From the website or App, you select your postcode (if not already logged in), the type of treatment you desire, a date and preferred time. You will then be shown all the available therapists for your choice. If for any reason no therapists are showing, please click on the LIVE REQUEST button to send a request to nearby therapists who may still be able to take the booking.
When you put your address in the search bar, you should get a message if the postcode is not covered. We currently cover London zones 1-2 and some areas in Zone 3. We are working tirelessly to add more postcodes in the areas that we cover. Please be patient.
We offer Massage, Beauty treatments (including but not limited to manicures, pedicures, facials), Personal Training, Yoga, Pilates, Hairdressing and Makeup.
Yes, all our therapists have undergone a thorough interview process and a trade test. They possess the relevant qualifications and are insured with a professional indemnity insurance.
At the time of booking your treatment, depending on your chosen treatment type, date and time you will see a list of the therapists who are available for your request. You can read their reviews and choose any therapist from the available list.
For massage and Fitness treatments, you can choose 60, 90 or 120 minutes treatments. For Beauty, hair and makeup treatments, it will depend on each treatment.
The treatments are performed at your location (Home, Hotel, Office) depending on availability or postcode coverage. On our App and website, you can book treatments from 8am to 11pm. For any other treatment times, please get in touch with our customer service team.
Yes, after the initial 12 weeks and no medical conditions, you can have a pregnancy massage.
Yes, we can tailor the treatment to your disability, depending on the expertise of the selected therapist and the level of your disability.
Please check our Pricing page on the website. Price depends on the type of treatment, duration and the time of the treatment.
Yes, you can add any comments during the booking process. Before your treatment starts, the therapist will undergo a consultation regarding any medical conditions. We may refuse treatment if certain conditions have a contra-indication for treatment or need a doctor's note that is not available. Pregnant women 0-12 weeks should not be having any massage treatments.
Yes, you can have more than one therapist at the same time. When booking on the App or website, select number of therapists "2". If you need more than 2 therapists, for example for an event, please get in touch with our customer service team.
You will receive an email confirmation as well as you will be able to see it on your Appointments screen of the App or website.
If you have any comments regarding your treatment, you can add them at the time of booking. For any other enquiries or liaising with the therapist, our customer service team will be able to assist you.
You can purchase a gift voucher by going to the Gift voucher section of the website or App and click on purchase. You can choose a physical gift card that gets mailed to your selected address or an e-voucher for an instant voucher. You can personalise both types of vouchers with a message.
If you have a valid promotional code, you can add it at the payment screen in the PROMO CODE box.
The therapist should be with you at your scheduled booking time or before. If for any reason the therapist is running late, we will let you know.
Our charges apply from the original booking time. You can choose to have the remaining time or to extend your treatment at any additional cost – if the therapist is available to extend your treatment. We have a 5 min grace period.
If you booked online via the website or the app, you can cancel or upgrade your booking by going to your Appointments tab, and clicking on cancel or Upgrade. You can do so at any time before or during the treatment, subject to price amendments. Unfortunately, our team cannot assist with amendments via the phone, but will happily help you to add new bookings or cancel existing ones.
From the Appointments screen on the App and Website, you can currently Upgrade your treatment by increasing the duration or adding relevant Add-ons. If you need any other amendments, please get in touch with our customer service team who may be able to assist you with your amendments.
You can cancel a booking by going to the Appointments screen on the App or website and clicking on Cancel. There may be a charge depending on the cancellation period.
You can cancel your booking up to 4 hours before the booking starting time with no charge. If you cancel between 0-2 hours before the booking starting time, there would be a 50% charge. If you cancel your Appointment with less than 2 hours from the starting time, a full charge will be made. For more details and other conditions, please refer to our terms and conditions.
For Home and Hotel bookings on our App and website, we accept Card Payments. Our payment processor is Worldpay.
Go to your App or Website and go to My Account. You can amend details like your full name, home address, email, mobile number, and marketing settings.
You can get in touch with our customer service team if you wish to deactivate your account.
Click on "Forgot Password" at the Log-in page.
Email tech@londonserenity.com
Please check that the email you entered is correct and monitored.
Please check that the email you entered is correct and monitored.
Go to your Account, payment details screen and add a new card.
In the Gift Card screen of the website or App, you can click on Redeem. You will be prompted to enter your voucher code, and the amount will be added to your wallet.
For details on how to prepare for any treatment, please visit the Service Etiquette section on the website and App.
The therapists will bring oil and music, however they will not provide towels for hygiene reasons.
Yes, you can choose and change the pressure to your liking depending on treatment type. Even if the massage has started you can always tell your therapists to change the pressure.
Usually people wear only bottom underwear during a massage. Your modesty is always preserved by large towels placed over your body. You are required to keep your underwear at all times during the massage.
You don't need to remove normal nail polish off your nails. For Shellac or other gel manicure, you can ask the therapist to remove it for you at an additional cost. You can book Shellac removal while booking your manicure treatment.
We currently don't offer acrylic nail removal.
As part of a manicure, the therapist will file and buff your nails. If the nails are very damaged and require a particular treatment, this is not covered in our nail services.
The therapists use a normal foot buffing file.
The therapists use ESSIE and OPI for luxury and express manicures, and CND Shellac, Artistic and OPI Gelcolor for Shellac manicures.
Yes, you can ask the therapists to use your tools and varnishes.
A Shellac manicure and gel manicure are effectively the same thing. They are a long-lasting varnishes treated under UV lamps. The difference is that "gel manicure" or "manicure" is the generic term for nails done under a UV lamp, while Shellac is a brand of gel nails by the company Creative Nail Design (CND).
Although there is no minimum age, we ask for a guardian or parent to be in the room during the whole treatment for children under 16 years old for safeguarding purposes.
If your hair needs a wash, we recommend you do that 15 mins prior to your booking time.
Not necessarily. The therapist can remove it for you as part of the cleansing process.
You can give your therapist a review on the App or on the website on the My Appointments section, Previous Appointments.
If you would like to rebook the same therapist again, please get in touch with our team who would be able to help.
Although tip is not compulsory, should you wish to add a tip you can do so on the App or on the website on the My Appointments section, Previous Appointments.
If you are not entirely satisfied with your treatment, please get in touch with our customer service team by emailing bookings@londonserenity.com.
Please visit our Serenity at Work page on the website to send us an enquiry with as many details as you can. We will liaise with you and help you book the treatments for you.
Yes, you can buy vouchers using company cards and personalise the messages for your clients or employees by visiting the Gift Card section on the website and App.
We offer a wide range of treatments tailored to offices. This includes onsite or seated massage, mini manicures, yoga lessons, makeup lessons and other treatments by request.
We offer a wide range of treatments specifically for events. This includes onsite or seated massage, mini manicures, yoga lessons, makeup lessons and other treatments by request.
