Last updated: 25 April 2026
This policy explains what happens when a booking is cancelled. It applies to all bookings made through the Rooted Platform.
Every booking includes a £1.50 Rooted service fee, paid by the customer. This fee is not refunded when you cancel a booking. It is refunded only when the stylist cancels.
This fee covers the cost of running the Platform, processing payments, enforcing cancellation policies, and providing dispute support.
When you cancel, refunds go back to your original payment method. Two things apply to every customer cancellation: any travel fee you paid is refunded in full, and the £1.50 Rooted service fee is not refunded.
You receive half of your deposit back, plus anything you paid beyond the deposit.
Example (deposit booking): you booked a £50 service with a £25 deposit and a £5 travel fee, paying £31.50 in total. Cancel 20 days before: you receive £17.50 back (half the deposit plus the travel fee). The stylist keeps £12.50 and Rooted keeps £1.50.
Example (full-payment booking): you booked a £50 service paid in full with a £5 travel fee, paying £56.50 in total. For full-payment bookings the deposit portion is 25% of the service price, £12.50 here. Cancel 20 days before: you receive £48.75 back. The stylist keeps £6.25 and Rooted keeps £1.50.
Your deposit is forfeited to the stylist to protect their time. Anything you paid beyond the deposit is refunded, including the travel fee.
Example (deposit booking): £50 service, £25 deposit, £5 travel fee, £31.50 paid. Cancel 10 days before: you receive £5.00 back (the travel fee). The stylist keeps the £25 deposit.
Example (full-payment booking): £50 service paid in full, £5 travel fee, £56.50 paid. Cancel 10 days before: you receive £42.50 back. The stylist keeps the £12.50 deposit portion.
Same-day cancellations cannot be made through the Platform. If you have a genuine emergency, contact the stylist directly through the booking confirmation email.
You can reschedule a booking free of charge up to 14 days before the appointment, subject to the stylist's available times. Within 14 days of the appointment, rescheduling is not available through the Platform and the cancellation terms above apply instead.
If the stylist cancels your booking, you get a full refund, including the £1.50 Rooted service fee. Rooted charges the stylist £1.50 towards the cost of issuing that refund.
If a stylist cancels repeatedly, their account may be suspended or removed from the Platform.
If you do not turn up to your appointment without cancelling, the stylist keeps the deposit. If you paid in full, the stylist keeps the full payment. No refund is issued.
Each stylist sets their own grace period for late arrivals (typically 10 to 15 minutes). If you arrive after the grace period, the stylist may charge a late fee. This fee is charged automatically to the payment method used to book.
If you are significantly late (beyond the stylist's ability to fit you in), the stylist may treat the booking as a no-show at their discretion.
Travel fees are charged in full at the time of booking. If a booking is cancelled before the day of the appointment, the travel fee is always refunded in full, whoever cancels. The travel fee only stays with the stylist when the appointment goes ahead.
If you believe a cancellation or refund has been handled incorrectly, contact support at support@rootedapp.co.uk. Please include the booking ID (shown in your confirmation email) and a brief explanation.
We aim to respond within 2 working days.
We understand that life sometimes gets in the way. If you have genuinely exceptional circumstances (serious illness, bereavement, other emergencies) that prevent you from attending, contact support. We may, at our discretion, waive cancellation penalties. We do not guarantee that we will, but we will always listen.