Cancellation & Refund Policy

Each provider sets their own cancellation window (for example, 24 or 48 hours before the session). The window is displayed before you confirm a booking and is shown again in your confirmation. By booking, you agree to the provider’s policy for that session.

• Cancellations before the window: full refund or release of payment hold.
• Cancellations inside the window: partial or no refund, per the provider's policy.
• Cancellations within 1 hour of the session: typically treated as a late cancellation.

Late cancellations are bookings cancelled inside the provider’s window. The provider may charge a late cancellation fee — usually a percentage of the session price — which is displayed before you confirm.

If a client does not arrive and does not cancel, the session is treated as a no-show and the provider may charge up to the full session price. Repeated no-shows may affect your trusted status and ability to book in the future.

If a provider does not arrive, the client receives a full refund and the incident is reviewed. Repeated provider no-shows may lead to suspension.

Refunds are issued to the original payment method through Stripe and typically appear within 5–10 business days, depending on your bank. Refund eligibility varies by provider settings — please review the cancellation policy on the provider’s profile.

Some providers require a deposit to confirm a booking. Deposits are refundable if cancellation happens outside the provider’s window. Inside the window, the deposit may be retained as a cancellation fee.

Many providers welcome a reschedule when life gets in the way. If you request a reschedule outside the cancellation window, your payment is preserved for the new time at no additional cost. Inside the window, the provider’s late policy may apply.

Illness, emergencies, and force majeure events happen. We encourage providers and clients to communicate openly. Veyla may, at its discretion, override the standard policy in clearly exceptional cases to keep the rhythm humane.

Payments are authorized at booking and captured on or near the session date. When refunds are issued, Stripe returns funds to the original card. In some cases (such as expired cards) Stripe may issue a credit through alternate means.

If you believe a charge or refund was applied incorrectly, contact support before initiating a chargeback. We’ll investigate and respond within five business days. Most concerns can be resolved without involving your bank.