Cancellation Policy
We know plans change. This Cancellation Policy explains how to cancel or change a Couple Massage Dubai booking, when charges apply, and what happens if we need to change a booking on our side. It applies to all home, villa, apartment and hotel sessions in Dubai, Sharjah and Ajman, and forms part of our Terms and Conditions.
Free Cancellation
You can cancel or reschedule your booking free of charge with at least three hours’ notice before the confirmed start time. There is no fee and no questions asked. If you paid a deposit, it will be refunded in full or moved to your new booking, whichever you prefer.
Late Cancellation
If you cancel with less than three hours’ notice, a travel charge applies. This covers the therapists’ time and transport, as two therapists are usually already assigned and may have turned down other bookings to be with you.
Cancellation at the Door
If you cancel when the therapists arrive, the travel charge applies. The same charge applies if the therapists arrive at the confirmed address and time but cannot reach you or gain access within a reasonable time, for example because nobody answers, reception or security will not allow entry, or visitor registration was not completed.
No-Shows
A no-show is when the therapists arrive at the confirmed address and time, and the booking cannot go ahead because nobody is available. No-shows are treated as a cancellation at the door and the travel charge applies. Repeated no-shows may mean we ask for full payment in advance for future bookings.
Rescheduling
To move your session to another time or date, contact us with at least three hours’ notice and we will change it free of charge, subject to availability. If your preferred therapist pairing is not available at the new time, we will tell you before confirming the change.
Changes made with less than three hours’ notice are treated as a late cancellation, although we will always try to help where we can.
Changes to Your Session
You can change the technique, duration or therapist pairing before your session, subject to availability. If a change affects the price, we will confirm the new price before the session begins. Adding time on the day is possible only if the therapists do not have another booking straight after yours.
Deposits During Busy Periods
During Valentine’s week, Eid and New Year, we may ask for a deposit to hold your slot. Deposits are fully refundable if you cancel with at least three hours’ notice. If you cancel later, or at the door, the deposit is used towards the travel charge.
If We Arrive Late
We give an arrival window when we confirm your booking. If the therapists do not arrive within that window, you can choose to have your session discounted or rebooked for another time at no extra cost. We will always let you know as soon as possible if a delay is expected.
If We Need to Cancel
In rare cases, we may need to cancel or reschedule a booking, for example because of therapist illness, severe weather, road closures or safety concerns. If this happens, we will contact you as early as possible and offer a new time or a full refund of any deposit or advance payment. You will never be charged for a cancellation made by us.
Sessions Ended for Conduct Reasons
If a session is ended because of a request for services outside professional massage, inappropriate behaviour, or because the therapists feel unsafe, this is not treated as a cancellation. The full price of the session remains payable, and no refund is given.
Health-Related Cancellations
If either person becomes unwell before the session, for example with a fever, flu or infection, please let us know as early as possible. We will always try to reschedule free of charge, even with shorter notice, when the reason is health related. If the therapists decide on arrival that a session is not safe to continue, you will only be charged for any part of the session already delivered.
Gift Vouchers
Sessions booked with a gift voucher follow the same cancellation rules. If you cancel with at least three hours’ notice, the voucher stays valid until its expiry date. Late cancellations or no-shows may mean the voucher is treated as used. Gift vouchers cannot be exchanged for cash.
Couple Wellness Membership
Membership sessions follow the same three-hour notice rule. Sessions cancelled with enough notice can be rebooked within the membership period. Late cancellations or no-shows count as a used session. Cancelling the membership itself follows the terms confirmed when you joined.
Refunds
Where a refund is due, it is made to the original payment method. Card refunds usually appear within five to ten working days, depending on your bank. Cash payments are refunded by bank transfer or credited to a future booking, whichever you prefer.
How to Cancel or Change a Booking
The quickest way is to message us on WhatsApp in the same chat where you made your booking. You can also email us at info@couplemassagedubai.ae or use the contact form on our website. Please include your name, booking date and time, and the address of the session so we can find your booking quickly.
Your cancellation time is the time we receive your message, not the time we reply.
Contact Us
If you have any questions about this Cancellation Policy, message us on WhatsApp, email info@couplemassagedubai.ae, or use the contact form on our website.