Report a problem with a shop
Booked is the software the shop uses. For service issues talk to the shop; for platform abuse tell Booked.
Booked provides the booking software; the shop provides the service. Where to send a complaint depends on what went wrong.
| Issue | Contact |
|---|---|
| Bad haircut, late start, staff conduct | The shop directly |
| Refund on a deposit the shop will not honor | The shop first; then dispute with your card issuer if unresolved |
| A shop sending SMS after you replied STOP | hello@booked.co with a screenshot |
| A shop misrepresenting who they are | hello@booked.co |
| A bug on the booking page, wrong times, broken payment | hello@booked.co |
Include your booking reference code (the eight-character string on your confirmation) whenever you contact us. It lets support find the booking without asking for more personal information.
Why service complaints go to the shop
Booked has no authority over how a shop runs its business, what it charges, or how it treats a customer, any more than a till manufacturer does. Shops set their own prices, policies, deposit rules and cancellation windows. What we can act on is the platform: the booking page, the messages, the payments, and whether a shop is using Booked in ways it should not be.
What we can see, and what we cannot
Support can look up a booking from its reference — the times, the status, whether a message was delivered, whether a payment succeeded. That is usually enough to settle a factual disagreement about what happened and when.
What happened in the chair is not something we have any record of, so a complaint about the service itself is one only the shop can answer.
Deposit disputes
Ask the shop first, in writing, and give them a chance to answer. Most deposit arguments are a misunderstanding about the refund cutoff, and the cancel screen recorded which side of it you were on. If that goes nowhere, your card issuer's dispute process is the backstop — the charge came from the shop, so that is who a dispute is raised against.