BLKBARCancellations & RefundsBLKBARCancellations & RefundsPlain-English summary · The full terms are in Section 9 of our Terms & Conditions
Every stylist sets their own cancellation policy, so it can vary from one stylist to another. We always show you a stylist’s policy before you book and pay, and the exact refund before you confirm a cancellation. A policy has two parts:
Cancellation Window — how much you get back depending on notice. For example: a full refund up to 48 hours before, 50% up to 24 hours before, and nothing after that.
Deposit — some stylists keep a percentage of the booking whenever you cancel. If they do, it’s shown with their policy.
If your appointment is 6 days away or less, we place a hold on your card for the booking amount — we don’t take the money yet. If it’s further away, we charge it when you book, because a card hold wouldn’t last that long. Either way, what you end up paying depends on what happens next, and any refund goes back to the card you paid with (usually within 5 working days).
Every booking includes a £2.49 BLKBAR service charge, added on top of the stylist’s price and shown before you pay. It’s a fixed fee that keeps the platform running. If you cancel with enough notice to get a full refund of the service, the £2.49 is refunded too. If you get less than a full refund (a late cancellation or a stylist’s deposit) or don’t show up, it’s kept. If the stylist cancels, you get everything back, including the £2.49.
Before the stylist’s full-refund point, you get everything back (less any deposit the stylist keeps).
After that point you get 50% back, and in the last stretch before your appointment (for example the final 24 hours) you get nothing back. If the stylist’s deposit is more than that, the deposit is kept instead. You always see the exact amount before you confirm.
If you don’t show up (a no-show)
If you don’t attend and didn’t cancel, the full booking amount is charged — whatever the stylist’s usual window or deposit.
By law, bookings made online normally come with a 14-day right to cancel for a refund. Because most appointments happen soon after booking, when your appointment is within 14 days we ask you to confirm at checkout that you want the stylist to go ahead within that period. Ticking that box means the stylist’s cancellation and deposit policy applies instead of the 14-day refund right. We ask you to confirm this specifically before you pay.
If a stylist cancels your confirmed booking, you always get a full refund — the hold is released in full. You may also be offered rescheduling or account credit.
You can report a problem within 7 days of the appointment: open the receipt in the app and tap Report a problem. We’ll review it, may contact you and the stylist, and will explain our decision in the app. The stylist isn’t paid for that booking while we look into it.
A refund request about the quality of a completed service is handled separately from cancellations and deposits. Being unhappy with a service doesn’t automatically get back a deposit that was correctly charged under the stylist’s policy — but we’ll look into disputes and help where we can, based on the evidence, the messages between you and the stylist, the stylist’s policy, and our platform rules. BLKBAR makes the final decision on platform-mediated disputes.
Open the booking in the app, tap Cancel, and confirm. You’ll see the stylist’s policy and any deposit that applies before you confirm.
Contact us at team@blkbar.co and we’ll help.