Clients
Salonak Client Terms & Conditions
Last updated: 14 August 2026
These terms apply when you book grooming services as a client on Salonak. Please read them carefully. Short sentences and bullets below explain how bookings, payments, cancellations, and support work.
1. About Salonak
• Salonak is a UK marketplace connecting you with verified mobile barbers, hairdressers, and businesses offering at-home visits
• We facilitate discovery, booking, secure payments, and support
• We are not the barber, hairdresser, or salon performing the service
• The professional or business you book is responsible for delivering the service
2. Your account
Account eligibility & accuracy
• You must be 18 or over to create an account and use Salonak
• Provide 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
• Email verification may be required before certain actions (booking, going live, payouts, or account changes)
• Keep your login secure; you are 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 under 18
• You cannot delete your account while you have open (non-completed / non-cancelled) bookings
3. Bookings & acceptance
At-home & marketplace services
• Salonak is a UK marketplace for at-home and mobile grooming visits (and business team visits to the client’s address)
• It is not for walk-in salon chairs unless clearly stated
• Discovery listings show professionals and salons or businesses available for home service near your appointment address
• You must provide a safe, accurate appointment address and be available at the agreed time
• Professionals travel within their stated service radius; travel time and buffers may affect available slots
• Service descriptions and prices in the app are the offer you accept at checkout
• Ask via chat before paying if anything is unclear
• Prices are shown in GBP before you pay
• Selecting a time does not 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 required
• Until acceptance, a paid request may still be declined — you then receive a full refund
• You may cancel or reschedule in the app subject to the cancellation policy below
• Business bookings may be assigned or reassigned to a team member; you will be notified of staff changes
• After a visit is completed, the live job sheet ends — you see a past booking summary (review, tip, dispute, rebook)
4. Payments, receipts, tips, promos & rewards
Payments, tips, promos & rewards credit
Card payments:
• Card payments are processed by Stripe
• Salonak does not store your full card number
• You receive a payment receipt or confirmation after a successful charge
• Prices are shown in GBP before you pay
Booking a time:
• Choosing a time in your cart does not 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
• Promos are Salonak-funded where stated
• Professionals are paid on the service value before the client discount
• Refunds are based on the amount you actually paid
Tips:
• Tips are optional
• Tips are paid separately after a completed visit
• Tips go to the professional; Salonak takes no tip commission
Rewards credit:
• Salonak Rewards credit (cashback, loyalty bonuses, referrals) may be applied automatically at checkout when available
• Credit is not cash and has no cash surrender value except as applied to Salonak bookings
• Credit used on a booking is restored according to that booking’s refund outcome
Account deletion:
• You cannot delete your account while you have open (non-completed / non-cancelled) bookings — finish or cancel them first
• Refunds follow the cancellation policy shown in the app before you confirm a cancel action
• 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
Provider or admin cancellations:
• If a professional, business, or Salonak admin cancels or declines after payment — the client receives a full refund
• The provider does not earn payout for that booking
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
• Provider or business reschedule also closes 2 hours before start
• Use in-app reschedule tools so times and refunds stay accurate
How refunds work:
• Refunds return to the client’s original payment method via Stripe (timing depends on the card issuer; typically a few working days)
• Rewards credit used at checkout is restored according to the refund outcome for that booking
• Promo discounts are Salonak-funded where stated; refunds are calculated on the amount actually paid
• The app shows the refund amount before you confirm a cancel
6. No-shows, lateness & address changes
Missed appointments, lateness & address changes
• If a visit is not progressed in the app around the booked time, either party may be asked to confirm what happened
• Client no-show (client unavailable or not at the address within a reasonable wait): the booking may be closed as a no-show; paid amounts follow the late-cancel / no-refund rules where applicable
• Professional unavailable after acceptance: the client receives a full refund when payment was taken
• “I’m running late” notices are courtesy alerts only — they do not change the booked start time, extend the wait indefinitely, or cancel the job
• Clients should allow a short, reasonable wait for travel delays; repeated or extreme lateness may be raised with Support
• Address changes after acceptance need professional (or business) approval in the app; until approved, the original address remains the appointment location
• Unsafe, incomplete, or inaccessible addresses may lead to cancellation under the applicable refund rules
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 of a formal dispute
How disputes work:
• Both parties should provide 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 do not respond in time, Salonak may close the dispute automatically and accept the responding party’s statement as the default account of events (Support can still adjust 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, partial or full refund, payout adjustment, or account warnings or suspension
• In-progress jobs cannot be cancelled in-app — contact support or open a dispute after the visit where appropriate
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 moderate abusive, fake, or irrelevant content
• Treat the other party respectfully — no harassment, discrimination, threats, or misuse of personal data
• Clients: provide a safe workspace, consent for photos only when agreed, and disclose relevant access, pet, or safety notes
• Professionals and businesses: work only with consent, keep tools clean and professional, and leave the premises promptly when finished
• Either party may end a visit early if they reasonably feel unsafe; contact Support afterwards and use disputes where appropriate
• Emergency situations: contact 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 Salonak-introduced work
• Share phone numbers or WhatsApp details to bypass the app
Why this matters:
• It protects payments, refunds, reviews, and both parties
Breach may lead to account suspension or removal.
10. Liability
• The professional or business performing the service is responsible for service 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 cannot be excluded or limited under applicable 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
support@salonak.co.uk
https://salonak.co.uk
Professionals
Salonak Professional Terms & Conditions
Last updated: 14 August 2026
These terms apply to individual professionals (solo barbers, hairdressers, mobile stylists) and business staff who deliver services on Salonak.
1. Your relationship with Salonak
• You are an independent service provider, not an employee of Salonak
• You choose your availability, services, and prices within platform rules
• 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 grooming service itself
2. Account eligibility & accuracy
Account eligibility & accuracy
• You must be 18 or over to create an account and use Salonak
• Provide 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
• Email verification may be required before certain actions (booking, going live, payouts, or account changes)
• Keep your login secure; you are 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 under 18
3. Verification, insurance & standards
Verification
• Professionals and businesses must complete Salonak verification before going live where required
• Verification may include identity checks and insurance documents
• Email verification may be required before booking, going live, payouts, or account changes
• Keep documents current; Salonak may suspend accounts that fail renewal or quality checks
• Salonak may approve, suspend, or remove accounts that fail verification, quality, or conduct standards
Insurance & visibility (professionals / businesses)
• Professionals must keep valid public liability insurance on file to appear in client discovery and accept new bookings
• Expired or missing cover may hide your profile, block going online, and block new bookings until you renew
• Businesses are responsible for ensuring assigned team members are appropriately insured for at-home visits
• Salonak may request updated documents at any time and may suspend accounts that fail to renew
• Deliver services safely and professionally at the client’s address
4. Bookings you accept
At-home & marketplace services
• Salonak is a UK marketplace for at-home and mobile grooming visits (and business team visits to the client’s address)
• It is not for walk-in salon chairs unless clearly stated
• Discovery listings show professionals and salons or businesses available for home service near your appointment address
• You must provide a safe, accurate appointment address and be available at the agreed time
• Professionals travel within their stated service radius; travel time and buffers may affect available slots
• Service descriptions and prices in the app are the offer you accept at checkout
• Ask via chat before paying if anything is unclear
• When you accept a booking you commit to attend at the agreed time and location
• Keep your calendar, travel buffer, and blocked times accurate
• You may decline pending requests before acceptance (with a reason where prompted)
• After acceptance, use in-app tools to cancel or reschedule only when necessary
• Use “I’m running late” only for genuine delays; it does not change the booked time
• Active jobs use a job sheet (map, navigation, status)
• Completed and cancelled bookings show a summary only — not a live job sheet
5. Cancellations you initiate
If you cancel or cannot attend:
• The client receives a full refund when payment was taken
• You will not receive payout for that job
• Repeated late cancellations may affect visibility, approval status, or account standing
• Contact support immediately for emergencies (illness, safety)
6. Client cancellations & no-shows
• When a client cancels, refunds follow the client policy (full / partial / none by timing)
• Your payout for that booking is not earned
Missed appointments, lateness & address changes
• If a visit is not progressed in the app around the booked time, either party may be asked to confirm what happened
• Client no-show (client unavailable or not at the address within a reasonable wait): the booking may be closed as a no-show; paid amounts follow the late-cancel / no-refund rules where applicable
• Professional unavailable after acceptance: the client receives a full refund when payment was taken
• “I’m running late” notices are courtesy alerts only — they do not change the booked start time, extend the wait indefinitely, or cancel the job
• Clients should allow a short, reasonable wait for travel delays; repeated or extreme lateness may be raised with Support
• Address changes after acceptance need professional (or business) approval in the app; until approved, the original address remains the appointment location
• Unsafe, incomplete, or inaccessible addresses may lead to cancellation under the applicable refund rules
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 via chat when helpful
8. Payments, tips, promos & commission
• Client payments are collected via Stripe
• Salonak deducts platform commission as disclosed in your dashboard or settings
• Payout timing may be subject to Stripe Connect onboarding and a holding window after completion
• Optional client tips after a completed visit are paid to you separately; Salonak does not take commission on tips
• Salonak-funded promo codes do not reduce your service payout base
• Rewards credit applied by the client is funded by Salonak and does not reduce your disclosed service payout unless stated otherwise in-app
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 of a formal dispute
How disputes work:
• Both parties should provide 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 do not respond in time, Salonak may close the dispute automatically and accept the responding party’s statement as the default account of events (Support can still adjust 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, partial or full refund, payout adjustment, or account warnings or suspension
• In-progress jobs cannot be cancelled in-app — contact support or open a dispute after the visit where appropriate
Contact:
• support@salonak.co.uk
• https://salonak.co.uk
• You must respond promptly when a dispute is opened against a booking you fulfilled
• 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 moderate abusive, fake, or irrelevant content
• Treat the other party respectfully — no harassment, discrimination, threats, or misuse of personal data
• Clients: provide a safe workspace, consent for photos only when agreed, and disclose relevant access, pet, or safety notes
• Professionals and businesses: work only with consent, keep tools clean and professional, and leave the premises promptly when finished
• Either party may end a visit early if they reasonably feel unsafe; contact Support afterwards and use disputes where appropriate
• Emergency situations: contact 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 bypass the app
Why this exists:
• The platform funds discovery, payments, dispute handling, and trust signals (reviews and client scores)
• Taking clients private after an introduction harms other professionals and the marketplace
Consequences of breach may include:
• Warning
• Reduced visibility
• Suspension or permanent removal
• Forfeiture of pending payouts tied to abusive conduct
• Reporting where fraud is involved
Salonak may use chat filters, reports, and booking patterns to enforce this. Sharing phone numbers or payment-bypass language in chat may be blocked.
Do not 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 receive client details only as needed to fulfil bookings
• Handle client data in line with UK GDPR and Salonak’s Privacy Policy
• Do not retain, sell, or use client data for off-app marketing
• Contact support@salonak.co.uk for privacy questions
13. Liability
• You are responsible for the services you perform
• Salonak facilitates bookings and payments but does not perform grooming 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 cannot be excluded or limited under applicable UK law
14. Changes & law
• Material changes will be communicated in the app
• Governed by the laws of England and Wales
15. Contact
support@salonak.co.uk
https://salonak.co.uk
Businesses
Salonak Business Terms & Conditions
Last updated: 14 August 2026
These terms apply to registered salon and barbershop business accounts on Salonak.
1. Your business on Salonak
• You operate as an independent business using Salonak to receive at-home booking requests
• You are responsible for your company’s compliance with UK law, employment or engagement of staff, insurance, and service quality
At-home & marketplace services
• Salonak is a UK marketplace for at-home and mobile grooming visits (and business team visits to the client’s address)
• It is not for walk-in salon chairs unless clearly stated
• Discovery listings show professionals and salons or businesses available for home service near your appointment address
• You must provide a safe, accurate appointment address and be available at the agreed time
• Professionals travel within their stated service radius; travel time and buffers may affect available slots
• Service descriptions and prices in the app are the offer you accept at checkout
• Ask via chat before paying if anything is unclear
Insurance & visibility (professionals / businesses)
• Professionals must keep valid public liability insurance on file to appear in client discovery and accept new bookings
• Expired or missing cover may hide your profile, block going online, and block new bookings until you renew
• Businesses are responsible for ensuring assigned team members are appropriately insured for at-home visits
• Salonak may request updated documents at any time and may suspend accounts that fail to renew
2. Account eligibility & team
Account eligibility & accuracy
• You must be 18 or over to create an account and use Salonak
• Provide 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
• Email verification may be required before certain actions (booking, going live, payouts, or account changes)
• Keep your login secure; you are 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 under 18
• The business owner controls the business profile, services, pricing, gallery, and team members assigned to jobs
• You are responsible for actions taken by staff linked to your business account, including chat, cancellations, and off-app solicitation
3. Bookings & dispatch
• Bookings may be assigned or reassigned to an active team member before or during an active visit window
• Ensure the assigned professional is qualified and insured
• Accepted bookings must be fulfilled at the agreed time and address
• Keep business hours, service area, and team availability accurate
• Clients are notified when assigned staff changes
• Active jobs use a job sheet; completed and cancelled bookings show a summary only
• Unpaid holds and payment rules in the client terms apply to requests sent to your business
4. Cancellations your business initiates
If your business or assigned professional cancels after payment:
• The client receives a full refund
• No payout is earned for that booking
• Repeated cancellations may affect business approval, search ranking, or account status
5. Client cancellations & attendance
• Client refunds follow Salonak’s client cancellation tiers (full / partial / none by timing)
• Your business does not receive revenue on cancelled paid jobs
Missed appointments, lateness & address changes
• If a visit is not progressed in the app around the booked time, either party may be asked to confirm what happened
• Client no-show (client unavailable or not at the address within a reasonable wait): the booking may be closed as a no-show; paid amounts follow the late-cancel / no-refund rules where applicable
• Professional unavailable after acceptance: the client receives a full refund when payment was taken
• “I’m running late” notices are courtesy alerts only — they do not change the booked start time, extend the wait indefinitely, or cancel the job
• Clients should allow a short, reasonable wait for travel delays; repeated or extreme lateness may be raised with Support
• Address changes after acceptance need professional (or business) approval in the app; until approved, the original address remains the appointment location
• Unsafe, incomplete, or inaccessible addresses may lead to cancellation under the applicable refund rules
6. Rescheduling
• Reschedule through the app when at least 2 hours remain before start
• Business-initiated reschedules should be communicated clearly to the client
7. Payments, tips & commission
• Salonak collects client payments via Stripe and deducts platform commission per your business rate
• Stripe Connect and payout rules apply
• Optional tips after completed visits go to the fulfilling professional or business payout path without Salonak tip commission
• Salonak-funded promo codes and client rewards credit do not unfairly reduce your disclosed service payout base
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 of a formal dispute
How disputes work:
• Both parties should provide 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 do not respond in time, Salonak may close the dispute automatically and accept the responding party’s statement as the default account of events (Support can still adjust 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, partial or full refund, payout adjustment, or account warnings or suspension
• In-progress jobs cannot be cancelled in-app — contact support or open a dispute after the visit where appropriate
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 moderate abusive, fake, or irrelevant content
• Treat the other party respectfully — no harassment, discrimination, threats, or misuse of personal data
• Clients: provide a safe workspace, consent for photos only when agreed, and disclose relevant access, pet, or safety notes
• Professionals and businesses: work only with consent, keep tools clean and professional, and leave the premises promptly when finished
• Either party may end a visit early if they reasonably feel unsafe; contact Support afterwards and use disputes where appropriate
• Emergency situations: contact 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 via Salonak must stay on-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)
• Breach may lead to suspension, removal, reduced ranking, and forfeiture of related pending payouts
• Chat filters and client reports may be used to enforce this
11. Verification
Verification
• Professionals and businesses must complete Salonak verification before going live where required
• Verification may include identity checks and insurance documents
• Email verification may be required before booking, going live, payouts, or account changes
• Keep documents current; Salonak may suspend accounts that fail renewal or quality checks
• Salonak may approve, suspend, or remove accounts that fail verification, quality, or conduct standards
12. Data & privacy
Data & privacy
• Salonak processes personal data as described in the Privacy Policy
• Providers receive client details only as needed to fulfil bookings
• Handle client data in line with UK GDPR and Salonak’s Privacy Policy
• Do not retain, sell, or use client data for off-app 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 assigned professionals
• Nothing in these terms excludes or limits liability that cannot be excluded or limited under applicable UK law
14. Changes & law
• Updates are communicated in the app
• Governed by the laws of England and Wales
15. Contact
support@salonak.co.uk
https://salonak.co.uk
