Return & Refund Policy
Last updated: October 2026
Thank you for using TouchUp. Please read this policy carefully before booking a service or making a payment through our app.
1 Refunds
If you have an issue with a service, product, booking, or payment, you may submit a refund complaint through the TouchUp platform.
Refund inquiries and complaints must be submitted within 5 days from the service completion date. Any refund inquiry submitted after this 5-day period will not be considered.
All refund requests are subject to a proper investigation. If the complaint is found to be valid and a refund is approved, the applicable payment will be processed within 5 business days after the refund has been approved.
A refund is not guaranteed for every complaint. The final decision will depend on the circumstances of the case and the results of the investigation.
2 Services
If you are dissatisfied with a completed service, you must contact TouchUp and submit your complaint within 5 days from the service completion date.
TouchUp will investigate the complaint and may contact the relevant service provider to verify the circumstances. Depending on the outcome of the investigation, TouchUp may arrange a revisit, corrective work, or approve a refund.
Refund inquiries submitted after 5 days from the service completion date will not be accepted or considered.
If a refund is approved following the investigation, the payment will be processed within 30 days.
3 Materials and Products
Materials, tools, and equipment ordered from shops through TouchUp are non-returnable and non-refundable once the order has been accepted.
4 Registration Fees
Registration fees paid by service providers and shops (LKR 5,000 for Single Vendors, LKR 10,000 for Organizations, and LKR 5,000 for Shops) are non-refundable under any circumstances, including rejection of verification documents or later account suspension.
5 Cancellations
You may cancel a booking through the app, but cancellation does not entitle you to a refund of any amount already paid.
6 Disputes
If you are unhappy with the quality of a service, please contact our support team before confirming completion. Our team will review the matter and may help resolve it with the provider, for example by arranging a revisit or corrective work. This does not guarantee a monetary refund.
7 Before You Pay
By completing a payment, you confirm that you have read and agree to this policy, along with our payment policy and terms and conditions, which are shown at the payment stage in the app.