We understand that plans can change. To ensure fairness for all parties, the refund policy depends on the timing of your cancellation:
- 48 hours or more before the appointment:
Full refund (100%) with no additional fees.
- 24 hours before the appointment:
50% of the booking amount will be deducted as compensation to the service provider for reserving the time slot.
- Between 12 hours and 3 hours before the appointment:
20% of the amount will be refunded.
- Less than 3 hours before the appointment or no-show:
No refund will be issued, as the booking is considered canceled with loss of opportunity for the service provider.

2. Cancellation or Delay by the Service Provider:

To ensure a professional experience, the following applies if the service provider fails to meet the appointment:
- Cancellation:
If the service provider cancels for any reason, the client will receive a full refund (100%).
- Delay:
If the service provider is more than 30 minutes late (whether at the salon or for home service), the client has the right to cancel and receive a full refund.

3. Disputes & Service Dissatisfaction Policy:

As beauty services depend on human effort and personal preference, payments are non-refundable after the service is fully delivered. The following conditions apply in case of disputes:
- Complaint Period:
The client must submit a complaint through the Stylance platform within a maximum of 24 hours after the appointment.
- Mediation:
Stylance management will review the complaint (communicating with both parties and requesting photos if necessary).
-Compensation:
If clear negligence or professional error by the service provider is proven, Stylance management has the right to determine appropriate compensation (e.g., wallet credit).

4. Refund Process:

- Stylance Wallet:
To speed up the process, refunded amounts can be added directly to the client’s in-app wallet for future bookings.
- Bank Account:
If the client requests a refund to their card or bank account, the process may take 7 to 14 business days, depending on the payment gateway and issuing bank.

Service Level Agreement (SLA) for Service Providers on Stylance

1. Legal Requirements & Licensing:
- Eligibility:
The service provider confirms possession of all required licenses to offer beauty services (e.g., commercial registration for salons or a valid freelance license).
- Data Updates:
The service provider must promptly update official details, bank account information, and contact numbers if any changes occur.

2. Quality & Hygiene Standards:
- Sanitation & Cleanliness:
Full commitment to sterilizing all tools (e.g., pedicure tools, makeup brushes, hair scissors) before and after each client according to health regulations.
- Product Quality:
Strictly prohibited to use counterfeit, unknown, or expired beauty products. Only professional and safe products must be used.
- Professional Appearance:
Maintain a professional appearance that reflects positively on Stylance, including wearing masks and gloves where required.

3. Appointment Commitment & Booking Management:
- Punctuality:
For home services, the provider must arrive at least 10 minutes early. For salon services, the space must be ready exactly at the scheduled time.
- Booking Confirmation:
The provider must manage their schedule through the platform and avoid accepting bookings beyond their capacity.
- Cancellation Penalties:
Repeated cancellations of confirmed bookings without valid reason (more than 3 times per month) may result in temporary suspension or reduced visibility in search results.

4. Professional Conduct & Platform Rights (No Circumvention):
- No Off-Platform Deals:
It is strictly prohibited to encourage clients to book outside Stylance to avoid platform fees. Violations may result in permanent account suspension (banning).
- Pricing Transparency:
The price displayed on Stylance is final. Providers must not request extra cash or hidden fees from clients.
- Client Privacy:
It is prohibited to take or share client photos (before/after) on social media without explicit written consent.

5. Ratings & Dispute Handling:
- Quality Monitoring:
Stylance reserves the right to monitor client ratings. If the average rating drops below (e.g., 3.5/5), the account may be reviewed or suspended.
- Cooperation in Complaints:
If a complaint is raised, the service provider must respond to Stylance inquiries within 24 hours to help reach a fair resolution.