Refund Policy
Effective date: 12 September 2025
This policy applies to bookings for makeup artistry and grooming services made with Lantern Light House. If a separate written agreement exists for your project, that agreement will prevail where it differs.
Deposits and confirmations
- Deposit: 20% of the quoted service total is required to secure a date unless we state otherwise in writing.
- Non-refundable: deposits are non-refundable but may be transferable once (see Reschedules).
- Confirmation: a booking is confirmed only after deposit receipt and written confirmation from us.
Cancellations (client-initiated)
- 72 hours or more before the appointment: refund of any amounts paid beyond the deposit. Deposit retained.
- 24–72 hours before: 50% of the total service fee is payable; if you prepaid more, we refund the difference.
- Less than 24 hours or no-show: 100% of the total service fee is payable; no refund.
Reschedules
- One-time transfer: you may move the booking once without losing the deposit if you request at least 72 hours in advance and we have availability.
- Further moves or within 72 hours: treated as a cancellation; charges may apply per the schedule above.
Our cancellations
If we must cancel due to illness, emergency or another reason within our control and cannot offer a suitable alternative artist or time, we will refund all amounts paid, including the deposit.
Delays and late arrivals
- Client late by 15+ minutes: we may modify the service to fit remaining time; charges remain as booked.
- Overruns outside our control (venue delays, access issues): extended time may incur additional fees if we can accommodate.
Travel, parking and location fees
Agreed travel/parking fees are non-refundable once incurred. If you change location after confirmation, additional costs may apply.
Trials and group bookings
- Trials are billed separately and are non-refundable once completed.
- For groups, individual cancellations follow the timing rules above; minimum call-out or group rates may still apply.
Force majeure
If events beyond either party’s reasonable control occur (e.g., severe weather, government restrictions), we will work with you to reschedule. If rescheduling is impossible, we will refund amounts paid minus non-recoverable third-party costs already incurred (e.g., travel or venue permits).
Products purchased in studio
If we sell sealed products at the studio, you may return unopened items within 14 days with proof of purchase for a refund. Opened or used items are not eligible unless faulty.
How refunds are issued
- Method: refunds are sent to the original payment method.
- Timing: we aim to process approved refunds within 10 business days. Your bank may take additional time.
- Currency: charges and refunds are in GBP unless agreed otherwise.
Chargebacks
If you believe a charge is incorrect, please contact us first at [email protected] or +44 9579903727. We will investigate promptly.
How to request a refund
Email [email protected] with your name, booking date, service type, and reason. You can also call +44 9579903727. Our address: 46 Ryan Way, Rowenabury, CO1 1QR, UK.