This Cancellation and Refund Policy applies to all bookings made through the Elacara platform ("Platform"), operated by Elacara Ltd.

50 Maynards Quay
London
E1W 3RY

Email: ecn.applications@gmail.com

By using the Platform, you agree to this Policy.

1. Our Role

Elacara is an online marketplace connecting customers with independent businesses.

Unless expressly stated otherwise:

• Elacara does not provide the services itself.
• Service contracts are formed between Customers and Businesses.
• Elacara may assist with disputes but is not generally a party to the service agreement.

2. Cancellation Before Payment

Customers may cancel a booking at any time before payment without charge.

No cancellation fee will apply.

3. Cancellation After Payment

3.1 Before the Item is Delivered to the Business

If the item has not been:

• Posted,
• Dropped off, or
• Collected,

the Customer may cancel the booking and receive a full refund.

3.2 After the Item Has Been Delivered

Once an item has been:

• Posted,
• Delivered,
• Dropped off, or
• Collected,

the booking is considered active.

If work has not yet started, the Business may agree to cancel the booking.

If work has already begun or costs have been incurred, a full refund may not be available.

Partial refunds may be agreed where appropriate.

4. Revised Quotes

If, after inspection, a Business determines that:

• The item differs from the original description,
• Additional work is required,
• Hidden damage is discovered,

the Business may pause work and submit a revised quote.

If the Customer declines the revised quote:

• The booking may be cancelled,
• The service charge will normally be refunded,
• Any postage costs already incurred may be non-refundable,
• Return postage may be payable by the Customer.

5. Cancellation by Businesses

Businesses may cancel bookings where reasonably necessary.

If the item has not been received:

• The Customer will receive a full refund.

If the item has been received:

The Business should:

• Return the item,
• Issue any applicable refund,
• Comply with Platform policies regarding return postage.

Where work has already begun, reasonable charges may apply.

6. Refund Eligibility

Refund requests may be considered where:

• A booking is cancelled in accordance with this Policy,
• The Business cancels the booking,
• The agreed service cannot be completed,
• An item is lost or damaged while in the Business's possession,
• The completed work is materially different from the agreed service,
• A dispute is resolved in the Customer's favour.

Each request will be assessed individually.

7. Non-Refundable Situations

Refunds may be refused where:

• Work has already started,
• The Customer changes their mind after work has begun,
• Incorrect measurements or information were supplied by the Customer,
• The Customer approved additional work,
• The service involves bespoke or personalised work,
• The outcome is affected by the pre-existing condition of the item.

Examples include:

• Tailoring and alterations,
• Dry cleaning once processing has started,
• Shoe repairs,
• Jewellery resizing,
• Key cutting,
• Personalised or customised products.

8. Postage and Delivery

Customers are responsible for packaging items securely.

Where the Customer arranges shipping, they are responsible for the item until delivery is confirmed.

Where the Business arranges shipping, reasonable care should be taken when selecting suitable delivery services.

Elacara is not responsible for:

• Courier delays,
• Lost parcels,
• Damage during transit,
• Third-party delivery services.

Tracked and insured shipping is strongly recommended.

9. High-Value Items

Items such as:

• Designer clothing,
• Luxury handbags,
• Jewellery,
• Watches,
• Collectables,

are sent at the Customer's own risk.

Customers are encouraged to:

• Arrange appropriate insurance,
• Keep proof of ownership,
• Deliver valuable items in person where practical.

Elacara does not determine the value of customer property and is not responsible for valuation disputes.

10. Payment Holding Period

Payments are processed securely through Stripe.

To help protect Customers and Businesses, payments may be held for a period after completion of the booking to allow time for immediate disputes or refund requests.

Payment release schedules may vary depending on Platform policies and payment provider requirements.

11. Disputes

Customers should first attempt to resolve issues directly with the Business through Platform messaging.

If the issue cannot be resolved, Customers should contact Elacara as soon as reasonably possible and provide:

• Booking reference,
• Description of the issue,
• Supporting photographs,
• Any other relevant evidence.

Elacara may review:

• Platform messages,
• Booking history,
• Tracking information,
• Photographs,
• Information supplied by both parties.

Refunds may be full, partial or refused depending on the circumstances.

12. Uncollected Items

Businesses should make reasonable efforts to contact Customers regarding collection.

Where an item remains uncollected for an extended period, storage charges or other Platform policies may apply.

13. How Refunds Are Processed

Approved refunds are normally returned to the original payment method.

Processing times depend on banks and payment providers.

Partial refunds will be limited to the approved amount.

14. Changes to This Policy

We may update this Policy from time to time.

The latest version will always be published on the Platform.

Continued use of Elacara after changes take effect constitutes acceptance of the updated Policy.

15. Contact

Elacara Ltd

50 Maynards Quay
London
E1W 3RY

Email: ecn.applications@gmail.com