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 pleased to now offer treatments for male clients! (Does not include intimate waxing for men). We are committed to providing a safe and respectful environment for everyone. Therefore, we will not tolerate any inappropriate comments, requests or behaviour.
Full policies for all appointments should be read before booking your appointment. Cancellations and rescheduling must be more than 48hours 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 48 hours notice for any reason.
A 50% booking fee is required for treatments when booking and this is deducted from the remaining balance when you attend your appointment. Full payment is required when booking events, couples treatments or spa packages.
We thank you for your understanding. 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.
Appointments
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 in between clients if you are early.
You will not be able to bring anyone else with you to your appointment and children under age 8 will be unable to attend the spa. There is CCTV on your arrival for your appointment and staff will come out to greet you at the door.
On entering the spa we ask you to use the antibacterial gel provided and for some treatments you will also be asked to wash your hands.
Lashes & Brows
A patch test is required at least 48 hours before your first treatment for all Lash lifts, brow laminations or tinting at The Secret Spa. You will also need to have another patch test if it has been at least 6 months since your last Lash lifts, brow laminations or tint. Please do not book a Brow or lash appointment 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 and after waxing the same area.
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 or after having microdermabrasion.
Salon Hygiene Procedures
Staff may 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 for any reason, your booking fee 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 and your booking fee cannot be refunded with less than 48 hours notice for a cancellation.
Cancelled Appointments
Please give more than 48 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 booking 48 hours outside of your appointment time 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, this is done manually so please inform us of your cancellation for refund to be processed, but this can only be done if cancelling with at least 48 hours before your appointment.
Booking Fee
A 50% booking fee is required for most bookings unless you are booking an event, 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, non-transferable and cannot be rescheduled if the appointment is missed or cancelled with less than 48hours of your appointment for any reason.
Events
Events are paid in full at booking and they are non-refundable and cannot be transferred or rescheduled. Please ensure that you are able to attend before booking. However, we are happy for you to gift your event ticket/slot to a family member or friend to fill the space. We just ask that you inform us of the name change 48 hours before the event.
Payments
Cash or card is accepted and contactless payment is available to pay the remaining balance of your treatments on the day. 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.
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.
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.
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 we cater for children aged 8 and above.
Personal Data
On your first appointment you will be required to complete a consultation card. 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.
Cookies
Cookies are small text files placed on your device when you visit a website. We use them in two ways:
Analytics cookies (Google Analytics 4)
With your consent, we use Google Analytics to understand how visitors use our website — for example, which pages are most popular and how people find us. This helps us improve our site and services. These cookies collect anonymous, aggregated data and do not identify you personally. We never sell this data. You can accept or decline these cookies using the banner shown on your first visit, and you can change your preference at any time by clearing your browser cookies and revisiting the site.
Functional cookies (Ovatu booking system)
Our online booking, gift card, and client login pages are powered by Ovatu, a third-party booking platform. When you use these pages, Ovatu may set cookies that are strictly necessary to make the booking and login service work. These cookies do not require your consent as they are essential to providing the service you have explicitly requested. Ovatu's own privacy policy governs how they handle your data.
Your choices
You can manage or delete cookies at any time through your browser settings. Declining analytics cookies will not affect your ability to use our website or book appointments. For more information about cookies generally, visit allaboutcookies.org.