Booking, Cancellation & Refund Policy
Effective date: 19 October 2026. Applies to bookings with Home Massage Sharjah for services in Sharjah, United Arab Emirates.
These terms set clear expectations for every appointment, for you and for your therapist. They apply together with the price and details dispatch confirms when you book.
1. Cancelling or Rescheduling
Free up to two hours before
You can cancel or reschedule free of charge by messaging central dispatch at least two hours before your appointment starts. The earlier you tell us, the easier it is to rearrange your therapist’s schedule.
Late cancellations
Cancelling less than two hours before your appointment may carry a fee of AED 150. It covers travel and scheduling costs already incurred. The fee is applied fairly and within the law. It does not apply where another section of this policy waives it, such as a therapist declining a session for a safety reason or a different therapist arriving without your agreement.
2. No-Shows
A booking counts as a no-show if your therapist reaches the confirmed location but cannot get in, or cannot reach you for 15 minutes after the scheduled arrival time despite reasonable attempts.
Please keep your phone reachable and arrange building access in advance. After a no-show, you may be responsible for reasonable costs caused by the missed appointment, under your booking terms and the law. After repeated no-shows or an unresolved payment dispute, future bookings may need payment in advance or extra verification. Any such requirement is explained and agreed before your booking is confirmed.
3. Payment
When you pay
You pay for your massage when your therapist arrives, before the session begins. No deposit is needed for the massage itself. Dispatch confirms your price and session length before your booking is final.
How you can pay
- Cash, in UAE dirhams or any foreign currency
- All major credit and debit cards, including Visa and Mastercard
- Apple Pay and Google Pay
- Bank transfer, where agreed in advance
Card and digital payments depend on the payment terminal or service working at the time.
No hidden charges, tips optional
The price confirmed at booking is the price you pay; no undisclosed charges are added. Tips are entirely optional, and you will never be asked or pressured for one.
4. Travel and Your Location
Travel is included
Your therapist’s travel is included in every price, anywhere in the Emirate of Sharjah and at any hour. No travel charge is added unless you have been told about it and agreed to it first.
Travel advance for special cases
To protect therapists from fake bookings, dispatch may ask for a travel advance of AED 150 before sending a therapist, in specific cases only:
- the confirmed address has been changed repeatedly;
- essential location details have not been provided;
- the booking needs a special taxi arrangement that cannot be verified any other way.
The advance is deducted from your final price, so you pay no more in total. Dispatch explains the reason and amount before you pay. If a requested advance is not paid, the booking may be declined before any therapist is sent.
Accurate location details
Please send an accurate map pin, the building name, and your flat, villa or hotel room number, so your therapist reaches you safely and on time. Tell dispatch about any change of location as early as possible.
5. Your Confirmed Therapist
The therapist confirmed to you at booking is the therapist who arrives. Any change is proposed to you in advance and goes ahead only if you accept it.
If a different therapist arrives without your prior agreement, you may decline the session and cancel without any fee. Any payment already taken for the massage is refunded.
6. Being Ready on Time
Therapists work to a schedule so that other clients are not kept waiting. If you are not ready when your therapist arrives at the agreed time, the waiting time may be taken from your session. The full agreed price still applies in that case.
If your therapist is late, contact dispatch straight away. We will put it right fairly, for example by extending your session or adjusting the price, depending on the circumstances.
7. Extending Your Session
You can ask your therapist to extend your session, for example from 60 to 90 minutes. An extension depends on the therapist’s next appointment. Your therapist confirms whether it is possible and states the extra price before continuing. If you agree, it is added to your final payment.
8. Service Guarantee and Refunds
The first 15 minutes
If the pressure or technique is not right, tell your therapist straight away so they can adjust it. If it still is not right and you end the session within the first 15 minutes for that reason, you pay no massage fee.
This does not limit your right to raise safety concerns, misconduct or any other service problem at any time.
Completed sessions
Once your session has been delivered as agreed, the fee is normally non-refundable. This does not remove any refund the law gives you, or a remedy where the service was materially not delivered as agreed. Please raise any concern with dispatch promptly so management can review it.
9. Professional Conduct
Home Massage Sharjah provides professional massage and wellness services only.
Your therapist may refuse to start, or stop at once, a session if a client behaves inappropriately: abusive or sexually suggestive language, unwanted advances, intoxication, or anything else that makes the setting unsafe. In that case, the client remains liable for the service and travel costs already incurred, subject to the law and the circumstances. Serious or repeated misconduct may lead to a ban on future bookings.
10. Your Responsibilities
To help us deliver a safe, discreet and punctual service, please:
- give accurate booking and location details;
- tell us about relevant health conditions before the session;
- make sure your therapist can access the location;
- be ready at the agreed time;
- treat your therapist with respect and keep the setting safe;
- confirm the price, session length and any travel advance before dispatch;
- pay the agreed amount as set out above.
11. Agreed Arrangements and Updates
If dispatch agrees a specific arrangement with you that differs from this policy, that arrangement applies, as far as the law allows. We may update this policy when our operations or the law change; material changes are announced through our official channels and the effective date above is updated.
For questions, cancellations or booking help, contact central dispatch through our Contact page. How we handle your personal and health data is explained in our Privacy Policy.