Clients
Salonak Client Terms & Conditions
Last updated: 30 October 2026
These terms apply when you book a barber or hairdresser as a client on Salonak. They explain how bookings, payments, cancellations, and support work.
1. About Salonak
• Salonak is run by Salonak Limited (company number 16007340), registered in England and Wales. Registered office: 141 North End Rd, London, W14 9NH
• Salonak connects you with barbers, hairdressers, and salons or businesses that come to your home or another address you give
• Every professional completes ID, DBS and insurance checks before they can take bookings
• We provide search, booking, payments, and support. We are not the barber, hairdresser, or salon doing the service
• The professional or business you book is responsible for the service
2. Your account
Account eligibility & accuracy
• You must be 18 or over to create an account and use Salonak
• Give an accurate name, contact details, and (where relevant) service or business information
• Keep your email and phone up to date so we can reach you about bookings and security
• Keep your login secure; you're responsible for activity under your account
• One person (or one registered business) per account unless Salonak agrees otherwise
• We may suspend or close accounts that are inaccurate, abusive, fraudulent, or held by someone under 18
• You can't delete your account while you have open (not completed or cancelled) bookings
3. Bookings
At-home services
• Salonak is a London marketplace for barbers and hairdressers who come to the client's home or another address the client gives
• It isn't for walk-in salon chairs unless clearly stated
• Prices for independent professionals' services are set by Salonak. Salons and businesses set their own services and prices
• Professionals choose which services they offer and which days and times they work
• You must give a safe, accurate appointment address and be available at the agreed time
• Professionals travel within their stated service area; travel time and buffers may affect available slots
• Service descriptions and prices in the app are the offer you accept at checkout
• Ask in chat before paying if anything is unclear
You choose your pro
• You pick the professional, salon or business you book. Salonak never sends or assigns a professional to you
• If your professional cancels, you get a full refund and you can choose another professional yourself
• If you booked a salon or business and it changes the team member doing your booking, we'll tell you. If you don't want the change, you can cancel for a full refund in the app, as long as the service hasn't started
• You can save professionals you like to your favourites
• You pay in full when you book. Choosing a time doesn't reserve it until payment succeeds; if the slot is taken, pick another time
• A booking is confirmed when payment succeeds and the professional (or business) accepts where needed
• Until it's accepted, a paid request may still be declined. You then get a full refund
• You may cancel or reschedule in the app under the cancellation rules below
• After a visit is completed, you see a past booking summary (review, tip, dispute, rebook)
4. Payments, receipts, tips, promos & rewards
Payments, tips, promos & rewards credit
Card payments:
• You pay in full in the app when you book. Card payments are processed by Stripe
• Salonak doesn't store your full card number
• You get a receipt or confirmation after a successful payment
• Prices are shown in GBP before you pay. There is no travel fee: the price at checkout is the full price
Booking a time:
• Choosing a time doesn't reserve it until payment succeeds
• If that time is taken when you pay, pick another available slot
• Unpaid bookings can be cancelled; your cart can keep your services for later
Promo codes:
• Promo codes may reduce what you pay at checkout where offered
• Promo discounts are funded by Salonak. Professionals are paid on the full service price
• Refunds are based on the amount you actually paid
Tips:
• Tips are optional and paid separately after a completed visit
• Tips go to the professional; Salonak takes no fee on tips
Rewards credit:
• Salonak Rewards credit (cashback, loyalty bonuses, referrals) may be applied automatically at checkout when available
• Credit isn't cash and can only be used on Salonak bookings
• Credit used on a booking is restored according to that booking's refund outcome
Account deletion:
• You can't delete your account while you have open (not completed or cancelled) bookings. Finish or cancel them first
• Refunds follow the cancellation rules shown in the app before you confirm a cancellation
• Nothing in these terms limits your statutory rights under UK consumer law
5. Cancellations & rescheduling
Cancellation & reschedule (all users)
Client refunds when you cancel a paid booking:
• Cancel 24 hours or more before the start time: full refund
• Cancel between 2 and 24 hours before: 50% refund
• Cancel under 2 hours before: no refund
• Any part that isn't refunded is paid to the professional or business for the late cancellation, minus Salonak's usual fee
Professional, business or Salonak cancellations:
• If a professional, business, or Salonak cancels or declines after payment, the client gets a full refund
• The professional or business is not paid for that booking
Your 14-day right to cancel (UK consumer law):
• When you book a visit for a date within 14 days, you're asking for the service to start within your 14-day cancellation period
• You can still cancel within 14 days of booking. Once the service has been fully done, you lose that right
• Nothing in these terms takes away your legal rights as a consumer
Rescheduling:
• Allowed while a booking is awaiting payment, pending, or confirmed
• Client: up to 2 reschedules per booking; the window closes 2 hours before start
• Professional or business reschedules also close 2 hours before start
• Use the in-app reschedule tools so times and refunds stay accurate
How refunds work:
• Refunds go back to the original payment method through Stripe (usually a few working days, depending on the card issuer)
• Rewards credit used at checkout is restored according to the refund outcome for that booking
• Refunds are worked out on the amount actually paid
• The app shows the refund amount before you confirm a cancellation
6. No-shows, lateness & address changes
Missed appointments, lateness & address changes
• If a visit isn't moved forward in the app around the booked time, either party may be asked to confirm what happened
• Client no-show (not at the address, or not available within a reasonable wait): the booking may be closed as a no-show and treated as a cancellation under 2 hours (no refund)
• Professional doesn't turn up after accepting: the client gets a full refund when payment was taken
• "I'm running late" notices are courtesy alerts only. They don't change the booked start time or cancel the job
• Clients should allow a short, reasonable wait for travel delays; repeated or extreme lateness can be raised with Support
• Address changes after acceptance need the professional's (or business's) approval in the app; until then, the original address stays the appointment location
• Unsafe, incomplete, or inaccessible addresses may lead to cancellation under the refund rules above
7. Disputes
Disputes & support
When to open a dispute:
• Use disputes for serious issues such as no-show, safety, quality, payment, damage, or incomplete service
• Open a dispute from the completed or cancelled booking in the app within a reasonable time after the visit
• For routine questions, use in-app Support instead
How disputes work:
• Both parties should give a clear written statement
• Photos that support your case may be uploaded (up to a small limit set in the app)
• Salonak reviews booking history, chat, statements, and photo evidence
• The other party usually has 48 hours to respond after a dispute is opened
• If they don't respond in time, Salonak may close the dispute and accept the statement it has (Support can still change the outcome if new evidence appears)
• Open disputes appear as a priority item for professionals who still need to respond
Outcomes & limits:
• Outcomes may include no action, a partial or full refund, a payout adjustment, or account warnings or suspension
• In-progress jobs can't be cancelled in the app. Contact Support or open a dispute after the visit
Contact:
• support@salonak.co.uk
• https://salonak.co.uk
8. Reviews, conduct & safety
Reviews, conduct & safety at home visits
• Leave honest, fair reviews after completed bookings; Salonak may remove abusive, fake, or irrelevant content
• Professionals can also rate clients after a visit
• Treat the other party with respect: no harassment, discrimination, threats, or misuse of personal data
• Clients: provide a safe space to work, agree to photos only when you want them, and mention any access, pet, or safety notes
• Professionals and businesses: work only with consent, keep tools clean, and leave promptly when finished
• Either party may end a visit early if they reasonably feel unsafe; contact Support afterwards and use disputes where needed
• In an emergency, contact the emergency services first, then Salonak Support
9. Platform integrity
Platform integrity (no off-app deals)
If you met a professional or business through Salonak, keep bookings and payments for that relationship on Salonak.
You must not:
• Ask providers to accept cash, bank transfer, or other off-app payment for work found through Salonak
• Share phone numbers, email addresses or WhatsApp details to get around the app. Chat automatically blocks phone numbers and email addresses
Why this matters:
• It protects payments, refunds, reviews, and both parties
Breaking this may lead to account suspension or removal.
10. Liability
• The professional or business doing the service is responsible for its quality and safety, subject to applicable law
• Salonak is a booking platform, not the service provider
• To the fullest extent permitted by law, Salonak is not liable for acts or omissions of independent providers
• Nothing in these terms excludes or limits liability that can't be excluded or limited under UK law
11. Data & privacy
• How we collect and use personal data is set out in the Salonak Privacy Policy
• Contact support@salonak.co.uk for privacy questions
12. Changes & law
• We may update these terms with notice in the app
• Continued use after the update means you accept the revised terms
• Governed by the laws of England and Wales
• Courts of England and Wales have jurisdiction, without limiting mandatory consumer protections that apply where you live
13. Contact
Salonak Limited, 141 North End Rd, London, W14 9NH
support@salonak.co.uk
https://salonak.co.uk
Professionals
Salonak Professional Terms & Conditions
Last updated: 30 October 2026
These terms apply to independent professionals (barbers, hairdressers, mobile stylists) and business staff who do bookings on Salonak. Your agreement is with Salonak Limited (company number 16007340), registered in England and Wales. Registered office: 141 North End Rd, London, W14 9NH.
1. Your relationship with Salonak
• You are an independent service provider, not an employee of Salonak
• You choose which days and times you work and which Salonak catalogue services you offer
• Catalogue prices and durations are set by Salonak. You do not set those prices
• A shop sets the prices of its own shop services on its business account
• Clients choose you. Salonak never assigns bookings to you; you decide whether to accept a request
• You are responsible for your tax, National Insurance, insurance, and compliance with UK law
• Salonak provides the marketplace, booking tools, payments, and support, not the service itself
2. Account eligibility & accuracy
Account eligibility & accuracy
• You must be 18 or over to create an account and use Salonak
• Give an accurate name, contact details, and (where relevant) service or business information
• Keep your email and phone up to date so we can reach you about bookings and security
• Keep your login secure; you're responsible for activity under your account
• One person (or one registered business) per account unless Salonak agrees otherwise
• We may suspend or close accounts that are inaccurate, abusive, fraudulent, or held by someone under 18
3. Checks, insurance & standards
Pro checks
• Every professional completes ID, DBS and insurance checks before they can take bookings
• That means your legal name, a photo ID, a selfie, a DBS certificate and valid public liability insurance
• Profiles don't go live until the checks are done. If a document expires or is rejected, the profile is hidden until it's fixed
• Email verification may be required before booking, going live, payouts, or account changes
• Salonak may ask for updated documents at any time, and may suspend or remove accounts that fail checks, quality or conduct standards
Insurance (professionals / businesses)
• Professionals must keep valid public liability insurance on file to appear in search and accept new bookings
• Expired or missing cover hides your profile and blocks new bookings until you renew
• Businesses must make sure every team member who does home visits has completed the checks and is insured
• Deliver services safely and professionally at the client's address
4. Bookings you accept
At-home services
• Salonak is a London marketplace for barbers and hairdressers who come to the client's home or another address the client gives
• It isn't for walk-in salon chairs unless clearly stated
• Prices for independent professionals' services are set by Salonak. Salons and businesses set their own services and prices
• Professionals choose which services they offer and which days and times they work
• You must give a safe, accurate appointment address and be available at the agreed time
• Professionals travel within their stated service area; travel time and buffers may affect available slots
• Service descriptions and prices in the app are the offer you accept at checkout
• Ask in chat before paying if anything is unclear
• When you accept a booking you commit to attend at the agreed time and place
• Keep your calendar, travel buffer, and blocked times accurate
• You may decline pending requests before accepting (with a reason where asked)
• After accepting, use the in-app tools to cancel or reschedule only when necessary
• Use "I'm running late" only for genuine delays; it doesn't change the booked time
• If you turn on live location, the client sees your position only while you're on the way to or have arrived at their booking
5. Cancellations you make
If you cancel or can't attend:
• The client gets a full refund when payment was taken, and chooses another professional themselves
• You are not paid for that job
• Repeated late cancellations may affect visibility, approval, or account standing
• Contact Support straight away in an emergency (illness, safety)
6. Client cancellations & no-shows
• When a client cancels, refunds follow the client rules (full / 50% / none, depending on timing)
• You're paid the part that isn't refunded to the client, minus Salonak's usual fee. For example, if a client cancels between 2 and 24 hours before, you're paid your share of the 50% that is kept
Missed appointments, lateness & address changes
• If a visit isn't moved forward in the app around the booked time, either party may be asked to confirm what happened
• Client no-show (not at the address, or not available within a reasonable wait): the booking may be closed as a no-show and treated as a cancellation under 2 hours (no refund)
• Professional doesn't turn up after accepting: the client gets a full refund when payment was taken
• "I'm running late" notices are courtesy alerts only. They don't change the booked start time or cancel the job
• Clients should allow a short, reasonable wait for travel delays; repeated or extreme lateness can be raised with Support
• Address changes after acceptance need the professional's (or business's) approval in the app; until then, the original address stays the appointment location
• Unsafe, incomplete, or inaccessible addresses may lead to cancellation under the refund rules above
7. Rescheduling
• You may propose a new time in the app if the slot is free and at least 2 hours remain before the appointment
• Coordinate with the client in chat when helpful
8. Payments, tips, promos & Salonak's fee
• Client payments are collected through Stripe and paid out to you through Stripe Connect
• Salonak's fee for independent professionals is currently 15% of the amount paid for the booking, with a minimum of £1.50. The rate that applies to you is shown in your dashboard, and we'll tell you before it changes
• Payouts depend on completing Stripe Connect setup, and may be held after a visit, or while we look into a dispute or suspected fraud
• Optional client tips are paid to you separately. Salonak takes no fee on tips
• Promo discounts are funded by Salonak and don't reduce your payout
• Rewards credit a client uses is funded by Salonak and doesn't reduce your payout, unless the app says otherwise
9. Disputes
Disputes & support
When to open a dispute:
• Use disputes for serious issues such as no-show, safety, quality, payment, damage, or incomplete service
• Open a dispute from the completed or cancelled booking in the app within a reasonable time after the visit
• For routine questions, use in-app Support instead
How disputes work:
• Both parties should give a clear written statement
• Photos that support your case may be uploaded (up to a small limit set in the app)
• Salonak reviews booking history, chat, statements, and photo evidence
• The other party usually has 48 hours to respond after a dispute is opened
• If they don't respond in time, Salonak may close the dispute and accept the statement it has (Support can still change the outcome if new evidence appears)
• Open disputes appear as a priority item for professionals who still need to respond
Outcomes & limits:
• Outcomes may include no action, a partial or full refund, a payout adjustment, or account warnings or suspension
• In-progress jobs can't be cancelled in the app. Contact Support or open a dispute after the visit
Contact:
• support@salonak.co.uk
• https://salonak.co.uk
• You must respond promptly when a dispute is opened on a booking you did
• Priority prompts appear on your dashboard while your response is outstanding
10. Reviews, conduct & safety
Reviews, conduct & safety at home visits
• Leave honest, fair reviews after completed bookings; Salonak may remove abusive, fake, or irrelevant content
• Professionals can also rate clients after a visit
• Treat the other party with respect: no harassment, discrimination, threats, or misuse of personal data
• Clients: provide a safe space to work, agree to photos only when you want them, and mention any access, pet, or safety notes
• Professionals and businesses: work only with consent, keep tools clean, and leave promptly when finished
• Either party may end a visit early if they reasonably feel unsafe; contact Support afterwards and use disputes where needed
• In an emergency, contact the emergency services first, then Salonak Support
11. Platform integrity
Platform integrity (no off-platform solicitation)
Clients you meet through Salonak are Salonak-introduced relationships.
For 12 months after your last completed Salonak booking with a client, you must not:
• Solicit, accept, or arrange that client's services or payments outside Salonak
• Use cash, bank transfer, WhatsApp, SMS, or private rebooks to get around the app
Why this exists:
• The platform pays for discovery, payments, dispute handling, and trust signals (reviews and client scores)
• Taking clients private after an introduction harms other professionals and the marketplace
Consequences may include:
• Warning
• Reduced visibility
• Suspension or permanent removal
• Loss of pending payouts tied to abusive conduct
• Reporting where fraud is involved
Chat automatically blocks phone numbers and email addresses. Salonak may also use reports and booking patterns to enforce this.
Don't harass clients or misuse their address or contact details.
12. Data & privacy
Data & privacy
• Salonak processes personal data as described in the Privacy Policy
• Providers get client details only as needed to do the booking
• Handle client data in line with UK GDPR and Salonak's Privacy Policy
• Don't keep, sell, or use client data for your own marketing
• Contact support@salonak.co.uk for privacy questions
• We keep DBS certificates and copies of ID documents for no more than 6 months after the check decision. After that we keep only a written record of the checks (name, date of birth, contact details, ID type, DBS certificate number, issue date and level, the result and date of each check) while you work on Salonak and for 6 years after you leave
13. Liability
• You are responsible for the services you perform
• Salonak provides bookings and payments but doesn't perform services on your behalf
• To the fullest extent permitted by law, Salonak is not liable for your acts or omissions as an independent provider
• Nothing in these terms excludes or limits liability that can't be excluded or limited under UK law
14. Changes & law
• Material changes will be communicated in the app
• Governed by the laws of England and Wales
15. Contact
Salonak Limited, 141 North End Rd, London, W14 9NH
support@salonak.co.uk
https://salonak.co.uk
Businesses
Salonak Business Terms & Conditions
Last updated: 30 October 2026
These terms apply to registered salon and barbershop business accounts on Salonak. Your agreement is with Salonak Limited (company number 16007340), registered in England and Wales. Registered office: 141 North End Rd, London, W14 9NH.
1. Your business on Salonak
• You run an independent business and use Salonak to receive home-visit booking requests
• You're responsible for your business's compliance with UK law, how you employ or engage staff, insurance, and service quality
• Your business sets its own services and prices
At-home services
• Salonak is a London marketplace for barbers and hairdressers who come to the client's home or another address the client gives
• It isn't for walk-in salon chairs unless clearly stated
• Prices for independent professionals' services are set by Salonak. Salons and businesses set their own services and prices
• Professionals choose which services they offer and which days and times they work
• You must give a safe, accurate appointment address and be available at the agreed time
• Professionals travel within their stated service area; travel time and buffers may affect available slots
• Service descriptions and prices in the app are the offer you accept at checkout
• Ask in chat before paying if anything is unclear
Insurance (professionals / businesses)
• Professionals must keep valid public liability insurance on file to appear in search and accept new bookings
• Expired or missing cover hides your profile and blocks new bookings until you renew
• Businesses must make sure every team member who does home visits has completed the checks and is insured
2. Account eligibility & team
Account eligibility & accuracy
• You must be 18 or over to create an account and use Salonak
• Give an accurate name, contact details, and (where relevant) service or business information
• Keep your email and phone up to date so we can reach you about bookings and security
• Keep your login secure; you're responsible for activity under your account
• One person (or one registered business) per account unless Salonak agrees otherwise
• We may suspend or close accounts that are inaccurate, abusive, fraudulent, or held by someone under 18
• The business owner controls the business profile, services, pricing, gallery, and team members
• You're responsible for what staff linked to your business account do, including chat, cancellations, and off-app solicitation
3. Bookings & your team
• Clients choose your business when they book. Salonak never sends or assigns work to you
• Every team member who does home visits must complete ID, DBS and insurance checks before taking bookings
• Accepted bookings must be done at the agreed time and address
• Keep business hours, service area, and team availability accurate
• If you change the team member on a booking, the client is told and can cancel for a full refund
• Unpaid booking and payment rules in the client terms apply to requests sent to your business
4. Cancellations your business makes
If your business or a team member cancels after payment:
• The client gets a full refund and chooses another professional or business themselves
• Your business isn't paid for that booking
• Repeated cancellations may affect approval, search ranking, or account status
5. Client cancellations & attendance
• Client refunds follow Salonak's client cancellation rules (full / 50% / none, depending on timing)
• Your business is paid the part that isn't refunded to the client, minus Salonak's usual fee
Missed appointments, lateness & address changes
• If a visit isn't moved forward in the app around the booked time, either party may be asked to confirm what happened
• Client no-show (not at the address, or not available within a reasonable wait): the booking may be closed as a no-show and treated as a cancellation under 2 hours (no refund)
• Professional doesn't turn up after accepting: the client gets a full refund when payment was taken
• "I'm running late" notices are courtesy alerts only. They don't change the booked start time or cancel the job
• Clients should allow a short, reasonable wait for travel delays; repeated or extreme lateness can be raised with Support
• Address changes after acceptance need the professional's (or business's) approval in the app; until then, the original address stays the appointment location
• Unsafe, incomplete, or inaccessible addresses may lead to cancellation under the refund rules above
6. Rescheduling
• Reschedule through the app when at least 2 hours remain before start
• Tell the client clearly about any reschedule your business makes
7. Payments, tips & Salonak's fee
• Salonak collects client payments through Stripe and pays your business through Stripe Connect
• Salonak's fee for businesses is currently 12% of the amount paid for the booking, with a minimum of £1.50. The rate that applies to you is shown in your dashboard, and we'll tell you before it changes
• Payouts may be held after a visit, or while we look into a dispute or suspected fraud
• Optional tips after completed visits are paid out without any Salonak fee
• Promo discounts and client rewards credit are funded by Salonak and don't reduce your payout
8. Disputes
Disputes & support
When to open a dispute:
• Use disputes for serious issues such as no-show, safety, quality, payment, damage, or incomplete service
• Open a dispute from the completed or cancelled booking in the app within a reasonable time after the visit
• For routine questions, use in-app Support instead
How disputes work:
• Both parties should give a clear written statement
• Photos that support your case may be uploaded (up to a small limit set in the app)
• Salonak reviews booking history, chat, statements, and photo evidence
• The other party usually has 48 hours to respond after a dispute is opened
• If they don't respond in time, Salonak may close the dispute and accept the statement it has (Support can still change the outcome if new evidence appears)
• Open disputes appear as a priority item for professionals who still need to respond
Outcomes & limits:
• Outcomes may include no action, a partial or full refund, a payout adjustment, or account warnings or suspension
• In-progress jobs can't be cancelled in the app. Contact Support or open a dispute after the visit
Contact:
• support@salonak.co.uk
• https://salonak.co.uk
9. Reviews, conduct & safety
Reviews, conduct & safety at home visits
• Leave honest, fair reviews after completed bookings; Salonak may remove abusive, fake, or irrelevant content
• Professionals can also rate clients after a visit
• Treat the other party with respect: no harassment, discrimination, threats, or misuse of personal data
• Clients: provide a safe space to work, agree to photos only when you want them, and mention any access, pet, or safety notes
• Professionals and businesses: work only with consent, keep tools clean, and leave promptly when finished
• Either party may end a visit early if they reasonably feel unsafe; contact Support afterwards and use disputes where needed
• In an emergency, contact the emergency services first, then Salonak Support
10. Brand & platform integrity
• Your business profile, photos, and descriptions must be accurate
• No misleading pricing or harassment
• Clients introduced through Salonak must stay on the platform for bookings and payments
• For 12 months after the last completed Salonak booking with a client, your business and staff must not solicit or accept that client off-app (cash, private transfer, WhatsApp, SMS, or private rebooks)
• Breaking this may lead to suspension, removal, reduced ranking, and loss of related pending payouts
• Chat automatically blocks phone numbers and email addresses, and client reports may be used to enforce this
11. Checks
Pro checks
• Every professional completes ID, DBS and insurance checks before they can take bookings
• That means your legal name, a photo ID, a selfie, a DBS certificate and valid public liability insurance
• Profiles don't go live until the checks are done. If a document expires or is rejected, the profile is hidden until it's fixed
• Email verification may be required before booking, going live, payouts, or account changes
• Salonak may ask for updated documents at any time, and may suspend or remove accounts that fail checks, quality or conduct standards
12. Data & privacy
Data & privacy
• Salonak processes personal data as described in the Privacy Policy
• Providers get client details only as needed to do the booking
• Handle client data in line with UK GDPR and Salonak's Privacy Policy
• Don't keep, sell, or use client data for your own marketing
• Contact support@salonak.co.uk for privacy questions
13. Liability
• Your business is responsible for services performed by your team
• Salonak is a technology and booking platform
• To the fullest extent permitted by law, Salonak is not liable for acts or omissions of your business or its team members
• Nothing in these terms excludes or limits liability that can't be excluded or limited under UK law
14. Changes & law
• Updates are communicated in the app
• Governed by the laws of England and Wales
15. Contact
Salonak Limited, 141 North End Rd, London, W14 9NH
support@salonak.co.uk
https://salonak.co.uk
