Customer help desk

How do I search for salons near me?

On the homepage or city pages you can enter your city or postcode into the search bar, or click on a city hub. Use the filters to narrow results by service type, price range or availability. Each salon card shows its address and rating, and you can click through for photos, services and booking options.

Can I follow a salon for updates?

A “Save salon” feature is being rolled out. Once enabled, you’ll be able to click a heart icon on a salon page to add it to your Saved Salons. Saved salons appear in your account dashboard, where you can manage your list. We’re also working on notifications so you can receive updates when a saved salon posts news or promotions. Until then you can bookmark the salon in your browser.

How do I book an appointment?

On each salon’s profile page there’s a booking request form under Request an appointment. Select the service you’d like, provide your name, email and phone number, and specify your preferred date and time. Add any notes about your preferences and click Submit. The salon will receive your request instantly and respond via email or phone to confirm. Some salons also provide direct booking links or a call-to-book button.

Where do I leave a review after my visit?

Visit the salon’s profile page and scroll to the Reviews section. You’ll see a Leave a review form where you can rate your experience and write feedback. Your reviews help other customers decide and give owners valuable insights. You can also leave a review from your booking history in your account dashboard.

Do I need to pay a deposit when booking?

Some salons require a deposit to secure your appointment. The deposit amount is calculated as a percentage of the service price, and the salon’s cancellation policy (strict, moderate or flexible) determines whether it’s refundable. You’ll see any deposit requirement and refund conditions before confirming your booking.

Can I cancel or reschedule my appointment?

Yes, but you should review the salon’s cancellation window before booking. Salons specify how much notice is needed to reschedule or cancel; late cancellations and no-shows may result in fees or loss of deposit. To cancel or reschedule, use the link in your confirmation email or contact the salon directly.

Can I edit or remove my review after posting it?

If you need to update your review, contact our support team at support@ratednails.com. We’ll help you make corrections as long as the review still reflects a genuine experience and complies with our guidelines.

Who do I contact for booking help?

If you have questions about a booking request or need assistance, email our concierge team at support@ratednails.com. Messages are routed to the appropriate specialist and we aim to respond within 24 hours. Live concierge support is available Monday through Friday, 9 am–6 pm GMT.

What if something goes wrong at an appointment?

We’re sorry if your visit didn’t go as planned. First, try resolving the issue directly with the salon - many misunderstandings can be fixed on the spot. If the salon isn’t responsive or you need further assistance, contact our support team at support@ratednails.com with details of your appointment. We’ll investigate, mediate between you and the salon, and help find a fair resolution.

Are reviews moderated?

Reviews must reflect genuine experiences and comply with our content standards. We reserve the right to remove reviews that are unlawful, misleading, defamatory or discriminatory. This ensures feedback remains fair and helpful for other customers.

Is my payment information secure?

Yes. All payments are processed through PCI-compliant partners and your billing details are encrypted and protected. We never store full card numbers on our servers.

How does Rated Nails use my personal data?

Our Privacy Policy outlines how we collect and process your data. We only use your information to facilitate bookings, improve the platform and, with your consent, send marketing communications. Salon owners must safeguard customer data and use it solely for legitimate booking or marketing purposes.

How do I delete my account?

You can close your account at any time from your account settings. Upon termination, certain clauses—such as intellectual property and dispute resolution—continue to apply.

What if I have a complaint or need a refund?

If you’re unhappy with your service, first try to resolve the issue directly with the salon. If that’s not possible or you need assistance with a refund or dispute, contact our support team at support@ratednails.com. We’ll investigate and mediate between you and the salon to reach a fair resolution.