All versions
Booking and cancellation policy
Version of 18 October 2026 (third that day)Earlier: until 18 October 2026Draft
A draft awaiting a lawyer’s review before TILZA launches. TILZA hasn’t started yet: it takes no real salons and no money.
This is not the current version.Read the current version
What changed in this version
Compared with the version of 18 October 2026 (second that day).
In «If the salon cancels or moves your appointment»: if the salon leaves TILZA, it takes no new bookings in it after its last day; your confirmed appointments there up to 30 days after it stay as they are, and are changed through the salon. The salon tells you about any appointment of yours after them so you can arrange it with the salon, and its number stays on its booking page.
The places that changed:
Colours:AddedRemoved
This policy explains how booking with salons on TILZA works: what you see before you book, how to change or cancel your appointment, and what happens if you are late, don’t come, or the salon cancels. It is part of the «TILZA terms of use».
1. Before you book
- Before you confirm, you see the services with each one’s price and duration, the branch, the time and who serves you, until when you can cancel free of charge, whether the salon reviews the service before confirming it, and each service’s guarantee.
- The salon sets its prices, and they may not differ between cash and card. If it is registered for VAT, its prices include VAT.
- A price marked “from” is the service’s lowest price. A service priced “after a consultation” is priced by the salon once it has seen you, and shows the consultation’s own price, or that it is free. This stays shown in the booking summary, the confirmation, your link and «My bookings».
- If a service has options by your hair or nails (their length or thickness), each option has its own exact price and duration. Pick by your hair as it is now, straightened and seen from behind; if you’re not sure, pick the longer. The salon checks the option when you arrive: if it is shorter, the price comes down to the right option’s at once, and you see it on your booking’s link.
- The price of a service you booked goes up only if you agree, and before that service starts: the salon sends you a «price change request» on your booking’s link, with the new price and why, and you accept or decline it yourself, from your own phone; your answer is kept in the booking’s record, and your appointment’s time doesn’t change. If you decline, you pay no more than the price you booked at: the salon does the service at that price, or doesn’t do it and you pay nothing for it, and you may also stop the service yourself without any fee, except the consultation’s price if it was shown to you before you booked. If nothing is left in your booking to be done, the salon cancels it with nothing for you to pay, and it never counts as a late cancellation or a no-show.
2. Confirming a booking
- When you tap «Confirm booking», your appointment is recorded and you see the booking number and its link.
- If the salon reviews the service before confirming it, your booking stays a request until the salon answers, and it isn’t a confirmed appointment until the salon accepts it.
- A family booking brings several people’s appointments together in one visit. In a regular repeating appointment, each date is a booking of its own with its own number.
3. Changing or cancelling
- You can change or cancel your appointment free of charge from your booking link, until the time the branch sets before the appointment. You see that time when you book and on your link.
- After that time you can’t change or cancel from the link, so contact the salon directly.
- Neither TILZA nor the salon through TILZA charges any fee for cancelling or changing, because you pay at the salon.
- If you cancel, your time may be offered to someone on the waiting list.
4. If you are late
- Tell the salon if you will be late. If there isn’t time left for the whole service, the salon may suggest another time.
5. If you don’t come
- If you don’t come and didn’t cancel, the salon records that you didn’t come. Only that salon sees this, on your record there; no other salon does.
- No fee is charged to you for it through TILZA.
6. If the salon cancels or moves your appointment
- If the salon has to cancel or move your appointment, it must tell you as soon as possible, and you can accept the new time or cancel at no charge.
- If you paid anything in advance for an appointment the salon cancelled, it is refunded to you in full.
- added text: If the salon leaves TILZA, it takes no new bookings in it after its last day; your confirmed appointments in it up to 30 days after that day stay as they are, and to change any of them you contact the salon. The salon tells you about any appointment of yours after them, so you can arrange it with the salon directly, and its number stays on its booking page.
7. If you book a visit at your home
- A visit at your home is booked only from a branch whose emirate allows it and that holds its permit, and whoever comes to you from its team is covered by that permit. Your time is when they reach your home, and you pay at the visit.
- When whoever serves you leaves for your home, your booking link says the salon’s team is on the way to you, and since when.
- If the salon’s team hasn’t arrived 15 minutes after your time, you can tap «The salon’s team didn’t come» on your booking link: the appointment is cancelled as the salon’s miss, you pay nothing for it, and it is never recorded that you didn’t come. If you paid anything for it in advance, it is refunded to you in full.
- If the salon’s team arrives and you aren’t home and didn’t cancel, the salon may record that you didn’t come, as at the salon.
- If you book a visit at your home again with «Book the same again», whoever visited you last is chosen while they still visit homes, and you can change that.
8. Deposits and paying in advance
- No salon currently asks for a deposit or advance payment through TILZA.
- If that becomes possible later, you will see its full terms before you pay, in Arabic: whether the amount is part of the price, what happens if you cancel before or after the free-cancellation time or don’t come, and what happens if the salon cancels. You will never be asked to pay on terms that don’t say all of that.
9. Quality of the service
- The salon warrants its service, as the Consumer Protection Law requires. If it isn’t delivered as agreed or has a fault, tell the salon first so it can fix or redo it, or refund what you paid for it, in full or for the part not delivered.
- You see each service’s guarantee before you book, and it stays on your booking link and your bill: within how many days of your appointment you tell the salon, and what it then does. Until the salon writes one, you have what the law says: if a service has a fault, the salon redoes it or refunds you. No term takes your guarantee away.
- If the problem isn’t solved, contact TILZA and we will help; you can also complain to the consumer protection authority.
10. Before chemical services
- Before hair colour, bleaching, keratin and similar chemical services, the salon may ask you for a short form, which you send from your booking link or fill in with the team at the salon. It asks about allergies, any reaction you had before to colour or another chemical service, your last patch test, and pregnancy or breastfeeding, which you can tell the team in person instead of writing it.
- The salon may ask you for a patch test 48 hours before the service, especially if no test from the last six months is recorded for you. If you react to it, tell the salon before your appointment.
- At the end of the form you agree to two things: that the salon keeps your answers for this service, and that you have the service knowing chemical products can cause an allergy or irritation. Then you type your name, which signs the form (Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services), and its time and the words you agreed to are kept with it.
- Your answers are information about your health: they are kept only with your agreement on the form, encrypted, and only the owner, the managers and the team member serving you on the day of your appointment see them, with each opening recorded. If you take back your agreement about your health on your booking link, your answers on that booking are deleted.
- If something changes after you send the form, send it again from your link to replace it, or tell the salon.
- If the booking is for someone under 18, the form is filled in at the salon with their parent or guardian, who signs it.
11. Anyone under 18
- A parent or guardian can cancel the booking of a child in their care from the booking link. The salon may ask for the parent or guardian to come for some services.