Gorjes - Refund and Payment Policy
1. HOW TO MAKE AN ORDER AND HOW IT IS PROCESSED
1.1. Compiling your Order: Once you have selected the Services you wish to order from the menu of your chosen Beauty Service and provided the other required information, you will be given the opportunity to submit your Order by clicking or selecting the "proceed", "place my order" or similar button. It is important that you check all the information that you enter and correct any errors before clicking or selecting this button; once you do so you will be entering into a contract with the Beauty Services and errors cannot be corrected (subject to paragraph 1.2. below).
1.2. Amending or cancelling your Order: Once you have submitted your Order and your payment has been authorised, you may be entitled to change or cancel your Order, and could be entitled to a refund (please refer to paragraphs 1.4 and 2.4 for details of the process relating to rejected Orders and refunding of payment). If you wish to change or cancel your Order, you may contact our Customer Care team as described in paragraph 3.3 and they will attempt to contact the Beauty Services in order to communicate your requests. However, there is no guarantee that we will be able to reach the Beauty Services or that the Beauty Services will agree to your requests as they may have already started processing your Order.
1.3. Payment authorisation: Where any payment you make is not authorised, your Order will not be processed or communicated to the relevant Beauty Services.
1.4. Processing your Order and Beauty Services rejections: On receipt of your Order, we will send it to the relevant Beauty Services and will notify you via the App or email that your Order has been received and is being processed. Please note that any confirmation page that you may see on the Website or App and any Order confirmation e-mail that you may receive each confirm that you have a contract for the sale of Services with a Beauty Services but does not necessarily mean that your Order will be fulfilled by the Beauty Services. We encourage all our Beauty Services to accept all Orders and to communicate any rejection promptly, and we will notify you (generally by email/App notification) as soon as reasonably practicable if a Beauty Services rejects your Order. However, Beauty Services have the ability to reject Orders at any time because they are over booked, or due to other reasons. In doing so, Beauty Services will be in breach of their agreement with you and any payment made in respect of the order will be returned to you in accordance with paragraph 2.4 below, in the first instance to your App wallet, if you require money to be transferred directly to you please contact our support line.
2. PRICE AND PAYMENT
2.1. Incorrect pricing: This Website and our App contain a number of menus and it is possible that some of the menus may include incorrect prices. If the correct price for an Order is higher than the price stated on the Website or App, we will normally contact you before the relevant Services are processed. In such an event, neither we nor the relevant Beauty Service is under any obligation to ensure that the Order is provided to you at the incorrect lower price or to compensate you in respect of incorrect pricing.
2.2. Payment methods: Payment for Orders must be made by an accepted credit or debit card through the Website or App.
2.3. Card payments: If you pay by credit or debit card, you may be required to show the card to the Beauty Service at the time of your Services as proof of identification and so that they can check that the card corresponds with the receipt data for the Order. Please note that from time to time there may be delays with the processing of card payments and transactions; this may result in payments taking up to sixty (60) days to be deducted from your bank account or charged to your credit or debit card.
2.4. Rejected Orders: Because of standard banking procedures, once you have submitted an Order that you are paying for by credit or debit card and your payment has been authorised, your bank or card issuer will "ring-fence" the full amount of your Order. If your Order is subsequently rejected by the Beauty Service (as described in paragraph 1.4 above) or cancelled for any other reason, your bank or card issuer will not transfer the funds for the Order to us, and will instead release the relevant amount back into your available balance. However, this may take between 3 to 5 working days (or longer, depending on your bank or card issuer). You acknowledge and agree that neither we nor the relevant Beauty Service will be responsible or liable to you in relation to this delay by your bank or card issuer in the release of funds back into your account.
3. CUSTOMER CARE
3.1. General: Customer care is extremely important to us. Subject to paragraph 3.5 our Customer Care team will therefore try to assist you where possible if you have any problems with your Order. You can contact our Customer Care team by calling the telephone number shown on the Website.
3.2. Questions about your Order: If you have any problems with your Order, you can contact our Customer Care Team as described above and one of our Customer Care Advisers will attempt to contact the Beauty Service in order to follow up on your query.
3.3. Changing or cancelling your Order: If you wish to change or cancel your Order after it has been submitted and payment has been authorised, you may contact our Customer Care team as described above and they will attempt to contact the Beauty Service in order to communicate your requests. However, there is no guarantee that we will be able to reach the Beauty Service or that the Beauty Service will agree to your requests as they may have already started processing your Order.
3.4. Complaints or feedback: In the event that you are dissatisfied with the quality of services provided by a Beauty Service, please consider providing feedback in the form of ratings, comments and reviews on the Website and/or App (together, "Reviews") to reflect your experience. The Reviews are an important part of our quality control process.
3.5. Compensation: If you are dissatisfied with the quality of any Products or the service provided by a Beauty Service and wish to seek a refund, a proportionate price reduction or any other compensation, you should contact the Beauty Service directly to lodge your complaint and, where appropriate, follow the Beauty Service's own complaint procedures. If you are unable to contact the Beauty Service, or the Beauty Service refuses to deal with your complaint, you can contact our Customer Care Team as described above within 48 hours of placing your Order and one of our Customer Care Advisers will attempt to contact the Beauty Service in order to request compensation on your behalf.
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