Refund Policy
Effective Date: August 5, 2026
Last Updated: August 5, 2026
Version: 1.0
This Refund Policy ("Policy") explains when Customers may be eligible for refunds relating to Platform Service Fees charged by Velura.
This Policy forms part of the Velura Terms of Service. By accessing or using the Platform, you agree to this Policy.
1. Scope
This Policy applies solely to Platform Service Fees charged by Velura.
It does not govern refunds relating to beauty, grooming, wellness, or other services provided by independent Salons unless expressly stated otherwise by Velura.
Questions relating to refunds for salon services should be directed to the Salon that provided or agreed to provide those services.
2. Platform Service Fee
Velura may collect a Platform Service Fee to facilitate appointments between Customers and independent Salons.
The applicable Platform Service Fee will always be displayed before an appointment is confirmed.
By confirming an appointment, you acknowledge and agree to pay the displayed Platform Service Fee.
Platform Service Fees help support the operation, maintenance, security, continued development, and ongoing improvement of the Platform.
Velura reserves the right to modify Platform Service Fees for future appointments at any time.
Changes apply only to future appointments and do not affect appointments that have already been confirmed.
3. General Refund Policy
Unless otherwise required by applicable law or expressly stated by Velura, Platform Service Fees become non-refundable immediately after an appointment has been successfully created through the Platform.
Customers are responsible for reviewing all appointment details before confirming a booking.
4. Salon Services
Salons listed on Velura are independent businesses.
Each Salon is solely responsible for:
- Services it provides;
- Service quality;
- Service pricing;
- Service availability;
- Appointment fulfillment;
- Salon-specific refund decisions;
- Additional charges imposed by the Salon.
Unless expressly stated otherwise, Velura does not provide beauty, grooming, or wellness services.
Velura is not responsible for disputes relating to services provided by independent Salons.
5. Appointment Cancellations
Customers may cancel appointments in accordance with the applicable Salon's cancellation policy.
Cancelling an appointment does not automatically entitle a Customer to a refund of the Platform Service Fee.
Each Salon may establish its own:
- Cancellation policy;
- Rescheduling policy;
- Late cancellation policy;
- No-show policy.
Customers should review these policies before confirming an appointment.
If a Salon cancels an appointment, any refund of the Platform Service Fee shall be determined in accordance with this Policy and at Velura's discretion, unless otherwise required by applicable law.
6. Exceptional Refunds
Although Platform Service Fees are generally non-refundable, Velura may, but is under no obligation to, issue a refund at its sole discretion in exceptional circumstances.
Examples include, but are not limited to:
- Duplicate appointments caused by a Platform error;
- Duplicate Platform Service Fee charges;
- Confirmed payments where an appointment could not be created because of a technical failure;
- Billing errors attributable to Velura;
- Platform malfunctions that prevent the successful completion of a booking;
- Circumstances where Velura determines that issuing a refund is fair and appropriate.
Velura may also issue refunds where required by applicable law.
Refund requests are evaluated individually.
Submitting a refund request does not guarantee approval.
7. Fraud and Abuse
Velura reserves the right to deny refund requests where it reasonably believes that:
- False or misleading information has been provided;
- Fraudulent activity has occurred;
- The Platform has been intentionally abused;
- Multiple refund requests are submitted in bad faith;
- A Customer has attempted to misuse the refund process.
Velura may investigate refund requests before making a final determination.
Where fraudulent activity is suspected, Velura may suspend or terminate the associated account in accordance with the Terms of Service.
8. Refund Method
Where a refund is approved, Velura will generally issue the refund using the original payment method where reasonably possible.
Refunds will be issued in the same currency in which the original payment was made, unless otherwise required by applicable law or agreed by Velura.
Refund processing times depend on your bank, card issuer, payment provider, or financial institution.
Velura is not responsible for delays caused by third-party payment providers or financial institutions.
9. Requesting a Refund
Customers who believe they may be eligible for a refund should contact Velura Support.
Refund requests should include:
- Full name;
- Email address associated with the account;
- Appointment date;
- Salon name;
- A brief description of the issue.
Velura may request additional information to verify your identity and investigate the request.
Velura aims to review refund requests within a reasonable time after receiving all information necessary to evaluate the request.
Complex cases may require additional review.
10. No Waiver
Failure by Velura to enforce any provision of this Policy shall not constitute a waiver of that provision or any other rights under this Policy or the Terms of Service.
11. Changes to This Policy
Velura may update this Policy from time to time.
When material changes are made, the "Last Updated" date at the beginning of this document will be revised.
Where required by applicable law, Velura may provide additional notice through the Platform or by email.
Continued use of the Platform after changes become effective constitutes acceptance of the revised Policy.
12. Contact
If you have questions regarding this Refund Policy, please contact us.
Velura
Website: https://velura.quiksolve.online
Support Email: support@quiksolve.online
Legal Email: legal@quiksolve.online
By accessing or using the Platform, you acknowledge that you have read, understood, and agree to this Refund Policy.