Terms of Service

1. About these Terms

These Terms apply to everyone who uses the Platform, whether as a customer booking a service (a “Customer”), a business listing services or accepting bookings (a “Business”), or any other visitor. Some sections apply only to Customers or only to Businesses; please read the section that applies to you, along with the sections that apply to all users.

By creating an account, you confirm that you have read, understood and agreed to these Terms, our Privacy Policy, and any product-specific terms presented to you at sign-up or checkout (together, the “Agreement”).

2. Eligibility & accounts

You must be at least 18 years old (or the age of majority in your jurisdiction) to use the Platform.
If you use the Platform on behalf of a business or other legal entity, you confirm that you have authority to bind that entity to these Terms.
You are responsible for keeping your login credentials confidential and for all activity under your account. Notify us immediately at support@fhresh.app if you suspect unauthorised access.
You must provide accurate, current and complete information and keep it up to date. We may suspend accounts that contain false, misleading or impersonating information.
One person or entity may not maintain more than one account without our written permission.

3. Our role: Fhresh is a marketplace

Fhresh is an online marketplace that connects Customers with independent Businesses offering hair, beauty, wellness and related services. Fhresh is not a party to any service contract between a Customer and a Business. The Business is solely responsible for the services it provides, including their quality, safety, legality, licensing, hygiene, and tax treatment.

We may facilitate payments, communications, scheduling, reviews and disputes, but we do not employ Businesses, do not perform services ourselves, and do not endorse or warrant any listing. Mention of a Business or service on the Platform is not an endorsement.

4. Terms for customers

4.1 Booking services

When you confirm a booking, you enter into a contract directly with the Business for the services you select, on the terms shown at checkout (price, time, cancellation policy, deposit, etc.). You authorise us (and our payment partners) to charge your payment method for that amount, plus any applicable taxes.

4.2 Your responsibilities

Arrive on time and follow any reasonable instructions from the Business (e.g. patch tests, health declarations).
Honour the cancellation, no-show and rescheduling policy shown at booking.
Treat staff with respect. Harassment, discrimination, threats or unsafe behaviour will result in account termination under Section 10.
Disclose any medical conditions, allergies or sensitivities that may affect the safe delivery of the service.

4.3 Disputes with a Business

If something goes wrong with your booking, please first try to resolve it directly with the Business. If you can't, contact support@fhresh.appand we'll do our best to mediate. We reserve the right (but have no obligation) to issue a refund or platform credit at our discretion. See Section 8.

5. Terms for businesses

5.1 Listing your business

You must hold all licences, qualifications, registrations and insurance required to lawfully provide your services in your jurisdiction. You are responsible for the accuracy of every listing, service description, price, photograph and policy you publish. Misrepresenting credentials, services, prices or location is grounds for immediate termination without notice.

5.2 Service contract with customers

When a Customer books, you contract directly with that Customer to deliver the service. You are the supplier of record for the service, including for VAT/GST/sales tax purposes where applicable. You agree to:

Honour the price, time and policy shown at booking.
Maintain professional standards of hygiene, safety and conduct.
Comply with all applicable laws, including consumer-protection, health-and-safety, employment, anti-discrimination, advertising, data-protection and tax laws.
Provide reasonable support to Customers, including responding to questions, rescheduling requests and complaints in a timely manner.

5.3 Stripe Connect onboarding

To accept payments through the Platform you must complete onboarding with our payment partner Stripe and agree to the Stripe Connected Account Agreement. Stripe is the merchant of record for the underlying payment processing, and Stripe's terms apply to your use of those services.

5.4 Tax

You are solely responsible for charging, collecting, reporting and remitting all taxes on the services you provide. Where the law requires Fhresh to collect or remit tax (for example digital-services VAT on platform fees), we will do so and provide appropriate documentation.

5.5 Exclusivity & non-circumvention

You may list your services on other platforms. However, for any Customer first introduced to you through Fhresh, for a period of 12 months from that introduction you agree not to solicit, accept or process bookings outside the Platform with the intent of avoiding Fhresh fees. Repeated circumvention will result in termination and may give rise to a claim for the fees that should have been paid.

6. Subscriptions & billing

6.1 Plans

Some Platform features are available only on paid subscription plans (e.g. Starter, Professional, Business). The features, limits and price for each plan are shown on the pricing page and at checkout, and may change for new sign-ups from time to time. Existing subscribers will be given reasonable notice of any price increase that affects them.

6.2 Billing cycle & auto-renewal

Subscriptions are billed in advance for the chosen interval (monthly or annual) using the payment method on file.
Subscriptions auto-renew at the end of each billing period until cancelled. By subscribing, you authorise recurring charges.
You can cancel at any time from your billing dashboard. Cancellation takes effect at the end of the current paid period; you keep access until then.
If a payment fails, we may retry, downgrade your account, restrict feature access, or suspend the account until the balance is settled.

6.3 Trials & promotions

Where we offer a free trial or promotional discount, the terms of that offer (length, eligibility, what happens at the end) will be shown when you opt in. Unless stated otherwise, trials convert automatically into a paid subscription at the standard rate when the trial period ends.

6.4 No partial-period refunds for subscriptions

Except where required by mandatory consumer law (see Section 20), subscription fees are non-refundable for partial periods. If you cancel mid-cycle you retain access until the end of the period; we will not pro-rate a refund.

6.5 Add-ons

Add-ons are billed alongside your subscription. Removing an add-on takes effect at the next renewal unless we say otherwise.

7. Payments, fees & payouts

7.1 Payment processing

Booking payments and subscription payments are processed by Stripe. Card and bank data are handled by Stripe under their PCI-compliant infrastructure; Fhresh does not store full card numbers.

7.2 Platform fees

For each completed booking, Fhresh charges a platform fee (an application fee) calculated as a percentage of the booking total. The percentage depends on the Business's subscription plan and is shown in your dashboard. The platform fee is deducted from the amount paid by the Customer before the remainder is transferred to the Business.

7.3 Payouts to businesses

Funds are settled directly to the Business's connected Stripe account on Stripe's standard rolling schedule for that account, subject to Stripe's reserve, hold and verification rules.
Stripe processing fees are deducted from the Business's balance.
We may delay or withhold payouts where we reasonably suspect fraud, chargebacks, breach of these Terms, regulatory issues or unresolved disputes.

7.4 Currency & tax

Prices are presented and charged in the local currency of the listing's country (e.g. GBP, USD, EUR, AUD). All amounts are exclusive of taxes unless stated otherwise. Where required, tax will be added at checkout.

8. Refunds, cancellations & chargebacks

8.1 Booking refunds

Each Business sets its own cancellation, no-show and refund policy, which is shown at the time of booking and forms part of the contract between you and the Business. Refund requests should first be raised with the Business directly. Where Fhresh processes a refund on the Business's behalf, we will do so in line with that policy and any applicable law.

8.2 Platform fee & processing-fee handling

Where a booking is fully refunded, the Fhresh platform fee for that booking is normally refunded too. Stripe processing fees may be non-refundable in line with Stripe's rules; in that case the cost falls on the Business unless the refund was caused by Fhresh error.

8.3 Subscription refunds

See Section 6.4. Subscription fees are not pro-rated. Where mandatory consumer law gives you a statutory cancellation right (e.g. the UK 14-day right to cancel under the Consumer Contracts Regulations 2013, or equivalent EU rights), that right is preserved — see Section 20.

8.4 Chargebacks

If a Customer initiates a chargeback for a booking, Fhresh and the Business may defend it using the booking record (timestamps, communications, no-show evidence, etc.). If the chargeback is upheld, the disputed amount and any associated chargeback fee will be deducted from the Business's account balance or invoiced to the Business. Repeated or fraudulent chargeback patterns may result in account termination.

8.5 Discretionary goodwill

Fhresh may, at its sole discretion and without admission of liability, offer goodwill credit or refunds to resolve disputes. Doing so once does not commit us to doing so again.

9. Acceptable use

You must not, and must not allow anyone else to:

use the Platform for any unlawful, fraudulent, deceptive, harmful, harassing, defamatory, threatening or discriminatory purpose;
list or solicit services that are illegal, unsafe, sexually explicit, or that you are not licensed or qualified to provide;
impersonate any person or business, misrepresent affiliation, or list someone else's business without authority;
manipulate reviews, ratings or rankings — including buying, trading, incentivising or fabricating reviews;
circumvent the Platform to avoid fees, take payments off-platform from Customers we introduced, or harvest Customer contact details for unsolicited marketing;
attempt to access, probe or scan systems or accounts you are not authorised to access; bypass authentication, rate limits or security controls;
upload viruses, malware, scraping bots, or run denial-of-service activity;
use scraping, automated data extraction or AI training on Platform data without our written permission;
infringe the intellectual-property, privacy or other rights of any person;
use the Platform to launder funds, finance terrorism, evade sanctions, or in any way that breaches financial-crime or sanctions laws of the UK, US, EU or any other applicable jurisdiction.

Misuse of the Platform will lead to termination of your account. In serious cases — including (without limitation) fraud, chargeback abuse, harassment of other users, breach of acceptable use, sanctions / AML risk, repeated policy breach, or any conduct that puts users, staff or the Platform at risk — we may terminate your account immediately and without prior notice, withhold payouts pending investigation, and report you to the relevant authorities or payment partners.

10. Suspension & termination

10.1 By you

You may stop using the Platform at any time. Customers can delete their account from the dashboard. Businesses can cancel their subscription and request listing removal; outstanding bookings must still be honoured (or refunded) and outstanding fees paid.

10.2 By us — for cause and immediate

We may suspend or terminate your account, or any individual listing, immediately and without prior notice if we reasonably believe that:

you have breached these Terms or our policies, including Section 9;
you have provided false, misleading or fraudulent information;
your account is being used for fraud, abuse, harassment, illegal activity or to harm others;
there is a credible safety, legal, regulatory, sanctions, AML or payment-network risk to the Platform or its users;
you have unresolved chargebacks, disputes or unpaid fees;
continuing to provide services to you would expose Fhresh to legal liability or to a breach of our agreements with payment partners.

10.3 By us — for convenience

We may also terminate or suspend your account, or discontinue any part of the Platform, for convenience by giving you at least 30 days' notice (or such shorter period as required by law). If we do this and you have prepaid for a subscription period that has not yet been used, we will refund the unused portion on a pro-rata basis.

10.4 Effect of termination

On termination: your right to use the Platform ends; existing bookings may be cancelled and refunded; outstanding fees become due immediately; we may retain data as required by law, fraud-prevention or to defend legal claims; sections that by their nature should survive termination (including fees owed, indemnity, liability, disputes and governing law) will survive.

11. User content & reviews

You retain ownership of content you post (listings, photos, reviews, messages — “User Content”). You grant Fhresh a worldwide, non-exclusive, royalty-free, sublicensable, transferable licence to host, store, reproduce, modify, publish, translate and display that content for the purpose of operating, promoting and improving the Platform. This licence survives termination for content already posted (e.g. reviews) to the extent reasonably necessary to keep the Platform functioning.

You are solely responsible for your User Content and represent that you have all rights to post it. We may remove content that breaches these Terms or any law, without liability. Reviews must reflect a genuine first-hand experience; fake or incentivised reviews are prohibited.

12. Intellectual property

The Platform, including its software, design, logos and trade marks, is owned by Fhresh or its licensors and is protected by copyright, trade-mark and other laws. Except for the limited rights expressly granted in these Terms, no rights are transferred to you. You must not copy, modify, reverse-engineer, decompile or create derivative works of the Platform except to the extent that mandatory law permits you to do so.

13. Privacy & data protection

Our handling of personal data is described in our Privacy Policy, which is part of this Agreement. Where Businesses receive personal data of Customers (e.g. name, contact details, booking notes), Businesses act as independent data controllers under UK GDPR / EU GDPR and equivalent laws and must comply with those laws, including keeping the data secure and using it only for the purpose it was provided.

14. Third-party services

The Platform integrates with third-party services (for example Stripe for payments, Supabase for authentication, email and analytics providers). Your use of those services may be subject to their own terms. Fhresh is not responsible for third-party services or content linked from the Platform.

15. Disclaimers

To the maximum extent permitted by law, the Platform is provided “as is” and “as available”, without warranties of any kind, whether express, implied, statutory or otherwise, including warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, or uninterrupted/error-free operation. We do not warrant that any Business listed on the Platform will meet your expectations, or that any service booked will be of a particular quality or outcome.

16. Limitation of liability

Nothing in these Terms limits or excludes liability that cannot lawfully be limited or excluded, including (where applicable) liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, gross negligence, or any liability under mandatory consumer-protection law.

Subject to that, to the maximum extent permitted by law:

Fhresh will not be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for loss of profits, revenue, business, data, goodwill or anticipated savings, even if advised of the possibility.
Fhresh's total aggregate liability under or in connection with the Agreement, however arising (including in contract, tort/negligence, statute or otherwise), is limited to the greater of (a) the total amounts paid by you to Fhresh in the 12 months immediately before the event giving rise to the claim, or (b) £100 / US$100 (whichever is higher in your billing currency).
We are not responsible for the acts or omissions of Businesses or Customers, including the quality, safety, legality, hygiene, timing, pricing or outcome of any service.

17. Indemnification

To the maximum extent permitted by law, you will defend, indemnify and hold harmless Fhresh and its officers, directors, employees, contractors, affiliates and agents from and against any claims, liabilities, damages, losses, costs and expenses (including reasonable legal fees) arising out of or related to:

your breach of these Terms or any law;
your User Content;
the services you provide or receive through the Platform (including injury, property damage, allergic reactions, missed appointments, or any dispute between Customer and Business);
your tax obligations;
your wilful misconduct, fraud or negligence.

We may, at our option, take exclusive control of the defence and settlement of any claim subject to indemnification, in which case you agree to cooperate with us.

18. Disputes, arbitration & class-action waiver

18.1 Informal resolution first

Before starting any formal proceedings, you agree to contact us at legal@fhresh.app with a written description of the dispute and to negotiate in good faith for at least 30 days.

18.2 United States users — binding arbitration & class-action waiver

This Section 18.2 applies if you reside in the United States. Read it carefully — it affects how disputes between us are resolved.

You and Fhresh agree that any dispute, claim or controversy arising out of or relating to these Terms or the Platform (a “Dispute”) will be resolved by final and binding individual arbitration administered by JAMS (or another mutually-agreed arbitration body) under its then-current Streamlined Arbitration Rules. The arbitration will be held in your county of residence or another mutually agreed location, or by video, and the language will be English. Judgment on the award may be entered in any court of competent jurisdiction.
Class-action waiver. You and Fhresh agree that each may bring claims against the other only in your or its individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated or representative action. The arbitrator may not consolidate more than one person's claims and may not preside over any form of representative or class proceeding. If this waiver is found unenforceable as to any claim, that specific claim must be brought in court and the rest of this Section 18.2 will still apply to all other claims.
Exceptions. Either party may bring (a) an individual action in small-claims court for claims that qualify, or (b) a court action solely to seek injunctive relief to stop unauthorised use of intellectual property or violations of Section 9.
30-day opt-out. You can opt out of this arbitration agreement by emailing legal@fhresh.appwith the subject line "Arbitration Opt-Out" within 30 days of first accepting these Terms, including your name, account email and a clear statement that you wish to opt out. Opting out will not adversely affect your relationship with Fhresh.
This arbitration agreement is governed by the U.S. Federal Arbitration Act.

18.3 Users outside the United States

If you are not a US resident, Section 18.2 does not apply to you. Disputes will be handled under Section 19. Nothing in this Section prevents a consumer in the UK or EU from bringing proceedings in the courts of their country of residence where mandatory law gives them that right (see Section 20).

19. Governing law & jurisdiction

If you are a US resident: these Terms are governed by the laws of the State of Delaware, USA, without regard to its conflict-of-law principles, except that the U.S. Federal Arbitration Act governs Section 18.2.
If you are a UK resident: these Terms are governed by the laws of England and Wales, and (subject to Section 20) the courts of England and Wales have exclusive jurisdiction.
If you are an EU/EEA resident: these Terms are governed by the laws of England and Wales, but you also benefit from any mandatory protections of the law of your country of habitual residence, and you may bring proceedings in the courts of that country where the law gives you that right.
Everywhere else: these Terms are governed by the laws of England and Wales, and you agree to the exclusive jurisdiction of the courts of England and Wales, except where mandatory local law requires otherwise.

20. Mandatory consumer rights (UK / EU / elsewhere)

If you use the Platform as a consumer (i.e. for purposes outside your trade, business, craft or profession), you have rights under your local consumer-protection law that cannot be excluded or limited by contract. Nothing in these Terms is intended to exclude or limit those rights, including:

under UK law: the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (including any 14-day right to cancel a distance-purchase subscription);
under EU law: the Consumer Rights Directive (2011/83/EU), the Unfair Contract Terms Directive (93/13/EEC), and the Sale of Goods / Digital Content Directives, as implemented in your country;
under Australian law: the Australian Consumer Law (non-excludable consumer guarantees);
under any other mandatory law of your country of residence.

Where any clause in these Terms conflicts with such a mandatory consumer right, the mandatory right prevails to the extent of the conflict, and the rest of these Terms will continue to apply.

21. Changes to these Terms

We may update these Terms from time to time. Material changes will be notified to you by email and/or in-app at least 14 days before they take effect (or sooner if required by law, or if the change is in your favour). Continued use of the Platform after the effective date means you accept the updated Terms. If you do not accept them, you must stop using the Platform and may cancel your subscription under Section 6.

22. General

Entire agreement. These Terms, the Privacy Policy and any plan-specific terms form the entire agreement between you and Fhresh and supersede prior agreements on the same subject.
Assignment. You may not assign these Terms without our written consent. We may assign these Terms to an affiliate or in connection with a merger, acquisition or sale of assets.
Severability. If any provision is held unenforceable, it will be modified to the minimum extent necessary to make it enforceable, and the remaining provisions will remain in full force.
Waiver. Failure to enforce a provision is not a waiver of our right to enforce it later.
Force majeure. We are not liable for delays or failures caused by events outside our reasonable control (including outages of upstream providers, internet failures, government action, war, pandemic or natural disasters).
No agency. Nothing in these Terms creates an employment, agency, partnership or joint-venture relationship between you and Fhresh.
Notices. We may send you notices by email to the address on your account, by in-app message, or by posting on the Platform. You should send notices to us at legal@fhresh.app.
Language. These Terms are concluded in English. Any translation is provided for convenience only; the English version controls.
Third-party rights. Except as expressly stated, no person other than you and Fhresh has any right to enforce these Terms (including under the UK Contracts (Rights of Third Parties) Act 1999).

23. Contact us

Questions about these Terms? Get in touch:

General support: support@fhresh.app
Legal & disputes: legal@fhresh.app