Welcome to Tweak My Style — a digital platform designed to connect users with top-rated salons and stylists in their area. We understand that booking beauty and grooming services online requires trust, and we are committed to supporting both our clients and our partner salons to ensure high service standards are met at all times.

This Replacement Policy outlines the conditions under which a user may be eligible for a service replacement, rebooking, or platform credit due to issues arising from a service booked through Tweak My Style.

1. Our Role as a Platform

Tweak My Style functions as an aggregator and listing platform, allowing salons and beauty service providers to showcase their services, pricing, availability, and credentials. While we are not the direct service provider, we take user satisfaction seriously and act as a mediator in the event of service disruptions or disputes.

All salons listed on our platform operate independently and are fully responsible for the services they deliver. However, when discrepancies occur, our support team steps in to assist users with appropriate resolutions, including replacements when applicable.

2. Definition of a Replacement

A replacement refers to any of the following actions initiated by Tweak My Style in response to a verified issue with a completed or missed appointment:

Rebooking the same service with the original salon or an alternative salon of equivalent quality.
Substituting the booked service with an equal-value service from a verified provider.
Providing a Tweak My Style credit or voucher to be used for a future booking on our platform.

The purpose of a replacement is to ensure that users receive fair value for their bookings and maintain confidence in the services available through our platform.

3. Eligibility Criteria for a Replacement

Users may request a replacement under the following conditions:

a. Service Not Delivered

The salon did not honor a confirmed booking without prior notice or a valid reason.
The user arrived for the appointment, but the salon was closed, inaccessible, or unaware of the booking.

b. Service Not as Described

The service delivered was materially different from the description on the platform (e.g., booking a 60-minute massage and receiving only 30 minutes).
The stylist or specialist provided was not the one listed, or lacked the stated credentials or qualifications.
Products used were unsafe, expired, or unhygienic, and this was verified with evidence.

c. Unprofessional Conduct or Safety Issues

The service was delivered in an unsafe or unsanitary environment.
There was rude, inappropriate, or unprofessional behavior by staff that impacted the quality of the service.

d. Billing and Booking Errors

The user was overcharged or billed incorrectly due to a listing error.
There was a double booking or technical glitch that resulted in appointment denial.

To maintain fairness, replacement eligibility will be reviewed on a case-by-case basis, and approval is subject to evidence and investigation.

4. How to Request a Replacement

To request a replacement, users must follow the steps below:

Contact our Support Team within 48 hours of the scheduled appointment time.
Provide the following details:
Booking ID or confirmation number
Description of the issue
Any supporting evidence (e.g., photographs, screenshots, communication with the salon, payment receipts)
Submit the request via:
Email: support@tweakmystyle.com
In-App Support Chat (available 9:00 AM – 7:00 PM, Mon–Sat)

Our team will acknowledge your request within 24 hours and complete an investigation within 3–5 business days. If the request is approved, we will notify you of the available replacement options.

5. Possible Outcomes of a Replacement Request

Upon successful verification of your request, we may offer one of the following:

Rebooking with the same salon at no extra cost.
Booking with an alternate salon offering the same or similar service in your area.
A Tweak My Style gift voucher or credit of equivalent value to be used on future bookings.
In exceptional cases, we may process a full or partial refund, depending on the issue and its impact.

Note: Cash refunds are not our default resolution. We aim to provide replacements or credits to encourage continued use of the platform and support our partner salons.

6. Situations Not Covered Under the Replacement Policy

The following scenarios do not qualify for a replacement:

Dissatisfaction due to personal preference, such as not liking the style, color, or technique used (if the service was delivered as described).
Services are partially used or completed despite user dissatisfaction.
Cancellations or no-shows initiated by the user without valid notice or reason (see Cancellation Policy).
Offline transactions or direct bookings made outside of Tweak My Style.
Services impacted by force majeure events, including natural disasters, regional lockdowns, or health emergencies.

7. Responsibilities of Listed Salons

All salons and stylists listed on Tweak My Style are required to:

Maintain accurate and updated listings, including service details, pricing, photos, and availability.
Honor all confirmed appointments and provide services in line with the description.
Maintain professional behavior, hygiene standards, and proper licensing (where applicable).
Cooperate with our team in the event of a dispute or investigation.

Failure to comply may result in a warning, temporary suspension, or permanent removal from the platform.

8. Fraudulent or Abusive Claims

Tweak My Style maintains a zero-tolerance policy toward fraudulent replacement requests. Users who are found to be making false claims or misusing the system may:

Be permanently banned from the platform.
Forfeit any pending or future credits.
Be reported to the relevant authorities in cases of deliberate fraud.

We reserve the right to request further identification or documentation as part of our verification process.

9. Policy Updates and Final Rights

This Replacement Policy is subject to change without prior notice. Users are encouraged to review it periodically for any updates.

Tweak My Style reserves the final right of interpretation and decision on all replacement matters. Our goal is to ensure fairness and quality service for both users and our salon partners.

10. Need Help? Contact Us

If you have any questions or concerns regarding this policy or need help with a current issue, feel free to reach out:

Chat Support: Available in-app

Your satisfaction and safety are our top priorities. Thank you for choosing Tweak My Style to discover and book the best salon experiences near you.