Last updated: May 20, 2026
At Primelife Home Spa, we have built a transparent cancellation system that protects both clients and therapists. This Cancellation Policy applies to all home massage Dubai bookings made through our website.
1. The 2-Hour Cancellation Window
Every booking comes with a 2-hour cancellation window starting from the moment you confirm your session.
Example:
If you book a massage at home Dubai session at 2:00 PM for a 6:00 PM appointment, you have until 4:00 PM to cancel for a full refund.
How to Cancel
- Log into your account on our website
- Open your active booking
- Click the “Cancel Booking” button
- Confirm cancellation — refund is processed automatically
The entire process takes less than 60 seconds.
2. Cancellations Within 2-Hour Window
If you cancel within the 2-hour window:
- ✅ Full refund issued to your original payment method
- ✅ No cancellation fees
- ✅ No questions asked
- ✅ You can rebook anytime through the same system
3. Cancellations After 2-Hour Window
If you cancel after the 2-hour window:
- ❌ No refund issued
- ❌ Session marked as cancelled but charged in full
Why No Refund After 2 Hours
Once the 2-hour window closes:
- Our team has assigned a specific therapist to your booking
- The therapist has prepared all required equipment (massage table, oils, linen, mat for Thai sessions)
- The time slot has been blocked from other clients who could have booked it
- The therapist has scheduled their travel and other appointments around your session
Late cancellations cost us therapist time, equipment preparation, and lost income from clients who were turned away from that slot.
4. Rescheduling Instead of Cancelling
If your timing changes, we strongly recommend rescheduling instead of cancelling — no fees apply.
Reschedule Rules
- Reschedule allowed up to 2 hours before scheduled session time
- New time slot must be selected at the time of rescheduling
- Only one free reschedule per booking is allowed
- Additional reschedules may attract a 25% reschedule fee
- Reschedules within 2 hours of session time are treated as late cancellations (no refund, no reschedule)
To reschedule, log into your booking and click “Reschedule” instead of cancel.
5. No-Show Policy
If you fail to be available at your booking address during the scheduled session time, and you have not cancelled in advance:
- ❌ No refund issued
- ❌ Therapist time charged in full
- ❌ Repeated no-shows may result in account suspension
The therapist will wait at your address for 15 minutes after the scheduled session time. After that, the session is marked as a no-show and the booking is closed.
6. Cancellation by Primelife
In rare cases, Primelife may need to cancel your booking due to:
- Therapist illness or emergency
- Equipment failure or unavailability
- Force majeure (severe weather, civil emergencies, government restrictions)
- Access issues with your building, hotel, or compound
In these cases:
- ✅ Full refund issued immediately
- ✅ Priority rebooking offered at your preferred new time
- ✅ Optional service credit added to your account as a goodwill gesture
7. Subscription Plan Cancellations
For clients on our Basic, Wellness, or Premium plans:
Pausing a Subscription
- You can pause your subscription anytime through your account
- Paused subscriptions can resume within 60 days without losing unused sessions
Cancelling a Subscription
- Cancel anytime — no lock-in period
- Unused sessions within the active month remain available for 60 days
- No refund for sessions already consumed in the current billing cycle
8. Cancellation for Couple Massage Bookings
Couple massage bookings involve two therapists arriving together. Cancellation rules are stricter:
- 2-hour cancellation window still applies
- Late cancellations charged in full (covering both therapists)
- Rescheduling is allowed under the same one-free-reschedule rule
9. Refund Timeline After Cancellation
Once your cancellation is approved within the 2-hour window:
- Refund initiated immediately from our side
- Reflects in your account based on bank processing time:
- Bank cards: 5 to 10 business days
- Digital wallets: 3 to 7 business days
- UAE bank transfer: 2 to 5 business days
10. Disputes & Special Cases
If you believe your cancellation case should be treated differently due to a genuine emergency (hospitalization, family emergency, flight cancellation), email us at hi@primelifehomespa.com with proof. Our support team reviews each case individually and may issue partial credits or full refunds based on circumstances.
Contact Us
For cancellation-related queries:
Email: hi@primelifehomespa.com Phone: +971 56 857 1105 Office: Al Barsha, Dubai, UAE Website: Home Massage Dubai by Primelife