Terms & Conditions

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Our spa environment is one of relaxation and tranquillity. Please respect all spa guests’ right to privacy and serenity. In light of this, the spa is a mobile phone, pager, camera and smoke-free zone.

Opening times


Tuesday 09.00 – 19:00

Wednesday 09.00 – 19:00

Thursday 09.00 – 19:00

Friday 09.00 – 19:00

Saturday 09.00 – 19:00

Sunday 09.00 – 18.00

We advise that you arrive 15-20 minutes before the start of your treatment.


For reservations, please book at the spa reception, call +44 (0) 20 3301 1012 or email wellness@cloudtwelve.co.uk. We advise to book your treatment in advance in order to secure your preferred time.

Treatment requirements

Please note, for any peel treatment, it is highly advised to leave at least 7 days between treatments. All tinting treatments will require a patch test 24 hours in advance.

Children’s policy

Access to the spa and its facilities is restricted to over 16s, except Mondays from 9 until 12, when children, accompanied by guardians, are allowed to use the Salt Room.

Treatment cancellation policy

We require 48hrs notice for cancellations to avoid being charged. All treatments are subject to availability and all prices subject to revision. Cancellations made within the 48hrs will be charged at full price.

What to wear

On entry to the spa, you will be provided with a luxury Cloud Twelve robe and slippers. You may wear what is most comfortable for you under the robe, whether that is swimwear or underwear. You may change in the changing room facilities.

Health conditions

Please advise us of any health conditions, allergies or injuries that could affect your choice of treatment when making a reservation. We also recommend that if you have a pre-existing health condition, that you consult your doctor before any spa treatment.


Non-members can access the spa, salon, and clinic at an additional fee. Please ask reception for more details.


Cloud Twelve has specially selected treatments for expectant mothers. Please advise the Cloud Twelve spa team so that they can advise you on the most suitable treatments.


All offers are subject to availability. Cloud Twelve reserves the right to withdraw offers at any time.

Spa at home

To extend your Cloud Twelve spa experience within the home, products used in treatments are available for purchase.

Return of product

Unopened products can be returned or exchanged 14 days after purchase with a valid proof of purchase.

Gift vouchers

Gift vouchers are issued by Cloud Twelve Club Ltd. Gift vouchers can be redeemed over the phone. The code printed on the gift voucher is used for redemption over the phone. Gift vouchers are valid for 6 months of the date of purchase.
Cloud Twelve Club Ltd will not accept liability for lost, stolen or damaged vouchers. If any of these occur, please contact Cloud Twelve directly. Use of Cloud Twelve vouchers constitutes acceptance of the Cloud Twelve Club terms and conditions. This does not affect your legal rights.


Cloud Twelve holds no responsibility for the safety of money or valuables brought to the spa. Cloud Twelve are not liable for any damage, injury or consequential loss, unless it is solely due to negligence of the company, its employees or agents.