Refunds
A refund is something the business does, not something the portal offers. There is no button to request one, and nothing is returned on its own. This article says how to ask, what happens when the business agrees, and what you can expect to see.
Ask the business
- Find the invoice email — Invoice … from … — or the paid-invoice email for the payment in question. The invoice number is in the subject line.
- Contact the business with that number, the amount, and why. Their phone and email are in the portal’s footer and on every email they send; see Contact your detailer.
- The business decides. They can return the whole payment or part of it, and they record a reason on their side.
How the money comes back
- A card payment goes back to the card you paid with — the one in the payment link, the deposit at booking, or the card on file for a plan. It cannot be sent to a different card or handed over as cash.
- Cash or a check is returned the way it was paid: the business hands it back and records that they did.
- How long a card refund takes to show on your statement depends on your bank, not on the business or the portal. If the business has confirmed the refund and it has not appeared, ask your card issuer.
What you will see
- No email is sent when a refund is issued. Your confirmation is the business telling you, and the credit on your card statement.
- The invoice stays as it was. A refund does not reopen a paid invoice or change the amount on it, so a paid-invoice email you already have is still correct about the invoice.
- For a plan, the period’s row under Payment history still reads Paid. Its View invoice PDF is marked REFUNDED only when the whole payment came back.
There is no page in the portal listing refunds; see Receipts and your payment history for what the portal does keep.
Deposits and cancellations
A deposit paid when booking is a payment on your final bill. If the booking is canceled, nothing is refunded or kept automatically — the business handles deposits case by case, as the booking page said when you paid. Ask them when you cancel; see Change or cancel a booking. Moving the appointment keeps the deposit with it.
Plans
Stopping a plan from the portal ends it at the close of the period you have already paid for; nothing is refunded for a period you are part-way through, and you keep the visits until then. If the business ends a plan early on your behalf, they can refund the unused part of the period to the card that paid for it — that is their call, made from their side.
Good to know
- A refund can be for part of a payment, and a payment can be refunded more than once, up to what you paid.
- A charge you do not recognize is a question for the business first; they can see every payment against your account.
- A tip paid by card is part of the payment and can be refunded with it if the business chooses.