FAQS AND POLICIES

Policy FAQs

  • You may cancel your appointment up to 24 hours before free of charge, either via your Fresha account or by contacting the studio via phone, email or message.

    Ahead of your treatment with us, we kindly request a 50% deposit to confirm your appointment. Late cancellations less than 24 hours before your appointment will incur a charge of 50% of your treatment price; meaning your deposit will not be refunded.

    If you fail to show up to your appointment with no notice, you will be charged 100% of the treatment price.

    If you contact us less than 24 hours before your treatment with reasonable notice, we will always endeavour to fill your appointment by listing your treatment on our Instagram stories. If your appointment fills, the late cancellation fee will be waived and your deposit will be refunded back to you within three working days.

    By booking a treatment with us, clients agree that they accept our policies. As a small business, it is crucial that we adhere strictly to our policies in order to pay our team a fair wage and we greatly appreciate your understanding and cooperation.

  • If you cancel your treatment less than 24 hours before, but offer to reschedule your appointment, the 50% late cancellation fee for your missed treatment still applies, as our therapists need to be paid for their time.

    If you contact us less than 24 hours before your treatment with reasonable notice, we will always endeavour to fill your appointment by listing it on our Instagram stories.

    If your appointment is filled by another client, the 50% late cancellation fee will be waived.

  • We’re sorry to hear that you’e feeling unwell. Unfortunately, if you inform us less than 24 hours before your treatment, our late cancellation policy still applies, as our therapists need to be paid for their time.

    If you contact us less than 24 hours before your treatment with reasonable notice, we will always endeavour to fill your appointment by listing it on our Instagram stories. If your appointment fills, the late cancellation fee will be waived.

    All restrictions for Covid-19 have been lifted in the UK, therefore the late cancellation fee will not be waived if you are unwell with Covid.

    If you arrive at your treatment very unwell, our team reserves the right to turn you away from your treatment and reschedule your appointment and you will not be charged.

  • We kindly ask for a 50% of the treatment price as an upfront deposit in order to confirm your appointment. This is to protect us as a microbusiness against late cancellations and no shows, to ensure that we can pay our team and cover our overheads.

    Shortly after booking your appointment, you will receive an email from our booking system Fresha requesting the deposit. Once your appointment is complete, you can settle the remaining balance with our Front of House team at the studio.

  • Yes, all clients are required to pay a 50% deposit to confirm their appointment, even if they have a prepaid voucher. This is to protect us as a small business against late cancellations and no shows, to ensure we can pay our team for their time and cover our overheads.

    If your deposit has not been settled 24 hours ahead of your treatment, we reserve the right to cancel your booking and open the appointment up for other clients to book.

    If you have a gift voucher to redeem, this will be applied by our Front of House team at the studio, following the completion of your treatment.

    Please bring your voucher code with you. If you are settling the cost of your treatment with a re:lax gift voucher and you are unable to find the voucher code, if you are able to provide the name of the person who purchased the voucher for you, we can search for your voucher in our system and apply it accordingly.

    If your voucher covers the full balance of your treatment, your deposit will be refunded back to you within three to four working days.

    Unfortunately, our booking system does not allow partial refunds of deposits paid. If you would like to use the entire value of your voucher, but the value of the deposit paid is greater then the remaining balance of your treatment, your deposit will be refunded to you in full and the excess of your treatment will need to be settled with an additional card payment.

    Your deposit will be refunded back to the card you paid with within three to four working days.

  • We recommend arriving around five minutes ahead of your treatment time, so you can relax in our waitspace, have a drink and use the bathroom if you need to.

    If you are running late, your treatment will finish at its originally scheduled time and your therapist will be unable to run over. The price of your treatment will also remain the same.

    Your therapist will do their utmost to do what they can in the time, but some elements from the treatment may need to be omitted.

    If you are more than ten minutes late for a 30 minute treatment, we reserve the right to cancel your treatment and you will be charged in full for the appointment.

  • If you have a contagious skin infection, our team reserves the right to turn you away from your treatment and reschedule your appointment.
    You will not be charged for this.

    If you have a diagnosed contagious skin infection, please inform
    us as soon as possible. You can cancel your treatment up to 24 hours before your appointment free of charge. We will follow NHS guidance and reschedule your treatment accordingly.

    If you cancel your treatment less than 24 hours before due to a contagious skin infection, we will ask to see proof of diagnosis from a doctor or images of the infection in order to waive the cancellation fee. If proof cannot be provided, you will be charged a 50% late cancellation fee for your treatment.

  • When booking a treatment with us online, you can either choose your therapist or agree to our system selecting a therapist for you. Our website includes a team page, which can assist you to make your choice. 



    Shortly after booking, you will receive an email from our booking system Fresha, which includes the name of the therapist who will be doing your treatment.

    Please kindly note that our team is made up of both male and female therapists. If you would like to request a certain therapist, it is a client’s responsibility to request this ahead of time and we ask that you please select their name on the booking system or call our Front of House team in advance for assistance. 



    If you arrive at your appointment and would like to request a different therapist, we may not be able to accommodate this due to other client bookings and you will be charged a late cancellation fee.

  • Unused gift vouchers and packages are non refundable.

    Our treatment gift vouchers and packages are valid for one year from the date of purchase.

    If your gift voucher expires, you are welcome to pay a £20 admin fee to extend the voucher by three months.

  • We may occasionally ask if you would be happy to move your appointment 15 minutes earlier or later. This could be to accommodate another client, or to avoid empty time in our therapists’ day.

    Our team will always ask for your permission before moving your treatment time and you reserve the right to say no if the proposed treatment time is inconvenient.

  • Occasionally your treatment may be cancelled at short notice due to staff illness. We will always endeavour to do our best to cover your treatment where possible, however we are afraid that this isn’t always possible.

    We may offer you a treatment with another therapist at the same studio or at our other studio.

    If we have a treatment available with another therapist, but you would prefer to wait to see your regular therapist, we would be delighted to help you to reschedule your treatment or leave this with you to reschedule online at your convenience.

  • Yes please.

    We ask that you please complete your consultation form before every treatment with us, as skin and the body changes.

    You may have a new allergy that we aren’t aware of or your skin may be more sensitive to certain treatments since the last time we saw you.

    Completing your consultation form ensures that your therapist can get a full picture of your skin and your goals, so that you can get the most out of your treatment.

  • Unfortunately we are unable to accept re:lax skin store vouchers as payment for our treatments and vice versa, as re:lax skin store is a separate business to our studios.

  • We are a cashless business and accept card payments only. We thank you for your understanding.

Treatment

FAQs

  • You must wait 14 days after receiving injectables before coming to see us for a treatment.

  • Our Deep Cleansing facial is our only treatment which features extractions.

    If you would like extractions to be included in your treatment, please ensure that you book the Deep Cleansing treatment, or they will not be featured as a part of your facial.

  • We are proud to offer cancer safe treatments with Esme at our Hackney studio. Having trained in facials and body massage with Jennifer Young, these treatments are suitable for clients who are currently receiving cancer treatment, in remission or for those who have had cancer in the past and would like to ease back into having treatments.

    Once you have completed your cancer treatment, if you would like to have an alternative treatment from our menu e.g. the Signature facial, we kindly ask that you please get proof of sign off from your consultant ahead of your treatment with us.

  • While your skin may appear more hydrated, glowing and lifted after one treatment, any skin goal requires consistency and aftercare at home. We often compare this to fitness goals; you wouldn’t go to the gym once and expect to reach all of your goals from one session.

    Your therapist will talk you through changes that they would like to see you make at home in order to help you achieve your skin goals and how often they recommend that you return for treatments with us at the studio.

  • Your therapist may request to take a photo of your skin prior to your treatment beginning, if they notice something of note, for example a mark, bruise, eczema or dry patches on the skin. This will be added to your Fresha profile and is kept securely for own own records and will never be shared.

    We do not take before and after photos of your skin, however many of our clients choose to track their own progress with photos.



  • Not at all, come as you are. All of our treatments begin with a deep double cleanse and your therapist will remove your make up for you.

  • As much as we love dogs, we cannot accommodate furry friends in our treatment rooms, as although cosy, they are sterile environments.

    Dogs are welcome in our waitspace at Unit 34 in Hackney and in our reception area in our Borough Yards studio if you come in to chat to our team, make an appointment or to shop.

    However, please note that our team cannot look after your pets while you have your treatment.

  • Babies are very welcome to join their parent in the treatment room. Your pram can fit next to the bed, or feel free to place your baby on your chest while you relax.

    Children under the age of 14 cannot be left in our waiting areas unattended at either studio.

    We understand that childcare can fall through. If you need to bring your child to your treatment, please note that they must come inside the treatment room with you.

  • In Hackney, please check in with our front of house team at our waitspace in Unit 34, The Gossamer City Project.
    If you are at Containerville, you’re in the wrong place! We’re located just a short walk away at another shipping container space on The Oval.

    In Borough Yards, our main door remains locked. Our front of house team will welcome you in and show you to our waiting area.

    On rare occasions, there may be no front of house at the studio. Please arrive at the time of your appointment and your therapist will meet you outside of Unit 34 in Hackney or welcome you into the studio at the time of your appointment in Borough Yards.

  • Absolutely. Children under the age of 16 will need to be accompanied by a parent or guardian inside the treatment room and a consent form will need to be signed prior to the treatment. We recommend the parent or guardian to assist with filling out the consultation form, so that our therapist can get a full picture of your child’s skin.

  • Yes absolutely. Our Borough Yards studio is completely accessible and we also have our own bathroom in the studio, which is accessible.

    Our Hackney waitspace and studios are housed in shipping containers, which feature a small step up to enter, making them not as easily accessible for wheelchair users.

    If you require assistance transferring from a wheelchair onto the treatment bed, we kindly ask that you bring assistance with you.

    Our team are on hand to assist with anything you may need and if you have any questions about accessibility at our studios, please don’t hesitate to get in touch.