Cancellation & Refund Policy

1. Appointment Cancellation & Rescheduling

1.1 Customer-Initiated Cancellation

• You may cancel or reschedule your appointment up to 3 hours before the scheduled time at no extra charge.
• Cancellations or no-shows within 3 hours may incur a nominal charge or may result in forfeiture of any advance payment (if applicable).

1.2 How to Cancel

• Calling the selected Naturals salon branch directly.

2. Membership Vouchers & Packages

This includes membership vouchers and service vouchers purchased online or in-salon.

2.1 Cancellation of Memberships / Vouchers

• All membership vouchers are strictly non-cancellable and non-refundable once activated or used.

2.2 Transferability

• Most membership vouchers are non-transferable unless explicitly specified at the time of purchase.

2.3 Expiry

• All membership vouchers and packages must be used within the validity period.
• No refunds will be provided for unused balance after expiry.

3. Refund Conditions

Refunds are provided only under the following circumstances:

3.1 Duplicate Payment

If you have been charged twice for the same transaction, the duplicate amount will be refunded after payment gateway verification.

3.2 Payment Failure

• If your account is debited but no confirmation is received, the amount is automatically reversed by your bank/payment gateway within 5–7 working days.
• If not received, please contact us with transaction details.

3.3 Service Unavailability

• Technical issues
• Unavailability of staff
• Salon operational issues

In such cases, the franchise salon may offer rescheduling, subject to approval by our operations team.

4. Mode of Refund

• The original mode of payment, or
• Bank transfer (in special approved cases)

Refund timeline:
Naturals processing: 3–7 working days
Bank / payment gateway: additional 3–7 working days
Total estimated time: 7–14 working days

5. No-Refund Scenarios

• Services already consumed or partially consumed
• Dissatisfaction with service quality (a service re-do may be offered instead)
• Expired memberships / vouchers
• Discounted, promotional or special-offer products/services
• No-shows for appointments

6. Contact for Refund & Support

For cancellations, refund assistance or payment-related support, please visit:

Please provide:

• Name
• Mobile number
• Transaction ID
• Date and time of transaction
• Salon branch (if applicable)