Policy
The closer you cancel to the booking's start time, the smaller the refund — this protects providers who've held the slot for you. Every tier is shown below.
Full refund. No penalty.
75% refund. 25% penalty covers the provider's held time.
50% refund. 50% penalty for the short notice.
No refund. The full amount is released to the provider.
When you request a cancellation, LUXA calculates the refund from the time of your request against the booking's scheduled start. Refunds are issued to your original payment method within 5–10 business days.
If the provider cancels or fails to arrive, you receive a full refund and the penalty does not apply. Emergency exceptions are reviewed case-by-case by our concierge team.