Cancellation & Refund Policy

Cancellation Policy

At SWAYED, we value your time and our hairstylists' expertise. To ensure fairness for all, we have the following cancellation policy in place:

Client Cancellations

  • 36+ hours before the appointment: Full refund of the full payment
  • Between 36 and 12 hours before the appointment: Partial refund. The platform retains service fees, and the hairstylist keeps the deposit.
  • Less than 12 hours before the appointment: The full payment is non-refundable.

In exceptional circumstances, we may review refund requests for cancellations made within 12 hours. If you believe your situation qualifies, please reach out to our team at customercare@getswayed.site for further assistance.

Hairstylists Cancellations

If your hairstylist cancels at any time, you will receive a full refund of the entire sum.

We appreciate your understanding and cooperation in respecting these policies, which help us maintain a seamless experience for both clients and stylists.

Refund Policy

Thank you for using our platform!

It is our goal that every hair appointment that you book through our website and app goes well and exceeds your expectations but we also understand that sometimes some issues might arise.

If an appointment does not meet your expectations, please make sure that you rate your hairstylist directly on the app. Your feedback is very important to us as it allows us to look closely into the services provided through our platform.

If you believe that there was an error in pricing or a serious issue occurred during your appointment, please reach out to our support team. In some cases, your report may be covered by our Client Refund Policy.

So the reporting process goes smoothly, here is what you can expect:

You might be able to receive a partial or full refund depending on the issue. Please make sure that the issue is made known to our support team within the next 72 hours following the service.

As a reminder, SWAYED is a social marketplace connecting users to complete specific hairstyles booked by a client and accepted by a hairstylist within the platform. As a client, you own the decision to book a hair appointment or not.

As a client, it is also your responsibility to check that the information provided is accurate and meets your expectations before completing the booking with the hairstylist.

Once the booking is completed, SWAYED displays information to clients prior the hair appointment, such as:

  • Pricing established by the hairstylist in the app
  • Receipt of payment
  • Hairstylist details such as name
  • Location and time of the service
  • Ratings of the hairstylist

As a client, it is your responsibility to check that the information provided on the receipt and booking is accurate and meets your expectations. Please contact us before your appointment if any update is required.

If you decide to book an appointment through the platform, you are accepting the terms of service and are taking responsibility for what is your duty, e.g. Showing up on time, with the necessary products, etc.

1. When am I eligible to receive a full or partial refund?

Examples of when you may be eligible to receive a full or partial refund include:

  • A fee was charged in error or your booking experienced a technical issue, like an eligible promotion not applying correctly
  • Your hairstylist did not show up to the appointment at your location
  • Your hairstylist showed up late, not within reasonable time, which impacted the time spent on your hair at your location
  • Your hairstylist showed up but there was an issue

2. When am I not eligible to receive a full or partial refund?

Examples of when you will not be eligible to receive a full or partial refund include, but are not limited to:

  • An issue with a hairstylist not meeting your quality expectations
    • You can consult each hairstylist portfolio as well as their ratings on their profiles before booking them to make the most informed decision
  • An issue that was caused by user error, like requesting the wrong type of hairstyle or selecting the wrong type of hair type, incompatible with the services that the hairstylist offers
  • A delay due to uncontrollable events (e.g. traffic, construction)
  • Not having the necessary products for your appointment so preventing the appointment from being completed

Note that any safety-related incidents are taken extremely seriously and are handled by our team, dedicated for you to have the best and safest experience. It can be reported to us at customercare@getswayed.site.

3. Resolving your request

You can submit a request for a refund or a general complaint about your ride to the SWAYED customer service team at customercare@getswayed.site or in the app within 72 hours of encountering an issue. If we determine you are eligible, you should expect any refunds to be returned to your original payment method within 3-5 business days, depending on your bank.

4. What if my refund is denied?

If your refund request is denied, it's likely because SWAYED believes that the hairstyle was completed as promised. This is often the case when clients don't provide enough information about what they're looking for or when there's a misunderstanding about the expectations.

In these cases, your best bet is to reach out to customer service and try to resolve the issue. If you're still not satisfied, you can always leave a negative review for the hairstylist. This will notify other clients about your experience and may encourage them to be more cautious when considering that particular hairstylist in the future.

We investigate each report. Providing inaccurate information about your hair care & hair style experience when disputing fees or charges violates SWAYED community Guidelines and may result in your request being denied and / or your account being deactivated.