Cancellation Policy

• 72 hours or more before the session: full refund.
• Between 48 and 72 hours before the session: 50% refund.
• Less than 48 hours before the session: the booking is non-refundable.

The stylist has reserved that time for you; the closer to the session you cancel, the less of it they can rebook.

These tiers apply to the session itself. If your booking includes anything provided separately from the session (for example, pieces reserved for you that you never received because the session didn’t take place), those amounts are refunded in full whenever you cancel before the session, regardless of the tier above. A fee for a session add-on follows the same tier as the session.

If you are not present, or do not provide access to the session space, within 20 minutes of the scheduled start, the booking is treated the same as a cancellation made less than 48 hours before the session, and the session is non-refundable. As with any cancellation, any pieces reserved, and any stylist pickup fee, are still refunded in full, since they were never handed to you. Encore generates any prepaid shipping label only when a piece is actually being shipped, so where nothing shipped, no postage was charged and there is nothing to withhold. If you know you’ll be late, message your stylist; a late start within the session window is at the stylist’s discretion.

You always receive a full refund, regardless of timing, if the stylist declines your request, cancels a confirmed booking, or does not arrive within 20 minutes of the scheduled start. A pattern of stylist cancellations or no-shows is reviewed under our marketplace standards.

A reschedule requested 48 hours or more before the session moves your booking to a new time without charge, subject to the stylist’s availability. A reschedule requested less than 48 hours before the session is treated as a cancellation under Section 1 unless the stylist agrees otherwise. One booking, one courtesy reschedule; further changes are at the stylist’s discretion.

If your booking request had not yet been accepted, the payment authorization is simply released; nothing was charged, so there is nothing to refund. If the booking was confirmed, refunds are issued to your original payment method; depending on your bank, they typically appear within 5 to 10 business days. Partial refunds under Section 1 are calculated on the total you paid for the session (your stylist’s rate plus the Encore service fee), and the Encore service fee is refunded in the same proportion as the rate. Amounts for anything provided separately from the session are handled as described in Section 1.

For documented emergencies (a medical situation, a family emergency, severe weather that makes the session unsafe), contact us and we will work with you and the stylist in good faith. Any accommodation is a goodwill decision made case by case; it is not an admission of fault and does not change this policy for other bookings.

This policy covers cancellations, not service quality. If something went wrong during a session, report it through the platform and we will review it under the Terms of Service. A goodwill refund for a service issue is a business decision and is not an admission of fault or liability.

After a session, your stylist’s payout is released automatically about 48 hours after the scheduled end of the session. If within that window you report that a session was not delivered, that the stylist did not show, or that a material policy violation or fraud occurred, we hold the payout and review what happened before any funds are released. Dissatisfaction with the styling alone does not delay or reduce your stylist’s payout; any goodwill remedy for a service issue is funded by Encore and is not offset against your stylist. This is separate from the pre-session cancellation tiers.

Reach us through our contact page or at hello@encorestylist.com.