Payments and refunds
How you pay for a session, how cancellation policies and refunds work, and where to find your receipts.
You pay when you book, in euros. The price you see is the final price: nothing is added after you confirm, and there is no Eleva fee on top.
How you pay
- You can pay by card, including Apple Pay and Google Pay, with Link or with MB WAY. The options you see depend on your device.
- Stripe processes the payment securely. Eleva never stores your card number.
- Your bank may ask you to confirm the payment. If that doesn't work, try another card or method.
- Eleva collects the payment on your expert's behalf. Once it is confirmed, you owe your expert nothing more for that session.
Promo codes
On the payment step, enter your code and select Apply. You see the new total before you pay. If you later get a refund, it is based on what you actually paid.
Invoices and receipts
- Your expert issues the invoice for your session. If you add your NIF or EU VAT number when you book, we pass it to your expert so the invoice is in your name.
- With an account, Payments in your Space lists each payment, its status and any refund. Select View receipt to open a receipt.
Cancellation policies
Each service has one of three policies, chosen by the expert. You see it before you pay, and the policy shown when you book is the one that applies to that booking.
| Policy | Full refund | 50% refund | No refund |
|---|---|---|---|
| Flexible | 24 hours or more before | — | Less than 24 hours before |
| Moderate | 48 hours or more before | 24 to 48 hours before | Less than 24 hours before |
| Strict | 7 days or more before | 48 hours to 7 days before | Less than 48 hours before |
- Changed your mind soon after booking? Under any policy, you get a full refund if you cancel within 24 hours of booking and the session is at least 48 hours away.
- Ill, or another serious reason? Write to support@eleva.care, before the session if you can. We offer to move your booking once, free of charge, when your expert has another time.
- Missed your session without cancelling? It counts as a cancellation at the start time, so there is no refund.
To cancel, see Join and manage your sessions.
Refunds
Refunds go back to the payment method you used. How long they take to appear depends on your bank; it is usually 5 to 10 business days.
A question about a payment?
Write to us at support@eleva.care before you contact your bank, and we'll look into it with you. The full rules are in our Payments and refunds policy.