Refund Policy
Our policy for refunds, service credits, and dispute resolution — aligned with your rights under Nepali consumer law.
Governing Legal Framework
This Refund Policy is made in accordance with the Consumer Protection Act 2075 B.S. (2018 A.D.), the Consumer Protection Regulation 2076 B.S. (2019 A.D.), and the Muluki Civil Code 2074 B.S. Under these laws, you have statutory rights as a consumer which this policy does not diminish.
1. Our Commitment to Service Quality
Glow & Grace is committed to delivering beauty services of the highest standard. We stand behind the quality of every service we provide. If you are not satisfied, we want to hear from you immediately so we can make it right.
Concerns must be raised with our studio manager before leaving the studio, or within 24 hours of your appointment. Complaints raised after this window may not qualify for a remedy, as it becomes difficult to assess the outcome objectively.
2. Your Statutory Rights
Under Consumer Protection Act 2075, Section 8 (Right to Compensation)
If a service was demonstrably defective, significantly below the agreed standard, or not as described, you have the right to a remedy — including a corrective service, service credit, or partial refund — as determined by our studio management on a case-by-case basis.
These statutory rights exist independently of this policy and cannot be waived by contract. If you believe your statutory rights have not been respected, you may contact the Department of Commerce, Supplies and Consumer Protection or seek resolution through the courts of Nepal.
3. Completed Service Refunds
Cash refunds for completed services are not provided as a standard remedy. Our preferred remedies for service quality issues are:
- Complimentary corrective service — offered at no charge within a reasonable timeframe
- Service credit — credited to your account, valid for 6 months at any Glow & Grace location
- Partial cash refund — at our discretion, where a corrective service is not appropriate
All decisions are made by studio management and are subject to verification of the complaint. We may request to inspect the service result before making a determination.
4. Booking Deposit Refunds
Standard Appointments
- Cancellation more than 48 hours before the appointment: deposit held as a credit valid for 6 months.
- Cancellation within 48 hours or no-show: deposit forfeited (non-refundable).
Bridal & Package Bookings
- Cancellation more than 30 days before the event: 50% of the deposit refunded; remainder forfeited.
- Cancellation 14–30 days before the event: deposit fully forfeited.
- Cancellation less than 14 days before or day-of: full package cost is payable.
Cancellation by Glow & Grace
If Glow & Grace cancels a confirmed booking for reasons within our control (excluding force majeure), a full refund of any deposit paid will be issued within 7 business daysvia the original payment method.
5. Retail Product Refunds
Under the Consumer Protection Act 2075, you have the following rights for retail products purchased in-studio:
- Unopened products returned within 7 days with proof of purchase: full refund or exchange.
- Opened products: no refund for hygiene reasons, unless the product was faulty, mislabelled, or incorrectly recommended.
- Faulty or DDA non-compliant products: full refund or replacement at no charge, in accordance with the Drug Act 2035 B.S. and DDA cosmetics regulations.
6. Gift Vouchers
Gift vouchers are non-refundable and cannot be exchanged for cash. They expire 12 months from the date of purchase. Expired vouchers cannot be extended or redeemed. Lost, stolen, or damaged vouchers are not replaceable.
7. Membership Fees
Annual membership fees are non-refundable once the membership year has commenced and at least one benefit has been accessed. Where no benefits have been accessed within the first 14 days of the membership start date, a full refund may be requested.
8. How to Request a Refund or Credit
To raise a refund or service credit request, contact us within 24 hours of your appointment:
- Email: hello@glowgrace.net
- Phone/WhatsApp: +977 976 212 0425
- In person: speak with the studio manager at your location
Please include your full name, appointment date, studio location, service received, and a clear description of your concern. We aim to acknowledge all complaints within 2 business days and resolve them within 7 business days.
9. Dispute Escalation
If you are dissatisfied with our resolution, you may escalate your complaint to the Department of Commerce, Supplies and Consumer Protection (Government of Nepal) or seek redress through the District Court having jurisdiction over your location.
See our full Terms & Conditions for governing law and jurisdiction details.