Return & Refund Policy

Last updated: 2 October 2026

This policy explains when and how you can request a refund for a purchase made on htrim.app. Because hTrim provides digital services (salon software subscriptions and appointment bookings), there is no physical product to return.

At a glance: approved refunds are processed within 7–10 business days to your original payment method. Requests must be made within the eligibility window described below.

hTrim does not take payments from customers. Booking and using the queue as a customer is free. The payment for a haircut or treatment is made at the salon, not through hTrim, and any refund of that amount is a matter for the salon. This policy therefore concerns salon subscriptions paid to hTrim. Online payment for them has not launched yet; until it does, nothing is charged and there is nothing to refund.

1. Salon subscriptions

  • 7-day money-back: if you are not satisfied with a paid subscription, you may request a full refund within 7 calendar days of your first paid charge — the first payment after your free year, or your first payment if your salon had no free year. How much the salon used hTrim during its free year does not affect this.
  • Cancellations: you can cancel anytime to stop future renewals. Cancelling stops the next renewal; the current paid period remains active until it ends. Partial periods are not refunded except where required by law. A plan bought during the free year has not started; replacing it with a different plan before the free year ends refunds it in full.
  • Billing errors / duplicate charges: refunded in full once verified.
  • Service failure: if a paid feature is unavailable due to a fault on our side and we cannot resolve it within a reasonable time, you may request a pro-rata refund.
  • Advertising placements: a City Spotlight day cancelled at least 48 hours before it starts (Bangladesh time) is refunded in full; later cancellations are not refunded. A Featured Partner week cancelled before it starts (Saturday 00:00) is refunded in full; a started week is not. If a paid placement is not shown because of a fault on our side, that day or week is refunded in full.

2. Customer bookings

  • Booking on hTrim is free. Where a salon sets a booking deposit or a paid advance and collects it directly, that amount is between you and the salon and is refundable on the salon's terms, shown at the time of booking.
  • No-shows and late cancellations may be non-refundable, as set by the partner salon.

3. How to request a refund

  1. Email [email protected] (or use the Contact page) with your account email, payment date and reason.
  2. We acknowledge every request within 1 business day.
  3. We review and confirm eligibility within 3 business days.
  4. Approved refunds are issued to your original payment method (card / mobile wallet) within 7–10 business days. The time it appears in your account may depend on your bank or wallet provider.

4. Non-refundable items

  • Paid periods once the 7-day window has passed, except for billing errors, duplicate charges or a service failure as described above.
  • Third-party charges — for example the in-salon service paid directly to a salon.
  • Spotlight days and Featured weeks past their cancellation cut-off.
  • Charges arising from breach of our Terms & Conditions.

5. Contact

For any refund question, email [email protected] (Sunday–Thursday, 10:00–18:00 (BST)).