Booking & Cancellation

• Bookings can be made through this website, by WhatsApp, by phone or in person at the salon.
• Every online booking receives a unique reference number in the format OUR-XXXX. Please keep it for any change or enquiry.
• A booking is a request until the salon confirms it. You will receive a confirmation with the date, time, services and specialist.
• Please make sure the mobile number and email you provide are correct so reminders and confirmations reach you.

• You may reschedule free of charge by giving at least 4 hours' notice before your appointment start time.
• Rescheduling requests can be made through your customer account, by WhatsApp or by calling the salon.
• Each appointment may be rescheduled up to two times. Beyond that, we may ask you to make a new booking based on availability.
• Rescheduling is always subject to availability of the selected specialist and time slot.

• Standard services: cancel at any time up to 4 hours before your appointment at no charge.
• Long or high-value services (keratin, smoothing, nanoplastia, balayage, colour correction and full nail sets): please give at least 24 hours' notice, as these reserve extended specialist time.
• Bridal and group bookings: please give at least 72 hours' notice.
• Late cancellations made within the notice period above may result in the loss of a prepaid session or a charge of up to 50% of the reserved service value where a deposit was taken.
• Where no deposit was taken, no automatic charge applies. Repeated late cancellations may require a deposit for future bookings.

• We hold your slot for 15 minutes from your appointment start time.
• Arrivals more than 15 minutes late may receive a shortened service so the following client is not delayed, charged at the full service price.
• Arrivals more than 30 minutes late may be treated as a no-show if the remaining time is not sufficient to deliver the service safely.

• A no-show is an appointment missed without any notice.
• A prepaid session, membership session or package session used for a no-show appointment is considered consumed.
• Where a deposit was taken, the deposit may be retained in full to compensate the reserved specialist time.
• After two no-shows, we may require full prepayment to secure future bookings.

• Deposits are only requested for bridal bookings, group bookings, long chemical services and clients with a previous no-show record.
• Deposits are applied against the final invoice for the service.
• Deposits are fully refundable when the appointment is cancelled within the notice period stated in Section 3.

In rare cases we may need to cancel or move an appointment due to specialist illness, equipment failure, power or water interruption, or circumstances beyond our control. We will contact you as early as possible and offer the earliest alternative slot or a full refund of any amount prepaid for that appointment, at your choice.

Appointments booked against a membership or package follow the same notice periods above. Sessions lost through a no-show or a late cancellation are not restored to your balance. Validity periods for memberships and packages are not extended because of missed appointments.

These terms are applied in line with UAE Federal Law No. 15 of 2020 on Consumer Protection and its Implementing Regulations. Nothing here limits your statutory rights as a consumer in the United Arab Emirates. For refund entitlements, see our Refund Policy.

Contact us with your booking reference by WhatsApp at +971556637441, by phone at +971556637441, or by email at booking@ournail.salon.