Refund policy

1. About this policy

This policy applies to every booking and purchase made through kleurvolshop.com: consultations (colour analysis, body type analysis and face shape analysis), packages, digital products (lookbooks, style reports and makeup guides) and gift vouchers. By paying, you agree to it. Nothing in this policy limits your rights under the Consumer Protection Act 68 of 2008 (CPA).

2. Booking and payment

•       Your booking is confirmed once the full session fee has been paid. Your time is not reserved until payment is received.

•       Payment reserves your time and my preparation for your session.

•       Payment is made through the online checkout only. Kleurvol does not accept or handle cash.

3. Rescheduling and cancellation by you

Notice is counted from the time you tell me in writing (email or WhatsApp) to the start time of your session.

•       72 hours or more: free reschedule, or full credit.

•       24 to 72 hours: 50% of the session fee is retained, and the other 50% is held as credit.

•       Less than 24 hours: 75% of the session fee is retained, and the other 25% is held as credit.

•       No-show, or more than 20 minutes late without notice: 100% of the session fee is retained.

Please also note:

•       Each session may be rescheduled free of charge once, with 72 hours’ notice or more.

•       Retained amounts are a reasonable charge for the time reserved, the preparation done and the opportunity lost to offer your slot to another client (CPA section 17).

•       If I am able to fill your slot with another client, I reduce the retained amount accordingly.

•       Illness (with a medical note), bereavement and genuine emergencies are considered case by case, at my discretion.

4. Credit

•       Where credit applies, I issue a written credit note in your name. Because you pay in full when booking, the credit is held against the amount you have already paid, and you do not pay again to rebook.

•       Credit is valid for 12 months from the date it is issued and can be used for any Kleurvol service. I will remind you before it expires.

•       Credit is non-transferable and has no cash value, except where section 10 says a refund is due.

•       Credit that is not used before it expires is forfeited.

•       For Payflex orders, credit is based on the amount that applies under section 3. Your Payflex instalments remain payable to Payflex as agreed with them.

5. If I cancel or reschedule

•       I will give you as much notice as possible.

•       You may choose a new date, a full credit, or a full refund. Refunds are paid within 7 business days.

•       No cancellation fee and no processing deduction ever applies when I cancel.

6. Digital products (lookbooks, style reports and makeup guides)

•       These are created specifically for you, so they cannot be returned or refunded once delivered, and a change of mind is not a ground for a refund.

•       If a product has an error or does not match what was agreed, tell me within 10 business days of delivery. I will correct it free of charge. If I cannot, I will refund the affected portion (CPA section 54).

•       Makeup guides are digital downloads delivered to you immediately after payment. Because they cannot be returned once delivered, they are not refundable once purchased, including where you are unhappy with a guide or have changed your mind.

•       This does not limit your rights where a guide file is faulty, cannot be opened, or is not as described. In that case, tell me within 10 business days and I will replace it or fix the problem free of charge, or refund you if I cannot (CPA section 54). Where the law gives you a cooling-off right (section 9), that also remains unaffected.

•       If you cancel before I begin work, I will credit the amount paid, less the time already spent. Once work has started, the amount retained reflects the work done.

7. Consultation outcomes

Colour, body type and face shape analysis are professional assessments based on my training and experience. How you feel about the result is not a ground for a refund. If the service was not performed with reasonable care and skill, you are entitled to a remedy under CPA section 54, and I will address it fairly.

8. Packages and gift vouchers

•       Package sessions must be used within 12 months of purchase.

•       You may cancel unused package sessions with 20 business days’ written notice. I will then refund the unused portion, less a reasonable charge for discounts given and costs I have incurred.

•       Gift vouchers are valid for 3 years from the date they are issued (CPA section 63).

9. Online purchases and the 7-day cooling-off right

If you buy online, the Electronic Communications and Transactions Act (section 44) gives you the right to cancel within 7 days without giving a reason or paying a penalty. To the extent the law allows, this right does not apply to services that begin with your consent within those 7 days, to personalised products made to your specification, or to services booked for a specific date or time. Where the right does apply, you receive a full refund with no deduction.

10. Refunds

•       A credit is my standard remedy when you cancel. A refund when you cancel is at my discretion, except where I cancel (section 5), where a defect or non-conformity applies (sections 6 and 7), or where the cooling-off right in section 9 applies. In those cases your entitlement is not affected.

•       Refunds are paid to the original payment method only, within 7 business days of approval. No cash refunds are made.

•       Card payments: where I approve a refund at my discretion, 5% of the amount paid is deducted to cover non-recoverable payment-processing fees. This deduction does not apply where I cancel, where a defect applies, or where the cooling-off right applies. This policy is linked on every service page before you pay.

•       Payflex payments: no processing deduction applies. Refunds are processed through Payflex and cover only the instalments you have paid to date. Payflex adjusts any outstanding instalments.

•       No deduction is made when I issue credit instead of a refund.

11. Payment disputes

If you have a concern about a charge, please contact me before disputing it with your bank or Payflex. Most issues can be resolved quickly.

12. How to cancel or reschedule

Email info@kleurvol.com or WhatsApp 082 700 3610. Please include your name, the date and time of your booking, and whether you would like to reschedule or cancel.

13. Acceptance

By paying, you confirm that you have read and accepted this policy, including the cancellation terms in section 3.