Customer Policy & Refund Policy

Overview

This document tells you what to expect when you visit Glam Up: how to book, what happens if plans change, how we pay attention to your health and privacy, and what we do if you are not happy. It also explains how refunds work when you pay with Payflex, because those refunds follow Payflex's rules as well as ours.

Part A

Customer policy

1. Bookings

1.1 You can book by phone on 060 845 9001, by email at viwe@glamup.co.za, or in the salon. We confirm your service, date, time and an estimated price.

1.2 Some prices depend on hair length, thickness, condition or the amount of work involved, for example colour, braids, extensions or nail removal. In those cases the price you are given is an estimate. We will confirm the final price with you at your consultation, before we start.

1.3 To secure longer or higher-value bookings we ask for a deposit of 50% for colour, braiding, extensions, bridal and group bookings, and any service over R1 000. Your deposit is deducted from your final bill.

2. Arriving late, rescheduling, cancelling and no-shows

2.1 Please arrive 5 to 10 minutes early. We keep our appointments tight so every client gets our full attention.

2.2 If you are up to 15 minutes late we will do our best to complete your full service. If that is not possible we may shorten it or ask you to reschedule. You will only be charged for work actually done, unless a deposit applies.

2.3 You can cancel or reschedule free of charge if you tell us at least 24 hours before your appointment. Your deposit will be moved to the new booking or refunded.

2.4 If you cancel with less than 24 hours' notice, or do not arrive, your deposit is kept as a reasonable cancellation charge for the time we held for you. If you did not pay a deposit, we may ask for one on your next booking.

2.5 Illness and genuine emergencies happen. Please contact us as early as you can and we will be as flexible as possible.

2.6 If Glam Up has to cancel or move your appointment, you can choose a new time at no cost, or receive a full refund of any deposit you paid.

3. Prices and payment

3.1 Payment is due at the end of your service, before you leave. We accept cash, card, EFT, Payfast (online) and Payflex.

3.2 Prices include VAT where applicable. Tips are voluntary and go to the team.

3.3 Gift vouchers are valid for three years from the date of issue, as the CPA requires. They cannot be exchanged for cash. Gift vouchers cannot be bought using Payflex (see section 18.8).

3.4 If you pay with Payflex, Part C of this document also applies to you. If you pay online with Payfast, Part D also applies.

4. Health, safety and your consultation

4.1 Please tell us before your service about allergies, sensitive skin, skin or nail conditions, pregnancy, medication, and any recent chemical treatments such as relaxers, colour or keratin.

4.2 We recommend a patch test at least 48 hours before any new colour or chemical treatment. We will not carry out a service we believe is unsafe for you.

4.3 We cannot work on broken or infected skin, or on a nail or scalp condition that could spread or be made worse. If we have to decline a service for safety reasons, you can rebook without any charge, and any deposit moves to the new date.

4.4 Our tools are cleaned and sterilised between clients, and single-use items are never reused. If you ever have a concern about hygiene, please tell us straight away.

4.5 If you feel a burning, stinging or any reaction during or after a service, tell us immediately. We will stop, help you, and suggest medical attention if needed.

5. Conduct, children and belongings

5.1 We welcome everyone and ask for courtesy in return. We may end a service early if a client or guest is abusive or unsafe. You will pay for the work already done.

5.2 Children are welcome when they are booked in for a service, or when an adult is supervising them at all times. For their safety, young children should not be left unattended near tools, heaters or products.

5.3 Please keep your valuables with you. To the extent the law allows, Glam Up is not responsible for lost or stolen belongings, but we are responsible for damage caused by our own negligence.

5.4 We would love to share our work on social media. We will only photograph or film you with your permission, and you may withdraw it at any time.

6. Your personal information

6.1 We collect your name, contact details, booking history, relevant health and allergy notes, and payment references. We use them only to look after you: to book and remind you of appointments, deliver services safely, process payments and handle refunds or complaints.

6.2 We do not sell your information. We share it only with people who need it to serve you, for example a payment provider such as Payflex, or when the law requires it.

6.3 When you pay with Payflex, Payflex collects its own information from you, such as your ID number and bank card details, under its own privacy policy. Glam Up does not see your credit assessment or your full card details.

6.4 Under the Protection of Personal Information Act 4 of 2013 (POPIA) you can ask to see, correct or delete your information. Contact viwe@glamup.co.za. You can also complain to the Information Regulator.

7. Feedback and complaints

7.1 The best time to tell us about a concern is during or straight after your service, while we can still put it right.

7.2 If you would like to complain afterwards, contact the salon manager at viwe@glamup.co.za or on 060 845 9001 with your booking details and, where relevant, a photo. We reply within 2 business days and aim to resolve every complaint within 5 business days.

7.3 If we cannot resolve it, you may approach the National Consumer Commission. For problems with a Payflex account or instalment plan, see section 19.

8. Changes to this policy

8.1 We may update this policy from time to time. The version in force on the day you book applies to that booking. The latest version is available in the salon and at glamup.co.za.

Part B

Refund policy

9. Services

9.1 Tell us promptly. If you are not happy with a service, tell us before you leave the salon or within 48 hours for hair services and 7 days for nails and other beauty services. Please send your booking details and a clear photo.

9.2 Step 1 – we put it right. We will redo or correct the service at no charge at the next available appointment. For nails, this includes a free repair of lifting, chipping or breakage within 7 days that is not caused by damage or misuse.

9.3 Step 2 – we refund. If we cannot fix the problem, or you reasonably prefer not to return, we will refund the part of the service that was unsatisfactory, in proportion to the problem. This follows your right under section 54 of the CPA to have a service performed with reasonable care and skill, and to receive a remedy if it is not.

9.4 What is usually not refundable:

• a change of mind or a change in taste after a service that was done as agreed;
• damage or wear after you leave, for example from heat tools, DIY treatments, chemicals, rough use or not following our aftercare advice;
• results affected by a condition or product you did not tell us about, or by hair or nail condition that we explained during your consultation;
• a look or colour that was not discussed and confirmed at your consultation;
• a service that another salon has altered or corrected since your visit;
• tips, and deposits kept under section 2.4.

9.5 Allergic or adverse reactions. We take these seriously. We look at each one individually. Where a reaction follows a service or product used by us, we will refund the affected service and, where the cause is clear, help with reasonable related costs. Please see a medical professional first and keep your records.

10. Deposits

10.1 Deposits are handled under section 2. In short: cancel at least 24 hours ahead and your deposit is moved or refunded. Cancel later or miss your appointment, and the deposit is kept. If Glam Up cancels, your deposit is refunded in full or moved to a new date of your choice.

11. Retail products

11.1 You can return an unused, unopened and sealed product with proof of purchase within 7 days for an exchange or refund.

11.2 For hygiene reasons we cannot take back opened cosmetics, used tools, or hair extensions and wigs that have been worn or installed, unless they are faulty.

11.3 If a product is faulty, unsafe or not what you ordered, you may return it within six months of purchase. Under section 56 of the CPA we will repair it, replace it or refund you, at your choice where the law gives you that choice.

12. How and when refunds are paid

12.1 To request a refund, speak to the team, call 060 845 9001, or email viwe@glamup.co.za. You can also complete our Refund Request Form, which is available as a separate download from the salon; ask us, or email us to receive a copy. Please have your receipt, booking details, or your Payflex or Payfast reference ready.

12.2 We will let you know our decision within 2 business days of receiving your request and the information we need.

12.3 Approved refunds go back to the same payment method you used:

• Cash: in cash in the salon, or by EFT if you prefer.
• Card: reversed to your card. Your bank decides when it shows, which is usually within 7 to 10 business days.
• EFT: paid back to the account that made the payment within 3 business days of approval.
• Payfast: through Payfast, as set out in Part D.
• Payflex: through Payflex only, as set out in Part C.

Part C

Paying with Payflex

Payflex is a South African “buy now, pay later” provider. It lets approved clients split the cost of a purchase into instalments. The sections below explain how that works at Glam Up and how it affects refunds. They are based on Payflex's published Terms and Conditions as at 19 October 2026. If Payflex changes its terms, Payflex's current terms apply to your Payflex plan.

13. How Payflex works at Glam Up

13.1 When you choose Payflex at the till, Payflex decides whether to approve you. If you are approved, Payflex pays Glam Up for your service or product, and you repay Payflex in instalments.

13.2 Payflex offers three plans: Pay in 4 (four instalments over six weeks, with the first due upfront and the rest every two weeks), Pay in 3 (three instalments over three pay cycles) and Pay in 2 (two instalments over two pay cycles). Which plans are available to you depends on Payflex.

13.3 You have two separate agreements. Your agreement about the service or product is with Glam Up. Your agreement about paying in instalments is with Payflex.

14. Who is responsible for what

15. Eligibility and approval

15.1 Payflex's approval is its own decision. Glam Up cannot approve, change or guarantee it. Payflex's terms say clients must be 18 or older, living and earning in South Africa, with a valid South African bank card in their own name, and must not be over-indebted or under debt review.

15.2 Payflex sets minimum and maximum purchase amounts. If you are declined or the amount is outside the limits, you are welcome to pay another way.

16. Costs

16.1 Payflex charges no interest and no fees on your plan as long as every instalment is paid in full and on time, and there is no fee to open a Payflex account.

16.2 If an instalment is missed, Payflex charges a default fee, and may charge a further fee each week until you pay or the cap is reached. Under Payflex's current terms the total default fees are capped at the lower of R285 (including VAT) or 50% of the purchase price on Pay in 4, R375 on Pay in 3, and R285 on Pay in 2. Payflex can change these amounts, so please check your plan.

16.3 Default fees are charged and collected by Payflex, not by Glam Up.

17. Keep paying your instalments, even if you have a question about our service

17.1 Under Payflex's terms you must keep paying every instalment on time, even if you have a complaint or dispute about the service or product, or you have asked for a refund. You cannot hold back payments while a refund is being considered.

17.2 Payflex only changes your plan once the retailer asks it to in writing. So the safest thing is to speak to us early, keep your instalments going, and let the refund adjust your plan once it has been approved.

18. Refunds when you paid with Payflex

18.1 Same standard as every client. Whether you are refunded does not depend on how you paid. The rules in Part B decide it.

18.2 Refunded through Payflex only. If you paid with Payflex, we will refund you only through Payflex. We cannot give you cash, an EFT or a voucher instead. Payflex's terms state that if a retailer refunds you directly in cash or vouchers, you remain responsible for paying your whole Payflex plan. Refunding through Payflex is what actually reduces or cancels what you owe.

18.3 What we do. Once we approve your refund, we submit it to Payflex within 2 business days. Payflex then adjusts your instalment plan. Glam Up does not control Payflex's systems or timing.

18.4 Full refund. The instalments you have already paid are returned to you, and your remaining instalments are cancelled.

18.5 Partial refund. Payflex applies the refund to your last instalment first, then works backwards. If the refund is larger than what you still owe, the difference is paid into your Payflex wallet and the plan is marked as paid up. You can ask Payflex to cash out your wallet to your bank account, and the money then clears according to normal bank rules.

18.6 Timing. After we submit your refund, please allow a few business days for it to show on your Payflex plan or wallet. If you cannot see it after 7 business days, contact us with your refund reference and then Payflex support.

18.7 Deposits. If you paid a deposit with Payflex, and it is refundable under section 2, it is refunded in the same way.

18.8 Gift vouchers. Payflex's rules for retailers generally do not allow gift cards or vouchers to be sold on Payflex, so gift vouchers cannot be bought with it. We also will not issue a voucher as a refund for a Payflex payment.

18.9 Products and services bought together. If you return only part of a purchase, only that part is refunded and your plan is adjusted for that amount.

19. Problems with your Payflex account

19.1 Glam Up cannot help with approvals, spend limits, missed instalments, default fees, card problems or collections. Those belong to Payflex.

19.2 Contact Payflex through the form at payflex.co.za/support. If you are not satisfied with Payflex's response, Payflex's terms say you may use alternative dispute resolution and, where the agreement is an incidental credit agreement under the National Credit Act, you may complain to the National Credit Regulator (0860 627 627) or apply to the National Credit Tribunal.

19.3 For anything about our service, products or a refund decision, contact Glam Up as set out in section 7.

Part D

Paying online with Payfast

Payfast is a South African online payment service. We may use it to take deposits and payments securely when you are not in the salon, for example to confirm a booking or settle your bill by a payment link.

20. How Payfast works at Glam Up

20.1 When you pay with Payfast, you are sent to Payfast's secure payment page. The payment methods you see there depend on what Payfast offers us, and can include card payments, Instant EFT, Capitec Pay, Apple Pay, Google Pay and QR-code payments.

20.2 Payfast handles your payment details. Glam Up does not see or store your card number or banking login.

20.3 Payfast emails you a payment confirmation. Please keep it, because it contains the payment reference we may ask for if you need a refund or have a question.

20.4 If the Payfast page offers Payflex as an option and you choose it, Payflex's rules in Part C apply to that payment.

20.5 For your safety, we only send payment links from the salon number (060 845 9001) or from viwe@glamup.co.za. We will never ask you to send card numbers, PINs or banking passwords by message or email.

21. Refunds when you paid with Payfast

21.1 Same standard as every client. Whether you are refunded is decided by Part B, not by how you paid.

21.2 Refunded through Payfast. Once we approve a refund, we process it from our Payfast account within 2 business days. It can be the full amount or only part of the amount, depending on what we approved. Payfast sends you a refund confirmation email that shows the reason.

21.3 Card payments are refunded to the card you paid with. Banks run their own checks, so it can take up to 7 to 10 business days to show on your statement.

21.4 Instant EFT, debit card, SnapScan, Zapper and some other methods cannot always be returned to the original source. We will ask for your banking details and pay the refund by EFT into your own account. This usually takes 2 to 3 business days. Please give your details only on the Refund Request Form or directly to the manager, check them carefully, and use an account in your own name. We cannot recover money sent to incorrect details that you gave us.

21.5 No deductions. We refund the full amount we approved. Glam Up does not deduct Payfast's processing fees from your refund.

21.6 Deposits. A deposit paid through Payfast that is refundable under section 2 is refunded in the same way.

21.7 Timing. Banks decide how quickly a refund shows. If it has not appeared after the times above, contact us with your Payfast payment reference and we will trace it with you.

22. Problems with a Payfast payment

22.1 If your money left your account but you did not receive a confirmation, or you think you were charged twice, contact us on 060 845 9001 or viwe@glamup.co.za with your bank statement line or Payfast reference. We will check our Payfast account and put it right.

22.2 For issues with your own bank or card, such as declined payments, limits or Instant EFT login problems, please contact your bank.

Appendix A

Staff refund procedure (Payfast and Payflex)

Follow these steps every time a client asks for a refund. The client completes the separate Refund Request Form.