Account & Payment

From the Appointments screen, you can upgrade your treatment or contact our team for other amendments. If you require any more amendments, please contact us via phone and our team will be happy to assist.

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.

We hope you never need to cancel, but should you need to, here's what to know: cancelling more than 4 hours before your appointment incurs no charge at all. Cancelling between 2 and 4 hours before will result in a 50% charge, and cancelling within 2 hours of your appointment time means the full treatment cost applies.

We accept Visa, Mastercard, American Express, Apple Pay, Google Pay, and London Serenity Wallet credit. All payments are processed securely via Stripe.

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. We will process the request within 5 working days.

If a refund is due, it is processed automatically at the time of cancellation via Stripe. Refunds typically appear in your account within 3–5 business days, depending on your bank or card provider.

Yes, you will receive an email receipt after your treatment is completed. You can also view your booking history and invoices in the My Appointments section of the App or website.

Click on "Forgot Password" at the Log-in page and follow the instructions sent to your registered email address.

Please email tech@londonserenity.com and our technical team will assist you as soon as possible.

Please check that the email address on your account is correct and that our emails are not going to your spam or junk folder. Add bookings@londonserenity.com to your contacts to ensure delivery.

Please check that you are using the correct email address and password. If you have forgotten your password, use the "Forgot Password" link on the login page. If you still cannot access your account, please contact us.

Go to your Account and navigate to the payment details screen. You can add a new card there. For security, we use a secure payment processor and do not store full card details ourselves.

In the Gift Card section of the website or App, click on Redeem. You will be prompted to enter your voucher code, and the amount will be added to your wallet.

Your wallet credit is automatically applied at checkout. If your wallet balance covers the full treatment cost, no card payment will be required.

Yes. If your wallet balance does not fully cover the cost of your booking, the remaining amount will be charged to your saved card automatically at checkout.

Yes. We use an industry-standard secure payment processor. Your full card details are never stored on our servers. All transactions are encrypted using SSL.

Yes. Your email receipt after each treatment serves as your invoice. If you need a specific invoice format for business expenses, please contact bookings@londonserenity.com with your booking reference.