Legal
Cancellations, refunds and no-shows
Draft placeholder — not legal advice. How cancellations are intended to work. Each professional also sets their own policy, which is shown before you pay a deposit.
If you cancel
If you cancel or do not attend, your paid deposit is forfeited to the stylist in full, with no platform commission, under our standard policy. A no-show claim can be made 30 minutes after the scheduled appointment start. You have 48 hours following the completion or no-show claim notification to respond or dispute. Unanswered claims go to admin review; silence never confirms a claim or releases money. Arrival and requested completion are not final confirmation. Guest-confirmed completion remains subject to the dispute and payout protection window. Disputed earnings remain held. This does not affect any rights you have by law, and our team can make an exception in genuine cases.
If the professional cancels
Your full deposit is returned to your card and we keep no fee from it. If the professional does not turn up, report it and once we confirm it the same full refund applies. You can review the professional in both cases.
No-shows
A client no-show forfeits the paid deposit to the stylist in full, with no platform commission. A client no-show is a claim after the configured grace period, notified to the client and open to challenge. It is final only after legitimate admin review; unresolved claims do not release funds. Reviews open after a completed appointment, a professional cancellation or no-show (client reviews professional), or a completed appointment or client no-show (professional reviews client).
Rescheduling
You may reschedule at least 24 hours before your current appointment, subject to availability. Your deposit carries over, with no rescheduling fee or price change. Within the final 24 hours, use Get help for support review; requesting a change does not cancel your booking or forfeit your deposit.
Something went wrong
Raise it with your professional first. If it cannot be resolved, contact [support email to be confirmed] with your booking reference and we will look into it. [Placeholder — requires legal review.]
Questions? [support email to be confirmed]