1.1 This Cancellation, No-Show and Refund Policy explains what happens when a booking made through the HandSkill Beauty platform at www.handskillbeauty.com is cancelled, rescheduled or missed, and when and how a refund may be available.
1.2 This Policy forms part of, and is incorporated into, the HandSkill Beauty Terms and Conditions. Words defined in those Terms have the same meaning here. In the event of a conflict between this Policy and a cancellation term published by an individual professional, this Policy prevails to the extent that the professional's term is less favourable to the client.
1.3 HandSkill Beauty is a technology marketplace and is not the provider of any service. The contract for a service is between the client and the independent professional. This Policy sets out the rules that apply to bookings made through the platform and the administrative process by which we facilitate the resolution of payment issues. It does not make HandSkill Beauty liable for the performance of any service.
2.1 Services booked through the platform are personal care and appointment-based services performed in person at a specified date, time and place. They are not goods, are not shipped, and are not delivered digitally. References elsewhere to shipping, delivery or return of goods are not applicable to the platform.
2.2 Because a professional reserves a specific period of time for a client and turns away other work in order to do so, cancellation at short notice causes real loss. The rules below balance the client's interest in flexibility against the professional's interest in a reliable schedule.
3.1 All cancellations and requests to reschedule must be made through the platform, using the cancellation or reschedule function on the booking. The time of cancellation is the time the request is submitted through the platform, as recorded by our systems.
3.2 A cancellation communicated only by telephone, message, social media or in person is not effective for the purposes of this Policy, although we will take evidence of it into account if a dispute arises.
3.3 A request to reschedule is effective only when accepted by the other party through the platform. Until it is accepted, the original booking stands.
| Notice given | Refund to client | Released to professional |
|---|---|---|
| More than 48 hours before start time | Full refund of service price and any client fee | Nothing |
| 24–48 hours before start time | 50% of service price | 50% of service price (late cancellation fee) |
| Less than 24 hours before start time | No refund | Full service price |
4.4 The periods in this Section are the minimum protection available to a client. A professional may publish more generous terms in its listing, in which case those terms apply. A professional may not publish terms less generous than those set out above.
4.5 Where the professional has already incurred an unavoidable and specific cost in preparing for the booking, such as the purchase of a bespoke or custom-mixed product or material, the professional may apply for that cost to be retained from an otherwise refundable amount, on production of evidence.
4.6 Gratuities are always refunded in full where a service is not performed.
5.1 Where a professional cancels a confirmed booking for any reason, the client receives a full refund of the service price, of any client fee and of any gratuity, regardless of the timing of the cancellation.
5.2 A professional who cancels a confirmed booking repeatedly, or who cancels at short notice without good reason, may have its listing downranked, restricted, suspended or terminated. Cancellation attributable to illness, injury, bereavement, extreme weather, transport failure or another genuine emergency will not be counted against a professional where evidence is provided on request.
5.3 Where a professional cancels within twenty-four hours of the scheduled start time other than for a reason in Section 5.2, HandSkill Beauty may, at its discretion, offer the affected client assistance in finding an alternative professional. Any such assistance is a courtesy and does not create any obligation or liability on the part of HandSkill Beauty.
5.4 A professional may cancel or discontinue a service without penalty, and the client will not be refunded the portion of the service already performed, where the client is impaired by alcohol or drugs, behaves abusively or inappropriately, presents a health or safety risk that was not disclosed, requires the professional to work in unsafe conditions, or requests a service that the professional is not licensed to perform or that would be unsafe. In those circumstances the professional must report the matter through the platform.
6.1 A client is treated as a no-show where the client is not present, or is not contactable, at the agreed location within fifteen minutes of the scheduled start time, and the professional has waited and has attempted contact through the platform. In that case no refund of the service price is due and the full amount is released to the professional.
6.2 A professional is treated as a no-show where the professional does not attend, or does not commence the service, within fifteen minutes of the scheduled start time without having given notice. In that case the client receives a full refund of the service price, of any client fee and of any gratuity.
6.3 Where a client arrives late but within the fifteen minute window, the professional may shorten the service so that it finishes at the originally scheduled time, or may perform an abbreviated version of the service, and the full service price remains payable. The professional is not obliged to overrun into a subsequent appointment.
6.4 Both parties should use the in-app messaging function to notify the other of any delay. A party that gives prompt notice of delay and that reaches agreement with the other party through the platform will not be treated as a no-show.
7.1 A client who considers that a service was not performed at all, was materially different from the service described in the listing, was not performed with reasonable skill and care, or was left materially incomplete, may raise a dispute through the platform.
7.2 A dispute must be raised within seventy-two hours of the scheduled end time of the appointment. Raising a dispute promptly allows the professional to respond and, where appropriate, to offer a correction while the outcome can still be assessed.
7.3 The client should include a description of what was expected and what was received, the date and time, photographs where the complaint concerns an aesthetic outcome, and any relevant messages. The professional will be given an opportunity to respond, ordinarily within forty-eight hours.
7.4 Where the professional accepts the complaint, the parties may agree a correction appointment, a partial refund, or a full refund, and we will give effect to that agreement.
7.5 Where the parties do not agree, HandSkill Beauty may make an administrative determination on the basis of the material submitted, and may instruct Stripe to refund all or part of the payment, or to release the payment to the professional. That determination is made for the purpose of operating the platform. It is not a legal adjudication, does not determine liability as between the client and the professional, and does not prevent either party from pursuing any remedy available at law.
7.6 A refund will not ordinarily be given solely because a client has changed their mind about a colour, style, length, shape or other aesthetic choice that was agreed at consultation and executed as agreed. A refund will ordinarily be appropriate where the service performed was materially different from the service agreed, where the professional lacked the licence required to perform it, or where the work was performed so poorly that it must be corrected or removed.
7.7 Where a client wishes to have corrective work performed, the client should raise the matter with the professional first. A client who has corrective work performed by a third party without first giving the professional an opportunity to respond may find that the amount recoverable through the platform is limited.
8.1 Where a client suffers an adverse reaction, injury or illness in connection with a service, the client should seek medical attention immediately, and should then notify both the professional and HandSkill Beauty through the platform.
8.2 A refund may be arranged through the platform in respect of the amount paid for the service. The platform's dispute process deals only with the payment for the service. It does not deal with, and does not compensate for, personal injury, medical expense, consequential loss or distress.
8.3 Claims of that kind lie against the professional who performed the service, who is required by our Terms and Conditions to hold appropriate professional and general liability insurance. HandSkill Beauty does not provide, arrange or underwrite insurance and is not liable for such claims, as set out in the Terms and Conditions.
8.4 We will provide a client and a professional with the transaction records in our possession that are relevant to such a matter, on request and to the extent permitted by data protection law.
9.1 Refunds are processed by Stripe to the original payment method. We cannot refund to a different card, account or person.
9.2 Once a refund is instructed, it is ordinarily processed by Stripe within one to three business days and appears on the client's statement within a further five to ten business days, depending on the client's card issuer or bank. We do not control that timing.
9.3 Where a payment was made in a currency other than that of the client's account, the amount refunded is the amount originally charged in the transaction currency. Any difference arising from exchange rate movement, or any conversion fee applied by the client's own bank or card issuer, is not recoverable from HandSkill Beauty or from the professional.
9.4 Where a booking is refunded in full, the platform fee attributable to that booking is refunded or waived, save where the refund arises from the client's own default.
9.5 Where a payment has already been released to a professional and a refund is subsequently found to be due, the amount may be recovered by set-off against the professional's future payouts, or as a debt.
10.1 A client must raise a dispute through the platform before initiating a chargeback or payment reversal with their card issuer or bank. The platform process is faster, and initiating a chargeback prevents us from resolving the matter directly.
10.2 Where a chargeback is initiated, the payment concerned is held pending the outcome of the card scheme process, which is administered by the card issuer and by Stripe and is outside our control.
10.3 Where a chargeback is upheld against a professional, the amount charged back, together with any fee levied by Stripe or by the card scheme, is the responsibility of the professional and may be set off against current or future payouts, or recovered as a debt.
10.4 Initiating a chargeback in bad faith, or in respect of a service that was in fact received as agreed, is a breach of the Terms and Conditions and may result in suspension or termination of the account and recovery of the amount concerned.
11.1 Where a booking that generated an ambassador commission is cancelled, refunded, charged back or reversed, the commission attributable to it is reversed, and may be deducted from commission otherwise payable or recovered as a debt.
11.2 Where a talent scout bonus was paid in respect of a professional whose qualifying bookings are subsequently cancelled, refunded or found to be fraudulent, the bonus may be reversed on the same basis.
12.1 Where a booking cannot proceed because of an event beyond the reasonable control of either party, including severe weather, natural disaster, public health measure, civil disturbance, transport failure or a government order, the booking may be cancelled without penalty to either party and the client receives a full refund.
12.2 A party relying on this Section must notify the other through the platform as soon as reasonably practicable and must provide such evidence as is reasonable in the circumstances.
13.1 Nothing in this Policy affects any right a consumer has under mandatory law that cannot be excluded or limited by agreement.
13.2 Clients in the United States retain all rights under applicable federal and state consumer protection law, including the right to dispute a card transaction with the card issuer under the Fair Credit Billing Act.
13.3 Clients in the European Union and the United Kingdom should note that the statutory right to cancel a distance contract within fourteen days does not, under the Consumer Rights Directive as implemented in Member States and under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, apply to a contract for the provision of a service on a specified date or during a specified period. Appointment-based beauty and personal care services fall within that exception. Clients in those jurisdictions nevertheless retain the right to a service performed with reasonable care and skill, and to a repeat performance or a price reduction where that standard is not met.
13.4 Clients elsewhere retain any equivalent statutory rights conferred by the law of their place of residence.
14.1 We may update this Policy from time to time. The version in force at the time a booking is made governs that booking.
14.2 Where a change is material, we will give notice by electronic mail or in-app notice before it takes effect.
14.3 Questions about a cancellation, a no-show or a refund should be directed to support@handskillbeauty.com, quoting the booking reference.
14.4 The English language version of this Policy is the authoritative version. Any translation is provided for convenience only and, in the event of any inconsistency, the English version prevails.
A.R.E., trading as HandSkill Beauty · State of Michigan, United States of America
Support (quote booking reference): support@handskillbeauty.com
Version 1.0 · Effective 23 July 2026