us clearly by email, phone or message.

To: Pretty Woman
Email: dominika@pretty-woman.co
Postal address: 3 Meddler Mews, Bury Road, Kentford, CB8 7PY

I hereby give notice that I cancel my contract for the following service, booking, gift card or purchase:

Service / purchase:
Ordered or booked on:
Appointment or event date, if applicable:
Name of customer:
Customer address:
Customer email:
Customer phone number:
Date:

19. Contact us

For questions about this Refund and Cancellation Policy, please contact:

Pretty Woman
Email: dominika@pretty-woman.co
Phone: 07862 736056
Postal address: 3 Meddler Mews, Bury Road, Kentford, CB8 7PY