Terms of use

Last updated 12 October 2026

These terms apply to everyone who uses Hair Xpress: our website, web app and mobile apps (together, "Hair Xpress"). Please read them carefully. By creating an account or using Hair Xpress you agree to them. If you do not agree, please do not use Hair Xpress.

1. What Hair Xpress is

Hair Xpress is a marketplace that connects clients with independent hair and beauty professionals and salons. We provide the platform for finding, booking, messaging and paying. The services themselves are provided by the professional or salon you book, not by Hair Xpress, and they are responsible for the service they provide.

2. Your account

You must be 18 or over to create an account. A parent or guardian may book services for a child using their own account.
Give accurate details and keep them up to date. Keep your password private; you are responsible for activity on your account.
Every account has a username, which you can share with salons to be booked in. You can change it once.
A salon or professional may open an account for you when booking you in. You will receive an email to set your own password, and these terms apply when you use the account.
Your Hair Passport QR code identifies you to a professional. Your history and records are only shared when you approve it.

3. Bookings

You can request a service, book a professional or salon from their page, or be booked in by them. A booking is confirmed when its payment requirements are met, as shown on the booking.
When payment is due: for appointments more than 7 days ahead you may choose to pay later, by 48 hours before the appointment; between 48 hours and 7 days ahead, payment is due within 24 hours of booking; under 48 hours ahead, within 1 hour of booking (or 2 hours before the appointment if sooner); appointments starting within 3 hours may be paid at the appointment. We send reminders.
Unpaid bookings are cancelled automatically when the payment deadline passes, and the time is released.
Prices are set by the professional or salon. When a professional works for a salon, the salon's prices and timings apply.
Please arrive on time. Attendance (bookings, attended, cancelled and no-shows, as counts only) is recorded and may be shown to the professionals and salons you book, to help them manage late cancellations and no-shows.
After an appointment both you and the professional confirm it took place. Payment to the professional is released once confirmed and no dispute is open.

4. Payments, refunds and account credit

Payments are processed securely by our payment provider, Stripe. We do not store your full card details.
Where a refund is due, we refund to your original payment method or, if you choose, as credit on your Hair Xpress account. Account credit can be used for bookings and shop orders.
If something goes wrong with a service, contact us through the app as soon as possible. Payment may be held while an issue is resolved.

5. Messages and keeping everything on Hair Xpress

For everyone's safety, messages, bookings and payments must stay on Hair Xpress. Contact details are not shown between clients and professionals, and phone numbers, email addresses, links and social handles typed into messages are hidden automatically. Please do not try to arrange bookings or payments outside Hair Xpress.

6. Professionals and salons

Professionals and salons must hold the insurance we require (public liability, and for salons business insurance), keep it in date, and provide evidence when asked. Professionals must provide a qualification certificate, which we approve before they can take any work. We verify accounts before they can take bookings or show a public page.
You are responsible for the services you provide, your prices, your diary, and complying with the law (including health and safety, patch tests and consent).
Hair Xpress charges a commission on each booking (5% unless agreed otherwise), which is deducted before payment is released. The rate in force when a booking is made applies to that booking.
Clients belong to Hair Xpress. You may see a client's details only while they have an active booking with you, and you must use them only to provide that booking.
Content you add to your public page (text, logo, photos) must be yours or used with permission. You give us permission to show it on Hair Xpress and to promote Hair Xpress.
Commission you earn on product sales (when the shop opens) is credited to your Hair Xpress balance, can be used against your fees, and can be withdrawn when your balance is over £50. Commission is reversed if the products are returned, and we will tell you first.

7. The Hair Xpress shop

When the shop opens, product orders are delivered by our suppliers or from our own stores. Delivery charges depend on where you are. Products added to your basket during an appointment are held for 7 days. Opened products cannot be returned. Returned items must be received and checked before a refund or account credit is issued. Further shop terms will be shown at checkout. This does not affect your statutory rights.

8. Sponsored content

Hair Xpress may show sponsored content and adverts, always labelled "Sponsored".

9. Acceptable use

Do not misuse Hair Xpress: no false bookings, harassment, discrimination, fraud, unlawful content, or attempts to interfere with the service or access other people's data. We may suspend or close accounts that break these terms, and we may cancel affected bookings.

10. Our responsibility to you

We take care to run Hair Xpress well, but we do not guarantee it will always be available or error-free. We are not responsible for services provided by professionals or salons, or for losses that were not foreseeable. Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, fraud, or your statutory rights as a consumer.

11. Changes to these terms

We may update these terms from time to time, for example when we add features, launch in new countries or when the law changes. We will show the date of the latest version at the top of this page and, for significant changes, tell you by email or in the app before they take effect. If you keep using Hair Xpress after the changes take effect, the updated terms apply. If you do not agree, you can close your account.

12. Law

These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in your local courts.

Who we are

Hair Xpress is operated by Combrook Limited, a company registered in England and Wales (company number 12789408), registered office Park Lane, Poynton, Cheshire SK12 1RQ. We are registered with the Information Commissioner's Office (ICO), registration number ZC262227.