Deposits are set by each practitioner for each treatment. The deposit amount is displayed clearly before a client completes checkout. By paying a deposit, the client secures the appointment slot.
At the time of checkout, clients pay two amounts:
The balance of the treatment cost (total price minus the deposit) is paid by the client directly to the practitioner at the time of the appointment, in accordance with the practitioner's payment preferences.
Clients may reschedule their appointment up to 24 hours before the scheduled start time. Rescheduling is self-service via the link in the booking confirmation email. The deposit carries over in full to the new date and time. No fee is charged for rescheduling.
Self-service rescheduling is not available within 24 hours of the appointment. The client will be informed that the deposit is forfeited and directed to contact the practitioner directly if they need to discuss the situation. Whether to accept a late amendment is entirely at the practitioner's discretion.
Practitioners may set a maximum number of amendments per booking. Once the limit is reached, further amendments require direct contact with the practitioner.
Default: Deposit is forfeited unless the practitioner's cancellation policy provides otherwise. The £1.00 levy is non-refundable. AURA enforces the practitioner's configured cancellation terms.
Deposit refunded: Not by default Levy refunded: Never
Deposit is forfeited. The £1.00 levy is non-refundable. No self-serve cancellation is available within 24 hours.
Deposit refunded: No Levy refunded: No
Practitioners may choose to offer a more generous cancellation policy (e.g., full deposit refund with 48 hours' notice). Any practitioner-offered refund of the deposit is a matter between the practitioner and the client; AURA facilitates the refund via Stripe on the practitioner's instruction.
The client is entitled to a full refund of their deposit. AURA will process the refund via Stripe to the client's original payment method within 5–10 business days (subject to Stripe's processing timelines).
Note on the levy: The £1.00 booking levy is retained by AURA even where the practitioner cancels. The client receives a refund of the deposit amount only (e.g., £20.00 if the deposit was £20.00, not £21.00).
Deposit refunded: Yes — full deposit Levy refunded: No — retained by AURA
Deposit is forfeited. The practitioner retains the deposit per their no-show policy. No refund is issued. The £1.00 levy is also retained.
Deposit refunded: No Levy refunded: No
All refunds are processed via Stripe to the client's original payment method. AURA does not issue refunds by bank transfer, cheque, or any other method. Refunds typically appear on the client's statement within 5–10 business days, depending on their card issuer.
Refunds are processed in the currency in which the original payment was made (GBP).
If a client raises a chargeback with their bank or card provider, Stripe will notify the practitioner directly via their Stripe dashboard. The practitioner, as merchant of record, is responsible for responding to and managing chargebacks. AURA will provide transaction records to support the practitioner's response where possible.
If a client is charged incorrectly due to a technical error on the AURA platform, AURA will issue a full refund of any overcharge, including the £1.00 levy, within 5 business days of the error being confirmed. Report technical billing errors to support@aurabooking.co.uk.
For questions about a refund or cancellation: