Cancellation Policy
Plans change, and we try to make changing a booking simple. This Cancellation Policy explains how to cancel or reschedule a Massage Dubai booking, when charges apply, and what happens if we need to change a booking on our side. It applies to all home, villa, apartment and hotel sessions across Dubai, and forms part of our Terms and Conditions.
Free Cancellation
You can cancel or reschedule free of charge with at least three hours’ notice before the confirmed start time. There is no fee and no explanation needed. If you paid a deposit, it is refunded in full or moved to your new booking, whichever you prefer.
Late Cancellation
Cancelling with less than three hours’ notice carries a travel charge. This covers the therapist’s time and transport, since a therapist has usually already been assigned to your slot and may have turned down other bookings.
Cancellation at the Door
If you cancel once the therapist has arrived, the travel charge applies. The same applies if the therapist reaches the confirmed address at the agreed time but cannot reach you or gain access within a reasonable time, for example because nobody answers, security will not allow entry, or visitor registration was not completed.
No-Shows
A no-show is when the therapist arrives at the confirmed address and time and the session cannot go ahead because nobody is available. No-shows are treated as a cancellation at the door. Repeated no-shows may mean we ask for full payment in advance for future bookings.
Rescheduling
To move your session, message us with at least three hours’ notice and we will change it free of charge, subject to availability. If your preferred therapist is not available at the new time, we will tell you before confirming.
Changes made with less than three hours’ notice are treated as a late cancellation, though we will always try to help where we can.
Changes to Your Session
You can change the treatment, duration or therapist preference before the session, subject to availability. If the change affects the price, we confirm the new rate before the session starts. Adding time on the day is possible only if the therapist has no booking immediately after yours.
Deposits
During peak periods we may ask for a deposit to hold a slot. Deposits are fully refundable if you cancel with at least three hours’ notice. With shorter notice, or at the door, the deposit goes towards the travel charge.
If We Arrive Late
We quote an arrival window when confirming your booking, usually forty-five to sixty minutes. If the therapist does not arrive within that window, you can choose a discount on the session or a rebooking at no extra cost. We tell you as soon as possible if a delay is expected.
If We Need to Cancel
In rare cases we may need to cancel or reschedule, for example because of therapist illness, severe weather, road closures or safety concerns. We contact you as early as possible and offer a new time or a full refund of any deposit or advance payment. You are never charged for a cancellation made by us.
Sessions Ended for Conduct Reasons
If a session ends because of a request outside professional massage, inappropriate behaviour, or because the therapist feels unsafe, this is not treated as a cancellation. The full price remains payable and no refund is given.
Health-Related Cancellations
If you become unwell before the session, for example with fever, flu or an infection, tell us as early as you can. We will always try to reschedule free of charge, even at short notice, when the reason is health related. If the therapist decides on arrival that the session is not safe to continue, you are only charged for any part already delivered.
Gift Vouchers
Sessions booked with a gift voucher follow the same rules. Cancel with at least three hours’ notice and the voucher stays valid until its expiry date. Late cancellations or no-shows may mean the voucher is treated as used. Vouchers cannot be exchanged for cash.
Membership Sessions
Membership bookings follow the same three-hour notice rule. Sessions cancelled with enough notice can be rebooked within the membership period. Late cancellations and no-shows count as a used session. Cancelling the membership itself follows the terms confirmed when you joined.
Refunds
Where a refund is due, it goes back to the original payment method. Card refunds usually appear within five to ten working days depending on your bank. Cash payments are refunded by bank transfer or credited to a future booking, whichever you prefer.
How to Cancel or Change a Booking
The quickest way is to message us on WhatsApp in the same chat where you booked. You can also email info@massagedubai.io or use the contact form on our website. Please include your name, the booking date and time, and the session address so we can find it quickly.
Your cancellation time is the time we receive your message, not the time we reply.
Contact Us
For any questions about this Cancellation Policy, message us on WhatsApp, email info@massagedubai.io, or use the contact form on our website.
Massage Dubai
Dubai, United Arab Emirates