Booking, Cancellation & Refund Policy
We understand that plans can change. This policy explains how bookings, changes, late arrivals, cancellations and refunds are handled at Tamayaz Wellness.
Booking & Payment
Appointments are subject to availability and are confirmed by Tamayaz Wellness.
Full payment is required to confirm a booking unless Tamayaz expressly confirms otherwise. Any approved instalment or payment option is subject to the applicable provider’s terms.
In-Centre Cancellations & Changes
Please give us at least 4 hours’ notice if you need to cancel or reschedule an in-centre appointment.
With 4 hours or more notice, there is no cancellation charge.
For cancellations made less than 4 hours before the appointment, a charge equal to 50% of the applicable session value applies.
A no-show, or cancellation after the appointment start time, results in the full applicable session value being charged.
For a prepaid Treatment Package or Programme, a late cancellation does not remove the session from the plan; the applicable 50% late-cancellation charge is payable separately.
A no-show or cancellation after the appointment start time forfeits one full session.
Customers may reschedule an appointment up to two times without charge, provided the required advance notice is given.
At least 4 hours’ notice is required for in-centre appointments and 6 hours for Home Wellness appointments.
From the third customer-requested reschedule onwards, a fee equal to 50% of the applicable session value applies, even when sufficient advance notice is provided.
A reschedule requested with less than the required notice also attracts the applicable 50% charge.
Only one rescheduling penalty applies to each change.
Rescheduling is subject to appointment availability and the validity of any prepaid package, programme or membership.
Late Arrival
We will normally hold an appointment for up to 15 minutes.
If you arrive between 15 and 30 minutes late, the treatment may need to be shortened, adapted or rescheduled depending on availability.
Arrivals more than 30 minutes late may be treated as a no-show where there is insufficient time to provide the treatment safely or without affecting subsequent appointments.
Home Wellness
Home Wellness appointments require at least 6 hours’ notice for cancellation or rescheduling without charge.
A cancellation with less than 6 hours’ notice and before the therapist has departed is charged at 50% of the applicable service value.
Once the therapist has departed for the appointment, or upon arrival at the service location, the full applicable service value is payable together with any previously disclosed non-recoverable costs.
The same rescheduling limit applies to Home Wellness appointments: up to two complimentary reschedules with at least 6 hours’ notice, and a 50% fee from the third reschedule or when less notice is given.
Access to the service location should be available within 15 minutes of arrival.
Freeze & Extension
Eligible prepaid multi-session products include one complimentary freeze of up to 15 calendar days, requested before expiry.
A freeze cannot be backdated. The product cannot be used while frozen, and its expiry date is extended by the approved number of frozen days.
Where applicable, additional extensions may be purchased for AED 100 per 15 calendar days, up to a maximum of 30 additional days, provided the extension is requested and paid for before expiry.
Refunds
Single services are non-refundable once completed.
Prepaid Treatment Packages, Programmes and Memberships are designed for use within their stated validity period and are non-refundable once activated.
Approved freeze and extension options are available where applicable.
Exceptional circumstances may be reviewed by management on a case-by-case basis.
Where Tamayaz is unable to provide the purchased service, an appropriate alternative or resolution will be offered.
Service Concerns
If you have a concern about your treatment, please tell us as soon as possible.
Tamayaz will review the concern and, where appropriate, may offer a suitable service-recovery solution such as correction, reperformance, a replacement service, credit or another management-approved resolution.
A cash refund is not automatically the first remedy for a service-quality concern.