Last updated: 7 July 2026
Each business sets its own cancellation policy, and you see it at checkout before you pay. This page explains — in plain terms — how cancellations, no-shows, refunds and Booking Protection claims work, and what your statutory rights are as a UK consumer. The binding legal detail sits in our Terms of Service; where anything here differs from the Terms, the Terms prevail.
Bookr is a booking marketplace: the contract for the service is between you and the business, and Bookr processes the booking and the payment on the business's behalf. A refund can arise in one of four ways, each covered below:
All refunds are processed by Bookr through Stripe back to your original payment method. Bookr never refunds to a different card or account than the one used to pay.
Open the link in your booking confirmation email (or use My bookings) to cancel or reschedule. Cancelling is simple and the same on every plan:
The business's cancellation and reschedule windows are shown on the checkout screen, on your confirmation page, and in your confirmation email. Reschedule cut-offs do apply (section 3) — but a refund on cancellation never depends on them.
If you can't make your appointment but still want the service, reschedule rather than cancel. Rescheduling keeps your original payment — including the Booking Protection Fee — and there's no new charge; you simply move the same booking to a new time, and no further Booking Protection Fee is taken. 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 2.5% Booking Protection Fee you pay at checkout is non-refundable in every case where you (the customer) cancel — whatever the business's policy and however far in advance you cancel. It covers costs Bookr incurs the moment your booking is confirmed: secure payment processing, booking confirmation and reminders, the 48-hour protection hold, and dispute handling. You acknowledge this before you pay.
The one exception: where the business is at fault — it cancels on you (section 5), or a Booking Protection claim is upheld in your favour (section 6) — you are refunded in full including the 2.5% fee, which Bookr recovers from the business rather than absorbing. How Booking Protection works.
If a business cancels your confirmed booking for any reason — illness, closure, overbooking, or anything else — you always receive a full refund of everything you paid: service price and Booking Protection Fee, no matter which cancellation policy the business normally uses. Refunds are initiated by Bookr via Stripe as soon as the cancellation is confirmed, and we aim to process them within 5 business days. You do not need to chase the business separately. Bookr recovers the refunded Booking Protection Fee from the business's payout balance, so you are never out of pocket for a cancellation that wasn't your choice.
When you pay by card, your money is held by Bookr (on Stripe) and is not released to the business straight away. It stays held until 48 hours after your appointment ends — the protection window — unless you release the business sooner.
If you don't turn up and didn't cancel, the business can mark you as a no-show and retain the booking price as a no-show charge for the reserved slot. It is never more than you paid and is not a penalty. Where the slot was in fact refilled, a goodwill refund is encouraged but remains the business's choice. Your statutory rights are unaffected.
Charged a no-show fee wrongly? If you did attend, or you'd cancelled in time, raise a Booking Protection claim with the reason "I was charged incorrectly" within the 48-hour window — the payout is paused while we review both sides.
If the appointment itself went wrong, you can report a problem on your booking within the 48-hour window. This immediately pauses the payout while the matter is reviewed. A claim is only valid for one of four reasons:
Booking Protection is not a route to a refund for ordinary dissatisfaction with a service that was actually delivered as agreed. When you report a problem, the business is notified and has 48 hours to respond — it can refund you, or contest the claim with its account and any evidence. If it refunds, you are refunded from the held funds. If it contests, Bookr reviews both sides and decides. If it ignores a clear "it didn't happen" claim, the claim is escalated to Bookr and will normally be decided in your favour. Any refund comes from the funds Bookr is holding; where the business is at fault, it includes the 2.5% Booking Protection Fee. The full process is set out in our Booking Protection page and in Terms section A3.
Every refund on Bookr follows the same route:
Nothing on this page removes or limits your rights under UK consumer law. 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:
Separately, under the Consumer Rights Act 2015, any service you buy must be performed with reasonable care and skill. If a business's service falls short, contact the business first; if it cannot be resolved, escalate to Bookr at support@mybookr.app with your booking reference. A "non-refundable" policy never overrides your statutory right to a remedy where a service was not delivered as contracted. This is explained in full, including how it applies to classes and guest checkout, in Terms section A5.
Classes and drop-in slots work the same way as appointments, but the cost of filling a group slot differs from a one-to-one booking, so a business's class cancellation policy may be structured differently. Where a class is more than 14 days away you retain the standard 14-day statutory right to cancel; where it is within 14 days and you request immediate performance, the business's policy applies. If a business cancels a class, everyone booked onto it is refunded in full including the Booking Protection Fee.
Bookr's paid plans (Duo, Studio, Shop, Chain) are auto-renewing subscriptions billed by card through Stripe and managed at mybookr.app/billing. There is no free trial — Starter is free to use indefinitely, and you upgrade only when you choose to. You can cancel anytime from the billing area (it opens the Stripe billing portal); your plan reverts to Starter at the end of the paid period, and you keep your current plan's features until then. Refunds for subscription charges are handled by Bookr via Stripe, not by any app store. See Terms section B3.
While the 48-hour protection window is open, please use the Booking Protection process (section 6) rather than going to your bank. Once the window has closed and the funds have been released, your remaining route for a charge you believe is wrong is a chargeback through your card provider — but please contact us first at support@mybookr.app, as we can usually resolve matters faster than the chargeback process allows. Raising a chargeback for a service that was provided as described may be challenged with transaction evidence and, if abusive, can lead to account suspension. See Terms section A3.
If you're unsure which of the above applies to your booking, email support@mybookr.app with your booking reference and we'll walk you through it. We aim to acknowledge refund and cancellation queries within 2 working days.