Cancellation & Refund Policy.

1. Your supplier and how to contact us

Your contracting supplier is LARA MEDIA GROUP LTD, trading as The VOU, company number 13952247. Registered office: 167-169 Great Portland Street, London W1W 5PF, United Kingdom. Operating and contact office: 4 Maddox Street, International House, Floor 6, London W1S 1QP, United Kingdom.

Email [email protected] or send a clear cancellation statement to our operating and contact office. We remain responsible for services we sell even where a subcontracted stylist performs them.

2. Services and digital products have different rules

A remote styling consultation, colour analysis, body-shape analysis or personalised wardrobe service is a service even though its result may be delivered electronically. A pre-existing downloadable book or colour palette is digital content. Packages containing more than one type of supply must identify their components; the relevant rights apply to those components.

Our styling books and seasonal colour palettes are digital, not printed or physical products. A product being visible in the catalogue does not mean that a purchase or immediate download is currently available.

3. The 14-day cancellation period for services

For a service contract made online or at a distance, the statutory cancellation period normally ends 14 days after the contract is made. You can cancel during that period without giving a reason, unless the lawful full-performance exception described below applies.

Personalising a styling service does not, by itself, remove this right. Sending photographs, measurements or other materials does not automatically mean that the whole fee becomes non-refundable.

4. Asking us to start a service sooner

If you want a service to begin within the 14-day cancellation period, we need your express request to start early and must explain any amount you could owe if you later cancel. Merely accepting general terms or uploading materials is not a substitute for that request.

If you then cancel before the service is fully performed, we may charge only the lawful amount proportionate to the service actually supplied up to the time you notify us. This is normally based on the agreed total price, or the market value of equivalent services if that price is excessive. The balance must be refunded.

You do not bear a charge for work in the cooling-off period where the required early-start request or information about cancellation and payment was not obtained or provided.

The change-of-mind right can end once the service is fully performed during the period only where performance began after your express request and you acknowledged that you would lose that right once the service was fully performed. Starting work alone does not remove it.

5. Appointments, rescheduling and cancellation after cooling off

Please contact us promptly if you need to move or cancel an appointment. During a statutory cancellation period, the rules above take priority over a booking fee, notice deadline or rescheduling policy.

Any cancellation or rescheduling charge outside that period must be clearly disclosed before booking and fair in the circumstances. It must reflect a lawful, reasonable loss rather than an automatic penalty, taking account of costs saved and any replacement booking. We will explain the basis of any charge, and we will not obtain double compensation for the same loss.

Short notice or non-attendance does not automatically entitle us to retain the entire fee regardless of our actual loss. Any additional goodwill arrangement must be agreed separately and cannot reduce statutory rights.

If we cancel or cannot provide the agreed service, we will offer an appropriate alternative only with your agreement or reimburse the amounts due for the service not supplied. Your legal remedies remain available.

6. Downloadable books, colour palettes and other digital content

For digital content not supplied on a physical medium, the change-of-mind cancellation period normally ends 14 days after the contract is made.

If supply is to begin during that period, we must obtain your prior express consent to early supply and your acknowledgement that you will lose the cancellation right once supply begins. We must also provide the required confirmation in a form you can retain, such as an email. These conditions cannot be met by a pre-ticked box or a blanket statement that every digital purchase is final.

Where those conditions are met and supply begins, the change-of-mind right ends. It does not end merely because you pay or see a download product in the catalogue. Where the required consent, acknowledgement or confirmation is missing, the statutory protections apply and you may not have to bear the cost of content supplied during the cancellation period.

Losing the change-of-mind right does not remove remedies for defective, misdescribed or unlawfully supplied content.

7. If a service or digital product is defective

Services: we must perform the service with reasonable care and skill and meet binding information about it. Depending on the breach, you can require repeat performance at our expense, within a reasonable time and without significant inconvenience. Where repeat performance is impossible or is not provided as required, you may be entitled to an appropriate price reduction, which can be the full price. Other remedies available under the law are not excluded.

Paid digital content: it must be of satisfactory quality, fit for the applicable purpose and as described. The normal remedies for non-conforming content are repair or replacement at our expense, followed by a price reduction where those remedies are impossible or not provided within a reasonable time and without significant inconvenience. The reduction can be a full refund where appropriate. A failure of the right to supply may also create a right to a refund.

If our failure to use reasonable care and skill causes supplied digital content to damage your device or other digital content, you may have a right to repair of the damage or compensation. There is no blanket “no refunds” rule for downloads.

A specific satisfaction or performance guarantee advertised for your purchased package applies in addition to these rights. Contact us with the problem and the outcome you are seeking; an order number is helpful but other proof of purchase can be accepted.

8. How and when we refund

For a valid cooling-off cancellation of a service or digital-content contract, amounts due must normally be refunded without undue delay and within 14 days after you tell us you are cancelling, subject to any lawful proportionate service charge. For physical goods, the return or collection rules in the Shipping & Returns Policy determine when that deadline runs.

For a statutory service or digital-content price reduction, the refund must be made without undue delay and within 14 days after we agree that you are entitled to it.

We use the same payment method unless you expressly agree otherwise, and do not charge a refund fee. You do not have to accept store credit instead of a monetary refund where the law entitles you to money.

9. Giving notice and our cancellation form

You may use the following form, but you do not have to. A clear statement identifying the purchase and your decision to cancel is sufficient. Send it before the cancellation period expires. Keep a copy or evidence of sending.

To: LARA MEDIA GROUP LTD, trading as The VOU, 4 Maddox Street, International House, Floor 6, London W1S 1QP, United Kingdom; [email protected].

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / for the supply of the following service:

Goods or service:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Order reference, if available:
Signature of consumer(s), only if this form is notified on paper:
Date:

Delete as appropriate.

If we have failed to give the legally required cancellation information, the cancellation period may be extended. These policies do not shorten an extended period that applies under the law.