Cancellation and Refund Policy

1. Submit a cancellation request and assess timing

• Submit a cancellation request from your account or contact Support with the booking reference. Check that submission succeeds.
• The 24-hour threshold is assessed using the time SaRose receives the request, not the approval time. For account submissions, use the recorded request time, not when the form was opened or a failed submission was attempted.
• Timing is compared with the appointment start in the booking’s recorded time zone. The original booking remains active until cancellation is approved; this does not change when your request was received.

2. Request a different appointment time

• Request a new future date and time from your account. The original appointment remains active during review.
• The new time is not confirmed until approval and a new availability check.

3. Refund review and processing

1. The team reviews receipt time, booking status, captured payments and relevant exceptions or evidence. Refund eligibility does not mean a refund has been issued automatically.
2. The cancellation or change decision appears in your account after review. There is currently no published fixed review deadline; contact Support with the booking reference to follow up.
3. Cancellation approval and refund initiation are separate steps. Once a refund is approved, the team starts it through the payment provider used for the transaction. The current U.S. implementation uses Stripe and returns funds to the original payment method.
4. Processing may remain pending, and when funds appear depends on the payment provider and bank. Initiation does not confirm that funds have reached your account. Review payment status and refunded amounts in your account or ask Support for an update.
5. A partial refund may apply when only part of a service payment or tip is returned.

4. Exceptions

The 24-hour rule may be adjusted when required by law or when SaRose confirms an emergency, duplicate charge, payment error or another exceptional circumstance. This policy does not limit mandatory rights that cannot legally be excluded.

5. Service concerns

Send service-quality, cancellation or payment concerns to Support with the booking reference and a clear description. The team reviews booking and payment records and available evidence. Do not send card numbers, verification codes or identity documents through the public form.