FAQ’s and Spa Etiquette

Important Information and Spa Etiquette

Spa EtiquetteWe kindly ask you to respect all spa guests right to peace and quiet. Mobile phones must be switched off at all times and smoking or vaping is not permitted. If you’re unhappy with any aspect of your spa experience, please inform us so we have the opportunity to rectify and resolve any situation that may arise.

TipsNone of our prices include service charge. This is left to your discretion and is greatly appreciated.

A patch or skin test is required 48 hours prior to some of our treatments. Please check when booking.

 Children are not permitted in the treatment rooms or relaxation area.

 When should I arrive for my treatment?

For facial, massage and body treatments please arrive 15 minutes prior to your appointment, to prepare for your experience and enjoy our complimentary refreshments. Please arrive on time for all other appointments; being late will result in us not being able to carry of the full treatment.

What if I have a health concern?

Please inform the front of house team when booking your treatment if you have any health concerns that you feel we should be aware of.

What happens if I am late for my appointment?

Arriving late for your appointment may result in your treatment being cut short, as timings for subsequent clients have to be maintained.


A 20% deposit is required for any treatment that is booked online or that exceeds one hour to guarantee your appointment.

Cancellation of appointments

All cancellations made without 24hours notice will incur a 100% cancellation charge. A credit card is required to guarantee all spa bookings.

Loss or damage

We regret that we cannot be held responsible for any loss or damage of your belongings when you visit the spa.

Mobile phones

We ask that all mobile phones be turned off during your visit. This is for your benefit as well as other guests in the spa.


We respectfully ask that children under the age of 13 do not enter the spa area. this is for health and safety reasons and the respect other guests.

Important Info

Please ensure the details we have for you are up to date and correct. Please also ensure that you tell your therapist if you are pregnant or unwell.

Local Charities and Events

At Urban Spa, not only do we strive to always offer services to a high standard – but we also strive to work with others, for the benefit of our community. Whether this is by raising money for local charities or by holding exciting events to promote our businesses, we try to ensure there is always something that people in out community can get involved in and enjoy

Gift cards

Gift cards are available for all treatments and services. They are an ideal gift and are valid for 12 months from the date of purchase. Unfortunately these cannot be refunded or replaces if lost or stolen.


Courses are valid for 12 months from date of purchase and treatments can only be carried out on production of the course card or voucher.


To continue your facial and body care programme at home all products used during your treatment are available from our spa shop. Please ensure you receive your personal homecare prescription.

What does M, S and T stand for?

The price structure indicates the experience a therapists has within there profession, as well as reflecting their individual on going training and education programme.

The letters relate to SP = specialist, M = manager, S = senior therapist, T = therapist.

 Treatment timings

The duration of all facial and body treatment services include the consultation in the timings.

Opening Hours:

Monday: 9am-6pm

Tuesday 9am-8pm

Wednesday: 9am-8pm

Thursday: 9am-8pm

Friday: 9am-6pm

Saturday: 8.30am-5pm