Booking Terms & Cancellation
Last updated: [July 2025]
1. Making a Booking
Bookings are made by WhatsApp, phone, or the website form. A booking is confirmed only when we reply confirming your therapists, time, and final price. A submitted form or an unanswered message is not a confirmed booking.
To confirm, we need:
- Your name and contact number
- The full address, including building name, apartment or villa number, or hotel room number
- Date, time, and session length
- Treatment for each person
- Therapist gender preference
- Any health conditions we should know about
2. Payment
Payment is made on arrival, before the session begins. Cash or card. No deposit is required for a standard booking.
The price confirmed when you book is the price you pay. No call-out fee, no equipment fee, no VAT added afterwards, no expected tip.
If you’d rather not share your exact address
We can still take the booking, but it requires a AED 100 advance payment to confirm. This is deducted from your final price.
We ask for the apartment or room number because our therapists carry equipment and need to reach the right door rather than call from the street. If you’d prefer not to give it in advance, the deposit covers our travel.
3. Cancellation
Free cancellation until your therapists depart.
We message you roughly 10 minutes before your therapists leave for your address. Up to that moment you can cancel or reschedule at no charge, for any reason. No fee, no questions.
Once your therapists have departed, the booking is in progress. If you cancel after that point, a travel charge of AED 100 applies.
We think this is fair both ways: you get a genuine free-cancellation window right up to the last moment, and our therapists aren’t left out of pocket for a journey nobody asked them to stop.
4. If We Cannot Reach You
If our therapists arrive and cannot access the property — nobody answers, the address is wrong, hotel security refuses entry, or your phone is unreachable — we will wait 15 minutes and try to contact you. After that the booking is treated as cancelled after departure, and the travel charge in clause 3 applies.
You can avoid this entirely by giving us the complete address at booking and keeping your phone reachable around your appointment time.
5. Repeat Bookings After a Late Cancellation or No-Show
If you cancel after your therapists have departed, or you are unreachable when they arrive, your next booking requires full payment in advance.
Once you complete one prepaid session, you return to our normal pay-on-arrival terms.
This isn’t a penalty. When a booking falls through after departure, two therapists lose the session and the travel, and we usually can’t fill the slot at short notice. Asking for advance payment once is how we keep same-day, pay-on-arrival booking available to everyone else.
6. Late Arrival
If our therapists are delayed, we tell you as soon as we know and you may reschedule or cancel free of charge.
If you’re not ready when they arrive, they will wait up to 15 minutes. Beyond that, the session may be shortened to finish at the originally scheduled time so that any following booking isn’t affected.
7. Extending Your Session
You can extend at any point during the session, subject to your therapists’ availability. Just ask them.
Extensions are charged at AED 400 per 30 minutes, payable at the end alongside the original amount.
Therapists may have a following booking, so extensions can’t be guaranteed. Asking early in the session gives the best chance.
8. What You Need to Provide
- Roughly 3 × 3 metres of clear floor space. A living room usually works better than a bedroom.
- Access to the property and a working contact number.
- For Thai massage: floor space and loose clothing. No table needed.
We bring everything else — tables, linens, towels, and oils.
9. Health Information
You must tell us at booking about pregnancy, recent surgery, injuries, circulatory or clotting conditions, uncontrolled blood pressure, skin infections, ongoing medical treatment, or fever on the day.
Some conditions change the technique, the pressure, or which therapist we send. A few mean we cannot proceed safely.
If a condition is disclosed only on arrival and means we cannot treat you safely, the booking is treated as cancelled after departure and clause 3 applies. Not a penalty — simply that our therapists have already travelled, and the disclosure could have been made at booking.
10. Hotels and Holiday Rentals
Give us the hotel name, room number, and the name on the reservation. Our therapists carry ID and coordinate with reception themselves.
Some properties do not permit external therapists. Tell us where you’re staying and we’ll check before you book. If a hotel refuses entry on arrival and we weren’t told the property in advance, clause 3 applies.
11. Therapist Allocation
Your therapist gender combination is confirmed at booking. We never substitute without asking you first.
If your requested combination becomes unavailable, we contact you with the options: a different combination, a different time, or a free cancellation. We don’t send a substitute and hope you won’t mind.
12. Our Satisfaction Promise
If something isn’t right — pressure, setup, timing — tell your therapist during the session or contact us immediately afterwards. Adjusting mid-session is normal and welcomed.
We’d much rather fix it on the day than read about it later.
13. Refusal of Service
We may decline or end a booking under our Client Conduct Policy. Where a session is ended for conduct reasons, the full session price remains payable.