This policy explains how refunds and returns work for both service bookings (salon appointments and doorstep experts) and shop orders (grooming products) on Saloon Booking.

Part A — Service Bookings

1. Cancelling Before Your Appointment

You can cancel a booking any time before the Service Provider has started or completed the service. If you paid an amount online (e.g., a booking fee for a doorstep expert) and cancel before the appointment, that amount is eligible for a refund.

2. After the Service Is Completed

Once a Service Provider marks a booking as completed, it is not eligible for cancellation or refund, since the service has already been delivered. If you experienced a genuine issue with the service quality, please contact us — we'll review the situation with the Service Provider on a case-by-case basis.

3. Doorstep Bookings — Commission Payments

For doorstep bookings where a commission/booking fee is paid online to secure the slot, that amount is only refunded if the appointment doesn't go ahead due to the expert's unavailability or a cancellation on the Service Provider's side. It is not refunded for a customer no-show.

4. Refund Timeline

Approved refunds for online payments are processed back to your original payment method via Razorpay, typically within 5–7 business days, though your bank may take a little longer to reflect it.

Part B — Shop Orders

5. Cancelling an Order

You can cancel a shop order any time before it has been marked "Shipped." Once an order has shipped, it can no longer be cancelled — please follow the return process below instead.

6. Returns

If a product arrives damaged, defective, or different from what you ordered, you're eligible for a return or replacement. Please contact us within 48 hours of delivery with your order number and photos of the issue, via our Contact page.

For hygiene and safety reasons, opened or used personal grooming products (e.g., razors, opened skincare/haircare items) cannot be returned unless they arrived damaged or defective.

7. Refund Timeline for Orders

Once a return is approved and the item is received back (if applicable), refunds are processed to your original payment method via Razorpay within 5–7 business days.

8. Non-Refundable Situations

• Change of mind after an order has shipped
• Opened/used products without a genuine defect
• Delays caused by incorrect address details provided at checkout

How to Request a Refund

For either bookings or orders, the fastest way to request a refund or report an issue is via our Contact page — please include your booking/order number and a short description of the issue so we can help quickly.