Terms and Conditions
Booking, Payment, Cancellation & Refund Policy
1. Purpose
This policy aims to regulate booking, payment, cancellation, rescheduling, and refund procedures to ensure the highest standards of customer service, maintain the Center’s operational efficiency, protect the rights of all parties, and promote fairness and transparency in compliance with the applicable laws and regulations of the Kingdom of Saudi Arabia.
2. Booking Policy
Bookings are accepted through the Center’s approved channels, including in-person visits, telephone, website, applications, or any other communication channel authorized by the Center’s Management.
A booking shall be considered confirmed only after all applicable booking requirements have been fulfilled, including payment of a deposit or the full service amount, where required.
The Center reserves the right to require an advance payment or full payment for certain services, packages, promotional offers, or group bookings.
Customers are required to arrive at their scheduled appointment time to receive their services.
The Center reserves the right to modify or reschedule appointments due to operational, technical, or emergency circumstances. Customers will be notified as soon as reasonably possible.
The Center reserves the right to refuse bookings in cases involving outstanding payments, repeated no-shows, or violations of the Center’s policies.
3. Attendance and Late Arrival Policy
Customers are requested to arrive five (5) to ten (10) minutes before their scheduled appointment.
If a customer arrives more than five (5) minutes late, the Center reserves the right to take one of the following actions, depending on operational circumstances:
Reduce the service duration according to the remaining available time.
Reschedule the appointment based on availability.
Consider the appointment canceled in accordance with the Cancellation Policy.
The Center is not obligated to compensate for any service time lost due to the customer’s late arrival.
If the customer’s late arrival makes it impossible to provide the service as required, the appointment shall be considered canceled by the customer, and the following charges shall apply:
Full Payment: A cancellation fee of 25% of the total amount paid shall apply.
Deposit Payment: The full deposit amount shall be retained by the Center.
4. Cancellation and Rescheduling Policy
4.1. Cancellation or Appointment Modification
Customers may cancel or reschedule their appointments without incurring any charges, provided that the Center is notified at least twenty-four (24) hours before the scheduled appointment.
4.2. Late Cancellation
If a customer cancels an appointment less than twenty-four (24) hours before the scheduled service, the Center reserves the right to:
Retain the deposit amount paid.
Retain a cancellation fee of 25% of the total amount if the service has been fully paid for.
4.3. No-Show Policy
A customer shall be considered a no-show in any of the following circumstances:
Failure to attend the scheduled appointment.
Arriving late to the extent that the service can no longer be performed.
Failure to respond to the Center’s appointment confirmation communications.
In such cases, the Center reserves the right to:
Retain the full deposit or advance payment.
Require advance payment for future bookings.
Refuse future bookings in cases of repeated no-shows.
4.4. Gift Service Terms and Conditions
Validity: Gift services are valid for one (1) month from the date of gifting.
Restricted Periods: Gift services cannot be redeemed during seasonal periods or promotional offers.
Service Changes: The gifted service cannot be exchanged, substituted, or modified.
4. Cancellation and Refunds: Gift services cannot be canceled, and payments are non-refundable, whether in cash or through any of the payment methods accepted by the Center. If the gifted service is not redeemed, its value shall be converted into Store Credit, valid for one (1) month from the original gifting date.
5. Payment Policy
Payments are accepted through the payment methods approved by the Center.
Full payment for services or products must be completed before the service is provided, unless otherwise approved by the Center’s Management.
A booking shall not be considered confirmed if an advance payment is required but has not been received.
All prices shall include or exclude Value Added Tax (VAT) as clearly indicated, in accordance with the applicable laws and regulations.
The Center reserves the right to modify its prices at any time. However, such modifications shall not affect previously confirmed bookings.
6. Refund and Store Credit Policy
Completed Services: Services that have been fully performed are not eligible for cash refunds.
Multiple Services: When multiple services are booked under a single appointment, each service shall be treated as an independent service. The Center is entitled to retain payment for all services that have been fully performed.
Partially Completed Bookings: If some of the booked services have been completed and the customer subsequently decides not to proceed with the remaining services or requests cancellation of any service after the appointment has commenced, the unused service value shall not be eligible for a cash refund.
Store Credit: The value of unused services shall be settled by issuing Store Credit in the customer’s name and shall not be refunded in cash, unless the failure to provide the service is attributable to the Center or otherwise required by applicable laws and regulations.
Store Credit Validity: Store Credit may be used to book other services or purchase products available at the Center within ninety (90) days from the date of issuance, unless Management specifies a different validity period.
Non-Cash Redemption: Store Credit cannot be exchanged for cash or transferred back to the original bank account or payment card.
Transferability: Store Credit cannot be transferred to another person without prior approval from the Center’s Management.
Service Unavailability: If the Center is unable to provide a service due to circumstances attributable to the Center, including but not limited to:
Unavailability of the assigned specialist.
Technical malfunctions.
Cancellation of the appointment by the Center.
The customer shall have the right to choose one of the following options:
Reschedule the service.
Convert the service value into Store Credit.
Receive a refund through the applicable lawful refund procedure using the original payment method.
Health or Technical Restrictions: If a service cannot be performed for health or technical reasons determined by the relevant specialist to ensure the customer’s safety, the Center reserves the right to reschedule the service or convert its value into Store Credit.
Non-Refundable Deposits and Advance Payments: Deposits and advance payments shall not be refunded in the following circumstances:
Late cancellation.
Failure to attend the appointment (No-Show).
Refusal to continue a service after the appointment has commenced.
Refusal to receive any of the booked services after the appointment has commenced.
Store Credit Records: The Center shall maintain electronic records of all Store Credit issued to customers. Customers are responsible for using their Store Credit within its designated validity period.
7. Packages, Memberships, and Promotional Offers
All packages, memberships, and promotional offers are subject to the specific terms and conditions announced at the time of purchase.
The value of services already used under packages or memberships is non-refundable.
The Center reserves the right to establish validity periods for packages, promotional offers, and memberships.
Packages, memberships, and promotional offers cannot be transferred to another person without prior approval from Management.
If a package or promotional offer expires before all included services have been used, the Center shall not be obligated to compensate the customer for any unused services unless otherwise stated in the applicable offer terms and conditions.
8. Right to Refuse, Suspend, or Terminate Services
The Center reserves the right to refuse, suspend, or terminate the provision of services in any of the following circumstances:
Inappropriate, offensive, or abusive behavior toward employees or other customers.
Failure to comply with the Center’s instructions or safety requirements.
Providing misleading, inaccurate, or false information.
Any conduct that may endanger the safety of employees, customers, or property.
Suspected health conditions that may prevent the safe provision of services or pose risks to the customer or specialist.
The Center reserves the right to take appropriate measures to protect its rights and the rights of its customers in accordance with applicable laws and regulations.
9. General Terms and Conditions
Acceptance of Policy: By making a booking, paying for a service, or receiving services at the Center, the customer expressly acknowledges and agrees to comply with all provisions of this policy.
Policy Amendments: AURA Spa Management reserves the right to amend or update this policy at any time to meet operational requirements and comply with applicable laws and regulations. Any amendments shall become effective from the date of publication or official announcement.
Applicable Law: This policy shall be governed by the laws and regulations of the Kingdom of Saudi Arabia. In the event of any conflict between this policy and applicable legal provisions, the relevant laws and regulations shall prevail.
Dispute Resolution: In the event of any dispute concerning bookings, payments, cancellations, or refunds, reference shall first be made to this policy, followed by the applicable laws and regulations of the Kingdom of Saudi Arabia.
Protection of Legal Rights: Under all circumstances, the implementation of this policy shall not prejudice or limit any rights granted to customers or the Center under the applicable laws and regulations of the Kingdom of Saudi Arabia.
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