FAQs

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. That keeps our telephone line free for emergencies and advice on events and keeps our staff free to make all our lovely clients happy! We do not take bookings or cancellation by phone but we have made it super easy to do both online – give us a try or ask one of our staff who would be delighted to help.

Can I pay by cash / VISA / Mastercard / Amex?

TOWNHOUSE only accepts payment by debit or credit card, no cash. We are just modern like that!

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.

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 the late cancellation fee being levied. The late cancellation fee is equal to £40 or the cost of the treatment booked (if lower). 

Can I cancel my appointment?

Cancelling more than 2 hours in advance

Life happens so we have made it super easy to cancel – 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 more than two hours before your appointment start time are completely free.

Cancelling Within 2 Hours / NO SHOWS

We run a tight ship so cancellations within 2 hours and no shows will result in a late cancellation fee (equal to £40 or the cost of the treatment booked if lower) being levied. 

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. Clients are not able to select specific therapists.

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! Our therapists are amongst the best paid in the industry and if you really want to make our day, tell a friend or take a nailfie and tag us on Instagram! 

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 due to the nature of the business and as we serve alcohol 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 18 must be accompanied by an adult. If you arrive with children you will be asked to leave 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?

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