Refund & Cancellation Policy

1. Our Commitment

At MakeupWallah, we strive to provide exceptional service experiences by connecting customers with talented beauty professionals. We believe in maintaining a fair and transparent policy that protects the interests of our customers, service providers (Artists/Vendors), and our platform.

Important: MakeupWallah operates as a marketplace platform connecting customers with independent beauty service providers. We facilitate bookings but do not directly provide beauty services. This policy applies to all bookings made through our platform.

2. Cancellation Policy

2.1 Customer Cancellations

• Within 24-48 hours of booking: Cancellations will be considered if the request is made within 1-2 days of placing the order, provided the Artist/Vendor has not yet been notified or has not initiated service preparation.
• After Artist/Vendor engagement: Once the Artist/Vendor has been notified and has accepted the booking, or has begun preparation (including purchasing materials, blocking their schedule, or commencing travel), cancellation requests will not be entertained.
• After service commencement: No cancellations or refunds will be provided once the Artist/Vendor has started traveling to the service location or has begun providing the service.
• No-show policy: If a customer is not available at the scheduled time and location, this will be considered a no-show, and no refund will be provided.

2.2 Non-Cancellable Services

The following bookings are non-cancellable once confirmed:

• Event-based services (weddings, parties, photoshoots) booked more than 48 hours in advance
• Services requiring special materials or products to be purchased by the Artist/Vendor
• Premium or customized service packages
• Services where the Artist/Vendor has already commenced travel or preparation

2.3 Artist/Vendor Cancellations

If an Artist/Vendor cancels a confirmed booking without valid reason, customers will receive a full refund. MakeupWallah will make reasonable efforts to arrange an alternative service provider of similar quality and expertise.

3. Refund Policy

3.1 Eligible Refund Scenarios

• Early cancellation: Full refund if cancellation is made within 1-2 days of booking and before Artist/Vendor engagement.
• Service quality issues: If the service provided is significantly different from what was advertised or is of unacceptable quality, customers must report this to our Customer Service team within 1-2 days of service completion with supporting evidence (photos, videos, detailed description).
• Artist/Vendor no-show: Full refund if the confirmed Artist/Vendor fails to appear at the scheduled time without prior notice or valid reason.
• Platform error: Full refund if there was a technical error or system malfunction that resulted in incorrect booking details or charges.

3.2 Non-Refundable Scenarios

• Completed services: No refunds will be provided once the service has been completed, unless there are documented quality issues as outlined in section 3.1.
• Artist/Vendor has commenced work: No refunds if the Artist/Vendor has started traveling to the location, begun service preparation, or purchased materials for the service.
• Late cancellation: Cancellations made after the Artist/Vendor has accepted and prepared for the booking.
• Customer dissatisfaction with subjective preferences: Refunds will not be provided for subjective preferences (e.g., "I don't like the makeup style") unless the service significantly deviates from the agreed-upon style or description.
• Customer no-show: No refund if the customer is not available at the scheduled time and location.

3.3 Partial Refunds

In certain circumstances, MakeupWallah may offer partial refunds at its discretion, including but not limited to:

• Service was partially completed due to unforeseen circumstances
• Minor quality issues that do not warrant a full refund
• Mutual agreement between customer and Artist/Vendor with platform mediation

4. Refund Process

1. Request submission: Contact our Customer Service team at support@makeupwallah.com with your booking details, reason for refund request, and any supporting documentation.
2. Review period: Our team will review your request within 2-3 business days and may contact you for additional information.
3. Artist/Vendor verification: We will verify the status of the booking with the Artist/Vendor to ensure fair assessment.
4. Decision notification: You will be notified of the refund decision via email within 5-7 business days.
5. Refund processing: If approved, refunds will be processed to your original payment method within 16-30 days, depending on your bank or payment provider.

5. Quality Assurance

We are committed to maintaining high service standards. If you receive a service that does not meet the quality standards advertised:

• Report immediately: Contact our Customer Service team within 1-2 days of service completion with detailed information and evidence (photos, videos, descriptions).
• Investigation: We will investigate the complaint by reviewing the evidence and consulting with the Artist/Vendor.
• Resolution: Based on our findings, we may offer a refund, partial refund, complimentary service, or other appropriate remedy.

6. Products with Warranty

For any products purchased through our platform that come with manufacturer warranties, please refer warranty-related issues directly to the manufacturer. MakeupWallah will assist in facilitating communication but is not responsible for manufacturer warranty claims.

7. Dispute Resolution

In case of disputes between customers and Artists/Vendors regarding service quality or cancellations:

• MakeupWallah will act as a neutral mediator to facilitate fair resolution
• Both parties will be given an opportunity to present their case with supporting evidence
• Our decision will be based on platform policies, evidence provided, and fair business practices
• The decision of MakeupWallah's dispute resolution team will be final and binding

8. Force Majeure

In cases of force majeure events (natural disasters, pandemics, government restrictions, etc.) that prevent service delivery, MakeupWallah will work with both customers and Artists/Vendors to find fair solutions, which may include:

• Rescheduling the service at no additional cost
• Providing service credits for future bookings
• Processing refunds on a case-by-case basis

9. Changes to This Policy

MakeupWallah reserves the right to modify this Refund & Cancellation Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our platform after changes are posted constitutes acceptance of the modified policy.

10. Contact Us

If you have questions about this Refund & Cancellation Policy or need to request a cancellation or refund, please contact us at:
Email: support@makeupwallah.com
Customer Service Hours: Monday - Saturday, 9:00 AM - 7:00 PM IST

We are committed to providing excellent customer service and will respond to all inquiries within 24-48 hours.