Delivery and return

Last updated: August 2026

Seller: MEDIASTAGE S.R.L., Str. Timiș no. 81B, Giroc, Timiș County, Reg. Com. J2026045379002, CUI 55259305, email: [email protected]. StilHub is a digital platform: for StilHub Business subscriptions, the seller is MEDIASTAGE S.R.L.; for services and products booked through the app, the seller is the partner salon, and StilHub acts as a technical intermediary (see Terms and conditions Delivery Returns and Cancellation).

Delivery

StilHub sells digital services and services provided in the salon. We do not ship packages by courier and do not charge shipping fees. The delivery method and timeframe vary depending on what you purchased:

1. StilHub Business Subscription (for salons)

• What you receive: access to the StilHub admin panel, a digital service, with no physical delivery.
• Delivery method: electronically, through automatic activation in your account on stilhub.ro/business, as soon as the payment is confirmed by the processor.
• Delivery timeframe: immediately, usually in less than a minute after payment confirmation. If the payment processor requires additional checks, activation takes place within a maximum of 24 hours.
• Confirmation: you will receive activation confirmation and the tax invoice in PDF format at the account's email address.

2. Services booked through the app (appointments)

• What you receive: the service provided by the salon you chose.
• Delivery method: the service is provided at the salon's premises. The full address is shown on the salon's page before you confirm the booking. Services are not provided at your home.
• Timeframe: at the date and time you booked, as confirmed by the salon. You receive confirmation by email, through an in-app notification, and, if the salon has this feature enabled, by SMS.

3. Products, pickup from the salon (click & collect)

• What you receive: the products ordered from the selling salon.
• Delivery method: personal pickup from the salon only. The order is placed online, and the products are picked up from the salon's address during its opening hours. Not delivered by courier.
• Delivery timeframe: the salon confirms the order and notifies you by email and in-app notification once it is ready, usually within 1 - 3 business days. The exact timeframe is set and communicated by the selling salon when the order is confirmed.
• Where: the pickup address and hours are shown on the salon's page and in the "My Orders" section of the app.

4. Gift cards and session memberships

• Delivery method: electronically. The gift card arrives by email, with a code and a QR code; the session membership is activated automatically in your account in the app.
• Delivery timeframe: immediately after payment confirmation (a few minutes). If the email does not arrive, check your Spam folder and write to us, we will resend the gift card.

Returns and Cancellation

The return method and timeframes likewise depend on the type of order. Refunds are issued always to the same payment method used for the purchase, we do not refund in cash or to another account.

1. StilHub Business Subscription (for salons)

• Cancellation: any time, from the panel → Subscription. The subscription will no longer renew, and access remains active until the end of the already-paid period. There is no cancellation fee and no minimum contract term.
• Free trial period: before any payment, you get a trial period (the duration is shown at sign-up), with no card required.
• Refund, 14-day commercial guarantee: the subscription is a service intended for professionals, for which the law does not provide a right of withdrawal. However, we voluntarily offer a full refund if you request this within a maximum of 14 calendar days of payment, and the service has not been significantly used during that period. Already consumed SMS credits are deducted, as they represent costs incurred with mobile network operators.
• Refund timeframe: we initiate the refund within a maximum of 14 days from the acceptance of the request; the amount appears in your account within 3 - 10 business days, depending on the card-issuing bank.

2. Appointments (service bookings)

• Cancellation: in the app, the section My Appointments, subject to the salon's cancellation policy. This policy (deadline, any specific rules) is set by each salon and is shown to you before to confirm the booking.
• Refund: if you paid online, cancellation triggers automatically a full refund to the card used. You do not need to request anything separately.
• Refund timeframe: the refund is initiated automatically at the time of cancellation; the amount appears in your account within 3 - 10 business days, depending on the issuing bank.
• No-show: failure to show up for an appointment, or cancellation outside the deadline announced by the salon, may be handled according to the salon's own policy.

3. Products picked up from the salon

• Cancellation before pickup: in the section My Orders, as long as the order has not been marked as ready. If you do not pick up the order, it is cancelled and the amount paid online is refunded in full.
• Legal right of withdrawal: as a consumer, you have the right to withdraw within 14 calendar days from taking possession of the products, without giving any reason (O.U.G. nr. 34/2014). By law, sealed products that cannot be returned for hygiene reasons and that have been unsealed after delivery (for example, cosmetics), as well as personalized products, are exempt.
• Return method: the product is returned to the salon it was picked up from, in the condition in which it was received. There are no shipping costs, since no courier is used. You can send the request directly to the salon (contact details are on its page) or to us, at [email protected], and we will forward it to the selling salon.
• Refund timeframe: the salon refunds the amount within a maximum of 14 days from the date you were informed of the withdrawal; on the card, the amount appears within 3 - 10 business days.

4. Gift cards and session memberships

• Unused: we refund the full amount, upon request, within 14 days from the purchase.
• Partially used: only the remaining unused value is refunded; sessions or amounts already used are not refundable.
• Refund timeframe: a maximum of 14 days from the acceptance of the request, to the same payment method.

How to request a cancellation or refund

For appointments and product orders, the fastest way is directly through the app (My Appointments, respectively My Orders). For anything else, you can contact us:

• E-mail: [email protected]
• Partner salons: the button "Help & Support" in the admin panel, which opens a ticket that is tracked through to resolution.

Include in your request the order or appointment number, the date, and the account's email address. We respond within a maximum of 48 business hours.

Complaint Resolution

If we do not reach a resolution, you can contact the National Authority for Consumer Protection (anpc.ro), including through the alternative dispute resolution procedure (SAL). Full details on the applicable law and dispute resolution can be found in Terms and conditions.