Terms and conditions
Effective from 3 November 2026.
Please read these terms carefully before using Hair Fairy. Part A applies to everyone who uses the Platform. Part B applies to you if you use the Platform as a client, and Part C applies to you if you use it as a stylist.
Part A: Terms for all users
1. About us and these terms
1.1 These terms are between you and SASOGEEK TECHNOLOGIES LIMITED, a company registered in England and Wales under company number 17516729 with its registered office at 66 Paul Street, London EC2A 4NA ("we", "us", "our"), which operates the Hair Fairy app and website ("Hair Fairy" or the "Platform").
1.2 These terms, together with our privacy policy, govern your use of the Platform. By creating an account or otherwise using the Platform you agree to be bound by them. If you do not agree to them, you must not use the Platform.
1.3 You can contact us by using the support chat in the app or by emailing support@sasogeek.com.
2. Definitions
2.1 In these terms:
- "Appointment" means a booking for a Service at an agreed time, made and paid for through the Platform;
- "Client" means a user who has a client account and uses the Platform to find, book and pay for Services;
- "Content" means any photograph, video, text, review, message or other material uploaded to or created on the Platform;
- "Credit" means a credit that can be used to generate a Look;
- "Fact Sheet" means the summary of a Client's use of the Platform described in clause 27;
- "Look" means an image of a hairstyle generated on the Platform with the help of artificial intelligence;
- "Price" means the amount a Client pays for an Appointment, as shown before payment;
- "Quote" means an offer by a Stylist to provide a Service at a stated Price and duration;
- "Service" means a hairdressing or related service provided by a Stylist to a Client; and
- "Stylist" means a user who has a stylist account and uses the Platform to offer and provide Services.
3. Our role
3.1 Hair Fairy is an online marketplace. We provide the Platform through which Clients and Stylists find each other, exchange Quotes and messages, and book and pay for Appointments.
3.2 Stylists are independent businesses. They are not our employees, agents or partners. When a Client books an Appointment, the contract for the Service is made directly between the Client and the Stylist. We are not a party to that contract and we do not provide the Service.
3.3 Each Stylist appoints us as its limited commercial agent for the sole purpose of receiving payment for Appointments from Clients on the Stylist's behalf. Payment of the Price to us through the Platform discharges the Client's obligation to pay the Stylist for that Appointment.
3.4 Card payments, refunds and payouts are processed by our payment provider, Stripe ("Stripe"). We do not see or store full card details.
4. Eligibility and accounts
4.1 You must be at least 18 years old to create an account or use the Platform.
4.2 You may register as a Client or as a Stylist. You must give accurate and complete information when you register and keep it up to date. You may hold only one account of each type, and you must not create an account for or on behalf of another person.
4.3 You are responsible for keeping your sign-in details confidential and for all activity on your account. You must tell us promptly through the support chat or by email if you believe your account has been used without your permission.
4.4 You may delete your account from Account in the app, except while you have an upcoming or checked-in Appointment or while a refund or payout for an Appointment is still being processed. Deleting your account does not cancel any payment already due, or any refund already agreed, and we may keep certain records as described in our privacy policy.
5. Use of the Platform
5.1 We may update, change, suspend or withdraw any part of the Platform at any time, including to fix problems, improve the Platform or comply with law. We will try to give you reasonable notice of any change that significantly affects you.
5.2 We do not guarantee that the Platform will always be available or free from errors. We will use reasonable care and skill in providing it.
5.3 The Platform includes wording, prices and settings that we may change from time to time. Prices, fees and minimum amounts that apply to a Quote are those shown when the Quote is sent, and they do not change for that Quote.
6. Pose photos, before photos and AI-generated Looks
6.1 A Client may take three pose photos of their hair (front, left and right). As a condition of using the Platform, when a Client takes or retakes their pose photos we send them to our artificial intelligence image provider to create four before photos of the Client's current hair (front, left, right and back). This happens in the background, does not use any Credits and is free of charge. Before photos are shown to the Stylists who receive the Client's quote requests.
6.2 With the Client's permission, the Platform also uses the pose photos, the Client's request and any inspiration photo to generate Looks. Looks are produced by artificial intelligence. They are illustrations of how a hairstyle might look and are not a promise or guarantee of the result of any Service. A Stylist is not bound to reproduce a Look exactly.
6.3 Generating a Look may take several minutes and may fail. Daily limits apply to the use of our image provider, including attempts that fail.
6.4 Our privacy policy explains how photos are processed. If you do not wish your pose photos to be processed in this way, you should not take them.
7. Credits
7.1 Each complete Look, including a follow-up to an earlier Look, uses one Credit. A Look that does not finish, or that you cancel, does not use a Credit. You cannot generate a Look when your balance is zero or less.
7.2 We give Credits free of charge when a Client creates an account and with each Appointment the Client books. The number given is set by us and shown in the app. Credits do not expire.
7.3 If an Appointment is refunded in full, the Credits given with that booking are removed from the Client's balance, even if this leaves the balance below zero.
7.4 Credits have no cash value. They cannot be sold, transferred or exchanged for money, and they end when the account is deleted.
8. Your content
8.1 You keep ownership of the Content you upload. You grant us a non-exclusive, royalty-free licence to host, store, copy, resize, display and moderate your Content for the purpose of operating and providing the Platform. This licence ends when you delete the Content or your account, save for copies held in backups for a limited period and Content that has been shared with other users in messages or bookings.
8.2 You must only upload Content that you own or have permission to use. If your Content shows another person, you must have their consent.
8.3 Your Content must not be unlawful, misleading, defamatory, hateful, explicit, or infringe the rights of anyone else. Images are checked automatically when posted, and any user may report a post. We may remove Content, or restrict or close an account, where we reasonably believe the Content breaches these terms.
9. Reviews
9.1 A Client may review a Stylist after a completed Appointment. Reviews must be honest and reflect the Client's own experience of that Appointment.
9.2 A Client may choose to let a Stylist show photos or videos from their review in the Stylist's portfolio. That Content remains the Client's.
9.3 No user may offer or accept any payment or benefit in return for a review, post a review about their own business, or pressure anyone to write, change or remove a review. We may remove a review that breaches this clause.
10. Conduct
10.1 You must treat other users with courtesy and respect. You must not harass, threaten, abuse or unlawfully discriminate against any person.
10.2 You must not:
- use the Platform for any unlawful or fraudulent purpose;
- arrange or take payment outside the Platform for an Appointment that was booked, or a Quote that was requested, through the Platform;
- use another user's personal information for any purpose other than the Appointment it was shared for;
- copy, scrape, reverse engineer or interfere with the Platform or its security; or
- impersonate any person or misrepresent your identity, qualifications or affiliation.
10.3 If you feel unsafe before, during or after an Appointment, you should leave or end the Appointment and contact us. In an emergency, contact the emergency services first.
11. Badges
11.1 We may award badges to Clients and Stylists based on their activity on the Platform, using criteria we set and describe in the app, or following checks we carry out. We may change the criteria and may remove a badge when the criteria are no longer met.
11.2 A badge reflects activity or checks on the Platform only. It is not a guarantee or endorsement of any user, and it does not replace a user's own judgement.
12. Suspension and termination
12.1 We may suspend or close your account, remove your Content, or restrict your use of the Platform if we reasonably believe that you have breached these terms, that your use of the Platform puts other users at risk, that you are acting fraudulently, or where we are required to do so by law.
12.2 We will tell you the reason unless the law or the safety of others prevents us. You may ask us to review our decision by contacting us.
12.3 If your account is closed, Appointments already paid for will be refunded or settled fairly, and money already due to a Stylist for completed Services will be paid, less any refunds or chargebacks relating to those Services.
13. Our liability
13.1 Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law.
13.2 If you are a consumer, nothing in these terms affects your statutory rights. We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable. We provide the Platform for domestic and private use, and we are not liable to consumers for any loss of profit, loss of business or business interruption.
13.3 Stylists, not us, are responsible for the Services they provide. Our responsibility as a marketplace is limited to providing the Platform with reasonable care and skill and handling payments as described in these terms.
13.4 We are not liable for any failure or delay caused by events outside our reasonable control.
14. Complaints and support
14.1 If you have a problem with an Appointment, a payment or another user, please contact us through the support chat in the app or at support@sasogeek.com. Our support team will review what both parties tell us and respond as soon as reasonably possible.
14.2 Where these terms say that a matter is decided by support, our support team will make a decision based on the information available to it, acting fairly and reasonably. This does not affect any rights you have against the other party or under the law.
15. Changes to these terms
15.1 We may change these terms from time to time, for example to reflect changes to the Platform, our fees or the law. Each version of these terms has its own version name.
15.2 When we publish a new version, Clients will be shown a summary of what has changed in the app and asked to agree to the new version before they continue to use the Platform. If you do not agree, you may stop using the Platform and delete your account.
15.3 A change does not affect a Quote already sent or an Appointment already booked, which continue on the terms that applied when the Quote was sent.
16. Privacy
16.1 Our privacy policy explains how we collect and use personal information, including photos, messages, booking history and the Fact Sheet.
17. General
17.1 We may transfer our rights and obligations under these terms to another organisation. We will tell you if we do, and it will not affect your rights. You may not transfer your rights or obligations without our written consent.
17.2 No person other than you and us has any right to enforce these terms, except that a Stylist may enforce the terms of an Appointment against a Client and a Client against a Stylist.
17.3 If any part of these terms is found to be unlawful or unenforceable, the remaining parts will continue in effect.
17.4 If we do not enforce any of our rights at once, we may still enforce them later.
18. Governing law and jurisdiction
18.1 These terms are governed by the law of England and Wales. Any dispute will be dealt with by the courts of England and Wales, except that if you are a consumer living in Scotland or Northern Ireland you may also bring proceedings in your local courts.
Part B: Additional terms for Clients
19. Quote requests and Quotes
19.1 A quote request goes to Stylists who work in the area you choose. It also goes to your favourite Stylists, to Stylists we treat as priority Stylists, and to the Stylist whose post you asked from, wherever they work. These Stylists may receive the request up to one hour before others.
19.2 A Stylist who wishes to provide the Service sends you a Quote stating the Price and how long the Appointment will take. A Quote may cover a hairstyle, additional services, or services only.
19.3 You may also book a favourite Stylist directly at a Price they have set.
20. Booking and payment
20.1 You accept a Quote by choosing an available time and paying the Price shown. The contract for the Service is formed between you and the Stylist when your payment is confirmed.
20.2 The Price shown before you pay is the total you pay for the Appointment. Our fees are deducted from the Stylist's share and are not added to the Price.
20.3 If you book an Appointment that starts less than 48 hours after you book it, a late booking fee of £10 is added to the Price and paid to the Stylist in full. The price breakdown shows the late booking fee before you pay, as £0 where it does not apply. The fee is fixed when you pay and is not added or removed if the Appointment is later moved.
20.4 Payment is taken in full when you book. Appointments may be booked up to 60 days ahead.
20.5 A Quote sent under an earlier version of these terms that showed a separate Hair Fairy fee and booking fee keeps those amounts, and you pay the total that Quote shows.
21. At the Appointment
21.1 The Stylist checks you in at the start of the Appointment and checks you out at the end, using codes shown in your app. You should only give the Stylist your check-out code once the Service has been completed.
21.2 If a wrong check-in code is entered five times, the Appointment is cancelled and you are refunded in full.
22. Cancellation by you
22.1 You may cancel an Appointment in the app at any time before you have been checked in.
22.2 If you cancel at least 48 hours before the start time, or within one hour of booking, whichever is later, you will receive a full refund.
22.3 If you cancel at any later time before you are checked in, including after the start time, you will receive a refund of 50% of the amount you paid. The remaining 50% is paid to the Stylist, less our fees, to reflect the time reserved for you.
22.4 A cancellation under clause 22.3 counts as a late cancellation on your Fact Sheet. A cancellation made after the start time of an Appointment counts as a missed appointment (a "no-show").
22.5 Once you have been checked in, an Appointment cannot be cancelled in the app. Please contact support, who will decide whether a refund is due.
22.6 Refunds are made to the card you paid with. Your bank may take several working days to show a refund.
23. Cancellation by the Stylist and moving an Appointment
23.1 A Stylist may cancel an Appointment before its start time. If they do, you will receive a full refund.
23.2 You or the Stylist may ask to move an Appointment to another time, giving a reason. The other party may accept or decline. The Price does not change.
23.3 If you ask to move an Appointment, the time by which you can cancel for a full refund does not become later. If the Stylist asks to move it and you accept, you may cancel for a full refund until 48 hours before the new start time, or until the time that applied before the move if that is later, but in either case not after the new start time.
24. Missed and unfinished Appointments
24.1 If you have not been checked in 30 minutes after the start time, the Stylist may report you as a no-show. You will be told of the report. A report does not by itself refund or pay any money.
24.2 If the time of an Appointment has passed and you were not checked in and out, our support team will settle the Appointment based on the information both parties provide. Support may treat the Appointment as completed (in which case no refund is due), refund 50% of the amount you paid, or refund it in full. Where support finds that you did not attend, the Appointment is recorded as a no-show and no refund is due.
25. Credits and refunds
25.1 If an Appointment is refunded in full, the Credits you were given with that booking are removed from your balance in accordance with clause 7.3.
26. Your statutory rights
26.1 The Stylist must provide the Service with reasonable care and skill, as described in the Quote, and for the Price agreed. If the Service is not provided in this way, you have rights against the Stylist under the Consumer Rights Act 2015, which may include asking for the Service to be repeated or for a price reduction. Please contact support and we will help you raise the matter with the Stylist.
26.2 Nothing in these terms affects your statutory rights.
27. Your Fact Sheet
27.1 To help Stylists decide whether and how to serve a quote request, a Stylist who has received your quote request, or who has an Appointment with you, may view a Fact Sheet about you. It shows:
- when you joined Hair Fairy, whether your email address is confirmed and whether you have paid by card;
- for the last 12 months, the number of Appointments you completed, the number of no-shows and the number of late cancellations;
- any badges you hold; and
- once you have three completed Appointments, your usual spending range and the kinds of styles you book.
27.2 A Stylist with whom you have had an Appointment can also see your past Appointments with them, review photos you chose to share in their portfolio, and their own private notes about you, for up to three years. Stylists are told to keep notes to your hair and Appointments, and you may ask us for a copy of any notes held about you.
27.3 A Stylist cannot see which other Stylists you have booked or what they charged, or your selfies, pose photos (other than the before photos sent with a quote request), Looks, likes or saves.
27.4 Our support team may excuse a late cancellation or correct how an Appointment has been recorded. You can see what Stylists see at any time in the app under Account, What stylists see. If you believe something on your Fact Sheet is wrong, please contact support.
Part C: Additional terms for Stylists
28. Your status
28.1 You use the Platform as an independent business. You set your own Prices, availability and working methods, and you are solely responsible for the Services you provide.
28.2 Nothing in these terms creates an employment, worker, partnership or joint venture relationship between you and us. You are responsible for your own tax, National Insurance and, if applicable, VAT, and for keeping your own records.
29. Joining and payouts
29.1 Before you can receive quote requests you must confirm your email address and give us your business name and work address. Before you can be paid you must set up a Stripe connected account through the Platform.
29.2 Payment processing services for Stylists on Hair Fairy are provided by Stripe and are subject to the Stripe Connected Account Agreement, which includes the Stripe Services Agreement (together, the "Stripe Services Agreement"). By agreeing to these terms or continuing to operate as a Stylist on Hair Fairy, you agree to be bound by the Stripe Services Agreement, as it may be modified by Stripe from time to time. As a condition of Hair Fairy enabling payment processing services through Stripe, you agree to provide us with accurate and complete information about you and your business, and you authorise us to share it and transaction information related to your use of the payment processing services provided by Stripe.
29.3 Stripe may ask you for identity or business documents. Payouts may be paused until you provide them.
30. Your obligations
30.1 You must:
- hold the qualifications, training, licences and permissions required for the Services you offer, and keep them current;
- hold appropriate public liability and treatment liability insurance for the Services you provide, and employers' liability insurance if you employ anyone;
- comply with all applicable health and safety, hygiene and consumer protection laws, keep a safe and clean place of work, and carry out a skin allergy (patch) test before any colour or chemical service where the product manufacturer's instructions require it;
- provide each Service with reasonable care and skill, as described in your Quote, and for the agreed Price;
- keep your profile, portfolio, Prices, work address and payout details accurate and up to date, and only show work that is your own;
- not accept bookings through the Platform for anyone under 18; and
- keep Clients' personal information confidential and use it only to provide the Appointment it was shared for.
30.2 We may ask you for evidence of your qualifications or insurance at any time.
31. Quotes and minimum Prices
31.1 A Quote states the Price and how long the Appointment will take. The Price you quote is the total the Client pays, other than any late booking fee under clause 33.2.
31.2 Quotes are subject to minimum Prices, which are shown on the quote form: one for a Quote that includes a hairstyle, one for each additional service, and one for a Quote for services only. At the date of these terms they are £50, £10 and £10 respectively.
31.3 The pricing model, fees and minimum Prices that apply to a Quote are those shown when you send it. They are fixed for that Quote and any Appointment booked from it. We may change them for Quotes sent in the future, and a direct booking uses those in force when it is made.
32. Our fees
32.1 For each paid Appointment we deduct the following from the amount the Client pays, and you receive the balance:
- a platform fee, which at the date of these terms is £10 for a Quote that includes a hairstyle, or £1 for each service on a Quote for services only (including a Quote from which the Client has removed the hairstyle); and
- a payment processing fee, which covers the card processor's fee on the payment and the fee for paying you out instantly, rounded up to the next whole pound. We keep the amount by which it is rounded up.
32.2 The quote form shows what you will receive before you send a Quote. We are not registered for VAT and do not charge VAT on our fees.
32.3 For a Quote sent under an earlier version of these terms, the fees shown on that Quote continue to apply.
33. Payment and payouts
33.1 When you check the Client out with their code, we arrange for your share of the payment to be paid to your Stripe account and then to your bank by instant payout. For an Appointment booked at short notice, we may wait until the Client's payment has settled before paying you out.
33.2 If a Client books less than 48 hours before an Appointment starts, the £10 late booking fee is added to what the Client pays and is paid to you with your Price. We take no platform fee on it, although the payment processing fee is calculated on the whole payment.
33.3 You may also cash out your available Stripe balance to your bank from the app. We do not charge you for doing so.
33.4 If a payment is disputed by the Client's card issuer (a chargeback) or refunded for a reason relating to your Service, we may recover the amount, and any related fee, from your future payouts.
34. Cancellations and moves
34.1 If a Client cancels at least 48 hours before the start time, or within one hour of booking, whichever is later, the Client receives a full refund and you receive nothing.
34.2 If a Client cancels later than that and before you check them in, including after the start time, you receive the 50% of the payment that is not refunded to the Client, less the platform fee and the payment processing fee. Any late booking fee stays in your half.
34.3 You may cancel an Appointment only before its start time. If you cancel, the Client receives a full refund and you receive nothing. You should cancel only where it is unavoidable and should offer to move the Appointment where you can. We may take repeated cancellations into account under clause 12.
34.4 You or the Client may ask to move an Appointment, giving a reason. The other party may accept or decline. The Price and the check-in and check-out codes do not change.
34.5 After wrong check-out codes are entered, further attempts are paused for 15 minutes. If wrong check-out codes are entered 20 times in total, the Appointment is cancelled, the Client is refunded in full and you receive nothing. If you have difficulty checking a Client out, please contact support.
35. No-shows
35.1 If a Client has not been checked in 30 minutes after the start time, you may report them as a no-show in the app. The Client will be told of the report. A report does not by itself refund or pay any money.
35.2 Where the time of an Appointment has passed and the Client was not checked in and out, our support team will settle the Appointment in accordance with clause 24.2. Where the Appointment is treated as completed, or settled as a no-show, you are paid as if it had been completed. Where support refunds the Client 50%, you receive the other 50% less our fees. Where support refunds the Client in full, you receive nothing.
35.3 You must not make a false no-show report.
36. Fact Sheets and private notes
36.1 You may view a Client's Fact Sheet only where the Client's quote request has been sent to you or you have an Appointment with them. Each time you view a Fact Sheet is recorded.
36.2 You may use a Fact Sheet only to decide whether and how to provide a Service to that Client. You must not copy or share it, or use it to harass or unlawfully discriminate against anyone.
36.3 You may keep private notes about a Client you have booked. Notes must be limited to the Client's hair and Appointments, must be accurate and must not be offensive. Clients may ask us for a copy of notes held about them.
37. Your profile, posts and portfolio
37.1 Your public profile, posts and portfolio are Content under clause 8. You must have the consent of any Client who appears in Content you post.
37.2 Photos and videos from a Client's review appear in your portfolio only where the Client has chosen to share them. They remain the Client's and may be withdrawn by them.
37.3 We may give priority status to Stylists who meet criteria we set, such as the number of verified Clients they have referred. Priority Stylists receive certain quote requests earlier. We may remove priority status if the criteria are no longer met or if clause 12 applies.
38. Responsibility for your Services
38.1 You are responsible for the Services you provide and for their results, including any injury, allergic reaction or damage to property, and for your own premises.
38.2 You agree to compensate us for any loss, liability or reasonable cost we incur as a result of a claim by a Client or a third party arising from your Services or your breach of these terms.
38.3 Subject to clause 13.1, our total liability to you as a Stylist in any period of 12 months is limited to the total platform fees we received from you in that period, and we are not liable to you for any loss of profit, revenue, business or goodwill, or for any indirect or consequential loss.