Booking and confirmation
- A booking is confirmed once a deposit is paid; the appointment is a mutual commitment between the salon and the client.
- Without prepayment, the client cannot claim a reserved slot or compensation; it depends on availability as customer service sees fit.
- Punctuality: if you are more than 5 minutes late, management may adjust or reschedule the appointment according to availability.
- Our commitment: if the salon is more than 15 minutes late starting your service, you receive free services worth 10% of the invoice. If the delay exceeds one hour, you may choose 30% in additional services, or cancel the invoice with a 20% credit.
Cancellation and changes requested by the client
- A paid invoice cannot be cancelled, but services can be changed or added, subject to availability and customer service approval with enough notice.
- Rescheduling: an appointment can be moved once only, requested at least 24 hours ahead, and the new date must be within 15 days of the invoice date.
- Rescheduling or cancelling is not possible in peak seasons if it harms the salon, for example by losing bookings for other clients.
- Offers and discounts: invoices that include offers or discounts cannot be cancelled; they can be exchanged for services of equal value used within 3 days of the invoice date.
- Products: per Ministry of Commerce guidance, beauty products, perfumes and accessories cannot be returned or exchanged once they leave the salon.
- Free services and touch-ups: the client follows the period set by the specialist, and cannot ask to change, cancel or receive cash for them.
Changes requested by the salon
- Rescheduling: accepted directly, with 30% of the invoice value given as additional services valid for 3 months.
- Cancellation: a full refund, plus a 20% credit valid for 3 months.
Refunds
- The deposit is non-refundable if the salon is harmed, such as a lost slot in peak times.
- Refunds for client cancellations are less bank fees (for example 0.8% for mada and 2.5% for credit cards) and any other administrative fees.
- Timing: card refunds take 7 to 15 working days; cash refunds are immediate.
- Refunds go only to the same card and the same client.
- A second cancellation by the same client, or a cancellation after rescheduling, incurs a 15% administrative fee.
Compensation for harm
- Because beauty products can contain allergens, clients must disclose health conditions or allergies before the service; the salon is not liable if they are not disclosed.
- The salon is not responsible for issues caused by misuse or the client’s actions after the service.
- If an error results from staff work or tools, compensation is set by management according to the proven harm.
- Claims: any harm or error must be shown within 12 hours of the service.
- Leaving the salon without objection counts as accepting the result; later claims need clear proof of harm.
- Clients follow the specialist’s instructions (such as colour-safe shampoo); effects from outside products are not the salon’s responsibility.
Salon management may update these policies at any time; changes apply once published on this site.