What does the Flawless Finish Guarantee cover?
At Townhouse, we strive to deliver a Flawless Finish every time and are proud to offer the industry’s first gel manicure guarantee! It’s simple – if you purchase any of our gel manicures (Signature, Luxury and Extensions, plus the ‘BIAB / Super Gel Overlay’ add-on) and should you experience chipping or lifting over the following 7 days, we will happily fix it for free. Moved house, gone rock climbing? This is a no questions asked guarantee – we’ve got you!
The guarantee does not cover Polish or Express treatments.
How do I redeem the guarantee?
To redeem the guarantee, please email a photo(s) of the affected nails to zennailloungeupland@gmail.com and our team will be in touch to handle the rest! Issues must be reported within 7 days from the time of treatment (e.g. if treatment is booked for 5pm on a Friday, by no later than 5pm the following Friday).
Does ZenNail offer Memberships?
At the moment, ZenNail memberships aren’t available to the public and are currently only open to former GLOSSLAB members whose plans have been transferred to Townhouse.
If you’d like to be first in line when we open memberships again, simply sign up for our newsletter. You’ll be added to our waitlist and we’ll be in touch the moment new spots become available.
I had a GLOSSLAB membership before ZenNail acquired GLOSSLAB. Is this still valid?
Yes! If you had an active GLOSSLAB membership when ZenNail acquired GLOSSLAB, it has been transferred to the equivalent Townhouse membership. You should have received an email confirming the change, along with all the details of your new plan.
Your membership has been matched as follows:
Where can I find the details of my new ZenNail membership?
For more information on Townhouse Memberships, please visit the link here.
How do I freeze or cancel my membership?
If you’d like to pause or cancel your membership, please email zennailloungeupland@gmail.com.
ZenNail is cashless – we only accept payment by debit or credit card. If a card on file has expired, you will be contacted for another card for payment. You are welcome to provide a cash tip to Nail Artists.
Why is a 20% tip being added to my online booking?
A 20% tip will be automatically added to your appointment. This helps ensure our talented Nail Artists are recognised for their incredible work and allows for a seamless, stress-free checkout experience. 100% of the tip goes to your specific Nail Artist and pays all credit card fees. You are free to modify the tip amount at any point and for any reason.
Please note: all tips are subject to tax deductions in line with local legislation.
Can I change the tip amount?
Absolutely. You’re welcome to adjust the tip during your visit, whether you’d like to increase, decrease, or remove it entirely. Our team will always respect your preferences.
We only take online bookings, making it super easy to check your appointment time once booked and cancel and reschedule if/when life happens.
We do not take bookings or cancellations by phone but we have made it very easy to do both online. If you run into any issues or need support, please let us know via Webchat or WhatsApp, see here: Contact Us. Please note we cannot book appointments via Webchat / WhatsApp and our team can see exactly the same live availability as you can see online.
Cancelling/changing your appointment more than 12 hours in advance:
Life happens so we have made it super easy to cancel or change your appointment – please feel free to do so! Cancellations/changes more than 12 hours before your appointment start time are completely free.
Cancelling/changing your appointment within 12 hours/no shows:
Cancellations/changes within 12 hours and no shows will result in a charge equal to the cost of the treatment(s) you have booked in for.
Cancelling/changing your appointment more than 12 hours in advance:
Life happens so we have made it super easy to cancel or change your appointment – please feel free to do so! Cancellations/changes more than 12 hours before your appointment start time are completely free.
Cancelling/changing your appointment within 12 hours/no shows:
Cancellations/changes within 12 hours and no shows will result in a charge equal to the cost of the treatment(s) you have booked in for.
What is a 21-free formula?
A 21-free formula removes 21 ingredients often found in traditional nail polishes that can be harmful or unnecessary. The result is a cleaner, high-performance polish that doesn’t compromise on finish or longevity and meets Townhouse’s uncompromising standards.
How long does ZenNail Flawless Polish last?
When paired with our Extended Wear Top Coat, Flawless Polish offers up to 14 days of wear time.
What is the Extended Wear Topcoat?
The Townhouse Extended Wear Top Coat features innovative daylight-cure technology to deliver a longer lasting, durable gel-like finish that keeps your polish manicure flawless for up to 14 days. This intelligent formulation ensures lasting performance without the need for a UV lamp.
How do I remove Townhouse Flawless Polish?
You can remove it as you would any normal polish with a nail polish remover. We recommend soaking a cotton pad in polish remover, then press firmly against the nail and sweeping the pad slowly from nail bed to tip. Once finished, wash hands and use the ZenNail Cuticle Oil and Townhouse No.1 Cream.
Are the ZenNail Flawless Polish bottles recyclable?
Once cleaned, yes. Your ZenNail Flawless Polish bottles are made of products that can be recycled. Please note that the ability to recycle will depend on local facilities. Please check with your local recycling organisation.
Are Townhouse products safe during pregnancy?
Our products are formulated without several ingredients that have raised safety concerns, including TPO and formaldehyde. This makes them a cleaner choice compared to traditional formulas. However, as every pregnancy is unique, we advise clients to check with their doctor before usage.
We are always open for walk ins but please be aware that more than 95% of our appointments are made in advance and so walk in availability is very limited! We recommend that all clients book in advance. That said, if you are walking by you are welcome to check on the instore kiosks for the latest availability.
ZenNail gift cards are available to buy via our website and in salon. Gift cards are redeemable against Townhouse treatments, drinks and retail products.
ZenNail gift cards are non-transferable and resale is prohibited. Gift cards cannot be redeemed at Townhouse salons outside of the USA.
Gift cards purchased in California do not expire, in accordance with state law. Gift cards purchased in other states (e.g., New York) expire 12 months from the date of purchase.
For the convenience of other customers, we do not allow food to be consumed in the salon.
For the convenience of other customers, we do not allow food to be consumed in the salon.
Ages 8-16:
Ages 8-16: Written parental/guardian consent is required for each child aged 8-16 receiving a treatment – a form will be provided prior to treatment start time. A parent or guardian must also accompany any child aged 12 or under during their treatment. We offer our ‘Color Refresh’ (a light buff & shape, with polish) to children 8-14, we do not offer gel or extensions treatments to those aged below 14. Any bookings cancelled due to non-compliance with this policy will be non-refundable.
Under 8s:
Children under the age of 8 are not permitted to have treatments. Children under the age of 8 may accompany adult customers to their appointments but they must be accompanied at all times. As our locations are working nail salons, it can be dangerous for children not to be closely looked after and we reserve the right to terminate a client’s treatment if their child is posing a health and safety risk to themselves or others or is disturbing other customers due to lack of supervision. Any bookings cancelled due to non-compliance with this policy will be non-refundable.
Due to California and New York state laws, no pets are allowed in salon with the exception of certified service animals.
When booking online, please enter relevant information into the box titled ‘Please list any allergies/medical conditions we should be aware of’. Please refer to our Terms & Conditions for an example list of conditions that may prevent us from completing treatments and consult your doctor.
If you have a disability that may affect your ability to receive a treatment in anyway, please email us at zennailloungeupland@gmail.com in advance of your treatment and we will do our best to accommodate and support you.
Townhouse is a perfect place for events from small gatherings of groups of friends all the way to multi-day exclusive hire launch parties and corporate events. Small group packages are bookable online and for anything larger, we would be delighted to assist you in planning your own bespoke gathering – please email zennailloungeupland@gmail.com for further details.
If you are interested in joining the ZenNail team, please visit our Careers Page here. We would love to hear from you!
If you would like to get in touch with our PR team, please drop us a line at zennailloungeupland@gmail.com.
