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.


Urban Retreat - Reward Loyalty Programme

1. Urban Retreat’s (UR) Reward Loyalty Programme (the “Programme”) will entitle customers, entirely free of charge to earn reward points, which may be redeemed against UR house services, qualifying products, and qualifying promotions as will be applicable from time to time.

2. Customers who participate in the Programme will become Members.

3. Members of the Programme can earn reward points upon purchase of qualifying house services, products, or promotions (qualifying purchases). A service, product or promotion will be defined as qualifying, if UR has specified that the same is part of the Programme. Reward points which are earned from qualifying purchases may be used at any other UR location. Reward points earned will only be valid and redeemable against qualifying purchases. Members will not be able to redeem reward points in connection with excluded products, which will be specified from time to time. For more information on the products or services which will not earn you any reward points, please refer to Customer Services.

4. At the point where rewards are being redeemed, the Member should always be aware that house services are subject to availability and that UR reserves the right to substitute and or change the house services at any time at its discretion.

5. Reward points maybe redeemed during the calendar year. Reward points will remain as a credit on the Member’s account for a period of one (1) full calendar year. Members should be alert to the fact that the contents of the Programme is subject to regular changes, and it is recommended that Member’s redeem their reward points as soon as convenient.

6. When redeeming their points, Members will be treated like any other customer, in that they will be given an appointment in the normal way. Membership of the Programme will not enable the Member to receive any preferential treatment, save the ability to redeem their reward points against qualifying purchases.

7. UR’s decision is final as to how reward points are allocated and used.

8. Reward points may not be used in conjunction with any other offer.

9. The reward points are not transferable and are only available to the Member who earned and qualified for the points in the first place.

10. UR will use personal information obtained through the Programme for administration purposes. Information obtained via the Programme may be shared with selected third-party partners, where the Member has provided their consent and for market research and statistical analysis. All personal information will be used in accordance with applicable Data Protection Legislation, statutes, and UR’s Terms and Conditions.

11. For the avoidance of any doubt, UR reserves the right to suspend or cancel the Programme at any time and for any reason. UR also reserves the right to suspend or cancel the Programme and any benefits associated with it, if it believes that Members are not using the Programme, in accordance with these Terms and Conditions.

12. These Terms and Conditions do not affect the Members statutory rights.

13. These Terms and Conditions are governed by English law and are subject to the jurisdiction of the Courts of England and Wales.


Urban Retreat

18-19 Long Lane