Refund Policy
Last Updated: January 1, 2025At HairLab Academy, we are committed to delivering the highest standard of professional hair care and education. We invest significant time, expertise, and resources in preparing for each client appointment and every student enrollment. This Refund Policy is designed to be clear and fair to all parties, and we encourage you to read it carefully before booking any service or enrolling in any program.
General Principles
HairLab Academy offers two distinct categories of offerings: professional hair care services performed at our Sacramento studio, and educational programs delivered through our Academy division. Each category carries its own refund considerations, which are detailed in the sections below.
All refund requests are handled individually and in good faith. We recognize that circumstances vary, and we are committed to reaching fair resolutions wherever possible. However, given the nature of personal care services and specialized professional education, not all purchases are eligible for refund once they have been initiated or delivered.
All refund requests must be submitted in writing to our studio email address or via our contact form. Requests made by phone will be acknowledged but must be followed up in writing for processing.
Hair Care Services — Refund Eligibility
Professional hair and scalp care services performed by our practitioners are personal services. As such, refunds are handled as follows:
| Scenario | Refund Status | Notes |
|---|---|---|
| Cancellation more than 48 hours before appointment | Full Refund | Full refund of any prepaid deposit or service fee issued within 5–7 business days. |
| Cancellation 24–48 hours before appointment | 50% Refund | 50% of any prepaid amount refunded; the remaining 50% is retained as a late cancellation fee to compensate reserved practitioner time. |
| Cancellation less than 24 hours before appointment | No Refund | No refund is issued for late cancellations. The full session fee or deposit is forfeited. Exceptions may be made at our discretion for documented medical emergencies. |
| No-show (client does not attend without notice) | No Refund | The full session fee is forfeited. A rebooking fee may be required for future appointments. |
| Service completed — client dissatisfied with results | Case-by-Case | We will conduct a follow-up consultation to assess the concern. If we determine that the outcome did not meet professional standards, we will offer a complimentary corrective session. Cash refunds for completed services are generally not issued. |
| Service not yet performed — technical issue on our end | Full Refund | If we are unable to perform a scheduled service due to circumstances within our control, a full refund will be issued within 5–7 business days. |
For multi-session restoration courses, refunds are calculated based on the proportion of sessions not yet delivered at the time of cancellation, subject to the cancellation notice provisions described above.
Academy Programs — Refund Eligibility
Educational programs represent a significant investment of curriculum development, instructor time, and studio resources. Our refund policy for academy enrollments reflects this:
| Timing of Withdrawal | Refund Status | Notes |
|---|---|---|
| Withdrawal more than 14 days before program start | Full Refund | Full refund of all fees paid, including any enrollment deposit, issued within 7–10 business days. |
| Withdrawal 7–14 days before program start | 75% Refund | 25% of the total program fee is retained as an administrative and preparation fee. |
| Withdrawal 3–7 days before program start | 50% Refund | 50% of the total program fee is retained. Materials already prepared or dispatched are non-refundable. |
| Withdrawal less than 3 days before program start | No Refund | No refund is available. Students may, at our discretion, be offered a deferral to a future cohort for a transfer fee. |
| Withdrawal after program has commenced | No Refund | No refunds are issued once a program has begun. Students may request a deferral to a future intake, subject to approval and any applicable fees. |
| Program cancelled by HairLab Academy | Full Refund | If we cancel a program prior to commencement for any reason, a full refund of all fees paid will be issued within 7 business days. Alternatively, students may elect to transfer to a future intake at no additional cost. |
In cases of significant personal hardship or documented medical emergency, we encourage students to contact us directly. We will review such cases individually and may offer alternatives such as deferral, partial credit, or other accommodations at our discretion.
Dispute Resolution
If you believe a refund request has been incorrectly denied or handled, we invite you to escalate your concern in writing to our studio management team. We are committed to resolving disputes fairly and in a timely manner.
We ask that all clients and students allow up to five (5) business days for an initial response to any refund dispute. Our team will review all relevant information including booking records, session notes, communication history, and any other pertinent documentation before reaching a decision.
If a dispute cannot be resolved through direct communication, it will be subject to the dispute resolution provisions set out in our Terms of Service, including the governing law and jurisdiction provisions contained therein.
Refund Processing
All approved refunds will be processed to the original payment method used at the time of purchase or enrollment. Processing times vary depending on your financial institution but are typically completed within the following timeframes:
- Credit or debit card refunds: 5–10 business days after approval
- Check or bank transfer: 7–14 business days after approval
- Other payment methods: Per the terms of the respective payment processor
HairLab Academy is not responsible for delays caused by banking institutions, payment processors, or other third-party financial service providers.
We do not issue cash refunds under any circumstances. Refunds are always returned via the original payment channel.
Non-Refundable Items
The following are explicitly non-refundable under all circumstances:
- Certificates, academy completion documents, and any printed or digital credentialing materials once issued.
- Program materials, course handouts, or physical learning resources that have been distributed to the student.
- Consultation fees for initial diagnostic assessments, regardless of whether subsequent services are booked.
- Gift vouchers, promotional offers, or complimentary sessions provided as part of a bundle or loyalty program.
- Any session or program from which the client or student was removed due to a breach of our conduct standards or these Terms of Service.