Refund and Cancellation Policy

To request a cancellation, reschedule or refund, contact the lounge using the details on our Contact Us page. Include your name, booking reference, appointment date and payment reference. Do not send full card details or banking passwords.

A 50% deposit is credited towards your agreed service total. For cancellations received at least [confirm notice period] before the appointment, [confirm whether the deposit is refunded or transferred to one rescheduled visit, and any rescheduling limit]. For cancellations after this deadline or non-attendance, [confirm the deposit treatment and any applicable charge]. These conditions must be agreed before payment.

If DIVA cancels the appointment or cannot provide the agreed service, we propose offering an alternative appointment or a refund of the amount paid for the unprovided service, at your choice. Any material change to the agreed service or price requires your agreement.

If you believe a payment is duplicated or incorrect, contact us with the transaction references so we can check the payment record. For concerns about a completed service, please contact the lounge promptly so we can review the service and an appropriate remedy. Nothing in this policy limits rights that cannot lawfully be excluded.

Approved refunds will be requested through the original payment method where supported. DIVA will initiate an approved refund within [confirm number of business days]. The time for funds to appear depends on the bank and payment provider. We will give you a refund reference or status update when available. Any proposed non-refundable items, special-order materials or fees must be stated and agreed before payment.