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Coronavirus Protection Plan

We’ve introduced several protection and social distancing measures to keep our Urban Retreat community – our passionate team and much-loved customers – safe. You can read our full Coronavirus Protection Plan by downloading it here.

Your Customer Journey

On Arrival

Please arrive at the allocated time of your appointment, as we strive to stagger clients’ arrivals. We ask you to arrive unaccompanied, you will be required to sanitise your hands and we will provide you with a face mask which we ask you to wear for the duration of your visit.


Clients will be required to hang their own coat/bag in our designated cloakroom space. Only your mobile phone/wallet can be brought with you into the service area, so please limit what you bring.

Multiple Services

We strongly encourage customers to book multiple services in one visit, in order to limit the number of times you need to come in for a service.

Food & Drink

We will not be serving food, and a complimentary tea or coffee is available per visit.


In order to limit contact inside the salon, we will now require a 100% deposit to secure any booking, with a 24hours notice cancellation policy. Due to the need of sourcing additional PPE for our staff, to ensure the highest standard of safety, we will be adding a PPE surcharge of £2 to each visit.



We are lucky that we are located within a 12,000 sq. ft. 5 storey building which allows us to strictly follow social distancing guidelines. Where possible we are implementing a one way walking system.


Doors and windows may be open throughout the building in order to ensure good ventilation, so please bear with us if it is slightly cooler than normal.

Antibacterial Spray

Whilst closed, we had specialists come in to spray our premises with MVX Protex spray. This is a revolutionary nanocoating which protects surfaces from viruses and bacteria.



All staff are required to wear PPE, and is available for clients, including face masks, gloves and face visas.


All our team members have received extensive training on ensuring all services are conducted in a safe, hygienic and professional manner.

We do appreciate your patience and support as we work through this together. If you have any concerns, please get in touch with our Customer Relations team on

Download the full Coronavirus Protection Plan here.

Please view our Special License with the London Borough of Kensington and Chelsea here.