1. Appointments & Booking

• All spa treatments must be booked in the name of the person receiving the treatment.

• Member discounts are only valid for active members and are strictly non- transferable. Discounts cannot be applied to bookings made under a different name or for non-members.

2. Arrival & Check-In

• Please arrive 10 minutes prior to your scheduled appointment to allow time for check-in and consultation.

• Late arrivals may result in a shortened treatment time and the full fee will still apply.

3. Cancellation Policy

• Cancellations or changes must be made at least 24 hours in advance to avoid a 100% cancellation charge.

• No-shows will be charged in full.

4. Health Conditions

• Clients are required to complete a health questionnaire prior to treatments.

• It is the responsibility of the client to inform us of any medical conditions, allergies, or if you are pregnant, as certain treatments may not be suitable. Clients must inform us of any changes to their medical history since their last visit.

5. Age Restrictions

• We do not offer treatments to anyone under the age of 16 years old - with the exception of the Teenage Skin Facial which is suitable from age 13. Anyone under 18 must be accompanied by a guardian at all times. Intimate waxing is not available under the age of 18.

6. Patch Testing

• Patch tests are required at least 24 hours prior to treatments such as lash lifts, tinting, and tanning services.

• It is the guest’s responsibility to arrange a patch test in advance. Failure to complete a required patch test at The Lensbury may result in the cancellation of the treatment and a full charge.

7. Refunds & Payments

• Refund requests will be reviewed by the Spa Manager. Refunds (if applicable) are issued to the original payment method and may take up to 10 working days.

8. Use of Facilities

• For non-members, the use of other Lensbury facilities (e.g., pool, sauna) may be included with treatments over a £70 value (per person). Please check with spa reception.

9. Code of Conduct

• We maintain a strict policy of professional conduct. Any inappropriate behaviour may result in immediate termination of the treatment and removal from the premises.

• Guests under the influence of alcohol or drugs will not be treated and will be charged the full amount.

10. Personal Belongings

• Lensbury Ltd nor any of its employees will accept responsibility for any loss, damage or theft sustained by whatever means or circumstances. It must also be clearly understood that no insurance cover is in existence for such eventualities.

11. Data Privacy

• Your personal and health information is handled in accordance with GDPR and will not be shared without your consent.