Customer Help Centre

We've gathered together the most common questions posed to Treatwell and answered them as best we can. We hope they help with the one that's niggling you...

Click here to get in touch with our team.

General enquiries

What is Treatwell?

Treatwell is the leading online booking platform for hair and beauty in Europe. Headquartered in London, the group was founded by Lopo Champalimaud in 2008. It now employs over 500 people across Europe, with over 20,000 salons and spas listed. We believe there is a better way to find and book your hair and beauty services. More choice and the confidence to try new things. We want to make booking beauty, styling and wellness appointments simple, effortless and fast – around the clock. It’s beauty to the people, no matter what you choose.

Today, Treatwell is the largest hair and beauty bookings website in Europe. We’re an eclectic group of 500 people working in offices throughout Europe, with over 20,000 local partners. It amounts to one amazing company: a 24/7 beauty bookings platform that puts customers and salon managers in control, lets you book at times and prices that suit you, and gives you all the style know-how you need to look and feel amazing. We're more than a smarter booking platform. We're the place where you can express yourself, every day.

What we’re not:

We don’t own salons or spas.
We don’t manufacture cosmetics.
We’re just people who are passionate about hair and beauty.

How does the booking system work?

Treatwell gives salons access to their own online diary system so they can independently control their calendar and on-site availability. We teach them to use the software, to synchronise it with their own digital diary (if they opt not to use it as their main management system) and to keep their appointment information up to date. This includes training on blocking out time slots that have been filled, as well as time periods when the venue may be closed.

As a result, all appointments showing on both our site and app should be bookable. If you do encounter inaccurate availability listed on site, please don't hesitate to let us know and we will get in touch with the venue to correct matters as soon as possible.

How can I find out more about Treatwell?

Check out our About Us page to find out what makes our world go round.

Where can I use my Treatwell Gift Card?

Treatwell Gift Cards are valid for online bookings and eVoucher purchases made via treatwell.co.uk or the Treatwell App. Simply browse and book in at one of over thousands of venues nationwide. Click here to read all about our Gift Cards.

How can I make a complaint about a venue?

We hope that the venues we work with are up to scratch, but if you think otherwise, you can let them know. It is essential that you try to take up any objections you have at the time with the venue itself, as that's the best way of getting these things smoothed over. First try to speak to the owner or manager – often misunderstandings, mistakes or problems can be addressed or rectified right away by the venue themselves.

Failing that, please write to our Customer Experience team at help@treatwell.co.uk, providing the following information:

Name
Order reference
Date of appointment
Summary of complaint
Outcome of feedback to owner/manager

Please be brief and bullet-point your comments. We will then take up the matter with the venue, and will try our best to resolve the matter within 30 days.

My Orders

Where is my booking confirmation email?

We send out the confirmation email as soon as you have completed your order, honest!

They do vanish sometimes into the world-wide-black-hole somewhere – we suspect it lands up in the same place as all those missing pens. If you don't seem to have your email, please check your junk mail folder first. If you do find it there, please label it as 'Not junk' and add the address to your accepted emails list – that should stop it happening next time.

If it is still not there, the instructions to I have lost my booking confirmation email should be helpful.

I have lost my booking confirmation email

No problem, just email Customer Experience at help@treatwell.co.uk, telling us:

the email address used to complete your purchase
date of booking
details of your purchase (spa/salon name, treatment, price etc)

We'll then resend your confirmation email and you'll be able to enjoy some well-deserved pampering!

Why hasn't my voucher arrived yet?

Sorry it hasn't got there yet.

eVouchers should arrive as soon as you complete your order – see the suggestions for finding a missing booking confirmation email if yours hasn't arrived.

How do I get in touch with the salon directly?

You can find the contact details for the salon on your confirmation email or in the My Bookings Section on the Treatwell app.

Where do I add my promotional code?

When booking an appointment or purchasing an eVoucher, at Check Out you will see a box that says Promo Codes / Gift Cards. Simply enter your code in exactly the same format that you received it, ensuring there are no spaces or gaps, click Enter Code and it will automatically add it to your order.

Please make sure not to click the backspace or your code may be temporarily redeemed. If that happens, not to worry, give it another try in about 35-40 minutes.

What if I need to change my booking?

We hope you won't need to cancel your booking, but we're here to help if you do. When requesting an amendment or cancellation you can do so (1) via the Website or App, (2) by following links in your order confirmation, or (3) directly with the salon.

Please refer to the terms and conditions on your email confirmation to ensure that you are eligible to modify or cancel your booking.

Treatwell Refund and Cancellation Policy

The below is a summary of our Refund and Cancellation Policy and should not be a substitute for reading the full cancellation terms in clause 5 of our Customer Booking Terms & Conditions.

Dated appointments (excluding spa breaks)
Treatwell offers a ‘change of mind’ guarantee from the time of purchase up to 24/48/72 hours before your appointment is due to take place. If you change your mind, we will give you 100% refund to the original method of payment, subject to the Partner Cancellation Policy (below).

Partner Cancellation Policy (excluding spa breaks)
All of our partners have a cancellation policy which means no bookings can be cancelled within a specific period leading up to the date of your appointment i.e. 24hrs, 48hrs or 72hrs before the appointment. For example, a policy of 24hrs means no booking can be cancelled within the 24hrs leading up to the time of your appointment.

Requests for a cancellation within the Partner Cancellation Policy must be made directly to the Partner. The Partner’s decision is final.

Partner Cancellation Policy (spa breaks)
All of our partners offering spa breaks have a cancellation policy which either means no bookings can be amended or cancelled within a specific period leading up to the break (i.e. 24, 48 or 72 hours as above) or may mean that cancellation is not permitted at all. It is therefore very important you check the cancellation terms when booking.

Requests for cancellation within the Partner Cancellation Policy must be made directly to the Partner. The Partner’s decision is final.

eVouchers
Treatwell offers a 14 working day ‘change of mind’ guarantee, which begins the day after purchase. If you change your mind, we will give you a 100% refund using your original method of payment. An eVoucher cannot be refunded once redeemed.

After 14 working days: we offer a credit note to the full value of the eVoucher (6 month expiry).

Treatwell Gift Cards
Treatwell offers a 14 working day ‘change of mind’ guarantee, which begins the day after purchase. If you change your mind, we will give you a 100% refund using your original method of payment. A Treatwell Gift Card cannot be refunded once redeemed.

After 12 months: Treatwell Gift Cards are valid for 12 months from the date of purchase. Treatwell Gift Cards cannot be redeemed once the expiry date has passed.

How can I sort out a billing error?

Treatwell charges will show up on your bank statement as Treatwell Limited. If you suspect you've been charged a different price from that indicated on the site then write to us at Customer Experience and we will sort it out. Simply give us the following:

order reference number
charge involved

Depending on our findings we may ask for proof (eg. a card statement)

If, while attending your appointment, you are asked for a supplementary charge then again write to us with the following:

order reference number
date of appointment
charge involved
reason given for extra charge
name of staff member who made the charge

Unless otherwise stated in the terms and conditions of the offer, you should not incur any further cost. We will then look into it for you.

Treatwell Community

Help, I can't log in!

It’s so annoying when you can’t find the scrap of paper where you scribbled down that crucial password. Firstly you need to be sure you have a profile on Treatwell. Often people buy a brilliant treatment on Treatwell or sign up to our newsletters but don't create a profile. If this is you, click to sign up and get started.

If you do have a profile on Treatwell, simply click on the 'Forgot your password?' link and we'll send you a password reset link.

How can I change some of my Treatwell profile details?

If you have a profile with Treatwell, simply click on the ‘login’ button, then click on your profile pic or avatar and then on 'Edit your profile'. Change your details and the whole Treatwell Community will be more up to date with the exciting changes in your life.

How can I find out more about a particular hair or beauty question?

Not only do we have thousands of reviews on our venues, written by valued customers like yourself, we also have The Treatment Files, our new editorial destination for all things beauty. Brought to life by our Editorial Director, Liz Hambleton, The Treatment Files offers weekly inspiration and helps you find the best treatments and services for your needs. It will also showcase our top stylists, therapists and Treatwell beauty experts.

How can I give feedback for a venue or treatment?

Join the Treatwell Community by clicking register. Then you can write reviews and ask or answer questions with the rest of the community to your heart's content.

I feel a review posted on your site should be removed

Reviews often come down to personal opinion so it’s hard to prove them ‘right’ or ‘wrong’ but the first step is to take a quick look at our community guidelines page to see if the review has broken them. If they’ve been naughty enough to threaten, use bad language or you can prove they’ve used a false identity, drop us an email and it’ll be gone quick as a flash.

Alternatively if you are a business, you can use this chance to show the Treatwell Community how good you are at dealing with misunderstandings. Comment on the review with your feedback, and a useful response that deals with the issue will be sitting on the page for all to see.

Want to Work with us?

I'm interested in a job at Treatwell

Treatwell is a young, highly skilled and fast growing company. Every week we welcome new team members from all over the world. If you’re talented and keen to join us, click here to see what roles we’re looking for at the moment.

I'm interested in becoming a supplier

With Treatwell, you can manage your salon online – even from your mobile. Your clients will love being able to make their bookings 24/7, and our online presence and huge network means that you’ll be opening your doors to new clients who might only find you through Treatwell. See more of what we're all about by visiting our business page.