Refund & Cancellation Policy · Natural Hair Lounge

Last updated: 4 July 2026

This policy is issued by Natural Hair Lounge (Pty) Ltd, trading as Natural Hair Lounge ("NHL", "we", "us", or "our").

1. Scope

This policy applies to all services booked with Natural Hair Lounge, including bookings paid online and bookings paid in salon.

2. Cancellations

Cancellations made at least 24 hours before the appointment time are accepted without penalty.
Cancellations made less than 24 hours before the appointment may be subject to a cancellation fee.
Repeated late cancellations may require advance payment for future bookings.

3. Rescheduling

Clients may request to reschedule. Where possible, requests made at least 24 hours in advance will be moved to the next available suitable slot.

4. No-Shows and Late Arrival

If you do not attend your appointment without notice, it is treated as a no-show.
No-shows may result in forfeiture of any deposit or prepayment and may require prepayment for future bookings.
If you arrive late, service time may be shortened or the appointment may need to be rescheduled.

5. Refunds

Proof of payment or booking reference is required for refund processing.
Eligible approved refunds are returned to the original payment method where possible.
Processing time depends on the payment provider and can take 5 to 10 business days after approval.
Platform or gateway fees charged by third-party providers may be non-refundable where permitted by law.

6. Costs and Deductions

Completed service portions are non-refundable.
Where costs have already been incurred to deliver the booking (including agreed specialist allocations), reasonable deductions may apply as permitted by law.
Missed appointments may result in forfeiture of deposits or prepayments.

7. Service Quality Concerns

If you are dissatisfied with a completed service, please contact us within 48 hours so we can assess the concern and, where appropriate, offer a corrective appointment or another reasonable remedy.

8. Faulty Products and Add-On Goods

Where retail products are sold with your service, statutory rights for defective goods apply. If a product is faulty, please contact us as soon as reasonably possible with proof of purchase so we can assess and process a suitable remedy in line with applicable law.

9. Consumer Rights

This policy does not limit rights you may have under applicable South African consumer protection legislation.

10. Contact

To request a cancellation, reschedule, or refund review, contact us via the Contact page or call +27 (11) 568-9386.