Cancellation & Refund Policy

Free Cancellation

Cancel your booking up to 2 hours before your scheduled delivery time at no charge whatsoever. Simply WhatsApp us with your booking details and we'll confirm the cancellation immediately. No questions asked, no fees applied.

Late Cancellation

Cancellations made less than 2 hours before your scheduled delivery time will incur a charge of 50% of your booking total. This covers our team's preparation time, equipment loaded, and the journey already underway. We appreciate your understanding.

No-Show Policy

If our team arrives at the agreed location and is unable to access the premises or reach you, the full booking amount will be charged. Our team will attempt to contact you for 15 minutes upon arrival before logging a no-show. Please ensure someone is available to receive us.

Rescheduling

Need to change your time? Free rescheduling is available up to 2 hours before your original delivery time. Same-day rescheduling requests are subject to team availability and cannot be guaranteed. WhatsApp us as early as possible and we'll do our best to accommodate you.

Equipment Damage

Our equipment — premium Wookah and Khalil Mamoon hookahs — is your responsibility from the moment of delivery until our team collects it. Any damage beyond normal wear and tear will be assessed by our team at collection. You will be notified of any charges before they are applied, and given the opportunity to discuss. We ask that you treat our equipment as you would your own.

Refund Processing

Refunds for eligible cancellations are processed within 3–5 business days to the original payment method. For card payments, timing may vary depending on your bank. Cash refunds are handled directly by our team and typically processed within 24 hours of cancellation confirmation. You will receive a WhatsApp confirmation once your refund has been issued.

How to Cancel

To cancel your booking, WhatsApp us at +971 50 233 0316 with your booking reference, name, and the reason for cancellation. We respond within 15 minutes during operating hours (10AM – 2AM daily). Cancellation is not confirmed until you receive a reply from our team.

Contact & Questions

For any questions about this policy, please reach us via:

📱 WhatsApp: +971 50 233 0316
✉️ Email: hello@shisha.app

Operating hours: 10AM – 2AM, 7 days a week