Legal
Payment & Refund Policy
Transparent pricing, clear cancellation rules, and a fair refund process — all powered by Stripe.
Free cancellation
> 24 hours before
Late cancellation fee
Up to 50% of service
Refund timeline
5–10 business days
Overview
Lustra facilitates payments between car owners and service providers using Stripe as our exclusive payment processor. This policy outlines how payments work, when charges are made, and what happens when you need a refund.
All amounts are in Euros (€) unless otherwise specified. By completing a booking, you agree to this Payment & Refund Policy.
How Payments Work
Payment Processing
All payments are securely processed by Stripe, Inc. Lustra never stores your full card details. Stripe is PCI-DSS Level 1 certified — the highest level of payment security available.
Accepted Methods
We accept Visa, Mastercard, American Express, and other major credit/debit cards. Apple Pay and Google Pay are supported on compatible devices. Cash or bank transfers are not accepted through the platform.
Charge Timing
Your card is charged at the time of booking confirmation. For recurring bookings, charges occur at the time each session is confirmed.
Currency & Taxes
All prices displayed include applicable VAT. Service providers are responsible for their own tax obligations. Your receipt will show a full breakdown of the service fee and any platform charges.
Service Pricing
Prices are set by individual service providers and displayed clearly before you confirm a booking. There are no hidden fees added at checkout.
Price Changes: If a provider updates their prices, previously confirmed bookings will honour the original agreed price.
Platform Fee: Lustra does not currently charge a platform fee. If a platform fee is introduced in the future, it will be shown as a separate line item before checkout and communicated to service providers at least 30 days in advance.
Tip: Gratuities for excellent service are appreciated but entirely optional and not processed through the platform.
Cancellation Policy
Free Cancellation Window
Cancel more than 24 hours before your scheduled appointment and receive a full refund with no questions asked. The refund will be initiated immediately and appear in your account within 5–10 business days.
Late Cancellation (under 24 hours)
Cancellations made within 24 hours of the appointment will incur a cancellation fee of 50% of the service cost. This compensates the service provider for reserved time that cannot easily be filled at short notice.
No-Shows
If you are not available at the agreed location and time without prior notice, this is treated as a late cancellation. A 50% cancellation fee applies. Service providers are entitled to report no-shows after a 15-minute grace period.
Provider Cancellations
If a service provider cancels your booking for any reason, you will receive a full refund within 5–10 business days, regardless of how close to the appointment time the cancellation occurs.
Refund Policy
Eligible Refund Scenarios
Full refunds are issued for: provider cancellations, bookings cancelled more than 24 hours in advance, and double charges due to technical errors.
Partial Refunds
A 50% refund is issued for late cancellations (less than 24 hours before the appointment). The remaining 50% is released to the service provider as a cancellation fee.
Non-Refundable Items
Charges for services that were fully completed as agreed are non-refundable unless a formal dispute is filed and resolved in the customer's favour.
How to Request a Refund
Use the Cancellation Link in your Booking Confirmation email (for cancellations). For other refund requests, contact us at [email protected] within 7 days of the service date, including your booking details and description of the issue.
Refund Timeline
Approved refunds are initiated within 24 hours. The time to appear in your account depends on your bank or card issuer — typically 5–10 business days. We will send you an email confirmation when the refund is initiated.
Disputes & Chargebacks
We encourage you to contact our support team before initiating a chargeback with your bank. We are committed to resolving legitimate disputes quickly and fairly.
Filing a Dispute: Contact us at [email protected] within 7 days of service completion. Include your booking details, a description of the issue, and any supporting information.
Resolution Timeline: We aim to resolve disputes within 5 business days. Complex cases may take up to 10 business days.
Chargeback Policy: If you initiate a chargeback without first contacting Lustra, we reserve the right to contest the chargeback if the original charge was valid. Accounts with fraudulent chargeback history may be suspended.
Business Payouts
Service providers receive payments directly into their Stripe Connect account. Here's how it works:
Payout Schedule: Earnings from completed bookings are transferred to your Stripe Connect account typically within 2 business days of service completion, subject to Stripe's standard transfer timelines.
Platform Fee: Lustra does not currently deduct a platform fee. This may change in the future with at least 30 days' notice.
Cancelled Bookings: If a booking is cancelled in the free cancellation window, no payout is generated. For late cancellations (under 24 hours), you receive 50% of the booking value as a cancellation fee.
Disputes: If a customer dispute results in a refund, the corresponding amount may be deducted from a future payout. You will be notified and given the opportunity to provide evidence.
Stripe & Security
Lustra uses Stripe as its exclusive payment infrastructure provider. This means:
• PCI Compliance: All card data is handled by Stripe under PCI-DSS Level 1 certification — the industry's highest standard. • Data Security: Lustra never sees or stores your full card number, CVV, or bank details. • Fraud Protection: Stripe's machine learning detects and prevents fraudulent transactions in real time. • Stripe's Terms: Your use of payment services is also subject to Stripe's Terms of Service and Privacy Policy, available at stripe.com.
For payment-specific questions, contact [email protected].
Contact & Support
For payment-related questions or to initiate a refund:
Email: [email protected] Response time: We aim to respond within 24 hours on business days
Need a refund?
We process eligible refunds within 24 hours.
Start a request through your bookings dashboard or contact our payments team.