Before Your Appointment

Please arrive 10 minutes prior to your appointment, so that your treatment session can start at the appointed time.

If you are a new customer, we ask that you arrive at least 15 minutes before your appointment, to allow enough time to complete the initial registration procedure.

Spa Etiquette

For the comfort and enjoyment of all our clients, we kindly request that you speak quietly and refrain from using your mobile phone whilst on the premises.

Cancelling Your Spa Booking

Please note that we will need to obtain payment details in order to book and appointment, and require 24 hours’ notice to change or cancel an appointment. Should you fail to give us notice in time, we always try our best to rebook the appointment slot with another customer on the waiting list, but if we are unable to do so then you may be charged the full cost of the treatment.

We always try to match clients with therapists whose training and expertise is most suited to their treatment requirements. However, should you find yourself dissatisfied with your spa, massage, or beauty treatment, please inform your therapist as soon as possible that you wish to end the session, and we will try to find a suitable replacement. Provided you end the session within the first 15 minutes, you will not be charged for that session. However, if you do not end the session, then you will be charged the full cost of the session.

Health Conditions & Pregnancy

Before you undergo any treatments, it is extremely important that you inform us of any health conditions you have, or medication you might be taking. If in doubt, please ask your therapist. Our reception staff also have a list of contraindicated conditions.

It is also important that you inform us at the time of booking if you are pregnant, as some of our products and treatments are not recommended during pregnancy, especially the first trimester.

Nail Aftercare Service

If you chip your nails within 3 days after lacquering (4 days for gel), we will offer you a free touch-up within 7 days of your treatment.

Gift Cards & Vouchers

Gift cards and e-vouchers are available for both product and/or treatment purchases. These are valid for a period of 12 months from the date of purchase, and are non-refundable. Please enquire at reception, or email us at info@koia.london for more information.

Course Discounts & Special Offers

Clinic Treatments

Buy a course of 5 clinic treatments, and you will get a 10% discount on the standard price.

Beauty & Spa Treatments

Buy a course of 5 beauty or spa treatments, and you will get a 6th treatment free!

Age Policy

Our treatments are tailored for adults, and no-one under the age of 14 is allowed in the spa premises. At our discretion, we may provide certain treatments to those aged between 16 and 18, on a case-by-case basis, provided they have parental consent.

Please note that we do not have facilities for babies or young children, so we kindly ask that you make arrangements for someone to care for them during your treatment.

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