The Spa Culture – Booking Policy & Procedures

At The Spa Culture, we are committed to providing every customer with a professional, comfortable and welcoming experience. To ensure that appointments run smoothly and that our therapists can provide the full service booked, the following policies apply to all appointments.

1. Pre-Payment Policy

Pre-payment is required for all appointments.

Customers can make payment either:

In advance through our website; or
On arrival at The Spa Culture before the treatment begins.

Appointments may be subject to cancellation if the required payment has not been made.

2. Appointments & Treatment Times

All treatments are booked for a specific appointment time, and our therapists are scheduled accordingly.

Customers are kindly asked to arrive on time so they can receive the full treatment duration they have booked.

Late Arrivals

If you arrive late, your treatment will normally still take place within the time remaining for your appointment.
A 10-minute late arrival will still be treated as an active appointment, but the treatment may be shortened to avoid affecting other customers.
If you arrive 30 minutes or more late, The Spa Culture reserves the right to cancel the appointment or provide only the remaining available treatment time, depending on the circumstances and availability.
No refund, discount or compensation will be provided for treatment time missed due to late arrival.
Repeated lateness may result in future bookings being restricted or refused.

Our therapists cannot extend appointments beyond the scheduled finishing time, as this may affect other customers' appointments.

3. Respect for Staff

We expect all customers to treat our therapists, receptionists, administrators and other members of staff with respect, courtesy and professionalism.

The following behaviour will not be tolerated:

Abusive or insulting language
Threatening or intimidating behaviour
Aggressive or confrontational behaviour
Harassment
Inappropriate or disrespectful conduct

If a customer's behaviour is considered inappropriate, abusive, threatening or disrespectful, The Spa Culture reserves the right to refuse or stop treatment and ask the customer to leave the premises.

Where necessary, further appropriate action may be taken.

4. Missed Appointments

Customers are responsible for attending their booked appointment at the agreed date and time.

Failure to attend an appointment may result in the appointment being cancelled and the payment being non-refundable, subject to any applicable cancellation rights.

5. Customer Responsibility

Customers are responsible for providing accurate booking information and arriving at the correct location at the scheduled time.

If you have any relevant medical conditions, injuries, allergies or other circumstances that may affect your treatment, please inform our team before the treatment begins.

6. Agreement to Our Policies

These policies are in place to maintain a professional and respectful environment for our customers and staff and to ensure that every customer receives the time and service they have booked.

By making a booking with The Spa Culture, you confirm that you have read, understood and agreed to follow these Booking Policies & Procedures.