Fair Play Guarantee: UrbanZen Private Limited provides a transparent and automated refund structure. Prepaid bookings cancelled eligible under our 2-hour window are processed automatically with zero hassle.
1. User-Initiated Cancellations
We understand plans change. UrbanZen offers flexible cancellation options directly within the UrbanZen Mobile App under "My Bookings":
- Free Cancellation Window: You can cancel any booked appointment slot free of charge up to 2 hours prior to your scheduled start time. You will receive a 100% full refund of any prepaid amount.
- Late Cancellation (< 2 Hours): Cancellations made within 2 hours of the reserved slot time may incur a late cancellation fee (up to 30% of the booking package value) to compensate the salon establishment and stylist for reserved idle slot time.
- No-Show Policy: Arriving more than 20 minutes late without prior notice will mark the booking as a "No-Show". Prepaid funds for No-Show bookings are non-refundable.
2. Appointment Rescheduling Policy
If you cannot make your appointment, you can reschedule your slot to a different time or date free of charge up to 1 hour prior to the scheduled slot, subject to salon availability.
3. Salon or Partner-Initiated Cancellations
In rare instances where a partner salon cancels your reservation due to technical power outages, emergency facility maintenance, or practitioner illness:
- You will receive an instant 100% full refund credited back to your original payment method or UrbanZen Wallet.
- UrbanZen will credit an additional ₹100 apology voucher to your account for your next salon reservation.
4. Refund Modes & Banking Timelines
Refunds for eligible cancelled bookings are initiated by our automated billing server within 24 hours of cancellation approval:
- UPI / Credit Card / Debit Card / Net Banking: Funds will reflect in your bank account or credit card statement within 5 to 7 business days as per standard RBI and banking settlement rules.
- UrbanZen Wallet Refunds: Refunded amounts selected for UrbanZen Wallet credit are credited instantly and can be used immediately for future appointments.
5. Service Quality Discrepancies & Dispute Claims
If the service delivered at the partner establishment significantly fails to match the booked service package description or violates hygiene standards:
Please send an email to support@urbanzen.co.in within 24 hours of appointment completion, including your Booking ID, invoice copy, and brief details. Our support resolution team will audit the incident with the salon manager to arrange a complimentary touch-up service or issue a full/partial refund.