Refunds
- Open the appointment in the LUX Mirror app and choose Refund — the whole charge or part of it.
- The money leaves your balance immediately and reaches the client's card in five to ten business days, depending on their bank.
- The platform fee on a refunded charge is not returned.
Disputes
When a client disputes a charge with their bank, the amount is held and you are asked for evidence: the booking, the consent record, the receipt, any messages. You have a fixed window to respond, and Stripe makes the case to the bank. A clear booking record wins most disputes; a missed deadline loses all of them.
Deposits and no-show fees follow the policy you set in the app. If a client disputes one, the policy text they agreed to at booking is your first piece of evidence.