Cocoon Rewards Terms and Conditions

Last updated: 14 July 2026

1. Eligibility and secure access

Cocoon Rewards is available to individual Cocoon Therapy clients who provide and verify a valid email address or use another approved secure sign-in method. A conventional password account is not required. Secure methods may include Google Sign-In, a registered passkey, or a single-use email link or code. Entering an email address alone never grants access to a profile, booking history or reward balance.

2. Historic founding-client rewards

Eligible direct treatments completed between the date Cocoon first accepted eligible direct bookings and the official Rewards launch date may receive points at the normal scheme rate. Treatments booked through Treatwell, cancellations, no-shows, fees, refunded or charged-back amounts, unpaid bookings, gift-card purchases, tests, duplicates, fraud and unverifiable records are excluded. Email ownership must be verified before historic rewards can be accessed.

3. One personal profile

Rewards is limited to one personal profile per client. Duplicate profiles must not be created to obtain extra benefits. Cocoon may combine verified duplicate records but will not normally combine profiles belonging to different people.

4. Earning points

• 5 points are earned for every £1 of eligible spend.
• Points are whole units and partial points are rounded down.
• Points become available only after the treatment is completed, payment is settled and required checks have passed.
• Eligible spend is the amount actually paid after applicable pricing, discounts, loyalty credit and refunds.

5. Excluded spend

Points are not normally earned on gift-card purchases, loyalty credit, cancelled or uncompleted appointments, no-show or late-cancellation fees, refunded amounts, chargebacks, tips, test transactions, fraud or excluded products and services. A treatment paid with an eligible gift card may earn points for the person receiving treatment; buying the gift card does not.

6. Discounts, referrals and corporate pricing

Only one promotional or referral discount may normally apply. Clients may still earn points on the eligible net amount paid. Loyalty credit cannot normally be redeemed with a promotional, Treatwell-conversion or referral discount. Eligible corporate pricing is a client rate and may be combined with loyalty redemption, but not an additional promotion unless Cocoon states otherwise.

7. Redeeming points

At least 1,000 available points are required. Points are redeemed in increments of 1,000 points, equal to £10. Rewards must be selected before payment, cannot exceed the eligible booking amount, may require at least £1 to remain payable, cannot be applied retrospectively and cannot be sold, withdrawn or exchanged for cash.

8. Reservations and failed checkout

Points may be reserved temporarily while checkout is in progress. If checkout is abandoned, expires or payment fails, the reservation will normally be released and the points returned.

9. Cancellations, refunds and chargebacks

No points are earned on an uncompleted appointment. Points corresponding to a later refund or chargeback may be removed. Redeemed points will be restored or adjusted where appropriate. A negative balance may arise if earned points were already spent; future earnings may first reduce it to zero.

10. Expiry

Points expire after 18 months without qualifying loyalty activity. Qualifying activity means earning or redeeming points through an eligible completed transaction. Cocoon may send reminders but clients remain responsible for checking their activity.

11. Corrections, security and misuse

Cocoon may correct duplicated, erroneous, refunded, charged-back or improperly obtained points using auditable adjustments. Clients must not access another profile, intercept sign-in links, manipulate values, create false identities, exploit technical errors or automate misuse. Profiles may be proportionately restricted while suspected fraud, unauthorised access, duplicates, chargebacks or technical errors are reviewed.

12. Changes or closure

Cocoon may make reasonable changes to earning rates, redemption values, expiry, eligibility, functionality or these terms. Reasonable notice and an opportunity to use existing points will be provided where practicable if a material change negatively affects them. The scheme may be suspended immediately where required for security, fraud prevention, law or circumstances outside Cocoon's reasonable control.

13. Personal information and marketing

Cocoon processes verified identity, booking, payment, points, referral, eligibility, correction and security information needed to operate Rewards. Joining does not automatically enable promotional marketing. See the Privacy Policy.

14. Liability and law

Nothing excludes liability where unlawful or affects statutory consumer rights. Subject to those rights, Cocoon is not responsible for losses caused by a client failing to secure their email or sign-in account, inaccurate supplied information, temporary unavailability, valid expiry or unauthorised access outside Cocoon's reasonable control. These terms are governed by the laws of England and Wales.

15. Contact

Questions can be sent to hello@cocoontherapy.co.uk.