Most disputes are about the appointment itself, which is a contract between you and the shop, not Posaura.
Step 1 — talk to the shop
Contact the shop directly first for anything about the service you received, a late cancellation, a no-show charge, or a stored-value product (gift card, package or membership) it issued. Shops are best placed to resolve these quickly, and most disputes end here.
Step 2 — contact Posaura
If the issue is about the Posaura platform itself, an online payment that looks wrong, or the shop has not responded within a reasonable time, email hello@posaura.com with your booking reference. We will look into it and, where appropriate, help mediate between you and the shop.
Step 3 — payment disputes and chargebacks
You can ask your card issuer or bank for a chargeback on an online payment at any time; this is a right your bank provides independently of Posaura. We would rather resolve a genuine problem directly first, since a chargeback can take longer and may not return funds as quickly as a direct refund. See our refund and cancellation policy for how online refunds work.
Independent resolution
Posaura does not currently belong to a certified Alternative Dispute Resolution (ADR) scheme. If you are a consumer and a dispute with a shop is not resolved directly, you can contact Citizens Advice or Trading Standards for free, impartial guidance on your rights and next steps.
Disputes about Posaura's own conduct
If you believe Posaura itself has acted unlawfully or breached its terms with you, email hello@posaura.com in the first instance. Nothing here removes your right to bring a claim in the UK courts. This draft requires qualified UK legal review and registered entity details before launch.