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BarberHero Customer Terms & Conditions

Version 1.2 — effective 19 September 2026

These terms apply when you create a customer account, use BarberHero, or make a booking. Please read them before booking.

BarberHero is operated by GLOBAL URBAN SOLUTIONS LTD, trading as BarberHero, a company registered in England and Wales under company number 17150360, with registered office at 30B Brockley Rise, London, SE23 1PR, United Kingdom ("BarberHero", "we", "us").

1. What BarberHero does

BarberHero provides technology that helps customers discover and book independent professionals and businesses. A provider may be a mobile barber, a barbershop, a hybrid provider offering both, or an authorised team member working through a provider account.

BarberHero supplies the platform and the online booking-fee service. The barbering or grooming service is supplied by the provider named in the booking. Unless BarberHero expressly says otherwise, BarberHero is not the provider's employer and is not a party to the contract for the barbering or grooming service.

Nothing in these terms removes any responsibility that BarberHero or a provider has under applicable law.

2. Eligibility and account security

You must be at least 18 to create an account and must provide accurate, current information. Keep your login details secure and tell us promptly if you suspect unauthorised use.

You may book for a person under 18 only if you are their parent, legal guardian, or an authorised adult. Appropriate adult supervision must be present where required by law or reasonably requested by the provider.

3. Provider information and choice

Provider profiles may include business names, team members, photos, services, prices, accepted payment methods, venue details, service areas, availability, and reviews. Providers are responsible for keeping this information accurate. Distance, availability, route, and arrival estimates can change and are not guarantees.

You must review the selected provider, service, location, date, time, cancellation notice, reschedule notice, service price, and amount due online before confirming.

4. Bookings

A booking is subject to provider availability, location coverage, confirmation in the platform, and payment of any booking fee shown as due. A request is not guaranteed to be accepted.

For barbershop appointments, you are responsible for arriving at the venue shown in the confirmed booking. For mobile appointments, you must provide a complete, accurate, safe, and reasonably accessible service address. A provider may decline or cancel a booking if the address is outside their service area or the location is unsafe or materially different from the booking information.

5. Prices and payment

Before confirmation, BarberHero shows:

  • the BarberHero booking fee due after any promotion; and
  • the provider's service price, paid directly to the provider after the service using an accepted method displayed in the booking flow.

Under the current Launch Offer, an eligible customer's first booking fee is £0. Unless another price or promotion is displayed, the standard booking fee for a later booking is £3.99 for a mobile appointment and £1.99 for a barbershop appointment. For a hybrid provider, the fee depends on whether the selected appointment is mobile or at the shop. Any promotion conditions are shown before confirmation. A £0 booking fee does not make the provider's service free.

Stripe processes a booking fee only when the amount due is above £0. BarberHero does not store full card details. In the current direct-payment flow, BarberHero does not collect, hold, or transfer the service price.

The provider must honour the confirmed service price unless you expressly agree to an additional or changed service. The provider is responsible for collecting the service price and issuing any receipt required by law.

Some older bookings may use a legacy payment or verification-code flow. Instructions displayed in the confirmed legacy booking continue to apply to that booking.

6. Cancellations, rescheduling, and refunds

The provider's customer cancellation notice and reschedule notice are shown before confirmation. You can cancel within the permitted cancellation window. When a current direct-payment booking is validly cancelled by you or the provider, BarberHero returns any eligible booking fee actually paid to the original payment method. Bank processing times may apply. A booking fee waived to £0 has no cash refund value.

If the customer cancellation window has closed, the app may prevent self-service cancellation. Contact support if exceptional circumstances apply. This does not affect any statutory right to cancel or obtain a remedy where that right applies.

If the provider does not attend, use the in-app no-show or report process. Where the service price was paid directly to the provider, any service-price refund must be agreed with and paid by that provider; BarberHero cannot refund money it did not collect. BarberHero can investigate and take proportionate platform action.

7. Mobile location and communications

For a mobile booking, the provider may select On My Way and share live or recent location data and an estimated arrival time with you for that appointment. These are operational estimates affected by traffic, connectivity, and device settings.

Use in-app chat and calling responsibly and only for a genuine booking, safety issue, or service query. Do not harass, threaten, discriminate against, or misuse another person's contact information.

8. Your responsibilities

You agree to:

  • treat providers and team members respectfully and without unlawful discrimination;
  • provide accurate booking and contact information;
  • provide a safe environment for a mobile service and disclose relevant access or safety issues;
  • pay the confirmed service price directly to the provider after the service;
  • not request illegal, unsafe, or inappropriate services; and
  • not misuse reviews, reports, chargebacks, refunds, promotions, or platform communications.

9. Reviews, photos, messages, and reports

Content you submit must be honest, relevant, lawful, and must not infringe another person's privacy or rights. You retain ownership of your content but give BarberHero a non-exclusive, worldwide, royalty-free licence to host, reproduce, moderate, and display it only as needed to operate, secure, and promote BarberHero.

We may remove content or restrict an account where reasonably necessary for safety, fraud prevention, legal compliance, or enforcement of these terms. Reports may be shared with the provider or relevant authorities when necessary and lawful.

10. Suspension and termination

We may warn, restrict, suspend, or close an account where we reasonably believe this is necessary to address fraud, chargeback abuse, threats, unlawful conduct, serious safety risk, false information, or repeated material breach. Where appropriate, we will consider the circumstances and give notice or an opportunity to respond.

You may stop using BarberHero and request account deletion. Active bookings and unresolved financial or legal records may need to be completed or retained first as explained in the Privacy Policy.

11. Platform availability

We aim to provide a reliable platform but do not guarantee uninterrupted or error-free access. We may maintain, change, or withdraw features where reasonably necessary. We are not responsible for delays caused by matters outside our reasonable control, but we will take reasonable steps to reduce their effect.

12. Responsibility and liability

The provider, not BarberHero, is responsible for performing the booked barbering or grooming service with the care and skill required by law. BarberHero is responsible for the platform services it supplies.

To the fullest extent permitted by law, BarberHero is not liable for a provider's independent acts or omissions, the aesthetic result of a service, a customer's or provider's inaccurate information, or losses that were not reasonably foreseeable when the relevant contract was made.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of data-protection duties where liability cannot lawfully be excluded, or any other liability or consumer right that cannot lawfully be excluded or limited.

13. Privacy

Our Privacy Policy explains how personal information is used, including saved addresses, bookings, payments, messages, reviews, device information, and live location. It also explains your data-protection rights.

14. Changes to these terms

We may update these terms to reflect changes to the service, law, safety, or business operations. We will publish the effective date and, where a change is material, provide reasonable notice and request fresh acceptance where appropriate. Changes do not retrospectively remove accrued rights.

15. Governing law and complaints

These terms are governed by the laws of England and Wales. If you are a consumer resident elsewhere in the United Kingdom, you keep any mandatory protections and rights to use the courts available where you live.

Please first contact support@barberhero.co.uk so we can try to resolve the issue.

16. Contact

  • GLOBAL URBAN SOLUTIONS LTD (trading as BarberHero)
  • Company number: 17150360
  • 30B Brockley Rise, London, SE23 1PR, United Kingdom
  • Email: support@barberhero.co.uk