Legal document · State of Florida

Refund & Cancellation Policy

Last updated: May 27, 2026 · Applies to bookings made on or after this date

1. Acceptance and scope

This Refund and Cancellation Policy ("Policy") is an integral part of the Terms and Conditions of Ava Luxury Head Spa ("the Spa"). By making a booking and paying the Deposit, you ("the Client") expressly accept this Policy.

2. Definitions

• "Deposit": amount paid at the time of booking to secure your slot, approximately 25%–30% of the total Service price; the exact amount is shown before payment confirmation.
• "Balance": the difference between the total Service price and the Deposit.
• "No-show": the Client does not arrive at the confirmed appointment and did not give notice at least 24 hours in advance.
• "Chargeback": a dispute initiated by the Client with their card issuer to reverse an authorized charge.
• "Business day": weekday from Monday to Friday, excluding U.S. federal and Florida state holidays.

3. Booking deposit

• Every booking requires payment of a Deposit to secure the slot and allocate your professional's time.
• The Deposit amount varies by Service (approx. 25%–30% of the total price) and is clearly and prominently displayed at checkout before payment.
• The Deposit is applied as credit toward the total Service price on the day of your appointment.
• Deposit processing is handled through secure, industry-certified payment processors. The Spa does not store your full card data.

4. Rescheduling policy

You may reschedule your appointment without losing your Deposit as long as you request it with at least twenty-four (24) hours notice before your scheduled time, subject to availability. Reschedule requests must be made via WhatsApp at (954) 348-5843 or email to [email protected].

Up to one (1) reschedule per booking is allowed at no additional cost. Further reschedules are at the Spa's discretion and may require a new Deposit.

5. Cancellation policy

Cancellation terms are governed by the following rule:

Cancellations are processed only when formally communicated to the Spa through the indicated channels; mere absence does not constitute a valid cancellation.

6. No-shows

A no-show occurs when the Client does not arrive at their confirmed appointment without giving at least 24 hours notice. In such cases:

• The Deposit is non-refundable.
• The Spa may require prepayment of 100% of the price for future bookings.
• Three (3) accumulated no-shows may result in suspension of online booking, requiring future appointments to be coordinated directly with the Spa.

7. Balance and electronic payment authorization

The Balance (total price minus Deposit) corresponds to the service actually performed and is charged on the day of the appointment.

By accepting consent during booking, pursuant to the Florida Electronic Signature Act (§ 668.50 Fla. Stat.) and the federal E-SIGN Act (15 U.S.C. §§ 7001 et seq.), you expressly authorized the charge of the Balance on the day of your appointment for the service requested and/or performed.

This authorization is valid, binding, and supported by electronic evidence (date, time, IP, browser, and version of the Policy accepted) stored by the Spa as proof.

8. Performed services — satisfaction policy

Your well-being is our priority. If any aspect of your service did not meet your reasonable expectations, please contact us within forty-eight (48) hours after the service to evaluate the situation. At our reasonable discretion, we may offer:

• An adjustment or complement of the service at no additional cost.
• Credit for a future appointment.
• Partial refund of the service.

Due to the personal and hygienic nature of wellness services, services already performed are generally not refundable in full. This policy does not affect any legal rights you may have under Florida law in case of proven negligence.

9. Unjustified chargebacks

Before initiating a chargeback with your card issuer, we ask that you contact us to resolve the dispute amicably, allowing a reasonable period of thirty (30) days to respond. Most disagreements can be resolved this way.

Chargebacks initiated without justified cause, without first attempting amicable resolution, or for services actually performed, may be disputed before the issuing entity using:

• The electronic record of your consent (date, time, IP, etc.).
• The express authorization of the Balance charge per Section 7.
• Evidence of the Service performed (internal Spa records).
• This Policy and the accepted Terms.

Unfounded chargebacks generate administrative and collection costs for the Spa. Pursuant to the Florida Consumer Collection Practices Act (§ 559.55 et seq. Fla. Stat.), the Spa may pursue legal actions to recover such amounts, including referral to a collection agency or courts with jurisdiction in Miami-Dade County.

10. Force majeure

The Spa shall not be liable for the inability to perform the Service due to events beyond its reasonable control, such as hurricanes, severe weather, emergencies declared by Florida authorities, utility outages, pandemics, or governmental actions. In such cases, the Spa will offer rescheduling at no cost or Deposit credit.

11. Governing law

This Policy is governed by the laws of the State of Florida, United States of America. Any dispute arising from or related to this Policy shall be submitted to the exclusive jurisdiction of the courts of Miami-Dade County, Florida, pursuant to Section 16 of the Terms and Conditions.

12. Contact

To cancel, reschedule, or resolve a dispute:

Ava Luxury Head Spa
3721 NW 7th St, Suite 10 · Miami, FL 33126
WhatsApp: (954) 348-5843 (preferred)
Email: [email protected]