Cancellation Policy


  • Your appointments are very important to the service providers at Urban Retreat. Your appointment is reserved especially for you and, while we understand that sometimes schedule adjustments are necessary, we respectfully request at least 24 hours’ notice for cancellations.
  • Please understand that when you forget or cancel your appointment without giving notice, we miss the opportunity to fill that appointment time, and clients on our waiting list miss the opportunity to receive services. We will confirm your appointment with you 48 hours in advance because we know how easy it is to forget an appointment you booked months ago.
  • Please note that only cancellations by phone call, email, or via our booking platform will be valid please do not text or message on our social media platforms.
  • All appointments will require a valid payment card to be stored on our system before an appointment can be confirmed. All payment cards stored with us are held securely and would only ever be charged if there is a cancelation or no show recorded.
  • As the services are reserved for you personally, a cancellation fee will apply if you fail to give at least 24 hours’ notice that you will not be able to make your appointment.
  • Less than 24 hours’ notice will result in a charge equal to 50% of the reserved service amount.
  • ‘No shows’ will also be charged 50% of the reserved service amount.
  • For appointments made within the 24-hour period, if you cannot make your appointment, please cancel within 4 hours of your appointment time. Failure to do so will result in a charge equal to 50% of the reserved service amount.
  • The cancellation policy gives us the time to inform our standby guests of any availability and keeps our associates and providers’ schedules filled. Our aim is to provide you with an excellent level of service and our policies help us to achieve this. Thank you for viewing and supporting our policy’s criteria.
  • We reserve the right to cancel your appointment with us at anytime.


Appointment Confirmation Email & Text


  • As a courtesy, we will confirm your booking by email at the point of booking, and by text and email 48 hours prior to your appointment. Please do note however that it is your responsibility to remember your appointment dates and times to avoid late arrivals, missed appointments and the cancellation fee.




  • Our marketing emails and text messages comply with the electronic marketing rules in PECR as well as data protection laws, where relevant.
  • You may choose how you wish to hear from us by consenting to email or SMS communications, or both via your account settings.
  • All marketing emails and text messages will only be sent by official Urban Retreat accounts and 3rd party booking system, Zenoti. Will tell you how to opt-out should you wish to unsubscribe.




  • By signing up to be an Urban Retreat Member, you opt into our mailing list offers sent by email and SMS.
  • Your data is always safely stored in line with PECR and data protection laws. Emails and text messages will be sent only by official Urban Retreat accounts or our 3rd party booking system, Zenoti.
  • The UR Membership is free of charge. Please note card details will be stored on file for all UR members.
  • Membership discount and red-letter discounts cannot be used in conjunction with any other offers.
  • Members must present proof of membership to receive discount at FlavoUR.
  • Only one red letter offer is redeemable per week to the named member. This offer cannot be shared and is non-transferable.
  • Members will need to adhere to UR Cancellation Policy


Urban Retreat

18-19 Long Lane