Refund Policy

At OpenPlatform, we strive to provide exceptional makeup services and products. We understand that sometimes issues arise, and we have established this Refund Policy to address such situations. This policy outlines when refunds are available and the process for requesting them.

1. Service Refunds

1.1 Deposits and Booking Fees

Deposits and booking fees are generally non-refundable as they secure your appointment time. However, they may be transferred to a rescheduled appointment under certain circumstances as outlined below:

• If you provide the required notice for cancellation (as specified in our Terms and Conditions), your deposit may be transferred to a new appointment scheduled within 3 months of the original date.
• If we need to cancel your appointment due to unforeseen circumstances (artist illness, emergency, etc.), you will be offered either a full refund of your deposit or the option to reschedule.

1.2 Completed Services

For makeup services that have been completed:

• If you are dissatisfied with your service, please inform us immediately, while you are still at your appointment. In most cases, we will make adjustments to ensure your satisfaction rather than providing a refund.
• If adjustments cannot resolve the issue, we may offer a partial refund or credit toward future services at our discretion.
• No refunds will be issued if you express dissatisfaction after leaving your appointment, as we will not have the opportunity to address the concerns immediately.

1.3 Special Circumstances

We understand that emergencies happen. In the following cases, we may offer a full or partial refund, or the option to reschedule, even with short notice:

• Serious illness or injury (medical documentation may be required)
• Death in the immediate family
• Natural disasters or severe weather conditions that prevent safe travel

2. Makeup Class Refunds

2.1 Private Makeup Classes

For private makeup classes:

• Cancellations made 7 or more days before the scheduled class will receive a full refund minus a 10% administrative fee.
• Cancellations made 3-6 days before the scheduled class will receive a 50% refund.
• Cancellations made less than 3 days before the scheduled class are not eligible for a refund but may be rescheduled within 30 days subject to availability.

2.2 Group Classes

For group makeup classes or workshops:

• Cancellations made 14 or more days before the scheduled class will receive a full refund minus a 10% administrative fee.
• Cancellations made 7-13 days before the scheduled class will receive a 50% refund.
• Cancellations made less than 7 days before the scheduled class are not eligible for a refund.
• You may transfer your booking to another person at no additional cost by notifying us at least 24 hours before the class.

3. Product Refunds

For makeup products purchased directly from OpenPlatform:

• Unopened, unused products in their original packaging may be returned within 14 days of purchase for a full refund.
• Products that are defective or damaged upon receipt may be returned within 14 days for a replacement or refund.
• We cannot accept returns on opened or used products for hygiene reasons, unless they are defective.
• Special order items and sale items are final sale and cannot be returned unless defective.

4. Gift Vouchers

Gift vouchers are non-refundable and cannot be exchanged for cash. They are valid for 12 months from the date of purchase and must be used within this period.

5. Bridal Service Refunds

5.1 Trial Sessions

Bridal makeup trial sessions are an essential part of the planning process. Our policy for trials is as follows:

• Trial sessions are non-refundable once completed.
• If you need to reschedule your trial, please provide at least 48 hours' notice to avoid forfeiture of the trial fee.
• If you are not satisfied with your trial, please communicate your concerns during the appointment so that we can make adjustments for your wedding day look.

5.2 Wedding Day Services

For wedding day makeup services:

• The initial deposit (typically 30% of the total cost) is non-refundable as it secures your wedding date.
• Cancellations made more than 60 days before the wedding date will receive a refund of any additional payments made beyond the initial deposit.
• Cancellations made 30-60 days before the wedding date will receive a 50% refund of any additional payments made beyond the initial deposit.
• Cancellations made less than 30 days before the wedding date are not eligible for any refund.
• In the event of a postponement due to circumstances beyond your control, we will make every effort to accommodate your new date without additional deposit, subject to availability.

6. Refund Process

6.1 How to Request a Refund

To request a refund, please contact us:

• By email at [email protected]
• By phone at +448603634606
• In writing to our address: 498 Carter Turnpike, Edenmouth ML3 8PH, United Kingdom

Please include the following information in your request:

• Your full name
• Date of service or purchase
• Description of the service or product
• Reason for the refund request
• Proof of purchase (receipt, confirmation email, etc.)

6.2 Processing Time

Refund requests will be reviewed within 5 business days. If approved:

• Credit card payments will be refunded to the original payment method within 5-10 business days.
• Bank transfers will be processed within 5-10 business days.
• Cash payments will be refunded by bank transfer or check.

7. Disputes and Exceptions

If you believe an exception should be made to this refund policy due to extenuating circumstances, please contact our management team directly. We review each situation on a case-by-case basis and strive to find fair solutions.

In the event of a dispute that cannot be resolved directly, UK consumer protection laws will apply.

8. 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. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

9. Contact Us

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

OpenPlatform
498 Carter Turnpike
Edenmouth ML3 8PH
United Kingdom

Email: [email protected]
Phone: +448603634606

Last Updated: April 1, 2024