Booking terms

Last updated 15 October 2026. These terms apply to bookings on the UK and US sites.

1. Who we are

Darling Mellow Ltd (trading as Wellknown), registered in England and Wales, company number 16314161. Contact: hello@wellknown.online.

2. What we do: we are a booking agent

2.1 Wellknown lists and sells treatments and sessions at spas, massage studios, saunas and float centres (“venues”). We do not own or run any venue and we do not give treatments.

2.2 When you book, we act as the venue's agent. Your contract for the treatment is made directly with the venue named on your booking, on these terms and the venue's own rules (for example minimum age, arrival time and what to wear), which are shown on the listing and your confirmation.

2.3 The venue is responsible for the treatment, for its therapists and their qualifications, for any licence its local authority requires, and for its own insurance.

2.4 Venues pay us a commission on bookings. The commission is included in the price you see; it is never added on top.

3. Prices and payment

3.1 The price shown before you pay is the total price for the treatment, the number of people and the date you chose, including any peak-date pricing and any offer the venue runs, plus our booking fee of £1.95 on the UK site or $2.49 on the US site. UK prices are in pounds and include any VAT the venue charges. US prices are in dollars; any sales tax a venue must charge is included in its price.

3.2 You pay the full price when you book. We take payment for the treatment as the venue's agent, so paying us settles what you owe the venue for what you booked; the booking fee is our charge for arranging the booking. Do not pay the venue again. Payments are processed by Stripe and appear on your statement with WELLKNOWN in the description.

3.3 Extras you arrange directly with the venue on the day (for example an add-on treatment or a drink) are between you and the venue. Tips are up to you and go to the venue directly.

4. Your booking and your health

4.1 Your booking is confirmed when payment succeeds and we send your confirmation email.

4.2 For each guest you must give accurate answers to the health questions (age, pregnancy, and conditions such as high blood pressure, heart conditions, recent surgery or injury). We pass these to the venue, with your consent, so it can give the treatment safely. We do not give medical advice. If you are unsure whether a treatment is suitable, ask your doctor before you book.

4.3 The venue's therapist has the final say on the day. A venue may refuse or change a treatment if a guest does not meet its published rules or did not give accurate health answers. In that case the refund is decided by the cancellation policy as though you had cancelled at the appointment time.

4.4 Arrive on time. If you are late the venue may shorten your treatment so the next guest is not delayed. If you don't arrive, it counts as a cancellation at the appointment time.

5. Cancellations and refunds

5.1 Each venue sets its own cancellation policy, counted in hours before your appointment. It is shown on the venue's page, on the booking form before you pay, and in your confirmation, and it decides any refund if you cancel.

5.2 To cancel, email hello@wellknown.online with your booking reference. The time we receive your email is the time of cancellation. Refunds go back to the card you paid with, usually within 5 to 10 working days.

5.3 The booking fee is not refundable if you cancel, but any refund of the treatment price follows the venue's policy. If the venue cancels or cannot provide the treatment, or we cancel, you get a full refund including the booking fee.

5.4 To change the time or date, contact us. Changes depend on availability and any price difference is charged or refunded.

5.5 UK customers: treatments booked for a specific date are leisure services, so the 14-day cancellation right under the Consumer Contracts Regulations does not apply. The venue's policy applies instead.

6. If something goes wrong

6.1 Tell the venue straight away, and email us with your booking reference. We aim to acknowledge complaints within 2 working days. Complaints about a treatment are passed to the venue and we follow them up to a response.

6.2 The venue is responsible for the treatment. Our responsibility is to take and pass on your booking correctly, process your payment and refunds, and give you accurate information. If we fail to do those things, we are responsible for loss that was a foreseeable result of our failure.

6.3 Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or any rights you have that the law says can't be limited: in the UK under the Consumer Rights Act 2015, and in the US under the consumer protection laws of your state.

6.4 Neither we nor the venue are responsible for failing to perform because of events outside reasonable control, such as severe weather, fire, flood or a government restriction. If a booking cannot go ahead for that reason, you get a full refund.

7. Listings

Venues marked “not bookable online yet” have not joined Wellknown. We show them from OpenStreetMap so you can see what's in an area, but we have no arrangement with them and can't vouch for them.

8. Your data

We share your booking and your health answers with the venue you book so it can look after you. See our privacy notice.

9. Law

For UK customers these terms are governed by the law of England and Wales, and you can bring a claim in the courts of England and Wales or, if you live in Scotland or Northern Ireland, in your local courts. For US customers, nothing in these terms takes away the protection of the consumer laws of the state you live in, and you can bring a claim in your local small claims court.