The client experience
Nothing happens silently.
Every message a client receives, every charge that can touch a card, and the exact moment an artist's address is shared. Booking with an artist on Aestra? This is what you'll get. An artist yourself? This is what your clients see.
When you book
Confirmation, or a request received+
Some artists confirm instantly, others review each request first. The email says which is happening, and your card is only charged the deposit you already saw at checkout.
When your artist replies+
An approval, or a note that they could not take it, with the reason if they gave one and your refund amount in the same email.
If they never reply+
Your request is released rather than left in limbo, and you are refunded in full. The email includes the reason: the request expired before the artist could respond, not a decision against you.
Before your appointment
When the address unlocks+
If your artist keeps their address private until closer to the day, you get it by email as soon as it is available.
24 hours before+
A reminder with the service, time, and where to go. Worth checking, as the cancellation window may be closing.
1 hour before+
A short nudge with the address.
The artist's address
Artists on Aestra often work from home, so address handling is deliberate rather than casual.
- If your artist shares it up front, it is on your confirmation from the start.
- If they hold it back, you see the neighbourhood and city while you decide, and the full address arrives 24 hours before your appointment.
- First visit means you have not yet completed an appointment with them. Booking, paying, or rescheduling does not change that on its own. If your first appointment gets moved, the next one still counts as a first visit, and you wait for the address again.
- The link in your emails is what opens your booking and shows the address. Treat it like a ticket. Anyone you forward it to can see the same details.
Charges
You approve your artist's cancellation policy at checkout with the real amounts in it. These are the moments those numbers apply.
Deposit+
Taken when you book, shown before you pay. Some artists take none, in which case nothing is charged at booking.
Late cancellation+
Only applies inside your artist's window. The cancellation email states the refund and the fee together, rather than leaving you to find one of them on your statement.
No-show+
If a fee applies, an email goes out with the amount at the moment it is charged. You will not first hear about it from your bank.
Refunds+
Usually five to ten business days. If a refund we promised fails on the bank's side, we tell you and fix it rather than leaving you waiting.
If something goes wrong
Someone took the slot while you were paying+
Rare, and on us. You are refunded straight away and the email links you to pick another time.
You did not finish checking out+
The request is released after an hour so the slot returns to other clients. Nothing is charged.
Your artist changes their hours or a service+
A booking you already hold is not quietly rewritten. If a change affects it, you hear from us.
Every message, in one list
| Message | What prompts it | When |
|---|---|---|
| Request received | You book with an artist who reviews requests | Immediately |
| Booking confirmed | Your booking is set, no review needed | Immediately |
| Booking approved | Your artist accepts your request | On approval |
| Not confirmed | Your artist declines, or the request expires | On decision |
| Booking cancelled | You or your artist cancels | Immediately |
| Booking rescheduled | The time changes | Immediately |
| Location details | A private address becomes available to you | 24h before |
| Reminder | Your appointment is tomorrow | 24h before |
| Starting soon | Your appointment is close | 1h before |
| Fee charged | A no-show fee is charged to your card | On charge |
| Refund update | A refund we promised could not be completed | On failure |
Our side of it
What we will never do
- Send you marketing. Every message on this page exists because something happened to your booking.
- Charge your card without an email telling you the amount.
- Share an artist’s address before they have chosen to release it.
- Leave you guessing when a request goes unanswered.
You can turn off the two appointment reminders with the unsubscribe link in any reminder email. Messages about your booking and your money keep sending, because switching those off would do you more harm than good.