Last updated: 28 June 2026 · Governs your use of Bookr
By using Bookr in any capacity, you accept these terms. If you don't, don't use it.
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.
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.
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.
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.
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.
Each Business sets its own cancellation policy. You'll see it before you book and again on the booking confirmation. Bookr's role is to enforce the policy the Business has chosen — not to override it. All cancellation windows are measured from the appointment start time, not from the time you made the booking.
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.
Every Business sets a cancellation window, shown to you before you pay and acknowledged by you at checkout:
The 2.5% Booking Protection Fee is 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. It covers costs Bookr incurs the moment your booking is confirmed (payment processing, booking infrastructure, confirmation and reminder communications, booking protection cover). You acknowledge this at checkout before paying.
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.
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 48 hours after your appointment's end time — the "protection window" — unless you release the Business sooner. While the funds are held:
A report is only valid for one of four reasons: the Business didn't show up or wasn't open; the service wasn't provided; the service was materially not as described; or you were charged the wrong amount. It 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 side and any evidence. If the Business refunds, you are refunded from the held funds. If it contests, Bookr reviews both sides and decides. If the Business ignores the claim, the claim is escalated to Bookr to decide — there is no automatic payout either way, but where the Business plainly did not show up or did not provide the service, an unanswered claim will normally be decided in your favour. Bookr aims to decide contested claims within a few business days. Any refund comes from the funds Bookr is holding; where the Business is at fault, the refund includes the 2.5% Booking Protection Fee (recovered from the Business). The full process is set out in our Claims & Booking Protection Policy.
Bookr acts here as a payment facilitator and dispute mediator, not an insurer: it holds the funds, runs the process, and decides where the held money goes, but it does not guarantee any outcome. Bookr's financial responsibility for a booking is limited to the amount it is holding for that booking. 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.
While the protection window is open, please use the Booking Protection process above rather than going to your bank. Once the window has closed and the funds have been released, Bookr's claims process is finished for that booking, and your remaining route for a charge you believe is wrong is a chargeback through your card provider. Even then, please contact us at support@mybookr.app first — we can often resolve matters more quickly than the chargeback process allows. 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.
Approved refunds are processed by Stripe and typically appear on your statement within 5–10 business days, depending on your card issuer.
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.
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.
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.
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 of the service price. The Booking Protection Fee remains non-refundable as it covers work already done at the point of booking confirmation.
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.
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.
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.
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.
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.
Payouts happen through Stripe Connect. You connect your bank account in setup; Stripe handles the transfer to you. Bookr does not hold your money — funds are collected by Stripe and disbursed to you according to Stripe's payout schedule.
Every booking has two deductions:
Worked example on a £100 service:
On higher tiers the platform fee is smaller, so the Business receives more (£100.45 on Chain in the same example). No other transaction costs are deducted from the Business.
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. Bookr is not currently VAT-registered and does not charge VAT on its fees; the amounts shown are the amounts you pay and receive. Once incorporated and VAT-registered, this section will be updated, a VAT registration number will be published here, and VAT invoices will be available on request.
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 48-hour Booking Protection window having closed without an open customer claim (a claim raised in that window pauses the payout until it is resolved — see A3 and B9); (c) no active bank dispute or chargeback on the transaction; and (d) your Stripe Connect account being in good standing.
Stripe processes payouts on a rolling basis. For established accounts in good standing, payouts are typically initiated the next business day after a booking is completed (T+1). For new Stripe Connect accounts — generally defined as accounts that have processed fewer than a threshold number of transactions or that have not yet passed a set period of operation — Stripe may apply an extended payout delay of up to 7 days (T+7). This extended delay is set by Stripe, not by Bookr, and Bookr has no ability to shorten or override it. Once you have built a history on the platform, the T+1 schedule typically applies automatically.
After a service appointment is completed, funds collected on behalf of your business enter a 48-hour Booking Protection hold. If the customer reports a problem during that window, the payout is paused until the claim is resolved (see B9). Otherwise, payouts are initiated the next business day after the hold expires, with the bank transfer typically taking a further 2–5 working days. In total, you will typically receive funds 3–7 days after the appointment.
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.
Paid plans (Duo, Studio, Shop, Chain) are sold as auto-renewing subscriptions, 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.
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.
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 Studio and above and you downgrade to Duo, 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.
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.
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.
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.
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.
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 2.5% 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.
If a Customer does not turn up for their appointment and did not cancel in time, you can mark them as a no-show from the booking dashboard. In that case you may retain the booking price as a no-show charge. This reflects the reserved slot you set aside and may have been unable to resell at short notice; it is never more than the price the Customer paid, and is not 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.
Funds from a card booking are held by Bookr for 48 hours after the appointment before they are released to you (see B2). Within that window a Customer can raise a Booking Protection claim for one of four reasons only: you didn't show up or weren't open; the service wasn't provided; the service was materially not as described; or the Customer was charged the wrong amount. Ordinary dissatisfaction with a service you did deliver as agreed is not a valid claim. Raising a claim pauses your payout while it is reviewed. The process is:
Bookr's decision is one of: full refund (where you are at fault), partial refund (where part of the service was delivered or the issue is genuine but minor), or release to you (where the booking was properly delivered). Any refund is taken from the held funds for that booking. Where you are at fault, the refund includes the 2.5% Booking Protection Fee, which is refunded to the Customer and recovered from your next available payout balance (mirroring a business-initiated cancellation). Bookr decides where the held money goes; it does not insure the booking, does not guarantee any outcome, and its financial responsibility for the booking is limited to the held amount. You remain responsible for the service you provide.
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.
The Booking Protection process above applies while funds are still held. Once the hold has closed and a payout has been released, a Customer's remaining route for a disputed charge 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.
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.
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.
You agree not to:
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.
When you complete the Bookr setup wizard, your chosen handle (e.g. mybookr.app/your-name) is reserved immediately and exclusively for your account. 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.
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.
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.
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.
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.
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.
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.
Across the platform, you may not:
See our Acceptable Use Policy for the longer list.
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 toward Customers. Similarly we are not responsible for the conduct of Customers toward Businesses.
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.
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.
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.
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.
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.
Questions about these terms? Email support@mybookr.app.