These terms govern use of the Luxora Wellness website and administration platform, and bookings for mobile massage and wellness services.
Important: Please read these terms before using the platform or making a booking. Consumer rights that cannot legally be excluded remain unaffected.
By accessing the Luxora Wellness website, creating an account, making or managing a booking, participating in the loyalty programme, or using an administrator account, you agree to these Terms & Conditions. If you make a booking for another person, you confirm that you are authorised to accept these terms on their behalf and will provide them with the relevant booking and safety information.
"Luxora Wellness", "we", "us" and "our" refer to the business entity operating the Luxora Wellness service in the country shown at checkout. "Client", "you" and "your" refer to the person using the platform or receiving a service.
Service descriptions, durations, therapist availability, service areas and appointment times are shown during booking and may vary by city. A booking is confirmed only when you receive a confirmation through the website, email, SMS, WhatsApp or push notification.
Appointment times are estimates. Travel conditions, building access, weather, emergencies or earlier appointments may cause delays. We will make reasonable efforts to notify you and arrange a suitable alternative where necessary.
You must provide a safe, private and suitable treatment area, accurate location details, parking or access instructions, and any building permissions required for the therapist and driver to enter.
See also the Refund & Cancellation Policy below.
Wellness and massage services are not medical diagnosis or emergency treatment. You must disclose relevant allergies, injuries, pregnancy, medical conditions, medications or other circumstances that could affect treatment. If in doubt, obtain advice from a qualified healthcare professional before booking.
Harassment, discrimination, sexual requests, threats, intoxication, violence, unsafe premises or illegal activity are strictly prohibited. Service personnel may refuse or stop a service and leave immediately if they reasonably feel unsafe. Serious incidents may be reported to the relevant authorities.
You are responsible for personal valuables and for supervising children, pets and other persons at the service location.
Where offered, the Luxora Wellness loyalty programme may provide category-based benefits such as:
Points have no cash value, cannot be sold or transferred unless expressly allowed, and may only be redeemed through available rewards.
Points are usually credited after an eligible booking is completed and payment is confirmed. Cancelled, refunded, fraudulent or chargeback transactions do not earn points and related points may be reversed.
Reward values, earning rates, tiers, exclusions and expiry periods are those shown in the app at the time of participation.
We may correct errors, delay rewards while reviewing activity, and suspend accounts involved in abuse, duplicate accounts, self-referrals or manipulation.
We may change or end the programme with reasonable notice. Accrued rights will be handled as required by applicable law.
Offers may be limited by date, city, service, client type, minimum spend, usage count or other stated conditions. Unless expressly permitted, offers cannot be combined, transferred, exchanged for cash or applied retrospectively. We may reject or reverse discounts obtained through error, fraud or misuse, without limiting mandatory consumer rights.
Reviews must reflect genuine experiences and must not contain unlawful, misleading, abusive, discriminatory, confidential or infringing material. You retain ownership of your content but grant us a non-exclusive, worldwide, royalty-free licence to host, reproduce, moderate and display it for operating and promoting the service. We may hide or remove content that breaches these terms or applicable law.
Any review reward is for submitting an eligible honest review, not for providing a positive rating.
We process personal information to create and manage accounts, arrange appointments, assign therapists and drivers, process payments, provide support, prevent fraud, administer loyalty benefits and comply with legal obligations. Booking information may be shared with personnel and service providers only to the extent reasonably required to deliver and support the service. See our Privacy Policy.
Operational messages about bookings, security, payments and service changes are part of the service. Marketing messages are sent according to your preferences and applicable law, and you may opt out through the method provided in the message. Your use of third-party payment, mapping or messaging services may also be subject to their terms and privacy notices.
You must not attempt to gain unauthorised access, scrape or extract data at scale, introduce malicious code, interfere with availability, reverse engineer restricted components, impersonate another person, or use the platform for unlawful purposes.
The platform, brand, designs, software, text and non-user content are owned by or licensed to Luxora Wellness and are protected by applicable intellectual property laws. No rights are granted except the limited right to use the platform for its intended purpose under these terms.
We aim to keep the platform available and information accurate, but do not guarantee uninterrupted or error-free operation. We may perform maintenance, update features, or correct pricing and content errors.
To the maximum extent permitted by law, Luxora Wellness is not liable for indirect, incidental, special or consequential loss, loss of profit, or loss arising from circumstances beyond our reasonable control. Nothing in these terms excludes or limits liability that cannot lawfully be excluded, including liability for fraud, wilful misconduct, or death or personal injury caused by negligence where applicable.
Your statutory consumer rights remain unaffected.
We may update these terms to reflect legal, operational or service changes. Material changes will be communicated through the platform or another reasonable channel and will apply from the stated effective date. Continued use after that date constitutes acceptance where permitted by law.
If any provision is unenforceable, it will be limited or removed to the minimum extent necessary and the remaining provisions will continue in effect. Failure to enforce a provision is not a waiver.
These terms are governed by the laws applicable to the Luxora Wellness entity supplying your booking and the service location. Courts or competent dispute-resolution bodies in that jurisdiction will have authority, subject to any mandatory consumer forum rights. Clients in the UAE and Qatar retain all mandatory protections available under applicable local law.
For questions, complaints, refunds, account requests or legal notices, contact Luxora Wellness using the support contact details shown in the website or your booking confirmation (support@luxora.ae). Please include your name, booking reference and a clear description of the issue. We will aim to acknowledge complaints promptly and handle them fairly.
Cancellations made more than 2 hours before your scheduled session start time are free of charge. If paid online, a full refund is processed within 5–7 business days.
Cancellations within 2 hours of session start incur a 50% cancellation fee to compensate the assigned therapist for reserved time and travel.
If the therapist arrives at your address and cannot access you (unreachable, address unavailable, no answer at door after 15 minutes), the session is marked as no-show and 100% of the session fee is charged.
Free rescheduling is available up to 2 hours before session start. Within 2 hours, standard cancellation fees apply. To reschedule, use "My Bookings" or WhatsApp support.
If Luxora or the therapist cancels your booking, you'll receive a full refund plus AED 50 in loyalty credit as an apology for inconvenience.
Refunds for completed sessions are considered only in cases of documented service failure (e.g., therapist unable to perform requested service). Complaints should be raised within 48 hours of session completion.