Last Updated: 26-SEP-2025
This policy outlines your rights and our procedures regarding cancellations and refunds for all Digital Styling Services, In-Person Services, and Digital Products purchased from The VOU. It is designed to be fully compliant with UK consumer protection legislation, including the Consumer Contracts Regulations 2013.
For our policies on Physical Goods, please refer to our separate Shipping & Returns Policy.
1. Our Policy at a Glance
Services (Digital & In-Person): You have a 14-day right to cancel. However, if you request the service to begin within this period, you may be charged for work that has already been completed. Once a digital service has commenced (e.g., by submitting your materials), it is no longer eligible for a refund.
Digital Products (Instant Downloads): Your 14-day right to cancel is waived if you consent to an immediate download at checkout.
2. Digital Styling & Analysis Services (Online)
2.1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your contract for any service within 14 days of purchase without giving a reason.
2.2. Cancellation and Refunds for Digital Services
Our digital styling services are highly personalised and require the immediate allocation of time and expertise from our team of professional image consultants upon receipt of your materials (such as photographs and personal information).
- Before You Submit Materials: You are entitled to a full refund if you cancel within 14 days of purchase, provided you have not yet submitted your materials for analysis.
- After You Submit Materials: Once you submit your materials, our team of expert image consultants begins work immediately. At this point, the service is considered to have commenced at your request. Because expert knowledge, labour, and time have been invested, the service fee becomes non-refundable. You acknowledge that by submitting your materials within the 14-day cancellation period, you are requesting the service to start and agree that no refund can be provided thereafter.
3. Personal Styling Consultations (In-Person Services)
3.1. Cancellations
- More than 7 working days’ notice: You are eligible for a full refund, less a £50 administration fee to cover booking and processing costs.
- Less than 7 working days’ notice: No refund can be provided, as the appointment slot cannot typically be refilled at short notice.
- Failure to Attend: If you do not attend your scheduled appointment, you will be liable for the full fee, and no refund will be issued.
3.2. Rescheduling
- 14 working days’ notice or more: You may reschedule your appointment once without incurring an additional fee.
- At least 7 working days’ notice: A £100 fee will be charged to reschedule.
- Subsequent Rescheduling: Any further changes will incur a £200 fee, regardless of the notice provided.
4. Digital Products (Instant Downloads)
For Digital Products available for instant download (e.g., PDF guides), your statutory 14-day right to cancel is waived if you wish to access the content immediately. At checkout, you will be required to provide express consent for the immediate supply of the digital content and explicitly acknowledge that by doing so, you waive your right to cancel. All sales of instant download Digital Products where this right has been waived are final and non-refundable.
5. How to Request a Cancellation
To exercise your right to cancel, please notify us in writing by emailing us at contact@thevou.com. Please include your full name and order number.
6. Your Statutory Rights for Defective Services
This cancellation policy does not affect your legal rights. Under the Consumer Rights Act 2015, if a service is not performed with reasonable care and skill, you can ask for a repeat performance or a price reduction if a repeat is not possible. If your digital content is faulty, you are entitled to a repair or a replacement.