What if I have an emergency and can't make my appointment?

So.Shell's FAQ explicitly allows for this: *'If you had an emergency (hospital, accident, etc.), the salon can transfer your deposit to the next visit if proofs are provided.'* Message your branch on WhatsApp as soon as you know, attach evidence (A&E discharge, police report, doctor's note) and ask them to move the deposit onto a new booking rather than forfeit it.

Do I get a refund if I don't like my nails?

Not in cash. So.Shell offers a **7-day warranty** on gel manicures and pedicures that covers free repairs for chipping, peeling or lifting within a week of the service. Contact your branch within that window with photos and book a fix-up slot. Under the UK Consumer Rights Act you can still push for a partial refund if the service wasn't performed with reasonable care and skill.

How do I stop So.Shell keeping my card details on file?

The booking system stores your card under GDPR for late-cancellation charges. So.Shell's booking terms state: *'You can call us at anytime to remove your payment details.'* Call +447446975647 or email info@soshell.uk and request deletion of your saved card and account. You can also exercise a GDPR erasure request in writing.

Can I cancel by WhatsApp instead of calling?

Yes, each branch publishes a dedicated WhatsApp number (Carnaby +447845551658, Battersea +447907399120, Chelsea +447301267389, Westfield +447435082706, Wimbledon +447826377241, Covent Garden +447347569724). Send a message with your name, appointment date/time and branch, and ask for a written cancellation confirmation. Do this more than 24 hours out to avoid the 50% charge.

Do I have to pay a deposit when I book?

So.Shell no longer requires advance pre-payments, but a valid payment card must be added to your account at the time of booking. By confirming your booking, you authorise So.Shell to charge that saved card in line with the cancellation policy, meaning if you no-show or cancel within 24 hours, 50% of the service is billed automatically.

Can I dispute a So.Shell late-cancellation charge on my card?

Potentially yes. Under the Consumer Rights Act 2015 a salon can only retain amounts that reflect their actual loss. If they resold your slot, the 50% charge is arguably a penalty. Email info@soshell.uk asking for evidence the slot went unfilled; if refused, raise a chargeback with your bank citing 'service not rendered / unfair contract term'. Note that by booking you agreed to the policy, so success isn't guaranteed.

REFUND GUIDE

How to Get a Soshell Refund.

Q: How much is the cancellation fee at So.Shell?

50% of the booked service price. So.Shell's booking policy says: *'Cancellations or rescheduling within 24 hours of the appointment will result in a charge of 50% of the service price. In the event of a no-show, 50% of the booked service may also be charged.'* The charge is taken automatically from the card you saved when booking.

Soshell refunds are per-order, and their own policy gives you a 1-day window. Miss it and you still have tools, a clear email, a card-issuer chargeback. Here's the playbook.

Last verified 9 Jul 2026 against Soshell’s own Terms · UK, US, and EU rights covered below

The short answer

So.Shell isn't a subscription, you're paying per appointment. If you cancel or reschedule more than 24 hours before your slot, there's no charge. Cancel inside 24 hours or don't show up and they'll charge 50% of the service to the card saved on your account. A 7-day gel warranty covers free repairs for chipping, peeling or lifting, but there's no cash refund on completed services.

Or let yoink chase the refund.

30 seconds to set up. yoink emails Soshell, cites the policy, escalates if ignored, and surfaces the win when the money lands.

Get yoink (App Store) →

What Soshell actually says

“Appointments may be cancelled or rescheduled free of charge more than 24 hours before the scheduled time. Cancellations or rescheduling within 24 hours of the appointment will result in a charge of 50% of the service price. In the event of a no-show, 50% of the booked service may also be charged.”
, verbatim from Soshell’s terms

1-day cancellation windowPro-rata refund: no

How long does a Soshell refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note Soshell’s own policy works on a 1-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any Soshell subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail Soshell can’t ignore.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, Soshell has ~45 days to defend. Works regardless of where Soshell is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a Soshell charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

European Union

ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If Soshell is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The Soshell refund email

Email the right address
Use so.shellheadoffice@gmail.com, the route yoink has verified actually gets read for Soshell.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi Soshell team,

I'm requesting a refund for my Soshell order (reference [order number], placed on [date], for [amount]). I'm within the 1-day window your policy allows for this.

Please process the refund to my original payment method and confirm by reply.

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for Soshell

Yes. So.Shell's FAQ states you can reschedule or cancel **at least 24 hours prior** to your visit at no cost. Contact the receptionist at your branch (via WhatsApp or the +447446975647 line) or use the form on the website. If you postpone with less than 24 hours' notice the salon reserves the right not to return your deposit and will charge 50% of the service to your saved card.