Policy

1. About Sketchie

Sketchie is an online beauty-services platform that enables customers to discover and book services offered by independent beauty professionals, salons and Sketchie Managed Partners. Sketchie also provides booking-management and related digital services to participating beauty professionals and salons.

Business name: Sketchie
Country: South Africa
Website: sketchie.co.za
Email: support@sketchie.co.za

2. Acceptance of these terms

By using Sketchie, making a booking, paying a deposit or purchasing a provider subscription, you agree to these terms and the policies displayed during checkout. Customers must confirm that their booking information, selected service, location, date, time and price are correct before making payment.

3. Beauty-service bookings

Beauty services displayed on Sketchie are performed by independent beauty professionals, salons or approved Sketchie Managed Partners. The service description, duration, price, location and deposit required will be displayed before confirmation. Additional services requested directly from the provider may result in an additional charge.

A booking is confirmed only after the customer receives a booking confirmation from Sketchie. Where a deposit is required, the booking will not be confirmed until payment succeeds.

4. Payment

Online payments are securely processed through PayFast. Sketchie does not directly collect or store customers’ bank-card details. Prices are displayed in South African Rand. Any platform fee, deposit or other charge will be disclosed before payment. Customers must keep their payment confirmation and booking reference.

5. Customer cancellations

Customers may cancel an advance booking using the method in their booking confirmation or by contacting Sketchie.

• Cancellations made at least 24 hours before the appointment qualify for a refund of the amount paid, less reasonable disclosed costs that Sketchie or the provider cannot recover.
• Cancellations made less than 24 hours before the appointment may be subject to a reasonable cancellation charge.
• The provider’s ability to fill the appointment will be considered when determining the charge.
• A no-show may result in forfeiture of the deposit, subject to applicable consumer law.
• No cancellation charge will be imposed for the death or hospitalisation of the person for whom the booking was made. Reasonable supporting documentation may be requested.

Cancellation charges will be determined reasonably, considering the notice, reserved service and provider’s ability to fill the appointment.

6. Provider cancellations

If a stylist or salon cancels, the customer may choose a suitable alternative appointment, another available provider where possible, or a full refund. Customers will not be charged a cancellation fee.

7. Late arrivals

Customers should arrive on time. A provider may shorten or cancel an appointment where the remaining time is insufficient to perform the service safely or without affecting later bookings. Any charge must remain reasonable. If the provider is substantially late, the customer may request rescheduling or a refund.

8. Refunds

A refund request must include the customer’s name and cellphone number, booking reference, reason and relevant evidence where available.

• Approved refunds will not exceed the amount originally paid.
• Refunds will be returned through the original payment method.
• Sketchie will process an approved refund within 7 business days of approval.
• The bank or payment provider may need additional time to reflect it.
• A refund receipt or confirmation will be provided.

PayFast transaction fees or other charges will only be deducted where lawful, reasonable and disclosed.

9. Complaints about completed services

Customers should report concerns within 48 hours where reasonably possible. Concerns may include a materially different or undelivered service, incorrect charges, unsafe or inappropriate conduct, or a payment dispute. Sketchie will review information from both parties. Outcomes may include service correction, a partial or full refund, provider warning, suspension or another appropriate remedy. A complaint does not automatically guarantee a refund. Nothing removes rights provided by South African law.

10. Service delivery

Sketchie does not currently sell or deliver physical products. Booking confirmation is delivered electronically by website notification, email or SMS. The beauty service is delivered at the displayed provider location, an agreed location for an approved house call, or another recorded location. Customers must provide accurate contact and location information. Providers must deliver the booked service at the confirmed time and location.

11. House-call services

Customers must provide a safe and accurate location. Sketchie or the provider may cancel for a reasonable safety concern, inaccurate location, threatening conduct or another material risk. Where the customer did not cause the safety concern, the amount paid will be refunded or the appointment may be rescheduled.

12. Provider subscriptions and platform plans

Independent providers, salon subscribers and Sketchie Managed Partners may have different features, fees and commission arrangements. Prices, billing frequency, features and transaction charges will be shown before acceptance.

• Access is delivered electronically after successful payment.
• Monthly subscriptions remain active for the paid billing period.
• Providers may cancel before the next billing date to prevent renewal.
• Cancellation does not normally result in a refund for a billing period already started, except where the service was not supplied, was materially defective or a refund is required by law.
• Fees associated with completed bookings remain payable after cancellation.

Managed Partner arrangements may be subject to a separate written agreement.

13. Events beyond reasonable control

Customers and providers should reschedule promptly when affected by load-shedding, severe weather, transport disruption, illness, safety concerns or another event beyond reasonable control. Sketchie will seek a fair outcome, including rescheduling, platform credit or a refund where appropriate.

14. Prohibited conduct

Users and providers may not submit false bookings or claims; misrepresent services, prices, qualifications or identity; harass, threaten or discriminate; attempt fraud; misuse personal information; or facilitate unlawful activity. Sketchie may suspend or remove access for breaches.

15. Limitation of platform role

Except where Sketchie expressly provides or manages a service, the beauty professional or salon remains responsible for quality, safety and delivery. Sketchie facilitates discovery, booking, communication and, where applicable, payment, and will assist with complaints and disputes. Nothing excludes liability that cannot lawfully be excluded.

16. Privacy

Personal information will be processed in accordance with the Sketchie Privacy Policy and Protection of Personal Information Act. Booking details may be shared with the relevant provider only to manage and deliver the booking.

17. Contact and disputes

For cancellations, refunds, complaints or payment disputes, email support@sketchie.co.za. Sketchie will acknowledge the complaint, provide a reference number and attempt to resolve it fairly within a reasonable period.

18. Governing law

These terms are governed by the laws of the Republic of South Africa, including applicable provisions of the Consumer Protection Act, Electronic Communications and Transactions Act and Protection of Personal Information Act.