Refunds & Cancellations

Last updated: 11 June 2026

Each business sets its own cancellation policy, and you see it at checkout before you pay. This page explains how refunds work in plain terms, and your statutory rights as a UK consumer. The full legal detail is in our Terms of Service.

Cancelling a booking

Open the link in your booking confirmation email (or use My bookings) to cancel or reschedule. Every business sets a cancellation window — anything from a few hours to several days:

• Outside the window — cancel online any time for a full refund of the service price.
• Inside the window — online cancellation is no longer available and no refund applies. If your circumstances are exceptional, contact the business directly; any goodwill refund is theirs to offer.
• Non-refundable policy — some businesses make all bookings non-refundable. This is always shown — and acknowledged by you — before you pay.

The exact policy for your booking is shown on the checkout screen (you tick a box confirming you've seen it), on your confirmation page, and in your confirmation email.

Rescheduling instead

If you can't make your appointment but still want the service, reschedule rather than cancel. Rescheduling keeps your original payment — including the Buyer Protection Fee — and there's no new charge; you simply move the same booking to a new time. This is subject to the business's reschedule window (the same kind of cut-off as their cancellation policy), so reschedule as early as you can.

Lost your confirmation email? You can retrieve your bookings any time at My bookings using the email address you booked with — we send a verification code to confirm it's you.

The Buyer Protection Fee

The 2.5% Buyer Protection Fee the customer pays at checkout is non-refundable whenever you cancel, because it covers protection that applies from the moment you book. The one exception: if the business cancels on you, you are refunded in full including the fee — Bookr recovers it from the business instead. How Buyer Protection works.

If the business cancels

If a business cancels your booking, you always receive a full refund of everything you paid — service price and Buyer Protection Fee — no matter which cancellation policy they use. Refunds are returned to your original payment method, usually within 5–10 working days depending on your bank.

Your UK cancellation rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have a 14-day right to cancel contracts made online. There is an important exception for services:

• If your appointment is within 14 days of when you booked, you expressly request the service to begin during the cancellation period — so once it has been performed you lose the automatic right to cancel, and the business's cancellation policy applies instead.
• If your appointment is more than 14 days away, you keep the standard 14-day right to cancel for a full refund of the service price (the Buyer Protection Fee remains non-refundable).

This is explained in full, including how it applies to classes and guest checkout, in Terms section A5.

Subscriptions (business owners)

Bookr's paid plans are auto-renewing subscriptions billed through the App Store or Google Play. There is no free trial — Starter is free to use indefinitely. You can cancel anytime in your store account settings; refunds for subscription charges are handled by Apple or Google under their store policies. See Terms section B3.

Chargebacks

If you don't recognise a charge, please contact the business or us first — most issues are resolved faster than a bank dispute. Raising a chargeback for a service that was provided as described may be challenged. See Terms section A3.