Last updated: 3 September 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 and refunds 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 three ways, each covered below:
Every refund goes back to the card you paid with, never to a different card or account.
Open the link in your booking confirmation email (or use My bookings) to cancel or reschedule. It works the same whichever business you booked with:
The business's cancellation and reschedule windows are shown on the checkout screen, on your confirmation page, and in your confirmation email, with the cancellation deadline given as a date and time so there is nothing to work out.
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 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. You acknowledge this before you pay.
The one exception: where the business cancels on you (section 5) — you are refunded in full including the fee. 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, and 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 until your appointment's end time. That hold is the protection: for as long as it lasts, cancelling before your deadline gets your money back.
Bookr does not hold money after the service.
Not turning up is different from cancelling late, and Bookr treats them separately. If you don't turn up and didn't cancel, the business can mark you as a no-show and then charge a no-show fee — a flat amount it set and disclosed before you booked, taken separately from the card you paid with. It is never automatic, 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, email support@mybookr.app or get help with your booking reference and we'll look at both sides.
Tell us — get help or email support@mybookr.app with your booking reference — and we will take it up with the business. Please know what that means in practice: because Bookr stops holding the money when the appointment ends, by the time you contact us there is nothing left to freeze, and Bookr cannot simply reverse the payment. What we can do is put it to the business, and where they agree or where it is plain the service was never provided, we refund you, including the fee. We do not guarantee an outcome. Your statutory rights (section 8) and your right to a chargeback (section 10) are unaffected.
This is not a route to a refund for ordinary dissatisfaction with a service that was actually delivered as agreed. If the service was poor rather than absent, that is a matter between you and the business — leave an honest review, and section 8 sets out the statutory rights that apply.
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.
Before your appointment you do not need a chargeback: cancel in Bookr and the service price comes back. Afterwards, a chargeback through your card provider is always open to you — 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.