How refunds work on Velixa
Each Merchant sets their own cancellation window and refund rules. The applicable rules are shown to you when you book and are listed in your booking details. Velixa App Ltd operates the platform and processes refunds through Stripe on the Merchant’s instruction.
Cancelling a booking
You can cancel any upcoming booking from your appointments. If the cancellation falls within the Merchant’s window, any payment you made online will be refunded to your original payment method (typically 5–10 working days via Stripe).
After the cancellation window
If the window has passed, please contact the Merchant directly to discuss a goodwill refund. We will help mediate where reasonable.
No-shows
Where a card has been saved on file at booking, the Merchant may charge a no-show fee to that card in line with their stated cancellation policy. Any applicable fee will always be disclosed to you before you confirm the booking.
Platform fees
Velixa’s platform fee on a booking is refunded proportionally alongside any qualifying booking refund. On partial refunds, the platform fee is preserved as 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 law. See the Terms of service.
Disputes
If you cannot resolve a refund issue with the Merchant, contact [email protected]. Card chargebacks are handled by Stripe and your card issuer.
Last updated: April 2026