No. You don’t have to take a certain amount of work as a Secret Spa therapist so please don’t worry if you cannot accept bookings. It is completely flexible to fit around your own diary. Rejecting bookings does not affect the number of bookings you are sent, simply accept any bookings you can do and reject any you can’t.
For all App bookings you are required to swipe when you are ‘on the way’, have ‘arrived’ and ‘finished’. After you have swiped to say you have finished a booking, the customer’s card is charged and the payment goes into a holding account in Stripe. You should have been set up with a Stripe account after your trade test.
Your fee then takes a total of 6-11 working days to reach you. Please note this does not include weekends or bank holidays. The payment automatically transfers into your account, you will be able to see the amount in your Stripe account 4 days after the booking has been completed.
If you do multiple bookings on the same day, this will appear in Stripe and in your account as one payment, not separate payments for each booking.
For all non-App bookings which include events and additional expenses, payments are made every Friday for bookings that took place up until and including the Friday before. Eg. if you worked at an event on Thursday 10th January, you will be paid on Friday 18th January.
If you ever have any queries regarding payments please email team@34.90.49.163 and the relevant member of the team will get back to you.
After a client has had a booking with you, they will be given the option to add you as a ‘favourite’. This means that the next time they go to book, they will be asked whether they would like to send the booking to you directly. This feature is hugely popular with our clients and is a great way for you to build up a client base under Secret Spa.
If the client books and requests you as a favourite, you will be notified of this. Please note clients can have multiple favourite therapists.
If you are unable to do their requested time, please feel free to offer alternate times in your WhatsApp group and we offer these to the client
Yes.
If a customer cancels an appointment with more than 24 hours notice then they will not be charged for the booking, therefore you will not be paid for this.
If a customer cancels an appointment with between 12-24 hours notice then they will be charged 50% of the treatment cost. Therefore you will be paid 50% of your original fee.
If a customer cancels with less than 12 hours notice then they will be charged 100% of the treatment cost. Therefore you will receive the full treatment fee.
Please note, when a booking is first confirmed the client has 15 minutes to cancel their booking free of charge, regardless of the date and time.
In some cases, particularly with favourite requests, a reschedule is negotiated, however this is at your discretion.
For marketing bookings, the cancellation policy is slightly different. If the client cancels anytime within 12 hours of the booking taking place, you are paid 50% of the fee.
If one of your upcoming bookings is cancelled, you will receive a push notification to your App and an email detailing this along with any fee you may have received.
If your client would like to have an additional treatment, providing you have the time and are happy to do this, you need to inform the client of the additional cost and are free to carry out the client’s request.
Please charge the booking out as normal as changes cannot be made until the booking has been completed. You will then need to email team@34.90.49.163 with the name of the client, date of the booking and the extra treatment(s) you carried out. If you do not inform us of this, the customer will not be charged and you will not be paid.
If your client wants to remove any treatments at the time of their booking which would result in a lower therapist fee, you are still entitled to the full original fee. Please inform the client that they will still be charged as it is an ‘on the day’ cancellation.
If you would prefer not to charge the client please charge the booking out as normal as changes cannot be made until the booking has been completed. You then need to email team@34.90.49.163 with the name of the client, date of the booking and the treatment(s) you did not carry out. We will then issue the client the refund accordingly.
If you are running less than 15 minutes late for an appointment we advise that you please contact the customer before the booking is due to start to let them know. Advise them where you are, why you are late and your ETA.
Please then contact the office via WhatsApp to let us know that you will be late but have advised the client.
If you are going to be more than 15 minutes late to an appointment please contact the office via WhatsApp first so we can assess the situation and decide who should speak with the customer. If for any reason you cannot get hold of the office please do contact the customer.
We have a 15 minute grace period for both you and the client. If your client is running under 15 minutes late, please wait for them to arrive. If a client is running over 15 minutes late, we will be in touch with instructions on how to proceed.
If for whatever reason you can no longer make a booking, please contact the office ASAP via your WhatsApp group.
The client has the option to select up to three different times they wish to have their treatments. If the client has requested more than one time, please confirm the time that you are available for. If you are available for all the times, please confirm the first time requested as this is usually the clients’ preferred time.
The Secret Spa office hours are 9am-5.30pm Monday-Friday, however a member of the team will be on hand via your WhatsApp group and our office number between 7am and 10pm daily.
If you require assistance regarding a booking, please message in your dedicated WhatsApp group or call 02070960506. If it is in regards to anything else including training and payments, please email team@34.90.49.163.
No, it is your responsibility to cover any additional costs incurred for carrying out bookings. We always advise planning your journey and parking arrangements in advance. Some of the best Apps to help you do this are Waze, Google Maps, Just Park and Parkopedia.
If a booking has not been taken and you could do it with an additional cost to cover an expense such as congestion charge, do let us know and we can contact the client in regards to this.
For booking requests outside our usual serving area including weddings or group bookings, there will be an additional fee to cover your time and travel expenses. This is confirmed on a case by case basis.
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