GOT
QUESTIONS?
We’ve got answers.
From booking to credits, memberships to treatments… here’s everything you need to know before (or after) stepping into The Den.
GENERAL FAQs
Do I need to be a member to book?
Nope. You can use our pay-as-you-go credit bundles anytime.
But if you’re a regular, membership gets you more value, more perks, and exclusive access.
I’m not a member or customer. Can I still use The Den?
You’ll need to be visiting for a booked service or treatment to use The Den and its facilities.
The only exception is if you’re accompanying a customer or member who has an appointment. Each customer or member may bring one guest, who can enjoy the facilities without booking a service or treatment. Any drinks purchased by guests must be paid for separately.
Can I walk in without booking?
Yes, walk-ins are welcome, and we’ll always fit you in if we can. However, we can’t guarantee an appointment if The Den is busy, so we recommend booking through the app in advance to avoid disappointment.
Can I bring a guest with me?
Yes. If you’re visiting The Den for a booked service or treatment, you’re welcome to bring one guest with you to enjoy the lounge facilities.
They don’t need to book a service or treatment, but any drinks they have will need to be purchased separately.
Do I need to book everything through the app?
Yes, all appointments are booked via The Den app.
It’s quick, easy, and keeps your credit balance, appointments, and history all in one place.
Download our app
Can I choose my artist?
Absolutely. Pick who you want to see when booking in the app… if they’re available, they’re yours.
Is The Den just for men?
Yes… sorry ladies! Our services, space and ethos are designed just for men.
THE APP
Do I need to log in to use the app?
No. You can browse as a guest, but to book a service or become a member, you’ll need to create an account.
How do I book a service?
Once you’ve created an account:
- Choose your service
- Pick your preferred barber or therapist
- Select the date and time
- Confirm and pay using credits
Non-members can view the appointment calendar up to 30 days ahead. Monthly members see 2 months ahead. Annual members get 12 months of booking visibility.
Download our app
I'm not a member, can I still book?
Yes, just purchase a credit bundle in the app and use them to book services as you go.
Do I need to enter my phone number when booking a service?
Yes, a phone number is required when booking any service.
It helps us send booking confirmations and contact you if needed.
How do I become a member?
You can sign up directly in the app.
- Choose a monthly or annual tier
- Your first month’s credits land in your account straight away, so you can start booking services right away
- Credits will then auto-renew monthly on your billing date
- Annual members receive their full 12-month credit balance upfront
How do I find my bookings?
Head to the Bookings section (calendar icon) to view all your upcoming and past appointments. You can also reschedule or cancel appointments directly from here.
What happens if I cancel a booking?
We get it, sometimes life gets in the way. If you need to cancel or reschedule, you can do it quickly through the app.
- Go to your Bookings section (calendar icon)
- Select your appointment
- Choose to cancel or move it
Here’s how your credits are handled:
- More than 48 hours’ notice: full credit refund
- 24–48 hours’ notice: 50% credit refund
- Less than 24 hours or no-show: no refund
We’ll always try to be fair, but these windows help protect our team’s time and allow others to book in your place.
Where can I view my membership and credits?
Go to your Profile (person icon) to see your available credits, membership type, and renewal info. You can also join or cancel a membership from this section.
You’ll need to create an account to access this area. A phone number is mandatory when booking services.
How do I update my details?
You can edit your personal info, including your name, phone number, and email, in the Profile (person icon) section.
Can I change or update my membership tier?
Yes, if you’re on a monthly plan, you can upgrade to a higher tier at any time in the Profile (person icon) section. Upgrades take effect immediately after your next billing cycle.
How do I cancel my membership?
You can cancel your membership at any time via the Profile section (person icon).
Your membership will remain active until the end of your current billing period and won’t renew after that.
Any credits already on your account will remain available until their normal expiry date, but membership payments and unused credits are non-refundable and can’t be exchanged for cash.
Can I see how many credits I have left?
Absolutely. You can view your current credit balance at any time in the Profile section (person icon).
Can I save my favourite services?
Yes. Tap the heart icon on any treatment to add it to your Favourites. You’ll find them in the favourites section (heart icon) for quicker rebooking next time.
What can I see on the Home screen?
On the Home section, you can:
- View or join your membership
- Toggle between categories and services
- Browse and book what you need
- See featured products and offers
- I’m having issues with the app. Help?
Try restarting, checking for updates, or reinstalling. Still stuck? Drop us a message, and we’ll sort it out.
YOUR VISIT TO THE DEN
Can I hang out before or after my appointment?
Yes. Customers and members can arrive up to one hour before or stay up to one hour after their appointment to enjoy The Den’s facilities.
Play pool, throw darts, watch sport or relax with a drink. You can also bring one guest with you.
What’s the vibe like inside?
It’s relaxed, masculine, and designed to feel like your own private space… Minus the ego!
Expect premium interiors, good music, live sport on screen, and a team that actually cares.
What drinks do you offer?
We’ve got barista-style coffee, craft beer, soft drinks, and the occasional spirits.
It’s all complimentary with your appointment, enjoy it before, during, or after your treatment.
What happens when I walk in?
You’ll be greeted by front of house, checked in, and offered a drink while you wait or wind down.
We’ll already know what you’ve booked through the app, so all you need to do is relax.
What are your opening hours?
We’re open:
Monday – Closed
Tuesday – 10am – 6pm
Wednesday – 10am – 6pm
Thursday – 10am – 8pm
Friday – 10am – 6pm
Saturday – 8am – 4pm
Sunday – Closed
Member evenings and events may run later — check your emails or the app for invites.
CREDITS & BOOKING SYSTEM
Do I pay for everything in credits?
Yes, all services, packages, and event tickets are paid for using credits through the app. The only exception is our in-store merch, which you can buy directly when you’re in with a cashless payment.
What’s a credit and how does it work?
You use credits to book any treatment or package through the app.
1 credit = £1 for non-members.
Members get more credit for their money depending on their tier.
How long do credits last?
All monthly membership credits and top-up credits are valid for 60 days (1-month rollover from when they land).
Annual members receive all their credits upfront, valid for the full 12-month period. If the membership isn’t renewed after 12 months, any unused credits will expire 1 month later.
You’ll be able to see your credit expiry dates in the app, and we’ll also email you a reminder before any credits expire, so you’ve got time to use them.
Can I buy extra credits?
Yes. You can top up at any time through the app.
Top Up Credits
Can I use credits across different services?
Yes, your credits are flexible. Use them on barbering, treatments, aesthetics, or packages.
Can I get a refund for any unused credits?
No. Unused credits are non-refundable and can’t be exchanged for cash, even if you cancel your membership.
We recommend using any remaining credits before they expire.
MEMBERSHIPS
How do memberships work?
You can sign up directly in the app. Pick a tier and start your plan immediately. Your first month’s credits land in your account straight away, so you can start booking services right away. After that, your membership renews monthly or annually, depending on what you choose. Annual members receive their full year of credits upfront and unlock 12 months of booking access in advance. You’ll also unlock priority booking, exclusive perks, and access to members-only events, all of which can be easily managed through the app.
What’s included in each membership tier?
Each level comes with more credits and perks.
Higher tiers include birthday treatments, free event tickets, and priority access to new services.
Do credits roll over?
Yes, credits roll over for 1 month only. Use them while they’re fresh.
Can I cancel or pause my membership?
You can cancel your membership at any time through The Badgers Den app.
Your membership will remain active until the end of your current billing period, after which it won’t renew.
We’re currently working on a pause function, so check back soon.
What happens to appointments I've already booked if I cancel my membership?
Any appointments you’ve already booked will remain in place as normal, even if you’ve cancelled your membership.
If you no longer wish to attend, you’ll need to cancel or reschedule your appointment through The Badgers Den app. Our standard cancellation policy will still apply.
Will I lose my credits if I cancel my membership?
No. Cancelling your membership doesn’t remove any credits already in your account.
They’ll remain available until their normal expiry date, so you’ll still have time to use them after your membership ends, provided they haven’t expired. Subject to our credit validity policy.
Will I receive a refund if I cancel my membership?
No. Membership payments are non-refundable, and any credits purchased or received as part of your membership cannot be exchanged for cash or refunded.
You’ll continue to enjoy your membership until the end of your current billing period, and any remaining credits will stay available until their normal expiry date.
When does my membership cancellation take effect?
If you cancel your membership, it won’t renew at your next billing date.
You’ll continue to receive all of your membership benefits until the end of your current billing period.
TREATMENTS & SERVICES
Do I have to book everything in a package at once?
Nope. Packages are flexible. Book each treatment when it suits you, we’ll keep track in the app.
Do you offer consultations for aesthetics?
Yes, you can book a consultation through the app before committing to any advanced treatment.
Are your barbers and therapists qualified?
Absolutely. All of our artists are trained, professional and vetted (and damn good at what they do).
Is there an age limit?
Some services (like aesthetics) are 18+ only. Under-18s are welcome for barbering services with a parent or guardian.
Do you offer treatments for sensitive skin?
We do. Just mention any concerns when you book, and we’ll tailor things to you.
What if I’ve got allergies or medical conditions?
Let us know in the app or when you arrive, and we’ll make sure your treatment is safe and suited to you.
TERMS, POLICIES & SUPPORT
What are your booking terms and conditions?
Follow the link to read our full booking terms
What’s your cancellation policy?
We ask for at least 48 hours’ notice. If you cancel too late or miss your appointment, credits will be deducted from your account.
What’s your privacy policy?
At The Badgers Den, we are committed to protecting your privacy and handling your personal information responsibly. Our Privacy Policy explains how we collect, use, and protect your personal data when you interact with our UK-based website and mobile app.
Still got questions?
Or better yet, come in, have a trim, and ask us in person.