Effective Date: April 5, 2026

1. Our Commitment to You At Nova Beauty, we strive to provide a seamless and premium experience. However, we understand that sometimes things go wrong. If you are dissatisfied with our platform, a product you purchased, or your experience with one of our Partner studios, we want to hear from you so we can put it right.

2. Studio vs. Platform Complaints

• Complaints about a Service (e.g., Hair, Beauty, Wellness): Because our Partner studios operate as independent businesses, any complaints regarding a physical treatment, appointment, or service must first be raised directly with the salon management.

• Complaints about Nova Beauty or Serious Partner Misconduct: If your complaint is regarding our website, a physical product purchased directly from Nova Beauty, or a serious breach of our terms by a Partner studio (such as abusive behavior or unsafe practices), please follow the steps below.

3. How to Make a Complaint To log a formal complaint, please use the Contact Form at the bottom of this page. To help us resolve your issue as quickly as possible, please include:

• Your full name and contact details.

• The date the issue occurred.

• The name of the Partner studio (if applicable).

• Order numbers or booking references (if applicable).

• A clear description of the issue and how you would like it resolved.

4. What Happens Next?

1. Acknowledgement: We will acknowledge receipt of your complaint via email within 2 working days.

2. Investigation: Our management team will thoroughly review your complaint. We may reach out to you or the Partner studio for additional information.

3. Resolution: We aim to provide a full response and proposed resolution within 14 working days.