Booking Information

At The Secret Spa, we take great pride in creating a serene, safe, and luxurious environment for every guest. To ensure the highest standards of care, comfort, and professionalism, we kindly ask that you review the following information before booking.

Client Eligibility

We are delighted to welcome male clients to enjoy our treatments. Please note that intimate waxing for men is not available. To preserve the tranquillity and respect of our space, any inappropriate comments, requests, or behaviour will not be tolerated.

Before Booking

We encourage all guests to read our full policies prior to scheduling an appointment. Cancellations or rescheduling must be made more than 48 hours before your appointment time. Refunds cannot be issued for missed appointments or cancellations made with less than 48 hours’ notice for any reason.

A 50% booking fee is required for most treatments and will be deducted from your remaining balance on the day. Full payment is required for events, couples treatments, and spa packages.

To book using a gift card, simply open your gift card email, select “View Online”, and follow the instructions provided to assign to your account or use the voucher code at checkout when booking.

Appointments

Arrival

Please arrive at your scheduled time. Arrivals more than 10 minutes late may mean we are unable to complete your treatment. Arriving early may interrupt our preparation and sanitisation process, so we kindly ask that you arrive at the correct time.

For the comfort and privacy of all guests, only the person receiving the treatment may attend. Children under 6 are unable to enter the spa.

CCTV is in operation at the entrance, and a member of our team will greet you upon arrival. We ask all guests to use the antibacterial gel provided, and some treatments may require handwashing.

Treatment Requirements

Lashes & Brows

A patch test is required at least 48 hours before your first lash lift, brow lamination, or tint. If it has been 6 months since your last treatment, a new patch test is required. Appointments will be cancelled if a patch test has not been completed.

Waxing & Microdermabrasion

Please notify your therapist if you have used retinol, acid peels, exfoliators, or have recently been waxed. These products must be avoided for 2 weeks before and after microdermabrasion or waxing.

Hygiene & Safety

Your wellbeing is our priority. Our team may wear clean face masks, gloves, and aprons during treatments.

We use disposable items where possible, sterilise all tools after each client, launder towels at 60°C after single use, and regularly sanitise all surfaces. We also use UV and high‑temperature sterilising equipment, offer contactless payments, and have a hygiene screen at reception.

To maintain cleanliness, we kindly ask that you refrain from using your phone or reaching into pockets or bags during treatments.

Arrival Times

To preserve the calm atmosphere and ensure treatment rooms are fully prepared, we ask that you arrive on time for your treatment.

Missed or Late Appointments

Arriving 10 minutes late or failing to attend is considered a missed appointment. Booking fees are non‑refundable for missed appointments.

If you expect to be delayed, please contact us as soon as possible. If we cannot complete your treatment, the booking fee will not be refunded.

Cancelled Appointments

Please provide more than 48 hours’ notice if you need to cancel. You may reschedule via your confirmation email up to 48 hours before your appointment, and your booking fee will transfer to the new date.

Refunds for cancellations made with more than 48 hours’ notice are processed manually — please notify us once you have cancelled.

Cancellations or rescheduling with less than 48 hours’ notice must be made by phone or text. Repeated missed appointments may require full payment at the time of booking.

Booking Fees

A 50% booking fee is required for most treatments and will be deducted from your remaining balance on the day. Full payment is required for events, couples treatments, and spa packages.

Booking fees are non‑refundable, non‑transferable, and cannot be rescheduled if the appointment is missed or cancelled with less than 48 hours’ notice.

Events

Event bookings are paid in full and are non‑refundable and non‑transferable. If you are unable to attend, you may gift your place to a friend or family member. Please inform us of any name changes at least 48 hours before the event.

Payments

We accept cash and card payments, including contactless. For phone payments, a secure payment link will be sent via email. We do not store card details.

Gift Cards

Gift cards are a product purchase and hold no cash value. They expire 12 months from the purchase date and cannot be refunded or extended.

Gift cards may be used to book appointments scheduled after the expiry date only if payment is made before the expiry date. Gift cards cannot be used for events or for purchasing skincare products.

Phones

To preserve the peaceful atmosphere of The Secret Spa and maintain hygiene, phone use is not permitted during treatments.

Photos

To protect the privacy and comfort of all guests, photography inside the spa is not permitted. Your therapist may offer before‑and‑after photos of your treatment if appropriate.

Children

For safety reasons, children under 18 cannot accompany you to your appointment. Children’s spa packages are available for ages 6 and above — please refer to individual package details.

Personal Data

You will be asked to complete a consultation form at your first appointment. We take data protection seriously and store all information securely in accordance with GDPR. Your data is used solely for appointment management and to ensure safe, appropriate treatments. We do not share your information with third parties.

Last updated: 19 March 2026