Client Guidance
SKILLS CLIENT
GUIDANCE
Appointment, Payment, Consultation, Service & Review Policy
SKILLS appointments and services are managed through a structured client-guidance framework designed to protect appointment time, professional service standards, safety, privacy and the experience of every client.
This guidance applies to all SKILLS appointments and services unless additional terms are expressly provided for a particular service, treatment, programme or booking.
This guidance applies to all SKILLS appointments and services unless additional terms are expressly provided for a particular service, treatment, programme or booking.
APPOINTMENT CONFIRMATION
Appointments are arranged through the official SKILLS Concierge.
Until payment is completed, the requested time remains unconfirmed and may return to availability.
Before payment, the client will be provided with the relevant service, appointment time, practitioner level where applicable, expected duration, location and confirmed price.
Where SKILLS accepts a same-day appointment or walk-in that has not already been prepaid, the full required payment must be completed before the service begins.
Arriving at SKILLS without a confirmed appointment does not guarantee immediate service.
Arriving earlier than the confirmed appointment time does not move the appointment earlier unless SKILLS confirms that accommodation.
A requested appointment is not confirmed until the full required payment has been completed.
Until payment is completed, the requested time remains unconfirmed and may return to availability.
Before payment, the client will be provided with the relevant service, appointment time, practitioner level where applicable, expected duration, location and confirmed price.
Where SKILLS accepts a same-day appointment or walk-in that has not already been prepaid, the full required payment must be completed before the service begins.
Arriving at SKILLS without a confirmed appointment does not guarantee immediate service.
Arriving earlier than the confirmed appointment time does not move the appointment earlier unless SKILLS confirms that accommodation.
PAYMENT
Full payment is required for every confirmed SKILLS appointment.
Payment for one client cannot be transferred to another person unless SKILLS expressly confirms otherwise.
Any additional service, upgrade or additional appointment time must be agreed and paid before it is provided.
Optional gratuities are separate from the Booked Service Value.
Payment secures the confirmed appointment and the time reserved for that service.
Payment for one client cannot be transferred to another person unless SKILLS expressly confirms otherwise.
Any additional service, upgrade or additional appointment time must be agreed and paid before it is provided.
Optional gratuities are separate from the Booked Service Value.
BOOKED SERVICE VALUE
For this guidance, Booked Service Value means the total confirmed price of the service, services or appointment block affected by the booking.
Where applicable, this includes the confirmed practitioner level and appointment location.
Where applicable, this includes the confirmed practitioner level and appointment location.
OFFICIAL BOOKING NOTICE
Cancellation, rescheduling and booking-change requests must be sent through the official SKILLS Concierge WhatsApp channel.
The applicable notice period is calculated from the timestamp at which the request reaches SKILLS Concierge against the confirmed appointment start time.
Messages sent only to an individual team member, personal number, social-media account or another unofficial channel do not change or cancel a confirmed appointment unless the change is subsequently confirmed by SKILLS Concierge.
The applicable notice period is calculated from the timestamp at which the request reaches SKILLS Concierge against the confirmed appointment start time.
Messages sent only to an individual team member, personal number, social-media account or another unofficial channel do not change or cancel a confirmed appointment unless the change is subsequently confirmed by SKILLS Concierge.
CANCELLATION & RESCHEDULING
12 Hours or More Before the Appointment
A cancellation or rescheduling request received 12 hours or more before the confirmed appointment may be:
* rescheduled once to another available appointment; or
* cancelled for an eligible refund of the amount paid.
A refund does not apply where the payment value has already been transferred from an earlier appointment, redeemed, applied to a completed service or consultation, or is governed by separately accepted service-specific terms.
Less Than 12 Hours but At Least 3 Hours Before the Appointment
The payment is non-refundable.
The eligible booking value may be transferred once only to another available appointment for the same client and the same confirmed service.
The eligible booking value may be transferred once only to another available appointment for the same client and the same confirmed service.
Less Than 3 Hours but More Than 1 Hour Before the Appointment
50% of the Booked Service Value is retained.
The remaining 50% may be transferred once only toward another available appointment for the same client and the same service.
The remaining 50% may be transferred once only toward another available appointment for the same client and the same service.
1 Hour or Less Before the Appointment
The appointment becomes a Lost Reserved Slot.
100% of the Booked Service Value is retained, even where SKILLS is notified during the final hour before the appointment.
A new full payment is required before another appointment can be confirmed.
Notification during the final hour does not move the appointment into the 50% cancellation category.
100% of the Booked Service Value is retained, even where SKILLS is notified during the final hour before the appointment.
A new full payment is required before another appointment can be confirmed.
Notification during the final hour does not move the appointment into the 50% cancellation category.
NO-SHOW
A client who does not attend a confirmed appointment and provides no valid notice through the official SKILLS Concierge channel is considered a No-Show.
100% of the Booked Service Value is retained.
A new full payment is required before another appointment can be confirmed.
A client who provides notice one hour or less before the appointment is not classified as a No-Show, but the same financial consequence applies because the appointment has already become a Lost Reserved Slot.
100% of the Booked Service Value is retained.
A new full payment is required before another appointment can be confirmed.
A client who provides notice one hour or less before the appointment is not classified as a No-Show, but the same financial consequence applies because the appointment has already become a Lost Reserved Slot.
ONE-TIME TRANSFERS
Where this policy permits a transfer, the eligible payment value may be transferred once only.
The transferred value:
The transferred value:
* remains for the same client;
* remains for the same confirmed service;
* cannot be converted into cash;
* cannot be transferred to another person;
* cannot be moved to an unrelated service; and
* cannot be transferred again.
Once the replacement appointment is confirmed, the transferred value becomes non-refundable and non-transferable.
CHANGES TO A CONFIRMED APPOINTMENT
A client-requested change to the confirmed service, practitioner level, location, duration or appointment structure may affect the original reservation and remains subject to the applicable cancellation and rescheduling rules.
Removing or reducing part of a booking at short notice does not automatically create refundable credit where the reserved time can no longer reasonably be reassigned.
Where a requested change increases the price, the difference must be paid before the revised service begins.
Removing or reducing part of a booking at short notice does not automatically create refundable credit where the reserved time can no longer reasonably be reassigned.
Where a requested change increases the price, the difference must be paid before the revised service begins.
MULTIPLE SERVICES
Where separately priced services are booked together, the applicable cancellation rule applies to the service or services affected by the change.
Where services are booked and priced as one combined programme, protocol or appointment block, the applicable rule may apply to the confirmed value of that combined booking.
LATE ARRIVAL
The confirmed appointment start and end times do not move because of late arrival.
Traffic, parking, building access and other personal delays do not pause or extend the confirmed appointment time.
Where sufficient time remains, SKILLS may continue the service within the remaining appointment time.
The full Booked Service Value remains applicable where the service proceeds, including where the service must be reasonably adjusted or shortened because of late arrival.
Where insufficient time remains to perform the service properly, safely, hygienically or without affecting subsequent confirmed appointments, SKILLS may be unable to provide the service.
The appointment will then be treated as a Lost Reserved Slot, and 100% of the Booked Service Value will be retained.
Traffic, parking, building access and other personal delays do not pause or extend the confirmed appointment time.
INTERRUPTION OR LEAVING DURING AN APPOINTMENT
Once an appointment has started, the reserved appointment time continues to run during any client-requested break, interruption or temporary absence.
The appointment time does not pause.
SKILLS is not required to extend the appointment, delay another confirmed appointment or extend operating hours because of a client-requested interruption.
If sufficient appointment time remains when the client returns, the service may continue.
Where additional time is required, SKILLS may offer additional appointment time only where availability allows and after the additional price has been confirmed and paid.
Where the client leaves and the service can no longer reasonably be completed within the available appointment time or operating hours, the appointment may be closed.
Any continuation on another day will be treated as a new appointment requiring a new payment.
PAID CONSULTATION
A Paid Consultation is a professional assessment service.
Once the consultation and professional assessment have been completed, the consultation fee remains fully chargeable whether:
Any service approved after consultation requires its own payment unless SKILLS has expressly confirmed before payment that the consultation fee may be credited toward that exact service.
Once the consultation and professional assessment have been completed, the consultation fee remains fully chargeable whether:
* the client proceeds with the proposed service;
* the client decides not to proceed;
* SKILLS advises postponement;
* SKILLS determines that the requested service is unsuitable;
* another service direction is recommended; or
* the client requires time to consider the available options.
The consultation fee covers the professional assessment and direction provided. It is not payment only for receiving the service originally requested.
Photographs, videos and messages may assist initial understanding but do not replace a physical consultation where one is required.
Any service approved after consultation requires its own payment unless SKILLS has expressly confirmed before payment that the consultation fee may be credited toward that exact service.
CONSULTATION VALIDITY
Consultation validity depends on the nature of the assessed condition.
Hair, Chemical, Braiding & Dreadlock Consultations
An approved consultation direction for hair treatments, colour, bleach, correction, keratin, protein, straightening, relaxing, perming, braiding, dreadlocks and other technical hair services remains valid for three calendar days.
The credit applies only to the service and direction approved during the consultation.
After three calendar days, any unused consultation credit expires and a new paid assessment may be required before the service can be confirmed.
Where the presented condition changes earlier, SKILLS may require reassessment before proceeding.
Where SKILLS has expressly confirmed that a consultation payment may be credited toward the approved service, the approved service must be confirmed and paid within those three calendar days.
The credit applies only to the service and direction approved during the consultation.
After three calendar days, any unused consultation credit expires and a new paid assessment may be required before the service can be confirmed.
Where the presented condition changes earlier, SKILLS may require reassessment before proceeding.
Scalp, Skin, Facial, Nail, Hand & Foot Consultations
These assessments remain valid for a maximum of 48 hours.
The consultation remains a separate professional service, and any treatment or service recommended afterward requires its own payment unless expressly stated otherwise.
Because the presented condition may change, SKILLS may require a new assessment where the client returns after that period or where the condition has changed before treatment.
The consultation remains a separate professional service, and any treatment or service recommended afterward requires its own payment unless expressly stated otherwise.
CHEMICAL & TECHNICAL SERVICES
Chemical and technical services are subject to professional suitability assessment.
SKILLS may adjust, postpone, stop, decline or redirect a requested service where the presented condition does not support the requested service safely or professionally.
A client preference may guide the intended result but does not require SKILLS to perform a technique, process or treatment considered unsuitable.
Reference photographs, previous results and inspiration images may guide a consultation but do not guarantee exact duplication.
Natural hair, scalp and skin may respond differently according to condition, history, maintenance, products, environment and other individual factors.
Nothing in this section removes SKILLS' responsibility to provide the agreed service professionally or any consumer right that cannot lawfully be excluded.
Clients must provide accurate information about relevant previous treatments, chemical history, allergies, sensitivities, reactions, products and other information that may materially affect the service.
SKILLS may adjust, postpone, stop, decline or redirect a requested service where the presented condition does not support the requested service safely or professionally.
A client preference may guide the intended result but does not require SKILLS to perform a technique, process or treatment considered unsuitable.
Reference photographs, previous results and inspiration images may guide a consultation but do not guarantee exact duplication.
Natural hair, scalp and skin may respond differently according to condition, history, maintenance, products, environment and other individual factors.
Nothing in this section removes SKILLS' responsibility to provide the agreed service professionally or any consumer right that cannot lawfully be excluded.
CONSENT
Where a service requires specific consent, payment does not replace consent.
Where the service direction materially changes, further confirmation or consent may be required.
SKILLS may decline to proceed where required consent or suitability requirements have not been completed.
The required consent must be completed before that service proceeds.
Where the service direction materially changes, further confirmation or consent may be required.
SKILLS may decline to proceed where required consent or suitability requirements have not been completed.
SERVICE RESULT REVIEW
Clients should review the immediate visible result before leaving SKILLS and raise any immediate visible concern during the appointment wherever reasonably possible.
Where physical assessment is reasonably required to understand a concern, SKILLS must be given the opportunity to inspect the condition before any corrective action is confirmed.
A concern raised after departure does not automatically establish service fault or create automatic entitlement to a refund, complimentary correction, repeat service, compensation or service credit.
Where physical assessment is reasonably required to understand a concern, SKILLS must be given the opportunity to inspect the condition before any corrective action is confirmed.
POST-SERVICE REVIEW PERIOD
For chemical and technical hair or scalp result concerns, the concern should be reported promptly and, where an advised first wash is relevant, within 48 hours of that first advised wash and no later than 72 hours after completion of the service.
Reporting a concern within the review period does not automatically confirm fault and does not automatically entitle the client to:
A genuine health or safety concern should be reported immediately and is not limited to the ordinary cosmetic-result review period.
Nothing in the review period limits any consumer right that cannot lawfully be excluded.
The maximum standard review period is 72 hours for concerns relating to visible result, finish, texture, straightness, curl, durability or requested correction unless different service-specific terms have been expressly provided.
Reporting a concern within the review period does not automatically confirm fault and does not automatically entitle the client to:
* a refund;
* a complimentary correction;
* a repeat service;
* another chemical service;
* compensation; or
* service credit.
Where reassessment is required, the client must allow SKILLS a reasonable opportunity to physically assess the condition.
If a service is confirmed not to have been provided in the agreed manner, SKILLS will provide the appropriate remedy in accordance with the nature of the service and applicable consumer law.
A genuine health or safety concern should be reported immediately and is not limited to the ordinary cosmetic-result review period.
Nothing in the review period limits any consumer right that cannot lawfully be excluded.
AFTERCARE
Where aftercare is applicable, the client is responsible for following the guidance provided for the service.
Where the client has a known immediate plan that may affect the treated area, such as washing, shaving, swimming, exercise, heat exposure, product use or another treatment, the client should inform SKILLS so appropriate guidance can be provided.
Activities, products, treatments or changes made after leaving SKILLS may affect the service result.
Where the client has a known immediate plan that may affect the treated area, such as washing, shaving, swimming, exercise, heat exposure, product use or another treatment, the client should inform SKILLS so appropriate guidance can be provided.
HOME SERVICE
Home-service appointments are subject to the same payment, cancellation, rescheduling and No-Show rules.
Salon pricing does not automatically apply to home service.
Where a confirmed practitioner dispatch time occurs before the scheduled service start time, SKILLS may use the confirmed dispatch time when determining the applicable cancellation period.
A previous home-service arrangement, price or accommodation does not guarantee the same arrangement, availability or price for another booking.
Home-service pricing and availability are confirmed separately for each booking.
Salon pricing does not automatically apply to home service.
Where a confirmed practitioner dispatch time occurs before the scheduled service start time, SKILLS may use the confirmed dispatch time when determining the applicable cancellation period.
A previous home-service arrangement, price or accommodation does not guarantee the same arrangement, availability or price for another booking.
PACKAGES, PROGRAMMES, VOUCHERS & PREPAID SERVICES
Where an appointment is booked using an approved package, programme, voucher or prepaid service entitlement, the same appointment and cancellation rules apply unless separate written terms have been provided for that programme.
A specific-service voucher or prepaid service does not become cash because an appointment is cancelled.
Where this policy requires booking value to be retained, the equivalent value or session may be deducted from the relevant prepaid entitlement.
A specific-service voucher or prepaid service does not become cash because an appointment is cancelled.
PRICING
Service prices are confirmed before payment.
Where assessment shows that a requested service requires a materially different service or price, the revised price must be explained and accepted before proceeding.
Pricing may vary according to the selected service, practitioner level, appointment location, service complexity and the professional requirements of the service.
Where assessment shows that a requested service requires a materially different service or price, the revised price must be explained and accepted before proceeding.
HYGIENE & SAFETY
SKILLS services are provided subject to appropriate hygiene, preparation and safety requirements.
Required hygiene or safety procedures will not be removed or shortened to recover time lost through late arrival or interruption.
A service may be delayed, adjusted, stopped or declined where proceeding would compromise safety, hygiene or professional responsibility.
Required hygiene or safety procedures will not be removed or shortened to recover time lost through late arrival or interruption.
PRIVACY, PHOTOGRAPHY & RECORDING
SKILLS protects the privacy of clients and team members.
Clients and guests may not photograph, film, livestream, vlog or otherwise record inside SKILLS without prior approval.
Public or promotional use of identifiable client content is separate from service documentation and requires the applicable permission.
Client information is handled in accordance with applicable privacy and data-protection requirements.
Clients and guests may not photograph, film, livestream, vlog or otherwise record inside SKILLS without prior approval.
Service photographs or other information may be collected where reasonably required for consultation, service documentation, continuity, consent, quality review or other legitimate service purposes.
Public or promotional use of identifiable client content is separate from service documentation and requires the applicable permission.
Client information is handled in accordance with applicable privacy and data-protection requirements.
CLIENT CONDUCT
SKILLS maintains a professional service environment.
SKILLS may stop a service, decline a booking or decline future appointments where conduct creates a reasonable concern for safety, privacy, staff dignity, another client's experience or the professional operation of the lounge.
Abusive, threatening, harassing, discriminatory or seriously disruptive conduct is not accepted.
SKILLS may stop a service, decline a booking or decline future appointments where conduct creates a reasonable concern for safety, privacy, staff dignity, another client's experience or the professional operation of the lounge.
RIGHT TO DECLINE OR STOP A SERVICE
SKILLS may decline, delay, adjust, stop or redirect a service where proceeding may compromise:
A consultation or other service already completed remains chargeable.
* safety;
* hygiene;
* consent;
* professional suitability;
* privacy;
* service quality; or
* the experience or confirmed appointment of another client.
Where SKILLS itself is unable to provide a confirmed service for an operational reason unrelated to the client's conduct, the affected client will be offered an appropriate rescheduling or refund option for the unperformed service.
A consultation or other service already completed remains chargeable.
YEAR-ROUND APPLICATION & GOODWILL EXCEPTIONS
This policy applies throughout the year, including weekends, holidays, peak periods, quieter periods and high-demand periods.
Availability or flexibility offered on one occasion does not create entitlement to the same accommodation on another occasion.
Any goodwill exception granted by SKILLS applies only to that specific case.
A goodwill exception does not amend this policy or create a continuing precedent.
REFUNDS
Where a refund is permitted, the approved amount is returned to the original payment method.
Where payment originated from an approved package, programme, voucher or prepaid entitlement, any permitted value may be returned to that original payment source rather than converted into cash.
Approved refunds are initiated by SKILLS and may take additional time to appear depending on the payment provider or financial institution.
Where applicable law requires a refund, re-performance or another remedy, the client's statutory consumer rights remain preserved.
Where payment originated from an approved package, programme, voucher or prepaid entitlement, any permitted value may be returned to that original payment source rather than converted into cash.
Approved refunds are initiated by SKILLS and may take additional time to appear depending on the payment provider or financial institution.
Where applicable law requires a refund, re-performance or another remedy, the client's statutory consumer rights remain preserved.
POLICY ACKNOWLEDGEMENT
The SKILLS Client Guidance link is provided before or together with the payment step.
Where separate service-specific consent is required, payment does not replace that consent.
Nothing in this guidance limits any consumer, privacy or other right that cannot lawfully be excluded under applicable UAE law.
By completing the required payment, the client confirms that the client has received access to this guidance, had the opportunity to review it and accepts the appointment, payment, cancellation, rescheduling, late-arrival, consultation, service-responsibility and review terms applicable to the confirmed service.
Where separate service-specific consent is required, payment does not replace that consent.
Nothing in this guidance limits any consumer, privacy or other right that cannot lawfully be excluded under applicable UAE law.