Terms and Conditions

Last Updated: 01 January 2025

1. Introduction

Welcome to Fia (fia.sa). This website is owned and operated by Sofia Limited, limited liability company, operates pursuant to the laws and regulations of the Kingdom of Saudi Arabia with its commercial registration number 1010737724 ("Fia," "we," "our," or "us"), a beauty and wellness service provider in Riyadh, Saudi Arabia, offering both in-salon and home service appointments exclusively to female clients.

By accessing or using our website, mobile application, or any other digital platform (collectively, the "Services"), you agree to comply with and be bound by these Terms and Conditions ("Terms"). If you do not agree with these Terms, please do not use our Services.

Age Requirement: By booking an appointment or accessing our Services, you confirm that you are female and at least 18 years of age or are accessing the Services under the supervision of a parent or legal guardian who agrees to be bound by these Terms.

 

2. Scope of Services

Fia offers professional beauty and wellness services in two primary formats:

  1. In-Store Services: Appointments at our physical salon location(s) in Riyadh.

  2. Home Services: Our beauty professionals travel to your designated location within Riyadh to perform the booked service(s).

We reserve the right to modify, add, or discontinue any service at any time. We also reserve the right to refuse services if providing them would violate any law or regulation, or if we believe the client does not meet safety or eligibility criteria.

 

3. Booking & Appointments

3.1 General Booking Process

  • You may book appointments through our website, mobile application, or by contacting our salon directly.

  • Bookings are considered confirmed only after full payment is successfully received, unless otherwise stated.

  • For home services, you must provide a valid, precise address and ensure that the location is safe and accessible for our beautician.

3.2 Same-Day & Short-Notice Bookings

  • Same-day or short-notice bookings (less than 24 hours in advance) are subject to availability and Fia’s discretion.

  • Once confirmed, no cancellations or address changes will be permitted unless Fia specifically agrees, and additional fees may apply.

  • If a client attempts to cancel or reschedule a same-day or short-notice appointment, Fia may treat the appointment as a late cancellation with no refund (see Section 3.4).

3.3 Address Changes (Home Services)

  • Address Change Notice: Clients must inform Fia at least 12 hours in advance of the scheduled appointment regarding any address changes.

  • Last-Minute Address Changes (under 12 hours):

    1. Fia may cancel the appointment with no refund, or

    2. Reschedule at Fia’s discretion, subject to an additional fee (e.g., to cover extra travel or schedule disruptions).

  • If the new address is outside our service area or cannot be serviced at the same date/time, Fia may treat the change as a cancellation with no refund.

3.4 Cancellations & Rescheduling

Client-Initiated Cancellations

  • For standard (non-same-day) bookings, cancellations must be made at least 24 hours before the scheduled appointment to receive a full refund or a complimentary rescheduling.

  • Cancellations made under 24 hours before the appointment time are non-refundable and may incur rescheduling fees if applicable.

Company-Initiated Changes

  • If Fia cancels or reschedules an appointment due to unforeseen circumstances (e.g., staff unavailability, extreme weather, technical issues), you will be offered a new appointment slot or a full refund.

No-Show Policy

  • In-Store Appointments: A 15-minute grace period is allowed from the scheduled start time. After 15 minutes, you may be marked as a no-show, resulting in no refund.

  • Home Services: If the client is not present or unreachable within 15 minutes of the scheduled start time, the appointment will be marked as completed with no refund issued.

3.5 Late Arrival & Service Reduction

  • If you arrive late (or cause the beautician to start late for home services), Fia may, at its discretion, cancel, change or shorten the service duration without a price reduction or require a full rebooking (subject to availability).

 

4. Payment & Refund Policy

4.1 Payment Terms

  • Full payment is generally required at the time of booking via accepted ways of payment, which may include Mada, Visa, MasterCard, American Express Apple Pay, or cash (in-store only).

  • All prices are in Saudi Riyals (SAR) and include any applicable Value Added Tax (VAT).

  • If a payment method is declined or fails, the booking will remain unconfirmed until payment is successfully processed.

  • Fia reserves the right to adjust prices, special offers, or promotions without prior notice.

4.2 Refunds

  • Eligible Refunds: Refunds for cancellations (in accordance with Section 3.4) will be processed using the original payment method within 10–45 days, depending on the issuing bank’s policies.

  • Completed Services: No refunds will be issued for completed services unless a valid complaint (see Section 7.1) is raised within 24 hours and Fia’s investigation deems a full or partial refund appropriate.

4.3 Promotions & Gift Vouchers

  • Promotions, discount codes, or gift vouchers may have specific terms and expiry dates, which will be stated at the time of issue.

  • Fia reserves the right to refuse or cancel any promotion if it is misused or applied fraudulently.

 

5. Home Service Client Responsibilities

  • Safe, Clean & Comfortable Environment: The client must ensure that the service location is safe, clean, tidy, adequately lit, and sufficiently spacious to accommodate the beautician(s) and any necessary equipment.

  • Female-Only Access: The service location or designated area must be accessible exclusively by Fia’s female staff. If the location does not guarantee female-only access or otherwise jeopardizes the privacy and comfort of our staff, Fia reserves the right to refuse, discontinue, or cancel the service at its sole discretion, with no refund.

  • Pet Control: Any pets on the premises must be secured in another area so that they do not interfere with or endanger the beautician.

  • Client Presence: The client (or an authorized adult) must remain present at the location throughout the appointment.

  • Unbooked Services: Clients must not request additional or unbooked services on-site. Any add-on service requires a separate booking and payment, subject to staff availability.

  • Parking & Security: The client is responsible for providing any necessary parking passes, gate/security codes, or entry permissions. If our beautician cannot access the premises in a timely manner, the appointment may be treated as a no-show as per Section 3.4.

Fia reserves the right to refuse or discontinue any home service at its sole discretion if the above conditions are not met or if there is any concern regarding safety, hygiene, or privacy. In such cases, no refund will be issued.

 

6. Health, Safety & Hygiene

  • Fia’s beauty professionals follow strict hygiene and sterilization protocols in compliance with local and international health standards.

  • Clients must inform Fia in advance of any allergies, skin conditions, pregnancy, or other health issues that could affect the service.

  • Fia reserves the right to refuse or discontinue services if the client appears to have a contagious condition, presents a health hazard, or if there are any safety concerns at the service location.

 

7. Complaints, Liability & Disclaimers

7.1 Complaints Procedure

  • If you are dissatisfied with our services, contact Fia within 24 hours of receiving the service to file a complaint.

  • We will investigate and, if warranted, may offer a partial or full refund, a corrective service, or another appropriate remedy.

  • Complaints raised after 24 hours from service completion may not be eligible for remedies.

7.2 Limitation of Liability

  • Allergic Reactions & Medical History: Fia is not liable for allergic reactions or adverse effects if the client fails to disclose relevant medical or allergy information.

  • Personal Items: You are responsible for personal belongings during in-store services and home services. Fia is not liable for lost or stolen items.

  • Maximum Liability: To the fullest extent permitted by applicable law, Fia’s total liability for any claim arising from or related to these Terms shall not exceed the amount you paid for the specific service in question.

  • No Warranties: Except as expressly stated, Fia provides its services "as is" and disclaims all warranties, implied or otherwise, including fitness for a particular purpose and merchantability.

7.3 Indemnification

  • You agree to indemnify, defend, and hold harmless Fia, its affiliates, officers, employees, and agents from and against any claims, liabilities, damages, losses, or expenses (including legal fees) arising out of or in any way connected with:

    1. Your use or misuse of the Services.

    2. Your breach of these Terms.

    3. Your violation of any local or international laws or regulations.

 

8. Intellectual Property & Content

8.1 Ownership

  • All content on Fia’s website, mobile application, social media, and marketing materials (including text, images, logos, designs, graphics, and software) is the exclusive property of Fia or its licensors and is protected by international intellectual property laws.

8.2 Limited License

  • You are granted a limited, non-exclusive, non-transferable license to access and use the Services for personal, non-commercial purposes.

  • You may not copy, distribute, modify, reverse-engineer, or create derivative works of our content without prior written permission.

8.3 User-Generated Content

  • If you share testimonials, reviews, or other content about our Services publicly (e.g., on social media), you grant Fia a worldwide, non-exclusive, royalty-free license to use, reproduce, and display such content for marketing or promotional purposes.

 

9. Privacy & Data Protection

  • We collect and process personal data in accordance with our Privacy Policy. By using our Services, you consent to the practices described therein.

  • We implement industry-standard security measures but cannot guarantee absolute data security.

  • You are responsible for maintaining the confidentiality of your account credentials and for all activities under your account.

 

10. Code of Conduct

  • Clients must behave in a respectful and lawful manner towards Fia staff and other clients.

  • Any form of harassment, abuse, or inappropriate behavior may result in immediate service termination and a ban from future services.

  • Fia staff must also maintain a professional demeanor. Please report any misconduct immediately to Fia management.

 

11. Force Majeure

Fia shall not be liable for any failure or delay in the performance of any obligation under these Terms due to events beyond our reasonable control, including but not limited to acts of God, natural disasters, governmental actions, labor strikes, power failures, internet disruptions, or civil unrest.

 

12. Governing Law & Dispute Resolution

  • These Terms and any disputes arising therefrom shall be governed by the laws of the Kingdom of Saudi Arabia.

  • Any disputes shall be exclusively submitted to the competent courts of Saudi Arabia, in accordance with Saudi legal procedures.

 

13. Amendments

  • Fia reserves the right to update or modify these Terms at any time without prior notice.

  • Changes become effective immediately upon posting the revised Terms on our website or mobile application.

  • Continued use of our Services after any updates indicates your acceptance of the revised Terms.

 

14. Termination

  • Fia may terminate or suspend your access to the Services at any time, with or without cause, and without prior notice. Reasons may include violation of these Terms, misuse of the Services, or participation in illegal activities.

  • Termination does not waive any remaining obligations under these Terms, including indemnification, limitation of liability, and dispute resolution provisions.

 

15. Severability

If any provision of these Terms is determined to be unenforceable or invalid under applicable law, such provision will be deemed severed, and the remaining provisions will continue in full force and effect.

 

16. Entire Agreement

These Terms, along with our Privacy Policy and any other written policies referenced herein, constitute the entire agreement between you and Fia regarding your use of the Services and supersede any prior agreements or understandings.

 

17. Contact Us

For questions or concerns regarding these Terms or our Services, please contact us at:

Fia Customer Service
Email: info@fia.sa
Phone: 920008327
Address: Prince Turki Ibn Abdulaziz Al Awwal Rd, Riyadh 13512, Saudi Arabia

 

By using Fia’s Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions. If you do not agree, you are not authorized to use our Services.