Refund & Cancellation Policy

This page is clearly labelled so customers can find refund and cancellation information before making a payment.

1. Who handles refunds

For purchases made from a salon using XTAN, the salon is normally the seller and handles refund decisions. For services sold directly by XTAN LIMITED, XTAN handles the request.

2. How to request a refund

Email paul@xtan.co.uk with your name, payment date, amount, salon, invoice or order reference and reason for the request. Never send full card details by email.

3. Incorrect or duplicate charges

Report duplicate or incorrect charges promptly. We or the relevant salon will investigate using the payment reference and transaction records.

4. Bookings

Salon-specific cancellation notice periods shown during booking apply. Late cancellations and missed appointments may be non-refundable where this was clearly disclosed before booking, subject to consumer law.

5. Passes, memberships and minutes

Used, partially used, activated, expired or promotional passes and memberships may not qualify for a full refund unless required by law or allowed by the seller’s terms.

6. Refund method

Approved card refunds are normally returned to the original payment method. Processing time depends on the payment provider and card issuer and may take several business days.

7. Statutory rights

This policy does not remove rights under applicable UK consumer law.