Buyer Protection

Every booking is protected.

Bookr's Buyer Protection Fee is a small fixed percentage added to every booking. It's what lets us guarantee your booking, handle your refunds, and stand between you and the business if anything goes wrong.

Buyer 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 covers

Secure payment
Your card details are handled by Stripe (PCI-DSS Level 1). Bookr never sees the card number — only confirmations.
Booking guarantee
Confirmed bookings are guaranteed. If the business cancels on you, you get a full refund of the service price — no questions.
Refund handling
Cancellations follow the business's policy (visible before you book). When you're owed a refund, Bookr processes it back to your card within 5 working days.
Dispute resolution
If something goes wrong with your booking — service not as described, business no-show — contact us. We review evidence from both sides and refund where appropriate.
One thing to know. The Buyer Protection Fee is non-refundable — even if your booking is cancelled or fully refunded, the 2.5% stays with Bookr to cover the protection we provided when you placed the order. This is the same model used by Vinted, Depop, and other marketplaces with buyer protection.

Common questions

Is the Buyer Protection Fee the same as a service fee?
Effectively yes — different platforms call it different things. We chose "Buyer Protection" because it best describes what the money actually pays for: secure payment, refund processing, and us stepping in if there's a dispute.
Why is it non-refundable?
The protection happens at the moment you book — your card is encrypted, your booking is confirmed, and you're covered if anything goes wrong from that point on. That work is done regardless of whether you actually use the booking. (Stripe's processing fee is also non-refundable for the same reason.)
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.
What if the business refuses to refund me?
Every Bookr business agrees to a cancellation policy when they set up. If they don't honour it, contact support@mybookr.app and we'll review the booking. Where the policy entitles you to a refund, we'll process it directly.
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.
Can I use the Buyer Protection Fee to cover a poor-quality service?
Not directly — the fee covers booking security, refund processing, and no-show/cancellation disputes. If the service was genuinely not as described (e.g., the business advertised a senior stylist and you got an apprentice without warning), contact us and we'll investigate. Where the listing was materially misleading we can refund the service price under buyer protection. "I didn't enjoy it" without a material misrepresentation is not covered.
What happens if my card is charged incorrectly?
First check your confirmation email — the amount there is the authorised amount (service price + 2.5% BPF). If the charge differs, email support@mybookr.app with your booking ID and we'll investigate within 2 working days. Never raise a chargeback without contacting us first — chargebacks trigger a dispute process that takes 30–90 days and can result in your Bookr account being suspended.