How refunds work on Velixa
Each Merchant sets their own cancellation window and refund rules. The applicable rules are shown to you before you confirm a booking and are listed in your booking details. Velixa App Ltd operates the platform and processes refunds through Stripe on the Merchant’s instruction. Velixa does not hold customer funds at any point.
Cancelling a booking
You can cancel any upcoming booking from your appointments. If the cancellation falls inside the Merchant’s cancellation window, any payment already taken will be refunded to your original payment method. Stripe typically takes 5–10 working days to process a refund, depending on your bank.
After the cancellation window
If the cancellation window has passed, please contact the Merchant directly to discuss a goodwill refund. Velixa will help mediate where reasonable but cannot instruct a Merchant to issue a refund outside their stated policy.
Late-cancellation and no-show fees
Where a card has been saved on file at booking, the Merchant may charge a late-cancellation or no-show fee to that card in line with their stated cancellation policy. Any applicable fee — including its amount and the notice period that triggers it — is always disclosed to you before you confirm the booking. You will have been asked to accept the Merchant’s cancellation policy at the time of booking.
Loyalty points on cancellation
Loyalty points awarded at the time of booking may be reduced or reversed if the booking is subsequently cancelled, in line with the Merchant’s loyalty programme terms. The adjustment is made at the Merchant’s discretion.
Memberships
Membership subscriptions are set up as recurring charges via Stripe. You may cancel a membership at any time from your customer dashboard; cancellation takes effect at the end of the current paid billing period, after which no further charges are taken. Fees for periods already paid are non-refundable unless the Merchant’s membership terms state otherwise or unless applicable consumer law requires it. If a Merchant discontinues a membership you have purchased, any prepaid value that cannot be delivered will be handled in accordance with applicable consumer protection law.
Gift cards
Gift cards represent a stored value redeemable at the issuing Merchant. They have no cash value. Gift card purchases are non-refundable unless the Merchant’s terms state otherwise or applicable consumer law requires a refund — for example, where a gift card is purchased but the Merchant ceases trading before it can be redeemed. If you have an issue redeeming a gift card, contact the Merchant directly or email [email protected] for assistance.
Platform fees
Velixa’s platform application fee on a transaction is refunded proportionally alongside a qualifying full booking refund. On partial refunds, the platform fee is preserved at the rate set out in the Merchant’s billing settings.
Merchant subscription refunds
Merchant subscription fees are billed in advance and are non-refundable except where required by applicable law. See the Terms of service.
Disputes
If you cannot resolve a refund issue directly with the Merchant, contact [email protected] and we will do what we can to assist. Card chargebacks are a matter between you, Stripe and your card issuer, and are governed by your card scheme rules.
Last updated: August 2026