FAQs

What changes have you made in response to COVID-19?

COVID-19 has effected everyone and we ask that you bear with us and be considerate of our staff in this difficult time.

All customers are required to wear a mask in salon. If you do not have one, one will be provided for a nominal charge of £1. Customers are asked not to attend their appointment if they have been diagnosed with COVID-19 or have one or more of the symptoms being recent onset of a new, continuous cough, a high temperature or any loss of change of taste or smell. Only customers who are receiving treatments are allowed in the salon.

You will notice we have made a number of changes to the salon for your protection including introducing custom made glass screens separating therapists and customers at the manicure bar, social distancing measures to keep customers at a distance, hand sanitisation stations on arrival and at each station. Therapists will also be wearing visors and gloves at all times, with gloves changed between every treatment.

Can I book or cancel by telephone?

All bookings for TOWNHOUSE are taken online, making it super easy to check your appointment time once booked and cancel and reschedule if/when life happens.

We do not take bookings or cancellations by phone but we have made it super easy to do both online – give us a try or ask one of our staff in store who would be delighted to help.

Can I pay by cash / VISA / Mastercard / Amex / Apple Pay / Google Pay?

TOWNHOUSE only accepts payment by debit or credit card, no cash. We are just modern like that! We accept Visa, Mastercard, American Express, Apple Pay and Google Pay.

I am running late - can I cancel or reschedule my appointment?

We kindly ask that you aim to arrive 5 minutes before scheduled treatment time, so you can check-in. If you are running late, please let us know. We run a very tight ship and in order to ensure we can provide a high quality service to all clients, arrivals more than 10 minutes after the scheduled booking time may result in the appointment being cancelled and a charge equal to the cost of your treatment(s) being applied.

Can I cancel my appointment?

Cancelling/changing more than 2 hours in advance:

Life happens so we have made it super easy to cancel or change your appointment – please feel free to do so! Simply login to the website and find your booking (click the My Account icon at the top right) and select the booking you would like to cancel. Cancellations / changes more than two hours before your appointment start time are completely free.

Cancelling/Changes Within 2 Hours / No Shows:

We run a tight ship so cancellations / changes within 2 hours and no shows will result in a charge equal to the cost of the treatments you have booked in for.

I have a medical condition or allergy - how do I let you know?

At checkout, please enter relevant information into the box titled ‘Please list any allergies/medical conditions we should be aware of’. Please refer to our Terms & Conditions for a list of conditions that may prevent us from completing treatments. If you have any concerns, please send us an email or call ahead and speak to a member of the team.

Can I request a specific therapist?

At TOWNHOUSE we provide an extensive training program to ensure all therapists are skilled to provide treatments the TOWNHOUSE way. That way, all clients can experience the same high quality treatment regardless of the day of the week or the time of the day. Should you wish to express a preference for a therapist, please enter their name in the comments box when booking. We will do our best to accommodate but this is not always possible.

Is there a service charge? How much should I tip?

At TOWNHOUSE all we want is your love! That means the price you see is the price you pay – simple, no service charges, no pressure to tip unless you wish to do so.

Do you allow walk-ins?

Due to limited availability we recommend that all clients book in advance. That said, if you are walking by you are welcome to ask at reception to check latest availability and we will do our best to accommodate you.

Are you on Treatwell?

We do not use any third party booking systems. If you wish to make an appointment please click Book Now on our website.

Can I bring a friend/family member with me?

There is limited waiting space at TOWNHOUSE and all waiting areas are reserved for customers purchasing a treatment from TOWNHOUSE.

Can I eat in the salon?

For the convienience of other customers we do not allow food to be consumed in the salon.

Can I drink in the salon?

TOWNHOUSE offers all its clients complimentary water and for clients over the age of 18, the option of purchasing selected alcoholic beverages. Due to licensing restriction only alcohol sold and served by TOWNHOUSE may be consumed in the salon. Non-alcoholic beverages from outside TOWNHOUSE may be consumed while visiting.

Can my pet join me at TOWNHOUSE?

Clients are permitted to bring one small (under 5kg) well behaved dog with them into the salon. For the convenience of other customers, your dog must be kept in a dog bag while in the salon. Service animals are of course always welcome!

Do you allow babies/children in the salon?

Unfortunately we do not allow children on under the age of 12 on the premises. Any child over the age of 12 and under the age of 16 must be accompanied by an adult and we will require a parental consent form to be completed if they are receiving a treatment. If you arrive with children you not be permitted to have your treatment and will forfeit your total treatment cost. We apologise in advance for the inconvenience.

How do I apply for a position at TOWNHOUSE?

Please visit our Careers page on our website. We would love to hear from you!

How do I make a complaint / send compliments / get in touch?

Please send us an email for the attention of the manager to customerservice@mytownhouse.co.uk and we will come back to you shortly.