Refund Policy

1. Free Cancellation Window You can cancel or reschedule any booking free of charge up until 6 hours before your appointment's start time. No fees, no questions asked. (This window is occasionally adjusted — the exact cutoff is always shown on your booking and at checkout.) 2. After the Free-Cancellation Cutoff Cancellations made less than 6 hours before your booking, and no-shows, are not eligible for a refund. Our professional is scheduled and travels for your appointment, so late cancellations affect their availability for other customers. 3. Rescheduling Rescheduling a booking is free at any time up until the same 6-hour cutoff before your appointment. Simply change the date or time from your booking in the app. 4. How Refunds Are Issued - Card payments: your card is only charged 6 hours before your appointment — if you cancel within the free-cancellation window, your card is never charged and no refund is needed. Cancellations after the 6-hour cutoff are not eligible for a refund as the charge has already been processed. - Tabby (Pay in 4): if you cancel within the free-cancellation window, a full refund is issued to your Tabby account. Refund processing time is subject to Tabby's standard timeline. - Shining Hub Wallet: refunded as wallet credit, usable on your next booking. - Credit packages: the bonus/discounted value of a credit package is not refundable for cash if you cancel a booking paid for with it; the underlying credit remains in your wallet for future use, subject to its validity period. 5. Service Quality Issues If you're not satisfied with a completed service, contact us within 48 hours of the appointment. We'll investigate and, where appropriate, arrange a free re-clean or a partial/full refund depending on the issue. 6. Cancellations Initiated By Us If we cancel a booking (e.g. no professional available), you'll receive a full refund automatically, regardless of timing. 7. Contact Us Questions about a specific refund or booking can be sent through the app's in-app support, WhatsApp, or info@shininghub.ae — please include your booking reference code.