Cancellation Policy

Enquiries and confirmed appointments

A message, contact form submission or unanswered booking request is an enquiry and does not automatically create a confirmed appointment.

An appointment should be treated as confirmed only after the essential booking details have been accepted through direct communication.

These details may include:

• The guest’s name and contact details.
• The appointment date and starting time.
• The selected treatment or spa experience.
• The treatment duration.
• The number of guests attending.
• The confirmed price.
• Any payment, cancellation or rescheduling condition applying specifically to the booking.

How to request a cancellation

To cancel a confirmed appointment, contact Les Bains de Dubai through the same communication channel used for the booking or through the official contact details shown on this page.

A cancellation request should include:

• The name used for the booking.
• The telephone number or email used for the booking.
• The confirmed appointment date and time.
• The treatment or package booked.
• A clear request to cancel the appointment.

When to submit a cancellation

Guests should contact Les Bains de Dubai as soon as reasonably possible after deciding that they cannot attend.

Earlier notice gives the team more opportunity to review the booking, offer another available appointment and release the reserved treatment time.

This page does not establish a fixed universal number of hours or days for cancellation.

Where a specific cancellation deadline applies to a particular appointment, package or advance payment, that deadline must be communicated as part of the booking conditions before acceptance or payment.

Rescheduling an appointment

A guest who cannot attend may ask whether the appointment can be moved to another available date or time.

A rescheduling request is subject to availability and is not completed until the replacement appointment has been directly confirmed.

The availability of the original treatment, duration, room or preferred time cannot be guaranteed for the replacement date.

Where the price or content of the requested service has changed, the current details should be communicated before the replacement appointment is accepted.

Booking-specific cancellation conditions

Certain appointments may require arrangements that differ from an ordinary individual booking, such as reserving additional time, multiple therapists or private treatment space.

If a special cancellation, change or payment condition applies, the guest should receive that information before agreeing to the booking or completing the related payment.

The communicated information should clearly identify:

• The booking to which the condition applies.
• The amount of any requested advance payment.
• The applicable cancellation or change condition.
• Whether any amount may be retained.
• The circumstances in which a refund may be available.

Advance payments and deposits

This policy does not state that every booking requires an advance payment or deposit.

Where an advance payment is requested for a specific booking, the guest should be informed of:

• The amount requested.
• The service to which the payment relates.
• The accepted payment method.
• The applicable cancellation conditions.
• The applicable refund conditions.

Guests should retain booking confirmations, receipts and relevant written communications until the appointment and any associated payment matter have been completed.

Banking passwords, complete payment-card details and other confidential financial credentials should not be sent through an ordinary contact form or standard email.

Refund requests

Refund eligibility depends on the circumstances, the service involved, the booking-specific conditions communicated before payment and any rights required by applicable law.

A guest requesting a refund should provide sufficient information to identify the booking and payment, including a receipt or other proof of payment where available.

A refund request may be reviewed by considering:

• Whether the appointment was confirmed.
• Whether an advance payment was made.
• What cancellation conditions were disclosed before the payment.
• When the cancellation request was received.
• Whether any part of the service was provided.
• Whether Les Bains de Dubai cancelled the appointment.
• Any mandatory consumer right applying to the circumstances.

This page does not promise a fixed refund percentage or fixed processing period.

Where a refund is approved, the applicable amount and method should be communicated to the guest. The time taken for funds to appear may also depend on the payment provider or financial institution involved.

Missed appointments and no-shows

A confirmed appointment may be treated as missed when the guest does not attend and does not contact the spa to cancel or change the booking.

This policy does not impose a general no-show charge.

Any charge, deposit treatment or refund restriction connected with a missed appointment must have been disclosed as part of the applicable booking conditions before the guest accepted it or completed the related payment.

A guest who missed an appointment because of an unexpected event should contact the spa and provide the relevant booking details so that the circumstances can be reviewed.

Late arrivals

Guests who expect to arrive after their confirmed starting time should contact the spa as soon as possible.

Available options may depend on the length of the delay, the selected treatment and the appointments scheduled afterwards.

The team may discuss whether the treatment can still proceed, whether the available treatment time needs to be adjusted or whether another appointment is available.

Extending the appointment beyond its scheduled ending time cannot be guaranteed where doing so would affect another booking or the spa’s operating schedule.

Couples and multi-guest bookings

A couples or multi-guest booking may involve reserving additional treatment space, appointment time or staff.

A guest requesting to cancel only part of a multi-guest booking should clearly identify who will no longer attend and whether the remaining guests still wish to keep the appointment.

Any special cancellation or payment condition applying to such a booking should be disclosed before confirmation or payment.

Changes remain subject to the availability of the selected treatments, rooms and appointment times.

Changes or cancellations by Les Bains de Dubai

Les Bains de Dubai may occasionally need to change or cancel an appointment because of an operational, technical, staffing, safety or unexpected issue.

Where reasonably possible, the guest should be contacted using the details provided for the booking.

Depending on the circumstances, the available options may include:

• Moving the appointment to another available time.
• Moving the appointment to another available date.
• Offering an appropriate alternative treatment.
• Reviewing any payment received for a service that cannot be provided.

Any payment relating to a service that Les Bains de Dubai cannot provide should be handled in accordance with the agreed booking conditions and applicable consumer law.

Emergencies and exceptional circumstances

Guests are encouraged to contact the spa when an emergency, illness, travel disruption or another exceptional event prevents attendance.

The circumstances may be reviewed individually, taking into account the information available, any payment already made, the booking conditions communicated beforehand and applicable law.

A guest should not attend a wellness appointment when doing so could create a health or safety concern for the guest, staff or other visitors.

Consumer rights and complaints

Nothing in this Cancellation Policy excludes or limits a mandatory consumer right or legal remedy that cannot lawfully be excluded or limited.

A guest with a cancellation, payment or refund concern should first contact Les Bains de Dubai and provide:

• The name used for the booking.
• The appointment date and service.
• A copy of the confirmation.
• Proof of payment where relevant.
• A clear explanation of the requested resolution.

Consumers may also use the official Dubai consumer complaint channel when a matter cannot be resolved directly.

Related policies

This Cancellation Policy should be read together with the other website policies applying to bookings, personal information and website use.

Changes to this policy

This Cancellation Policy may be updated when the booking process, services, payment arrangements or applicable requirements change.

The latest version will be published on this page with its revision date.

Conditions already disclosed and accepted for a specific booking should be reviewed together with the version and communications applicable when that booking was confirmed.