Customer Policy
Ensuring a respectful, safe, and reliable experience for both our clients and our elite professionals.
Official Policy Document
Download the full VÉLOURA Customer Policy PDF.
Reliability & Cancellations
Cancellations
Our professionals reserve time and travel exclusively for you. Please respect their schedule by providing timely notice for any changes.
- 24+ Hours Notice: No penalty. Full refund or credit.
- Less than 24 Hours: 50% cancellation fee applies.
- No-Show / Arrival Cancel: 100% service fee applies.
On-Site Prep
To maximize your service time, please ensure you are ready and have a suitable space for the professional to work.
- Location: Private, well-lit, and smoke-free environment.
- Timing: Pros wait 15 minutes max before marked as no-show.
- Conduct: Zero-tolerance policy for harassment or disrespect.