Booking, attendance & privacy terms

1. Booking requests and clear information

A booking submitted through this website is a request. We review the requested service, address, timing, staffing, and any applicable service requirements before confirming the visit. The displayed service description, duration, price, and any disclosed additional cost form part of the information provided before confirmation.

We will provide the agreed service information, total price and any applicable payment, delivery, or execution arrangements in a clear way. A booking must be made by an adult with authority to arrange the visit and provide accurate contact and access details.

2. Changes, cancellation, refunds, and statutory rights

Please contact us as early as possible to request a change or cancellation. We assess late changes and cancellations individually; any attendance-related charge must be lawful, disclosed in advance, and supported by actual costs where applicable. We will explain its basis before applying it.

Nothing in these terms removes or limits a customer right that applies under Saudi law, including rights relating to electronic contracts, delayed or non-performed services, refunds, or compensation. If a refund is due, we will process it using the appropriate original or agreed method, subject to the applicable law and payment-provider process.

3. Arrival, access, and no-show process

Please ensure the service professional can safely access the agreed location at the agreed arrival time. If we cannot reach you or cannot access the location, we will make two documented contact attempts using the booking contact details and wait 15 minutes from the scheduled arrival time.

After that wait, we may cancel or reschedule the visit. We do not automatically forfeit the full price of a paid service. Any attendance-related amount will be considered individually, must be lawful and disclosed, and will be limited to actual, supportable attendance costs where applicable. Your statutory rights remain unaffected.

4. Home-service conduct and male-visit safety

We may decline, pause, or reschedule a service where the location, access, safety, professional scope, or legal requirements make it unsuitable. Our wellness services are not a substitute for medical diagnosis or treatment. Tell us about relevant preferences or limitations so we can review whether the requested service is suitable.

• You do not need to choose guests’ genders when booking online. Our assigned team identifies the visit type on arrival. For a men-only home visit, an adult female family member must be present throughout; the team checks and records this on site before treatment or arrival payment. This additional condition does not apply to couples, mixed groups or women-only visits.
• If the required family member is not present when the team arrives or leaves during the visit, the team must pause or decline to start the service and notify the owner. The owner will assess rescheduling, any lawful documented attendance costs and any refund individually; the entire price is not automatically forfeited.
• All Luméa service professionals are women. This men-only family-presence policy is Luméa's operational safety condition, not a claim that every Saudi home-service provider is legally required to use the same rule.
• Please provide a safe, private, hygienic space with reasonable access. We will treat customers and staff with dignity and may stop a visit where safety or lawful conduct cannot be maintained.

5. Privacy notice

Before and while arranging a booking, we collect only the information reasonably needed for the request and visit: contact details, selected service, adult client count, appointment details, location or address, payment preference, and service notes you choose to share. Assigned staff record visit type and relevant family-presence checks on site; gender selection is not requested online. We use the information to review, confirm, deliver, support, and record the booking, and to meet applicable legal obligations.

For a Gift Card request, the required mobile belongs to the intended recipient. The sender's name and email are optional. Only provide a recipient number that you are permitted to share; our team uses it to review and arrange the gift, not to add the recipient to a promotional list. Historical Gift Card records may instead contain the sender's mobile, and are identified separately in our owner portal.

We use reasonable safeguards and limit access to people or providers who need the information for those purposes. We do not use or disclose personal data for an unrelated purpose without an applicable legal basis. You may contact us using the business contact details shown on this website to ask about your personal-data rights, including access or correction, subject to applicable law.

6. WhatsApp and promotional communication

A WhatsApp link may open a conversation you choose to start about a service or booking. Essential booking coordination may use the contact details you provide. We do not add you to a promotional WhatsApp list merely because you make an enquiry or booking.

Sending a Gift Card request does not automatically message the gift recipient on WhatsApp. A sender cannot consent to WhatsApp receipts or offers on the recipient's behalf; the team reviews the request before any appropriate contact. No gift is issued or paid simply by submitting the form.

WhatsApp offers require a separate, unticked opt-in on the booking form. Without it, your booking does not enter our promotional list. You can withdraw by replying STOP to an offer or contacting us; our team records and honors the opt-out. Until separately configured, any offer handoff is an owner-initiated individual WhatsApp draft, not an automated send. Payment-gateway service is not promised by these terms.

7. Luméa service loyalty points

For paid services that are completed and verified with the customer's code, one point is earned for each whole SAR 1 of the amount actually paid. A private wallet code becomes available on the customer's private booking-status page. Points do not currently expire and have no cash value.

On a later service booking, 100 points reduce the service price by SAR 5. Redemptions are in 100-point steps and cannot exceed 20% of that booking's displayed gross service charge. Cancelling an unpaid booking restores its reserved points; after a verified external full refund, points used are restored and points earned on the refunded service are reversed. Partial service-point adjustments and earning or redeeming service points for products are not supported by the loyalty feature. Keep your wallet code private and contact us if it is lost or compromised.

8. Governing protections and contact

These terms are intended to be read consistently with applicable Saudi law. If a term conflicts with a mandatory legal protection, the mandatory protection prevails. The Arabic version is provided for customer convenience alongside the English version; where a legal interpretation is needed, applicable Saudi law and official Arabic sources govern.

For questions about a request, cancellation, privacy, or these terms, use the business contact details published on this website.