Acceptable Use Policy

Last updated: 19 May 2026

Bookr is a marketplace built on trust between customers and businesses. This policy lists the things that break that trust and aren't allowed. Breaking these rules can mean a warning, suspension, or permanent ban — and sometimes a referral to the police.

What this policy covers

This Acceptable Use Policy applies to everyone who interacts with Bookr — customers making bookings, businesses accepting them, and any third party who accesses the platform in any capacity (including via the API, a booking link, or any other means). It applies to all content posted on the platform, all conduct on or in connection with the platform, and all uses of data obtained through the platform. "Bookr" in this policy means mybookr.app, the Bookr mobile apps, and all associated services.

This policy exists alongside the Terms of Service — it does not replace them. Where the two documents overlap, both apply. In case of conflict, the Terms of Service take precedence.

If you're using Bookr in any capacity, you may not

• Break the law. Anything illegal under UK law — or the law of where you're operating — is banned. This includes services that require a licence or registration you don't hold, content that is illegal to publish or distribute, and conduct that would constitute a criminal offence. UK-specific examples of common compliance failures include: operating a care service that is registrable with the Care Quality Commission (CQC) without registration; carrying out tattooing, semi-permanent makeup, or certain cosmetic procedures without the relevant local authority registration; offering financial advice or investment products without Financial Conduct Authority (FCA) authorisation; and failing to declare cash income from Bookr bookings to HMRC. Ignorance of a licensing requirement is not a defence.
• Defraud or deceive. No fake bookings to inflate your position in listings or to game review counts. No fake reviews — whether written by yourself using an alternate account, written by friends or employees, or commissioned from a third party. No falsifying identity, credentials, qualifications, or service descriptions. No chargeback fraud. Specific examples that we actively monitor for include: creating multiple customer accounts in order to submit multiple reviews of your own business; using a friend's or family member's Bookr account to make test bookings that inflate your booking numbers; listing services as performed by a qualified professional (e.g., claiming a Level 3 NVQ-qualified stylist or a licensed SIA door supervisor) when they are not; and subcontracting a service to a third party without disclosing this to the customer before they book.
• Discriminate. Refusing service, treating people less favourably, or applying different booking conditions to customers on the basis of a protected characteristic is banned. The protected characteristics under the Equality Act 2010 are: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation. A business that refuses to accept a booking from someone on any of these grounds — or that charges different prices to different groups without a lawful exemption — is in breach of this policy and of UK equality law. Some narrow exemptions exist in law for certain religious organisations and specific service types, but these exemptions are strictly defined and subject to legal advice; if in doubt, take advice before refusing a booking.
• Harass or threaten. Insults, threats, stalking, doxxing, persistent unwanted contact toward customers, business staff, other businesses, or Bookr team members — zero tolerance. This prohibition applies both to conduct on the Bookr platform (messages sent through the platform, content posted in reviews or replies) and to off-platform conduct where that conduct is connected to a Bookr booking or to a dispute arising from one. For example: contacting a customer repeatedly on their personal number after a negative review, or a business owner making threats to a customer who requested a refund, are both covered by this policy even if the messages were sent outside Bookr.
• Spam. Don't use Bookr or data acquired through Bookr to send unsolicited bulk messages of any kind. Don't use customer email addresses for any marketing they didn't explicitly opt into. This includes sending unsolicited commercial messages via WhatsApp, SMS, direct message on social media, or any other channel, to phone numbers or addresses you obtained because a customer booked with you through Bookr. The fact that a customer made a booking with you does not constitute their consent to receive marketing from you.
• Scrape, automate, or attack the platform. No bots, scrapers, brute-force login attempts, security probes you don't have written permission for, or anything else that tries to extract data from or compromise the service. Specifically, using automated tools to hold booking slots and then release them — whether to disrupt a competitor's schedule, to test availability, or for any other reason — is prohibited. Scripts or tools that submit multiple booking requests faster than a human could are also prohibited. Responsible-disclosure security reports are welcome at hello@mybookr.app — we will not take legal action against researchers acting in good faith within the scope of responsible disclosure.
• Infringe intellectual property. Don't upload photos, logos, descriptions, or other content you don't have the right to use. Don't impersonate other businesses. Don't use the Bookr brand, name, or logo in any way that could imply an official endorsement or affiliation that doesn't exist.
• Circumvent the platform fee. If a customer found you through Bookr — meaning they discovered your business via a Bookr booking page or booking link — future bookings for the same kind of service from that customer should continue to be processed through Bookr. Directing customers to pay you directly (by bank transfer, cash, another booking platform, or any other means) in order to avoid Bookr's fees is grounds for immediate termination. Concrete examples of what is prohibited: telling a customer "just text me next time and skip the fee"; adding your personal payment link to your booking confirmation message; creating a "VIP" mailing list from Bookr customers and sending them a link to book directly on your website; offering customers a loyalty discount if they book direct. The spirit of the rule is simple: if Bookr brought you the customer relationship, Bookr should be part of ongoing bookings for the same service type.
• Sell what you can't. Don't list services Bookr's payment processor (Stripe) prohibits — see Stripe's restricted businesses list. Notable exclusions: adult services, gambling, regulated firearms, certain financial products. Don't list services you are not qualified, licensed, or registered to deliver.
• Misuse customer data. If you're a business, the customer data we share with you (name, email, phone, booking details) is for the purpose of delivering that specific booking. You may not sell it, sync it to marketing tools, transfer it to third parties, or use it for any purpose outside the booking and any follow-up the customer has explicitly consented to. Specifically: uploading Bookr-acquired email addresses to Meta Custom Audiences, Google Customer Match, Mailchimp, Klaviyo, ActiveCampaign, or any equivalent advertising or marketing platform is a serious breach of this policy and of UK GDPR. This applies whether the data is uploaded directly or as part of a lookalike audience seed list.
• Cause real-world harm. Deliver services in unsafe conditions, in violation of public-health rules, or in ways that knowingly endanger your customers, your staff, or your community.

Specific rules for businesses running regulated or sensitive services

Certain service categories available on Bookr operate in regulated or legally sensitive areas. If you operate in one of the categories below, you have additional compliance obligations beyond this policy — and you are solely responsible for meeting them. Bookr does not verify compliance and does not provide legal or regulatory advice.

Health, wellness, and aesthetic treatments

Services such as physiotherapy, sports massage, osteopathy, chiropractic, acupuncture, and clinical aesthetics (including Botox, fillers, chemical peels, and laser treatments) are subject to regulation. Depending on the specific treatment and your professional status, you may need to be registered with a professional body (such as the Health and Care Professions Council (HCPC), the Complementary and Natural Healthcare Council (CNHC), or a medical regulatory body), hold appropriate insurance, comply with CQC registration requirements if providing regulated activities, and meet any local authority licensing requirements for cosmetic and skin-piercing procedures. For non-surgical cosmetic procedures specifically, new regulations under the Health and Care Act 2022 may apply. You must not list any treatment on Bookr that you are not lawfully qualified and registered to deliver. If a customer suffers harm due to a treatment delivered by an unqualified or unregistered practitioner, Bookr bears no liability and you may face criminal prosecution.

Financial services

You may not use Bookr to deliver services that constitute regulated financial advice or financial promotions under the Financial Services and Markets Act 2000 (FSMA). This includes investment advice, mortgage advice, insurance intermediation, and debt counselling. If you offer financial coaching, budgeting workshops, or similar services that stop short of regulated advice, your service descriptions must clearly state that you are not FCA-authorised and that the sessions do not constitute regulated financial advice. If in doubt, take legal advice before listing.

Legal advice and McKenzie friends

You may not list services on Bookr that constitute legal advice in the sense regulated by the Legal Services Act 2007 unless you are authorised by an approved regulator (such as the Solicitors Regulation Authority). Unregulated legal coaching, document review, or general legal information services may be listed, but your description must clearly state that you are not a regulated solicitor and that the service does not constitute regulated legal advice.

Care services

Personal care services, domiciliary care, and any other services that constitute a regulated activity under the Health and Social Care Act 2008 require registration with the Care Quality Commission (CQC). You may not list these services on Bookr unless you hold the relevant CQC registration. Services that do not meet the definition of a regulated activity (for example, companionship visits or social support not involving personal care) do not require CQC registration but must be clearly described to avoid misleading customers about the nature of the service.

Platform integrity

Bookr's value depends on the trustworthiness of its data — booking counts, review scores, and business listings. Attempts to manipulate any of these are a serious breach of this policy.

Fake accounts and identities

Creating multiple accounts — whether customer accounts or business accounts — under false identities, using temporary or throwaway email addresses, or using another person's identity without their consent, is prohibited. Accounts that appear to have been created solely for the purpose of submitting reviews or making test bookings will be investigated and closed.

Review manipulation

The integrity of the review system is fundamental. The following are all prohibited and actively monitored: (a) submitting reviews of your own business from accounts you control; (b) asking employees, family members, or friends to submit reviews without disclosing their relationship to you; (c) offering incentives (discounts, free services, gifts, cash) in exchange for a review; (d) threatening or pressuring customers to remove negative reviews; (e) orchestrating "review bombing" of a competitor's page — submitting a coordinated volume of negative reviews of a competitor's business to damage their reputation. Reviews must reflect a genuine experience of the service. We use automated and manual checks to detect patterns consistent with review manipulation; accounts found to be engaged in manipulation will be suspended and affected reviews removed.

Artificial inflation of booking numbers

Making bookings through your own business — or using associates or automated tools to do so — in order to inflate your booking count, improve your search ranking, or create a false impression of popularity is prohibited. This applies whether or not real payments are processed as part of the scheme.

Competitor sabotage

Using Bookr to sabotage a competing business is prohibited. This includes: making fake bookings with a competitor to fill their calendar and prevent real customers from booking; submitting fabricated negative reviews about a competitor; and impersonating a competitor's business on Bookr or elsewhere in connection with Bookr activity.

Content standards

All content you upload to Bookr — including business photos, service descriptions, review replies, and any other text or media — must meet the following standards.

Photos

Photos must be your own original work or work you have a licence to use, accurately depicting your premises, staff, or service output. Stock photos presented as genuine photos of your business are not permitted. AI-generated images presented as real photos of your premises, staff, or results are not permitted — customers are entitled to see what they are actually booking. Before-and-after images (for aesthetic, hair, or beauty services) must accurately represent the results of your work; digitally enhanced or manipulated images presented as genuine results are a breach of this policy and may constitute a misleading commercial practice under the Consumer Protection from Unfair Trading Regulations 2008.

Service descriptions

Service descriptions must accurately match what is actually delivered. If a service is performed by a trainee or apprentice rather than a senior practitioner, this must be disclosed in the description or pricing. If a service involves subcontracting to a third party (for example, a mobile nail technician using a chair at your salon), this should be disclosed. Descriptions must not include false claims about qualifications, certifications, awards, or industry affiliations.

Reviews and replies

Reviews must reflect genuine, first-hand experiences. Business owners' replies to reviews must be professional and factual; replies may not contain personal information about the customer, threats, or false counter-claims designed to discredit the reviewer rather than to address the substance of their feedback.

Consequences

How we respond depends on the severity and nature of the breach. Decisions are made by a real person, not automated. The range of responses available to us includes:

• Warning: for minor or first-time breaches that appear unintentional. We'll explain what the problem is and what needs to change. No action is taken on the account unless the breach recurs.
• Content removal: specific photos, descriptions, or reviews that breach this policy may be removed without prior notice. You will be notified of the removal and the reason.
• Temporary suspension: for more serious breaches, repeated warnings, or while an investigation is ongoing. Your booking page will be taken offline and you will not be able to accept new bookings while the suspension is in place.
• Permanent termination: for severe, deliberate, or repeated breaches — including fraud, illegal activity, unsafe practice, or repeated policy violations after warnings. On permanent termination, your account and booking page are closed immediately. Refunds to affected customers will be processed where applicable.
• Referral to authorities: where we have reasonable grounds to believe that illegal activity has taken place — including trading without a required licence, financial fraud, discrimination, or data protection breaches — we may refer the matter to the police, the ICO, Trading Standards, or other relevant regulatory bodies. We will cooperate fully with any investigation.

Appeals process

If your account is suspended or terminated and you believe the decision was made in error, you have the right to appeal. Here is how the appeals process works:

• How to appeal: email support@mybookr.app with the subject line "Account Appeal — [your business name]". In your email, explain why you believe the decision was incorrect and include any evidence you would like us to consider (for example, screenshots, booking records, communications with the customer).
• Acknowledgement: we will acknowledge receipt of your appeal within 3 business days.
• Review: appeals are reviewed by a member of the Bookr team who was not involved in the original decision. We will review all evidence provided by you and, where relevant, evidence we hold internally.
• Decision: we will provide a final decision within 10 business days of acknowledging your appeal. If the decision is complex or requires additional investigation, we will notify you and provide a revised timeline.
• Outcome: if your appeal is upheld, your account will be reinstated promptly and any content removed in error will be restored. If your appeal is not upheld, we will provide a clear explanation of the reasons.
• External escalation: if you are a consumer and are not satisfied with the outcome of the internal appeals process, you may seek guidance from Citizens Advice or pursue the matter through the courts of England and Wales. See section C3 of the Terms of Service for further options.

Reporting concerns about a business

If you are a customer and you have reason to believe that a business listed on Bookr is operating unlawfully, unsafely, or in a discriminatory manner, we want to hear from you. Specific guidance on how to raise different types of concern:

• Unlicensed practice (e.g., cosmetic procedures, care services, financial advice without the required registration or authorisation): email hello@mybookr.app with the subject "Unlicensed Business Report". Include the business name, a description of the service you booked or observed, and why you believe a licence is required. We will investigate and, where appropriate, remove the listing and refer the matter to the relevant regulatory authority (CQC, FCA, local authority licensing team, etc.).
• Safety concerns (e.g., unsanitary conditions, lack of required equipment, use of unqualified staff for clinical procedures): email hello@mybookr.app with photos or descriptions of what you observed. Where immediate public safety is at risk, we will escalate to relevant authorities without waiting for our internal investigation to conclude.
• Discrimination: if a business refused your booking, cancelled it, or treated you differently on the basis of a protected characteristic, email hello@mybookr.app with your booking reference and a description of what happened. You also have the right to contact the Equality Advisory and Support Service (EASS) at equalityadvisoryservice.com for free, independent guidance, and to pursue a claim under the Equality Act 2010 in the Employment Tribunal or county court.
• Fraudulent listings (e.g., a business that does not exist at the listed address, stolen photos, fabricated reviews): email hello@mybookr.app with as much detail as you can provide. We take fraudulent listings seriously and will act promptly.

All reports are treated confidentially. We will not share your identity with the business you have reported unless we are legally required to do so.