How can we help?

PrimpHub has two kinds of account. A customer account is for booking appointments; a professional account is for taking them. You choose which when you sign up, and you can hold both under one email if you both book and work.

Sign up with your email address and a password, or — on primphub.com — continue with Google or Apple. We send a short code to confirm the email is yours; that is what lets us reset your password later and send booking confirmations.

Professionals go through a short onboarding after sign-up: what you do, where you work, your services and prices, and your availability. Nothing goes live until you publish it, so you can take your time.

If your password isn't accepted, use Forgot password on the sign-in screen. We email a reset link that works for one hour. Check your spam folder if it hasn't arrived after a couple of minutes.

If you joined on the website with Google or Apple, there is no password to reset — use Continue with Google or Continue with Apple there, then sign in to the app with the same email once you've set a password from the website's account settings. Apple can hide your real email address, which makes it look like a different account; use the same provider you signed up with.

Codes and links are sent to the exact address on the account. If you've changed email provider or mistyped the address when you joined, message support with the address you think you used and any booking reference you have, and we'll find the account.

The apps follow your phone's language when you first open them. To pick a different one, open More → Language (customers) or More → Settings → Language (professionals) and choose from the list. The change applies straight away and is remembered on that device and on your account.

Notifications and emails follow the same choice. Professionals' service names, descriptions and messages are shown as they wrote them — we don't machine-translate what someone else has written.

When you allow location, Explore can show who is nearest and the distance to each professional. Your location is used on the device for that sort and is not stored on our servers or shown to professionals.

You can say no and still use everything. Use the area chip at the top of Home or Explore to search around a town, neighbourhood or postcode instead — handy when you're booking for somewhere you'll be, not where you are.

The one exception is the home-visit safety check-in, which you set up yourself: if you turn it on, your location at check-in is shared with your named emergency contact and deleted 24 hours after the check-in ends.

Booking confirmations, reminders, messages and changes to an appointment are sent as push notifications when the app has permission, and by email as a record. Some time-critical messages — a same-day cancellation, a professional running late — can also go by SMS.

You control this in Notification settings, from More. Each kind of notification can be switched on or off per channel. Reminders and confirmations are on by default because missing one costs money; marketing is off unless you opt in.

If push notifications have stopped, check the phone's own settings for PrimpHub (Settings → Notifications on iPhone; App info → Notifications on Android) and that the app is up to date. Signing out and back in re-registers the device.

Home shows professionals near you by category — hair, nails, lashes, brows, makeup, massage, barbering, skin and more. Explore lets you filter by what they do, how close they are, whether they're open now, price, rating, whether they see you at their salon or come to you, and whether they're verified.

Search is for when you know a name — a professional, a salon or a service. Salons appear once with their team inside; independents appear as themselves.

Every profile shows their services and prices, portfolio photos, reviews from customers who actually booked, verification badges, opening hours, where they are on a map and how far away that is. Prices shown are the prices you pay: there are no booking fees added at checkout.

Bookings are made from the professional's profile. Choose one or more services, pick the member of staff if it's a salon, and choose a date and time from the slots they have free. You can book weeks or months ahead — the calendar shows every day they've made available.

Some professionals confirm bookings automatically; others review each request first. Either way you'll see the status on the booking and get a notification the moment it's confirmed.

Once confirmed, the booking appears on Home as your next appointment and in Bookings, with directions to the salon or the address you gave for a home visit, the professional's contact details and a message thread.

1. Open a professional's profile and tap Book, or tap a service.
2. Add any other services you want at the same visit.
3. Choose a day and a time. Times shown are already checked against their diary.
4. Say whether you'll visit them or they'll come to you, if they offer both.
5. Add notes — allergies, what you're after, parking — and a promo code if you have one.
6. Choose how to pay and confirm.

You pay when the booking is confirmed, using a card, Apple Pay, Google Pay or PayPal. Card details go straight to our payment provider and never touch PrimpHub's servers; we keep only a reference and the last four digits so you can recognise the card next time.

Some professionals take a deposit up front and the balance after the appointment; others take the full amount at booking. Which applies is shown clearly before you confirm, along with any travel fee for a home visit.

Money you pay is held by PrimpHub and released to the professional 24 hours after the appointment ends. That gap is what makes refunds and disputes possible — if something goes wrong, the money hasn't gone anywhere yet.

Some professionals also accept cash or bank transfer on the day for the balance. If so, the booking says so and the amount still owed is shown on it.

Professionals who come to you set their own travel fee: a flat amount, a rate per mile from their base, or free within a set distance. The fee is calculated from the address you give and shown before you confirm. It never changes afterwards, even if traffic does.

Your full address is shared with the professional only once the booking is confirmed. Before that they see the area.

For your safety at home visits, you can set up a check-in from the booking: name an emergency contact, and if you don't check out when the appointment should have ended, we let that contact know where you are. See Safety for how it works.

Enter a promo code on the booking screen before you confirm, in the Promo code box, and tap Apply. The discount is shown in the price breakdown straight away.

Codes are set by each professional, so a code from one won't work with another. A code can also be limited to first-time customers, to certain services, to a date range, or to a number of uses — the message under the box tells you why one was refused.

Loyalty points, where a professional runs a scheme, are applied on the same screen.

When a professional has a gap today or tomorrow — a cancellation, or time they've opened up — it appears under Last-minute on Home and in Explore. Some are offered at a discount because an empty chair earns nothing.

These book like any other appointment, but confirm quickly: they're visible to everyone nearby and go on a first-come basis.

If the day or time you want is full, tap Join waitlist on the calendar. When a slot that fits opens — because someone cancels or the professional adds hours — you get a notification and a short window to book it before it's offered to the next person.

Joining a waitlist doesn't hold a slot or take a payment. You book normally when the notification arrives.

Open the booking and tap Reschedule. You'll see the professional's free times and can pick a new one; they're notified and the booking updates for both of you. Nothing is charged for moving a booking.

A booking can be moved up to 3 times. After that, cancel and book again — it keeps diaries honest.

Moving inside the professional's notice period counts as a late change: it's still allowed, but a deposit would be kept if the new time is later cancelled. The notice period is shown on every booking.

You can cancel any upcoming booking from the app. Each professional sets a notice period — typically 24 or 48 hours — which is shown on the booking and before you pay.

Cancel outside the notice period and everything you paid is refunded to the original payment method, usually within 5 working days depending on your bank.

Cancel inside the notice period and the deposit is kept by the professional, because their time can no longer be resold. Anything you paid above the deposit is refunded. We never block a late cancellation — telling them is always better than not turning up.

If the professional cancels, you are refunded in full whatever the timing, and we'll suggest nearby alternatives for the same service.

If you don't arrive and haven't cancelled, the professional can mark the booking as a no-show. Any deposit is kept; anything you paid above the deposit stays refundable and is returned unless the professional's policy says otherwise. Repeated no-shows can limit your ability to book without a deposit.

If the professional doesn't turn up or the salon is closed, mark it from the booking or raise a case. You're refunded in full and the case is looked at by our team.

A refund is issued the moment a cancellation or dispute is resolved in your favour. It goes back to the original payment method — the same card, Apple Pay, Google Pay or PayPal account — and typically shows within 5 working days. Some banks take up to 10.

Cash paid on the day isn't held by PrimpHub, so a refund of cash is arranged with the professional; if they don't cooperate, raise a case and we'll mediate.

You'll find every payment and refund, with its status, under Payments in the app.

When a professional offers it, you can make a booking repeat — every few weeks, on the same day and time — from the booking screen. Each occurrence is a separate booking you can move or cancel on its own, and each is paid for as it comes up, not all at once.

ID verified means the professional has shown us photo identification matching the name on the account. Registered business means we've checked their company or sole-trader registration. Insured means a current public liability policy has been provided. Qualified means a training certificate for the category they work in. DBS checked means an enhanced criminal record check has been provided. Home-visit ready means they hold our home-visit certification and infection-control training.

Badges expire when the document behind them does — insurance yearly, for example — and drop off the profile until renewed. A profile without a badge isn't necessarily unsafe; it means we haven't seen that document.

After an appointment is completed you're invited to review it: an overall rating, plus results, cleanliness and value, and words if you want to add them. Only customers who actually had the appointment can leave a review, and each booking can be reviewed once.

Reviews are published as written. Professionals can reply publicly, and can ask us to look at a review that breaks our rules — abuse, someone else's personal details, content unrelated to the visit — but they can't remove a review because it's unflattering. We don't edit ratings.

For appointments at your home or theirs, you can set up a check-in from the booking. Name an emergency contact and, if you choose, share your location at check-in. Tap Check in when the appointment starts and Check out when it ends.

If you haven't checked out a set time after the appointment should have ended, we send your contact a message with the appointment details and, if you shared it, your location. You can also trigger it yourself at any point with the alert button.

Location shared for a check-in is deleted 24 hours after the check-in ends, unless an alert was sent. Professionals can set up the same thing for visits to customers' homes.

If something went wrong — quality, conduct, hygiene, safety, a price that wasn't as agreed, harassment — raise a case from the booking or from Help & Support. Say what happened, attach photos if you have them, and tell us what would put it right.

Cases are triaged by severity. Safety and harassment cases get a first response within 4 hours; most others within 24–72 hours. The other party is shown what you wrote and asked to respond, and you can follow every step in the case thread.

Where money is involved we can refund from funds still held, order a partial refund, or decline. Where behaviour is involved we can warn, restrict or remove an account. Serious safety matters are referred to the police where appropriate.

Every booking has its own message thread — for directions, running late, a photo of what you're after. You can also message a professional from their profile before you book, to ask a question about a service.

Messages stay inside PrimpHub so both sides have a record if there's ever a dispute. Phone numbers are shared only once a booking is confirmed.

Professionals can set automatic answers to common questions — opening hours, parking, deposits — and you'll see when a reply is one of those.

Professionals on Pro and above can connect Instagram and Facebook so messages from those apps arrive in the PrimpHub inbox alongside booking messages, with a booking link one tap away. Connect them under Marketing → Social accounts. We only read and reply to messages you've connected; we never post without you.

Your profile is your shopfront: a clear photo of you, your business name, what you do, where you are (or the area you cover for home visits), opening hours, and your portfolio. Profiles with a photo, at least six portfolio images, verified badges and a few reviews get booked several times more often than bare ones.

Edit it under More → Business profile. Your address is geocoded when you save it so customers get an exact pin and directions; if the pin lands in the wrong place, adjust the postcode and save again.

Photos are grouped by category on your page, and up to five can be set as the slideshow banner at the top. Portfolio limits depend on your plan.

Add services under More → Services. Each has a name, category, duration, price and, optionally, a deposit and a description. Customers see the price you set; PrimpHub doesn't add a fee on top. Commission is taken from what you're paid, not added to what they pay.

Deposits protect your time: a customer who cancels late or doesn't turn up forfeits it. Set one on services where an empty slot really costs you.

In a salon, each service can be assigned to the team members who perform it, with different prices per person if you like. Buffer time before or after a service — for cleaning down or setting — is respected when slots are offered.

Set your weekly pattern under More → Availability: which days, what hours, and breaks. Add time off for holidays or a day you're closed, and it's removed from what customers can book instantly. Bookings already made in that time aren't cancelled automatically — you're shown them so you can move or cancel each one.

You can also control how far ahead customers can book, how much notice you need for a new booking, and your cancellation notice period. Customers see all of these before they pay.

In a salon, each team member has their own pattern, and the rota shows everyone's week together.

Calendar shows every booking with its status, and lets you add a manual booking for a customer who phoned, block time, mark someone as arrived, complete or no-show. Tap a booking for the customer's notes, allergies and history.

Connect Google Calendar or Apple Calendar under More → Calendar sync and PrimpHub bookings appear in it; events already in that calendar block time on PrimpHub so you're never double-booked. Sync is two-way for busy/free, one-way for details.

Business plans include team seats. Under More → Team, invite a member by email; they get their own sign-in, their own availability and services, and appear on your salon page for customers to choose. Roles control what they can see: a stylist sees their own diary and clients, a manager sees everyone's and the finances.

The rota shows who's working when across the week, with each person's booked hours against their scheduled hours, and time off. Tap a person to change their pattern for a week without changing their usual one.

Each member's earnings and bookings are tallied separately in Analytics, so commission or wage calculations match what actually happened in the diary.

On Business plans you can list products for sale at the appointment, record what's used per service, and keep a stock count. When stock falls below the level you set, you get a notification and it shows on the dashboard. Product sales appear in your finances alongside services.

Clients lists everyone who has booked with you: visits, spend, last and next appointment, allergies and beauty profile they've shared, and your private notes (which they never see). You can add a client manually — someone who books by phone — and message any client from their record.

Client data is theirs under data-protection law: if a customer deletes their PrimpHub account, their name is removed from your records while the booking history stays for your accounts.

PrimpHub takes a commission on each booking paid through the app: 3% on the Free plan, 2% on Pro and 1.5% on Business. It's taken from the payment before it's released to you, and every transaction shows the gross amount, the commission and what you receive.

Card processing is included in the commission — there's no separate card fee. Cash or bank transfer taken on the day carries no commission; record it on the booking so your figures are complete.

There are no listing fees, no charge to message customers and no fee for the customer.

A customer's payment is held until 24 hours after the appointment ends, then released to your balance. That day is the window in which a customer can raise a problem while the money is still recoverable — it protects you too, because a refund never comes out of your bank account.

Withdraw your available balance to your bank from Finance → Withdraw whenever you like — there's no minimum beyond £1 and no fee. Bank transfers usually arrive the next working day. Your bank details are entered once under Finance → Payout account and verified before the first payout.

Held, available, in transit and paid out are shown separately on Finance so it's always clear where each pound is.

Open the booking and choose Refund. You can refund all or part of what they paid; it goes back to their original payment method and the commission on the refunded amount is returned to you proportionally. If the funds have already been paid out to you, the refund is taken from your next release or balance.

Cash taken on the day is refunded by you directly; record it on the booking so the history is right.

Every paid booking generates a receipt the customer can download from the booking. On Pro and above you can issue invoices with your logo, business details and VAT number, for customers who need one and for manual or cash bookings.

PrimpHub's own invoices to you — for your subscription — are under Plan & Billing → Billing history.

Finance shows takings, commission, refunds and payouts for any period — presets like last 30 days or a quarter, or any two dates. Analytics adds bookings by day, busiest hours, top services, new versus returning clients and, for teams, figures per member. Everything reconciles to the transactions list, so a figure you see can be traced to the bookings behind it.

On Pro and above you can export the period to CSV for your accountant.

When you join, every feature is switched on for 30 days on the Business plan — the rota, promotions, analytics, calendar sync, everything — with no card taken. It starts the day you finish onboarding and the days left are shown on Plan & Billing.

Choose a plan any time during the month. It starts the day the month ends and nothing is charged before then. If you don't choose one, you move to Free automatically: your bookings, clients and portfolio stay, only the paid tools switch off. You're never charged for something you didn't pick.

We remind you a week before and the day before the month ends.

Free has everything you need to take bookings: your profile, calendar, clients, messages, reviews and payouts, at 3% commission. It's free for as long as you like.

Pro (£29/month) is for an independent professional who is busy: 2% commission instead of 3%, a bigger portfolio, promotions and discount codes, calendar sync, last-minute slots, the social inbox and analytics. At around £2900 a month of card takings the lower commission alone pays for it.

Business (£59/month) is for a salon, studio or mobile team of up to 10 people: everything in Pro, plus team seats, the rota, stock, loyalty schemes and 1.5% commission. Larger groups and chains can talk to us about Enterprise.

Pay yearly and you get two months free. Switch between plans at any time.

Change plan from Plan & Billing → Manage plan. An upgrade takes effect immediately and you're charged the difference for the rest of the period. A downgrade takes effect immediately too — but if it would put you over a limit (more team members or portfolio items than the lower plan allows) we tell you what to remove first rather than hiding anything.

Cancel from Plan & Billing → Cancel plan. You keep everything until the end of the period you've paid for, then move to Free. You can resume before then with one tap. Nothing you've built is deleted on any plan.

Your subscription is billed to a card saved securely with our payment provider — PrimpHub never sees the number. You add it when you first choose a paid plan. To change the card, message support and we send a secure link; the change applies from your next bill. If a payment fails we email you and retry before any feature is affected.

Under Marketing → Promotions, create a code or an automatic offer: a percentage or a fixed amount off, on all services or some, for everyone or first-time customers only, between dates, with a maximum number of uses. Customers enter a code at booking; automatic offers show on your profile and apply themselves.

Every promotion shows how many times it's been used and the bookings it brought, so you know what worked.

Set up a scheme under Marketing → Loyalty: points for every pound spent, or a stamp per visit, and what they're worth. Customers see their balance on your profile and can spend it at checkout.

When you have a gap today or tomorrow, open it as a last-minute slot from the calendar. It's shown to customers nearby under Last-minute and in Explore; add a discount if you want it filled faster. It books like any other appointment and disappears when taken.

Connect Instagram and Facebook under Marketing → Social accounts to bring their messages into your inbox and share your portfolio to them. Your PrimpHub page is indexed by Google, and with a verified profile you can appear in Google's Book with a click results.

Your profile link (primphub.com/your-name) works in a bio, a QR code on the counter, or a text to a client.

Open More → Profile to change your name, photo, phone number and email. A new email address must be confirmed by a code before it replaces the old one, so a typo can't lock you out. Your password and the devices signed in to your account are under More → Security.

Use a password you don't use elsewhere — at least 8 characters, and not one that's appeared in a known breach; we check when you set it. Security lists the devices signed in to your account, and you can sign out of all of them at once if you've lost a phone.

We will never ask for your password by email, message or phone. If you get a message claiming to be PrimpHub that asks for it, forward it to support@primphub.com.

Under More → Your data & privacy, request a download. We gather your profile, bookings, payments, messages, reviews and cases into a file and notify you when it's ready — usually within hours, always within 30 days.

Request deletion under More → Your data & privacy. We confirm by email, then remove your profile, photos, messages, favourites and preferences within 30 days. If you have upcoming bookings we ask you to cancel them first, and any balance owed to a professional must be settled.

Booking and payment records are kept for 6 years as tax and accounting law requires, but with your name and contact details removed — the money trail stays, you don't. Cases about safety are kept so a pattern can be evidenced.

Professionals: deleting your account cancels your subscription and removes your profile from search. Customers' booking history with you stays in their accounts, anonymised on your side.

We collect what's needed to run bookings: your account details, bookings, payments (never full card numbers), messages, reviews, and — if you give them — allergies and beauty profile so professionals can prepare. Professionals see your name, photo, booking details and what you write to them; they never see your payment details.

We use it to run the service, keep it safe, and improve it. We don't sell it. Marketing email is sent only if you opt in. Data is hosted in the UK and EU, with a few providers (payments, push notifications) in the US under standard safeguards.

The full policy is at primphub.com/privacy-policy and covers every category, purpose, recipient, retention period and right in detail.

Open Help & Support in the app and tap Message support to ask anything — you get a case with a thread, and every reply is in the app and by email. For a problem with a specific booking, tap Report an issue on the booking so we see the details straight away.

You can also email support@primphub.com. First responses: safety and harassment within 4 hours, problems with an appointment within 24 hours, everything else within 72 hours, seven days a week.

For press, partnerships or Enterprise plans, email hello@primphub.com.

Your cases are listed under Help & Support with their reference and status: Open, In review, Needs your reply, Resolved or Closed. Open one to read the thread, add information or photos, and see what the other party said. You're notified at every change. If a resolved case's outcome didn't happen, reply on the thread and ask for it to be reopened.