Cancellation & Refund Policy

The guarantee applies to completed Hair On-Call services and does not cover missed appointments, late cancellations, client-side technical issues, or dissatisfaction with a specific hair outcome that cannot reasonably be guaranteed.

Ask a Stylist is an asynchronous service and does not include a scheduled appointment.

Because stylist review begins after your completed assessment and photos are submitted:

• You may request a full refund before your assessment is submitted for stylist review.
• Once your assessment has been submitted and assigned to a stylist, the service is considered started and is non-refundable.
• Once a stylist has provided an initial response, no refund is available.
• The service includes up to two follow-up replies related to the original question.
• Unused follow-up replies do not have cash value and are not refundable.

If Hair On-Call is unable to provide a stylist response within the promised service window due to a platform or staffing issue, we may offer a refund, service credit, or another reasonable resolution.

If you choose to upgrade from Ask a Stylist to an eligible live session, your original $29 may be credited toward the live session as shown in your portal. The credit is not redeemable for cash.

Live sessions reserve dedicated time with a licensed stylist. This section applies to all scheduled video sessions, including Live Hair Help and our deeper $125 sessions.

Same-Day Appointments

A same-day appointment is any live session booked and scheduled for the same calendar day.

Example: You book at 9:00 AM for a 2:00 PM session that same day.

Advance Booking Cancellation Windows

An advance booking is any live session scheduled for a future calendar day. To receive a full refund, you must cancel before the deadline shown below:

Cancellations made after the applicable deadline are non-refundable.

Your specific session price, duration, and cancellation deadline will also appear during booking or in your confirmation.

Rescheduling Live Sessions

• You may cancel or reschedule a live session using the link provided in your booking confirmation.
• Clients may reschedule a booking a maximum of two times.
• A third reschedule request may result in cancellation of the booking without refund.
• Same-day appointments cannot be rescheduled.
• Repeated rescheduling or misuse of the booking system may result in restrictions on future bookings.

Client No-Shows

Please join your live session on time.

If you have not joined within 10 minutes of the scheduled start time and have not contacted Hair On-Call, you will be considered a no-show. Client no-shows are not eligible for a refund or complimentary reschedule.

Hair On-Call expects stylists to respect your time too.

Stylist Lateness

Stylist No-Show

If your stylist does not join within 10 minutes of the scheduled start time and Hair On-Call has not provided another resolution, you may receive a:

• full refund,
• complimentary reschedule, or
• equivalent service credit.

Stylist Cancellation

If a stylist cancels and Hair On-Call cannot reasonably provide a replacement or alternate appointment acceptable to you, you may choose a full refund or complimentary reschedule.

Client-Side Issues

Hair On-Call is not required to provide a refund when a live session cannot be completed because of issues on the client's side, including:

• unstable internet,
• non-working camera or device,
• failure to join the session,
• inadequate lighting when required for the service.

We may offer a courtesy reschedule at our discretion.

Hair On-Call or Stylist-Side Issues

If a significant technical problem caused by Hair On-Call or the stylist prevents the service from being delivered, we will work with you to provide an appropriate remedy, which may include:

• rescheduling,
• service credit,
• partial refund, or
• full refund.

If you join a live session late, the session may still end at the originally scheduled time. Your stylist is not required to extend the session if doing so would interfere with another scheduled client. Arriving more than 10 minutes late may be treated as a no-show.

• For live sessions, use the cancellation or rescheduling link in your booking confirmation.
• For Ask a Stylist refund requests made before stylist review begins, contact hello@hair-on-call.com.
• If you are unsure whether your service is eligible for a refund, contact us and we'll review the status of your purchase.

Approved refunds are returned to the original payment method. Please allow approximately 5–7 business days for the refund to appear, although processing times may vary by financial institution.

We understand that emergencies happen.

Hair On-Call may make reasonable exceptions to this policy at its discretion for documented emergencies or unusual circumstances. Any exception made for one customer does not change the policy for future purchases.

Questions about cancellations, refunds, upgrades, or rescheduling can be sent to hello@hair-on-call.com.