The promise
Pay upfront, with peace of mind
Sessions are paid in full when you book, rather than by deposit. It keeps things simple for everyone and means the diary is real.
More importantly: the session is built around you, not around a script. We check in as we go — is this working? would you rather I focused on something else? shall we head in a different direction? — so there are plenty of natural moments to tell me you'd like help in a different way. Say the word and we change course. It's your session.
Perhaps that's why, so far, nobody has ever asked for their money back. That's not a promise of perfection — just what actually happens when a session is shaped around what you want.
But the guarantee is there all the same: if you genuinely feel you didn't get what you came for — the value wasn't there, or you didn't feel listened to — you get your money back. No hoops, no small print written to catch you out. Just tell me honestly, and it's sorted.
The practical details
Changing your appointment
Cancellation or rescheduling is no problem. Just contact me as soon as you can and we’ll find another date or time that suits you.
If I need to change the date
If I need to cancel or postpone your appointment, I’ll give you as much notice as possible and offer you a new date or a full refund — whichever you prefer.
Concerns & the money-back guarantee
If you have a concern or would like to claim the money-back guarantee, please contact me within 48 hours of receiving your Personal Style Report. I’ll ask to arrange a phone call so I can properly understand your concerns and make sure I have the right details for any refund.
Bookings made online or by phone
You normally have a legal right to cancel within 14 days of booking. If you ask me to begin work during that period, you may need to pay a fair amount for work already completed. Once the service has been fully provided at your request, the 14-day cooling-off right ends.
A personal service
I’ll provide your styling service with reasonable care and skill, working around the preferences, lifestyle and budget we discuss. Styling is personal, so I can’t promise a particular result. You are always free to decide what to buy, keep or wear. Any clothing you buy is supplied by the retailer and is covered by that retailer’s own returns policy.
The money-back guarantee is in addition to your legal rights and does not replace them.
Any questions about this before booking? Get in touch or email thirdgenstylist@charlottetolhurst.com — it's a fair thing to ask.