Help and FAQ’s

Coronavirus (COVID-19) updates

Hygiene during your visit

You can safely continue your journey to a healthier and improved lifestyle without the fear and the high risks linked to catching Covid-19. We have done everything in our power to keep all our staff and clients safe, by sanitising every inch of our clinics with specially designed UV-C germicidal lights that kill germs and viruses.

We are using full PPE equipment and will go through the procedures advised by the government and our governing bodies; this includes checking temperatures, face masks & hand sanitisers. We have gone even further to keep you safe by using shoe coverings.

Cancellations, complaints and refunds

What happens if a salon cancels your appointment?

The perfect experience, we think, is one where you search, book and pay for your appointment seamlessly with Zenoti and have a top-notch treatment to boot.

A salon-cancelled appointment is frustrating, we know. You will get your money back but we want to explain a little about what Zenoti are doing to make salon-led cancellations a thing of the past.

If a cancellation does need to go ahead we ask all salon partners to contact you about it first – in case a reschedule can be agreed or simply to give you a heads up. When cancellations take place without you being contacted – we ask you to send your feedback on this through the link in the cancellation email you’ll be sent. This helps us to give extra support to those particular salons so that this doesn’t happen again. If you paid online we’ll get your money back to you as quickly as possible and our Customer Experience team can help you get rebooked at your next forever venue.

What to do if you’re outside a closed salon?

We’re really sorry that the salon is closed. Here’s what we can do.
This is the worst experience, we know – and we’re sorry – this can be a very frustrating experience. If you do find yourself outside a closed salon please check your appointment details and the salon contact details in the Zenoti app, your account or on the booking confirmation email and give them a call if you can. Sometimes the team are inside or on their way so try to reach them as soon as possible.

If there’s no answer then please contact us – we’ll try to contact the salon again for you. If we can’t get through, we’ll see if we can help you to rebook nearby.

If you prepaid for your appointment, we’ll follow up with the salon about your rebooking.

How refunds work and how to request one?

Whether you or the salon needs to cancel and you need a refund, here’s the deal.
Sometimes you may need to cancel and that’s understandable – life happens. If you’re within your cancellation conditions you can easily cancel and the Franchise owner will refund you, no problem.

If you’re outside your cancellation conditions then you may need to get in touch with the salon first. When an appointment is prepaid online, your branch or salon is authorised to refund the payment. We will gladly organise getting your money back to you if the salon approves. So, it’s good to request a refund directly. If you like, we can also reach out to the salon for you. Just contact us and include your order reference, date of appointment and the email address you used to make the booking and we’ll make the request.

How to make a complaint?

If something about your appointment isn’t quite right, usually the easiest way to fix it is to speak to the salon or therapist on the day. We hope that any concerns shared with them can be sorted out on the spot.
If you’re unable to resolve any issue at the salon and think we can help, do let us know. Make sure to include as much detail of your complaint as you can.
If something about your appointment isn’t quite right, usually the easiest way to fix it is to speak to the salon or therapist on the day. We hope that any concerns shared with them can be sorted out on the spot.
If you’re unable to resolve any issue at the salon and think we can help, do let us know. Make sure to include as much detail of your complaint as you can.

Refund and Cancellation Policy

Cancellations
If you are unable to attend your appointment, please contact us immediately on 02083400077 with a minimum notice of 24 hours otherwise a 50% charge may be implemented. Appointments missed will be charged at full price.

Refunds
Purchases of any treatments, treatment courses are NON – REFUNDABLE, however a credit note can be issued within 14 days of purchase, Credit notes will expire after 6 months, and 24 months for pregnancy. Credit note for courses that have commenced will be calculated based on individual treatment price and will lose the benefit of the discounted course price. Purchases of any products are non refundable for hygiene reasons. This is because time slots have been booked for your bespoke treatment.

Accounts and Community

Help, I can’t log in!

It’s so annoying when you can’t find the scrap of paper where you scribbled down that crucial password. Firstly you need to be sure you have a profile with us. Often people buy a brilliant treatment or sign up to our newsletters but don’t create a profile. If this is you, click to sign up and get started.

If you do have a profile on Beauty & Detox Spa and are unable to log in you’ll need to reset your password. It should be at least 8 characters long and it can’t be a password you’ve used before.

How can I keep up to date with your news?

Well, we’re delighted to have you join our community of beautifiers and promise to send you only the best updates and content from the world of Beauty & Detox Spa.

To sign up to the newsletter head to [Website] and at the bottom of the page click on ‘Sign up for our newsletter’, enter your details and give us the ok to send you the latest beauty news and offers. Click ‘Sign up’ and hey presto, you’re in!

Make and manage bookings

How and where to find your appointment information

Check your upcoming appointment information in the Beauty & Detox Spa app, your account or confirmation email.

We’ll send you a booking confirmation for every appointment you book through Beauty & Detox Spa.

That tells you everything you need to know including the salon address, treatment info, the team member you’re booked with and your booking rescheduling and cancellation conditions. The Beauty & Detox Spa app has all of this info for you too under your account.

How to cancel your appointment?

On the Beauty & Detox Spa app, go to the main menu located on the top left-hand side of your screen, from here you can select Appointments>Upcoming appointments, then select the three dots on the appointment you would like to cancel, from here you can cancel your appointment.

How can I get in touch with a spa directly?

On the Beauty & Detox Spa app, go to the main menu located on the top left-hand side of your screen, from here you can select Appointments>Upcoming appointments, then select the three dots on the appointment from the spa you would like to contact, from here you can call the spa directly.