1. Cancellation & Rescheduling Tiers
| Timeframe | Cancellation Fee | Refund Status |
|---|---|---|
| More than 3 hours before appointment | AED 0 (Free) | 100% Full Refund or hassle-free reschedule |
| Within 3 hours of appointment | AED 100 late fee | Balance refunded (covers reserved therapist dispatch) |
| Therapist arrives & Client No-Show (after 20 min) | 50% of booking total | 50% refunded (compensates dedicated therapist travel) |
| Therapist Delay > 30 min / Balié Cancellation | AED 0 | 100% Full Refund + Complimentary 30-min session credit |
2. How to Cancel or Reschedule
You can adjust or cancel your appointment in two effortless ways:
- Via WhatsApp Concierge: Send a quick message to +971 56 980 2597 with your booking name and requested reschedule time or cancellation.
- Via Fresha Booking Portal: If you booked directly through Fresha, open your booking confirmation link and tap "Manage / Cancel Appointment".
3. Refund Processing Timelines
When a refund is approved, funds are returned strictly to the original payment method:
- Online Credit / Debit Card (via Fresha): Initiated immediately. Depending on your card issuing bank (e.g., Emirates NBD, ADCB, HSBC, Dubai Islamic Bank), funds reflect in your account within 3 to 5 business days.
- Direct UAE Bank Transfer: Processed within 24 business hours.
- Cash Payments: If an advance cash deposit was provided, our concierge coordinates cash handover or instant bank transfer within 24 hours.
4. Therapist Punctuality Guarantee
Our therapists plan their transit with buffer time to navigate Dubai traffic. If, due to extraordinary circumstances (e.g., severe weather or unexpected highway closures), your therapist is delayed by more than 30 minutes and you prefer not to proceed, you will receive an immediate 100% refund, plus a complimentary 30-minute credit toward your next booking.
5. Contraindication & Health Safety Cancellations
If upon arrival our therapist discovers an undisclosed acute medical condition that renders the treatment unsafe (such as active fever, untreated DVT, or acute infection), the session cannot proceed for your safety. In such scenarios, only an AED 100 travel reimbursement is retained and the remainder is refunded or converted into a future treatment credit when your health recovers.
6. Contact Us
If you have any questions regarding a past refund or upcoming booking, our concierge is available 7 days a week from 9:00 AM to 11:00 PM:
VIP Concierge WhatsApp: +971 56 980 2597
Billing & Support Email: concierge@baliedubai.com