Why haven’t I received a refund after I cancelled?

Usually it’s one of four things.

It’s still processing. Refunds take 3 to 5 working days to reach your account. If you cancelled recently, give it a little longer before chasing.

You cancelled inside the 48 hour window. Deposits are only refunded when you cancel more than 48 hours before your booking. Inside that, the salon can keep it.

Your bank is slow. Some cards take an extra day or two to show a refund even after we’ve sent it. Check your statement rather than your app balance.

The salon hasn’t instructed us yet. If you’ve asked the salon to make an exception on a late cancellation, we can only refund once they’ve told us to. Chase them, not us, for this one.

Still stuck? If you’ve spoken to the salon and got nowhere, email support@tuftapp.com with “Missing Refund” in the subject line. Send us your order reference, the date you cancelled, and the amount you’re expecting back. We aim to reply to everything within 48 hours.