Client Booking Policy

Last updated: 11 October 2026

1. Who we are

Style2You (Pty) Ltd
Registration number: 2025/906676/07
Website: style2you.shop
Email: style2you.shop@gmail.com
Registered address: 24 Populier Street, Kuilsriver, 7580

Style2You is an online marketplace that connects clients with independent stylists. Style2You does not employ stylists and does not provide styling services itself.

This Client Booking Policy applies when you book a stylist through the Style2You platform.

2. How bookings work

1. You browse stylist profiles and listings.
2. You select a service, date and time.
3. You answer any intake questions the stylist has set.
4. You confirm your booking.
5. You can pay through Paystack by authorizing your card, or you can agree with the stylist to pay in cash.
6. The stylist receives the booking request and must accept or decline within 12 hours.
7. Once accepted, the booking is confirmed.

You will receive email and in-app notifications about your booking.

3. Important legal information

3.1 Electronic Communications and Transactions Act 25 of 2002

Because you book a stylist for a specific date and time, the 7-day cooling-off right under section 44 of the ECTA does not generally apply to this service. This means you do not have an automatic 7-day right to cancel without reason.

However, if you cancel within 7 days of making your booking, and the payment has not yet been captured, you are entitled to a full release of the authorization under the ECTA. Contact style2you.shop@gmail.com to exercise this right.

3.2 Consumer Protection Act 68 of 2008

Nothing in this policy limits any mandatory consumer rights you have under the Consumer Protection Act.

4. Payment

4.1 Card payments

When you book with card payment through Style2You, you pay through Paystack, our secure payment partner.

Paystack is a PCI-DSS Level 1 certified payment gateway. Style2You never sees or stores your full card number.

4.2 How card payments work

Booking window	What happens
0–7 days before your appointment	You enter your card details at booking. Paystack places a hold on your card for the service amount. No money leaves your account yet.
8+ days before your appointment	You book without paying. We email you 5 days before your appointment with a link to secure your booking. You then place the hold on your card. If you do not secure it by 2 days before, the booking auto-cancels.

4.3 What is a “hold”?

A hold (also called a pre-authorization) is not a charge. It reserves the amount on your card so the stylist knows the funds are available.

• The money stays in your bank account.
• You will see a “pending” transaction on your statement.
• You are not charged until after the service is completed.
• If a lower amount is captured, the difference is automatically released back to you.

4.4 When you are charged

After the service is completed:

1. The stylist marks the booking as complete.
2. You confirm in your dashboard that the service was received.
3. Style2You captures the payment.
4. The stylist is paid.

If you do not confirm, the payment may still be captured after a reasonable period, provided the stylist has marked the service as complete.

4.5 Discounts and promotional codes

If you use a Style2You discount code:

• The hold is placed for the full price.
• When we capture, we capture the discounted amount.
• The difference is released back to you automatically within 24 hours.
• Commission charged to the stylist is calculated on the discounted amount (the amount you actually pay), not the original price.

Example: Service is R600. You use SAVE10 (10% off). We hold R600. After the service, we capture R540. The remaining R60 hold releases back to you. Commission is calculated on R540.

4.6 Cash bookings

If you and a stylist agree to a cash payment:

• The stylist may ask for an optional deposit, up to 15% of the service price.
• The deposit is paid directly into the stylist’s bank account.
• The remaining amount is paid in cash on the day.
• Cash bookings do not qualify for discounts or promotional codes.
• Commission on cash bookings is charged to the stylist and deducted from their next payout.

Important: Style2You does not process, hold, or take responsibility for any cash payments or deposits. Cash payments are made directly between you and the stylist. Any disputes regarding cash payments must be resolved directly with the stylist.

Deposit refund rules are agreed directly between you and the stylist. See our Cash Payment Policy for full details.

5. Cancellation by you

You may cancel a confirmed booking through your dashboard at any time before the appointment.

5.1 Card bookings (pre-authorization model)

Cancellation time	What actually happens
More than 24 hours before	The card authorization is released in full. You are not charged.
Between 24 and 2 hours before	50% of the agreed service price is captured, and 50% is released. The captured amount compensates the stylist for the late cancellation.
Less than 2 hours before, or no-show	The full amount is captured.
Within 7 days of payment (ECTA)	Release in full, regardless of the timing of the appointment. Contact support to exercise this right.

Before capture / after capture:

Cancellations that occur before payment is captured are processed by releasing the card authorization — no money is ever debited.

Once a payment has been captured and settled to the stylist, we cannot reverse it. We will facilitate a voluntary refund from the stylist and may suspend their account if they refuse to cooperate. You may also file a chargeback through your bank.

5.2 Cash bookings

For cash bookings, cancellation terms are agreed between you and the stylist. Style2You does not process refunds on cash payments.

5.3 Default rules

These are default rules. Style2You may adjust them for specific stylists or promotions, but any adjusted rules will be shown to you before booking.

6. If the stylist cancels

If the stylist cancels:

• More than 72 hours before: you receive a full release/refund.
• Between 72 and 24 hours before: you receive a full release/refund.
• Less than 24 hours before, or stylist no-show: you receive a full release/refund. Style2You may record the incident and may apply a ZAR 100 administrative fee to the stylist, but this does not affect you.

If a stylist cancels, Style2You may offer you the option to rebook with another stylist at no extra cost, or a full release/refund.

7. Lateness

7.1 Stylist lateness

If the stylist is more than 20 minutes late without communicating with you through the in-app chat, you may cancel and receive a full release/refund. This will be treated as a stylist cancellation.

7.2 Your lateness

Please arrive promptly or be at the agreed location on time.

If you are running late, contact the stylist through the in-app chat before the appointment time.

If you are more than 20 minutes late without communication, the stylist may mark the booking as a no-show, and the rules in section 9 below will apply.

8. Undisclosed hazards, allergens, pets or dangerous conditions

8.1 Your duty to disclose

When you book a house-call or mobile service, you must disclose any conditions at the service location that could affect the stylist’s safety, health, equipment or ability to perform the service.

This includes, but is not limited to:

• dangerous or unsafe conditions at the location;
• pets that may pose a risk to the stylist, the equipment, or the service;
• allergens that could affect the stylist or the service;
• any other hazard that would make it unsafe or impossible to perform the service.

You should also answer any intake questions the stylist has asked truthfully and completely.

8.2 What happens if you do not disclose

If you fail to disclose a hazard, allergen, pet or dangerous condition, and the stylist cannot safely or reasonably perform the service, then:

• The stylist is entitled to 60% of the agreed service price.
• You receive a partial refund of 40% of the amount held or paid.
• The booking is treated as incomplete due to non-disclosure, not as a stylist cancellation.

The stylist may take videos or photographs of the specific hazard, allergen, pet or dangerous condition before leaving the location. This evidence is used to resolve any dispute fairly.

8.3 How this is processed

• If payment has not yet been captured: Style2You captures 60% and releases the remaining 40% to you.
• If payment has already been captured: Style2You will process the 40% refund to you and recover the equivalent from the stylist only if the stylist agrees, or if Style2You determines the non-disclosure was not the stylist’s fault.
• For cash bookings: the deposit and cash paid are handled directly between you and the stylist, and Style2You does not process refunds.

8.4 Disputes

If you believe the stylist’s claim is unfair, you may lodge a grievance through Style2You.

Style2You will review:

• your booking information and intake answers;
• any messages in the in-app chat;
• any evidence provided by the stylist or by you.

Style2You’s decision is final in terms of platform administration, but it does not limit your legal rights.

9. No-show or incorrect address by client

If you:

• are uncontactable;
• are more than 20 minutes late without communication;
• provide an inaccurate address; or
• are not at the agreed location,

the stylist may mark the booking as a no-show.

In this case:

• You receive a 50% refund of the amount held or paid.
• The stylist is entitled to retain 50% of the service price, less commission, as compensation for the lost slot and travel.
• The remaining amount after the stylist’s share and commission is retained by Style2You or released to you as applicable.

For cash bookings: the deposit and cash paid are handled directly between you and the stylist. Style2You does not process refunds on cash payments.

Example (card booking): Service is R500. You no-show. Style2You captures R250 (50%). Commission of 15% is calculated on R250 (R37.50). The stylist receives R212.50. You receive R250 back.

10. If you are not happy with the service

We want to help resolve issues fairly.

Step 1: Talk to the stylist

If you are not happy with the service, you must first try to resolve the issue directly with the stylist through the in-app chat.

Many issues can be resolved quickly this way.

Step 2: Lodge a formal grievance

If you cannot resolve the issue with the stylist, you may lodge a formal grievance through Style2You.

You will need to provide:

• your booking ID;
• a description of the problem;
• any evidence, such as photos or screenshots.

Style2You will review the grievance and may offer a refund, partial refund, rebooking, or another appropriate remedy.

For full details, see our Grievance & Dispute Resolution Policy.

11. Chargebacks and disputes through your bank

11.1 Try to resolve with us first

If you are unhappy with a payment or a service, please contact us first at style2you.shop@gmail.com or lodge a grievance through the platform.

This gives us the chance to fix the issue quickly and fairly, without involving your bank.

11.2 If you still want to dispute the charge

If we cannot resolve the issue, you may have the right to raise a dispute with your bank or card issuer.

Please note:

• Chargebacks and payment disputes are handled by your bank, not by Style2You or Paystack directly.
• Your bank will have its own deadlines for raising a dispute. These vary, but are typically between 30 and 90 days from the transaction date.
• You should contact your bank through your banking app or customer service line to begin the process.

11.3 How the chargeback process works

1. You contact your bank and explain why the transaction was wrong.
2. Your bank reviews the claim and, if valid, initiates a formal chargeback request through the card network (Visa/Mastercard).
3. Paystack is notified and gives Style2You 48 hours to respond with evidence.
4. Style2You will provide all relevant booking records, chat logs, terms acceptance, and proof of service completion.
5. Your bank reviews the evidence and decides whether to uphold the chargeback or rule in the stylist’s favour.

11.4 What we will do

• We will cooperate fully with any formal investigation.
• We will provide booking records, messages, and any evidence of service completion.
• We will not penalise you for raising a legitimate dispute.

11.5 What we cannot do

• We cannot process chargebacks ourselves. Only your bank can do this.
• We cannot reverse a payment that has already settled to the stylist’s bank account. We can only ask the stylist to refund voluntarily, or support your bank’s dispute process.

12. Proof of service completion

Stylists are encouraged to take before-and-after photos as proof that the service was completed.

If a stylist takes photos of you or your property, they must ask for your permission first.

You may decline to be photographed. If you decline, the stylist may still mark the service as complete, but Style2You may ask for other evidence in the event of a dispute.

13. Reviews

After a completed booking, you may leave a review.

Reviews must be honest and based on your actual experience.

You may not:

• post fake reviews;
• use offensive or discriminatory language;
• include personal information of the stylist without permission.

14. Style2You’s role and liability

Style2You is a platform only.

To the extent permitted by South African law, Style2You is not liable for:

• the quality of the stylist’s service;
• disputes between you and the stylist;
• loss or damage arising from the stylist’s conduct;
• indirect or consequential losses.

Style2You’s liability, if any, is limited to the booking fee you paid for the specific booking.

Nothing in this policy limits Style2You’s liability for:

• fraud;
• gross negligence;
• death or personal injury;
• any liability that cannot be excluded under South African law.

15. Your responsibilities

You agree to:

• provide accurate booking information;
• answer intake questions truthfully;
• disclose any hazards, allergens, pets or dangerous conditions at the service location;
• be available at the agreed time and location;
• communicate respectfully with stylists;
• not misuse the platform;
• not attempt to book stylists off-platform to avoid fees;
• treat all stylists fairly and without discrimination.

16. Privacy

Personal information you provide is processed in accordance with our Privacy Policy.

By booking through Style2You, you consent to us sharing your booking details with the stylist so they can provide the service.

17. Changes to this policy

Style2You may update this Client Booking Policy from time to time.

The latest version will always be available on style2you.shop.

If we make material changes, we will notify you by email or through the platform.

18. Contact us

If you have any questions about this policy or a booking, contact:

Style2You (Pty) Ltd
Email: style2you.shop@gmail.com
Website: style2you.shop
Registered address: 24 Populier Street, Kuilsriver, 7580