Terms of Service
Last updated 30 September 2026
1. What 24bookin is
24bookin.com lets service businesses (mobile detailers, groomers, tutors, beauty professionals and similar) create a free online booking page and take payments from their own customers. We provide the software and payment infrastructure; each business (“Provider”) is responsible for the services they actually deliver.
2. Provider accounts
By creating a Provider account you agree to provide accurate business information, to only offer services you are legally entitled to provide, and to set your own customer-facing booking terms (cancellation window, deposit policy) honestly and keep them up to date. You are the merchant of record for bookings made through your page — 24bookin is not a party to the service you provide to your customer.
Your customers’ data. Through your dashboard you can see the name, email, phone number and booking history of customers who book with you. For that data, you — not 24bookin — are the data controller: you decide why and how it’s used, and you’re responsible for complying with data protection law in relation to it. You agree to use it only to deliver and manage the bookings made with you (for example, contacting a customer about their appointment), not to sell it, share it with third parties, or use it for marketing a customer hasn’t agreed to. 24bookin provides the infrastructure that stores and displays this data on your behalf (a data processor) and is not responsible for how you use it. You agree to cover any claim, fine, or loss 24bookin faces as a result of your misuse of customer data or breach of data protection law.
Staff accounts. You can invite staff to use your dashboard. Staff accounts have limited access, set by 24bookin and listed on your Staff page — for example, staff cannot issue refunds or change your settings — and you cannot widen it. You are responsible for everything done through your account, including by staff you invite, as if you had done it yourself, and for removing access for anyone who should no longer have it. You must not share your own owner login with staff.
By uploading a logo or photos to your page, you grant 24bookin a non-exclusive licence to use them in 24bookin marketing — for example, a customer showcase on 24bookin.com or on 24bookin’s social media. This does not transfer ownership, and you can ask us to stop by contacting us below.
3. Data Processing Agreement
This section is the Data Processing Agreement (“DPA”) between you and 24bookin required under UK GDPR, and forms part of these Terms — no separate document to sign. As set out in §2 above, you are the controller of your customers’ personal data (name, email, phone number, booking history); 24bookin is your processor, acting only on your instructions as expressed through your use of the platform.
24bookin will: (a) process customer personal data only to provide the booking and payment service to you, never for its own separate purposes; (b) apply appropriate technical and organisational security measures (see the Privacy Policy for the list of sub-processors this involves); (c) only engage a sub-processor that agrees to equivalent data-protection obligations; (d) assist you, on request, in responding to a customer’s data-access or erasure request (your dashboard’s own export/delete tools under Customers are normally the fastest way to do this yourself); and (e) when you close your account, permanently delete your customers’ personal data 30 days after closing (you can export it before closing), keeping only booking and payment records, without names or contact details, for as long as we’re required to for legal or accounting reasons (§6, Termination).
You will: (a) have a lawful basis for collecting your customers’ data (normally, performing the booking contract they entered into with you); (b) give your customers any privacy notice required by law (your tenant page’s auto-generated Privacy Policy covers this); and (c) only give 24bookin instructions that are themselves lawful. Accepting these Terms at signup is your written authorisation for 24bookin to process your customers’ personal data as described here and in the Privacy Policy.
Payment data is different. This DPA covers the customer personal data described above (name, email, phone number, booking history) — not card or payment data. Each Provider holds their own account directly with Stripe and provides Stripe with the information Stripe requires on that basis, under Stripe’s own terms, not as an instruction routed through 24bookin. Stripe still appears as one of our sub-processors (see the Privacy Policy) for the parts of payment processing 24bookin directs on your behalf — for example, facilitating checkout and collecting 24bookin’s booking fee.
4. Payments & fees
Payments are processed via Stripe Connect. On the Free plan, a small transparent fee is added to the customer’s payment at checkout; on the Pro plan the Provider covers standard card processing instead and no fee is shown to the customer. 24bookin’s own transaction fee is non-refundable — if a booking is cancelled or refunded, the amount paid to the Provider (or back to the customer) is adjusted accordingly, but 24bookin’s fee for facilitating that payment is retained, the same way a card network’s own processing fee is never returned on a refund. This applies regardless of how a refund is issued — using the dashboard’s own refund tool, or directly through the Provider’s own Stripe account. A refund issued directly through Stripe is recognised and reflected in the dashboard automatically, but is not capped or reviewed by 24bookin the way a dashboard-issued refund is — Providers are responsible for any amount they refund that way, and 24bookinrecommends using the dashboard’s refund tool for any refund connected to a booking made through the platform.
Minimum price and free bookings. The smallest amount that can be taken by card is £2 (before the booking fee), so services and extra charges can’t be priced below £2, and a discount never leaves less than £2 to pay. A discount that covers the whole price (for example a stamp-card reward or a 100% promo code) makes the booking free: no card is needed and no booking fee is charged. On the Free plan, the booking fee is set to cover card processing at Stripe’s standard rates, so the Provider receives their full price. If Stripe’s own pricing changes, 24bookin may adjust the booking fee or pass on the difference, with notice.
Disputes and chargebacks. Providers hold their own account directly with Stripe and are the merchant of record for payments taken through their booking page. If a customer disputes a charge with their bank instead of using the refund tools in the dashboard, Stripe will debit the Provider’s own Stripe balance for the disputed amount, plus Stripe’s own dispute fee (typically £15 for a UK account or the equivalent in the Provider’s own currency, set by Stripe and subject to change — see Stripe’s own fee schedule for the Provider’s account). This applies even where the underlying booking was fully paid and completed. 24bookin’s booking fee is not refunded or reversed in this situation, the same as any other refund under this section. Providers are strongly encouraged to resolve a payment issue directly with the customer, or issue a refund from the dashboard, before it becomes a dispute — Stripe’s dispute fee applies regardless of the outcome, even where the Provider successfully contests it. If the Provider wins a dispute, Stripe returns the disputed amount (but not its dispute fee) to the Provider’s Stripe balance, and the dashboard’s revenue figures count that booking again.
Bookings paid in cash. A Provider may record a booking they added themselves as paid in cash. Such payments are made directly between the Provider and their customer, outside 24bookin and Stripe: 24bookin does not process, hold, or refund that money, and any refund of a cash booking is the Provider’s own responsibility to hand back. Recording a cash refund in the dashboard only updates the Provider’s figures. Because 24bookin is funded by the online booking fee, the number of bookings that can be recorded as cash each month on the Free plan is limited, as shown on the Plan page; it may be adjusted with notice. The same monthly limit covers extras paid in cash and bookings made free by the Provider’s own promo code or sale (free stamp-card and loyalty rewards don’t count, since customers earn those with paid bookings), and it grows only with bookings paid online.
Promo codes and sales. Each Provider sets the rules for their own promo codes and sales — the discount, which services it covers, any minimum spend, start and end dates, and how many times it can be used in total and by each customer. A discount is never stacked with another: the single best one available for a booking is applied. The booking fee on the Free plan is calculated on the discounted price. A code counts as used only once the booking is paid for. Where a code has a limited number of uses, a customer who has started paying with it holds one of those uses for up to 30 minutes, so another customer may briefly see the code as fully used; if the payment isn’t completed in that time, the use is released.
5. Loyalty points
A Provider may switch on an optional loyalty points program for their shop. Where they do, the following applies to both the Provider and their customers.
If you are a Provider. Turning loyalty on means you are making a promise to your customers to honour the points they earn and the rewards you’ve configured — 24bookin provides the mechanism, but you are responsible for the liability it creates, the same way you are the merchant of record for a booking under §2. Points are earned on your own price for the service, not on 24bookin’s transaction fee, since that fee is never your revenue to reward against. You may change your earning rate or reward tiers at any time, but a change only applies going forward — it cannot reduce the value of points a customer has already earned. If you turn the program off, or close your account, customers’ existing point balances are frozen, not deleted, for as long as your account remains open; if your account closes, those points become void, since there is no shop left for them to be redeemed against. You may set a point-expiry period (shown to the customer); if you don’t, points do not expire.
If you are a customer. Points earned with one Provider have no value at any other business, cannot be exchanged for cash, and are only worth what that Provider’s own reward menu says they’re worth at the time you redeem them. Redeeming a reward issues a one-time discount code valid for 24 hours — if it isn’t used in that window, it expires and the points are returned to your balance automatically. Discounts are never stacked: if a bigger discount (an active sale, or an earned stamp-card reward) is already available on a booking, that one is applied instead of your redeemed code, and the code is treated as unused — it still expires normally and your points still come back, so redeeming never costs you anything even when it turns out not to be the best available deal. Points follow the money: if a booking is refunded, the points it earned are taken back in the same proportion (all of them if the payment is reversed through a bank dispute), though never below a zero balance; and if a booking you used a reward on is fully refunded, the points you spent on that reward are returned. 24bookin is not responsible for a Provider pausing or ending their loyalty program, though your existing points stay on record rather than being deleted while that Provider’s account remains open.
6. Acceptable use, warnings & suspension
What we monitor. To keep the platform safe for customers and fair for every Provider, we review account activity such as chargebacks and disputes, customer complaints, refund and no-show patterns, the share of bookings recorded as cash, the content of booking pages, and sign-in activity. A small number of named 24bookin staff can view a Provider’s dashboard for this purpose; every such access is logged (see the Privacy Policy).
Grounds for action. We may warn, suspend or terminate a Provider’s account where we reasonably believe there has been: (a) fraud, or activity designed to deceive customers or 24bookin; (b) an unusually high level of chargebacks or unresolved customer disputes; (c) repeated complaints about bookings not being honoured; (d) a pattern of moving online bookings off the platform, or recording them as cash, to avoid the booking fee; (e) marking bookings as no-shows to withhold refunds customers were owed; (f) prohibited content or services on a booking page, including anything unlawful, discriminatory, or outside what the account represents; (g) signs the account has been accessed by someone other than its owner; or (h) any other breach of these terms.
Warnings. Where the issue is minor or first-time, we will normally email the account owner a warning that names the reason and what needs to change. The booking page stays online. A warning is recorded on the account.
Suspension. Where the issue is serious, repeated, or presents an immediate risk to customers, we may suspend the booking page without a prior warning. Suspension takes the page offline immediately: customers see that online booking is temporarily unavailable and cannot make new bookings. We email the account owner the reason and how to appeal. Suspension does not by itself cancel existing bookings, does not decide any refund (refunds are handled per booking under §4), and does not affect money already paid out to the Provider. The Provider can still sign in to their dashboard to manage existing bookings and to respond.
Appeals. A Provider may contest a warning or suspension by emailing appeals@24bookin.com with any relevant evidence. We aim to reply within 3 working days. If we are satisfied the issue is resolved or was a mistake, we reinstate the booking page and say so by email. A further suspension after reinstatement may be permanent.
Termination. We may terminate an account for a serious or repeated breach, or where required by law or by our payment processor. On termination the booking page is removed. Customers’ personal data (names, contact details, notes, loyalty points) is permanently deleted 30 days after the account closes; booking and payment records are kept, without names or contact details, only as long as needed for legal, accounting and dispute purposes. Providers may export their data before closing.
Inactive accounts. If a shop has no bookings and nothing changed in the dashboard for 60 days, we email the account owner a warning. If nothing changes for a further 14 days, the account is closed automatically — the same as a Provider closing their own account: the booking page and dashboard access stop working, but records are retained as described under Termination above, not deleted. Signing in, or taking a booking, at any point before closure cancels the timer.
7. Service availability & maintenance
We work to keep 24bookin available at all times, but we do not guarantee uninterrupted access. We may temporarily suspend access to the platform — including a Provider’s booking page and dashboard — for maintenance, updates, upgrades, or to address a technical or security issue. Where practical we aim to schedule this outside peak hours and keep it brief, but we do not guarantee advance notice, and are not liable for bookings missed or delayed as a result of such downtime.
24bookin is built and run by a small team, and offered free of charge to Providers on the Free plan — we are not a staffed support desk with guaranteed response times or an SLA. We read every bug report and suggestion submitted through the platform (see “Report a bug”) and fix what we can, but we cannot promise a reply, a timeline, or that every request will be actioned.
8. Liability
24bookin provides the booking and payment platform “as is”. We are not responsible for the quality, safety, or delivery of services booked through a Provider’s page — disputes about the service itself are between the customer and the Provider. Nothing in these terms limits liability that cannot lawfully be limited under UK law.
If you are a customer and a Provider has behaved unlawfully — fraud, unsafe practice, discrimination, or similar — this is a matter between you and that business, not 24bookin. You can report it to the relevant authority: Citizens Advice or Action Fraud / your local police for a criminal matter, or your card issuer for a chargeback on the payment itself. You can also let us know at the contact below so we can review whether the Provider’s account should be suspended (§6) — but 24bookin does not investigate, mediate, or compensate for disputes about the service a Provider delivered.
9. Governing law
These terms are governed by the laws of England and Wales.
10. Contact
24bookin is a self-service platform and doesn’t offer live support. For a legal query about these terms: privacy@24bookin.com.