Home Massage Abu Dhabi
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Home Massage Abu Dhabi

Booking & Cancellation Policy – Home Massage Abu Dhabi

We’ve designed our booking process to be as simple as sending a WhatsApp message — but simplicity works best when both sides understand how it operates. This page explains exactly how bookings, confirmations, changes, and cancellations work so there are no surprises for you or your therapist.

1. How Booking Works

  • Initial contact. You reach out via WhatsApp (or phone) with your preferred date, time, location, massage type, and any therapist gender preference.
  • Availability check. Our support team checks therapist availability for your requested time and location and responds with confirmation or alternative time slots if your first choice isn’t available.
  • Price confirmation. Before your booking is finalized, we confirm the exact price based on the treatment type and duration you’ve selected. This is the price you’ll pay — no hidden additions.
  • Booking confirmation. Once details are agreed, you’ll receive a confirmation message with your therapist’s estimated arrival window.
  • Pre-arrival update. On the day of your appointment, we send a message when your therapist is on the way, along with an updated estimated arrival time if needed.

2. Advance Notice

  • Standard bookings: We recommend booking at least 2–3 hours in advance to ensure smooth therapist matching and travel planning.
  • Same-day/urgent bookings: We accept these whenever possible, subject to therapist availability at that moment. Urgent bookings made with very short notice may have limited therapist or time-slot options.
  • Peak times: Evenings, weekends, and public holidays are higher-demand periods. Booking earlier in the day improves your chances of getting your preferred time slot.

3. Confirming Your Location

Please provide an accurate address (building name, apartment/villa number, and any access instructions such as gate codes or parking notes) at the time of booking. For hotel or serviced apartment bookings, please include the property name and room number if known, and inform hotel reception that a guest is expected, where required by the property.

Inaccurate or incomplete address information that delays your therapist’s arrival is not considered a late arrival on our part, and any resulting delay to your session start time will not be compensated.

4. Rescheduling Your Appointment

Plans change — we understand that. To reschedule:

  • Contact us on WhatsApp as early as possible before your scheduled appointment time.
  • We’ll do our best to move your session to a new time or date based on therapist availability.
  • Rescheduling requested more than 3 hours before your appointment is generally accommodated at no charge.
  • Rescheduling requested with less than 3 hours’ notice may be treated as a late cancellation (see below), particularly if your therapist has already begun traveling to your location.

4. Rescheduling Your Appointment

  • Cancellations made 3+ hours before your scheduled appointment: No charge. Simply message us to cancel.
  • Cancellations made less than 3 hours before your appointment, or after your therapist has already departed for your location: A cancellation fee may apply to cover the therapist’s travel time and lost booking slot. We will always inform you of any applicable fee before charging it.
  • No-shows (client is unreachable or unavailable at the confirmed location and time, with no prior communication): Treated as a late cancellation, and the full or partial session fee may be charged.

We apply this policy fairly and will always work with you on genuine emergencies — the goal of this policy is to protect our therapists’ time and income, not to penalize honest changes of plan.

6. Illness-Related Cancellations

If you or your therapist need to cancel due to illness (particularly contagious symptoms such as fever or flu), we will reschedule your appointment at no cancellation charge, in line with our Hygiene & Safety Standards. Please let us know as early as possible so we can also protect your therapist’s schedule.

7. Therapist-Initiated Changes

On rare occasions, a therapist may become unavailable after a booking is confirmed (illness, emergency, or unforeseen circumstances). If this happens:

  • We will notify you as soon as possible.
  • We will offer a replacement therapist matching your original preferences where available, or
  • We will offer to reschedule your session to a new time at no additional cost, or
  • We will offer a full refund if a suitable alternative cannot be arranged.

8. Late Arrival by Therapist

Our therapists plan their routes accounting for Abu Dhabi traffic patterns and building access procedures. If your therapist is running late:

  • We will notify you proactively with an updated arrival estimate.
  • For delays beyond 20 minutes past the confirmed time without prior notice, please contact our support team directly, and we will address it — including session time extension or a partial discount where appropriate.

9. Session Duration & Timing

  • Sessions begin at the agreed start time, once setup is complete.
  • If you are not ready or available at the confirmed time (e.g., not present at the location, or requiring extended setup delay caused by you), the session end time is not extended — the booked duration is measured from the scheduled start time.
  • If you would like to extend your session beyond the booked duration, this is subject to therapist availability for their next appointment and will be charged at the applicable additional rate.

10. Group, Couple & Multi-Therapist Bookings

  • For couple massages, four-hand massages, or any booking requiring more than one therapist, please note:
  • These bookings require confirmation of availability for all therapists involved, so we recommend booking these further in advance where possible.
  • Cancellation or rescheduling policies above apply per booking, not per therapist.

11. Payment Timing

Payment is generally collected upon completion of your session. For select bookings — including first-time long-distance appointments, peak-hour slots, or multi-therapist bookings — an advance payment or deposit may be requested to secure your reservation. This will always be clearly communicated at the time of booking, never after the fact.

12. Changes to This Policy

We may update this policy from time to time to reflect operational changes or client feedback. The version published on this page at the time of your booking is the version that applies to your appointment.

Questions About Booking?

If anything here is unclear, or you have a specific scheduling situation not covered above, message our team on WhatsApp before you book — we’re happy to talk it through.