Booking Protection
Your money is held until after your booking.
Last updated: 28 June 2026
When you pay by card, Bookr holds your money for 48 hours after your appointment — it isn't released to the business straight away. If all went well you can release them early; if something went wrong you can report a problem while the money is still held, and Bookr steps in. It's a service fee, not insurance: Bookr mediates and decides, it doesn't guarantee outcomes.
Booking Protection Fee
2.5%added to your total
Same percentage on every Bookr booking — barbers, trainers, dentists, sandwich shops. Visible at checkout before you pay.
What it includes
One thing to know. The Booking Protection Fee is non-refundable when you cancel — even if the service price is fully refunded under the cancellation policy, the 2.5% stays with Bookr to cover the secure payment, the 48-hour hold, and dispute handling we provided. The exception: when the business is at fault — it cancels, or a claim is upheld against it — you're refunded in full including the fee, which we recover from the business. The fee applies to every card booking on every plan and can't be waived, discounted or removed. It's the same protection model used by marketplaces like Vinted and Depop.
Common questions
How does the 48-hour hold work?
When you pay by card, Bookr holds the money on Stripe rather than passing it straight to the business. The hold runs until 48 hours after your appointment ends. In that window you can tap "all good" to release the business early, or "I have an issue" to report a problem. If you do nothing and there's no problem, the funds release automatically when the 48 hours are up. Full detail is in the Claims Policy.
What can I report a problem about?
Four things: the business didn't show up or wasn't open; the service wasn't provided; the service was materially not as described; or you were charged the wrong amount. Reporting pauses the payout while it's reviewed. Not liking a service that was actually delivered as agreed isn't covered — Booking Protection is about bookings that went wrong, not subjective dissatisfaction.
What happens after I report a problem?
The payout pauses and the business is notified. They get 48 hours to respond — refund you, or contest with their side and evidence. If they refund, you're refunded from the held money. If they contest, Bookr reviews both sides and decides. If they simply ignore a clear "it didn't happen" claim, it's escalated to Bookr, who will normally decide in your favour. A person makes the decision; we aim to resolve contested claims within a few business days.
Is Bookr insuring my booking?
No. Bookr is a payment facilitator and dispute mediator, not an insurer. We hold the funds, run a fair process and decide where the money goes — we don't guarantee a particular outcome. Bookr's financial responsibility for a booking is capped at the amount we're holding for it; a refund comes out of those held funds. The business stays responsible for the service it provides — its quality, safety and legality — and your statutory rights are unaffected.
Why is the fee non-refundable when I cancel?
The protection starts the moment you book — your card is handled securely, your booking is confirmed, and the hold and dispute process are in place from that point. That work is done whether or not you use the booking. The fee is only refunded when the business is at fault — a business cancellation, or a claim upheld in your favour — and we recover it from them.
Does the business pay this too?
No — the 2.5% is added on top of the service price, paid by you (the customer). The business pays a separate fee to Bookr from their side, based on their subscription plan. See pricing.
Is there a minimum order amount?
Yes — bookings/orders need to total at least £1 to go through. This keeps the per-transaction overhead reasonable. For sandwich shops and small-cart orders, you can combine items to clear the £1 minimum.
My card was charged incorrectly — what do I do?
First check your confirmation email — the amount there is what was authorised (service price + 2.5% Booking Protection Fee). If the charge differs, report it within the 48-hour window by choosing "I was charged incorrectly" on your booking, or email support@mybookr.app with your booking ID. After the window has closed and the funds are released, your remaining route is a chargeback with your bank — but please contact us first, as we can usually resolve it faster.