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Spa Policies

Our spa environment is one of relaxation and tranquility. Please respect all spa guests’ right to privacy and serenity. In light of this, the spa is a mobile phone, pager, camera and smoke free zone.

Opening times

Monday to Saturday 9am – 8pm, Sunday 9am - 6pm

We advise that you arrive 15-20 minutes before the start of your treatment.

Bookings

For reservations, please book at spa reception, or alternatively please call 020 3301 1012, or email wellness@cloudtwelve.co.uk. We advise to book your treatment in advance in order to secure your preferred time.

Treatment requirements

Please note, for any peel treatment, it is highly advised to leave at least 7 days between treatments. All tinting treatments will require a patch test 24 hours in advance.

Children’s policy

Access to the spa and its facilities are restricted to over 16’s. We are delighted to invited children over 6 years old, when accompanied by an adult, between the hours of 9am - 1pm, Monday to Sunday.

Treatment cancellation policy

We require 24hrs notice for cancellations to avoid being charged. All treatments are subject to availability and all prices subject to revision. Cancellations made within the 24hrs will be charged at full price.

What to wear

On entry to the spa, you will be provided with a luxury cloud twelve robe and slippers. You may wear what is most comfortable for you under the robe, whether that is swimwear or underwear. You may change in the changing room facilities.

Health conditions

Please advise us of any health conditions, allergies or injuries that could affect your choice of treatment when making a reservation. We also recommend that if you have a pre-existing health condition, that you consult your doctor before any spa treatment.

Non-members

Non-members can access spa, salon and clinic at an additional fee. Please ask reception for more details.

Pregnancy

Cloud twelve has specially selected treatments for expectant mothers. Please advise the cloud twelve spa team so that they can advise you on the most suitable treatments.

Offers

All offers are subject to availability. Cloud twelve reserves the right to withdraw offers at any time.

Spa at home

To extend your cloud twelve spa experience within the home, products used in treatments are available for purchase.

Return of product

Unopened products can be returned or exchanged 14 days after purchase with a valid proof of purchase.

Gift vouchers

  • gift vouchers are issued by cloud twelve club ltd.
  • gift vouchers can be redeemed online or at cloud twelve club notting hill site.
  • the code printed on the gift voucher is used for online redemption. Gift vouchers are valid for 12 months of date of purchase.
  • cloud twelve club ltd will not accept liability for lost, stolen or damaged vouchers. If any of these occur, please contact cloud twelve directly.
  • use of cloud twelve vouchers constitute acceptance of the cloud twelve club terms and conditions. This does not affect your legal rights.

Valuables

Cloud twelve holds no responsibility for the safety of money or valuables brought to the spa. Cloud twelve are not liable for any damage, injury or consequential lost, unless it is solely due to negligence of the company, it employees or agents. Mobile phones are not permitted in any public areas.