Payments and refunds

How you pay, how refunds work under each cancellation policy, and how experts are paid.

Last updated 10 November 2026

1. What you pay

You pay the session price set by the expert, in euros. The price shown is final: there are no extra charges after confirmation.
The session is provided by the expert, who is an independent professional. Eleva is the intermediary that collects the payment on the expert's behalf and transfers the expert's share to them.
From the price, Eleva keeps a service fee of 15% (8% for experts on the paid Top Expert plan), including VAT where due, charged to the expert. Example at 15%: for a €100 session, the expert receives €85 and Eleva €15. Eleva pays the payment processing fees.
There is no per-booking fee on bookings made through a clinic: the clinic pays Eleva a subscription.

2. How you pay

Payment is made through Stripe Checkout. We accept card (including Apple Pay and Google Pay), Link and MB WAY.
While you pay, the time slot is held for 5 minutes, or 10 minutes while an MB WAY payment is being processed. If the payment is not completed within that time, the booking is not confirmed and the slot is released.
For a service where the expert must accept your booking (request to book), you pay when you send the request. If the expert declines it, or does not answer in time (within 24 hours, or before the session if sooner), the request expires and we refund 100% of what you paid.
Where the law requires it, your bank asks for strong customer authentication (3D Secure). If authentication fails, you can try another card or method.
Eleva does not store card numbers. Payment data is handled by Stripe, which is PCI DSS certified.

3. Invoices and NIF

The expert, or the clinic when you book through a clinic, issues you the invoice for the session, using their own certified invoicing software. Eleva does not invoice the session and does not charge VAT on it.
At payment, you may choose to give your NIF. Eleva collects it and sends it to the expert (or the clinic), with the booking details, so that the invoice is issued in your name.
Eleva's service fee is invoiced by Eleva to the expert, not to you.

Eleva may offer promo codes, on the conditions stated for each campaign. You enter the code at payment and see the discounted price before you pay.
The discount is covered by Eleva. The expert receives the same share they would receive without the code, calculated on the list price.
If you are entitled to a refund, it is calculated on the amount you actually paid.

5. Cancelling a booking

Each service has one of three policies, chosen by the expert and shown before you pay. The policy shown at the time of booking is the one that applies to that booking.

Policy	100% refund	50% refund	No refund
Flexible	24 hours or more before	—	Less than 24 hours before
Moderate	48 hours or more before	Between 24 and 48 hours before	Less than 24 hours before
Strict	7 days or more before	Between 48 hours and 7 days before	Less than 48 hours before

Grace period: 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.
Illness or another serious reason: if illness or another serious reason you can show stops you attending, we offer to move the booking once, free of charge, when the expert has another time. Write to support@eleva.care before the session if you can.
To cancel, use the booking's cancel option or write to support@eleva.care. The refund goes to the original payment method. How long it takes to appear in your account depends on your bank; it is usually 5 to 10 business days.

6. No-shows and expert cancellations

If you do not attend: if you do not attend and have not cancelled, the no-show is treated as a cancellation at the session start time. Under all three policies, this means there is no refund.
If the expert cancels or does not attend: you receive a full refund of everything you paid, and we offer you a new booking.
If the expert does not attend, tell us at support@eleva.care. For online sessions, we confirm attendance with the video call join and leave logs.

7. Payment disputes (chargebacks)

If you have a problem with a payment, contact us first at support@eleva.care. If the session was not provided because of the expert, we refund you without you needing to open a dispute with your bank.
If you open a dispute with your card issuer, Eleva handles it with Stripe:
- if the session was not provided because of the expert, Eleva accepts the dispute and recovers the amount from the expert;
- if the session was provided, or you did not attend, Eleva contests the dispute with the booking records and the session attendance records.
The final decision lies with the card issuer, under the payment network's rules.
Abusive disputes or fraud may lead to suspension of the account.

8. Transfers to experts

Experts receive their share through Stripe Connect. The share for each booking becomes available on the later of 7 days after payment and 24 hours after the end of the session, at 04:00 (Lisbon time). The details are in the Expert agreement.

9. Contacts

Questions about payments and refunds: support@eleva.care. Complaints: see Complaints and dispute resolution.

If the language versions differ, the Portuguese version prevails.