Refund Policy

1. Cancellations

• You can cancel your subscription at any time by emailing support@cutnapp.com from the email address on your account.
• Free trial: new salons start with a free trial. The trial length is shown when you sign up. Cancelling during the trial costs nothing.
• Final charge:we bill after use, so your usage in the month you cancel (prorated plan price, pay-as-you-go fees and any usage over your allowance) may be charged on the next billing date. After that we won’t charge you again.
• Before you cancel, you can ask us for an export of your data. You can also ask within 30 days after your account closes.

2. Refunds

To see when a refund applies, it helps to know how we bill:

• On the 1st of each month we charge your saved card for the calendar month that just ended.
• If you subscribe partway through a month, the first charge is your plan price ÷ 30 × the days left in that month, including the day you subscribed.
• Pay-as-you-go plans are charged 3% of the value of that month’s bookings. Cancelled bookings are not counted.
• Usage over your plan’s allowance, such as extra bookings or SMS messages, is added to the next charge.
• All amounts are in Sri Lankan Rupees (LKR).

Because you pay after using the service, you never pay in advance for time you don’t use. We refund charges that were made by mistake (see Billing errors).

How to ask for a refund: email support@cutnapp.com within 60 days of the charge. Include your salon name, the invoice number, date and amount (you can find these under Settings → Payment), and why you think the charge is wrong. We will tell you whether the refund is approved and how much it will be.

How refunds are paid:approved refunds go back to the card that was charged, through our payment processors Payments.lk and Payable. We can’t pay refunds in cash, by bank transfer or to another card. We can refund all of a charge or part of it, but never more than you paid. We refund the full approved amount and don’t deduct processing fees.

3. Plan changes

To move to a different plan, email support@cutnapp.comor use your dashboard if the option is shown there. The new plan’s allowances apply from the date of the change. Because we bill after use, the plan you are on when a month is charged (on the 1st) sets the price for that month. A plan change doesn’t create a refund for months that were already billed correctly.

4. Non-refundable charges

We don’t refund charges that were calculated correctly for a month you used, including:

• a month when you had access to your account, even if you used it less than expected;
• SMS and WhatsApp messages that were sent;
• bookings over your plan’s allowance that you took;
• pay-as-you-go fees on bookings that were not cancelled.

5. Billing errors

If you were charged by mistake, contact us straight away and we will put it right:

• You were charged twice for the same month. We refund the extra charge in full.
• You were charged the wrong amount. For example, a prorated amount was calculated wrongly, cancelled bookings were counted, or usage over your allowance was counted wrongly. We refund the difference.
• You were charged after closing your account for a period you didn’t use. We refund it in full.
• You were charged during your free trial. We refund it in full.

If CutnApp was unavailable for a long time because of a fault on our side, we may also offer a partial refund or credit. We decide these case by case.

6. Refunds for salon bookings

For customers:

• A salon may ask you to pay the full price or a 50% advance when you book. The salon’s own cancellation and refund policy decides whether you get money back.
• Contact the salon to cancel, reschedule or ask for a refund. Their details are on their booking page.
• If the salon doesn’t respond, you can contact PayHere or the bank that issued your card.

For salons:

• You are responsible for your cancellation and refund policy, for telling customers about it before they pay, and for issuing refunds through your PayHere account.
• In CutnApp, a booking that has been paid for can’t be cancelled until the payment is refunded. This makes sure customers aren’t left out of pocket.
• Disputes and chargebacks on customer payments are between you, your customer and PayHere.

7. Chargebacks and disputes

If a subscription charge looks wrong, please contact us first. We can usually fix it faster than a bank dispute.

You can still dispute a card payment with your bank. When you do, Payable and its bank handle the dispute under card network rules, and we send them evidence of the charge and of your use of CutnApp. While a dispute is open:

• we may limit your account until the dispute is resolved;
• if the bank decides the charge was valid, the amount is still owed, along with any chargeback fee the bank or card network charged us;
• if we have already refunded a charge, please don’t also dispute it, because you can’t be refunded twice.

8. Processing time

• We reply to refund requests within 5 business days.
• We can only send a refund once the original charge has settled with the bank. If you ask right after being charged, the refund may take a few extra days to start.
• After we send a refund, it usually appears on your statement within 5–14 business days, depending on your card issuer.
• We email you once our payment processor confirms the refund.

9. Contact us

If you have questions about this policy, email support@cutnapp.com. We reply to written complaints within 14 days. If we make an important change to this policy, we will tell you by email or in your dashboard at least 14days before it takes effect. A change doesn’t apply to charges made before it.