Serene
Serene

Terms and conditions

The rules for using Serene, and for booking a salon through it.

Last updated

Who we are

Serene (سيرين in Arabic) is a booking platform for spas and salons, at the salon or at home, operated from Saudi Arabia. These terms apply when you use the Serene website, the booking app, the salon app, or Serene on WhatsApp. By creating an account or making a booking, you accept these terms.

Serene is owned and operated by Data Engineering Establishment (مؤسسة هندسة البيانات), an establishment registered in Saudi Arabia, Unified National Number 7055292051, in Al Yasmin, Riyadh. Where these terms say "Serene", "we" or "us", they mean Data Engineering Establishment.

To reach us, message the Serene team on WhatsApp at +966 50 163 3399.

Early access

Serene is in early access. It is not open to the public yet, and the apps are not in the app stores. Parts of the service are not finished, and these terms say where that affects you. When the service changes, we will update these terms (see Changes).

What Serene does, and what the salon does

Serene lists salons and lets you book their services, at the salon or as a home visit, and pay for them online where the salon asks for payment.

The services themselves are provided by the salon you book with. The salon sets its services, prices, opening hours, deposit, cancellation window and fees, and it is responsible for the service it provides.

If you have a problem with a service, raise it with the salon first. If you cannot resolve it, contact us.

Your account

  • Serene is for adults: you must be 18 or over to use it.
  • You need an account to book. In the booking app you sign up and sign in with your mobile number and a code. While Serene is in early access, that code is not sent to your phone and is the same for every account (see the privacy policy). On WhatsApp, an account is created under your WhatsApp number the first time you need one, with no code.
  • You give your first name; your last name and e-mail address are optional.
  • One account per mobile number. While Serene is in early access, anyone who knows your mobile number can sign in to your account, book with it and spend its wallet balance. If you see a booking or a payment you did not make, message us at once.
  • You can ask us to delete your account at any time by messaging us on WhatsApp; there is no delete button in the apps yet. If you have an upcoming booking or a wallet balance, we agree with you what happens to it first. See the privacy policy.

Bookings

  • Before you confirm a booking in the booking app, it shows the price, any deposit the salon asks for, and any late-cancellation or no-show fee the salon charges. On WhatsApp the deposit is shown, but these fees are not shown yet.
  • Some salons confirm bookings at once. Others confirm them by hand: until the salon accepts, your booking is a request. If the salon does not accept it before the appointment's start time, it is rejected automatically, and the deposit or price you paid is refunded: to your card if you paid by card, otherwise to your wallet.
  • If the salon asks for a deposit online, you pay it within the time the salon sets, and never later than the appointment's start time; the app shows the deadline. At a salon that confirms bookings at once, that time runs from when you book; at a salon that confirms them by hand, from when the salon accepts your booking. If the deposit is not paid in time, the booking is cancelled automatically and nothing is charged. A booking is never cancelled for an unpaid deposit once its start time has passed: the salon settles it.
  • A confirmed booking means the salon is holding that time for you. It does not by itself mean you have paid: unless you paid online, you pay at the salon.
  • The salon can change your booking, for example by adding a service. The price and any fees change with it, but a fee is never more than you paid. You pay any extra at the salon or, where the app offers it, online.
  • You can see all your bookings, upcoming and past, in the app, and on WhatsApp under My bookings.
  • You can reschedule a booking from your bookings until the salon marks you as arrived, and cancel it until it starts or the salon marks you as arrived; after that, ask the salon. A booking you have paid toward cannot be moved in the booking app or on WhatsApp inside the salon's cancellation window if the salon charges a late-cancellation fee; ask the salon. At a salon that confirms bookings by hand, rescheduling a booking the salon has already accepted sends the salon a request: your booking keeps its time until the salon accepts the new one, and if the salon declines or does not answer in time, nothing changes. The booking app and WhatsApp do not offer such a request once the booking is less than 2 hours 45 minutes away, or after five requests for the same booking; ask the salon. The salon's cancellation terms apply; see the refund and cancellation policy.

Prices and payment

  • Prices are set by the salon, in Saudi riyals. The app shows whether the salon's VAT is included or added.
  • Serene does not charge customers a booking fee. The price you pay is the salon's price.
  • You can pay online by card (mada, Visa or Mastercard) or Apple Pay through HyperPay, or from your Serene wallet. Card and Apple Pay payments are made on Serene's payment page: the booking app opens it when you choose to pay online there, and on WhatsApp it opens from a payment link Serene sends you, for example in reply to a booking. The page offers Apple Pay where your device and browser support it. In the booking app you can also pay from your wallet. Where the salon allows it, you can also pay at the salon. At a salon that takes no online payment, you pay at the salon.
  • When you pay by card, you type your card details into HyperPay's own form on Serene's payment page, and they go from your device straight to HyperPay. Serene's servers never receive your card number or security code.
  • When you pay online, the payment is made to Serene, and Serene pays the salon its share.
  • At a salon that asks for a deposit, you can pay the deposit or the full price online. If you paid the deposit, you can pay the rest online later, in the booking app or from the payment link. An online payment always covers the deposit, the full price or everything still owed: it cannot be made in other parts.
  • When the salon checks out your visit, it issues an invoice. If you gave an e-mail address, the invoice is e-mailed to you; you may also get an SMS with its number and amount.

Cancellations, no-shows and refunds

How cancellations, rescheduling, no-shows and refunds work is set out in our refund and cancellation policy. It is part of these terms.

Your Serene wallet

  • Your account has a wallet in Saudi riyals. Refunds that do not go back to a card are added to it, and you can use it in the booking app to pay for your own bookings and fees.
  • If you book on WhatsApp, your wallet belongs to the Serene account under your WhatsApp number. WhatsApp cannot show or spend it yet; sign in to the booking app with the same number to see and use it.
  • The wallet balance has no expiry date. It cannot be withdrawn or transferred in the app.
  • A refund of a booking you paid by card goes back to that card by itself. If one went to your wallet instead and is still there, you can ask us to return it to that card; see the refund and cancellation policy.
  • If you ask us to delete your account while it holds a wallet balance, we agree with you what happens to the balance before we delete anything.

Home visits

For a home visit you choose your address on the map, and the salon's staff come to you. Make sure the address is right and that you are there at the booked time.

Using Serene properly

Use Serene only for real bookings, for yourself or for someone who has agreed to your booking for them. Do not use another person's account or card, make bookings you do not mean to keep, or interfere with the service. We may suspend or close an account that does.

For salons

  • A salon that lists on Serene sets its own services, prices, hours, deposit, cancellation window (up to 24 hours today), and late-cancellation and no-show fees, and must honour the bookings it accepts.
  • Serene charges the salon a commission on bookings customers make through Serene, and a processing fee on online payments. On online payments these are deducted before the salon is paid. On a customer's booking paid at the salon, the salon owes the commission, and it comes off the salon's future payouts. Bookings the salon enters itself carry no commission. Each payment is charged at the commission and processing fee rates in force when it was made; a change to those rates applies only to payments made after it.
  • Serene pays the salon its share of online payments, after Serene's fees, to the salon's bank account (IBAN) on the payment cycle Serene sets. A salon with no IBAN on file, or whose balance is owed to Serene, is not paid until that is settled. The salon app shows the salon its balance and payouts. When a salon pays Serene what its balance owes, a payment larger than what it owes is not accepted.
  • When a customer is refunded, the salon repays its share of the refunded amount. It is taken from the salon's future payouts.
  • A salon can cancel a booking it has accepted, and the customer is refunded in full. If more than the time Serene allows has passed since the salon confirmed the booking, the salon must give the customer a reason, and the cancellation is recorded against the salon as late.
  • The salon is responsible for its services, its staff, and the accuracy of its listing.

Our responsibility

Serene provides the booking platform. We work to keep it available and accurate, but during early access it may be interrupted or change. Nothing in these terms limits any right you have under the laws of Saudi Arabia.

Law and complaints

These terms are governed by the laws of the Kingdom of Saudi Arabia. If you have a complaint, message us on WhatsApp at +966 50 163 3399, and we will try to put it right. A dispute we cannot resolve together goes to the competent courts in Saudi Arabia.

Changes to these terms

We will update these terms as Serene changes, and change the date at the top of this page. A change never alters the cancellation window and fees that applied to a booking when you made it, except in your favour.

Change record

  • 2026-11-03: Apple Pay now works on Serene's payment page, where your device and browser support it. The booking app now takes card and Apple Pay payments too, on the web and on phones, by opening that payment page; it no longer offers a card screen of its own. At a salon that asks for a deposit, you can now pay the full price online instead, and pay the rest of a booking online after paying its deposit.
  • 2026-10-30: Card payments (mada, Visa and Mastercard) now work on Serene's payment page, which opens from a payment link Serene sends you. The booking app does not take cards yet, and Apple Pay does not work yet. STC Pay is no longer offered as a way to pay. A refund of a booking paid by card now goes back to that card; the rest of a refund still goes to the Serene wallet (see the refund and cancellation policy).
  • 2026-10-20: At a salon that confirms bookings by hand, rescheduling a booking the salon has already accepted now sends the salon a request: your booking keeps its time until the salon accepts the new one, and if the salon declines or does not answer in time, nothing changes. A booking can no longer be rescheduled in the booking app or on WhatsApp once the salon has marked you as arrived.
  • 2026-10-15: Moving a booking no longer costs a fee, so a salon's cancellation refunds what the customer paid toward the booking; a booking the customer has paid toward cannot be moved in the booking app or on WhatsApp inside the salon's cancellation window when the salon charges a late-cancellation fee (see the refund and cancellation policy).
  • 2026-10-13: the operator's registered details are added: Data Engineering Establishment (مؤسسة هندسة البيانات), Unified National Number 7055292051, Al Yasmin, Riyadh.
  • 2026-10-12: If the salon asks for a deposit online, you pay it within the time the salon sets, and never later than the appointment's start time, at a salon that confirms bookings at once as well as at one that confirms them by hand; if it is not paid in time, the booking is cancelled automatically, and a booking is never cancelled for an unpaid deposit once its start time has passed. You can cancel a booking until it starts or the salon marks you as arrived. For salons: each payment is charged at the commission and processing fee rates in force when it was made, and when a salon pays Serene what its balance owes, a payment larger than what it owes is not accepted.
  • 2026-10-08: When a salon cancels a booking, any fee the customer paid to move it is refunded too, and the refund and cancellation policy changed the same day for late moves. A change to these terms may apply to a booking already made when it is in your favour.
  • 2026-10-05: First published.