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.
You get a full refund of the service price and any travel fee. The £1.50 Rooted service fee is not refunded.
Example: you booked a £50 service with a £5 travel fee, paying a £25 deposit plus £5 travel plus £1.50 fee = £31.50 charged. Cancel 10 days before: you receive £30.00 back. Rooted keeps £1.50.
No refund. The deposit is forfeited to the stylist to protect their time.
Example: you booked a £50 service with a £25 deposit plus £1.50 fee = £26.50 charged. Cancel 3 days before: you receive £0.00 back.
50% of the service price is refunded. The travel fee, if any, is not refunded. The £1.50 Rooted service fee is not refunded.
Example: you booked a £50 service with required full payment plus £5 travel plus £1.50 fee = £56.50 charged. Cancel 3 days before: you receive £25.00 back.
Same-day cancellations cannot be made through the Platform. If you have a genuine emergency, contact the stylist directly through the booking confirmation email.
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. Travel fees follow the same cancellation rules as service fees:
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.