Refund and cancellation policy for bookings made through ZaynApp.

Scope and non-waivable consumer rights

This policy applies to bookings made through ZaynApp. It explains general refund handling for cancellations, provider unavailability, no-shows, and service disputes. It should be read together with the booking details shown at checkout and ZaynApp's Terms of Service.

Nothing on this page removes or limits any consumer protection right that cannot lawfully be excluded under applicable UAE law, including Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulation, Federal Decree-Law No. 14 of 2023 on Trading by Modern Technological Means, and applicable Dubai Department of Economy and Tourism (DET) rules.

Card payments are processed through Ziina directly to the salon merchant account where required by the payment-provider flow. ZaynApp then collects its applicable platform commission or service charge from the salon's Ziina wallet after successful payment confirmation. ZaynApp acts as a booking portal and marketplace, and is not the direct seller of the underlying beauty service.

Prices are shown and settled in UAE Dirham (AED). A transaction record is available in the app for every confirmed booking and refund.

Client cancellations, reschedules, and no-shows

• Full refund window: clients may cancel for a full refund when cancellation is made at least 4 hours before the scheduled appointment time.
• Late cancellation: client cancellations made less than 4 hours before the scheduled appointment time are not refundable, and the full booking amount may be retained.
• Rescheduling: reschedules remain subject to salon availability and the booking flow shown in the app. A reschedule request does not extend the cancellation refund window unless ZaynApp confirms otherwise in writing.
• No-show or inaccessible location: if the client is unavailable, does not show up, or the service cannot reasonably start within 15 minutes because the location is inaccessible, the booking may be treated as a no-show and the full booking amount may be retained.

Provider cancellations, lateness, and material changes

• If a salon or professional cancels a confirmed booking, the client is generally eligible for a full refund of the affected booking charge.
• If a provider cannot arrive, is materially late, or cannot perform the booked service as confirmed, ZaynApp may offer a replacement provider, a reschedule, a partial refund, or a full refund depending on what best restores the original booking expectation.
• If a provider requests a material change to price, scope, location, or service duration after booking confirmation, the client may decline the change and request cancellation review.

Service quality disputes and evidence review

• Clients should report service-quality concerns through the app or by email within 24 hours of the appointment end time where possible.
• ZaynApp may request photos, chat history, time records, or other evidence reasonably needed to review the complaint fairly.
• Depending on the facts, the outcome may include no refund, a partial refund, a full refund, or another remedy such as a no-charge rebooking.
• Completed services are not automatically refundable, but a completed service can still be reviewed where the service materially differed from the confirmed booking, was not lawfully performable, or another mandatory consumer-rights rule applies.

Refund timing, payment method, and complaint escalation

• Card refunds are issued to the original Ziina-processed payment method. Once the refund is authorised by ZaynApp, Ziina normally completes the return within minutes on our side; bank or card issuer posting commonly adds 5 to 10 business days before the amount reappears on your statement.
• Partial refunds (for example after an agreed partial-service outcome) use the same channel and timing as full refunds and are clearly labelled in the booking record.
• Where ZaynApp has to hold funds while a dispute is reviewed, we aim to reach a first decision within 7 business days of receiving the complaint and supporting evidence.
• If you disagree with the decision, contact support@zaynapp.com with the booking reference and supporting information so we can escalate the review.
• Consumers may also use the Dubai DET complaint route for eligible Dubai business complaints through Dubai Consumer Rights or call DET on +971 600 54 5555.

Marketplace note

ZaynApp operates as a booking portal and marketplace. Refund decisions can depend on booking records, provider evidence, communications, timing, and any mandatory rights that apply to the specific booking. Independent providers remain responsible for their own service delivery and compliance obligations, and the underlying service contract remains between the client and the selected salon or professional. Salons remain responsible for cancellations, chargebacks, refund liabilities, commission reversals, and any amount owed back to ZaynApp; ZaynApp may offset, recover, or restrict accounts where those balances remain unresolved.

إشعار الاسترداد والإلغاء للمستهلك

تعمل منصة زين أب للتعامل الإلكتروني (رخصة تاجر مهنية رقم 1618454، السجل التجاري 2847459، دبي، الإمارات العربية المتحدة) كبوابة حجز إلكتروني ووسيط محدود لتحصيل المدفوعات نيابة عن الصالونات والمتخصصين المستقلين.

• يحق للعميل استرداد المبلغ كاملًا إذا تم إلغاء الحجز قبل موعد الخدمة بما لا يقل عن 4 ساعات.
• إذا ألغى العميل الحجز قبل أقل من 4 ساعات من الموعد، أو بعد بدء الموعد، أو في حالة عدم الحضور، فلن يكون الحجز قابلًا للاسترداد وقد يتم الاحتفاظ بكامل مبلغ الحجز.
• إذا ألغى مقدم الخدمة الحجز المؤكد أو تعذر تنفيذ الخدمة حسب المتفق عليه، يحق للعميل الحصول على استرداد كامل أو إعادة جدولة أو مزود بديل.
• يُرد المبلغ إلى نفس وسيلة الدفع المستخدمة عبر Ziina. قد تستغرق البنوك من 5 إلى 10 أيام عمل لإظهار المبلغ على الكشف.
• لتقديم شكوى، يرجى التواصل مع support@zaynapp.com أو الاتصال بدائرة الاقتصاد والسياحة في دبي على الرقم +971 600 54 5555.
• لا تحد هذه السياسة من أي حقوق مستهلك لا يجوز التنازل عنها بموجب القانون الاتحادي رقم (15) لسنة 2020 بشأن حماية المستهلك وأي تشريعات إماراتية سارية أخرى.