Royal Home Spa believes in transparent, fair, and customer-friendly policies. This Refund & Cancellation Policy explains how cancellations, refunds, rescheduling, and service disputes are handled for all home massage Dubai bookings.
By booking with us, you agree to the terms below.
1. Booking Confirmation
A booking is officially confirmed only when:
- You receive a WhatsApp confirmation from Royal Home Spa
- The therapist’s name, ETA, and final price have been shared with you
- You have replied “Confirmed” or equivalent on WhatsApp
Unconfirmed inquiries are not active bookings and incur no charges.
2. Cancellation Policy
We understand schedules change. Our cancellation terms are designed to be fair to both clients and therapists.
Free Cancellation Window Cancel free of charge up to 2 hours before your appointment.
Late Cancellation (Less Than 2 Hours Before) A small admin fee of AED 100 applies. This compensates the therapist for travel time and reserved slot.
No-Show Policy If the therapist arrives at your location and you are unreachable or refuse service without prior cancellation, the full session amount is charged.
Emergency Cancellations Medical emergencies, family emergencies, or unforeseen circumstances are handled case-by-case. Message us honestly on WhatsApp — we typically waive fees in genuine emergencies.
3. Rescheduling
Rescheduling is free of charge if requested at least 2 hours before your appointment.
- Same-day reschedule: free if 2+ hours notice
- Within 2 hours: AED 50 rescheduling fee
- Multiple reschedules in one booking: may require fresh confirmation
You can reschedule unlimited times within a 7-day window from original booking date.
4. Refund Policy
Since payment is collected after the session, refunds rarely apply. However:
Full Refund Conditions
You receive a 100% refund if:
- The therapist does not arrive within the agreed ETA window (after our 15-minute grace period)
- The therapist arrives but is unable to deliver the booked service
- The therapist’s credentials, license, or hygiene standards are not met
- Service quality is significantly below expectation due to therapist error (documented)
- Royal Home Spa cancels the booking on our end
Partial Refund Conditions
You receive a 50% refund if:
- Service was partially delivered but interrupted (genuine reasons)
- Wrong massage type was performed despite clear booking instructions
- Session ended significantly earlier than the booked duration
No Refund Conditions
Refunds are not issued for:
- Client mood, preference change, or comfort issues unrelated to service quality
- Refusal to allow therapist entry after they have arrived
- Client running out of time or rushing the session
- Disputes raised more than 48 hours after the session
- Tip amounts (tips are always optional and non-refundable)
- Subscription sessions that were not used within the month (see Section 5)
5. Subscription Refund Policy
Our monthly subscription plans (Basic, Premium, Royal) follow separate refund rules.
Within First 7 Days Unused subscription cancellations within 7 days: full refund minus any sessions already taken (at single-session rate).
After 7 Days Pro-rated refund based on unused sessions. Used sessions are deducted at the standard single-session rate, not the discounted subscription rate.
Unused Monthly Sessions Subscription sessions do not carry over to the next month unless explicitly approved in writing.
Subscription Pause You can pause your subscription for up to 30 days twice per year. Contact us on WhatsApp to activate a pause.
6. Refund Processing Time
Approved refunds are processed within:
- Cash payments: 24-48 hours via bank transfer
- Card payments: 5-10 business days (depends on your bank)
- Bank transfers: 2-5 business days
- Digital wallets: 24-72 hours
Refunds are issued to the original payment method whenever possible.
7. Therapist-Side Cancellation
In rare cases where Royal Home Spa must cancel from our end (therapist illness, emergency, weather conditions, building access issues), we offer:
- Immediate replacement therapist (if available)
- Free rescheduling to your preferred time
- 100% refund if neither option works for you
- Additional 10% discount on your next booking as goodwill
8. Service Disputes
If you’re unsatisfied with a session:
Step 1: Notify us via WhatsApp within 24 hours Step 2: Share specific details — what went wrong, what was expected Step 3: Our team reviews with the assigned therapist Step 4: Resolution offered within 48 hours (refund, free session, or discount)
We take service quality seriously. Genuine complaints are always honored fairly.
9. Gift Vouchers & Promotional Bookings
- Gift vouchers are non-refundable but transferable
- Promotional discount bookings follow standard cancellation rules
- “Free session” promotions cannot be exchanged for cash refund
- Voucher validity: 6 months from issue date unless stated otherwise
10. Corporate & Event Bookings
For corporate wellness days, weddings, or private events:
- 50% advance deposit required to confirm
- Free cancellation up to 7 days before event date
- 3-7 days notice: 50% deposit retained
- Less than 3 days notice: full deposit retained
- Same-day cancellation: full booking amount charged
11. Hotel In-Room Massage Cancellations
Hotel bookings follow standard cancellation rules with one addition:
- If the hotel denies entry to our therapist due to internal policies, we issue a full refund including any administrative fees
- Hotel guests must ensure their hotel permits external massage services before booking
12. Payment Disputes
For card payment disputes:
- Contact us first on WhatsApp before initiating a bank chargeback
- We resolve 95% of disputes amicably within 48 hours
- Chargeback claims without prior communication may be contested
- Fraudulent chargebacks may result in service bans
13. Force Majeure
Royal Home Spa is not liable for cancellations or service interruptions caused by:
- Natural disasters, severe weather (sandstorms, heavy rain)
- Government restrictions or curfews
- Infrastructure failures (road closures, building access denial)
- Public health emergencies
- Civil unrest
In such cases, free rescheduling is offered. Refunds are processed on a case-by-case basis.
14. Updates to This Policy
We may revise this policy occasionally. Updates will be reflected with a new “Last Updated” date. Bookings made under previous policy versions will be honored under those original terms.
15. Contact for Refunds & Cancellations
Royal Home Spa Dubai Marina, Dubai, United Arab Emirates 📧 hi@royalhomespa.ae 🌐 homemassageservicedubai.com
For fastest resolution, message us on WhatsApp with your booking details. Our team responds within 5-10 minutes, 24/7.
By booking our services, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.