Refund & Returns Policy

Last updated: 13 March 2026

At Moroccan Spa, we strive to deliver an exceptional wellness experience. Please review our refund and cancellation policies below. By booking a service, purchasing a gift card, or subscribing to a membership, you agree to these terms.

1. Appointment Cancellation & Rescheduling

Notice Period	Policy
24+ hours before appointment	Free cancellation or rescheduling — no charges
6–24 hours before appointment	Rescheduling allowed once; cancellation incurs a 25% fee
Less than 6 hours / No-show	Full amount will be charged; no refund

All cancellations and rescheduling requests must be communicated via WhatsApp at +91 7235 9999 88 or by phone.

2. Refund for Prepaid Bookings

• If you cancel within the eligible window (24+ hours), a full refund will be initiated to your original payment method within 5–7 business days.
• Partial refunds (75%) apply for cancellations made 6–24 hours prior.
• No refunds for no-shows or cancellations made less than 6 hours before the scheduled appointment.
• Refunds are processed via Razorpay and will reflect in your account based on your bank's processing time.

3. Gift Cards

• Gift cards are non-refundable and cannot be exchanged for cash.
• Gift cards are transferable and can be used by anyone.
• Gift cards are valid for 12 months from the date of purchase.
• Expired gift cards cannot be renewed or refunded.
• If a service costs less than the gift card value, the remaining balance stays on the card for future use.

4. Membership Plans

• Membership fees are non-refundable once activated.
• Memberships are non-transferable unless explicitly stated in your plan.
• Unused sessions within the validity period will expire and cannot be carried forward.
• In exceptional circumstances (medical emergencies with documentation), membership may be paused for up to 30 days. Contact us to request a pause.
• Memberships cannot be downgraded, but upgrades are available by paying the difference.

5. Service Dissatisfaction

Your comfort and satisfaction are our priority. If you are unsatisfied with a treatment:

• Please inform the front desk or your therapist immediately during or after the session.
• We will work to resolve the issue — this may include a complimentary follow-up session or partial service credit at our discretion.
• Claims must be raised within 24 hours of the appointment.

6. Late Arrivals

If you arrive late for your appointment, your session may be shortened to accommodate the next guest. The full price will still apply. We recommend arriving 10–15 minutes early to enjoy our relaxation lounge before your treatment.

7. Force Majeure

In cases of unforeseen events (natural disasters, government restrictions, etc.), if Moroccan Spa is unable to provide the booked service, we will offer a full rescheduling or store credit. Refunds will be considered on a case-by-case basis.

8. How to Request a Refund

To initiate a refund or cancellation:

• WhatsApp: +91 7235 9999 88
• Phone: +91 7235 9999 88
• In Person: Visit the front desk at Moroccan Spa, 3rd Floor, Phoenix Palassio, Gomti Nagar, Lucknow

Please provide your booking confirmation details and payment reference when requesting a refund.

9. Changes to This Policy

We reserve the right to modify this policy at any time. Updated terms will be posted on this page. Continued use of our services after changes constitutes acceptance.