Cancellation & Deposit Policy
Last Updated: August 2026
Entity: Rootli Group Ltd (Company No. 14167623, London, UK) · Governing laws: Consumer Rights Act 2015 · Consumer Contracts Regulations 2013 (Reg 28)
Every Rootli booking is secured with a 50% deposit processed via secure Stripe escrow. This policy outlines how deposits, cancellations and reschedules are managed. It operates alongside — and never overrides — your statutory rights under UK consumer law.
01Client Cancellations & Deposit Tiers
Cancellation timelines are calculated strictly from the scheduled appointment start time.
| Cancellation window | Deposit outcome | Secure-service fee |
|---|---|---|
| More than 48 hours before | 100% deposit refunded to the original payment method. | Non-refundable admin fee |
| Between 24 and 48 hours before | 50% deposit retained by the specialist; remaining 50% refunded. | Non-refundable admin fee |
| Less than 24 hours before / no-show | 100% deposit retained by the specialist as liquidated scheduling loss. | Non-refundable admin fee |
Arriving more than 15 minutes past your scheduled start time without prior specialist approval may result in appointment cancellation and treatment as a No-Show under the < 24h tier above.
Failure to complete a mandatory chemical or colour allergy patch test at least 48 hours prior to an appointment results in cancellation under the < 24h tier, to compensate the specialist for reserved time.
Refund processing. Approved refunds are issued automatically via Stripe to your original payment card and typically settle within 5 to 10 business days.
02Reschedules & Appointment Transfers
- More than 48 hours notice. You may transfer your deposit to a new date or an alternative specialist free of charge, subject to specialist availability and acceptance.
- Less than 48 hours notice. Deposits cannot be transferred to a new slot within 48 hours. The original booking must be cancelled under the deposit tiers in §01 and a new booking submitted.
03Specialist Cancellations & Reliability Guarantee
If an independent specialist cancels your booking for any reason, you are protected in full.
Where you cancel, the platform secure-service admin fee is always retained. Where the specialist cancels, you receive a 100% refund of everything paid — deposit and admin fee included.
- 100% instant refund. Full cash refund of every amount paid — including the 50% deposit and the platform secure-service fee — issued immediately via Stripe.
- Priority re-booking assistance. Rootli Support will actively help identify comparable verified specialists with matching availability in your area.
- Specialist penalties. Unexcused specialist cancellations incur administrative reliability penalties and can result in profile demotion or suspension from Rootli search.
04Travel, Wedding & Bespoke Event Enquiries
Long-distance nationwide travel, bridal parties and bespoke corporate events are quoted individually.
- Travel deposits, team mobilisation costs and cancellation schedules for bespoke bookings are governed strictly by the Custom Event Quote Agreement signed prior to checkout.
- Custom event terms take precedence over the standard 48-hour tiers outlined in §01. See the Corporate Engagements Addendum for brand and shoot kill-fees.
05Emergency Waivers, Disputes & Chargebacks
In cases of documented severe emergency (hospitalisation, bereavement, or extreme weather / transport breakdown), Rootli may waive deposit retention. Formal evidence must be submitted to support@rootli.co.uk within 48 hours of the missed appointment.
Service quality complaints. If your appointment was delivered but fell short of agreed professional standards, do not use cancellation channels. Log a claim under our Complaints & Dispute Resolution Procedure within 48 hours for mediation.
Retained deposits under this policy represent a genuine pre-estimate of lost earnings for reserved specialist time. Initiating fraudulent bank chargebacks for validly retained deposits breaches our Consumer Terms of Service.