LUXORA POLICIES

Cancellation and Refund Policy

Effective October 31, 2026

Cancelling or requesting a change

Tell Luxora as soon as you know you need to cancel or reschedule. Where available, use the appointment controls in your client account or contact info@luxoraelitecsa.com or (210) 646-4287. Include your name, service location and appointment details; do not send card credentials or passwords.

A rescheduling request is subject to availability and is not a confirmed replacement appointment until Luxora confirms it. Check the appointment status or confirmation message. If the app cannot complete a cancellation or you are unsure whether it was received, contact Luxora directly.

Charges, deposits and unavailable access

Any cancellation, rescheduling, lockout or deposit terms applicable to your service must be clearly provided in the accepted booking or signed agreement. This policy does not create a cancellation fee, set a notice period, or make a deposit automatically non-refundable. Ask Luxora to clarify any unclear term before accepting the booking.

If entry is unavailable or the site cannot safely be serviced, contact Luxora to discuss next steps. Any charge or rescheduling arrangement should be reviewed against your disclosed and accepted terms and applicable law.

For recurring services, distinguish changing one appointment from ending the recurring arrangement. Confirm in writing which services are being changed or ended under your agreement.

Third-party commitments

For concierge purchases, Luxora will confirm costs before commitment. After a vendor order is placed, the vendor's disclosed cancellation/refund terms may limit recovery. Review those terms before authorizing the purchase. Cancelling a Luxora service appointment does not automatically cancel a vendor order.

Service concerns and refund requests

If work is incomplete, a charge appears incorrect or you have another service concern, contact Luxora with the appointment or invoice reference, a description and any relevant supporting information. Explain the outcome you are requesting, such as review of the charge or follow-up work.

Luxora will review the request against the service record, accepted terms and applicable law. The approved resolution, amount and payment method should be confirmed to you. This policy does not guarantee a refund, require acceptance of credit instead of a legally required refund, or impose a claim deadline.

Cancellation status, holds and refunds

An appointment marked cancelled does not itself confirm that a payment has been refunded. A released card authorization/hold and a refund of a captured payment are different transactions. Any approved payment adjustment must be processed separately through the appropriate payment channel. Ask Luxora for confirmation of the adjustment; payment-provider and bank processing can affect when it appears on your account.

Nothing in this policy limits rights or remedies available under applicable law.