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FAQ

We've gathered together the most common questions posed to Wahanda and answered them as best we can. We hope they help with the one that's niggling you...

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General enquiries

My orders

Wahanda community

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General enquiries

What is Wahanda?

Wahanda is a health, beauty and wellness ecosystem. In our ecosystem, you’ll find comprehensive listings of spas, salons and health centres all around the globe. You’ll also find a big pond of knowledge - everything you need to know about treatments, classes and therapies. So, if you’re wondering where your nearest spa is, whether to wax or shave, what to eat before yoga or maybe you’re just curious about colonics, at Wahanda you can gather together a scrapbook of everything you need to know and all the exciting spas and clinics around the world you want to try out.

Wahanda is a Native American word for “great spirit and creator”. We think it sums up our energy and passion for health, beauty and happiness.

What we’re not:

  • We don’t own spas.
  • We don’t manufacture cosmetics.
  • We’re just people who are passionate about wellness.

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How can I find out more about Wahanda?

We don’t blame you for being so interested in Wahanda’s inner workings, we are quite special. Check out our About Us page to find out what makes our world go round. An email to community@wahanda.com will get you an answer to any more specific questions you have – so fire away!

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Where can I use my Wahanda Spa Gift Voucher?

Click here to view the hundreds of venues nationwide that accept the voucher and navigate to your chosen area via the searchable map. You're spoilt for choice.

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How can I make a complaint about a venue?

We hope that the venues we work with are up to scratch, but if you think otherwise, you can let them know. It is essential that you try to take up any objections you have at the time with the venue itself, as that's the best way of getting these things smoothed over. First try to speak to the owner or manager – often misunderstandings, mistakes or problems can be addressed or rectified right away by the venue themselves.

Failing that, please write to our Customer Experience team, providing the following information:

  • Name
  • Order reference
  • Date of appointment
  • Summary of complaint
  • Outcome of feedback to owner/manager

Please be brief and bullet-point your comments. We will then take up the matter with the venue, and will try our best to resolve the matter within 30 days.

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My Orders

Where is my booking confirmation email?

We send out the confirmation email as soon as you have completed your order, honest!

They do vanish sometimes into the world-wide-black-hole somewhere – we suspect it lands up in the same place as all those missing pens. If you don't seem to have your email, please check your junk mail folder first. If you do find it there, please label it as 'Not junk' and add the address to your accepted emails list – that should stop it happening next time.

If it is still not there, the instructions to resend your email should be helpful.

I have lost my booking confirmation email

No problem, just email Customer Experience, telling us:

  • the email address used to complete your purchase
  • date of booking
  • details of your purchase (spa/salon name, treatment, price etc)

We'll then resend your confirmation email and you'll be able to enjoy some well-deserved pampering!

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Why hasn't my voucher arrived yet?

Sorry it hasn't got there yet.

eVouchers should arrive as soon as you complete your order – see the suggestions for finding a missing booking confirmation email if yours hasn't arrived.

For vouchers that brave the postal service, please check the Delivery Options section under that specific offer for a delivery timescale. Most vouchers should take 3-5 working days to reach you; if it's been longer than this then send us an email or call us on 0800 121 4536 so we can find out where it's hiding.

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I am struggling to get in touch with a venue

First of all be aware that if it is a popular venue or offer then phones may be a bit busy – have you tried sending them an email? Booking far in advance for eVoucher purchases is recommended, so you don't risk it expiring before you can arrange an appointment. If you still can't get through, write to us at customer.experience@wahanda.com, supplying us with the following:

  • order reference number
  • name(s)
  • 3 Preferred date(s) and times
  • treatment (if one of an option)
  • venue (if one of an option)
  • contact telephone number

We'll forward your details on to our contact at the spa/salon, with a request for them to confirm with you as soon as possible.

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Where do I add my promotional code?

When buying one of our awesome deals, in the Order Details box, you'll see a link that says 'Add a promotional code’. Simply click on this link to enter your code in the exact same format as we sent it to you, ensuring that there are no spaces or gaps. Ch-ching!

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What if I need to change my booking?

We hope you won't need to cancel your booking, but we're here to help if you do. When requesting an amendment or cancellation you need to contact us via email or phone.

Please provide:

  • Reason why you need to cancel or amend
  • Booking order reference
  • Contact number and email address
  • Any other information we may find useful

Before you contact us, please read the Wahanda Refund and Cancellation Policy to ensure you are eligible to amend or cancel your booking.

Once we've received and processed your request we will either reschedule your appointment, transfer your booking or issue you with a credit note so that you can use it to purchase an alternative offer when it suits you.

If you require any further assistance regarding cancellations and amendments please feel free to contact our Customer Experience team or call 0800 121 4536 if you'd prefer a chat.

Wahanda Refund and Cancellation Policy

Timed or dated appointments (including spa days and spa breaks)
Wahanda offers a 24hr ‘change of mind’ guarantee from the time of purchase. If you change your mind, we will give you 100% refund to the original method of payment, subject to our Partner Cancellation Policy (below).
After 24hrs: we offer a credit note to the full value of the purchase (6 month expiry). Credit notes can only be used online and must be redeemed in full as no change can be given.

eVouchers
Wahanda offers a 7 working days ‘change of mind’ guarantee which begins from the day after purchase. If you change your mind, we will give you 100% refund to the original method of payment, subject to our Partner Cancellation Policy (below). An eVoucher cannot be refunded once redeemed.
After 7 days: we offer a credit note to the full value of the eVoucher (6 month expiry). Credit notes can only be used online and must be redeemed in full as no change can be given.

Partner Cancellation Policy: All of our partners have a cancellation policy which means no bookings can be amended or cancelled within a specific period leading up to the date of your appointment. For example, a policy of 24hrs means no booking can be amended or cancelled within 24hrs leading up to the date of your appointment. Requests for an amendment or cancellation within the Partner Cancellation Policy must be made directly to the Partner. The Partner’s decision is final.

Wahanda Gift Vouchers
Wahanda offers a 7 working days ‘change of mind’ guarantee which begins from the day after purchase. If you change your mind, we will give you 100% refund to the original method of payment. A Wahanda Gift Voucher cannot be refunded once redeemed.
After 7 days: we offer a credit note to the full value of the Wahanda Gift Voucher (6 month expiry). Credit notes can only be used online and must be redeemed in full as no change can be given.
After 6 months: Wahanda Gift Vouchers are valid for 6 months from the date of purchase. Wahanda Gift Vouchers cannot be redeemed once the expiry date has passed.

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How can I sort out a billing error?

If you suspect you've been charged a different price from that indicated on the site then write to us at Customer Experience and we will sort it out. Simply give us the following:

  • order reference number
  • charge involved

Depending on our findings we may ask for proof (eg. a card statement)

If, while attending your appointment, you are asked for a supplementary charge then again write to us with the following:

  • order reference number
  • date of appointment
  • charge involved
  • reason given for extra charge
  • name of staff member who made the charge

Unless otherwise stated in the terms and conditions of the offer, you should not incur any further cost. We will then look into it for you.

I've found an offer cheaper somewhere else

The Wahanda spa price match guarantee

We'll refund the difference if you find the exact same offer cheaper within 24 hours.

To make a price match guarantee request, just email customer.experience@wahanda.com with the following information, within 24 hours of booking with us:

  • the name of the UK website where the product is cheaper
  • a screenshot of the cheaper offer (including the date and time visited);
  • the total cost of the cheaper product (including all taxes, booking fees, delivery charges, etc);
  • your search criteria (dates / times / service etc);
  • your name, email address and contact telephone number
  • your Wahanda order number.

We will review the details and reply to you via email within three working days.

Upon our acceptance of your price match guarantee request, please allow 21 days for the refund to be credited as a second transaction on the credit or debit card that was used for the original purchase. The time taken for the refund to appear on the credit or debit card statement varies so the amount may not show on your next statement.

Terms and conditions

To be valid, any request for the price match guarantee must meet the following conditions:

  • This price guarantee applies only to spa items purchased on the Wahanda website;
  • This price guarantee does not apply to products purchased on the Wahanda website;
  • The price match guarantee only applies to purchases made on the Wahanda website compared against offers made on another UK website;
  • We must receive your email requesting a price match guarantee within 24 hours of you booking the spa deal with us;
  • The price match guarantee request must be emailed to the address specified by Wahanda, and must include all of the above supporting information we request;
  • The price match guarantee does not apply to any special, promotional or discounted offers on the other website including, without limitation, discounts or promotions obtained using coupons, vouchers, members’ discounts or promo codes;
  • This price guarantee does not apply to products purchased on the Wahanda website;
  • Prices will be compared on the total product price and when calculating the competitor's total product price the comparison will include the cost of the product plus handling and delivery charges as well as any taxes, fees or other charges.

The Wahanda price match guarantee is subject to change and can be withdrawn at any time.

To claim, email Customer Experience with your order reference, the name of the website where the deal is cheaper, and a screenshot of or link to the cheaper offer. Please note the offer must match on '''all''' terms, such as and including availability, treatment duration, package inclusions, validity, and RRP. The price guarantee applies only to UK internet retailers that have the identical product immediately available (not on request).

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Wahanda Community

Help, I can't log in!

It’s so annoying when you can’t find the scrap of paper where you scribbled down that crucial password. Firstly you need to be sure you have a profile on Wahanda. Often people buy a brilliant treatment on Wahanda or sign up to our newsletters but don't create a profile. If this is you, click to sign up and get started.

If you do have a profile on Wahanda, simply click on the 'Forgot your password?' link and we'll send you a password reset link. Still having problems? Email us and we’d be glad to help you out.

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How can I change some of my Wahanda profile details?

If you have a profile with Wahanda, simply click on the ‘login’ button, then click on your profile pic or avatar and then on 'Edit your profile'. Change your details and the whole Wahanda Community will be more up to date with the exciting changes in your life.

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How can I unsubscribe from one of your newsletters?

We’re sad that you’re leaving us, but unsubscribing from our newsletters is easy. Simply click the link at the bottom of the newsletter saying ’click here to unsubscribe’ and follow the onscreen instructions. If this fails, email our Community team, making sure that you give us your email address details so we know who you are!

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How can I find out more about a particular health or beauty topic?

We've got thousands of salon and spa reviews by consumers like you and honest beauty advice from leading gurus in our blogs and Q&A section. Why not head to the advice section of our site to pose your questions about the world of wellness?

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How can I give feedback for a venue or treatment?

Join the Wahanda Community by clicking register. Then you can write reviews and ask or answer questions with the rest of the community to your heart's content.

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I feel a review posted on your site should be removed

Reviews often come down to personal opinion so it’s hard to prove them ‘right’ or ‘wrong’ but the first step is to take a quick look at our community guidelines page to see if the review has broken them. If they’ve been naughty enough to threaten, use bad language or you can prove they’ve used a false identity, drop us an email and it’ll be gone quick as a flash.

Alternatively if you are a business, you can use this chance to show the Wahanda Community how good you are at dealing with misunderstandings. Comment on the review with your feedback, and a useful response that deals with the issue will be sitting on the page for all to see.

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Want to Work with us?

How can I promote deals and offers on our listing?

Upgrade to a premium listing and you'll have a dedicated account manager meeting your every need. They'll walk you through the process of uploading all the treatments and deals you offer to help make your venue shine out above the rest. Contact supply@wahanda.com and we'll soon be selling your services to our 1,000,000 monthly visitors.

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I'm interested in a job at Wahanda

We’re a small team with big ideas and we’re growing fast. If you’re talented and keen to join us, click here to see what roles we’re looking for at the moment and then email jobs@wahanda.com with your CV. Tell us how you can make our dream team that bit dreamier.

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