Refund Policy

1. Cancellations by the client

Refunds are issued in line with our cancellation policy.

• •48 hours or more before the appointment — full refund of the service fee and any add-ons. No charge.
• •Between 8 and 48 hours before the appointment — 50 percent of the service fee is retained. The remaining 50 percent is refunded. Add-on fees are subject to the same terms.
• •Less than 8 hours before the appointment — the full service fee is retained. No refund is issued. The contractor has committed their time and travel.
• •No show — the full service fee is retained. No refund is issued. Future bookings may require a deposit.

The travel fee of £18 is paid directly to the contractor on arrival and does not pass through the platform. It is non-refundable once the contractor has travelled to the appointment location.

2. Rescheduling

Appointments rescheduled with 48 hours or more notice are not subject to any charge. Rescheduling within 48 hours is treated as a cancellation and the relevant tier above applies.

3. Service issues

If you are dissatisfied with the service delivered please contact us within 48 hours of the appointment at info@c2chaircare.co.uk. We will review the matter and where appropriate may offer a partial refund, a credit toward a future booking, or a complimentary follow-up appointment at our discretion. We do not issue automatic refunds for matters of personal preference where the service was delivered as booked. This does not affect your statutory rights.

4. Cancellations by C2C Haircare

If we cancel your appointment due to contractor unavailability or circumstances outside our control you will receive a full refund of all fees paid including the travel fee where applicable, priority rebooking at your preferred time, and a goodwill credit of £10 applied to your next booking.

5. How refunds are processed

Refunds are returned to the original payment method used at booking. Processing time is 5 to 10 working days depending on your bank or card provider. Refunds are processed by Stripe and we are unable to expedite this timeline.

6. Contact

To request a refund or raise a concern please contact us at info@c2chaircare.co.uk with your booking reference and details of your request. We aim to respond within one working day.