A legal disclaimer
At Kurland Kollective, we aim to be fair and transparent about refunds for bookings and payments.
1. General principle
Refunds are given where fair and reasonable, taking into account your notice and our ability to fill the appointment slot. The earlier you cancel, the more likely you are to receive a full or partial refund.
2. Cancellations with 48+ hours’ notice
If you cancel your appointment with at least 48 hours’ notice, we will usually:
• Offer a full or partial refund, or
• Convert your payment or deposit into a credit for a future appointment, at our discretion.
This applies to all services unless you have specifically booked a “big colour job” (complex or multiple‑process colour appointment).
3. Big colour / longer appointments – 48‑hour rule
For big colour jobs (e.g., full head colour, balayage, double‑process or long‑duration colour services):
• You must give at least 48 hours’ notice to cancel without financial penalty.
• If you cancel within 48 hours of your appointment for a big colour job, the deposit is non‑refundable and must be honoured.
• If you cancel within 24 hours, you will not receive a refund and the deposit is forfeited.
However, if the reason is a genuine emergency, we may:
• Reschedule your appointment to a new date and time.
• Move your deposit with you to the new booking, so it is not lost.
The decision on whether a situation is treated as an emergency is at our discretion.
4. Cancellations within 24–48 hours (non‑colour / standard appointments)
For standard services that are not big colour jobs:
• If you cancel within 24–48 hours of your appointment, we may offer a partial refund or credit if we are unable to fill your slot.
• If we are able to fill your slot, no refund will usually be given, but we may still offer a credit.
5. Last‑minute cancellations within 24 hours
If you cancel within 24 hours of your appointment (and it is not a big colour job or emergency reschedule):
• You will not receive a refund.
• We may, at our discretion, offer a credit toward a future appointment.
6. No‑show appointments
If you do not attend your appointment and do not contact us (no‑show), you will not receive a refund.
This applies to all services, including deposits and full payments.
7. Deposits
For longer or higher‑value services, including big colour jobs, a non‑refundable deposit may be required to secure your booking.
• The deposit is not refundable if you cancel within 48 hours (for big colour jobs) or 24 hours (for other services), unless treated as an emergency and rescheduled.
• If your appointment is rescheduled due to an emergency, your deposit will move with you to the new date.
• If you attend as planned, the deposit will be deducted from your final bill on the day of your appointment.
8. Technical or booking errors
If there is a clear technical issue (for example, a booking went through twice or the wrong service was charged), we will correct this and issue a refund or credit as soon as possible. Please contact us to report the issue within 7 days of the payment or booking.
9. How to request a refund
To request a refund, please contact us:
• Email: kurlandkollective@gmail.com
• Phone: +447563415299
Please include:
• Your name and contact details.
• Your appointment date and time.
• The service booked (e.g., “big colour job” or “standard cut and colour”).
• The payment method used.
• A brief reason for your refund request.
We will respond within 5–7 working days and let you know whether your refund is approved and how it will be processed.
10. Changes to this policy
We may update this Refund Policy from time to time. Any significant changes will be posted on our website or in‑salon noticeboard.