Aurax Massage Dubai: CANCELLATION & DISPATCH PROTOCOL
Our recovery specialists travel with professional-grade mobility tables and equipment, operating on optimised schedules across Dubai. Because of the physical logistics involved in each deployment, our cancellation policy is directly tied to the status of your assigned therapist.
FREE CANCELLATION WINDOW (PRE-DEPARTURE)
You may cancel, reschedule, or modify your booking completely free of charge at any time before your assigned therapist has departed for your location. Our dispatch team will notify you via WhatsApp approximately 10 minutes before the therapist departs. This notification is your final opportunity to cancel at no charge.
ACTIVE TRANSIT RULE (POST-DEPARTURE)
Once you have received the departure notification and your therapist is confirmed en route, the booking is locked. Cancellations made after departure will incur the full 100% session fee. This policy ensures our specialists are fairly compensated for their travel time, fuel, and reserved schedule.
ARRIVAL & WAIT POLICY
If our specialist arrives at the confirmed location and the client is unreachable or refuses entry for more than 15 minutes, the session is recorded as a failed deployment. The full session fee applies. Future bookings from the same contact will require 100% advance payment.
THERAPIST LATE ARRIVAL GUARANTEE
We are committed to punctual service. If your assigned therapist has not arrived within 20 minutes of the confirmed appointment time — and no prior delay notification was sent — you are entitled to a 10% discount on your session fee as a goodwill gesture. This will be applied directly at payment.
SESSION SATISFACTION TRIAL
We want you to be completely satisfied. Within the first 15 minutes of your session, if you feel the technique, pressure, or approach does not meet your expectations, please communicate this to your therapist immediately. They will adjust accordingly. If the issue cannot be resolved, you may end the session, and our team will discuss a fair resolution with you directly.
