الشروط والأحكام
Terms & Conditions
Roze Spa
Roze Spa specializes in providing women-only home beauty and spa services in Madinah, including massage, Moroccan bath, manicure and pedicure, personal care, hair and skin care.
Completing a booking, payment, or service request constitutes the client's agreement and acknowledgment of all the following terms and conditions:
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I. Booking & Appointments
1. The client may request a specific specialist, subject to availability and provided she is not already booked for another appointment.
2. Roze Spa will make every effort to provide the requested specialist for the booking. If this is not possible for any operational reason, Roze Spa reserves the right to provide an alternative specialist of the same service standard and competence. The booking is for the service itself, not for a specific specialist.
3. Roze Spa is committed to delivering the service at the scheduled time, allowing for a variance of up to 30 minutes earlier or later depending on traffic and travel conditions.
4. Service time begins once the specialist is received and starts performing the service at the location specified in the booking.
5. The client is responsible for receiving the specialist at the time and location specified during booking.
6. If the client wishes to change the visit location, Roze Spa must be notified at least 24 hours before the appointment through the official approved channels.
7. The visit is considered fulfilled if the team arrives at the specified location and the service cannot be delivered due to the client, or if there is no response within more than 15 minutes of arrival.
8. If Roze Spa is unable to perform the service for any operational reason, the client is entitled to:
- Reschedule the appointment based on mutual availability, or
- Receive a full refund of the amount paid.
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II. Cancellation, Rescheduling & Modification
9. The client may cancel the booking at least 12 hours before the appointment time.
10. If cancelled less than 12 hours before the appointment, 50% of the booking value will be deducted as an operational and administrative fee.
11. The appointment may be rescheduled or modified at least 4 hours before the appointment time.
12. If rescheduling is requested less than 4 hours before the appointment, 50% of the booking value will be charged as an operational and administrative fee.
13. The appointment or service may be modified via the website or customer service, subject to availability.
14. The type of service cannot be changed, nor can additional services be added, after the team has arrived at the location, except based on time availability and the specialist's capability.
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III. Payment & Refunds
15. Payment for the service is made through the methods approved by Roze Spa, including:
- Apple Pay
- mada
- Bank cards
- Bank transfer
- Or any other approved electronic payment method
16. The client is required to pay the full booking value according to the prices confirmed at the time the order is confirmed.
17. Roze Spa reserves the right to adjust prices or add statutory fees imposed by official authorities, such as taxes or other government fees, when applicable.
18. Due refunds are processed within up to 7 business days, depending on the payment method and the client's bank policy.
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IV. Home Service Terms
19. The service is provided to women only, and a woman must be present at the home when the specialist arrives and throughout the duration of the service.
20. If the designated woman is not present when the specialist arrives, the visit is considered fulfilled, and no compensation or refund may be claimed.
21. The client must provide a suitable and safe environment for the service, including:
- Adequate working space
- Proper lighting and ventilation
- Access to an electricity or water source when required by the service
22. Children and pets must be kept away from the work area while the service is being performed, to ensure safety and service quality.
23. The client is responsible for disclosing in advance any health condition, allergy, pregnancy, injury, or medical circumstance that may affect the service, before the session begins.
24. Results of beauty and care services vary from person to person depending on skin type, hair type, and individual condition; Roze Spa does not guarantee specific results for all clients.
25. The specialist will perform only the services included in the confirmed booking. No additional service outside the booking will be provided except subject to availability and Roze Spa's approval.
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V. Conduct & Responsibility
26. The client must treat all Roze Spa staff and specialists with respect and proper conduct, in accordance with the regulations and general etiquette applicable in the Kingdom of Saudi Arabia.
27. Any inappropriate behavior, verbal abuse, harassment, or assault directed at the specialist is strictly prohibited. Roze Spa reserves the right to terminate the service immediately without a refund and to take the necessary legal action.
28. The client may not relocate the specialist to another location, use her on behalf of a third party, or involve any person inconsistent with the nature of the service provided.
29. Photographing, filming, or publishing any content featuring the specialists without their explicit consent is prohibited.
30. Roze Spa reserves the right to refuse or discontinue the service if a suitable and safe environment for providing it is not available.
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VI. Belongings & Emergencies
31. The client is responsible for safeguarding her personal belongings and valuables. Roze Spa is not liable for the loss or damage of any items not kept securely.
32. In the event of any emergency, accident, assault, or health issue during the visit, Roze Spa must be notified immediately through official communication channels, and the matter will be handled in accordance with the regulations applicable in the Kingdom of Saudi Arabia.
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VII. Force Majeure
33. Roze Spa is not liable for any delay or cancellation resulting from circumstances beyond its control, such as:
- Weather conditions
- Accidents
- Sudden breakdowns
- Road closures
- Or any other emergency operational circumstances outside its control
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VIII. Gift Card Policy
34. The gift recipient is entitled to choose the date and time most suitable for redeeming the gift, in accordance with the appointments available with Roze Spa at the time of booking.
35. The gift card is valid for two months (60 days) from the date it is sent to the recipient, and it cannot be used after the validity period has expired.
36. All gift bookings are subject to Roze Spa's approved appointment, cancellation, and rescheduling policy.
37. If the gift service cannot be provided due to the purchasing client or the recipient, due to no response, expiration of the gift card's validity, or a cancellation/rescheduling request that violates these terms and conditions, 50% of the service value will be charged as an operational and administrative fee.
38. The gift card cannot be exchanged for cash or redeemed for its monetary value after issuance.
39. Roze Spa reserves the right to accept or decline any extension of the gift card's validity, at its own discretion and based on operational circumstances.
IX. Postnatal Massage Terms
40. The client must disclose the type of delivery and its correct date when booking a postnatal massage service.
41. Postnatal massage services following a natural delivery are not provided before 30 days from the date of delivery.
42. Postnatal massage services following a cesarean delivery are not provided before 6 months from the date of delivery.
43. If the client fails to disclose the correct type or date of delivery, or if the booking is made directly through the website in violation of the terms stated above, Roze Spa reserves the right to refuse or discontinue the service in order to protect the client's safety.
44. If the specialist arrives at the location and it becomes apparent that the booking violates the postnatal massage terms, or that the client did not correctly disclose the required information, the visit will be considered fulfilled, and no claim for compensation, refund, or rescheduling of the service may be made.
X. Equipment Transport & Setup
45. Some services may require transporting a massage bed, devices, or service-specific equipment to the location where the service will be performed inside the home.
46. If the specialist is unable to transport the equipment on her own, the client must commit to one of the following options:
- Allow the Roze Spa driver to enter and assist in carrying the equipment.
- Provide a person to assist in carrying the equipment, such as household staff or a family member.
- Have the service performed on the ground floor or at a suitable, easily accessible location.
47. If none of the above options are provided, and transporting the equipment or preparing a safe service location is not possible, the visit will be considered fulfilled, and no claim for compensation, refund, or rescheduling of the service may be made.
XI. Re-Service Booking Policy
48. If a re-service appointment is booked for the client, whether under a quality policy, as compensation, or for any other reason approved by Roze Spa, the re-service appointment is considered an exceptional appointment.
49. The client may not cancel or reschedule a re-service appointment after it has been confirmed.
50. If the client fails to attend, does not receive the specialist, or the re-service cannot be provided for any reason attributable to the client, the re-service will be considered fulfilled, and no claim for rescheduling, compensation, or refund of any amount may be made.
Contact Information
Roze Spa
Madinah – Kingdom of Saudi Arabia
Phone:
00966570711019
Email:
Roze.spa1@gmail.com