Refund & Dispute Policy

This policy explains how deposits, cancellations, refunds and disputes work on Sheahaircare. It forms part of our Terms of Service.

1. Deposits

Many bookings require a deposit to secure the appointment. The deposit reduces no-shows and confirms the client's commitment. The deposit is set by the stylist (typically 20–30% of the service price) and is shown before you confirm a booking; it counts towards the total price of the service.

2. How payments flow

Payments are processed and split by Paystack at the time of the transaction. A stylist's share is settled directly to that stylist's own Paystack subaccount on Paystack's standard settlement schedule. Sheahaircare does not hold or custody funds, there are no wallets or stored balances on the platform, and users cannot transfer funds to one another.

3. Cancellations and refunds

When a booking is cancelled before the appointment takes place, the deposit is refunded in full to the original payment method. This applies whether the customer or the stylist initiates the cancellation. To cancel, contact your stylist directly or email support@sheahaircare.com — we will arrange the cancellation and refund with your stylist.

If the customer does not attend the appointment (a no-show), the deposit is retained by the stylist, who reserved the time.

If a service is not delivered as agreed, raise a dispute (section 5) and we will help mediate a fair outcome, which may include a partial or full refund.

4. How refunds are processed

Approved refunds are processed through Paystack, back to the original payment method. Refunds typically reflect within a few business days, depending on your bank and Paystack's processing times.

5. Disputes

If something goes wrong with a booking, first try to resolve it directly with the stylist. If that does not work, contact us at support@sheahaircare.com with your booking details and a description of the issue. We will review the information from both sides and help reach a fair resolution. Where a refund is warranted, it is processed through Paystack.

We ask customers to raise disputes with us before initiating a card chargeback, so that we can resolve the matter quickly and fairly.

6. Changes

We may update this policy from time to time. The current version always appears here, with the "Last updated" date shown above.

7. Contact

Questions about refunds or a dispute: support@sheahaircare.com.