General Warranty Rules

• Warranty covers service redos, refunds, or store credit (case-by-case).
• Warranty applies only to services done at TRAYA.
• Client must report the issue within the warranty period listed below.
• Client must show receipt, booking record, or WhatsApp confirmation.
• Warranty does not cover change of mind or improper aftercare.
• Warranty becomes void if:
  • Client went to another salon to fix/redo
  • Client removed gel/acrylic at home
  • Client did not follow aftercare instructions

Goodwill Repair Option (All Nail Services)

• If an issue is not covered under the warranty, the salon may, at its discretion, offer a complimentary repair as a gesture of goodwill.
• Any goodwill repair is provided only at the salon and is subject to availability.
• Important Conditions
  • Goodwill repairs are not guaranteed and are offered one time only per service.
  • Goodwill repairs do not include full redo, redesign, refill, length/shape change, or system upgrade.
  • Home-service repairs are not included, even if the original service was done as home service.
  • Home-service repair is available only with transportation fee and repair fee.
  • Clients who decline repair fees or transportation charges for home service will not be eligible for repair.
  • Final assessment of damage cause and repair eligibility is determined by salon management.

Warranty Period By Service Category

A. Nails – Warranty Periods

1. Basic Manicure / Pedicure

• Warranty Period: 24 hours
• Covers:
  • Hygiene or sanitation issues
  • Missed cleaning or incomplete cuticle work
  • Uneven nail shaping
• Does NOT Cover:
  • Smudges, dents, or damage occurring after leaving the salon / home service
  • Callus returning due to lack of aftercare
  • Thick, deep, or long-term callus that cannot be fully removed in one session
  • Natural skin texture or dryness after treatment
• Important Callus Notice:
  • Callus removal is a gradual process and may require multiple sessions
  • Results depend on skin condition, lifestyle, footwear, and home care
  • One session may improve, but not fully eliminate heavy callus
• Aftercare Responsibility:
  • Clients are responsible for proper aftercare (moisturizing, suitable footwear)
  • Lack of aftercare may result in roughness returning quickly

2. Regular Nail Polish

• Warranty Period: 24 hours
• Covers: Major smudging, dents, or visible damage noticed before leaving the salon.
• Does NOT Cover:
  • Chipping, smudging, or wear after leaving the salon
  • Damage caused by using nails as tools
  • Frequent hand washing, cleaning, or manual activities
  • Color staining from clothing, food, spices, or daily lifestyle
• Important Note: Regular nail polish is not long-wear and is highly affected by daily activities.

3. Soft Gel Polish

• Warranty Period: 5 days
• Covers: Peeling; Lifting; Early chipping not caused by the client.
• Does NOT Cover:
  • Chipping or breakage caused by using nails as tools
  • Damage from pressure, force, or impact
  • Staining or discoloration caused by clothing, spices, food, or chemicals
  • Color change due to heat exposure
• Lifestyle Note (Qatar): Dark or thick abaya fabrics, frequent hand use while eating, and spices may cause staining on light or nude gel colors.

4. Rubber Base / Hard Gel (Natural Nail Overlay)

• Warranty Period: 7 days
• Covers:
  • Lifting caused by poor adhesion or bonding failure
  • Early separation caused by incorrect application technique
  • Structural weakness without external force
• Does NOT Cover:
  • Cracks, chips, or lifting caused by pressure or impact
  • Using nails as tools (scraping, opening, pushing)
  • Excessive hand use related to work, cleaning, or daily activities
  • Nail biting, picking, or intentional stress
  • Staining or discoloration caused by clothing, spices, food, or chemicals
  • Damage caused by heat (hair tools, steam, hot surfaces)
  • Damage caused by improper aftercare or failure to follow instructions
  • Natural nail conditions affecting retention (oily nail beds, weak nails, hormonal changes, medication, medical conditions)
• Important Clarification:
  • Rubber base / hard gel overlay is designed to strengthen the natural nail, not to withstand heavy pressure
  • Clients with high hand usage or manual activities may experience shorter wear

5. Plastic Tip Extensions (Glue Method)

• Warranty Period: 3-5 days
• Covers:
  • Lifting of the plastic tip due to weak glue bonding
  • Falling off of the extension caused by application issue
• Does NOT Cover:
  • Cracks, breaks, or deformation caused by pressure or daily usage
  • Damage caused by impact or accidents
  • Heat-related damage (hair tools, open flame, hot surfaces)
  • Damage caused by chemicals
• Important Note: Plastic tip extensions are sensitive to heat and may soften, bend, or crack when exposed to high temperatures.
• Upgrading, changing length/shape, or switching systems is not covered; Assessment of damage cause is determined by salon management.

6. Polygel / Hard Gel Extensions (Built Extensions)

• Warranty Period: 7 days
• Covers:
  • Lifting caused by poor adhesion or bonding failure
  • Structural weakness caused by incorrect application technique
  • Early cracking without external force
• Does NOT Cover:
  • Breakage, cracks, or lifting caused by impact, pressure, or accidents
  • Damage caused by using nails as tools (opening cans, scraping, tapping hard surfaces)
  • Excessive force from daily activities or work conditions
  • Nail biting, picking, or intentional stress
  • Damage caused by chemicals (cleaning products, solvents, acetone exposure)
  • Damage caused by excessive heat (hair tools, steam, fire, saunas)
  • Damage caused by improper aftercare or ignoring post-service instructions
  • Natural nail issues affecting retention (oily nail beds, hormonal changes, medication, medical conditions)
  • Infills or reshaping requested as a style preference change
• Important Notice:
  • Warranty applies only to the original service performed
  • Upgrading, changing length/shape, or switching systems is not covered
  • Assessment of damage cause is determined by salon management

7. Nail Art (Stickers, Charms, Crystals & Accessories)

• Warranty Period: 24 hours
• Covers:
  • Lifting or detachment of stickers, charms, or crystals caused by application issue
  • Topcoat sealing issues identified within the warranty period
• Does NOT Cover:
  • Loss or damage caused by daily activities or impact
  • Accessories falling off due to pressure, friction, or snagging
  • Damage caused by clothing (abaya, scarves), bags, or accessories
  • Damage caused by water exposure, heat, steam, or chemicals
  • Design change, replacement, or repositioning by client request
• Important Notes:
  • Nail art is decorative and more delicate than the base service
  • Clients with active lifestyles may experience shorter wear time
  • Light colors and raised designs are more prone to staining and catching

B. Waxing – Warranty Policy

• All Waxing Services – 24 Hours
• Warranty Covers:
  • Missed hair spots only if clearly visible and reported within 24 hours
  • One complimentary touch-up at salon only
• Does NOT Cover:
  • Natural hair regrowth after the service
  • Hair appearing due to normal growth cycle
  • Very fine, short, or under-the-skin hair
  • Hair missed due to skin sensitivity or safety reasons
  • Skin reactions (redness, bumps, sensitivity, ingrown hair)
  • Issues caused by sweating, heat, tight clothing, or aftercare negligence
• Important Notes:
  • Waxing does NOT guarantee 100% hair removal
  • Results vary depending on body area, hair growth cycle, and skin condition
  • Management reserves the right to assess whether a case qualifies for warranty

Threading – Warranty Policy

• Warranty Period: 24 Hours
• Warranty Covers:
  • Clearly visible leftover hair
  • Uneven shaping caused by service error only
  • One complimentary correction at salon only
• Does NOT Cover:
  • Hair regrowth after service
  • Changes in shape preference after leaving
  • Skin redness or sensitivity
  • Hair missed due to skin protection or pain tolerance

Final Authority Clause

• Clause applied to all waxing & threading services: Assessment of the cause and eligibility for warranty repair is solely determined by salon management.
• Home-service touch-ups are not accepted under any circumstance.

C. Hair Services – Warranty Periods

1. Hair Blowdry / Blowout/Wavy / Curly Styling

• Warranty Period: Same Day Only
• Covers:
  • Style issues noticed before leaving the salon
  • Uneven finish caused by stylist technique
• Does NOT Cover:
  • Style dropping due to humidity, sweat, heat, or weather
  • Hair touched, tied, covered, or slept on after service
  • Client’s hair type (very fine, oily, heavy hair)
  • Style changes requested after leaving
• No redo after leaving the salon.

2. Hair Styling (Updo / Event / Special Style)

• Warranty: Before Leaving Only
• Policy:
  • Client approval is required before leaving
  • Once approved, service is considered completed
• No warranty for style loosening due to movement, weather, or time.

3. Hair Cut

• Warranty Period: 24 Hours
• Covers:
  • Uneven cutting
  • Clear technical mistake
• Does NOT Cover:
  • Change of mind about length or style
  • Hair shrinkage after washing or styling
  • Reference photo misunderstanding
• Minor adjustment only – no re-cutting or redesign.

4. Hair Color Services

• Warranty Period: 48 Hours
• Covers:
  • Uneven color application
  • Patchy result caused by application error
• Does NOT Cover:
  • Color fading due to washing, heat, sun, or products
  • Hair history (previous color, henna, black dye, home color)
  • Color tone differences due to hair base
  • Change of mind about shade
• Color results vary – exact shade is not guaranteed.

5. Hair Treatments

• Warranty Period: 48 Hours
• Warranty Covers:
  • Severe irritation caused by salon products
  • No visible effect due to application error
• Does NOT Cover:
  • Blow-dry, styling, or hair feel after drying
  • Variation due to hair condition, porosity, or previous chemical treatments
  • Client dissatisfaction with softness, shine, or volume
• Important Note: Hair treatments improve hair condition but do not guarantee permanent results or exact expectations.

6. Protein / Keratin / Rebonding / Straightening

• Warranty Period: 7 Days
• Warranty Covers:
  • Uneven straightening due to salon application error
  • Missed areas during treatment
• Does NOT Cover:
  • Natural hair regrowth
  • Hair reverting due to humidity, washing, or styling at home
  • Color fading after treatment (natural/expected)
  • Damage caused by chemicals, heat tools, or improper aftercare
• Important Note: Salon is not responsible for hair history, client home care, or external factors affecting straightening duration or results.

D. Head Spa

• Warranty Period: 24 Hours
• Warranty Covers:
  • Improper rinsing
  • Missed or skipped steps due to salon error
• Does NOT Cover:
  • Client dissatisfaction with hair feel, scalp sensation, or results
  • Natural scalp reaction, hair texture, or hair history
  • Effects caused by client home care or lifestyle

E. Massage – No Warranty

• Policy:
  • Only redo if duration or type provided was incorrect
  • Must be reported before leaving salon
  • Client acknowledges massage is a wellness service, results vary by client

Warranty Resolution Options

If claim is valid:

• Redo the service FREE at the salon
• OR Refund (if redo is not possible)
• OR Store credit valid for 3 months

Important:

• No cash refund for home service transportation or travel fees.
• Salon management reserves final decision on all refunds, redos, or credits.

Home Service Warranty

• Same warranty rules as salon.
• Client must submit photo/video proof within warranty period.
• Redo options:
  • In-salon (FREE)
  • Home service (FREE if issue is covered under warranty; transport/repair fee applies only for out-of-warranty or goodwill repairs)
• Note: Salon reserves the right to refuse home redo if the client refuses transport or repair fees for out-of-warranty or goodwill repairs.

Conditions That Void Warranty

Warranty is void in the following cases:

• Service altered, repaired, or corrected by another salon.
• Gel, acrylic, nail extensions, or hair extensions removed at home.
• Not following salon aftercare instructions.
• Expecting premium results from a lower-tier service.
• More than 3 valid warranty claims within 3 months.
• Damage caused by negligence, misuse, or external factors (heat, chemicals, friction, impact, or improper tools).
• Any tampering with the service after leaving the salon.