Terms and Conditions
Booking, Payment, Cancellation & Refund Policy
AURA Spa
---
1. Purpose
This Policy aims to regulate booking, payment, cancellation, rescheduling, and refund procedures to ensure the highest standard of customer service, maintain the Spa's operational efficiency, protect the rights of all parties, and promote fairness and transparency in accordance with the applicable laws and regulations of the Kingdom of Saudi Arabia.
---
2. Booking Policy
1. Bookings are accepted through the Spa's approved booking channels, including in-person, telephone, website, mobile applications, or any other booking methods authorized by the Spa.
2. A booking shall be considered confirmed only after all booking requirements specified by the Spa have been fulfilled, including payment of any required deposit or full payment where applicable.
3. The Spa reserves the right to require a deposit or full payment in advance for certain services, packages, promotional offers, or group bookings.
4. Clients are responsible for arriving at their scheduled appointment time.
5. The Spa reserves the right to reschedule or modify appointments due to operational, technical, or emergency circumstances, with reasonable notice provided to the client whenever possible.
6. The Spa reserves the right to decline future bookings where outstanding balances exist, repeated No-Show incidents have occurred, or the client has violated the Spa's policies.
---
3. Arrival & Late Arrival Policy
1. Clients are kindly requested to arrive 5 to 10 minutes before their scheduled appointment.
2. If a client arrives more than 10 minutes late, the Spa reserves the right to:
- Shorten the service duration to accommodate the remaining appointment time.
- Reschedule the appointment based on availability.
- Consider the appointment cancelled in accordance with this Policy.
3. The Spa shall not be obligated to extend or compensate for lost service time due to the client's late arrival.
4. If the client's delay prevents the service from being properly performed, the appointment shall be deemed cancelled by the client.
---
4. Cancellation & Rescheduling Policy
Cancellation or Rescheduling
Clients may cancel or reschedule their appointment at least 24 hours prior to the scheduled appointment without any cancellation fee.
Late Cancellation
If a booking is cancelled less than 24 hours before the scheduled appointment, the Spa reserves the right to:
- Retain the deposit paid; or
- Charge up to 50% of the booked service value, depending on the nature of the service and the reserved appointment time.
No-Show Policy
A client shall be considered a No-Show if:
- The client fails to attend the scheduled appointment.
- The client arrives too late for the service to be performed.
- The client fails to respond to appointment confirmation attempts.
In such cases, the Spa reserves the right to:
- Retain the full deposit paid.
- Require a deposit for future bookings.
- Decline future bookings in the event of repeated No-Show incidents.
---
5. Payment Policy
1. Payments are accepted through the payment methods approved by the Spa.
2. Payment for services and products must be made prior to the commencement of the service unless otherwise approved by management.
3. No booking shall be considered confirmed where an advance payment is required and has not been received.
4. All prices are either inclusive or exclusive of Value Added Tax (VAT), as stated by the Spa and in accordance with applicable regulations.
5. The Spa reserves the right to revise its prices at any time. Such revisions shall not affect appointments that have already been confirmed.
---
6. Refund & Store Credit Policy
1. Services that have been fully performed are non-refundable.
2. Where multiple services are booked under a single appointment, each service shall be treated as an independent service, and payment shall be due for all services that have already been performed.
3. If a client chooses not to proceed with one or more booked services after the appointment has commenced or after part of the booked services has already been performed, the unused service(s) shall not be eligible for a cash refund.
4. In such circumstances, the value of the unused service(s) shall be converted into Store Credit issued in the client's name, unless the inability to provide the service is attributable to the Spa or applicable laws require otherwise.
5. Store Credit may be used to purchase services or retail products available at the Spa within 90 days from the date of issuance, unless the Spa specifies a different validity period.
6. Store Credit:
- Cannot be exchanged for cash.
- Cannot be refunded to the client's bank account or original payment method.
- Cannot be transferred to another person without prior approval from Spa Management.
7. Where the Spa is unable to provide the booked service due to circumstances attributable to the Spa, including but not limited to:
- Specialist unavailability;
- Technical or operational issues; or
- Appointment cancellation by the Spa,
the client may choose one of the following options:
- Reschedule the appointment;
- Receive Store Credit; or
- Receive a refund using the original payment method.
8. Where a service cannot be safely performed due to health or technical reasons as determined by the Spa specialist, the Spa may reschedule the service or issue Store Credit.
9. Deposits shall not be refunded in the following circumstances:
- Late cancellation;
- No-Show appointments;
- Client refusal to continue the service after the appointment has commenced;
- Client cancellation of one or more booked services after the appointment has started.
10. The Spa shall maintain an electronic record of all Store Credit balances. Clients are responsible for using their Store Credit before its expiration date.
---
7. Packages, Memberships & Promotional Offers
1. All packages, memberships, and promotional offers are subject to their respective terms and conditions at the time of purchase.
2. Services already utilized within a package or membership are non-refundable.
3. The Spa reserves the right to establish validity periods for packages, memberships, and promotional offers.
4. Packages, memberships, and promotional offers are non-transferable unless approved by Spa Management.
5. Any unused portion of a package or promotional offer that expires shall not be refundable unless otherwise stated in the applicable offer terms.
---
8. Right to Refuse or Discontinue Service
The Spa reserves the right to refuse, suspend, or discontinue any service where:
- The client behaves in an inappropriate, abusive, or disrespectful manner toward employees or other clients.
- The client violates Spa rules or safety instructions.
- False or misleading information is provided.
- The client's conduct threatens the safety of employees, clients, or Spa property.
- A health condition is suspected that may make the requested service unsafe.
The Spa reserves the right to take any appropriate action necessary to protect its legitimate interests in accordance with applicable laws.
---
9. General Provisions
1. Making a booking, completing payment, or receiving services from the Spa shall constitute acceptance of this Policy.
2. AURA Spa reserves the right to amend this Policy at any time in accordance with operational requirements and applicable laws. Any amendments shall become effective upon publication or announcement by the Spa.
3. This Policy shall be governed by the laws and regulations of the Kingdom of Saudi Arabia.
4. Any dispute relating to bookings, payments, cancellations, or refunds shall first be governed by this Policy and, where applicable, by the laws and regulations of the Kingdom of Saudi Arabia.
5. Nothing contained in this Policy shall prejudice any statutory rights granted to clients or the Spa under the applicable laws of the Kingdom of Saudi Arabia.
---
