Booking Policy

How payment works

The price you see at checkout is the final price your stylist has set for the service — all done. doesn’t add any markup on top. A 20% non-refundable deposit is required to secure your booking, paid at the moment of booking via Stripe. The deposit is retained in full by all done. as the platform commission — this is what funds payment processing, customer support, and platform development. The remaining 80% is paid directly to your stylist on the day of your appointment, using the payment methods (cash and/or bank transfer) they’ve confirmed they accept. Accepted methods are shown on your booking summary, payment screen, and confirmation email. all done. does not collect or hold any part of that 80% — it is settled directly between you and your stylist. If you have any questions, email admin@alldone-ltd.co.uk.

Placing a booking

When you select a slot and pay the deposit, your booking is confirmed immediately and the slot is locked in for you. You’ll see it on your Notifications page and receive a confirmation email with the full breakdown, your booking reference, and your stylist’s accepted payment methods for the remaining balance.

Arriving for your appointment

Please arrive at least 10 minutes before your slot so your hairdresser can begin on time. When the stylist confirms your service has started, the countdown on your Notifications page changes to In progress. When the service is marked done, it is archived as Past and greyed out.

Cancellations

The 20% deposit is non-refundable in all cancellation scenarios. There is no refund window: cancellations made any time before the appointment, no-shows, and same-day cancellations all forfeit the deposit in full. The deposit is retained by all done. as platform commission and pays for the platform work and processing already done to set up the booking.

• Customer cancellations — the deposit is retained by the platform, no automatic refund is issued, and there is nothing further to pay (the remaining 80% was never taken). Where possible, the platform may offer to help your stylist fill the cancelled slot, but this is at our discretion.
• No-shows — the deposit is retained. Your stylist may also ask for the remaining balance under consumer law if they prepared for the appointment.
• Stylist-side cancellations — if the stylist needs to cancel on you, contact admin and we’ll help you rebook with another stylist where possible. Discretionary platform credit may be offered case-by-case.

Because the remaining balance is paid directly to your stylist on the day, it has never been charged to your card and so there is no platform refund to issue for it either.

When you submit a cancellation, it appears as Cancellation — pending on your Notifications page. Once admin records it, the booking moves to Cancellation — approved and is greyed out. The deposit is not returned.

Reschedules & change requests

Need a different time or service? Submit a change request from the booking. It appears as Change request — pending until your stylist either agrees to the new time or turns it down. Reschedules are never guaranteed — they only go through if your stylist confirms they can accommodate the change. If the stylist can’t fit you in, the booking stays as-is and the original deposit remains non-refundable. If the stylist agrees, the booking is updated and the existing deposit carries over to the new slot. If the new service costs more than the original, you’ll be asked to top up the deposit so the same 20% applies to the new total.

Late arrivals

If you’re running more than 15 minutes late, the stylist may shorten your service to stay on schedule, or reschedule you entirely (subject to their availability). The remaining balance may still apply in full and the deposit is retained — deposits are non-refundable in every case.

Service quality

If a service is completed but you’re unhappy with the result, please contact us through the Support page within 7 days so we can help mediate with the stylist. Refunds of the remaining balance are a matter between you and the stylist (since it was paid directly), but admin will help where reasonable. The 20% deposit remains non-refundable in all cases.

Your rights

This Booking Policy sits alongside our Terms & Conditions. It doesn’t affect your statutory consumer rights under applicable law.