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Customer Help Centre

We've gathered together the most common questions posed to Treatwell and answered them as best we can. We hope they help with the one that's niggling you...

Click here to get in touch with our team.

General enquiries

Payment

Change and cancel

Reviews

Account

Other

Booking

How do I book a treatment?

First go to the homepage and search by city and/or type of treatment. You can also search directly for the name of the salon. This brings you to a search results page where you can filter and sort to your heart's content.

Have you found your favourite salon? Choose a treatment from the list and select your preferred date and time in the calendar.

Enter your name, email address and phone number on the payment page and select a payment method. Voilà! You have booked your treatment and you will receive a confirmation email.

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How do I pay for my booking?

You can choose between two options: pay online with PayPal, Bancontact or by credit card, or you can pay at the salon in cash or with your debit card.

You can also pay for a treatment by redeeming your booking credit, discount code or Treatwell Gift Card.

PLEASE NOTE: this is only possible if you choose to pay online.

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How do I change my booking?

TTo do so, you can either reschedule by clicking the "Reschedule" link in your order confirmation, in the Treatwell app or in your account. You can also contact the salon directly to change your booking. You can find their details in the confirmation email.

PLEASE NOTE: you can cancel your booking free of charge up to 24 hours in advance.

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How do I cancel my booking?

In the Treatwell app or in your account you will find an overview of your bookings. Go to the booking you would like to cancel and choose the option ‘Prefer to cancel your booking?’ Cancellation of your booking is also possible through the cancellation link in the order confirmation mail we sent to you.

PLEASE NOTE: should the option to cancel a booking not be available any more due to the free cancellation period being due, then you can reach out to us. Once the free cancellation period is due, charges may apply.

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How do I know my booking is confirmed?

You will receive a confirmation via email. And if you have the Treatwell app or a Treatwell account you will be able to see a list of the bookings you have placed.

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Why haven't I received my confirmation email yet?

It doesn't happen often, but the email probably ended up in your junk folder. To avoid this from happening again, add Treatwell to your list of trusted/safe email addresses.

Besides: if the booking is listed in your account, it means that it is confirmed. If you encounter any issues, then call us on 020 7900 190 or send an email to info@treatwell.nl.

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Where can I find the salon's phone number?

When you book via Treatwell, we take care of everything for you. But, if you do need to contact the salon their details are found in the confirmation email.

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Payment

Do you charge for online payments?

No. No transaction fees are applied when paying by Ideal, Bancontact, PayPal or credit card. Not even when you cancel within the free cancellation period: in this case we will reimburse your payment.

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My online payment failed. Now what?

That's too bad. Call us on 020 7900 190 or send an email to info@treatwell.nl so we can help you out.

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Is it safe to pay online through Treatwell?

We care about the security of your payments! All online payments are processed by a reliable party: Adyen. Paying through treatwell.nl is safe.

How do I redeem a (digital) voucher or discount code?

After choosing your treatment, the date and the time, we will ask you to fill in your personal details to complete the booking. You can enter your voucher or discount code on this page.

PLEASE NOTE: you can only redeem a (digital) voucher or discount code if you pay online.

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What happens to my online payment if I cancel my booking?

Your payment will be refunded within a maximum of 3 to 5 working days. Depending on how you paid, with PayPal, Bancontact or by credit card, your money will be refunded or credited to your card.

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Can I book an appointment through Treatwell if I have a coupon from a third party website like Groupon or Socialdeal?

No, this is not possible. We suggest you contact the salon directly or follow the instructions on your voucher.

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Is it possible to pay in cash?

Yes, you can. Select 'Pay at the salon' on the payment page and settle the bill after your treatment. The 'Pay at the salon' option is only possible for treatments that do not exceed €500. If a salon has an ATM, you can also pay by card.

PLEASE NOTE: if you pay at the salon it is not possible to use a discount code, credit or a gift card.

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Which credit cards do you accept?

You can pay by Mastercard, VISA and American Express.

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My discount code or gift card is not working. How come?

There can be several reasons for this

  • Have you already used this code earlier? In that case, you cannot use it again
  • Discount codes only apply to online payments
  • When the payment fails, and you return and try again, our system could see the gift card or discount code as used. Please wait 30 minutes and try again.

If none of those reasons apply to you, please contact us. Call us on 020 7900 190 or send an email to info@treatwell.nl.

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Change and cancel

How do I cancel my booking?

On your account you will find an overview of your bookings. Choose the option ‘Cancel booking’ on the booking that you wish to cancel.

PLEASE NOTE: the salon could charge up to the full amount if you cancel within 24-hours of the appointment taking place. Treatwell only provides refunds if the salon agrees.

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How do I change my booking?

To do so, you can either reschedule by clicking the "Reschedule" link in your order confirmation or go to your order in your Treatwell app or account and click on ‘Want to reschedule your booking?’. It is very easy to change your booking but if you do need any help please contact the salon via the contact details in your confirmation email.

PLEASE NOTE: you can change your booking free of charge up to 1 24 hours in advance.

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Reviews

How do I post a review?

After you had your treatment, which we hope you enjoyed, you can leave a review via the Treatwell app. We will also send you an email 48h after the treatment asking you to review the salon and your treatment. The email contains a direct link to the review page. Here you can share your thoughts about your treatment. By placing a review your help fellow Treatwell customers in their search for their perfect treatment.

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Can I delete or change a review?

Your review will appear within 24 hours. You cannot adjust or delete a review yourself.

If you encounter any issues, then call us on 020 7900 190 or send an email to info@treatwell.nl.

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Why should I leave a review?

We would like everyone to enjoy his or her treatment! If everyone shares his or her experience, not only will the salon profit from it, but you also make it easier for other people to make a choice from our extensive selection.

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Account

How do I create an account?

Go to the homepage and click on 'Sign in / log in'. A new window will open. You can choose between creating an account with your Facebook login or by entering your email address.

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What are the advantages of having an account?

First of all, you can view all your previous bookings and if you liked a certain salon, you can book there again with just one click. On top of that, you can save your favourite salons and even set up a wish list of salons you would like to try out.

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Do I need to create an account to make a reservation?

You don't have to, but it is useful. You can view all your previous bookings and book the same treatment again with just one click. On top of that you can also cancel your appointment free of charge up to 24 hours in advance.

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Can I delete my account?

Yes that’s possible. For more information, call us on 020 7900190 or send an email to info@treatwell.nl.

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I forgot my password. Now what?

Click on 'Forgot your password?'. Within a couple of minutes you will receive an email from us. The email contains an easy link to reset your password.

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Other

Is it possible to unsubscribe from your newsletter?

Yes, that is possible. Click on the link at the bottom of the newsletter to edit your email preferences. Through this link you can choose to no longer receive our newsletters. If you encounter any issues, then call us on 020 7900 190 or send an email to info@treatwell.nl.

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Where can I find the address of the salon?

You can find the address in the Treatwell app, with a link to Google maps so you can easily find your way. You can also find them in the confirmation email or in the booking details in your Treatwell account.

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When will I receive my gift card?

You will receive your PDF gift card right away by email. If you bought it for someone else, they will receive it via email and you will also get a confirmation from us.

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