Policy status
This draft describes the intended process but does not set enforceable deadlines or charges. The booking lead time, cancellation window, late-cancellation fee, no-show treatment, and refund timing remain to be approved.
Legal document draft
Cancellation and refund policy
Working rules for booking changes, therapist reassignment, cancellation, and refunds.
Client changes and cancellations
Clients are expected to request a change or cancellation through their account or the published support channel. The final policy must state how much notice is required, whether rescheduling is available, and what fee or credit applies at each notice threshold.
Late arrival and access
The final policy must address delays caused by inaccurate addresses, building access, parking, client lateness, or inability to enter the location. Any impact on session length or eligibility for a refund is not yet approved.
Therapist changes
If a therapist becomes unavailable, Therapy by Dee intends to hold the appointment while seeking a qualified replacement. If no replacement accepts within the approved window, the client should receive a cancellation notice, an automatic refund, and any approved goodwill credit.
Refund method
The business must decide whether eligible refunds return to the original payment method, become account credit, or allow a client choice. Processing times, payment-gateway fees, and handling for Tabby or Tamara instalment plans require confirmation with payment providers and legal review.
Packages, memberships, and vouchers
Rules for restoring a cancelled package session, refunding unused package balances, membership bookings, expiry dates, and gift-voucher redemptions have not been set. These terms must be added before those products are sold.
Medical and safety exceptions
The final policy should explain how illness, contraindications, missing medical clearance, emergencies, unsafe premises, harassment, or a therapist ending a session affect charges and refunds. Decisions must support client and therapist safety and comply with applicable UAE law.