WHAT IS PRETTLY?
Prettly is a website where busy women can book top mobile beauty therapists in London. With Prettly, you can find and book professional beauty treatments to be enjoyed in the comfort of your own chosen location – be it your home, office, hotel room, wherever you like. These are the same treatments you would receive in beauty salons - but instead, we come to you.
WHAT SERVICES DOES PRETTLY OFFER?
Currently, Prettly offers nail, hair, makeup, and hair removal treatments. Our full treatment menu can be viewed here. We also offer select treatments (eyelash extensions, spray tan, bridal services) via email bookings only. Contact us at firstname.lastname@example.org!
HOW DO I KNOW THAT MY TREATMENTS WILL BE OF HIGH QUALITY AND SAFELY DELIVERED?
At Prettly, we make every effort to ensure that our professionals and treatments are of the highest quality, and reliably and safely delivered. We personally pre-screen and test all of our professionals to ensure services are of the highest standard. All of our professionals have also met the required certifications and industry standards for their particular specialisations, and have undergone a criminal background check as part of joining the Prettly platform. Finally, every Prettly experience is followed up by a comprehensive feedback and ratings test to ensure that quality standards are consistently met.
HOW FAR IN ADVANCE CAN I BOOK? CAN I BOOK LAST MINUTE?
You can book your treatments online up to 1 month in advance. For last minute treatments, you can book up to four hours in advance, subject to availability.
WHAT ARE PRETTLY'S HOURS OF OPERATION?
Depending on the availability of our professionals, we can offer appointments as early as 7am and as late as 10.30pm, 7 days a week. However, please note that each professional currently sets his or her own schedule on our platform, so availability can vary. Our customer service hours are Monday-Friday 9am to 6pm. If you try to contact us outside of these hours, we will do our best to get back to you in a timely fashion.
WHAT IS PRETTLY'S CANCELLATION POLICY?
Should you need to amend or cancel your booking, we require at least 12 hours notice prior to your appointment in order to issue a refund. Cancellations or changes that occur less than 12 hours prior to the appointment will not be issued a refund and will be charged the full amount of the booking price.
WHAT ARE THE PAYMENT OPTIONS?
All Prettly appointments are pre-paid online to avoid any hassles on the day of your treatment. Appointments are paid via credit card and processed by our secure third-party partner, Stripe.
HOW DO I ENTER INFORMATION ON WHERE I WOULD LIKE MY PRETTLY TREATMENT DELIVERED?
All Prettly treatments are automatically booked for the default address in your account profile. You can always change your desired address on the booking page. If you are sending a gift card, the recipient will have to create an account and enter his or her preferred delivery address.
WHAT ARE PREMIUM PROS?
Prettly Premium Professionals are selected by our team, based on a strong level of performance across the following areas: 1) quality of service (based on customer feedback/reviews), 2) years of experience as a beauty therapist, and 3) reliability and responsibility in terms of cancelling/rescheduling appointments on the Prettly platform.
IS GEL REMOVAL INCLUDED IN MY TREATMENT?
Gel removal is considered an extra treatment, and therefore is not included. Please book a gel removal, if necessary, in addition to your other treatments.
CAN I BOOK MULTIPLE TREATMENTS AT THE SAME TIME?
Yes you can. Feel free to add as many treatments as you want to your shopping cart before checking out. If you are booking multiple same-day treatments with the same professional, please keep in mind that you will have to book these consecutively. For same-day treatments, our best advice is to book in advance to guarantee pro availability.
I AM HAVING TROUBLE BOOKING ON PRETTLY, WHAT CAN I DO?
If you are experiencing difficulty, please try our Web chat, email us at email@example.com, or call 0203 432 0430. We will do our best to respond quickly and assist you with your booking.
I KEEP GETTING THE MESSAGE "THERE IS NOT ENOUGH AVAILABLE TIME FOR YOUR BOOKING", EVEN THOUGH THE PROFESSIONAL IS SHOWING AS AVAILABLE. WHAT IS THIS?
This message appears if there is a conflict between your postcode and the location of the therapist's home or her previous appointment. Almost always, if you contact us at firstname.lastname@example.org we are able to accommodate the appointment – so do not hesitate to check! Otherwise, you are welcome to choose a different time slot or therapist.
I CANNOT FIND A PROFESSIONAL FOR MY DESIRED TREATMENT OR DATE. WHAT CAN I DO?
Our booking system is kept as up-to-date as possible, so if you are having trouble finding a professional, it may be peak hours. Please email us at email@example.com for further assistance finding a professional.
WHAT HAPPENS IF EITHER MYSELF OR MY PROFESSIONAL ARE RUNNING LATE?
If you are running late for an appointment email us at firstname.lastname@example.org. If you are more than 15 minutes late, you may have to forfeit your appointment without refund (subject to the professional's availability to wait for you). If the professional is running late, we will notify you in advance - however we do allow a 10-15 minute window of time due to regular traffic issues in London! In general, timeliness is of utmost importance to us and our professionals, so rest assured that they will make every effort to be on time.
WHAT IF I HAVE QUESTIONS ABOUT THE PRODUCTS BEING USED (PREFERENCES, ALLERGIES, ETC.)? CAN I USE MY OWN PRODUCTS SUCH AS NAIL POLISH AND MAKEUP?
Every professional on the Prettly platform uses leading, high quality brands for treatments (such as Essie and OPI for nails). As Prettly is a curated platform connecting professionals to clients and not a direct beauty services provider, the products do tend to vary. If you have questions or concerns about products, please email us or call 0203 432 0430. For all of our services, you are more than welcome to provide your own products to your specific professionals.
HOW DOES TIPPING WORK?
Prettly is cash-less for your convenience, so tips are certainly not required nor expected by our therapists. If you do wish to provide a tip regardless, that is of course entirely up to you!
HOW DO I MAKE A COMPLAINT ABOUT THE SERVICE?
In the event that your beauty treatment did not meet our Prettly standards, we need to know the nature of the complaint within 24 hours of receiving the service. This is with the exception of gel nails, in which case we need to know within 5 days of receiving the service. Please email us with details and supporting photos where possible and we will get back to you shortly.
I WANT TO BUY SOMEONE A GIFT CARD. DO I NEED TO CREATE AN ACCOUNT?
No, this is not required. However, do note that the gift card recipient will have to create an account in order to redeem their gift card for treatments.
I HAVE RECEIVED A GIFT CARD FOR PRETTLY. WHAT DO I DO NEXT?
In order to redeem your gift card, you will first need to sign up for an account on our website. Then just follow the simple steps to book an appointment. It's that easy!
I'M A BEAUTY PROFESSIONAL. HOW CAN I LEARN MORE AND JOIN PRETTLY?
We are always looking for high quality, reliable beauty specialists to join our growing community. Please visit our Professionals' page here for more information.
WHO CAN I CONTACT IF I HAVE QUESTIONS, COMPLAINTS, OR GENERAL FEEDBACK?
We love feedback, are happy to answer questions, and will try our best to work out complaints right away! Just email us and we will get back to you shortly.
Please note that for complaints regarding beauty treatments, we need to know the nature of the complaint within 24 hours of receiving the service, with the exception of gel nails, in which case we need to know within 5 days of receiving the service. We ask that you email us with supporting photos, to enable us to make an informed decision. In most circumstances, we will try our best to arrange for your therapist to correct the work. Where this is not possible, we will seek the next best remedy..
DOES PRETTLY HAVE A MOBILE APP?
Yes! You can find our IOS app on the iTunes Store. Our Android app will be launching very soon too!