Consumer Terms of Service
Last Updated: August 2026
Effective Date: August 2026 · Entity: Rootli Group Ltd (Company No. 14167623), registered in England & Wales.
These terms govern your use of rootli.co.uk and the Rootli platform. By creating an account, making a booking, or listing a service you accept these terms.
01The Rootli Standard & Intermediary Status
Rootli Group Ltd (“Rootli”, “we”, or “us”) operates a curated digital marketplace technology platform connecting clients (“Clients” or “you”) with independent, self-employed beauty and hair specialists (“Stylists” or “Specialists”).
Rootli is a technology marketplace, not a hair salon, not a service provider, and not the employer or agent of any Stylist. When you make a booking, the legal contract for the provision of hair services is strictly formed directly between you and the independent Stylist.
By accessing or using Rootli, you agree to uphold the ‘Sanctuary’ standard of professional excellence, safety, hygiene, and mutual respect.
02Bookings, Payments & 14-Day Cooling-Off Exemption
- Pricing & Deposits: The total booking fee displayed at checkout is set by the Stylist. A 50% non-refundable deposit (subject to section 4) secures your appointment slot and is processed securely via platform escrow powered by Stripe Connect. The remaining balance and any non-refundable platform Service Fee are settled as indicated prior to checkout.
- Statutory Cooling-Off Exemption: In accordance with Regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, bookings for beauty services tied to a specific date and time are exempt from the standard statutory 14-day cancellation cooling-off period.
Card processing, fund holding, and payouts are performed by Stripe. Rootli never takes custody, possession, or legal ownership of deposits or specialist earnings. By transacting on Rootli you also agree to the Stripe Services Agreement.
03Chemical, Colour Services & Patch Testing
Chemical, colouring, bleach, or adhesive services require a mandatory skin allergy patch test at least 48 hours prior to your appointment time, arranged directly with your chosen Stylist.
By booking a chemical or colouring service, you acknowledge that the Stylist is solely responsible for administering patch tests and verifying health suitability. Rootli assumes zero liability for allergic reactions, hair breakage, scalp injury, or physical harm resulting from a service.
04Cancellations, Refunds & Deposit Policy
All cancellations must be submitted directly through the Rootli platform:
Cancel more than 48 hours before the scheduled appointment start time and your 50% deposit is fully refunded to your original payment method.
Cancel between 24 and 48 hours prior and 50% of your deposit is retained by the Stylist to cover reserved scheduling costs; the remaining 50% is refunded.
Cancellations made under 24 hours prior, or failure to attend (“No-Show”), result in 100% of the deposit being retained by the Stylist.
If a Stylist cancels your booking at any time prior to the service, you receive an immediate 100% full refund of all monies paid. Any additional rebooking credits or goodwill vouchers are issued at Rootli’s sole discretion and do not constitute a contractual liability.
Full worked examples are set out in the Cancellation & Deposit Policy.
05Complaints Procedure & Service Performance
If a service falls short of professional standards or what was agreed:
- In-App Dispute Logging: You must log your complaint via Rootli Support within 48 hours of appointment completion.
- Platform Mediation: Rootli Support will review evidence (photos, messages, consultation notes) and mediate between you and the Stylist, issuing a binding platform determination regarding deposit disbursements within 7 working days.
- Statutory Remedies: Service remedies under the Consumer Rights Act 2015 (repeat performance, price reduction, refund) lie strictly against the independent Stylist as the contractual service provider. You retain all statutory rights to seek dispute resolution through UK Courts or approved Alternative Dispute Resolution (ADR) bodies.
Full escalation timelines live in the Complaints & Dispute Resolution policy. Or email support@rootli.co.uk.
06Platform Role & Limitation of Liability
To the maximum extent permitted by English law:
- Rootli is not liable for the quality, safety, hygiene, legality, or outcome of any hair service delivered by independent Stylists.
Rootli’s total aggregate financial liability to you for any claim arising out of or in connection with a booking shall not exceed the total platform Service Fee retained by Rootli for that specific booking (or £100, whichever is lower).
Nothing in these terms excludes or limits Rootli’s liability for death or personal injury caused by our gross negligence, for fraud, or for any statutory liability that cannot be excluded under UK law.
07Governing Law & Data Privacy
Personal data is processed strictly in compliance with the UK GDPR and Data Protection Act 2018 as detailed in our Privacy Policy.
These terms are governed exclusively by the laws of England & Wales, and the courts of England & Wales shall have exclusive jurisdiction over any dispute. Questions: support@rootli.co.uk.