Legal

Terms of Service

Last updated: 3 September 2026 · Governs your use of Bookr

Who Bookr is. Bookr is operated by MyBookr LTD, a company registered in England and Wales (company number 17407312), registered office 71–75 Shelton Street, London WC2H 9JQ. Throughout this document, "Bookr", "we", "us" and "our" mean MyBookr LTD, which operates mybookr.app and the associated mobile applications, and which is the party you contract with for Bookr's own services. Contact: support@mybookr.app.
Important. Bookr is a marketplace. We provide the technology that lets businesses take bookings and customers make them. The contract for the service itself (the haircut, the class, the room) is between you and the business — Bookr is not a party to it.
Contents
  1. Definitions & what Bookr is
  2. Section A — Terms for customers
    1. A1. Making a booking
    2. A2. Payment & the Booking Protection Fee
    3. A3. Cancellations & refunds
    4. A4. UK consumer rights
    5. A5. Statutory right to cancel (cooling-off)
    6. A6. Account security
    7. A7. Reviews
    8. A8. Your responsibilities
  3. Section B — Terms for businesses
    1. B1. Your account
    2. B2. Payouts & Bookr's fees
    3. B3. Subscriptions
    4. B4. Listing standards
    5. B5. Prohibited services
    6. B6. Stripe KYC & payouts
    7. B7. VAT & tax
    8. B8. Setting your cancellation policy
    9. B9. No-shows, late cancellations, and disputes
    10. B10. Customer data
    11. B11. Reviews you receive
    12. B12. Conduct
    13. B13. Suspension, termination & effect of closure
    14. B14. Handle reservation & inactivity policy
  4. Section C — Terms that apply to everyone
    1. C1. Platform availability
    2. C2. Communications
    3. C3. Consumer dispute resolution
    4. C4. Intellectual property
    5. C5. Prohibited conduct
    6. C6. Disclaimers
    7. C7. Limitation of liability
    8. C8. Indemnification
    9. C9. Force majeure
    10. C10. Governing law & jurisdiction
    11. C11. Changes to these terms
    12. C12. Severability, entire agreement, assignment
    13. C13. Contact

1. Definitions

By using Bookr in any capacity, you accept these terms. If you don't, don't use it.

SECTION A For customers

A1. Making a booking

When you confirm a booking on Bookr, you're entering into a contract with the Business — not with us. We process the booking and the payment on the Business's behalf. The contract between you and the Business is formed at the moment payment is successfully processed, not when you first select a time slot. Selecting a slot temporarily holds it but does not create a binding booking; only completing payment does.

Guest booking (no account required)

You can book on Bookr without creating an account. To do so, you provide your name and email address at checkout. We send a one-time passcode (OTP) to that email address to verify you control it, then take payment. On successful payment, you receive a booking confirmation email containing your booking details and a unique access token link that allows you to view or cancel your booking without logging in. You should keep this email — it is your record of the contract. Guest bookings carry all the same consumer rights as account-holder bookings.

Account booking

If you have a Bookr account, the booking process is the same but your booking is saved to your account history, accessible from the dashboard. You can see all past and upcoming bookings, manage cancellations, and submit reviews without needing to find the original confirmation email.

What "confirmed" means

A booking is "confirmed" when: (1) payment has been successfully processed by Stripe; (2) a booking confirmation email has been sent to the email address you provided; and (3) a unique access token has been issued for the booking. At this point the Business is notified and the slot is removed from public availability. A booking is not confirmed by the mere fact that you selected a slot or that a slot appeared available.

You must be 16 or older to book. You must give accurate details. Bookings made in someone else's name or with false information may be cancelled without refund.

A2. Payment & the Booking Protection Fee

You pay at the moment you book. The total shown at checkout includes:

Payments are processed by Stripe. Bookr never sees or stores your full card number.

A3. Cancellations & refunds

Each Business sets its own cancellation policy. You'll see it before you book, at checkout, and again on the booking confirmation — including the exact date and time by which you can cancel for a full refund. Some Businesses ask for notice as a courtesy; others charge if you cancel late. Which of the two applies to your booking is shown to you before you pay, and you acknowledge it at checkout — see How cancellation policies work below, which governs. All cancellation windows are measured from the appointment start time, not from the time you made the booking.

Rescheduling instead of cancelling

If you can't make your appointment but still want the service, you can reschedule rather than cancel. Rescheduling keeps your original payment — including the Booking Protection Fee — and there is no new charge; you simply move the same booking to a new time. No further Booking Protection Fee is taken on the moved booking. 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.

How cancellation policies work

Every Business sets a cancellation window, shown to you before you pay and acknowledged by you at checkout:

The Booking Protection Fee

  1. Definitions. In these provisions “the Fee” means the Booking Protection Fee, being a charge of 3.4% of the service price plus £0.20, payable by the Customer to MyBookr LTD (“Bookr”) on each booking paid by card through the Bookr platform; “the Business” means the business with which the booking is made; and “the Customer” means the person making the booking.
  2. Application. The Fee applies to every card booking made through the platform, on every subscription plan, and is calculated on the service price as it stands after any discount, promotional code, gift card, pass or credit has been applied.
  3. Nature of the Fee. The Fee is a transaction fee payable to Bookr in respect of the payment processing, funds-holding, data protection and booking administration services provided by the platform. The Fee does not form part of the price of the service, is not a deposit, and no part of it is payable to, or received by, the Business.
  4. Disclosure and acceptance. The Fee is presented to the Customer as a separate line item, in pounds and pence, before any payment is authorised. Confirmation of a booking is conditional upon the Customer’s acknowledgement of these provisions at checkout, and no booking is confirmed until that acknowledgement has been given.
  5. Non-refundability on Customer cancellation. The Fee is non-refundable in the event of cancellation by the Customer, howsoever arising and irrespective of the period of notice given, the cancellation policy of the Business, or whether the service price is refunded in whole or in part. Non-attendance at a confirmed appointment is treated as a cancellation by the Customer for the purposes of this clause.
  6. Cancellation by the Business. Where a confirmed booking is cancelled by the Business, for any reason, the Customer is refunded the total amount paid, including the Fee. The Fee is thereupon charged to the Business and recovered by Bookr from the Business in accordance with section B2 of the Terms of Service.
  7. Statutory cancellation. Where the Customer exercises a statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Fee is refunded together with the service price.
  8. Erroneous and duplicate charges. Where the amount charged differs from the amount displayed at checkout, or the Customer is charged more than once in respect of the same booking, the excess is refunded in full, including any Fee attributable to it, on request to support@mybookr.app.
  9. Rescheduling. Where a booking is rescheduled rather than cancelled, the original payment, including the Fee, is transferred to the rescheduled appointment and no further Fee is payable.
  10. No variation. The Fee is fixed by Bookr and applies uniformly. The Business has no authority to waive, vary, increase or refund the Fee, and no representation or statement by a Business to the contrary shall bind Bookr.
  11. Consumer rights. Nothing in these provisions limits or excludes any right the Customer has under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable legislation.
  12. Governing provisions. These provisions form part of Bookr’s Terms of Service (section A3) and are to be read together with the Refund & Cancellation Policy. In the event of any inconsistency, the Terms of Service prevail.

The 3.4% + 20p Booking Protection Fee is accordingly non-refundable in all cases where the cancellation is initiated by you, the Customer, whatever the Business's cancellation policy and however far in advance you cancel. You acknowledge this at checkout before paying.

Business-cancelled bookings

If the Business cancels your confirmed booking for any reason — including illness, closure, overbooking, or any other cause — you are entitled to a full refund of the total amount you paid, including the Booking Protection Fee. We will process this refund within 5 business days of the cancellation being confirmed. Bookr recovers the Booking Protection Fee from the cancelling Business (see section B2), so you are never out of pocket for a cancellation that wasn't your choice.

Booking Protection — your money is held until your appointment

When you pay for a booking by card, the money is held by Bookr (on Stripe) and is not released to the Business straight away. It stays held until your appointment's end time, and is then released to the Business.

That hold is what makes the refund promise above work. For as long as Bookr is holding the money, cancelling gives you the service price back immediately and in full — Bookr does not have to ask the Business for it, and there is nothing for them to refuse. This is the protection the fee pays for, and it runs for the whole period between paying and being served.

Bookr does not operate a hold after the service. A service is not a parcel: there is nothing to inspect on arrival, and by the end of the appointment you already know how it went. Holding a Business's takings for a further day protected nobody and delayed everybody, so we do not do it. This is also the ordinary position across the industry — booking platforms release on the service, not days afterwards.

If something went wrong at your appointment — the Business was not there, was not open, or did not provide the service — tell us at support@mybookr.app or through Get help, and quote your booking reference. We will look into it and take it up with the Business on your behalf. Please be aware of what we can and cannot do: by the time you contact us the payment has usually already reached the Business, so Bookr cannot simply reverse it. We can, and do, ask the Business to put it right, and we recover money from a Business's future payouts where it agrees or where we conclude it is plainly at fault. We cannot guarantee an outcome, and none of this limits your statutory rights or your right to go to your card provider.

Bookr acts here as a payment facilitator, not an insurer. Bookr's financial responsibility for a booking is limited to the amount it is holding for that booking, which after the appointment is nothing. The Business remains responsible for the service it provides and for any liability arising from it (see C6), and nothing here limits your statutory rights.

Chargebacks

Before your appointment, you do not need a chargeback: cancel in Bookr and the service price comes straight back. After your appointment, please contact us at support@mybookr.app before going to your bank — we can often resolve matters more quickly than the chargeback process allows, and we would rather sort it than have you wait. If we cannot resolve it, a chargeback through your card provider remains open to you and nothing in these terms takes that away. Fraudulent chargebacks (disputing a charge for a service you received as described) are grounds for account suspension and may result in us providing transaction evidence to your card issuer and to relevant authorities.

Refund timing

Approved refunds are processed by Stripe and typically appear on your statement within 5–10 business days, depending on your card issuer.

A4. UK consumer rights

Nothing in these terms removes or limits your rights under UK consumer protection law. In particular, under the Consumer Rights Act 2015, you have the right to expect that any service you purchase is performed with reasonable care and skill, within a reasonable time (if no specific time is agreed), and at a reasonable price (if no price is agreed in advance). These rights apply to the service the Business provides to you — not to the Bookr platform itself.

If the Business's service falls short of this standard, your first step is to contact the Business directly and give them a reasonable opportunity to put things right. If they fail to do so — or if you cannot resolve the matter with them — you can escalate to Bookr by emailing support@mybookr.app with your booking ID and a description of the issue. We will investigate and, where the Business is at fault, we can facilitate a refund of the service price. We cannot award compensation beyond the booking value.

Your statutory rights are not affected by the Business's cancellation policy. A policy that says "non-refundable" does not override your right to a remedy where the service was not delivered as contracted.

A5. Statutory right to cancel (cooling-off period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have a 14-day cooling-off period to cancel contracts made online without giving a reason. However, there is an explicit exception for service contracts that have begun with your agreement during the cooling-off period.

Appointments (within 14 days of booking)

By confirming a booking on Bookr for an appointment that starts within 14 days of the date you booked, you expressly request that performance of the service begins on the appointment date — which falls within the cooling-off window. You acknowledge this request and understand that once the service has been fully performed, you lose your right to cancel under the Regulations. The service price and cancellation policy of the Business will apply instead.

Appointments (more than 14 days in advance)

For appointments booked more than 14 days before the appointment date, the standard cooling-off right applies. You may cancel within 14 days of booking (or before the appointment date, whichever is earlier) and receive a full refund.

On a statutory cancellation, the Booking Protection Fee is refunded too. Everywhere else in these terms the fee is non-refundable, because it pays for work already done by the time you cancel. A cancellation under the Regulations is different: the Regulations require the trader to reimburse all payments received, and a term that carved our own fee out of a statutory refund would be at real risk of being unfair — and therefore unenforceable — under section 62 of the Consumer Rights Act 2015. We would rather refund the fee than rely on a term that should not stand up. Tell us you are cancelling under the Regulations when you cancel, or email support@mybookr.app with your booking reference, and we will return the fee as well.

Group class bookings

For group class bookings: if the class date falls within 14 days of the booking date and you expressly request immediate performance, you waive your automatic cooling-off right. If the class is more than 14 days away, you retain the standard 14-day right to cancel. Classes are not equivalent to appointments in all respects — in particular, the cost structure for the Business of filling a class slot differs from one-to-one appointments, so the Business's cancellation policy may reflect this.

Guest checkout and cooling-off rights

Your cooling-off rights apply in full regardless of whether you booked as a guest or with an account. If you booked as a guest, you must retain your booking confirmation email as proof of the contract — we cannot look up guest bookings without the booking reference or access token. To exercise your cooling-off right as a guest, email support@mybookr.app quoting your booking reference.

A6. Account security

If you create a Bookr account, you are responsible for keeping your login credentials secure. Do not share your password with anyone. We encourage you to enable two-factor authentication (2FA) where offered — it significantly reduces the risk of unauthorised access.

If you believe your account has been accessed without your permission, contact us immediately at support@mybookr.app. We will act promptly to help secure it.

Bookr is not liable for any loss or damage arising from your failure to keep your credentials secure or from you sharing them with a third party. Any booking or payment made from your account before you notify us of a security breach is treated as authorised by you.

A7. Reviews

After your appointment ends you'll get an email asking how it went. Reviews consist of a star rating (1–5) and optional written text of up to 500 characters. Reviews are public on the Business's booking page. You agree to:

We may remove reviews that breach this without notice. You can edit or delete your own review at any time from your account or by emailing support.

A8. Your responsibilities

SECTION B For businesses
This section is your agreement with MyBookr LTD as a business. Section A covers customers and does not apply to you as a seller; Section C applies to everyone. Sections B and C together are the terms you accept when you create a Bookr business account, and mybookr.app/business-terms takes you straight here. Taking payment through Bookr also means agreeing to the Stripe Connected Account Agreement — see B6.

B1. Your account

You can sign up as a Business if you're 18+ and legally able to contract in the UK. You're responsible for the accuracy of everything on your booking page — business name, services, prices, photos, opening hours. If a customer arrives and reality doesn't match the listing, you're liable, not us.

You must keep your login credentials secure. Activity from your account is treated as authorised by you.

B2. Payouts & Bookr's fees

Payouts happen through Stripe Connect. You connect your bank account in setup; Stripe handles the transfer to you. Funds are collected and held by Stripe — never in Bookr's own bank account, and Bookr cannot direct or access them for its own benefit. What Bookr controls is when they are released to you: funds are released the moment the appointment ends. Payout timing is set out below.

Every booking has three deductions, applied in this order:

  1. Booking Protection Fee — 3.4% + 20p. Added to the service price at checkout and shown to the Customer as "Booking Protection Fee". Same on every plan. Non-refundable to the Customer when they cancel — Bookr retains this fee even if the booking is cancelled or fully refunded. If you (the Business) cancel a confirmed card booking, the Customer is refunded in full including this fee, and the fee amount is recorded against your account and deducted from your future payouts — cancelling on customers is never free. The fee is deducted from your next payout; if no payouts are due, we may invoice you or offset it against future bookings. Covers secure payment processing, booking confirmation, refund handling, and dispute resolution. See booking-protection.
  2. Card processing (Stripe). Deducted from the total amount charged to the Customer before any Bookr fee is calculated. This is Stripe's own fee at Stripe's standard rates — at the date of these terms, 1.5% + 20p for a UK consumer card, and more for commercial, Amex and non-UK cards. Bookr does not set this rate and does not add to it. Stripe does not invoice the Business separately; the fee is taken out of the payment. The exact amount charged on each booking is shown to the Business in the app. Stripe does not return this fee when a booking is refunded — that cost falls on Bookr, not on the Business.
  3. Bookr platform fee. A percentage of the amount remaining after the Booking Protection Fee has been added and Stripe's card processing has been deducted (the "net settled amount"). There is no minimum fee per booking. The rate varies by your subscription:
    • Starter (£0/month) — 4% of the net settled amount per booking.
    • Pro (£49/month) — 1.95% of the net settled amount per booking.

Worked example on a £100 service, Starter plan, UK consumer card:

On Bookr Pro the platform fee is smaller and is sized so the Business receives exactly its list price — £100.00 in the same example. Where the Customer pays with a card that costs Stripe more than the illustrative rate above, the card processing deduction is correspondingly larger and the Business receives correspondingly less; the Bookr platform fee is calculated on whatever remains, so it never increases as a result. No other transaction costs are deducted from the Business.

Gift cards, passes and class packs. These are prepaid products and are charged differently: the buyer pays the exact face value with no Booking Protection Fee added. Stripe's card processing is deducted from that amount, Bookr retains a flat £1.00 per purchase, and the Business receives the remainder. Bookr's platform percentage does not apply to these purchases.

VAT on Bookr's fees. The fee figures and worked examples above — both the Bookr platform fee and the Booking Protection Fee — are stated exclusive of VAT. MyBookr LTD is not currently VAT-registered and does not charge VAT on its fees, so the amounts shown are the amounts you pay and receive. If MyBookr LTD becomes VAT-registered — which UK law requires once taxable turnover passes the registration threshold — this section will state the VAT registration number, VAT will be shown separately on Bookr's fees, and VAT invoices will be available on request. Your own VAT position on the services you sell is yours to manage; see B7.

Money during the holding period

When a customer pays for a booking, Stripe collects the funds and holds them pending disbursement. During this period the money sits in Stripe's systems — not in Bookr's bank account and not yet in yours. Bookr has no ability to direct, redirect, or access these funds for its own benefit. Your right to receive the payout is conditional on: (a) the booking being completed or marked as a no-show; (b) the appointment's end time having passed; (c) no active bank dispute or chargeback on the transaction; and (d) your Stripe Connect account being in good standing.

Payout timing

Stripe pays out on its own schedule, which Bookr does not control. For accounts in the United Kingdom, Stripe's initial settlement timing is 7 calendar days from the customer's payment and its standard timing thereafter is 3 business days; Stripe states that a first-ever payout can take 7–14 days. These delays are set by Stripe, not by Bookr, and Bookr has no ability to shorten or override them.

Funds collected on behalf of your business are held by Bookr until the appointment's end time, and released to your Stripe balance within 15 minutes of it. Stripe then pays your bank on the schedule above. The date of your next payout is shown in the Payouts screen of the app.

Stripe account freeze or restriction

Stripe operates under anti-money-laundering and financial crime regulations and may freeze, restrict, or place reserves on your Stripe Connect account as part of its compliance obligations. If Stripe freezes your account, Bookr cannot release funds to you until Stripe lifts the restriction. In this scenario: (a) new bookings can still be taken but payouts will be held; (b) Bookr will notify you as soon as we become aware of a Stripe restriction on your account; (c) you should contact Stripe directly to resolve the issue. Bookr is not responsible for any losses arising from a Stripe-imposed account restriction.

If Stripe restricts or freezes your connected account for compliance, fraud, or verification reasons, all payouts will be held until the restriction is lifted. Bookr has no control over Stripe's account decisions. Contact Stripe directly via your Stripe Express dashboard to resolve account restrictions.

B3. Subscriptions

The paid plan (Pro) is sold as an auto-renewing subscription, billed by card through our payment processor, Stripe, and managed from your account at mybookr.app/billing. The price and billing period are shown to you before you confirm. Subscriptions renew automatically unless cancelled before the end of the current period. You manage, change or cancel a subscription from the billing area (which opens the Stripe billing portal); cancelling stops future renewals and your plan reverts to Starter at the end of the paid period.

There is no free trial — Starter is free to use for as long as you like, and you upgrade to a paid plan only when you choose to. Refunds for subscription charges are handled by Bookr via Stripe in line with this policy, not by any app store.

Plan upgrades

Upgrading to a higher plan takes effect immediately, and the new (lower) per-booking fee applies to all bookings confirmed after the upgrade takes effect. Any price difference is prorated by Stripe at the point of upgrade.

Plan downgrades

Downgrading to a lower plan (including to Starter/free) takes effect at the end of your current billing period. Until then, you remain on your current plan with all its features. After the downgrade takes effect, any features that are exclusive to your previous plan will become unavailable — for example, if a feature is only available on Bookr Pro and you downgrade to Starter, that feature will be removed at the start of your next billing cycle. Bookings already confirmed before a downgrade are not affected; they retain the fee structure that was in place at the time of booking.

B4. Listing standards

Your listing on Bookr must accurately represent your business and the services you offer. Specifically, you must:

Breach of these listing standards is grounds for listing removal and account suspension.

B5. Prohibited services

You may not list or sell through Bookr any of the following:

We may remove listings that breach this section without prior notice and without liability to you.

B6. Stripe KYC & payouts

To receive payouts via Stripe Connect, you are required to complete Stripe's identity verification (Know Your Customer) process. This is a legal requirement under anti-money-laundering regulations and is carried out entirely by Stripe under their own privacy policy. Bookr does not collect, store, or have access to your identity documents.

You must maintain a valid, verified Stripe Connect account to receive payouts. If your Stripe account is suspended, restricted, or unverified, Bookr cannot release funds to you until the issue is resolved with Stripe. Bookr is not responsible for payout delays caused by Stripe's verification checks, compliance reviews, or reserve policies.

The Stripe Connected Account Agreement. The account Bookr creates for you is a Stripe connected account, and using it means you also agree to the Stripe Connected Account Agreement, which includes the Stripe Services Agreement. That agreement is between you and Stripe; these terms are between you and MyBookr LTD, and neither replaces the other. Because of how Bookr's platform is configured, Bookr — not you — is the party Stripe charges for processing fees and debits for chargebacks; where a chargeback relates to a booking you were paid for, Bookr may recover the amount from your future payouts as set out in B9. You are shown this agreement when you set up payouts, and you can read it at any time at the link above.

B7. VAT & tax

Bookr provides a platform for you to sell your services. You are solely responsible for determining your own VAT registration obligations under UK law and for charging, collecting, and remitting VAT correctly on your sales.

Bookr provides transaction records (booking history, payout summaries) accessible from your dashboard. These records are provided as a convenience — they are not a substitute for proper accounting records and Bookr does not file VAT returns, income tax returns, or any other tax filings on your behalf.

You should seek independent tax advice if you are unsure of your obligations. Bookr has no liability for any tax penalties or underpayments arising from your failure to comply with HMRC requirements.

Records for your own tax return

Bookr does not collect your National Insurance number or your Unique Taxpayer Reference, and does not report your earnings to HMRC on your behalf. Filing is yours to do, and Bookr's job is to give you the figures to do it with.

You can export your transactions (gross taken, each fee, net paid to you, refunds) for a UK tax year or for all time, and your bookings and customer list, from the app at any time. Both arrive as CSV files by email, to the address on your account.

The identity checks you complete when you set up payouts are carried out by Stripe, under Stripe's own privacy policy, as described in B6. Bookr does not receive or store copies of your identity documents.

If UK platform-reporting rules come to apply to Bookr, we will tell you what we need and why before we ask for anything, and we will update these terms first.

B8. Setting your cancellation policy

You pick one of Bookr's standard cancellation policies (see A3) when you set up. You can change it at any time; the new policy applies to bookings made after the change. Bookings made before the change retain the policy that was in force when they were confirmed.

You must honour the policy you've set. Refunding outside policy at your discretion is your call (we won't stop you giving a goodwill refund); refusing to honour a refund that the policy requires is a breach of these terms and grounds for suspension.

If a booking is cancelled by the business after the customer has paid, the full service price is refunded to the customer. The 3.4% + 20p Booking Protection Fee is also refunded to the customer in this case, and the cost of this refund is recovered from the business's next available payout balance.

B9. No-shows, late cancellations, and disputes

These are two different things and Bookr treats them separately.

Both reflect a reserved slot you set aside and may have been unable to resell at short notice; neither is a penalty. Where the slot was in fact refilled, a goodwill refund is encouraged but remains your choice. A Customer's statutory rights are unaffected.

When a customer says something went wrong

Funds from a card booking are held by Bookr until the appointment's end time, and released to you then (see B2). Bookr does not hold your money after the service and does not run a claims window: once your appointment is over, the payment is yours.

If a Customer contacts Bookr afterwards to say you were not there, were not open, or did not provide the service, we will raise it with you and ask for your account of what happened — your appointment log or diary, messages with the Customer, check-in records, or any other contemporaneous record. Ordinary dissatisfaction with a service you did deliver as agreed is not something Bookr will act on.

Because the money has already been released, Bookr cannot reverse it unilaterally. Where you agree to refund, or where the evidence plainly shows you did not provide the booked service, the refund amount is recorded against your account and recovered from your future payouts, in the same way as a business-initiated cancellation (see B2). Where you are at fault, that recovery includes the 3.4% + 20p Booking Protection Fee refunded to the Customer. Bookr does not insure the booking and does not guarantee any outcome; you remain responsible for the service you provide, and the Customer's statutory rights and right of chargeback are unaffected.

Repeated false no-show claims

Making repeated false no-show claims — marking customers as no-shows when they did in fact attend — is a form of fraud. Bookr monitors no-show rates and patterns. If we identify a pattern of false claims, or if multiple customers report the same business for this behaviour, we will investigate. Verified false no-show claims are grounds for permanent termination of your account and may be referred to relevant authorities.

Bank chargebacks

If a Customer cannot resolve a disputed charge with you or with Bookr, their remaining route is a bank chargeback. If a customer initiates a chargeback that is upheld, Bookr will reverse the associated payout from your connected Stripe account. A chargeback administration fee (currently £15–25 as determined by Stripe's fee schedule) will be deducted from your next available payout balance. Bookr will notify you by email when a chargeback is filed.

B10. Customer data

You receive limited Customer data — name, email, phone, booking details — for the purpose of delivering the booking. You become a separate data controller for that data and must:

You may not transfer, sell, or sync the data to any third party. You may not use Bookr-acquired customers to circumvent Bookr's platform fee for future bookings of services they originally found through us. This is grounds for immediate termination. See also section 15 of the Privacy Policy for your full obligations as a data controller.

B11. Reviews you receive

Reviews are public. You may reply once per review — your reply is also public. You may not pressure, bribe, or threaten Customers to leave or remove reviews, or offer discounts, free services, or other incentives in exchange for a positive review. You may flag reviews that breach A7; we'll review and act fairly. We do not remove reviews simply because they are negative; we remove them only if they breach the review rules.

B12. Conduct

You agree not to:

B13. Suspension, termination & effect of closure

We may suspend or terminate your account, with reasonable notice where possible, for serious or repeated breaches of these terms or applicable law. We may act without prior notice in cases involving fraud, illegal activity, or imminent harm to customers. You can terminate your account at any time via your account settings.

Effect of termination — what happens immediately. On account closure — whether initiated by you or by Bookr — your public-facing booking page is taken offline immediately. New bookings can no longer be made with you through Bookr. Where Bookr terminates your account for a serious breach, there is no grace period — the booking page goes offline at the moment of termination.

Pending bookings. All confirmed bookings that have not yet taken place must be honoured in full, or refunded to the Customer, within 5 days of the closure date. If you fail to contact affected customers within that period, Bookr may process refunds to those customers on your behalf and recover the amounts from any outstanding balance owed to you. If there is no outstanding balance, we reserve the right to pursue recovery by other means.

Voluntary closure — grace period. If you choose to close your account voluntarily (rather than being terminated for a breach), you may request a 7-day grace period during which your booking page remains visible but is marked as "no longer accepting new bookings" — this allows you to manage the transition with your existing customers. The grace period is not available in cases of termination for breach.

Data export. You may request a data export (bookings history, customer contact records, payout summaries) at any time while your account is active, and for 30 days after closure, by emailing support@mybookr.app, subject to our data retention obligations. Bookr retains financial records for up to 7 years (HMRC requires a minimum of 6 years). Other data is deleted in line with our Privacy Policy.

B14. Handle reservation & inactivity policy

When you complete the Bookr setup wizard, a handle is assigned to your account and reserved immediately and exclusively for it. The shape of that handle depends on your plan — free accounts receive a longer handle (for example your-name-barber-leeds-a3f9k2) and paid plans receive progressively shorter ones, with the bare business name available on the top plan only. You may change your handle later, subject to the shortest shape your plan permits. No other business can claim it. However, a reserved handle is not the same as an active page:

The purpose of this policy is to keep good handles available for active businesses. If your handle was released due to inactivity and you wish to reclaim it, contact us at support@mybookr.app — we will do what we reasonably can if the handle is still available.

SECTION C Terms that apply to everyone

C1. Platform availability

Bookr aims for high availability across its web and mobile platforms, but we do not provide a Service Level Agreement (SLA) guarantee. The platform is provided on an "as available" basis.

Scheduled maintenance

We aim to carry out scheduled maintenance (database migrations, infrastructure updates, dependency upgrades) during low-traffic periods — typically between 02:00 and 06:00 UK time on weekday nights. We will post a notice via email to registered account holders and on our social channels at least 24 hours before any scheduled maintenance that is expected to affect availability for more than 10 minutes. For planned maintenance windows exceeding 1 hour, we will also notify registered business account holders by email. The status page is also where we post updates on any unplanned outages, incidents, or degraded performance.

Unplanned outages

If the platform goes down unexpectedly, we will notify registered account holders by email and post updates on our social channels as we work to restore service. Businesses should maintain an independent means of communicating with customers (such as a phone number or social media contact) for use in the event of a platform outage.

Bookr is not liable for any loss — including lost revenue, missed bookings, or reputational harm — arising from planned or unplanned platform downtime, whether caused by us, our hosting providers, or circumstances outside our control.

C2. Communications

By creating a Bookr account (as a customer or as a business), you agree to receive the following types of communication from us:

Push notifications. If you install our mobile app, you will be asked to opt in to push notifications at install time. You can withdraw this permission at any time through your device's OS notification settings or from within the app.

C3. Consumer dispute resolution

If you have a complaint about Bookr's service, please contact us at support@mybookr.app. We will acknowledge your complaint within 2 working days and aim to resolve it within 5 working days. For complex matters we may need more time, in which case we'll keep you updated on progress.

If you are a UK consumer and we are unable to resolve your complaint satisfactorily, you have several options:

Bookr does not currently subscribe to an Alternative Dispute Resolution (ADR) scheme. However, we will cooperate fully with any ADR process that a consumer legitimately initiates through an approved body.

C4. Intellectual property

The Bookr name, logo, software, and the design of the platform are owned by Bookr. You may not copy, reverse-engineer, or build a derivative product using our code, content, or branding without written permission. You keep ownership of content you upload (business descriptions, photos, reviews) but grant us a worldwide, royalty-free, sub-licensable licence to host, display, and use it as needed to run and promote the platform.

C5. Prohibited conduct

Across the platform, you may not:

See our Acceptable Use Policy for the longer list.

C6. Disclaimers

Bookr is provided "as is" and "as available". To the fullest extent the law allows, we exclude all warranties, conditions, and representations not expressly stated here. We do not guarantee uninterrupted availability or that the service will be free from bugs.

We are not responsible for the quality, safety, or legality of services provided by Businesses, the accuracy of their listings, or their conduct towards Customers. Similarly, we are not responsible for the conduct of Customers towards Businesses.

C7. Limitation of liability

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation, or anything else that cannot be limited under UK law (including your statutory rights as a consumer).

Subject to that, our total liability to you under or in connection with these terms — whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise — is limited to the greater of (a) £100 or (b) the total fees Bookr has actually received from you in the 12 months immediately before the event giving rise to the claim — meaning, for a Business, the Bookr platform fee deducted from your payouts, and, for a Customer, the Booking Protection Fees you have paid. This cap applies per incident, not in aggregate across all incidents in a period; each separate incident gives rise to a separate cap.

We are not liable for indirect or consequential losses, loss of profit, loss of business, loss of revenue, loss of data, or damage to reputation — whether or not we were advised of the possibility of such losses. This exclusion does not apply to any losses that flow directly and naturally from a breach of a consumer's statutory rights, where such losses cannot be excluded under applicable law.

C8. Indemnification

You agree to indemnify and hold Bookr harmless from claims, losses, and expenses (including reasonable legal fees) arising out of your breach of these terms, your misconduct on the platform, or — for Businesses — the services you deliver to Customers. This indemnity is subject to Bookr notifying you promptly of any claim and giving you a reasonable opportunity to defend it.

C9. Force majeure

Neither party is liable for delay or failure caused by events outside reasonable control — including but not limited to acts of God, war, pandemic, internet outages, or government action.

C10. Governing law & jurisdiction

These terms are governed by the laws of England and Wales. Any dispute is subject to the exclusive jurisdiction of the courts of England and Wales, except where consumer protection law gives you the right to sue in your own jurisdiction.

C11. Changes to these terms

We may update these terms. For material changes we'll give at least 30 days' notice by email and a banner in the app. Continued use after the effective date means you accept the new terms. The "Last updated" date at the top will move with every change.

C12. Severability, entire agreement, assignment

C13. Contact

Questions about these terms? Email support@mybookr.app.