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About

What is Secret Spa?

Secret Spa is a premium on-demand booking service dedicated to providing luxury treatments and exceptional client service at your convenience.

We offer a menu of treatments from hand-picked therapists, in the convenience of your home, office or hotel. With simple booking technology customers can set appointments on their terms.

Which areas do you work in?

At present, we cover all areas in Greater London as well as some of the Home Counties, Manchester, Cheshire and Brighton.

If you are not sure if we cover your area please contact us on 02070960506 or bookings@secretspa.co.uk and we will see if we have a therapist available to travel to your location.

What happens if you don't have a therapist available?

We will endeavour to fill your time slot from our hand-picked network of therapists. In the unlikely event that we cannot, we will be in touch suggesting an alternative time slot.

How do I pay?

You can pay by debit or credit card on the app or website.

All payments are made securely through Stripe.

Should I tip the therapist?

Tipping is at your discretion. It is possible to add a tip to your payment on the app, and you are welcome to tip your therapist in cash.

Is there a minimum spend?

We have a £35 minimum booking value in London.

How can I cancel my appointment?

If you are unable to keep your appointment, you can cancel it via the Secret Spa app or website. Simply click on “Bookings,” select the booking you wish to cancel, then choose “Cancel Booking” and provide the reason for cancellation. You can also contact our client support team via bookings@secretspa.co.uk to cancel your appointment.

Please note that if you are cancelling within 24 hours of your appointment time, you will be charged according to our cancellation policy.

What is your cancellation policy?

Bookings cancelled before your booking has been confirmed will not be charged.

Bookings cancelled within 15 minutes of making the booking will not be charged.

Bookings cancelled within 12 hours of the appointment will be charged in full.

Bookings cancelled within 24 hours of the appointment will be charged at 50%.

If we are able to successfully reschedule your booking with the same therapist you will not be charged. Please note it is at the discretion of the therapist to reschedule your booking free of charge, and the rescheduling would need to take place in the following 2 weeks

In the instance of lateness for an appointment, we offer a 15 minute grace period for both the customer and the therapist.

 

Bookings

Where should the therapist set up in my house?

We want your experience to be a relaxing one, therefore we would recommend that our therapist sets up in a room that is private and warm.

For many of our treatments our therapists will need access to a power socket, good lighting and running water.

Our therapist will endeavour to arrive 10 minutes early to ensure that they are set up and ready for your treatment.

What equipment will I need for the treatment?

Your mobile therapist will bring all the equipment and products needed to perform the treatments. We ask customers to provide their own towels during this period. We recommend 2 to 3 bath towels for any massage or facial treatments.

For Manicures & Pedicures, you will need two chairs and a table with a power socket close by.

For Facials, Massage, Waxing the therapist will bring a portable bed. The bed is about 6ft long and 2ft wide; please ensure in advance of the therapist arriving that you have room for the portable bed.

For Spray Tanning, your therapist will need an area large enough for a portable tent that is 1 metre wide and deep. They will need access to a power socket and sometimes access to running water.

For Hair treatments you will need a power socket close by and we advise a mirror nearby or to hand.

What happens if I am running late?

We totally understand the impact of traffic, children etc. Therefore, we do offer a 15-minute window for both you and the therapist.

If you are more than 15 minutes late for your booking you will still be charged for the full treatment, but your therapist will only be able to work until the end of the original timeslot.

What should I do if I have had a past medical condition or something I am worried about?

If you have had a past medical condition or have any current health concerns, we recommend contacting our client support team at bookings@secretspa.co.uk before booking. This will allow us to ensure that your therapist can accommodate your needs. Additionally, please consult with your doctor to confirm that you are medically cleared for any treatments.

What would prevent me from having a treatment?

Certain medical conditions and infectious or contagious conditions may prevent you from having a treatment. These include flu, cold sores, fungal infections, and other contraindications. We recommend speaking with your doctor before booking and reaching out to our client support team at bookings@secretspa.co.uk to ensure that your therapist can accommodate your needs.

What conditions would restrict a treatment?

If you have any recent scar tissue, skin allergies, cuts, eczema or bruising we recommend speaking with your doctor before booking and reaching out to our client support team at bookings@secretspa.co.uk to ensure that your therapist can accommodate your needs.

I want a service that you don’t have on your menu. Can you still help me?

We work with the best professionals in the UK and have an extensive network. If you are in need of a specific service, please do get in contact on bookings@secretspa.co.uk or 0207 096 0506 and we will speak to our network on your behalf.

 

Therapists

How do you choose your specialists?

We have a rigorous vetting process and personally trade-test all of our therapists. We only work with the very best therapists, so you can relax knowing that you are in safe hands. All of our therapists are background-checked, have a clear DBS (criminal record), have worked with leading beauty brands and have extensive experience.

Do your professionals have insurance?

Yes, we ensure that all the therapists we work with are fully insured.

Can I request the same therapist?

You can choose your favourite therapists in the app and request them for your next booking. If they are not available at the time you require we will notify you and ask whether you would like to use another therapist or wait for your preferred therapist’s next available time slot.

How can I join as a therapist?

If you or someone you know would like to join as a therapist please email team@secretspa.co.uk.