Purpose:
This policy outlines the cancellation and no-show terms that apply to all appointments booked via the KB Matrix Platforms. It is designed to protect the time, effort, and income of our business partners (stylists) while providing transparency and fairness for our clients.
Rescheduling and Cancellations:
Rescheduling window
- You may reschedule your appointment 48 hours before the scheduled time at no charge.
- If you reschedule less than 48 hours of your appointment, you will incur a 10% fee of the service cost to compensate the stylists for any inconvenience.
- The 10% fee will not go towards the total fee of your booking, and the balance will be automatically charged to your card through our Payment processor in accordance with our [Privacy policy].
Free Cancellation Window
- You may cancel your appointment up to 36 hours before the scheduled time at no charge.
Late Cancellation Fee
- Cancellations made less than 36 hours before your appointment may incur a cancellation fee of 30% of the total service cost.
- This fee compensates our stylists for the short notice and lost opportunity.
Emergency Cancellations
- If you need to cancel for an emergency (e.g., illness, accident), please contact KB Matrix support. We may waive the fee at our discretion.
No-Shows:
Definition
- A no-show means you do not attend your appointment and fail to cancel or reschedule your appointment in advance.
No-Show Fee
- If you miss your appointment without prior notice, you may be charged a NO-SHOW fee of 50–100% of the service cost, depending on if the stylist is on Basic, Premium or Advanced tier.
Business Partner Protection
- All fees are automatically processed via our secure system, based on the cancellation or no-show rules outlined here.
- Stylists are notified instantly and receive compensation based on the applied fee.
- Stylists do not need to request or enforce the fees manually; we handle it for them.
Client Support
- Clients will receive automated reminders via SMS, email, or in-app notifications.
- All fees are clearly displayed at the time of booking and again before confirming any cancellation.
- Clients will receive a 100% refund of the service cost paid if the appointment is cancelled by the stylists.
- Stylists may reschedule the appointment only with express approval from the client through in-app communication.
Transparency
- This policy is visible to all users at checkout, in their booking confirmation, and in the KB Matrix Help Centre.
- By booking an appointment on our Platforms, you agree to the terms of this policy.
Disputes
- If you believe a fee has been applied in error, you may raise a dispute by contacting our support team within 48 hours of the charge.
- KB Matrix reviews all disputes fairly, taking into account booking logs and both user and partner history.
Legal & Data Compliance
- Card details are captured securely via our payment provider and used only in accordance with our [Privacy Policy].
- All data handling is compliant with the UK GDPR and other applicable data protection laws.
Summary Table
| Action | Timeframe | Fees |
| Reschedule Late Reschedule | 48 hours before appointment Less than 48 hours | Free 10% penalty fee of total service cost |
| Early Cancelation Late Cancelation | Up to 36 hours before appointment Less than 36 hours before appointment | Free 30% of service cost |
| No-show (no notice) | Missed appointment | 50%–100% of service price |
If Hairstylists cancel the appointment, the client will receive the full amount paid (whether 50% deposit or full service cost).