Last updated: 22 June 2026
Plans change, life happens. This policy explains how cancellations and refunds work on PrettyFast, for bookings and for subscriptions. It forms part of our Terms of Service.
1. Cancelling a booking
You can cancel or reschedule a booking in the app at any time before the appointment. Open the booking and tap Cancel or Reschedule.
Beauty professionals run their own businesses and may set their own cancellation window and fee, for example asking for 24 hours’ notice. This is always shown to you before you confirm a booking. Please give as much notice as you can, so professionals can fill the slot.
2. If you paid in the app
- Cancel within the professional’s free window: you receive a full refund of any amount paid in the app for that booking.
- Cancel late, or do not show up: the professional’s stated cancellation fee may apply, and the rest is refunded to you.
- The professional cancels, or the service is not delivered: you receive a full refund.
If payment was made in person, any refund is arranged directly between you and the professional, on the terms you agreed.
3. If a professional cancels on you
We are sorry when this happens. You are notified straight away, any amount you paid in the app is refunded in full, and we will help you find another professional for the same service nearby.
4. How and when refunds are paid
Refunds for in-app payments are made through our payment partner, Paystack, back to the original payment method. Most refunds reach you within a few business days, though your bank may take a little longer. We do not charge a fee to process a refund.
5. Disputes and quality concerns
If a service was not as described, or something went wrong, contact us at complaints@prettyfast.co.za within a reasonable time. We will look into it fairly, talk to both sides, and help reach a resolution. Your rights under the Consumer Protection Act, 2008 always apply.
6. Subscriptions
This applies to professional plans and to Beauty Assist for consumers.
- Subscriptions are billed in advance and renew automatically until you cancel.
- You can cancel anytime in the app. Your access continues until the end of the period you have already paid for, and then it does not renew.
- Fees already paid for the current period are not generally refundable, except where the law requires or where we have charged you in error.
- If you were billed by mistake, or charged after cancelling, contact us and we will put it right.
7. Your cooling-off rights
Where the Electronic Communications and Transactions Act, 2002 gives you a cooling-off right for goods or services bought electronically, those rights apply. Please note that a cooling-off right may not apply once a service has been booked for a specific date and performed, or once digital content or a subscription benefit has begun, as allowed by law. Nothing in this policy limits your statutory rights.
8. How to request a refund
The fastest way is in the app, by cancelling the booking. For anything else, email complaints@prettyfast.co.za or info@prettyfast.co.za with your booking reference, or message us on WhatsApp at +27 71 291 1782. We will respond quickly.