Refund, Cancellation & Rescheduling Policy

This Refund, Cancellation & Rescheduling Policy (“Policy”) governs all appointments booked through the LOOKS website, mobile application, and related digital platforms (collectively, the “Platform”).

This Policy applies to

• Customers
• Business Owners
• Appointments booked through LOOKS
• Online payments processed by LOOKS

By booking or accepting appointments through the Platform, you agree to this Policy.

This Policy is designed to

• Create a fair booking experience.
• Protect Customers and Business Owners.
• Minimize appointment losses.
• Establish transparent refund procedures.
• Define cancellation responsibilities.
• Explain payment settlement procedures.

An appointment is considered confirmed only when

• Payment has been successfully processed (where applicable).
• The Business Owner has accepted the booking or the booking has been automatically confirmed through the Platform.

LOOKS reserves the right to reject or cancel bookings due to technical issues, payment failures, fraud prevention measures, or policy violations.

Customers may cancel appointments through the Platform.

Unless otherwise stated for a specific promotion or service:

• Cancellations made 24 hours or more before the scheduled appointment may qualify for a full refund.
• Cancellations made less than 24 hours before the appointment may not be eligible for a refund.
• Failure to attend an appointment without cancelling within the permitted period will be treated as a No-Show.

Some services may have different cancellation conditions. Where applicable, those conditions will be displayed before the booking is confirmed.

Business Owners should avoid cancelling confirmed appointments except where reasonably necessary.

If a Business Owner cancels a confirmed appointment

• LOOKS will notify the Customer.
• The Customer may reschedule the appointment with the same Business Owner, subject to availability.
• Alternatively, the Customer may choose another Business Owner or request a refund where applicable.

Repeated cancellations by a Business Owner may result in account review, reduced platform visibility, temporary suspension, or termination.

LOOKS reserves the right to cancel or suspend appointments where necessary, including but not limited to:

• Suspected fraud.
• Duplicate bookings.
• Payment verification failures.
• Technical errors.
• Incorrect pricing.
• Security concerns.
• Business verification issues.
• Force majeure events.
• Violations of Platform policies.

Where LOOKS cancels an appointment before service delivery, eligible payments will generally be refunded in accordance with this Policy.

Customers may request to reschedule appointments through the Platform, subject to:

• Availability of the Business Owner.
• Operational requirements.
• Applicable time restrictions.

Business Owners are encouraged to accommodate reasonable rescheduling requests whenever possible.

LOOKS reserves the right to limit the number of rescheduling requests for a single booking.

Customers should arrive on time for their appointments.

If a Customer arrives late

• The Business Owner may shorten the service.
• The appointment may be rescheduled.
• The appointment may be cancelled if the delay significantly affects subsequent bookings.

Late arrival does not automatically entitle the Customer to a refund.

A Customer who fails to attend a confirmed appointment without cancelling in accordance with this Policy may be considered a No-Show.

Repeated No-Shows may result in

• Warning notifications.
• Temporary booking restrictions.
• Permanent suspension of booking privileges.
• Additional identity or payment verification for future bookings.

LOOKS may update the No-Show Policy from time to time.

Refund requests may be considered where

• A duplicate payment was made.
• Payment was processed successfully but the booking could not be completed due to a Platform error.
• The Business Owner cancelled the appointment and no suitable alternative was accepted by the Customer.
• LOOKS cancelled the appointment before the service was delivered.
• The payment was processed incorrectly.
• A refund is required by applicable law.

Each refund request will be assessed individually.

Refunds may be declined where

• The Customer failed to attend the appointment without valid cancellation.
• The Customer arrived excessively late and the appointment could not reasonably proceed.
• The service was completed as booked.
• The Customer changed their mind after the service had been provided.
• Fraudulent or abusive refund requests are identified.
• The booking violated these Terms or applicable policies.

Nothing in this section limits any non-waivable rights available to Customers under applicable consumer protection laws.

Appointments booked using promotional discounts, vouchers, referral rewards, or special campaigns remain subject to this Policy unless separate promotional terms specify otherwise.

Where a booking benefiting from a LOOKS-funded promotion is cancelled or refunded, LOOKS reserves the right to cancel, reverse, or recover any promotional benefit associated with that booking.

Customers should contact LOOKS Customer Support before initiating a chargeback with their payment provider.

Where a chargeback is initiated

• LOOKS may temporarily suspend the associated account while the matter is investigated.
• Relevant booking and payment information may be shared with payment service providers or financial institutions as necessary.
• Fraudulent or abusive chargebacks may result in account suspension or permanent termination.

Approved refunds will be processed using the original payment method wherever reasonably possible.

Refund processing times may vary depending on

• The payment method used.
• Banking procedures.
• Payment service providers.
• Regulatory requirements.

LOOKS is not responsible for delays caused by third-party financial institutions after a refund has been initiated.

Payments collected by LOOKS on behalf of Business Owners will be settled in accordance with the LOOKS Payment, Settlement & Promotional Policy.

LOOKS may delay or withhold settlement where reasonably necessary, including in cases involving:

• Fraud investigations.
• Chargebacks.
• Refund requests.
• Policy violations.
• Legal or regulatory requirements.

Business Owners are responsible for maintaining accurate settlement information.

From time to time, LOOKS may operate promotional campaigns, including customer discounts funded by LOOKS.

Where a qualifying booking includes a LOOKS-funded promotional discount:

• The Business Owner will receive the eligible service value in accordance with the applicable campaign terms and settlement procedures.
• Promotional reimbursement is subject to successful completion of the appointment, verification processes, and compliance with Platform policies.

LOOKS reserves the right to modify, suspend, or discontinue any promotional campaign, including promotional reimbursement, at any time without prior notice.

LOOKS monitors refund requests, cancellations, and payment activity to detect fraud and abuse.

LOOKS reserves the right to investigate

• Repeated refund requests.
• Suspicious cancellations.
• Fake bookings.
• Identity fraud.
• Promotional abuse.
• Payment fraud.

Appropriate action may include temporary account suspension, withholding of settlements, cancellation of promotional benefits, or permanent account termination.

LOOKS may amend this Policy from time to time.

The updated version will become effective upon publication on the Platform unless otherwise stated.

Continued use of the Platform following such publication constitutes acceptance of the revised Policy.

Questions regarding this Policy may be submitted through the official LOOKS customer support channels available on the Platform.

Effective Date

This Refund, Cancellation & Rescheduling Policy becomes effective upon publication on the LOOKS Platform and remains in effect until amended or replaced.

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