Vera Reception: Booking & Refund Policy

Plain English Summary: We want your booking experience to be seamless and fair. Because our Vera Reception Providers reserve specific medical staff and equipment for your visit (often turning away other patients), we may require a security deposit to confirm your slot. This policy explains how that deposit works, when you get it back (usually right after your appointment!), and what happens if plans change.

1. The Vera Security Deposit

To secure high-quality appointments with in-demand Providers, Vera may collect a security deposit at the time of your Appointment Request. This deposit is held in escrow by Vera and is designed to protect the Provider against last-minute cancellations and no-shows.

Nature of Deposit: This is a security hold, not a prepayment. You are responsible for paying the full cost of your Aesthetic Treatment directly to the Provider at the clinic.

Automatic Release: If you attend your Appointment as scheduled, the full deposit is automatically refunded to your original payment method shortly after the appointment is marked complete.

2. Cancellation and Refund Rules

We understand that travel plans and schedules can change. Our cancellation policy is designed to be transparent and standard across all Providers on Vera Reception.

A. When You Get a Full Refund

You are eligible for a 100% refund of your deposit in the following scenarios:

• Before Confirmation: You cancel your Appointment Request before the Provider has accepted it.
• Request Expiration: The Provider declines your request or fails to confirm it within 24 hours of submission.
• Advance Cancellation: You cancel a confirmed Appointment more than 72 hours before the scheduled time.
• Successful Appointment: You attend the Appointment and check out with the Provider.

B. Late Cancellation Fees

If you cancel close to your appointment time, the Provider cannot easily fill that slot. In these cases, a portion or all of your deposit is forfeited to the Provider as a cancellation fee:

• Between 72 and 48 Hours: If you cancel between 72 and 48 hours prior to the Appointment, 50% of the deposit is forfeited. You will be refunded the remaining 50%.
• Less than 48 Hours: If you cancel less than 48 hours prior to the Appointment, 100% of the deposit is forfeited.
• No-Show: If you do not arrive for your Appointment, 100% of the deposit is forfeited.

3. "Covered Issues" (Provider-Side Disruptions)

Vera stands behind the quality of our network. If your experience is disrupted by a Provider, you may be eligible for a full refund of your deposit (and potentially assistance with rebooking), regardless of the cancellation window.

A “Covered Issue” includes:

• Provider Cancellation: The Provider cancels your confirmed Appointment for any reason.
• Provider Absence: The Provider (or the facility) is closed or the specific doctor is unavailable more than 60 minutes after your scheduled start time.
• Substantial Inaccuracy: The facility differs substantially from what was advertised in the Vera Research profile (e.g., specific equipment promised is missing, or there is a drastic, undisclosed price increase from the estimate provided in chat).
• Safety Concerns: The facility presents a clear health or safety hazard.

Note: Dissatisfaction with the aesthetic result of a medical treatment is not a “Covered Issue” under this Booking Policy. Medical outcomes are subject to the specific consent forms signed at the clinic.

4. How to Request a Refund for a Covered Issue

If a Covered Issue occurs:

• Contact Us: You must submit a claim via the Vera Help Center within 72 hours of the issue.
• Provide Evidence: Please include relevant photos, screenshots of chat communications with the Provider, or receipts.
• Resolution: Vera will review the evidence. If we determine a Covered Issue occurred, we will refund your deposit in full and may take action against the Provider’s account.

5. Modifications to Appointments

Rescheduling: If you need to reschedule, you must do so via the Vera app.

If you reschedule more than 72 hours in advance, no fee applies. If you reschedule less than 72 hours in advance, it may be treated as a cancellation and re-booking, subject to the fees in Section 2(B), at the Provider's discretion.

6. General Terms

Currency: All deposits are processed in USD. Refunds are issued in USD. Vera is not responsible for currency exchange rate fluctuations or bank fees charged by your card issuer.

Final Decision: Vera’s determination regarding whether a cancellation fee applies or whether a Covered Issue occurred is final and binding.

Not Insurance: This policy is not an insurance product. It only governs the handling of the Vera Security Deposit.