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BarberHero Customer Terms & Conditions

Version 1.3.2 — effective 27 October 2026

This revision clarifies chat reporting and blocking, pending refunds, and the Pay now label. Cancellation and refund rights and fees agreed for existing confirmed bookings are unchanged.

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 and payment facilities described in these terms. 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, payment option, and amount to be authorised or paid before confirming.

4. Bookings

A booking is subject to provider availability, location coverage, confirmation in the platform, and successful payment or payment authorisation of the amount 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.

Where the app offers a booking for more than one person, select the services for each person. The booking reserves one continuous appointment with the selected professional, with the combined service price and duration shown before confirmation; it does not promise simultaneous service by several professionals. The booking fee shown applies to the booking, not separately to each person. The person making the booking manages it and must have authority to book for the other participants.

5. Prices and payment

Before confirmation, BarberHero shows the provider's service price, the BarberHero booking fee due after any promotion, the payment option selected, and the amount due or authorised at that stage.

For Pay after, BarberHero collects only the displayed booking fee. You pay the confirmed service price directly to the provider after the service using an accepted method displayed in the booking flow.

For an eligible mobile appointment, Pay now (called Pay in full in older app versions) may be offered where the selected provider is a mobile or hybrid provider and the appointment is within the payment-authorisation window shown in the app. Stripe authorises the service price plus the displayed booking fee when you book. An authorisation can appear as a pending amount but is not the final capture. After the provider accepts, you receive a four-digit arrival code. Give the code only when the provider has arrived and is ready to start. Entering the correct code captures the authorised amount and starts the service. Pay now is not offered for an appointment at a barbershop.

BarberHero charges a platform booking fee in addition to the provider's service price. The applicable booking fee, total price, and any promotion conditions are shown before you confirm each booking or authorise a payment. The amount to pay or authorise now is shown separately from any service price payable directly to the provider. Booking fees may differ by appointment type and may change for future bookings. A later change does not affect the fee agreed for an existing confirmed booking.

Where a Launch Offer waiving an eligible customer's first booking fee is displayed, the fee is £0, subject to the promotion conditions shown for that booking. For a hybrid provider, the fee depends on whether the selected appointment is mobile or at the shop. A £0 booking fee does not make the provider's service free.

The payment methods available for your booking are shown in the payment form. Card payments and PayPal, where offered, are processed through Stripe. Availability can depend on the booking and the payment provider. Do not assume a payment method is available unless it is displayed for that payment. Stripe processes authorisations, captures, booking-fee payments, and eligible refunds. BarberHero does not store full card details.

Saving a card with Stripe for future BarberHero checkouts is optional and requires the choice shown in the payment form. You can remove a saved card using the payment form where that option is available. Device autofill is separate and depends on your device and its settings. Saving or autofilling a card does not itself confirm a booking or authorise a new payment.

For Pay now, the captured service amount is recorded for the provider and normally remains pending for up to 24 hours after the service starts so that an issue can be reported before release.

The provider must honour the confirmed service price unless you expressly agree to an additional or changed service. The provider remains responsible for the service, its tax treatment, and any receipt or invoice required by law. Stripe may also issue a payment receipt.

The payment option recorded on the confirmed booking cannot be changed afterwards. Follow the payment and code instructions displayed for 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. For Pay after, BarberHero returns any eligible booking fee actually paid to the original payment method. For Pay now before the arrival code is used, an eligible cancellation releases the payment authorisation; your bank or payment provider can take time to remove a pending amount. A booking fee waived to £0 has no cash refund value.

An accepted cancellation may close the booking while an eligible refund is still pending. The refund is complete only when the payment provider confirms it, and it may take additional time to appear in the customer's account.

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 and do not disclose the arrival code. Where the service price was paid directly to the provider, any service-price refund must be agreed with and paid by that provider. Where Pay now was captured, use the in-app report process promptly so BarberHero can pause release and assess any eligible refund. 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.

In-app chat checks may reject messages containing telephone numbers, email addresses, social-media handles, or external links. Use the booking and contact features provided for your appointment. Contact support if a legitimate message is blocked in error. These checks do not prevent you from supplying required information in the private account or booking forms or from contacting emergency services.

Either party may report a chat or block the other user. A block prevents in-app messages between them; it does not cancel a booking or change payment, refund or attendance obligations. Use the booking controls or contact support if you also need help with an appointment.

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 using the option confirmed in the booking and keep any Pay now arrival code private until the provider has arrived and is ready to start;
  • 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