Cancellation & deposit policy

Some services ask for a deposit when you book. Lueur places that amount as a temporary authorization hold on your card — the exact amount is shown on the booking screen before you confirm. A hold is not a charge: the money stays in your account and is never moved unless you miss the appointment (see section 4).

If a booking doesn't finalize for any reason, the hold is released and simply expires. Your bank may show a pending authorization for a few days; that is the hold clearing.

• You attend the appointment and the provider marks it complete.
• You cancel the appointment — at any time, including within 24 hours.
• The provider cancels your appointment.
• The appointment never finalized (for example, a payment page was closed mid-way).

Releases are automatic. You don't need to request one.

You can cancel or reschedule from My bookings in the app any time before the appointment starts. Cancelling releases your deposit hold and offers the time to the next person on the provider's waitlist.

Late cancellations — less than 24 hours before the start time — are still free. They are recorded on your reliability score, which is one of the factors Lueur uses to rank waitlist offers. Repeated late cancellations move you lower in line for future openings; they never result in a charge.

Late reschedules — moving an appointment less than 24 hours before its start time — count the same as a late cancellation: free, and recorded on your reliability score. Rescheduling more than 24 hours ahead is free and isn't recorded. When you reschedule, your deposit hold or payment carries over to the new time.

If you don't attend a booked appointment and didn't cancel, the provider may mark it a no-show. A no-show is the only situation in which a deposit hold is captured. The captured deposit compensates the provider for the reserved time, less Lueur's platform fee. A no-show also lowers your reliability score more than a late cancellation does.

If you believe a no-show was recorded in error, contact the provider first — they can reverse it — or email hello@lueurapp.com and we'll review it with them.

When a spot opens, Lueur offers it to waitlisted clients one at a time, in rank order, with a deadline shown on the offer. Accepting an offer books the appointment (and, for services with a deposit, places the same kind of hold described above). Passing or letting the deadline lapse has no cost and no effect on your reliability score.

Because deposits are holds, there is usually nothing to refund. If a deposit was captured for a no-show and the provider agrees it shouldn't have been, the provider can refund it through Lueur; refunds return to the original card within 5–10 business days depending on your bank. Charges from bookings made through Lueur appear on your statement as LUEUR.

Service prices and deposit amounts are set by each independent provider and shown in USD before you book. Lueur is the booking platform and processes payments on providers' behalf; the service itself is delivered by the provider under their own policies and licensure.