Refunds and Cancellation Policy

Nooora offers refunds under specific circumstances, at Nooora's sole discretion. Clients can cancel or reschedule the services according to the terms mentioned below. Refunds are typically issued when the service provided was fundamentally faulty or grossly failed to meet the client's expectations at the sole discretion of Nooora.

1. Non-refundable Services or Products

   Certain services or products are strictly non-refundable. The details of non-refundable services or products time of purchase or booking. Clients acknowledge and accept that these terms are non-negotiable.

2. Refund Eligibility

   Refund eligibility may be determined based on the following criteria:

   • The nature of the complaint and whether it is covered under our satisfaction guarantee.
   • The time elapsed since the service was provided.
   • The client's history of complaints and refunds.
3. Exception

   In the case of a hospital emergency or a similarly serious situation, Nooora may accept a free cancellation or offer a refund at its sole discretion.

1. Request Submission: To request a refund, clients need to provide specific information, including the mode of payment used, details of the service or product, and the reason for the refund request. Refunds are processed back to the original payment method, whether a credit card or bank account. For cash payments, refunds will be issued via bank transfer. The processing time for refunds is typically 7 working days after the refund is confirmed.
2. Refund requests must be submitted in email to info@nooora.ae or customer care support to ensure proper documentation and processing.
3. Clients may need to provide additional documentation or evidence to support their refund request, such as photographs of the service provided, receipts, or correspondence with Nooora’s staff.

1. Faulty Service

   If the service provided was faulty enough to warrant an approval for a refund, there are no deductions. Subject to Nooora's discretion, a partial refund of 50% of the service value may be issued if the matter is not fully convincing to Nooora’s satisfaction if the matter for an approval for a refund.

2. Cancellation Charges

   Refunds for services cancelled under non-faulty circumstances will incur standard cancellation charges as outlined in Section 7.

3. Your Bank may debit its own separate charges from refunds made to your credit card or bank account.

1. Mode of Refund

   Refunds are issued based on the original mode of payment:

   • Credit card payments will be refunded back to the credit card.
   • Cash payments will be refunded via bank transfer or cash deposit.
2. The processing time for refunds is typically 7 working days after the refund is confirmed, Clients will be notified via email or SMS once their refund has been processed.

Partial refunds may be issued under certain conditions as outlined in Section 4.1. This may include instances where only part of the service was unsatisfactory or when the client's request is not fully convincing but warrants some compensation. Partial refunds will be calculated based on the proportion of the service that was unsatisfactory and any applicable cancellation charges.

1. Clients are required to notify Nooora of any cancellations or rescheduling requests within a reasonable notice period, subject to the mentioned slabs. Cancellations will only be accepted in writing via WhatsApp, or call.
2. Cancellation Charges: will be calculated on the basis of the time we receive your written cancellation request.Cancellation charges (calculated on the total package amount/individual service cost) will be applicable as follows:
   • Cancellations up to 4 hours before the booking: No charge.
   • Cancellations at the door: AED 100 fee.
   • No-shows: Charged at full booking value.
3. Rescheduling: Postpone/Prepone of your service as rescheduling will be treated as a cancellation of the previous service and booking of a new service , After technician/therapist has arrived at your doorstep and the new and is subject to availability.

In the case of a hospital emergency or a similarly serious situation, Nooora may accept a free cancellation. Other exceptions may be considered on a case-by-case basis, such as natural disasters, severe weather conditions, or other uncontrollable events.

The company does not accept amendment requests to the reservation

A 100% fee is charged in case of no show ,you are not available at the venue at the said date and time or you don’t start your package without cancelling it.

Your advance deposit after deducting cancellation charges will be refundable to you.

Accepted Payment Methods: Payment for your appointment can be made in the following ways:

• Cash immediately after the service.
• Credit Card in advance (Visa, Amex or Mastercard only)
• Apple Pay and Samsung Pay

Please inform us in advance so we can bring a credit card machine. (Subject to availability)

All the refunds shall be done by the company directly to you. Any employee, Director, officer, or Manager is not responsible for ensuring any refunds whatsoever.

Your bank may debit its own separate charges from refunds made to your credit card or bank account.

All refund and cancellation policies are subject to change at Nooora's discretion and will be communicated to clients as necessary.

Clients are responsible for providing accurate and timely information when requesting refunds or cancellations. Failure to do so may result in delays or denial of the request.

Nooora strives to ensure client satisfaction with all services provided. Clients are encouraged to communicate any issues or concerns immediately to allow for prompt resolution.

Nooora Beauty Concierge is a trademark registered brand operating under the legal identity of Shams Beauty Saloon and here are the official channel of communication:

For call: +971555007326 | Email: info@nooora.ae