A few gentle agreements.
Not the small print. The small kindnesses — on both sides — that let us take care of you properly.
When plans change
We understand that plans shift — a last-minute meeting, a flight delay, a sick child. All we ask is that you let us know as early as you can. Because every appointment reserves a private suite and a dedicated aesthetician for you, a late cancellation means someone else couldn't book that time either.
If you cancel or reschedule more than 24 hours before your appointment, there's no charge. Under 24 hours, we ask for 50% of the service. A no-show is 100% — but we'll always hear you out, especially if it's the first time, because life happens.
- Over 24 hours: no charge
- Within 24 hours: 50% of the service
- No-show: 100% of the service
- First-time exceptions: just call us, we'll work it out
If the traffic finds you
Dubai traffic is a character in everyone's day. If you're running late, please call or WhatsApp us as soon as you know — we'll hold your appointment for up to 15 minutes without issue, and we'll do our best to fit in the full ritual. Beyond 15 minutes, we may need to shorten the service to protect the next guest's time, but we'll never rush the parts that matter. The consultation always stays.
Little guests
We love seeing families, and some of our most regular clients are mothers and daughters who've been coming together for years. For the calm of the sanctuary — and for your own rest — we ask that children under 10 not wait in the lounge during your treatment unless accompanied by another adult. We have three mother-and-daughter treatment rooms at JBR specifically designed for a pair — please ask about them at booking.
If you're not feeling well
If you wake up with flu, fever, or anything contagious, please stay home — and please tell us. We'll waive the cancellation fee without question, even on the day. A sick guest puts the Atelier at risk, which puts the next week of guests at risk, and none of us want that. Full honesty protects everyone.
Before your first visit for any treatment, we'll send a short intake form asking about allergies, medications, recent surgeries, and pregnancy. Please fill it in — we genuinely read it, and it changes how we prepare the ritual for you.
How we keep you safe
Every tool that touches your skin is either single-use or sterilised between clients in a hospital-grade autoclave. Every suite is deep-cleaned between guests and fully turned down (fresh linen, fresh robe, fresh water) before the next visit. Our team washes hands in front of you at the start of every ritual — it's part of the opening, not an afterthought. If you ever want to see the sterilisation room or the autoclave, just ask. We'll walk you through it.
The door stays open
We build our entire house on being honest about what we can and can't do, which is why we'd rather say no to a balayage we can't land than say sorry afterwards. But we are human, and occasionally something doesn't settle the way it should.
If you go home and something feels wrong in the first seven days — a gloss that's gone too warm, a lash set that's not sitting right, skin that's reacted — call us. We don't charge for a re-visit in the first seven days, full stop. We would rather you come back, even three times, than leave Lavender Glow with something you don't love. That's the quiet contract.