Refund and cancellation policy for bookings made through Zayn.

Scope and non-waivable consumer rights

This policy applies to bookings made through Zayn. 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 Zayn's Terms of Service.

No wording on this page removes or limits any consumer protection right that cannot lawfully be excluded under applicable UAE law.

Where Zayn collects payment, it does so only as an intermediary or limited collection agent for the salon or professional and not as the direct seller of the underlying beauty service.

Client cancellations, reschedules, and no-shows

• Free cancellation: clients may cancel without charge up to 4 hours before the scheduled appointment time, unless a longer free-cancellation window is clearly shown for that service before checkout.
• Late cancellation: cancellations inside the free-cancellation window may be charged a disclosed cancellation fee of up to 25% of the booking amount where that fee was shown before confirmation.
• Rescheduling: reschedules requested before the free-cancellation deadline are generally handled without charge, subject to provider availability.
• No-show or inaccessible location: if the client is unavailable or the service cannot reasonably start within 15 minutes because the location is inaccessible, the booking may be treated as a no-show and part or all of the booking amount may be retained if that outcome was disclosed before checkout.

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, Zayn 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.
• Zayn 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

• Where payment has only been authorised and not fully captured, Zayn or the payment provider may release the hold instead of issuing a separate refund entry.
• Payments may be processed through Ziina or another approved provider used by Zayn at the time of the booking.
• Approved refunds are normally returned to the original payment method. Bank processing commonly takes 5 to 10 business days, but the display time depends on the bank or card issuer.
• Where no dispute, refund hold, chargeback, or compliance stop applies, Zayn may initiate remittance of eligible salon payout amounts within 24 hours after fulfilment, subject to processor settlement and account verification timing.
• 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.

Marketplace note

Zayn 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.