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What does the Flawless Finish Guarantee cover?

At Townhouse, we strive to deliver a Flawless Finish every time and are proud to offer the industry’s first gel manicure guarantee! It’s simple – if you purchase any of our gel manicures (Signature, Luxury and Extensions) and experience any issues, for any reason over the following 7 days, we will happily fix it for free.

Please note, polish treatments, including those with the ‘BIAB / Super Gel Overlay’ are not included. 

How do I redeem the guarantee?

To redeem the guarantee, please email a photo(s) of the affected nails to [email protected] and our team will be in touch to handle the rest!

How does the Refer a Friend program work?

When you refer a new customer to Townhouse and they book, you’ll get a $10 credit towards your next booking! Your friend will also get $10 off their first visit. Win-win!

Is there a limit to the number of friends I can refer?

No, you can refer as many friends as you’d like as long as they are not existing Townhouse customers!

My friend referred me but my $10 credit isn’t showing!

The Townhouse Refer a Friend discount can only be applied to new accounts. If you are a new customer and are having issues with the referral code, please contact our Customer Care team at [email protected].

Who is eligible for the Refer a Friend program?

Anyone can refer a friend as long as they have a Townhouse account! You can only get refer friends who are new Townhouse customers who do not yet have a Townhouse account.

Can I use the Refer a Friend discount with other promotions or discounts?

No, the Refer a Friend discount cannot be used in conjunction with other promotions or discounts.

How do I get my unique referral code?

You can find your unique referral code in your Profile on the Townhouse website. On your browser, click the My Profile icon on the top right and head to the ‘Refer a Friend’ section!

I’ve referred a friend. When will I get my $10 credit?

Once your friend completes their first visit at Townhouse, you will receive an e-mail confirming your $10 credit for your next visit!

Can I use all my Refer a Friend credits at once?

Your Refer a Friend credits can only be used in $10 increments, which are automatically applied to your booking’s invoice.

Townhouse is cashless – we only accept payment by debit or credit card. We accept Visa, Mastercard, American Express, Apple Pay and Google Pay. You are welcome to provide a cash tip to Nail Artists.

If you love your service, please feel free to leave a tip. At Townhouse 100% of tips (even when on credit or debit card – we pay the fee) are passed on to the specific Nail Artist you saw!

We only take online bookings, making it super easy to check your appointment time once booked and cancel and reschedule if/when life happens.

We do not take bookings or cancellations by phone but we have made it very easy to do both online – give it a try or ask one of our team in salon who would be delighted to help.

We ask that you arrive at least 5 minutes before your scheduled treatment time so that you can check-in. If you are running late, please let us know by email at [email protected].

To ensure we provide a high quality service to all clients, arrivals more than 10 minutes after the scheduled booking time may result in the appointment being cancelled and a charge equal to the cost of your treatment(s) being applied.

Cancelling/changing more than 6 hours in advance:

Life happens so we have made it super easy to cancel or change your appointment – please feel free to do so! Cancellations/changes more than 6 hours before your appointment start time are completely free.

Cancelling/changes within 6 hours/no shows:

Cancellations/changes within 6 hours and no shows will result in a charge equal to the cost of the treatment(s) you have booked in for.

More than 90% of our appointments are made in advance and so walk in availability is very limited! We recommend that all clients book in advance. That said, if you are walking by you are welcome to check on the kiosk for the latest availability and we will do our best to accommodate you.

Townhouse gift cards are available to buy via our website and in salon. Gift cards are redeemable against Townhouse treatments, drinks and retail products.
 
Townhouse gift cards are non-transferable and resale is prohibited. Gift cards cannot be redeemed at Townhouse salons outside of the USA.

Townhouse has a range of drink options available for purchase in salon. You are free to bring non-alcoholic beverages to the salon.

For the convenience of other customers, we do not allow food to be consumed in the salon. 

Ages 8-16:

Ages 8-16: Written parental/guardian consent is required for each child aged 8-16 receiving a treatment – a form will be provided prior to treatment start time. A parent or guardian must also accompany any child aged 12 or under during their treatment. We offer our ‘Color Refresh’ (a light buff & shape, with polish) to children 8-14, we do not offer gel or extensions treatments to those aged below 14. Any bookings cancelled due to non-compliance with this policy will be non-refundable.

Under 8s: 

Children under the age of 8 are not permitted to have treatments. Children under the age of 8 may accompany adult customers to their appointments but they must be accompanied at all times. As our locations are working nail salons, it can be dangerous for children not to be closely looked after and we reserve the right to terminate a client’s treatment if their child is posing a health and safety risk to themselves or others or is disturbing other customers due to lack of supervision. Any bookings cancelled due to non-compliance with this policy will be non-refundable.

Due to California state law, no pets are allowed in salon with the exception of certified service animals.

When booking online, please enter relevant information into the box titled ‘Please list any allergies/medical conditions we should be aware of’. Please refer to our Terms & Conditions for an example list of conditions that may prevent us from completing treatments and consult your physician. If you have any concerns, please send us an email to [email protected].

If you have a disability that may affect your ability to receive a treatment in anyway, please email us at [email protected] and we will do our best to accommodate and support you.

Townhouse is a perfect place for events from gatherings of friends, birthdays, baby showers all the way up to launch parties and corporate events. We would be delighted to assist you in planning your own bespoke gathering – please email [email protected] for further details.

If you are interested in joining the Townhouse team, please visit our Careers Page here. We would love to hear from you!

If you would like to get in touch with our PR team, please drop us a line at [email protected].

Are Townhouse products cruelty-free?

Yes! Townhouse does not conduct, commission and will not be party to animal testing of any of our products .

Why does the product not display any cruelty-free accreditation i.e. leaping bunny?

We understand how important gaining accreditation from recognized organizations is. Gaining accreditation can take a little time and we were keen to get Townhouse products to you as quickly as possible. We aim to work on gaining accreditation over the coming months.

How can you be certain that Townhouse products are cruelty-free?

We work with globally recognized manufacturers who ensure that our products are developed and manufactured in line with recognized standards for cruelty-free products.

Are Townhouse products good quality?

Absolutely! All Townhouse products are produced under the conditions of good manufacturing practice (GMP). They also comply with EC Cosmetics Regulation (1223/2009) as well as FDA regulations.

Are Townhouse products suitable for vegans?

Yes! Please see details below.

Animal ingredients: The manufacture and development of the product line, and its ingredients, did not involve the use of any animal product, by product or derivative.

Animal testing: The development and manufacture of the product line, and its ingredients, did not involve testing of any sort on animals, conducted at the initiative of Townhouse or on our behalf.

Hygiene standards: Our manufacturer has taken all steps to remove the risk of cross-contamination from non-vegan sources throughout the production process.

Why does the product not display the vegan society accreditation symbol?

We understand how important gaining accreditation from recognized organizations is. Gaining accreditation can take a little time and we were keen to get Townhouse products to you as quickly as possible. We aim to work on gaining accreditation over the coming months.

How can you be certain that your products are vegan?

We work with globally recognized manufacturers who ensure that our products are developed and manufactured in line with recognized standards for vegan products.

What is the expiration date on the Townhouse products?

The products remain in good condition for a period of 12 months after opening/first use.

Where can I get information on the exact ingredients in each product?

Detailed ingredient information can be found on the back of each product packaging.

Are Townhouse products recyclable?

Yes, all our products are 100% recyclable!

I am gluten restricted. Can I use your products?

Our Cream #1 contains Oat Flour, which means that it is not gluten-free. Our Cuticle Oil and Hand Cleanser have been produced in facilities where other products containing gluten are manufactured. Therefore we are unable to declare Townhouse products to be gluten free, as there remains potential for cross contamination among raw materials during the production process.

I am allergic to nuts. Can I use your products?

Townhouse products do not contain any materials derived from nuts. However, it is important to note that they are manufactured in facilities where other products that do contain nut oils are also produced. Therefore we are unable to declare Townhouse products to be nut free as there remains potential for cross contamination among raw materials during the production process.

How can I return an item?

If you are not completely happy with your Townhouse purchase, please contact the Townhouse Customer Care Team at [email protected]. They will advise you on how to make a return.

We reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged.

Unless faulty, cosmetic products which have been opened cannot be refunded.

All returns are evaluated before being processed. 

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