Your service contract is with the shop, not Posaura. Contact the shop first about a cancellation or refund. Nothing here limits your UK consumer rights.
How booking payment works
At checkout the shop's page tells you whether you pay in the shop, a deposit online, or the full price online. Where you pay online, Posaura processes that payment on the shop's behalf using Stripe; the shop remains responsible for delivering the appointment.
Cancelling or changing a booking
Each shop sets its own cancellation window, no-show charge and rescheduling rules, shown to you before you confirm a booking. Posaura enforces whatever the shop has configured; it does not set these terms itself. If a shop cancels on you, any online deposit or payment already taken for that appointment is refunded.
How online refunds are paid
Where a refund is due for an online payment, the shop (or Posaura on the shop's instruction) issues it back to your original payment method via Stripe. Refunds typically reach your bank in 5–10 working days depending on your bank or card issuer. Posaura does not hold your payment method details.
Gift cards, packages and memberships
Gift cards, prepaid packages and memberships are issued by the shop under terms shown at the time of purchase, including any expiry date and whether unused value is refundable. Ask the issuing shop for its specific terms; Posaura cannot override a shop's stated policy on stored-value products.
Disputed or failed payments
If an online payment looks wrong, contact the shop first, then Posaura at hello@posaura.com if it is not resolved. Raising a card chargeback before contacting the shop can delay resolution and may affect the shop's ability to process a faster refund directly. See our dispute policy for the full process.
Your statutory rights
Nothing in this policy removes your rights under the Consumer Rights Act 2015 or other UK consumer protection law, including your right to a service performed with reasonable care and skill. This draft requires qualified UK legal review and registered entity details before launch.