#At a glance
| Situation | What happens |
|---|---|
| You cancel before a beautician is assigned | Free Cancel in the app. Any wallet cashback or coupon used is returned. |
| You cancel after a beautician is assigned | Contact support Usually free; repeated late cancellations may lead to restrictions on offers or cash bookings. |
| You reschedule | Free In the app while the booking is waiting or before the beautician accepts; otherwise through support. |
| We cancel (no beautician available, emergencies) | Free Wallet credits and coupons are returned. We will try to offer another slot first. |
| Beautician does not arrive | Free Booking cancelled at no cost, plus a goodwill credit at our discretion. |
| Service quality issue | Redo or refund Report within 48 hours — see below. |
#Cancelling a booking
Open Bookings, choose the booking and tap Cancel. Online cancellation is available until a beautician has been assigned. After that, please contact support so we can inform the beautician who is on her way.
Because you pay only after the service, there is normally nothing to refund for a cancelled booking. Wallet cashback or coupons you applied are returned to your account automatically.
#Rescheduling
Tap Reschedule on the booking and pick another available date and time. Rescheduling is free. If the option is not shown, contact support and we will help.
#If you are not happy with the service
Tell us within 48 hours of the service by email at our contact page, by phone at +91 9540237723 or from Account → Help & support in the app. Share the booking number and, if possible, photos. After reviewing it with the beautician we will offer one of the following:
- A free redo of the service by the same or another beautician
- A full or partial refund of the amount paid for the affected service
- Wallet credit, if you prefer
Refunds are not given for change of mind after a service has been fully performed as booked, or for reactions to products you supplied yourself or conditions you did not tell us about.
#How refunds are paid
- Paid online (Razorpay): refunded to the original payment method (card, UPI, net banking or wallet).
- Paid in cash or by UPI to the beautician: refunded by UPI/bank transfer to your registered details, or as wallet credit if you choose.
- Paid with Shining Lady wallet balance: credited back to your wallet.
Approved refunds are started within 2 working days and usually reach you within 5–7 working days, depending on your bank.
#Wallet top-ups
Money you add to your Shining Lady wallet is used for future bookings. If you added money by mistake or are closing your account, contact us within 30 days of the top-up and any unused amount you paid will be refunded to the original payment method. Cashback, referral and promotional credits are not refundable.
#Safety & hygiene kit fee
The ₹79 safety & hygiene kit fee is charged once per completed booking. It is not charged for cancelled bookings and is refunded with the booking if the whole booking is refunded.
#Need help?
Reach us by email at our contact page, by phone at +91 9540237723 or from Account → Help & support in the app. Support hours: 08:00 AM – 05:00 PM, all 7 days.