Refund and Cancellation Policy

1. OVERVIEW

(a) This Refund Policy applies to all bookings made through the MakeupMunch Platform for mehndi services provided by independent Artists.

(b) The refund amount and eligibility depend on several factors, including:

1. The timing of the cancellation relative to the scheduled appointment
2. The type of booking (standard service or bridal package)
3. The reason for cancellation
4. Whether the cancellation is initiated by the Customer or the Artist

(c) All refunds are subject to verification and approval by MakeupMunch. We reserve the right to deny refunds in cases of suspected fraud or abuse.

(d) The Platform Fee charged by MakeupMunch is generally non-refundable, except in specific circumstances outlined in this policy.

2. CANCELLATION BY CUSTOMER

2.1 Standard Cancellation Policy

(a) The refund amount depends on when you cancel relative to your scheduled appointment:

2.2 Bridal Package Cancellation

(a) Due to the significant time commitment, preparation, and exclusivity involved in bridal packages, special cancellation terms apply:

2.3 How to Cancel

(a) To cancel a booking, you may:

1. Log in to your MakeupMunch account
2. Navigate to "My Bookings"
3. Select the booking you wish to cancel
4. Click "Cancel Booking" and confirm your cancellation
5. You will receive a confirmation email with refund details within 24 hours

(b) Alternatively, you may contact our support team at support@makeupmunch.com or call +91-124-456-7890 to request a cancellation.

3. CANCELLATION BY ARTIST

3.1 Full Refund Guarantee

(a) If an Artist cancels your confirmed booking for any reason, you will receive a full refund of all amounts paid, including the Platform Fee.

(b) This refund will be initiated within 24 hours of the Artist's cancellation and processed within 3-5 business days, depending on your payment method.

3.2 Our Commitment

(a) In case of Artist cancellation, MakeupMunch will:

1. Notify you immediately via email, SMS, and app notification
2. Provide recommendations for alternative Artists based on availability and your preferences
3. Offer a 10% discount code for your next booking as an apology for the inconvenience
4. Prioritize rebooking assistance for time-sensitive events (weddings, festivals, engagements)

3.3 Artist Accountability

(a) Artists who cancel confirmed bookings are subject to penalties under our Artist Policy. We take reliability seriously and work only with Artists who maintain high standards of professionalism.

4. NO-SHOW POLICY

4.1 Customer No-Show

(a) If you fail to be present at the scheduled time and location without prior cancellation:

1. The Artist will wait for up to 30 minutes past the scheduled time
2. If you do not arrive or respond within this period, the booking will be marked as a "No-Show"
3. No refund will be provided for no-shows
4. Repeated no-shows (three or more) may result in account restrictions or suspension

4.2 Artist No-Show

(a) If an Artist fails to arrive within 30 minutes of the scheduled time without prior communication:

1. You will receive a full refund of all amounts paid
2. You will also receive a 15% credit toward your next booking
3. The Artist will be penalized according to our Artist Policy
4. We will make every effort to find an alternative Artist if time permits

5. SERVICE QUALITY ISSUES

5.1 Dispute Resolution

(a) If you are dissatisfied with the service quality, you must raise a dispute within 48 hours of service completion. To file a dispute:

1. Go to "My Bookings" in your account and select the relevant booking
2. Click "Report an Issue"
3. Provide a detailed description of the problem
4. Upload photographs documenting the issue (mandatory for design-related complaints)
5. Submit your dispute for review by our team

5.2 Eligible Quality Issues

(a) Refunds or partial refunds may be considered for the following issues:

1. Significant design deviation: The applied design substantially differs from what was agreed upon or shown in reference images
2. Incomplete service: The Artist did not complete the agreed scope of work
3. Allergic reaction: Adverse skin reaction due to materials used by the Artist (with medical documentation)
4. Professional misconduct: Inappropriate or unprofessional behavior by the Artist
5. Late arrival impacting service: Artist arrived more than 30 minutes late, affecting the quality or completion of the work

5.3 Review Process

(a) Our dispute resolution team will:

1. Acknowledge your complaint within 24 hours
2. Contact the Artist for their perspective and any supporting information
3. Evaluate all evidence provided by both parties
4. Make a fair and impartial determination within 5 business days
5. Communicate the decision and any refund details to you

5.4 Partial Refunds

(a) Depending on the severity of the issue, we may offer partial refunds ranging from 10% to 100% of the service fee. The exact amount will be determined on a case-by-case basis, taking into account:

1. The nature and extent of the issue
2. Evidence provided by both parties
3. The Artist's history and ratings
4. Any mitigating circumstances

5.5 What We Cannot Refund

(a) Refunds will generally not be provided for:

1. Change of mind after service completion
2. Natural fading of mehndi (this is expected and varies by skin type, typically 1-3 weeks)
3. Color intensity differences (mehndi color varies based on individual skin chemistry, body temperature, and aftercare)
4. Issues reported after the 48-hour dispute window
5. Damage caused by customer actions (premature water exposure, rubbing, scraping, etc.)
6. Subjective aesthetic preferences not communicated before the service
7. Slight variations from reference images due to the handmade nature of mehndi art

6. RESCHEDULING

6.1 Free Rescheduling

(a) You may reschedule your booking once for free, subject to the following conditions:

1. The rescheduling request is made more than 48 hours before the original appointment
2. The new date and time are subject to Artist availability
3. The new date must be within 30 days of the original scheduled date

6.2 Rescheduling Fees

(a) Rescheduling requests made less than 48 hours before the appointment may incur a rescheduling fee of up to 10% of the booking value. This fee is subject to Artist approval and may be waived in extenuating circumstances.

6.3 How to Reschedule

(a) To reschedule, navigate to "My Bookings" in your account, select the booking you wish to reschedule, and click "Reschedule". Choose a new date and time from the Artist's available slots. The Artist must confirm the new schedule for the rescheduling to be complete.

7. REFUND PROCESSING

7.1 Processing Time

(a) Once a refund is approved, the processing time depends on your payment method:

Note: These processing times are estimates. Actual time may vary based on your bank or payment provider's policies.

7.2 Refund Method

(a) Refunds will be credited to the original payment method used for the booking. We cannot process refunds to different accounts or alternative payment methods for security reasons.

7.3 MakeupMunch Credits

(a) In some cases, you may be offered MakeupMunch Credits instead of a monetary refund. Credits:

1. Are valid for 12 months from the date of issue
2. Can be used for any booking on the Platform
3. Cannot be transferred to another account or exchanged for cash
4. May offer additional value (e.g., INR 1,000 refund may be offered as INR 1,200 in credits)

8. SPECIAL CIRCUMSTANCES

8.1 Force Majeure

(a) In case of events beyond reasonable control ("Force Majeure"), including but not limited to natural disasters, pandemics, government restrictions, civil unrest, or severe weather, we will work with you to either:

1. Reschedule your booking at no additional cost to a mutually convenient date
2. Provide a full refund or equivalent credit
3. Find an alternative Artist if the original Artist is unavailable

8.2 Medical Emergencies

(a) If you or the Artist experiences a medical emergency that prevents the service from occurring, please contact us immediately. With appropriate documentation (medical certificate, hospital records), we will:

1. Provide a full refund or free rescheduling
2. Waive any applicable cancellation fees

8.3 Weather-Related Cancellations

(a) For outdoor events where severe weather prevents safe service delivery:

1. The Artist will attempt to reschedule within 24-48 hours if possible
2. If rescheduling is not possible, a full refund will be provided
3. Indoor alternatives should be discussed with the Artist at the time of booking for outdoor events

9. PLATFORM FEE

(a) The Platform Fee (typically 10-15% of the booking value) charged by MakeupMunch covers the cost of operating the Platform, including:

1. Secure payment processing and fraud prevention
2. 24/7 customer support
3. Artist vetting, verification, and quality assurance
4. Platform development, maintenance, and security
5. Marketing and customer acquisition

(b) The Platform Fee is non-refundable except in the following circumstances:

1. Artist cancellation
2. Artist no-show
3. Verified service quality issues where MakeupMunch or the Artist is at fault
4. Force Majeure events
5. Platform errors affecting the booking

10. FRAUD PREVENTION

(a) MakeupMunch takes fraud seriously. We employ various measures to detect and prevent fraudulent refund requests, including but not limited to transaction monitoring, pattern analysis, and verification procedures.

(b) Fraudulent refund requests or abuse of the refund policy may result in:

1. Denial of the refund request
2. Permanent suspension of your Account
3. Reporting to appropriate law enforcement authorities
4. Legal action to recover any losses incurred

(c) All refund requests are reviewed by our team, and we reserve the right to request additional documentation or verification before processing any refund.

11. APPEALS

(a) If you disagree with a refund decision, you may file an appeal within 7 days of receiving the decision by emailing appeals@makeupmunch.com with the following information:

1. Your booking reference number
2. The original dispute reference number
3. A detailed explanation of the reason for your appeal
4. Any additional evidence or documentation supporting your case

(b) Appeals are reviewed by a senior member of our dispute resolution team. A final decision will be communicated within 7 business days of receiving the appeal.

(c) Appeal decisions are final and binding. No further appeals will be entertained for the same booking or dispute.

12. CONTACT US

(a) For refund-related queries, you may contact us through the following channels:

(b) Please have your booking reference number ready when contacting us for faster assistance.

(c) We may update this Refund Policy from time to time. Changes will be effective upon posting to this page. The "Last Updated" date at the top indicates when the policy was last revised. Your booking will be subject to the Refund Policy in effect at the time of booking.