Booking, Cancellation & Refund Policy

The Short Version

No deposit is taken for standard bookings — you pay after your treatment.
Reschedule or cancel free of charge up to 4 hours before your slot.
The price we quote in writing is the price you pay. Nothing added at the counter.
If we cancel or cannot deliver your treatment, you get a full refund or a free reschedule — your choice.
Unhappy with your treatment? Tell the duty manager before you leave and we will put it right.

1. How a booking is made

You send an enquiry — by the website form, WhatsApp, phone or in person.
We reply with available slots and the exact total price.
You choose a slot.
We send a written confirmation naming the treatment, date, time, duration and total.

Your appointment exists only from step 4. An enquiry on its own does not reserve a suite, so please wait for our written confirmation before making travel plans.

2. Deposits and prepayment

Standard bookings: no deposit. You pay when your treatment is complete.
A deposit of up to 50% may be requested for group bookings of three or more guests, full-day journeys, exclusive-use bookings, or bookings on public holidays. We will always tell you clearly before you commit.
Where a deposit is taken, it is credited in full against your final bill.
Deposits are refundable in line with section 4 below.

3. Rescheduling

When you tell us	What happens
More than 4 hours before	Free. Move to any available slot within 60 days at no charge.
2 – 4 hours before	One free move as a goodwill gesture, once per guest per 6 months. After that, a 25% charge applies.
Less than 2 hours before	Treated as a late cancellation — see section 4.

Rescheduling is subject to availability. Where the new slot has a different published price, the new price applies.

4. Cancellation by you

When you cancel	Standard booking (no deposit)	Booking with a deposit
More than 4 hours before	No charge	Full deposit refunded
2 – 4 hours before	No charge	50% of the deposit refunded
Less than 2 hours before	No charge, but recorded as a late cancellation	Deposit retained
After the appointment start time	Recorded as a no-show — see section 6	Deposit retained

We keep a record of repeated late cancellations. After three late cancellations or no-shows in any 12-month period, we may require a deposit for all future bookings.

5. Late arrival

Please arrive 10 minutes early for your consultation.
Arrive up to 20 minutes late and we will still treat you, but your session may be shortened so the next guest is not delayed. The full price applies.
Arrive more than 20 minutes late and we may not be able to treat you at all; this is handled as a no-show.
Where a delay is clearly outside your control — a road closure, a serious traffic incident, heavy flooding — message us as soon as you can and we will do our best to accommodate you, including moving you to a later slot the same day free of charge.

6. No-shows

A no-show is a confirmed appointment that you neither attend nor cancel. Because a suite and a therapist were held for you and turned away from other guests:

Any deposit paid is retained.
For standard bookings, no charge is raised, but the no-show is recorded.
A first no-show is always waived without question if you contact us afterwards to explain.
Repeated no-shows may result in a deposit requirement or refusal of further bookings.

7. Cancellation by us

Occasionally we may have to cancel — therapist illness, equipment failure, a power or water outage, or an event outside our control. In every such case:

We contact you as early as possible on the number you gave us.
You choose between a free reschedule to any available slot, or a full refund of anything you have paid.
Where we cancel with less than 4 hours’ notice, we additionally offer a complimentary upgrade or a 15% credit on your rescheduled visit, by way of apology.
We do not charge you anything, in any circumstances, for a cancellation that we initiate.

8. Refunds — when they apply

Situation	Outcome
We cancelled your appointment	Full refund or free reschedule — your choice
We could not deliver the treatment you booked and paid for	Full refund of that treatment
We declined your treatment on safety grounds after you arrived	Full refund of any amount paid; no cancellation charge
A treatment was materially shorter than booked, for reasons on our side	Pro-rata refund of the shortfall, or a credit note
You cancelled a deposit-bearing booking more than 4 hours before	Full deposit refund
An obvious pricing error was published and you decided not to proceed	Full refund of any amount paid
You are dissatisfied with a completed treatment	Assessed under section 10 — remedy at our discretion
You changed your mind after a completed treatment	No refund — the service was delivered as booked
You did not disclose a relevant health condition and this affected the outcome	No refund
Your appointment ended early because of a conduct breach	No refund — see section 15
Unused portion of a package taken in a single visit	No partial refund — packages are sold as one experience
Expired gift voucher	No refund or extension, save at our discretion

9. How refunds are paid

Refunds are made by the same method you used to pay, wherever possible.
Cash — refunded in cash at reception, usually the same day.
Card — reversed to the same card. Please allow 7 – 14 working days for your bank to process it; the timing is set by your bank, not by us.
Bank transfer — returned to the originating account within 5 working days of approval.
We approve or respond to every refund request within 7 working days of receiving it.
We do not deduct any administration fee from a refund.
Refunds are made in Pakistani Rupees only. We are not responsible for exchange-rate movements or your bank’s charges on an international card.

10. If you are not satisfied

We would much rather fix a problem than lose your trust.

Tell us during your visit. Speak to your therapist or the duty manager. Pressure, temperature, music, lighting and technique can all be adjusted on the spot.
Tell us before you leave. If something went wrong, the duty manager can usually resolve it immediately — a redo, an extension, an adjustment to your bill, or a credit for your next visit.
Tell us within 7 days. If neither of the above was possible, email hello@zenoraspalahore.com or WhatsApp +92 304 858 8878 with your visit date, treatment and what happened.

We acknowledge every complaint within 48 hours and aim to resolve it within 14 days. Where a service failure is established, remedies include a complimentary repeat treatment, a partial or full credit note, or a refund — decided case by case and always explained to you in writing.

11. Session lengths

Packages and journeys are sequenced experiences designed to be taken in a single visit.
Individual elements cannot be swapped, split across visits, banked for later, or refunded separately.
Where a specific element cannot be delivered on the day for reasons on our side, we substitute an element of equal or greater value with your agreement, or refund that element pro-rata.
Where you decline an element on the day for your own reasons, no refund arises for that element.
Package prices reflect a bundled discount; if a package is part-cancelled, remaining treatments are charged at their standard individual rates.

12. Gift vouchers

Valid for 12 months from the date of issue.
Non-refundable and not exchangeable for cash, but fully transferable to another person.
An unused balance stays on the voucher until it expires; a shortfall is payable on the day.
Expired vouchers are not honoured. As a goodwill gesture we may extend a voucher once, by up to 30 days, if you contact us within 30 days of expiry.
Bookings made with a voucher are subject to this policy in the same way as paid bookings. A no-show consumes the voucher.
Lost vouchers can be reissued only if you can provide the voucher reference number.

13. Group bookings

Bookings for three or more guests, and exclusive-use bookings, may require a deposit of up to 50%.
Group bookings require 24 hours’ notice to reschedule or cancel free of charge.
Cancelling a group booking with 12 – 24 hours’ notice: 50% of the deposit is refunded. Under 12 hours: the deposit is retained.
If the number of guests drops after confirmation, we charge for the guests who attend, but a group discount may no longer apply if the group falls below the qualifying size.

14. Health-related cancellations

We never penalise anyone for being unwell or for being honest with us about their health.

If you are ill or injured, tell us as early as you can — we will move your appointment free of charge whatever the notice given, and refund any deposit in full.
If we decline a treatment on safety grounds after you arrive, no charge applies and any amount paid is refunded in full. We will suggest a suitable alternative treatment where one exists.
Please do not attend with a fever, an active infection, an open wound or a contagious skin condition. Tell us instead, and we will move your slot.
See our Health Disclaimer for conditions that need disclosure.

15. Cancellation for breach of conduct

Our therapists’ safety is not negotiable. Where a guest breaches the code of conduct in our Terms & Conditions — including any inappropriate request, remark or contact, arriving intoxicated, or harassment of staff or other guests — the appointment ends immediately, the full price remains payable and no refund is given. Any deposit is retained. Serious incidents are reported to the police, and service is permanently refused.

16. How to cancel or reschedule

Use any of these. WhatsApp is fastest and gives you a timestamped record.

WhatsApp — +92 304 858 8878 (recommended)
Phone — +92 304 858 8878, daily 12:00 PM – 11:00 PM
Email — hello@zenoraspalahore.com

Please include your name, the appointment date and time, and the treatment booked. The cancellation takes effect from the moment we receive your message, and we will always confirm it back to you in writing. If you have not received a confirmation, assume the appointment still stands and contact us again.

17. Contact us

Zenora Spa Lahore
Garden Town & Gulberg
Lahore, Punjab, Pakistan

Phone / WhatsApp: +92 304 858 8878
Bookings: hello@zenoraspalahore.com
Opening hours: Daily, 12:00 PM – 11:00 PM (PKT) — last appointment 11:00 PM

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