Complaints & Disputes

Last updated: 14 June 2026

If something has gone wrong, we want to put it right. This page explains how to raise a complaint, how we handle it, what we can and can't do, and the independent options open to you if you're still not satisfied. Whether you're a customer who booked through Bookr or a business that uses Bookr, start here.

How to make a complaint

Email support@mybookr.app. To help us deal with it as quickly as possible, please include:

• Your booking reference (it's in your confirmation email — if you've lost it, see My bookings) or, if you're a business, your account email.
• The name of the business or customer involved, and the date of the booking.
• A clear description of what happened and what you'd like us to do to resolve it.
• Any supporting detail — screenshots, messages, or photos — that helps us understand the situation.

You don't need any particular wording. A short, honest account of the problem is enough for us to look into it. The form is simply the quickest route — it gives you a reference and a link to follow the case — but an email works just as well.

How we handle your complaint

We deal with every complaint the same way, in plain English, and we keep you informed at each stage:

• We acknowledge your complaint within 2 working days of receiving it, and tell you who is handling it.
• We investigate — which can mean reviewing the booking, the payment record, and any messages, and contacting the other party for their account of events.
• We aim to give you a full response within 5 working days. For more complex matters we may need longer; if so, we'll tell you why and keep you updated on progress.
• If we got something wrong, we'll say so, explain what we're doing about it, and process any refund you're due.

These timelines match the commitment in our Terms of Service (section C3).

I'm a customer with a problem with a business

Most issues — a business running late, a service that wasn't quite what you expected, a question about your appointment — are resolved fastest by speaking to the business directly. They know the booking, and they can often fix things on the spot (rebook you, adjust the service, or offer a goodwill gesture).

• First, contact the business. Use the contact details on your confirmation, or reply through your booking. Give them a fair chance to put things right.
• If that doesn't work, come to us. Email support@mybookr.app with your booking reference and a summary of what you've already tried, and we'll step in.

What we can do

• Process a refund where one is due under the business's cancellation policy, our Booking Protection cover, or your statutory rights — see Refunds & Cancellations for how this works.
• Refund you in full, including the Booking Protection Fee, if the business cancelled on you or didn't provide the service you paid for.
• Mediate between you and the business, and look into the booking, payment, and messages on our side.
• Take action against a business that repeatedly breaks our rules, up to suspending or removing it from Bookr.

What we can't do

• We can't force a business to redo a service, change its prices, or accept a booking — businesses are independent and run their own operations.
• We can't override a clearly disclosed cancellation policy that you agreed to at checkout, except where your statutory rights or Booking Protection apply.
• We can't make a judgement on the quality of a service in the way a court or an expert could — but we will always investigate fairly and refund where the right to a refund exists.

I'm a business with a problem with Bookr or a customer

If you're a business owner, the same address handles your complaints — support@mybookr.app — and the same 2-working-day acknowledgement and 5-working-day response timelines apply.

• A problem with Bookr — a payout you think is wrong, a fee you don't understand, an app bug, or a feature that isn't behaving — tell us with your account email and as much detail as you can, and we'll investigate and explain.
• A problem with a customer — a no-show, a late cancellation, abusive behaviour, or a chargeback you believe is unfair — let us know. We can review the booking and payment record, apply our no-show and cancellation rules, and provide transaction evidence to your payment provider where appropriate. See Terms section B9.
• A review you believe breaks our rules — report it and we'll assess it against our review and content standards.

We can't act as your debt collector or compel a customer to attend, but we will apply our policies fairly and support you with the records we hold.

If you're not happy with our answer

If our response doesn't resolve things, reply to us and ask for it to be escalated. A different, more senior member of the team will review your complaint afresh and give you a final written response. Please tell us what specifically you disagree with so we can focus on it.

Independent dispute resolution (ADR)

Bookr does not currently subscribe to an approved Alternative Dispute Resolution (ADR) scheme. If you're a UK consumer and we can't settle your complaint between us, you can still get free, independent help and pursue the matter through these routes:

• Citizens Advice — free, impartial guidance on your consumer rights and your options. Call the consumer helpline on 0808 223 1133 or visit citizensadvice.org.uk.
• Trading Standards — if you believe a business has broken consumer law (for example, misleading advertising or unsafe or unlicensed trading), report it to your local Trading Standards office via Citizens Advice.
• The small claims track of the County Court — for claims up to £10,000 in England and Wales, this is a relatively straightforward route to a legal decision without needing a solicitor. See gov.uk/make-court-claim-for-money.

We will cooperate fully with any ADR process a consumer legitimately initiates through an approved body.

Chargebacks

If you don't recognise a charge or think something has gone wrong with a payment, please contact us first at support@mybookr.app before raising a chargeback with your bank. We can usually resolve disputes faster than the chargeback process allows, and a chargeback can freeze the funds while it's investigated. Raising a chargeback for a service that was provided as described may be challenged. See Refunds & Cancellations and Terms section A3.