Refunds & Cancellations

1) Cancellations & Rescheduling

• 24+ hours before your appointment: free to reschedule or cancel. Full refund to the original payment method (payment processor fees may be non-refundable).
• Under 24 hours before: 50% of the booking total is non-refundable (the balance is refundable).
• No-show / therapist arrives and cannot perform service (e.g., client unavailable, unsafe/unsuitable conditions): treated as a late cancellation; no refund.
• Therapist delays or our cancellation: you may choose a free reschedule or a full refund.

2) Refund Eligibility

• Successful payment, booking confirmed: refunds follow the timing rules above.
• Duplicate payment or system error: full refund.
• Service quality concerns: please contact us within 24 hours of the appointment with your payment reference. We will review and may offer a remedy (redo/partial refund) at our discretion.

3) Travel Fees & Extra Costs

• Travel fees (where applicable) cover therapist travel. If the therapist has already departed or is on-site, the travel portion is not refundable.
• Necessary parking/estate access fees may apply if required by the venue and are not refundable once incurred.

4) How Refunds Are Issued

• Refunds are returned to the original payment method via Paystack.
• Processing times vary; allow 5–10 business days for the credit to reflect, depending on your bank.
• We cannot refund to a different card or by cash/EFT.

5) How to Request a Refund or Change

Email bookings@durbanmobilebeauty.co.za with:

• Your full name and contact number
• Your Payment Reference
• The original booking date/time and treatments
• Whether you want to reschedule or request a refund

6) Legal

We comply with applicable South African consumer laws. This page should be read together with our Terms of Use and Privacy Policy.

7) Changes to this policy

We may update this policy from time to time. The latest version will always be available on this page.