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Booking Terms and Conditions

Last updated April 2021

This is a summary of our key Booking Terms and Conditions. It should not be a substitute for reading the full version below. 

  • The Services you can buy or book via FroHub are sold by our Partners and not by us. We are only responsible for arranging and concluding your booking and we have been appointed by our Partners to act as their commercial agent to do so.
  • If you pay for Services from our Partners through our Website, we may collect and receive your payment on behalf of the relevant Partner in our capacity as their commercial agent. In this event, our successful receipt of your payment will discharge that amount of your debt to the Partner for the Services.
  • Bookings can only be made after payment of a deposit. The balance is payable directly to the partner on the day of the service, by card or cash, as selected by the Partner, and is non-refundable.
  • The contract for the Services is directly between you and the relevant Partner. We are not liable for the Services you receive from our Partners. However, please do let us know if you encounter a problem or if the Service you receive at a venue falls short of your expectations and we’ll do our best to help.
  • Please check all details and any restrictions relating to a Service thoroughly before
  • Please ensure that any medical or other allergy/health information is disclosed to Partners before your appointment.
  • FroHub reserves the right to deactivate a Customer’s FroHub account in the event of a breach of these Booking Terms and Conditions and/or where the Customer acts in a way that is inappropriate, abusive or otherwise unacceptable towards our Customer Experience team or employees of a Partner, either in communications via phone or email, or in person at the Partner’s venue.
  • If you want to reschedule or cancel a Dated Booking (and provided that rescheduling or cancellation (as applicable) is not prohibited by these Booking Terms and Conditions) this can be requested and completed by:
  • Rules regarding cancellation:
    • You may cancel a Dated Booking provided the appointment is not due to take place in the next 72 hours. In such cases we can offer you a full refund of the amount that was paid. If however the appointment is due to take place within the next 72 hours, you will not be entitled to a refund.
  • If you want to talk to us, please get in touch with our team and we’d be happy to help:

Email: [email protected]

Post: FroHub, 124 City Road London EC1V 2NX, United Kingdom

 

Full version

Please read these Booking Terms and Conditions carefully before you complete any transactions via the Website as these Booking Terms and Conditions will apply to your transaction. We recommend that you print a copy of these Booking Terms and Conditions for future reference. If you do not agree with these Booking Terms and Conditions, you must not use our Website to make a booking. 

  1. Defined Terms

1.1 For ease of reference the following terms shall have the following meanings in these Booking Terms and Conditions:

(a) “Customer", "you" and "your" means you, the buyer of any Services;

(b) “Dated Booking” means an appointment at a specific time/date with a particular Partner for the provision of Services made via the Website;

(c) “Order” has the meaning given in section 3.1 below;

(d) “Order Confirmation” has the meaning given in section 3.4 below;

(e) "Partner(s)" means our selected third party providers of goods and services who offer their goods and services for sale via our Website;

(f) “Partner Contract” has the meaning given in section 2.3(b) below;

(g) "Services" means any products, goods and/or services of a Partner offered for purchase or booking via the Website;

(h) “FroHub Contract” has the meaning given in section 2.3(a) below;

  1. Introduction and relationship between you, us and third party partners

2.1 This Website is operated by FroHub Limited (t/a FroHub), a company registered in England under company number 11181393 and whose registered office is at 124 City Road London EC1V 2NX ("FroHub", "us", "we" or "our" for short).

2.2 The Website allow you to book and pay for a broad range of hair and beauty services from a variety of providers (our Partners). Those Services are provided by our various Partners and not by us. The provision of the Services booked via our Website is the responsibility of the Partner which provides them. In the event you pay for Services via the Website, your payment will be received by us acting as commercial agent on behalf of the Partner. If we receive payment as commercial agent on behalf of the relevant Partner, our receipt of the correct payment will discharge your debt to that Partner.

2.3 The legal implications of this is that when you purchase Services, it will create two binding legal contracts:

(a) a contract between you and FroHub (under which FroHub has certain responsibilities to you in relation to the purchase or booking) (the “FroHub Contract”). That contract is made based on these Booking Terms and Conditions; and

(b) a contract between you and the relevant Partner in respect of the provision or supply of the Services which you book through the Website (the “Partner Contract”). That contract is subject to certain provisions of these Booking Terms and Conditions including the cancellation period.

2.4 All Services available for purchase on the Website are offered by FroHub on behalf of its Partners. That is, FroHub takes and concludes your bookings as a commercial agent for its Partners. Therefore, we are not responsible or liable to you for the actual Services that are booked through the Website.

2.5 We amend these Booking Terms and Conditions from time to time as set out in clause 9. Every time you wish to make an Order on the Website, please check these Booking Terms and Conditions to ensure you understand the terms which will apply at that time.

  1. Orders and how the contract is formed between you and us

3.1 There is one type of order ("Order") you can make on the Website: Orders for Services.

3.2 In respect of Orders for Services, there is one way you can place your Order: a Dated Booking.

3.3 The Order process allows you to check and amend any errors before submitting your Order to us. Please take the time to read and check your Order at each stage of the Order process and before finally submitting your Order.

3.4 We are appointed as the commercial agent of the Partner to conclude Dated Bookings on its behalf and the Partner Contract will be formed when we send you a written confirmation (usually by email) (“Order Confirmation"). Your Order Confirmation is your receipt from FroHub. If you require a VAT receipt you need to contact the Partner directly. See clause 7.2 for more information.

3.5 For Dated Bookings, if you wish to reschedule your appointment details (time/date) (in whole or in part) after you have received an Order Confirmation, provided your appointment is not due to take place within the next 72 hours then please do so by contacting us at [email protected] and we will endeavour to offer you a suitable alternative time and/or d­ate. Please note that our ability and the Partner’s ability to accommodate your request will be subject to the Partner’s availability during the time you wish to reschedule. If we are unable to accommodate your request to reschedule your appointment, whether or not you are eligible for a refund will depend on whether or not your appointment is due to take place in the next 72 hours.

(a) If your appointment is not due to take place within the next 72 hours, your appointment will be treated as cancelled by you and you will receive a refund; or

(b) If your appointment is due to take place within the next 72 hours, your appointment will be treated as cancelled by you and you will not receive a refund.

Please note you cannot reschedule your appointment details (time/date) (in whole or in part) where your appointment is due to take place within the next 1 hour.

3.6 If you wish to cancel an Order before you have received an Order Confirmation, please contact us by emailing [email protected]. If you wish to cancel a Partner Contract (i.e. if you wish to cancel an Order after you have received an Order Confirmation), please refer to our cancellation policy in clause 5 below.

3.7 Please note, as set out in our Website Terms of Use, we reserve the right to withdraw access to our Website and/or cancel any Order in the event that you fail any credit or fraud prevention check or where we reasonably suspect fraud or money laundering by you or someone using your account.

  1. Services

4.1 Our Partners are under a legal duty to provide Services that are in conformity with the relevant Partner Contract.

4.2 All Services shown on the Website are subject to availability and the images and/or descriptions of the Services on the Website are for illustrative purposes only and actual Services may vary from those images and/or descriptions. We require our Partners to ensure that all information provided by them for display on their page of the Website is accurate, complete and not misleading in any way but we cannot verify the information which they provide to us. It will be each Partner's responsibility to ensure that all of its Services listed on the Website are available and accurately described.

4.3 If you are a consumer, you have legal rights in relation to services that are not performed with reasonable care and skill or are otherwise not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these Booking Terms and Conditions will affect these legal rights.

4.4 It is your (or the person receiving the Services) sole responsibility to communicate in advance any medical or health-related conditions and/or special needs to the Partner that might affect or be affected by any Services (for example without limitation, allergy information and health issues). Subject to clause 8.3, if you (or the relevant recipient of the Services) fail to disclose any such information to the applicable Partner, neither FroHub nor the relevant Partner shall be liable to you (or the recipient of the Services) for any injury, loss or damages resulting from the Services that could reasonably have been avoided if you (or the recipient of the Services) had disclosed that information prior to receiving the Services.

  1. Cancellations

5.1 In addition to your other legal rights, you may in certain circumstances have the right to cancel a Partner Contract and/or FroHub Contract (as applicable) and receive a refund or a credit note in accordance with the terms set out in this clause 5.

5.2 If you change your mind about an Order for a Dated Booking and wish to cancel it, the following cancellation terms apply:

(a) Dated Bookings

(i) You may cancel (in whole or in part) a Dated Booking up to 72 hours prior to your appointment taking place and we can offer you a full refund of the applicable amount via the original method of payment. However, if you cancel within the 72 hours prior to your appointment taking place, you will not be eligible for a refund.

(ii) Cancellations of Dated Bookings must be made by emailing our Customer Experience team on [email protected].

(iii) PLEASE NOTE THAT IN A SMALL NUMBER OF CIRCUMSTANCES IT MAY NOT BE POSSIBLE TO CANCEL A DATED BOOKING BUT WE WILL DRAW THIS TO YOUR ATTENTION BEFORE YOU PLACE YOUR ORDER SO THAT YOU CAN DECIDE WHETHER OR NOT YOU ARE PREPARED TO PROCEED WITH ENTERING INTO THE CONTRACT ON THAT BASIS.

(iv) PLEASE NOTE THAT NO REFUND WILL BE GIVEN WHERE A CANCELLATION IS ATTEMPTED 72 HOURS OR LESS FROM THE TIME OF THE SCHEDULED APPOINTMENT.

  1. Resolving Issues

6.1 We care about your experience and want to ensure we maintain the highest standards possible and so if you would like to make a complaint about one of our Partners or their Services, please either:

(a) speak to the Partner yourself to try and resolve the issue;

(b) leave an honest review on the Website to reflect your experience; and/or

(c) please contact us via email at [email protected], and we’ll do our best to help.

6.2 Following receipt of a complaint we will contact the Partner to try and resolve the issue on your behalf. If we are unable to resolve the issue following contact with the Partner, if we consider it to be fair in all the circumstances, we may at our sole discretion elect to:

(a) give you a credit note for the disputed/complained about amount of your Order (to be redeemed on the Website to reduce the purchase price of any Services); or

(b) as a last resort or in extreme circumstances and always at our sole discretion refund the disputed/complained about amount directly to you via the original method of payment. Please note that it might take up to 30 days to receive a full refund in such cases.

6.3 IMPORTANT NOTE: PLEASE DO BEAR IN MIND THAT WHILE WE TAKE ALL COMPLAINTS ABOUT OUR PARTNERS VERY SERIOUSLY AND WILL ALWAYS DO WHAT WE CAN TO HELP TO RESOLVE THEM, WE ARE NOT RESPONSIBLE TO YOU FOR THE SERVICE(S) WHICH THE PARTNERS PROVIDE AND ARE UNDER NO OBLIGATION TO PROVIDE YOU WITH A REFUND OR CREDIT NOTE IN THE EVENT YOU ARE DISSATISFIED WITH SERVICES WHICH YOU HAVE RECEIVED FROM OUR PARTNERS.

  1. Price and Payment

7.1 Prices and any applicable delivery and/or processing charges will be as quoted on the Website but may be subject to change by FroHub or Partners at any time (in which case the Website, will be updated accordingly) and it is possible that, despite our best efforts, some of the pricing and other information shown for certain Services is incorrect. If the Service’s correct price at the time of your Order is higher than the price stated to you, we will contact you for your instructions before we accept your Order. If your Order has been accepted and you have been sent an Order Confirmation before the pricing error was realized, if the pricing error is obvious and could reasonably have been recognized by you as a pricing error, we will provide you with the option of reconfirming your Order at the correct price, failing which the Order will be cancelled. Where an Order is cancelled we will refund you any sums you have paid.

7.2 The Partner has full responsibility for accounting for VAT on the total value of the Order, where applicable. FroHub does not charge you VAT on Orders as the Services are provided by the Partner, not by FroHub. As a result, FroHub cannot provide you with a VAT invoice in respect of your Order. You will need to contact the Partner direct to obtain a VAT invoice, where applicable.

7.3 Payment for all Services must be made at the time of booking in pounds sterling by credit or debit card, or via a third party payment processor such as PayPal or by using the online payment facility ("Payment Facility"). If you do choose to pay via a third party payment processor, you will be redirected to their site to make payment and will be subject to their terms and conditions, privacy policy and other terms of use. Please check those carefully before confirming your Order. You will be responsible for protecting the confidentiality of your Website user ID and any password or other security information used by you to access your account on the Payment Facility. Any currency conversion costs or other charges incurred by you in making a payment will be borne by you in addition to the price due to us.

7.4 Payments made through the Payment Facility are processed by third party payment services providers. FroHub takes reasonable care to ensure that the Payment Facility is available and functioning at all times, but cannot guarantee continuous, uninterrupted or secure access to such Payment Facility, nor can we guarantee that the facility is virus or error free. We use third party payment service providers to process payments and because there are many factors beyond our control (such as delays in the banking system or in card networks), we cannot predict or guarantee the amount of time needed to complete the processing of your payment. Access to the Payment Facility may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to provide reasonable notice of any scheduled interruptions to such Payment Facility and will do what we can to restore the facility as soon as reasonably possible.

7.5 If you pay for Services via the Payment Facility, FroHub will collect the payment in its capacity as the commercial agent of the relevant Partner. Once FroHub has successfully received your payment for the Services, this will discharge that amount of your debt to the Partner on whose behalf FroHub has collected the payment.

7.6 Bookings can only be made after payment of a deposit. The balance is payable directly to the Partner on the day of the service, by card or cash, as selected by the Partner, and is non-refundable.

7.7 Rules or requirements identified in the Service listing or during checkout such as late fee policies, travel fees etc. form part of your contract with the Partner.

  1. Liability

8.1 Where we have been negligent and/or breached a contractual obligation to you, we will be liable for any loss or damage you suffer as a result, provided that loss and/or damage is foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our negligence or breach of contract, or would have been considered by you and us to be a likely consequence of it at the time we entered into the FroHub Contract.

8.2 We do not accept any liability for the following types of loss, whether caused by breach of contract, tort (including negligence) or otherwise, even if the loss is foreseeable: loss of income or revenue; loss of business; loss of profits; loss of anticipated savings; or waste of management or office time.

8.3 We do not exclude or limit our liability for death or personal injury arising from our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under English law.

  1. Our right to vary these Booking Terms and Conditions

9.1 We may revise these Booking Terms and Conditions from time to time in the following circumstances:

(a) if we change the process for accepting payment from you;

(b) if there are changes in relevant laws and regulatory requirements; and/or

(c) if there are any other changes to our business that reasonably mean we need to amend these Booking Terms and Conditions.

9.2 Every time you order Services via the Website, the Booking Terms and Conditions in force at that time (and available for view on the Website and accepted by you at check-out) will apply to the FroHub Contract between you and us and the Partner Contract between you and the Partner. You can find the date on which these Booking Terms and Conditions were last updated at the top of this page.

  1. General

10.1 All communications and notices from you must be sent to FroHub by email at [email protected] or by post to FroHub, 124 City Road London EC1V 2NX. FroHub may communicate and give notice to you via post, email or by posting notices on the Website.

10.2 Please note our customer support hours are: 8am-8pm Monday to Friday, 9am-6pm on Saturdays and 10am-6pm on Sundays and Bank Holidays (closed Christmas Day and New Years’ Day).

10.3 FroHub reserves the right to deactivate a Customer’s FroHub account in the event of a breach of these Booking Terms and Conditions and/or where the Customer acts in a way that is inappropriate, abusive or otherwise unacceptable towards our Customer Experience team or employees of a Partner, either in communications via phone or email, or in person at the Partner’s venue.

10.4 If any of these Booking Terms and Conditions are determined by a competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

10.5 These Booking Terms and Conditions will be governed by and construed in accordance with the laws of England. You and we each agree that the English courts will have non-exclusive jurisdiction over any claim or dispute arising from, or related to, the ordering and/or supply of Services via the Website.

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