Terms of Service

Effective: 7 June 2026 · Bookuno Ltd (early access) · Governed by English law

1. About Bookuno

Bookuno is an online marketplace that connects customers with independent local service businesses. We provide the platform, booking technology, and payment infrastructure. We are not a service provider and are not party to the contract for services between a customer and a business.

References to "Bookuno", "we", "us" or "our" mean Bookuno Ltd. References to "you" mean any person who accesses or uses the platform, whether as a customer or as a business owner.

2. Who can use Bookuno

• You must be at least 18 years old to create an account or make a booking.
• You must be resident in or operating within the United Kingdom.
• You must provide accurate, complete information when registering.
• You may not create more than one account without our permission.
• Business accounts may only be created by an authorised representative of the business.

3. Accounts

Your responsibilities

• Keep your login credentials secure and do not share access.
• Notify us immediately at hello@bookuno.co.uk if you suspect unauthorised access.
• Keep your contact details and business information up to date.
• You are responsible for all activity that occurs under your account.

Our rights

We may suspend or terminate any account that we reasonably believe has breached these terms, is being used fraudulently, or poses a risk to other users or the integrity of the platform.

4. How bookings work

When you send a booking request through Bookuno, you are making a request directly to the relevant business. A booking is confirmed only when the business accepts it (or where instant confirmation is enabled on their account). Until confirmed, no contract for services exists.

On confirmation, a contract is formed between you and the business. Bookuno is not a party to that contract. The business is solely responsible for delivering the service to the standard described in their listing.

Booking times shown are in UK local time. It is your responsibility to arrive at the correct time and location.

5. Payments

All payment processing on Bookuno is handled by Stripe, a regulated payment service provider. By completing a payment through Bookuno, you also agree to Stripe's terms of service.

How money flows

• Where a business requires advance payment, your card is charged at the time of booking confirmation.
• Where a business accepts payment on the day, no charge is made through Bookuno at the time of booking.
• Bookuno does not store raw card details. Card information is held securely by Stripe.
• Businesses receive payouts from Stripe on a rolling 2-business-day schedule after service completion, less any applicable platform fee.

Platform fee

Bookuno charges a platform fee on each completed transaction facilitated through the platform. The current fee rate is displayed in your business account settings. Bookuno reserves the right to adjust fees with 30 days' notice to affected business accounts.

Pricing

The price displayed on a business's listing is the price set by that business. Bookuno does not add any surcharge to the price a customer sees. Any platform fee is charged to the business, not the customer.

6. Cancellations and refunds

Customer cancellations

Each business sets its own cancellation policy, which is displayed clearly before you confirm a booking. When you cancel:

• If you cancel within the business's free-cancellation window (e.g. 24 hours before the appointment), you receive a full refund to your original payment method within 3–5 working days.
• If you cancel outside the free-cancellation window, the business's late-cancellation fee applies. You will always see the exact fee before you confirm.
• Some bookings may be non-refundable. This will be stated clearly before you book.

Business cancellations

If a business cancels your confirmed booking, you are entitled to a full refund regardless of their stated policy. Refunds for business-initiated cancellations are processed automatically.

Refund processing

Refunds are returned to the original payment method and typically take 3–5 working days to appear, depending on your card provider. Bookuno has no control over the speed at which your bank processes the refund.

Disputes

If you believe a charge is incorrect, contact hello@bookuno.co.uk as soon as possible with your booking reference. We will investigate and respond within 5 working days.

7. No-shows

A no-show occurs when a customer fails to attend a confirmed appointment without cancelling in advance.

• Where a business has a no-show policy enabled, the stated fee may be charged automatically to the card on file.
• No-show fees are set by the business and disclosed before booking confirmation.
• If you believe a no-show charge has been applied in error, contact hello@bookuno.co.uk within 48 hours of the original appointment time.

8. Business accounts

Listing requirements

• Your listing must accurately describe your services, pricing, availability and location.
• Photos must be genuine representations of your work and premises.
• You must hold any licences, insurances or certifications required by law to offer your services.
• You are responsible for ensuring your services comply with all applicable health, safety, trading standards and consumer protection laws.

Availability and fulfilment

• You are responsible for keeping your availability accurate and fulfilling confirmed bookings.
• Repeated cancellations or failure to honour confirmed bookings may result in account suspension.
• You must honour the pricing and service details shown to customers at the time of booking.

Stripe Connect

To receive online payments through Bookuno, you must connect a Stripe account and accept Stripe's Connected Account Agreement. Stripe is responsible for processing and holding funds until payout. Bookuno is not responsible for delays or issues with Stripe payouts.

Business subscription

Bookuno Pro subscription fees are billed monthly or annually as selected. Your subscription continues until you cancel. After cancellation, your account remains active until the end of the current paid period. No partial refunds are issued for unused subscription time.

During your 14-day free trial, no payment is taken. If you do not add a payment method before the trial ends, your account will be downgraded to a limited free tier rather than charged.

Reviews

Customers who have completed a booking may leave a review. You may not incentivise, request or artificially manipulate reviews. We reserve the right to remove reviews that violate our guidelines.

9. Acceptable use

You must not use Bookuno to:

• Post false, misleading or fraudulent information.
• Harass, threaten or harm other users.
• Circumvent the platform to complete transactions outside Bookuno in order to avoid fees (except where expressly permitted).
• Scrape, copy or reproduce platform content without written permission.
• Introduce malicious code or attempt to disrupt the platform.
• Violate any applicable UK law or regulation.

10. Liability and disclaimers

Platform role

Bookuno is a marketplace platform. We do not employ, endorse or guarantee the quality of any business listed on the platform. We are not responsible for the acts or omissions of any business, including the quality of services delivered, failure to attend, or any injury or loss arising from a service.

Limitation of liability

To the maximum extent permitted by law, Bookuno's total liability to you for any claim arising out of or in connection with these terms or your use of the platform shall not exceed the greater of: (a) the total amount paid by you through the platform in the 12 months preceding the claim; or (b) £100.

Nothing in these terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

Service availability

We aim to keep the platform available at all times but do not guarantee uninterrupted access. We are not liable for losses caused by platform downtime or technical failures.

11. Intellectual property

All platform software, design, branding and content created by Bookuno is our intellectual property. You may not copy, reproduce or distribute it without written permission.

By uploading photos or other content to your account, you grant Bookuno a non-exclusive, royalty-free licence to use that content to operate and promote the platform.

12. Termination

You may close your account at any time through your account settings or by emailing hello@bookuno.co.uk. Outstanding bookings and payment obligations remain in effect.

We may terminate or suspend your account immediately where we reasonably believe you have materially breached these terms or where required by law.

13. Complaints

If you have a complaint about a business or about Bookuno itself, please contact us at hello@bookuno.co.uk. We will acknowledge your complaint within 2 working days and aim to resolve it within 10 working days.

Where a dispute relates to a specific booking, please include the booking reference. We will provide transaction records and mediate between parties where appropriate.

14. Changes to these terms

We may update these terms from time to time. For material changes, we will give you at least 14 days' notice by email before the new terms take effect. Continued use of the platform after the effective date constitutes acceptance.

15. Governing law

These terms are governed by English law. Any disputes that cannot be resolved by agreement will be subject to the exclusive jurisdiction of the courts of England and Wales.

Questions about these terms? Email hello@bookuno.co.uk