Refunds & Cancellations
Ending support, asking for a refund, and deleting your data are three different things.
This page sets out how these work for services with Roberta Style Lee Ltd. If anything is unclear before you book, use the Contact form.
Three Different Requests
Please be clear which you mean — they are not the same:
- End / cancel access to a service — you no longer want ongoing support or a booked service to continue. Access stops. For Private Styling Support, ending access does not cancel the 12-month payment commitment (see below). Ending access is not automatically a refund.
- Ask for a refund — money back. Only where the refund criteria below are met.
- Delete your data and end access — you want your private styling area closed, your details removed from our systems, and no further contact on WhatsApp or otherwise. That is a privacy / data request. We can delete what we hold (subject to records we must keep for law or accounting). It is not a refund.
You can ask for (1) and (3) together. Asking for (2) still has to meet the refund rules.
Cooling-Off Period
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may cancel within 14 days of purchase and receive a full refund of fees paid — unless you ask us to start work sooner.
If you book a session within 14 days of payment, or ask us to begin preparation before that period ends, you agree that work may start and that the 14-day cooling-off right no longer applies for that booking.
Rescheduling and Cancelling Appointments
Preparation often begins before the session itself. That is why we ask for at least 72 hours’ notice to reschedule or cancel a one-off session.
- More than 72 hours’ notice — we will usually reschedule without charge where diaries allow.
- Within 72 hours — cancellations or refund requests are charged at 50% of the session fee.
- If work has already started on your brief, we may charge for work completed to the date we receive your cancellation, plus essential administration and any expenses already incurred on your behalf.
When a Refund May Apply
A refund is only considered where one of these applies:
- You cancel within the cooling-off period and we have not started work (and you have not waived cooling-off by booking inside 14 days).
- We do not provide the booked session or the agreed deliverable (for example we cancel and cannot offer a reasonable alternative date, or a named deliverable in your agreement is not supplied). Write to us within 72 hours of the missed session or expected delivery date.
A refund is not due for subjective reasons — including that you did not enjoy the session, disagreed with the advice, preferred a different style direction, changed your mind about the service, or decided it was “not for you.” Styling is collaborative; taste and outcome are not refund grounds.
A refund is also not due simply because you did not use the support you paid for. If you have not engaged with the support, that does not create a refund right.
Results from styling work depend on participation and context. We do not guarantee a specific outcome.
Private Styling Support — Ending the Retainer
Private Styling Support is a 12-month commitment, whether you pay the year in full or by monthly Direct Debit. The fee covers ongoing support and set-up of your private styling area, CRM, mailing list coordination, and WhatsApp coordination.
Current package pricing is on the Private Styling Support page.
Can you cancel access?
Yes. You can ask to end access to Private Styling Support at any time (private styling area closed, WhatsApp support stopped, no further styling coordination). Ending access is not the same as a refund, and it does not cancel money already agreed for the 12-month term.
What you still pay
Both payment routes are the same commitment: 12 months.
- Annual upfront: you have bought the year. Fees already paid are not refunded if you end access early (except cooling-off, or where we did not provide the service — see refund rules above).
- Monthly Direct Debit: you have agreed to 12 monthly payments. Ending access early does not stop the remaining Direct Debits. The full 12-month Direct Debit agreement continues unless a refund criterion above applies.
There is no reduced early-exit fee and no pro-rata refund for unused months. That keeps annual and monthly clients on the same footing: the year is the year.
What this is not
Ending access because you changed your mind, did not use the support, or decided it was “not for you” does not create a refund right and does not reduce the 12-month payment commitment.
Ending access and deleting your data
If you also want your details removed from our systems and no further contact, say so clearly when you end access. We can delete your data where we are not required to keep records for legal or accounting reasons. See also the Privacy Policy.
Digital Products
Where a digital download or PDF is sold, refunds are not available once the file has been delivered or access has been granted, except where required by law.
Retired online courses are no longer sold. Former course pages redirect to legacy resources.
Gift Vouchers
Gift vouchers are non-refundable and cannot be exchanged for cash. They expire within 6 months of the purchase date.
Payments and International Clients
Fees are quoted and payable in GBP.
For international clients we can arrange payment through our account-managed provider for non-digital transfers, or via Wise (or an equivalent multi-currency bank transfer). Any currency conversion or bank fees sit with your bank or transfer provider.
We do not accept cryptocurrency.
Refunds (where due) are returned by the same method used for payment (for example Stripe, or bank transfer) and can take up to 28 days to complete.
How to Get in Touch
Use the Private WhatsApp Chat or the Contact form and say clearly which you need:
- End / cancel a service (and whether you also want your data deleted and access closed)
- A refund (only if you believe a refund criterion applies)
- Reschedule an appointment
Please include:
- Your invoice number
- What you are requesting and why
- A contact telephone number if we need to speak