What people ask us
The short answers. For anything else, message us: monday to saturday, 8am to 6pm.
Booking
How do I book?
Online in about a minute: choose what you would like your skin to do, a treatment and a time. The spa confirms your time by WhatsApp or SMS. You can also message us on WhatsApp or call.
Is my booking confirmed straight away?
Your online booking is a request. The spa checks the diary and confirms by WhatsApp or SMS. If your time has gone, we suggest the nearest one and you choose.
How far ahead can I book?
Online, up to two weeks ahead, Monday to Saturday between 8am and 6pm, with at least an hour’s notice. For anything further out, message us.
Payment
How do I pay?
You pay at the spa by M-Pesa, or a debit or credit card. If your booking needs a deposit, we tell you when we confirm it.
How do memberships work?
A membership is a Signature Facial every month for three, six or twelve months, paid when you join. See the skin club page for what each term includes.
Cancelling and changing
What is your cancellation policy?
We know life happens. If you need to reschedule or cancel, please let us know at least 24 hours before your appointment. This protects our time and yours, and keeps slots open for clients on the waitlist.
How do I change my booking?
Use the link in your confirmation message, or message us on WhatsApp with your booking reference.
Your first visit
Do I need a consultation before my first visit?
No separate booking is needed. We include a brief skin analysis at the start of every new client appointment, so the treatment is tailored to your skin on the day, not just a form you filled out online.
What should I do before my appointment?
Arrive with a clean face if possible, though we cleanse at the start. Avoid exfoliating or using retinol for 48 hours before. Let us know about any new products, reactions or health changes since your last appointment.
How long does a facial take?
Most treatments take about an hour and a half. A consultation takes 30 minutes. We give you an accurate time when we confirm your booking.
Skin types
Are your treatments suitable for darker skin tones?
Yes. Our treatments and products are chosen for safety across the full range of skin tones, from fair to deeply melanin rich. We have long experience with melanin rich skin and will never recommend something that risks hyperpigmentation or scarring.
How often should I get a facial?
For most skin types, every four to six weeks follows your skin’s natural renewal cycle. For concerns like acne, hyperpigmentation or ageing we may suggest a closer schedule to begin with. We will advise you at your first visit.