1. Overview
Because beauty, hair, and SFX services are booked for a specific date and time and reserve a Provider's availability, cancellations are subject to the timescales set out below. Payments for bookings are held in escrow through Stripe and released to the Provider only once the service is confirmed as delivered, so any eligible refund is returned to your original payment method.
2. Cancelling a booking (Clients)
You may cancel a confirmed booking through the app. The refund you receive depends on how much notice you give before the scheduled start time:
- More than 48 hours' notice: full refund of the service fee.
- Between 24 and 48 hours' notice: partial refund, as the Provider may have reserved time and turned away other work.
- Less than 24 hours' notice, or non-attendance: no refund, save in exceptional circumstances (see below).
Non-refundable platform or processing fees may be retained where applicable. The exact refund amount is shown at the point of cancellation.
3. Rescheduling
Where a Provider agrees, you may reschedule a booking rather than cancel it. Reasonable rescheduling requests made with adequate notice will not usually incur a charge. Repeated or last-minute rescheduling may be treated as a cancellation.
4. Cancellations by a Provider
If a Provider cancels a confirmed booking, you will receive a full refund, and we will help you find an alternative Provider where possible. We take repeated cancellations by Providers seriously and may take action on their accounts.
5. Exceptional circumstances
We understand that emergencies happen. Where a cancellation results from genuine exceptional circumstances (for example, illness or bereavement), contact us and we will review the situation fairly, and may waive cancellation charges at our discretion.
6. Your statutory right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you may have a 14-day right to cancel certain contracts made at a distance. Please note that where you book a service for a specific date or period, or where you ask for a service to begin during the cancellation period, statutory exemptions may apply. These rights are in addition to, and do not replace, the timescales in this policy.
7. Marketplace purchases (products)
For products bought from Vendors, you generally have the right to cancel within 14 days of receiving the goods and return them for a refund, subject to the following:
- items must be unused and, where applicable, in their original sealed packaging;
- for hygiene and safety reasons, certain cosmetics and personal-care products that have been unsealed or used may not be eligible for return unless faulty;
- personalised or made-to-order items may be excluded from the right to cancel.
If a product is faulty, not as described, or not fit for purpose, you are entitled to a remedy under the Consumer Rights Act 2015.
8. Refunds
Approved refunds are issued to your original payment method through Stripe. Refunds are typically processed promptly, though the time for funds to appear depends on your bank or card provider.
9. Disputes
If you are unhappy with a service or product, please raise it with the Provider or Vendor in the first instance. If it cannot be resolved, contact us and we will help mediate a fair outcome, drawing on our escrow protection where appropriate.
10. Contact us
For any cancellation, refund, or return query, contact us at info@vurabeautyplus.com or +44 7876 712069. See also our Terms & Conditions.