Refund Policy

Our commitment to your satisfaction

Last Updated: June 1, 2024

1. Introduction

At LightRailWay Ltd. ("we," "our," or "us"), customer satisfaction is our priority. This Refund Policy outlines our procedures and guidelines regarding refunds, cancellations, and service satisfaction for our personal styling services and products.

By purchasing our services or products, you agree to the terms of this Refund Policy. Please read this policy carefully before making a purchase.

2. Styling Service Refunds

2.1 Cancellation by Client

Our cancellation policy for styling services is as follows:

  • Cancellation 48+ hours before scheduled service: Full refund minus any non-refundable deposit as specified at the time of booking.
  • Cancellation within 48 hours of scheduled service: No refund will be issued. At our discretion, we may offer to reschedule the appointment or provide a partial credit toward a future service.
  • No-shows: If you fail to attend your scheduled appointment without prior notice, no refund will be issued.

2.2 Cancellation by LightRailWay

In the rare event that we need to cancel your appointment:

  • We will notify you as soon as possible.
  • You will be offered the option to reschedule at your convenience or receive a full refund.
  • If the cancellation results in additional costs to you (e.g., travel arrangements), please contact us to discuss potential compensation on a case-by-case basis.

2.3 Service Satisfaction

We strive to provide exceptional service and value. If you are not satisfied with the quality of our styling services:

  • Please notify us within 7 days of the service completion.
  • Explain your concerns in detail so we can address them appropriately.
  • We will work with you to find a resolution, which may include a partial refund, a complementary follow-up session, or other appropriate remedies depending on the circumstances.

Each situation will be evaluated individually. Our goal is to ensure your satisfaction while maintaining the integrity of our professional services.

3. Package and Prepaid Services

3.1 Service Packages

For prepaid service packages (multiple sessions or services purchased together):

  • Packages are non-refundable once the first service has been rendered.
  • If you wish to cancel an unused package before any services have been provided, a refund may be issued minus a 15% administrative fee.
  • Packages are valid for 12 months from the date of purchase unless otherwise specified.
  • Unused services in a package cannot be exchanged for cash but may be transferable to another person with prior written approval from LightRailWay.

3.2 Gift Certificates

For gift certificates:

  • Gift certificates are non-refundable but are transferable with prior notification to LightRailWay.
  • Gift certificates are valid for 12 months from the date of purchase unless otherwise specified.
  • Expired gift certificates may be honored at our discretion, potentially with additional fees to reflect current pricing.

4. Digital Products and Online Resources

For digital products, downloadable guides, online courses, or virtual services:

  • Due to the nature of digital products, all sales are final once the content has been accessed or downloaded.
  • If you have not accessed or downloaded the digital content, you may request a refund within 14 days of purchase.
  • If you experience technical issues accessing your purchased digital content, please contact our customer service team for assistance before requesting a refund.

5. Personal Shopping Services

5.1 Shopping Service Fees

For personal shopping services:

  • Our professional service fees (the cost of the stylist's time and expertise) are non-refundable once the shopping service has commenced.
  • If you cancel a personal shopping service more than 48 hours in advance, your service fee may be refunded minus a 20% administrative fee or rescheduled at no additional cost.

5.2 Purchased Merchandise

For items purchased during personal shopping services:

  • Items purchased from retailers during personal shopping sessions are subject to the return policies of those individual retailers.
  • We will assist you with returns or exchanges according to the retailer's policies, but cannot guarantee refunds for items where the retailer's return window has expired.
  • Any commission or markup charged by LightRailWay on purchased items will be refunded only if the item is returned in accordance with the retailer's policy.

We recommend reviewing retailer return policies before making purchases during personal shopping sessions.

6. Refund Process and Timeframes

6.1 How to Request a Refund

To request a refund:

  1. Contact us at [email protected] or call +442685603895.
  2. Provide your full name, service details, and reason for the refund request.
  3. Include your order number or booking reference if available.

6.2 Refund Processing Time

If your refund is approved:

  • Credit card refunds typically process within 5-10 business days, depending on your card issuer.
  • Bank transfers may take 3-5 business days to process.
  • Other payment methods will be refunded according to their standard processing times.

6.3 Refund Method

Refunds will be issued using the original payment method whenever possible. If this is not possible, an alternative refund method will be discussed with you.

7. Exceptional Circumstances

7.1 Health and Emergency Situations

In cases of serious illness, injury, or bereavement:

  • Please notify us as soon as possible.
  • We may request documentation to verify the situation (such as a doctor's note).
  • We will work with you to reschedule your service or provide a credit/refund at our discretion, even if it falls within our standard non-refundable timeframes.

7.2 Service Interruptions

If a service must be cut short or is significantly impacted by factors within our control (e.g., stylist illness, scheduling errors):

  • We will offer to reschedule the remainder of the service.
  • If rescheduling is not possible, we will provide a partial refund proportional to the uncompleted portion of the service.

7.3 Force Majeure

In the event of circumstances beyond our reasonable control (such as natural disasters, acts of government, pandemic restrictions):

  • We will make every effort to reschedule your service to a mutually agreeable time.
  • If rescheduling is not possible and we must cancel the service entirely, a full refund will be provided.

8. Dispute Resolution

If you are dissatisfied with our decision regarding a refund request:

  1. Please contact our customer service manager at [email protected] with details of your concern.
  2. We will review your case and respond within 5 business days.
  3. If we cannot reach a mutually satisfactory resolution, you may have rights to pursue the matter through alternative dispute resolution services or small claims court in accordance with UK law.

9. 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. It is your responsibility to review our Refund Policy periodically.

For services booked or products purchased, the Refund Policy in effect at the time of the transaction will apply.

10. Contact Us

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

  • By email: [email protected]
  • By phone: +442685603895
  • By mail: LightRailWay Ltd., 48 Kennedy Row, Fionaburgh, N14 5HW, United Kingdom