Beautiport - Your Beauty Journey Starts Here

This policy explains the rules for all cancellations, refunds, and returns on the Beautiport App.

This policy is part of your User Terms of Service.

1. The Beautiport Processing Fee

To provide a secure, instant booking and payment gateway, Beautiport applies a 5% User Processing Fee.

How it's calculated: This fee is calculated only on the amount you pay online through the app (such as an Advance Payment or a full Product Purchase). It does not apply to any balance you pay directly to the partner at their location.
What it's for: This small fee covers our costs for processing your transaction securely.
Refunds: Because this fee is for the transaction itself, it is not eligible for a refund in the event of any cancellation.

Here is a clear example of the fee:

You book a service that costs LKR 5,000.
As a Standard User, you pay a 30% Advance Payment online: LKR 1,500.
The 5% Processing Fee is calculated on that LKR 1,500, which is LKR 75.
Your total online payment is LKR 1,575.
The 5% fee does not apply to the LKR 3,500 balance you pay at the salon.

2. Service (Appointment) Cancellations

This section explains the rules for booking Services (e.g., salons, spas).

Definitions:

Standard User: You do not have a paid subscription.
Premium User: You have an active LKR 950/month subscription.
Advance Payment: The deposit you pay to confirm your booking (30% for Standard Users, 10% for Premium Users).

Cancellation Rules:

For Standard Users:

A "Timely Cancellation" is any cancellation made more than 24 hours before the scheduled appointment time.
A "Late Cancellation" is any cancellation made within 24 hours of the scheduled appointment time.

For Premium Users:

A "Timely Cancellation" is any cancellation made more than 12 hours before the scheduled appointment time.
A "Late Cancellation" is any cancellation made within 12 hours of the scheduled appointment time.

2.1. If YOU Make a "Timely Cancellation"

Refund: You will receive a full refund of your Advance Payment (or Full Payment, if you paid in full).
Fee: Please note, as per Section 1, the 5% User Processing Fee is not eligible for a refund.

2.2. If YOU Make a "Late Cancellation"

Refund Status: Your Advance Payment (30% or 10%) will be retained to compensate the partners for the lost time slot and will not be refunded.
If You Paid in Full: You will be refunded the amount minus your Advance Payment. The 5% User Processing Fee is also not eligible for a refund.

2.3. If YOU are a "No-Show" (You fail to arrive)

Refund Status: Your Advance Payment (30% or 10%) will be retained and will not be refunded.

2.4. Policy on Genuine Emergencies

We understand that genuine emergencies (such as a medical emergency or an accident) can happen.

If you must make a Late Cancellation or are a No-Show due to a verifiable emergency, you may be eligible for a refund of your Advance Payment.

To be considered for a refund, you must inform both the Merchant Partner and Beautiport Customer Support as soon as reasonably possible. You will be required to provide supportive evidence (e.g., a medical note, an accident report) for our investigation.

Beautiport will review the evidence and the situation. The decision to grant a refund in these cases is at the sole discretion of Beautiport.

Misuse of this policy, or providing false or misleading evidence, is a serious violation of our Terms of Service and may result in action being taken on your account.

2.5. If the PARTNER Cancels on You

Refund: You will receive a 100% full refund of your entire online payment, including both the Advance Payment and the 5% User Processing Fee.

3. E-commerce (Product) Returns

This section explains the rules for purchasing Products (e.g., cosmetics, wellness items).

3.1. Return Window

You have 3 calendar days from the date of delivery to request a return.

3.2. Valid Reasons for a Return

We only accept returns for the following reasons:

The Product is damaged or defective.
The Product is incorrect (e.g., wrong item, wrong size).
The Product is incomplete (missing parts).
The Product does not match the online description.

3.3. Policy on "Change of Mind"

Due to the personal nature and hygiene standards of beauty and wellness products, we do not accept returns for "change of mind."

3.4. Conditions for an Eligible Return

To be eligible for a refund, all returned items must be:

Unused and Unopened.
In their original, undamaged packaging.
All hygiene seals must be 100% intact.

We will reject any return if the item is opened, used, or has broken seals.

3.5. How to Start a Return

Go to your "Order History" in the Beautiport App.
Select the order and request a return.
You must upload clear photo evidence of the issue (e.g., damage, wrong item).

3.6. Refund Process

We will arrange a free pickup for your valid return. Once the Merchant Partner receives and inspects the item (to confirm it meets the conditions in 3.4), your refund will be processed:

Online Payments: Refunded to your original payment method.
Cash on Delivery (COD): Refunded via a bank deposit.
Fee: As per Section 1, the 5% User Processing Fee is not eligible for a refund.

Beautiport User Cancellation & Returns Policy