Cancellation Policy

Your appointment

Every Born appointment is reserved exclusively for you. Time is set aside specifically for your session, and in many cases the studio is prepared in advance for your visit. Last-minute cancellations leave little opportunity to offer the appointment to another client. This policy helps us manage the diary fairly while respecting your consumer rights.

To cancel or request a different appointment, email paul@born.uk.com or text 07872 822884 as soon as you can. You can also contact Paul using the business details below.

Booking confirmation and deposits

Deposits are discretionary, not compulsory for every booking. Paul will tell you whether a deposit is requested and agree the booking arrangements with you.

• Without a deposit: a booking is confirmed when Paul and the client agree the appointment date and time.
• Where a deposit is required: the booking is normally confirmed when the deposit has been received, unless otherwise agreed.

The established deposit amounts, where requested, include:

• Makeup appointments: £50.
• Makeup lessons: £70 on the £140 lesson.
• Premier Studio Experience: £200 on the £400 experience.

These amounts do not mean that every service or every client must pay a deposit. Any arrangement for another service will be discussed with you rather than assumed.

At least 48 hours’ notice

You may cancel or rearrange your appointment without charge by giving at least 48 hours’ notice.

If a deposit has been paid, it will be refunded in full. If you explicitly request it, we can instead hold it towards your next booking. We will not automatically retain your deposit for a future booking.

Appointments can be moved to another available date by agreement with Paul.

Less than 48 hours’ notice

Our normal approach to a late cancellation is:

• Where a deposit has been paid, we normally retain that deposit rather than ask you to pay the rest of the appointment fee.
• Where no deposit has been paid, we normally request 50% of the total appointment fee.
• We do not normally pursue the full appointment fee.

These are starting points, not automatic penalties. Any amount retained or requested must be fair and proportionate to the reasonable loss caused by the cancellation, taking account of costs saved and any replacement booking we can reasonably obtain. We will take reasonable steps to reduce that loss.

If the normal amount would exceed that loss, we will reduce or waive it and refund any excess deposit. A deposit already paid is credited against any charge; we will not charge twice for the same loss. We will explain any charge if you ask.

This approach can apply where plans change because of personal circumstances, work commitments or travel arrangements, but individual circumstances and statutory rights will always be considered.

Exceptional circumstances

We understand that genuine emergencies can happen. Paul may waive a charge entirely in exceptional circumstances, including serious illness, injury or bereavement. Please get in touch as soon as you reasonably can.

Rearranging an appointment

If you contact us at least 48 hours before your appointment, we will be happy to move your booking to another available date without charge.

Appointments cannot normally be rearranged within 48 hours because the time has already been reserved. Please contact Paul to discuss the circumstances. If the original appointment cannot go ahead, any cancellation charge is assessed under the same fair-loss approach above.

Late arrivals and missed appointments

Please let Paul know if you are running late. Your appointment will normally still finish at the scheduled time so that other clients are not affected.

If you are more than 15 minutes late without notice, or there is no longer enough time to provide the service reasonably, Paul may need to shorten or cancel the appointment after considering the circumstances.

If an appointment is missed or cancelled because of late arrival, we use the same starting points as for late cancellation: normally retaining a paid deposit, or requesting 50% where no deposit was paid. The fair-loss assessment, any costs saved or replacement booking, exceptional circumstances and your statutory rights still apply. There is no automatic full-fee charge.

Where part of a service is provided, Paul will explain any payment for that work and any loss from the time reserved, without recovering the same loss twice or imposing an additional penalty.

Cancellation by Born

Very occasionally, we may need to cancel or rearrange an appointment due to illness or other unforeseen circumstances. In these cases, you will be offered either an alternative appointment or a full refund of any payment already made.

Wig refurbishment cancellations

Before work begins

You may cancel and have your wig returned. You are responsible for the return postage, subject to any applicable statutory right that requires a different outcome.

After work begins

If you cancel after cleaning or styling has started, you are normally expected to pay for the work actually completed and the return delivery charge. We will explain the amount. This is subject to your statutory rights, including the rules below if work starts during a statutory cancellation period.

Wig refurbishment is not treated as automatically exempt from statutory cancellation rights.

Your statutory cancellation rights

This policy does not affect your statutory consumer rights. Where a legal right to cancel or receive a refund applies, it takes priority over the appointment charges and deposit arrangements above.

For a service contract arranged at a distance, such as by email or telephone, you will normally have 14 days after the day the contract is agreed to cancel without giving a reason, unless a specific legal exception applies. A booking for a particular date does not by itself mean that every Born service is exempt.

To exercise an applicable right, send a clear statement that you wish to cancel to paul@born.uk.com, text 07872 822884 or write to the address below. You can use the optional form below, but do not have to. Sending your notice before the statutory period ends is sufficient; it does not depend on Paul replying before the deadline.

If you validly cancel under that right, any refund due will be made without undue delay and within 14 days of being informed of your cancellation, subject to any payment lawfully due for services already supplied at your express request.

Work starting during the cancellation period

If you want work, including wig refurbishment, to begin during an applicable statutory cancellation period, Paul will ask for your express request to start early and explain the cancellation and payment implications. Sending a wig or making an enquiry does not by itself give that request.

If you then cancel before the work is complete, payment for services supplied during that period can only be required where the legal conditions have been met, including the required information and your express request. Any payment must be proportionate to the work supplied, rather than an automatic full fee.

You only lose an applicable statutory cancellation right after a service has been fully performed where you expressly requested the early start and acknowledged in advance that the right would be lost once the service was fully performed.

Where the legal conditions for charging have not been met, we will not rely on this policy to require a payment that the law does not permit. Return delivery charges also remain subject to your statutory rights.

Contact Born

Email paul@born.uk.com or contact Paul on 07872 822884.

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