At Orna, we strive to provide a seamless and satisfying experience for our customers and partners. Our Cancellation Policy outlines the terms under which cancellations and refunds are handled. Please read this policy carefully to understand your rights and responsibilities.
1. Customer Cancellations
1.1 Cancellation Window:
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- Regular Services: Customers may cancel their booking up to 24 hours before the scheduled appointment time without any penalty.
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- Special Services or Events: For services or events requiring extensive preparation (e.g., wedding makeup), cancellations must be made at least 72 hours in advance to avoid charges.
1.2 Late Cancellations:
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- Regular Services: If a cancellation is made less than 24 hours before the appointment, Orna reserves the right to charge a cancellation fee of up to 50% of the service price.
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- Special Services or Events: For cancellations made less than 72 hours before the appointment, up to 75% of the service price may be charged as a cancellation fee.
1.3 No-Show Policy:
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- If a customer does not show up for the scheduled appointment without prior cancellation, a no-show fee equivalent to 100% of the service price will be charged.
1.4 Refunds:
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- Refunds for cancellations made within the allowed window will be processed within 7-10 business days.
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- Any applicable cancellation fees will be deducted from the refund amount.
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- Refunds will be issued to the original payment method used for booking.
2. Partner Cancellations
2.1 Cancellation by Partners:
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- Partners are required to provide at least 24 hours’ notice if they need to cancel a booking.
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- Repeated cancellations by Partners may result in penalties or removal from our platform.
2.2 Customer Options for Partner Cancellations:
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- In the event of a Partner-initiated cancellation, customers will be notified immediately.
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- Customers may choose to reschedule the appointment or receive a full refund.
3. Rescheduling
3.1 Customer-Initiated Rescheduling:
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- Customers can reschedule their appointment up to 24 hours before the scheduled time without any penalty.
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- Rescheduling requests made within 24 hours of the appointment may incur a rescheduling fee, subject to the Partner’s policies.
3.2 Partner-Initiated Rescheduling:
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- If a Partner needs to reschedule, they must provide at least 24 hours’ notice.
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- Customers will be offered alternative times or the option to cancel for a full refund.
4. Exceptional Circumstances
4.1 Force Majeure:
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- Neither customers nor Partners will be penalized for cancellations due to unforeseen circumstances beyond their control, such as severe weather, natural disasters, or emergencies.
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- In such cases, customers will be offered the option to reschedule or receive a full refund.
4.2 Health and Safety:
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- If a customer or Partner feels unwell or has health concerns related to the service, we encourage them to cancel or reschedule in the interest of safety.
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- No penalties will be applied for cancellations made due to genuine health concerns, provided appropriate notice is given.
5. Refund Processing
5.1 Refund Timelines:
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- Refunds will be processed within 7-10 business days of the cancellation request.
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- The time taken for the refund to reflect in your account may vary depending on the payment method and financial institution.
5.2 Refund Method:
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- Refunds will be issued to the original payment method used at the time of booking.
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- If the original payment method is no longer available, customers should contact us to arrange an alternative refund method.
6. Contact Us
For any questions or assistance regarding cancellations and refunds, please contact our customer support team:
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- Email: the.orna.life@gmail.com
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- Phone: +91-91608 88888