FAQ

We want you to get the maximum benefit from your experience with us at The Refinery.
The general information and guidelines below will help you to achieve this.

BOOKING APPOINTMENTS

You can now book appointments on our website, via our mobile app and by calling us in the salon.

BOOKING CONFIRMATIONS

The Refinery confirms all client bookings via email and by text message.  We require an up-to-date and correct email address and mobile number from you at the time of booking, in order for us to confirm your service.  We ask that you cooperate with our Reservations team when they ask for your contact details.

DEPOSITS

All medi-spa services require a 50% deposit.  This is fully refundable if the appointment is cancelled with at least 24 hours notice

CANCELLATIONS

Clients who wish to cancel or change an appointment are kindly requested to provide 24 hours notice or full payment for the treatment will be charged.

YOUR ARRIVAL

Arriving early is a great idea as you can take your time and relax before your appointment. You may want to have your complimentary beverage or spend time browsing in our Retail space.

PERSONAL BELONGINGS

We have a cloakroom located at Reception for your convenience to leave coats and umbrellas, but please note that we cannot take responsibility for any belongings left behind including valuables.

LATE ARRIVALS

Depending on your arrival time we will determine how much of the service we are able to offer. We will do everything we can to accommodate late arrivals, but in some circumstances appointments may have to be rescheduled

APPOINTMENT TIMES

All appointments quoted are hands on duration with your therapist.

PATCH TESTS

Patch Tests are required on certain services, including eyelash tinting, brow tinting, laser hair removal, and for any semi-permanent colour or hair tint.  In most cases these are 24 or 48 hours in advance. In the rare instance that you may experience a reaction, we ask that you inform The Refinery within 24 hours.

HEALTH CONCERNS

Please let us know before your treatment if you have any concerns regarding your health or well-being, including if you are currently being treated for any ongoing medical condition. If you have mobility issues or have trouble bending down, please let a member of our team know in advance, so that we can make the necessary provisions.

CHILDREN

Children under the age of 14 are not permitted in the salon, unless accompanied
by an adult.  Children are not permitted to accompany their parents into a treatment room.

Children under the age of 12 are not permitted to receive services (with the exception of children’s haircuts).

Children under the age of 16 who wish to receive services are required to have parental consent and please be aware limitations may apply on specific services.

QUIET

To make the most of your time with us and in respect for other guests, please ensure your mobile phone is switched off during your visit.

FEEDBACK

We endeavour to make sure all of our clients receive the very best service and experience possible and your feedback is extremely important to us.  If you would like to share your positive experiences, offer thoughts and suggestions or let us know when something has not reached your expectations, we would love to hear from you.

You can either speak to a member of the salon team in person or email