Cancellation and Refund Policy
Last updated: 18 October 2026
This policy explains when and how much money is returned to you when you cancel, reschedule or miss an appointment booked through AURA. It forms part of the Terms of Use. Services are provided by independent Businesses (salons and independent professionals), and AURA processes the bookings and payments.
1. What you pay when booking
Depending on the Business, when booking you may:
- pay a deposit online and the rest at the Business. The deposit percentage is set by the Business;
- pay the full price online; or
- book without online payment and pay the full amount at the Business.
Before you pay, the screen shows the price, the amount paid online and that Business's cancellation deadline. You receive the same information in your booking confirmation.
2. Cancellation deadline
The cancellation deadline is 24 hours before the start of the appointment by default. Each Business may set its own deadline, from 12 to 72 hours. The deadline shown when you booked is the one that applies.
3. When money is returned
| Situation | What happens to the amount paid |
|---|---|
| You cancel before the cancellation deadline | The full amount paid is refunded. |
| You book when the deadline has already started and cancel within 10 minutes | The full amount paid is refunded. |
| The booking is awaiting confirmation and you cancel it, or the Business declines it | The full amount is released or refunded. |
| You cancel inside the cancellation deadline | The deposit is kept by the Business as compensation for the lost appointment. If you paid the full price, the amount above the deposit is refunded. |
| You do not show up | Same as a late cancellation: the deposit is kept by the Business and the amount above the deposit is refunded. |
| The Business cancels your appointment | You choose: a free reschedule to another slot or a refund of the full amount paid. |
| The bank confirmed the payment late and the slot has been taken in the meantime | The payment is automatically voided or the full amount refunded, and you are notified. |
| The Service was not provided or was materially different from its description | Report it to our support within 7 days of the appointment. We review it with the Business and, if the request is justified, approve a full or partial refund. |
| Booking without online payment | There is no amount to refund. Late cancellations and no-shows are recorded. |
Repeated no-shows or late cancellations may lead to account restrictions, including mandatory prepayment or a temporary block.
4. Rescheduling
- Before the cancellation deadline: you can reschedule for free as many times as you like.
- Inside the cancellation deadline: one free reschedule is allowed, and the deposit carries over to the new appointment. Any further change counts as a late cancellation.
- If the new appointment has a different price: if you paid the full price, you pay or are refunded the difference. If you paid only a deposit, it carries over unchanged and you pay the rest at the Business. If the carried-over deposit is higher than the new price, the difference is refunded.
- Last-minute discounts apply only to the specific slot. If you reschedule, the new slot's price applies.
5. Vouchers and promo codes
- Only the amount you actually paid is refunded. Discounts from promo codes or vouchers are not paid out in cash.
- If the booking is cancelled on time or through no fault of yours, the voucher is returned and can be used again until it expires.
- If you cancel late or do not show up, the voucher counts as used.
6. How and when money is returned
- Money is returned to the same card used for payment. It is not returned in cash or to a different card.
- We start the refund automatically, at the moment of cancellation. For reports of a Service not provided (Section 3), we start the refund after the decision.
- If the amount was only blocked on the card, it is released. If it was charged, it is refunded.
- How quickly the money appears on your account depends on the bank that issued your card, and usually takes a few working days.
- All amounts are in Macedonian denars (MKD). For cards in another currency, exchange differences and fees charged by your bank are outside AURA's control.
7. Contact
For questions about cancellations or refunds:
Email: auramk.app@gmail.com
Phone: +389 73 800 700
PDS 2026 DOO Skopje, Tasino Cheshmiche no. 29, Skopje – Centar, North Macedonia