Legal & Marketplace Terms

1. The Rootli Standard

Rootli Group Ltd (“Rootli”) operates a curated marketplace that connects clients with verified independent Afro-hair specialists across the UK. Rootli is a technology platform, not a hair salon, not a service provider, and not the employer of any stylist on the platform.

By using Rootli you agree to uphold the ‘Sanctuary’ environment of professional excellence, hygiene, and mutual respect that defines the platform.

2. Bookings & Deposits

The price you see at checkout is the contractual price for your appointment. A 50% deposit secures the slot and is collected through the platform. The remaining balance is settled directly with the stylist (or via the platform once card processing is enabled). A Secure-Service Fee may apply and is shown before checkout.

Chemical and colour services require a mandatory patch test at least 48 hours before your appointment. You arrange this directly with the stylist. By booking a chemical or colour service you confirm acceptance of the in-app Allergy & Patch Test Agreement.

3. Complaints Procedure & Service Level

We aim to resolve every complaint quickly, fairly, and in line with the Consumer Rights Act 2015 and the Alternative Dispute Resolution Regulations 2015.

1. Raise it in-platform. Use the Rootli Support area inside the app or your booking confirmation email to log your complaint.
2. Email channel. You can also write to support@rootli.co.uk. Our London-based support team is active Mon–Fri, 9am–5pm and typically responds to all inquiries within 24 business hours.
3. Mediation. If the complaint cannot be resolved between you and the stylist directly, Rootli will mediate and aim to reach a written resolution within 7 working days of receiving full details.
4. Statutory escalation. Nothing in this procedure removes your statutory rights. You may also contact Citizens Advice or an approved Alternative Dispute Resolution (ADR) provider.

4. Cancellations, Refunds & Statutory Rights

• Client cancellation. Deposits may be retained where a booking is cancelled at short notice, subject always to your statutory rights under the Consumer Rights Act 2015. Where a stylist has not yet incurred costs, refunds will be processed in line with those rights.
• Stylist cancellation. If a stylist cancels, you receive a full refund of any amounts paid plus a £25 Rootli Credit as per our reliability commitment.
• Service not as described. If a service falls short of what was agreed, raise it via the Complaints Procedure above. Your statutory remedies (repeat performance, price reduction, refund) apply against the independent stylist as the service provider.

5. Platform Role & Limitation of Liability

Rootli is a booking platform. We do not perform hair services. Each stylist is an independent professional responsible for their own work, their tools, their premises (or the home visit), and their insurance.

To the maximum extent permitted by law, Rootli is not liable for allergic reactions, physical injury, property damage, or the outcome of any service delivered by an independent stylist. Nothing in these terms excludes liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be excluded by law.

6. Dispute Resolution, Privacy & Governing Law

Disputes between clients and stylists are first mediated through Rootli Support under the Complaints Procedure in §3. You retain all statutory rights under the Consumer Rights Act 2015 and the Alternative Dispute Resolution for Consumer Disputes Regulations 2015. Nothing in these terms requires you to give up your right to bring a claim in the courts of England & Wales.

Personal data is processed in line with UK GDPR — used only to operate bookings, verification, and booking notifications, and never sold. These terms are governed by the laws of England & Wales.