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Payment Policy

Updated June 2026

1. What This Policy Covers

This Payment Policy explains how prepayments, card guarantees, and cancellation and no-show fees work on the Altegio platform. It applies to end clients ("you") who book appointments through the Altegio online booking widget used by beauty, wellness and service businesses ("businesses") that subscribe to the Altegio platform.

Altegio Europe KFT ("Altegio", "we", "us") operates the booking technology. The business whose services you are booking is an independent operator and is solely responsible for the services provided, for setting its own cancellation and fee rules, and for any disputes arising from your appointment.

Key principle

Altegio provides the technology that enables businesses to collect prepayments and enforce their cancellation policies. Altegio does not set the fee amounts or cancellation windows that apply to your booking — those are determined by the business you are booking with. The specific terms that apply to your appointment are always shown to you before you confirm your booking.

2. Payment Policy Modes

A business using Altegio may operate one of three payment policy modes. The mode applicable to your booking is displayed in the booking widget before you confirm.

2.1 No Payment Policy

No prepayment or card details are required to complete your booking. Cancellation is subject to any separate cancellation terms communicated by the business.

2.2 Deposit

A prepayment (deposit) is required to secure your appointment. The deposit amount is set by the business and shown to you as a specific monetary amount before you pay.

  • The deposit is credited to your personal client account on the Altegio platform and held against your booking.
  • If the appointment goes ahead, the deposit is applied toward the total cost of the service. You pay any remaining balance at the time of the appointment.
  • If you cancel within the free cancellation window set by the business, the deposit remains available on your client account balance for future use.
  • If you cancel after the free cancellation window has expired (a late cancellation), or if you do not attend (no-show), the deposit is transferred to the business as a fee. No additional charge is made to your payment card.
  • If the no-show fee set by the business exceeds the deposit amount, the business may charge the difference to the payment card you provided, subject to the authorisation you gave at the time of booking.

2.3 Card Guarantee

No upfront payment is required, but you must provide a valid payment card to secure your booking. Your card details are securely tokenised by our payment processor (Adyen) and are not stored by Altegio or the business in full.

  • If you cancel within the free cancellation window, no charge is made.
  • If you cancel after the free cancellation window has expired (a late cancellation), a late cancellation fee set by the business may be charged to your card.
  • If you do not attend your appointment (no-show), a no-show fee set by the business may be charged to your card.
  • Any such charge is made without your presence at the time of the transaction (a merchant-initiated transaction). You authorise this at the time you provide your card details during booking.

3. What You Are Shown Before Confirming Your Booking

Before you complete a booking subject to a payment policy, the Altegio booking widget will always display:

  • the specific monetary amount of the deposit, late cancellation fee, and/or no-show fee applicable to your appointment;
  • the free cancellation window — the period before your appointment during which you may cancel without charge;
  • a link to the full cancellation policy of the business.

You will be asked to confirm your acceptance of these terms by ticking a checkbox before the booking is created. Pre-ticked checkboxes are not used. You may not complete your booking without accepting the applicable terms.

4. Free Cancellation Window

Each business sets its own free cancellation window — the period before the start of your appointment during which you can cancel or reschedule without any fee being charged. The applicable window is shown to you during booking and displayed in your booking confirmation.

If you cancel or reschedule after the free cancellation window has closed, the late cancellation terms described in Section 2 apply, depending on the payment policy mode of the business.

5. No-Show

If you do not attend your appointment and have not cancelled in advance, the business may apply a no-show fee. The no-show fee amount is set by the business and shown to you at the time of booking.

Under the Deposit mode, the no-show fee is covered first by your deposit. If the no-show fee exceeds your deposit, the business may charge the difference to your card if you provided one and authorised such a charge at booking.

Under the Card Guarantee mode, the full no-show fee is charged to your card via a merchant-initiated transaction.

If the charge to your card is unsuccessful, the outstanding amount may be recorded as a debit on your Altegio client account balance, which may go into a negative balance. You remain liable for any outstanding amount to the business.

6. How Your Card Details Are Handled

When a payment policy requires you to provide card details, those details are processed directly by Adyen N.V., our certified payment processor. Adyen tokenises your card, meaning only a secure token — not your full card number — is stored for use in subsequent transactions.

  • Altegio does not have access to your full card number, CVV, or expiry date.
  • The business you are booking with does not have access to your card details in any form.
  • The token is used solely to process payments that become due under the cancellation or no-show policy you accepted at the time of booking.
  • Your card details are not used for any other purpose and are not shared with third parties beyond what is necessary to process a payment that has fallen due.

For further information on how Adyen handles payment data, please refer to Adyen’s privacy policy at adyen.com/legal/privacy-policy.

7. Your Personal Client Account

When a business activates a payment policy on Altegio, a personal client account (balance) is automatically created for you within that business’s Altegio environment. This account:

  • holds deposits you have paid against active bookings (shown as a reserved balance);
  • shows your available balance — the total balance minus any active holds;
  • may go into a negative balance if a fee is applied and cannot be covered by available funds or a card charge.

Your client account balance is specific to each business you book with on Altegio. A negative balance at one business does not affect your balance at another.

8. Refunds and Disputes

Questions about refunds, fee waivers, and appointment disputes should be directed to the business you booked with. The business is the merchant of record for all fees charged in connection with your appointment and is responsible for processing any applicable refunds.

If a late cancellation or no-show fee was applied and you believe it was charged in error — for example, because you cancelled within the free window and have evidence of this — you should contact the business directly in the first instance.

Altegio is not a party to the service contract between you and the business and does not adjudicate disputes about whether a fee was correctly applied. If you are unable to resolve a dispute with the business, you may contact your card issuer to raise a chargeback claim. Altegio will cooperate with any chargeback process to the extent required by applicable law and our agreement with Adyen.

9. Your Rights as a Consumer

Nothing in this Payment Policy limits any rights you have under applicable consumer protection law, including:

  • the right to seek redress if a penalty clause is disproportionate to the loss suffered by the business (EU Directive 93/13/EEC on unfair contract terms);
  • the right to receive clear pre-contractual information before entering into a service contract (EU Consumer Rights Directive 2011/83/EU);
  • your rights under the General Data Protection Regulation (EU) 2016/679 (GDPR) in relation to your personal data, as described in our Privacy Policy.

If you are located in a jurisdiction with additional consumer protections, those protections continue to apply.

10. Changes to This Policy

Altegio may update this Payment Policy from time to time to reflect changes in the platform, applicable law, or our payment provider arrangements. The current version is always available at alteg.io/en/info/payment-policy. The effective date at the top of this document indicates when the current version took effect.

Changes to the fees or cancellation terms applicable to a specific booking you have already made are governed by the terms you accepted at the time of booking. This Policy governs the general framework; it does not retroactively alter the terms of confirmed bookings.

11. Contact

If you have questions about this Payment Policy or about how the Altegio platform handles payments generally, you may contact us at:

Altegio Europe KFT

1054 Budapest, Széchenyi István tér 7, House of Business Roosevelt

Email: [email protected]

For questions about a specific booking, fee, or refund, please contact the business you booked with directly.