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.
The Broken Skin Rule (Safety Protocol)
To ensure the safety of our clients and professionals, VÉLOURA professionals are strictly prohibited from performing beauty services on skin that is currently:
- Actively Bleeding
- Open Wounds or Sores
- Visibly Infected
- Drainage or Pus
If these conditions are present, the professional must decline or stop the service. They are not permitted to diagnose the condition and will recommend seeking advice from a licensed healthcare provider.
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.
- Healthy Skin: Ensure the service area is free of open wounds or active infections (see Broken Skin Rule).
- Conduct: Zero-tolerance policy for harassment or disrespect.