If something about your appointment isn't quite right, usually the easiest way to fix it is to speak to the salon or therapist on the day. We hope that any concerns shared with them can be sorted out on the spot. If you're unable to resolve any issue at the salon and think we can help, do let us know. Make sure to include as much detail of your complaint as you can.
Is your complaint about:
What Treatwell can do:
When we've got everything we need to handle your complaint we can take it from there and keep you in the loop about the progress of it. This could include contacting the salon to share your complaint with them or we may need to follow up internally. We'll use the information you send to us as a guide for this so please do include as much detail as you can. We'll keep in close contact with you so that you feel informed. Please let us know if there is any element of your complaint that you do not want us to share with the salon.
If your complaint is about an appointment or the treatment you received and you've requested a refund or another type of compensation, we'll communicate this request to the salon and will let you know of their decision on this. The salon retains full discretion when responding to refund requests. See full booking conditions here.
What Treatwell can't do:
Treatwell can't authorise a refund on the salon's behalf, nor can we skip around their decision if they choose not to refund. The good news is that our salon partners are fair people and do refund when that's the right thing to do.
We're sorry that your appointment didn't go as you'd expect it to. As our partners are responsible for the service, you received, if you haven’t already we do ask that you contact them directly (you’ve got their contact details in your confirmation email and the app) and raise your complaint with them; they’ll appreciate the feedback and also be able to advise you of any refund or compensation that’s available to you. However, please note that as the salon provides the treatment, we will need their authorization for any refunds. If you prefer that we reach out to the venue on your behalf, we will be happy to look into this for you. Please, make sure to include this info which will help us to look into it more quickly for you:
- Order reference
- Date of the appointment
- The email address you made to use the booking
- If you raised your complaint with the salon directly
- Any correspondence between yourself and the salon about your complaint
- Any supporting photographs you may have taken
Some information on our website or the app
Please do let us know if you believe any information is inaccurate in any way. We'll want to know about that asap. Please include in your message to us:
- The page link
- Your order reference (if relevant)
- Any other supporting information, links or images
If your complaint is about anything else including Treatwell's practices then please tell us here and include:
- The nature of your complaint
- Any supporting correspondence, links or images