TILZA terms of use

1. Who we are

TILZA is an online platform in the United Arab Emirates. It gives salons a booking and management system, shows salons to people looking for one, and lets you book with them.

The company that runs TILZA: its legal name, licence number, issuing authority and address will appear here once its licence is issued.

How to contact TILZA, including a number answered by a person on its team, will appear here before launch.

2. TILZA and the salon: who provides what

• The salon provides the service. It sets its services, prices, durations, hours and team and enters them in TILZA, is responsible for the quality and safety of its service, and warrants it as the Consumer Protection Law requires.
• TILZA provides the platform: it shows you the salon’s details as the salon entered them, records your booking and passes it to the salon, keeps your data for the salon as the «Privacy notice» explains, and helps you if you have a problem with a booking or with the salon.
• Nothing in these terms limits any right the law gives you, including under the Consumer Protection Law and the law on trading by modern technological means.

3. Search and the order of salons

• TILZA’s search shows every salon whose owner accepted TILZA’s agreement and chose to show in it, at its branches whose licence is in force and checked by TILZA’s team.
• You choose the order of the results. «Best match» orders salons by their clients’ stars on TILZA, highest first, not by Google’s rating. How many reviews they have counts too, so a salon with one or two can’t jump ahead of one with many, and a new salon starts in the middle. Among salons close in stars, the one with the soonest free time today or tomorrow for the service you search for goes first, then the nearest if you shared where you are, then the cheapest for it.
• «Nearest» orders them by how near they are to you, then by price. «Cheapest» orders them by price for the service you search for, or their cheapest service when you search for none, lowest first, a salon that can price it only after a consultation coming after those with known prices, then the nearest if you shared where you are. When all of that is equal, by the salon’s name.
• These rules are the same for every salon, and «Why this order?» on the search page explains them. No salon pays for its place, and what a salon pays TILZA changes neither its place, its reviews nor how it is shown.
• If paid placement ever appears in search, it will be clearly marked «Ad», and kept apart from the results these rules order.

4. Booking

• You choose the service and the time, and who serves you if you like, enter your name and mobile number, then tap «Confirm booking». Before that you see each service’s price and duration, and until when you can cancel free of charge.
• After booking you see its number and a link of its own, where you follow your appointment and change or cancel it. Keep the link to yourself: whoever opens it can manage the booking.
• Some services are reviewed by the salon before it confirms them. Your booking is then a request until the salon accepts it, and you are told so before you send it.
• To protect salons from fake bookings, TILZA may limit how many upcoming bookings one number can have, and tells you so when you book.
• Changing, cancelling, coming late and not coming are covered in the «Booking and cancellation policy».

5. Prices and payment

• The salon alone sets its prices, and you see them before you book as the salon entered them; they may differ from its prices or offers outside TILZA. If the salon is registered for VAT, its prices must include VAT.
• You pay the salon at the salon, in the ways it accepts, and the price may not differ between cash and card. TILZA takes no money from you and keeps no card details.
• TILZA charges you no booking fee. If that ever changes, any fee is shown clearly before you confirm a booking, and nothing is added afterwards.
• If a salon later offers paying or a deposit online, it will be through a licensed payment company that pays the salon directly, and you will see its full terms in Arabic before you pay.
• The salon gives you its invoice after you pay.

6. Age, and booking for others

• If you are 18 or over, you book for yourself. If you are 13 to 17, you book for yourself with your parent’s or guardian’s name and mobile number. Anyone under 13 is booked by their parent or guardian.
• If you book for others, such as your family, you confirm they agreed to it, and that you are the parent or guardian of anyone under 18 you book for.

7. «My bookings»

• You sign in to «My bookings» with your mobile number and a code sent to it. Don’t give the code to anyone.
• It shows your bookings at the salons that show them there, and your TILZA level. Only you see your level, and it gives no discount, credit or any other money benefit.
• You can sign out at any time, and ask for a copy of your data, or for it to be corrected or deleted, as the «Privacy notice» explains.

8. Fair use

• Give true details: your name, and a mobile number that is yours or belongs to the person you book for, with their permission.
• Don’t make fake bookings, or book times you don’t mean to come to.
• Don’t write anything offensive in notes, or any health details. If you have an allergy, tell the salon directly.
• Don’t try to reach what isn’t yours, disrupt TILZA, or collect its data automatically.
• If a number keeps misusing TILZA, TILZA may stop bookings from it after explaining why, and its owner can object by contacting us.

9. Your privacy and messages

• The «Privacy notice» explains what is kept about you and why, who sees it, how long it is kept, and your rights.
• You may get messages about your booking, such as confirmations, reminders and changes, by WhatsApp, text message or email once these work in TILZA. These are service messages; you get offers only if you agree to them.

11. TILZA being available

• We work to keep TILZA available, but it may sometimes stop for maintenance or a fault. If that affects your appointment, contact the salon directly, or us.
• We may improve TILZA by adding or changing features. That never changes an appointment you confirmed.

12. Responsibility

The salon is responsible for its service and TILZA for its platform, each as the law provides. Nothing in these terms limits your right to the compensation the law gives you.

13. Complaints

• If you have a problem with a service or a booking, or a suggestion, send it from «Complaint or suggestion» at the foot of TILZA’s pages, or from your booking’s link. Write what happened and what you want: the service done again, the money back, or something else. You don’t need to sign in.
• A complaint about a salon goes to the salon first, as it is best placed to solve it, and it has to answer within 3 days. You can choose that only TILZA’s team reads it, not the salon. A complaint about TILZA itself goes to TILZA’s team.
• Once sent, you see its number and a link of its own, where you read the salon’s answer, then say the problem was solved or ask TILZA’s team to look at it. If the salon doesn’t answer within 3 days, it goes to TILZA’s team by itself. If you say nothing within 14 days after the salon’s answer, it closes with that answer, and you can send a new complaint.
• TILZA’s team answers you on the complaint’s link in Arabic, with English too if you wrote in English. TILZA keeps every step of a complaint, as the «Privacy notice» explains; the salon can’t delete it or change its answer once sent.
• A complaint doesn’t stop you reviewing your visit, and a salon can’t remove a review because of one.
• You can always complain to the consumer protection authorities: the Ministry of Economy and Tourism, and the authority in your emirate, such as the Sharjah Economic Development Department. Their numbers are on the «Complaint or suggestion» page and the complaint’s link, and a complaint on TILZA doesn’t stop you.

14. Changes to these terms

If we change these terms, we publish the new version here with its date and «What changed in this version», with links to the sections that changed, words added marked and words removed struck through, and show it to you at your next booking. Earlier versions stay, with their dates, in «Earlier versions». Each booking you confirmed stays under the terms you agreed to when you booked, unless you agree to others. We do the same if we change the booking and cancellation policy or the reviews policy.

15. Law and language

• These terms are governed by the laws of the United Arab Emirates, and the competent UAE courts hear any dispute about them. This doesn’t stop you going to the consumer protection authorities.
• These terms are in Arabic and English; if they differ, the Arabic applies.