General FAQ’s

What is Lucie?

- We are a beauty, wellness, fitness and medical booking platform that connects our list of exclusive experts directly to the client. We pride ourselves in having industry renowned brands and experts. These services are brought to you in the comfort of your own home / location of your choice. You don’t need to compromise on standards to get high quality services at home.

Which areas do we cover?

- London, The Cotswolds, Hampshire, Surrey and Ibiza.

Who are the experts we work with?

- A selected group of handpicked brands and experts across the categories of beauty, wellness, fitness and medical. Every expert is tried and tested by us to make sure that they are up to the highest standard.

Is there a minimum call out fee?

- Yes, we have a minimum call out fee of £40.

Bookings FAQ’s

How do I create an account?

- In order to make a booking you will be prompted to make an account. Once you have created an account you will be able to make a booking and see any upcoming or completed bookings.

What platforms can I book on?

- You can book via the lucie app. The app is available to download from the App Store (iPhone) or Google Play Store (Android) now.

I have made a booking with one of your experts, what happens next?

- You will receive a confirmation email which will confirm the treatment, time and location. All equipment will be provided unless stated.

What should I do if I am running late?

- We offer a 15-minute grace period so if you are running late, we ask you to contact your expert directly. After 15 minutes the expert is entitled to leave, and you will be charged the full cost of the booking.

Can I make bookings in advance?

- Yes, we recommend booking your favourite experts in advance to ensure that you get the date and time that suits you best.

How do I rebook an expert?

- If you go to your bookings section on the app you are able to rebook any previous expert easily as well as see other services that they offer.

How can I find a specific brand expert?

- Using the search icon you can enter the brand name, i.e. Daniel Galvin, and all of their stylists and availability will be shown.

I cannot find availability for my preferred expert?

- If an expert does not cover you area, there will be no availability shown.

Can I book more than one service at once?

- You can book multiple services from the same individual at any one time, but each expert requires their own separate booking.

How can I change my address for an upcoming appointment?

- We recommend that you contact your expert directly to provide the new address. Ensure your main residence is listed correctly in your profile.

What times slots can I book?

- Each expert will have different working hours and also different availability times. When you enter your location and date all the experts availability will be shown. Alternatively you can search for a brand or expert and all of their availability will be shown.

I can’t find one of my preferred experts?

- If you are unable to find an expert, make sure that you have spelt their name correctly. However they may no longer be working with us, but for any further information please contact us directly.

Payment FAQ’s

How do I pay?

- All payments are taken through the app with our secure payment provider. Payments are automatically taken upon booking.

Can I pay with cash?

- We accept card payments only.

Tipping?

- If you wish to leave a tip for your expert, please feel free to do so. These can be paid directly to the expert.

Cancellation FAQ’s

What happens if I have to cancel last minute?

- We have a strict 24-hour cancellation policy. If you have to cancel within 24 hours of the appointment, then you will be charged in full. If you would like to cancel, then you can do so in the booking section on your app.

What happens if my expert doesn’t turned up for an appointment?

- In the unforeseeable event of your expert should not arrive, please contact us within 48 hours and you will be refunded in full or we can help you reschedule.

What happens if I currently have COVID-19 or are experiencing symptoms and so have to self-isolate?

- If you have any symptoms of COVID-19 or currently have COVID-19 you must let the us and the expert know so that we can re-arrange the booking for you. You will not be charged if this is the case and we will help you find a date that is suitable to you. Please do not abuse this COVID-19 cancellation policy. If you to want cancel for any other reason our normal cancellation policy stands.

Technical Support FAQ’s

If I forget my password what shall I do?

- If you forget your password, you can easily reset it using our step by step recovery process on the homepage.

My app isn’t working as it is supposed to, what shall I do?

- Whilst we aim for our app to be working perfectly at all times unfortunately with technology there can be occasional problems. Please contact us with any issues and we will resolve these asap.

Can I download the app on both iOS and Android?

- Yes you can. Please make sure you are downloading the Lucie App with a black icon. We have a second app for our experts which has a white icon.

FAQ’s for Experts

How can I contact Lucie?

- If you need to contact lucie please email info@lucieapp.co.uk

A client calls me directly asking to book, what should I do?

- If a client contacts you directly then please ask them to look you up and book via the app.

I would like to work for lucie as an expert, how can I apply?

- Please contact info@lucieapp.co.uk. Please note that we will not accept anyone without trailing some of your services first.

Do I need insurance?

- We require a complete and up to date insurances, such as public liability insurance. We require copies of all certificates and insurances to be sent to us for validation before we can add you to our platform.

Frequently Asked Questions