POLICIES
Booking
Please adhere to the following in order for us to be safe in our workplace and to create a safe environment for all clients.
We are now a female only salon. You can only book an appointment for yourself (unless booking a couples treatment or package) and your personal details as the female client must be correct. Full policies for all appointments must be read before arriving for your appointment. Please book appointments through the online booking system. It will require a 50% deposit to secure appointments. This is non-refundable if the appointment is missed without prior notice. Spa packages require payment in Full.
Cancellations and rescheduling must be more than 24hours before your appointment time. We will be unable to issue a refund if you do not turn up for your appointment or if you cancel with less than 24 hours notice.
To book appointments with a gift card open your gift card email and click on "view online" and then follow the instructions on the gift card booking page.
We are no longer taking on any new Male clients for individual appointments and any appointments made will be instantly cancelled. Thank you for your understanding.
Appointments
If you are feeling unwell then please cancel your appointment. Even if you do not have symptoms of COVID-19, as it is important we all remain safe and well.
Please arrive on time for your appointment as we may not have time to carry out your treatment if you are more than 10 minutes late and we may not have had time to clean the treatment rooms if you are early.
You will not be able to bring anyone else with you to your appointment and children will be unable to attend the spa.
There is CCTV on your arrival for your appointment and staff will come out to greet you.
On entering the spa you will need to use the antibacterial gel provided and for some treatments you will also be asked to wash your hands.
Tinting
A tint patch test is required at least 48 hours before your first tint treatment at The Secret Spa or if it has been at least 6 months since your last tint. Please do not book a Brow or lash tint without having a patch test as your appointment will be cancelled.
Waxing
Please inform your therapist if you have been using any retinol, acid peel masks or deep exfoliators before a wax treatment. These products need to be avoided for 2 weeks before waxing the same area. Ensure you have a clean face covering to put back on after any wax treatment on the face.
Microdermabrasion & Facials
Please inform your therapist if you have been using any retinol, acid peel masks, waxing or other deep exfoliators before a facial treatment. These products need to be avoided for 2 weeks before having microdermabrasion. Ensure you have a clean face covering to put on after any facial.
Salon hygiene procedures
Staff will be wearing a clean face mask to carry out all treatments and, where possible, we will also be wearing surgical gloves and an apron.
If staff are feeling unwell or have tested positive for COVID-19 then we will inform you and cancel your appointment.
Disposables are used where possible, all tools are cleaned and sterilised after each client, towels are laundered at 60 degrees after single use, and all areas such as handrails, seating and surfaces are cleaned regularly.
We use a UV and high temperature sterilising equipment as well as a card machine for contactless payments and a hygiene screen at reception.
We ask you not to use your phone, or reach into your pockets or handbags, during the course of your treatment.
Arriving early
The Spa entrance doors will be unlocked 5 minutes before your appointment time so please do not arrive any earlier as there is nowhere for you to wait. This is also important as I may not have had time to clean the treatment rooms if you are early.
Missed, or late, appointments
Not turning up for your appointment, or arriving 10 or more minutes late, is counted as a missed appointment.
A reminder will be sent via email using the details provided by the client on booking. If you miss an appointment your deposit cannot be refunded.
Please let me know, with as much notice as possible, if you are going to be late. Please understand that it may be necessary to cancel your appointment if we do not have enough time to carry out the treatment.
Cancelled Appointments
Please give more than 24 hours’ notice if you need to cancel your appointment as this will allow your appointment slot to be offered to someone else.
You have the option to reschedule your appointment via your confirmation email, this will carry over your deposit to the new appointment.
You will not be refunded automatically when you cancel your own appointment.
You are unable to cancel or reschedule your own appointment with less than 24 hours’ notice so please call or text if you are unable to attend at short notice. I reserve the right to require you to pay for subsequent appointments, in full, at the time of booking if previous appointments are missed.
Deposits
A 50% deposit is required for all bookings unless you are booking a spa package or couples treatment then full payment is required. This will need to be paid at the point of booking to confirm the appointment. This deposit is non-refundable, and non-transferable, if the appointment is missed, without prior notice as we will not have time to fill that slot.
Payments
Cash or card is accepted and contactless payment is available to pay the remaining for your treatments on the day. If you are paying over the phone then a link will be sent from our card machine to the phone number or email address that you provide. This will take you through an on line secure payment site. Your appointment will be confirmed once payment is received.
We do not hold any card details or payment information on file.
Gift Cards
When buying a gift card it is a product you are purchasing and they hold no cash value whether they are redeemed or not. Gift cards expire after 12 months from purchase date. No refunds can be issued for gift cards and we are unable to extend the expiry date. Your gift card can be used to make a booking for after the expiry date but only if payment is made before the expiry date. Your gift card number will not be accepted after the expiry date to make any payment. Gift cards cannot be accepted for collab events at The Secret Spa or any other venue.
Phones
Phone use during treatments is not permitted as this compromises the tight appointment times and hygiene. The Secret Spa creates a relaxing environment, free from the stresses and distractions of daily life, which is why we have a no phones policy. You will get the best from your treatment if distractions are not present.
Photos
Ssssshhh it’s a Secret! The Secret Spa is an environment where all staff and customers should feel relaxed and safe. We value your privacy and ask that you respect the privacy of others. So we do not permit photos to be taken of the Spa. Not sharing photos will also allow new clients to be able to enjoy the full Secret Spa experience. A before and after photo of your treatment may be offered by your therapist.
Children
Due to chemicals, tools, and high temperature equipment within the Spa we cannot accommodate children to attend with you for your own appointment, this includes anyone under the age of 18 years. For childrens spa packages please see description for individual terms and conditions.
Personal Data
On your first appointment you will be required to complete a consultation card and a GDPR form but I am now able to offer this form electronically when you book. We take the protection of your data incredibly seriously. Any personal data we have is held in a secure way in accordance with the regulations. We do not give out any of your data to third parties. Your data will only be used to contact you regarding your appointment or to help provide you with the best, most appropriate, treatments in future.