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. An email to help@treatwell.co.uk will get you an answer to any more specific questions you have – so fire away!

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 Care team, 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 Care, 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.

I am struggling to get in touch with a venue

First of all be aware that if it is a popular venue, phones may be a bit busy – have you tried sending them an email? If you still can't get through, write to us at help@treatwell.co.uk, supplying us with the following:

order reference number
name(s)
3 Preferred date(s) and times
treatment (if one of an option)
venue (if one of an option)
contact telephone number

We'll forward your details on to our contact at the spa/salon, with a request for them to confirm with you as soon as possible.

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.

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 need to contact us via email or phone.

Please provide:

Reason why you need to cancel or amend
Booking order reference
Contact number and email address
Any other information we may find useful

Before you contact us, please read the Treatwell Refund and Cancellation Policy to ensure you are eligible to amend or cancel your booking.

Once we've received and processed your request we will either reschedule your appointment, transfer your booking or issue you with a credit note so that you can use it to purchase an alternative offer when it suits you.

If you require any further assistance regarding cancellations and amendments please feel free to contact our Customer Care team or call 0330 100 3515 if you'd prefer a chat.

Treatwell Refund and Cancellation Policy

Timed or dated appointments (including spa days and spa breaks)
Treatwell offers a 24hr ‘change of mind’ guarantee from the time of purchase. If you change your mind, we will give you 100% refund to the original method of payment, subject to our Partner Cancellation Policy (below).

After 24hrs: we offer a credit note to the full value of the purchase (6 month expiry). Credit notes can only be used online and must be redeemed in full as no change can be given.

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, subject to our Partner Cancellation Policy. 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).

Partner Cancellation Policy: All of our partners have a cancellation policy which means no bookings can be amended or cancelled within a specific period leading up to the date of your appointment. For example, a policy of 24hrs means no booking can be amended or cancelled within 24hrs leading up to the date of your appointment. Requests for an amendment or cancellation within the Partner Cancellation Policy must be made directly to the Partner. The Partner’s decision is final.

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

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?

If you suspect you've been charged a different price from that indicated on the site then write to us at Customer Care 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. Still having problems? Email us and we’d be glad to help you out.

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 unsubscribe from one of your newsletters?

We’re sad that you’re leaving us, but unsubscribing from our newsletters is easy. Simply click the link at the bottom of the newsletter saying ’click here to unsubscribe’ and

follow the onscreen instructions. If this fails, email our Community team, making sure that you give us your email address details so we know who you are!

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?

How can I update my listing?

By upgrading to Connect Pro, you will not only get access to lots of amazing tools to help you better manage your salon, but you'll also have a dedicated account manager supporting you. They'll walk you through the process of uploading all the treatments and give you tips on how to help make your venue shine out. Contact supply@treatwell.co.uk and we'll soon be helping you fill any empty slots or quiet times.

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.