How You're Protected

Your stylist doesn't get your money when you book. Your payment is held by Stripe, our payment processor, and is only released to your stylist after your service is done. If your appointment doesn't happen, your money comes back to you — in full when you cancel more than 24 hours ahead, and in full any time your stylist cancels. Cancelling inside 24 hours carries a fee, explained below.

You book

You pay the full service price in the app. Nothing is due at your appointment.

It's held, not paid out

Your payment sits with Stripe, our payment processor — not with your stylist. Depending on how you pay, your bank may show it as a pending authorization rather than a completed charge.

Your service happens

Your stylist marks the job complete. You have 24 hours to confirm or raise an issue.

Your stylist is paid

Only then, for a service that actually happened. If you raise an issue in that window, payment stops and we look at it before anyone is paid. The one exception is a late cancellation — that fee goes to your stylist for the slot they held. See below.

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Cancel inside 24 hours — 20% late-cancellation fee

Your stylist held that slot and turned other clients away. 20% of the service price is kept; the rest is returned to you.

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If your stylist cancels — you get everything back

Always, no matter how close to the appointment, and never a fee. That one is on us, not on you.

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If something goes wrong — raise it in the app

When your stylist marks the service complete, you have 24 hours to dispute it from My Bookings. Payment is held while we look into it.

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We never see your card number

Payments run through Stripe, which handles billions of dollars a year for companies like Amazon and Shopify. Your card details never touch RefreshMe's servers.

Something not right?

Tell us and we'll sort it out.

Response time: typically within 24 hours

Contact Support