FAQs

When should I arrive?

What do I do if I know I am going to be late?

What will you do for me if you are running late?

For any appointment we are grateful if you can arrive 5 minutes early.
If you are using our urban spa this allows you time to change so that your treatment can begin on time. The relaxation area is there for your
enjoyment and if you are booked for a treatment you are more than
welcome to arrive earlier and relax prior to your appointment. We do
appreciate a phone call even if you are running a few minutes late. We have cancellation lists and if you do not arrive after 15 minutes of your appointment time we will call you – if we are unable to reach you we will assume you are not coming and give that slot to someone else
Please always call us and we can discuss the options. We will always try to accommodate you, and in some situations we will simply reduce the
treatment time down to end at the original time. We cannot extend the
treatment time for you if others are booked in afterwards. Please respect why we need to do this. If you are having your hair coloured we will do our very best to accommodate your original booking. Unfortunately foils and cutting are processes not easily reduced. If you
had booked for a half head of foils and we only have half an hour to complete them we will do as many foils as possible in the time we have left. If you are late for a cutting appointment then we may ask the
assistants to finish off your blow-dry so that the stylist does not run late for following clients.
We will always try to contact you with as much notice as possible to discuss the options. Mostly we only run around 15-20 mins late on a very busy day, and we will try to make you comfortable whilst waiting in our relaxation area with complimentary drinks. We try very hard to run on time, but we are a people business and humans arent always perfect / on time etc!!!.. when its out of our control we will do our best to minimise disruption

Why do I have to get changed before my treatment?

We feel passionately about relaxation and quality of treatments. From a practical point of view you are changed and ready to relax when your therapist comes to collect you. We have a changing room in the relaxation area that is private and lockers to keep your belongings in securely.

Will I be charged if I do not turn up or my treatment time is reduced?

We will always try to be as accommodating as possible, but we do have a 24 hour cancellation policy. If you do not turn up for your appointment or cancel a few hours before we are losing a valuable slot. If however we are able to fill the slot we will not charge you the 50% same-day cancellation fee.
If you are late we will charge you for the original treatment or service you were booked in for.

Why do I have to fill in a questionnaire when I have my first treatment?

Wandsworth Council run a license programme for all hair and beauty establishments. The business itself has to conform to strict and high standards of care and health and safety. One of these procedures is that Independent mindbodysoul is required to obtain at the very least details of a client’s doctor, DOB and address – in case of an emergency. We do not pass these details to anyone and they are filed and kept securely in a locked room.
With all treatments there are contra-indications that can affect the treatment and how it is carried out. This is very important and it is imperative you let your therapist know of any changes to your health or circumstances each time you visit us.