Terms of Service

PrimpHub is a marketplace. Professionals and salons list their services; customers book them. The service itself is provided by the professional, under a contract between you and them. PrimpHub takes the booking, holds and releases the payment, and helps if something goes wrong — it does not perform the service and is not a party to it.

PrimpHub is operated by LinkMind LTD, a company registered in England and Wales (company number 17475817), whose registered office is Flat 707, 9 Gilham House, Southlake Road, London SE28 0PE. "PrimpHub", "we" and "us" in these terms mean LinkMind LTD. You can contact us at support@primphub.com.

You must be at least 18 years old to create an account or use PrimpHub, whether you are booking a service or offering one. By creating an account you confirm that you are 18 or over. If we learn that an account belongs to someone under 18, we will close it.

• Give accurate details and keep them up to date.
• Keep your password safe; you are responsible for what happens under your account. Tell us immediately if you think it has been used without your permission.
• One person, one account. Professionals working under a salon are linked to it as team members rather than sharing a login.

A booking is confirmed when the professional accepts it (or immediately, where they have auto-confirmation on). The price shown when you book is the price you pay, in the professional's currency; travel fees for home visits are shown before you confirm.

Each professional sets their own cancellation window and deposit. These are shown on their profile and at checkout. Cancelling inside the window, or not turning up, may mean the deposit is kept. If a professional cancels, you are refunded in full.

Your rights under consumer law. If you book as a consumer, your contract for the service is with the professional, and the law gives you rights that neither the professional's policy nor these terms can take away:

• The service must be carried out with reasonable care and skill, and as described. If it is not, you can ask for it to be put right or, if that is not possible or not done within a reasonable time, for some or all of your money back (Consumer Rights Act 2015).
• The Consumer Contracts Regulations 2013 give a 14-day right to cancel many services booked online, but not services related to leisure activities booked for a specific date. Whether a particular hair, beauty or wellness appointment counts as a leisure service is not settled in law, so we do not ask you to give up any right you may have. Where that right does apply and you asked for the appointment to take place within the 14 days, you lose it once the service has been fully provided, and if you cancel after it has started you may have to pay for the part already provided.
• If you think you are entitled to cancel and the professional disagrees, contact us and we will look at it with you.

Customers never pay a PrimpHub fee. You pay the price the professional or seller set, plus any travel fee for a home visit and delivery on shop orders, all shown before you confirm. Card payments are processed by Stripe.

What professionals and sellers pay is deducted from their side of each card payment, never added to the customer's bill, and is shown in the Finance section before it is paid out:

• Free plan — a booking commission of 5% of each card booking, with card processing included in that 5%. If a different rate has been agreed for your account, it is the one shown in your Finance section.
• Paid plans (and the free trial of a paid plan) — 0% booking commission. Only a standard card processing fee is deducted: a standard card processing fee of 1.5% + 20p (UK cards; other currencies at their published rate shown in your plan settings), which may differ from what the card network charges for a particular payment.
• Shop sales — a commission on the goods, not on delivery, of 8% on the Free and Starter plans, 6% on Pro, 5% on Business and 4% on Enterprise, with card processing included. It is deducted from the seller's payout.
• Cash or bank-transfer payments that professionals record themselves carry no PrimpHub fee.

The current rates are also on the Plans page and in the Help Centre. The rate that applies to a payment is the one in force when the payment is taken; a later change never applies to a payment already made.

When the money is paid out. PrimpHub holds a card payment until the service has been provided or the order has been delivered, and then releases it to the professional or seller after a short protection window, during which the customer can report a problem. An appointment's payment is released once the appointment has been marked complete and its window has passed; a shop order's window starts when the carrier reports the parcel delivered. A customer who is happy can end the wait early by confirming. The length of the window is shown in the app.

If the professional doesn't mark an appointment complete, we mark it complete automatically after a set period, unless the customer has reported a problem.

An open complaint or dispute about a booking or order holds the release of its payment until it has been resolved.

Nigeria. Card payments for Nigeria-based professionals are coming soon. Until they are available, bookings with those professionals are paid as the professional arranges, for example in cash or by bank transfer, and PrimpHub takes no fee on those payments.

Refunds for a completed service are at the professional's discretion unless a dispute is upheld (see below), and always subject to your rights under consumer law.

• You must hold the qualifications, insurance and licences your work requires, and keep the verification documents you upload current.
• You set your own prices, hours and policies and are responsible for delivering the service as described, and for meeting your own obligations to customers under consumer law.
• Subscription plans renew monthly or yearly until cancelled; features are as described on the Plans page at the time of purchase.
• Taking a PrimpHub customer off-platform to avoid PrimpHub's fees is a breach of these terms.

Only professionals whose account is active and whose listing is switched on appear. A customer's country is used as a preference: we show professionals in that country first and, if there are none, professionals elsewhere. Filters a customer chooses (category, treatment, price, rating, verified only, home visits, distance, open hours) remove listings that do not match; they do not reorder the rest.

Within those results, the order is set as follows, most important first:

• Search on the website, "Recommended" order (the default): first, professionals our team has marked as featured; then average customer rating weighted by the number of reviews, so that a rating backed by more reviews counts for more, up to 50 reviews; then the number of reviews.
• Browsing lists: average rating, then number of reviews. In the apps, when we know where the customer is (from their phone or a place they chose), the nearest professionals are shown first instead, unless the customer picks "Top rated".
• Orders a customer picks: by rating, by lowest or highest starting price, or by distance.

Verification and availability are shown on listings and can be used as filters, but do not move a listing up or down. Your subscription plan does not affect your position, and there is no way to pay for a higher position. Featuring is an editorial choice by our team, recorded with a reason; it is not sold and is not part of any plan. Ratings come only from reviews by customers of completed bookings.

We may hide a listing, restrict features, suspend an account or end our agreement with a professional for these reasons: a breach of these terms; harm or a credible risk of harm to customers or others; fraud, suspected fraud or payment abuse; illegal or abusive content or conduct; verification documents that are false, expired or not provided when required; repeated or serious upheld complaints; or where the law or a regulator, court or payment provider requires it.

• Restriction or suspension: we tell you by email and in the app, at the time it takes effect or before, with a statement of the specific facts and the ground in these terms that the decision is based on.
• Ending the agreement: we give you at least 30 days' notice and a statement of reasons, except where the law requires us to act sooner, where we have an overriding legal reason to, or where you have repeatedly breached these terms. In those cases we still give reasons without undue delay, unless the law prevents us.
• You can challenge any of these decisions through the complaint process below. If we reverse a decision, we restore your account and listing promptly, with the data you had before.
• Bookings already made are honoured or refunded, and money owed to you for services already provided is paid out, less any amount held because of an open dispute or that we are entitled to recover.

If you are unhappy with something we have done that affects your business — a restriction or suspension, your ranking, a fee, a payout, a dispute decision, a technical problem — you can complain free of charge from Support in the Studio or by emailing support@primphub.com with "Complaint" in the subject.

• We acknowledge a complaint within 5 working days.
• A person reviews it, considers what you send us, and gives you a written answer about your own case, normally within 30 days. If a complaint needs longer, we tell you why and when to expect an answer.

If our complaint process does not resolve the matter, we are willing to try mediation in good faith with an independent mediator, for example one accredited by the Civil Mediation Council, agreed between us at the time. We have not appointed specific mediators in advance; if you ask, we will propose at least two. We will pay a reasonable share of the mediator's costs. Mediation is voluntary and does not stop either of us going to court.

• Your bookings and clients: the name, contact details, booking history and notes of customers who book with you, and your messages with them — to provide your service, and not for anything else that data protection law would not allow.
• Reviews left about you, and your finance records: payments, fees deducted, refunds, payouts and invoices.
• Analytics and exports: profile and booking analytics and the profit and loss export are part of the paid plans.
• Your own data: you can download a copy of your account data from the privacy settings at any time while your account is open. After it closes, email us and we will send you what we still hold; financial records are kept for as long as the law requires, as the privacy policy explains.

PrimpHub has access to all data on the platform, to run it, keep it safe, handle disputes and meet legal obligations. We do not give one professional data about another professional's customers or sales. How we handle personal data is set out in the privacy policy.

Different treatment by plan. Paid plans differ from the Free plan in the fees above and in the features listed on the Plans page — for example a larger portfolio, video, promotions, selling products, team accounts, analytics, calendar sync, last-minute slots and priority support. Last-minute slots appear in the app's last-minute listings, which are available only to plans that include them. Plans do not change your position in search, and we do not give our own services or any business we control preferential treatment, because we do not sell beauty services or products ourselves.

Extra services. We do not offer customers our own goods or services, or third-party products such as insurance or credit, alongside your listings. Products you add to a booking are yours, sold on these terms.

Selling elsewhere. You are free to offer your services and products through other channels, on any terms and at any price. The only restriction is the one above: you must not move customers you met through PrimpHub off the platform to avoid our fees, because those fees are what pay for finding the customer and running the platform.

Treat each other with respect. Harassment, discrimination, threats, fake reviews, and misuse of another person's information are not allowed and can lead to suspension. Reviews must be honest and about your own experience.

If a service was not as agreed, raise it with the professional first through Messages. If that does not resolve it, open a complaint or dispute in the app. While it is open, the payment for that booking or order is not released. PrimpHub will review the evidence from both sides and may issue a full or partial refund, or take no action. Our decision on the platform is final, but does not affect your legal rights, including your right to go to court.

You keep ownership of photos, reviews and messages you post. You give PrimpHub a licence to show them on the platform for the purpose you posted them. Do not upload anything you do not have the right to share.

PrimpHub has zero tolerance for objectionable or abusive content and for abusive users. That covers reviews, photos, profile details and messages that are harassing, hateful, threatening, sexually explicit, violent, misleading, or that share someone else's private information, as well as anyone who posts such content or uses the platform to abuse other people.

• You can report a review, a message or a conversation from inside the app, and you can block another user so that they can no longer message you.
• Anyone, with or without an account, can report a profile, a listing, content or a safety concern at primphub.com/report.
• We review reported content and act on it within 24 hours. Action can include removing the content and suspending or permanently removing the account of the user who provided it.
• Accounts removed for abuse may not be re-opened, and we may refuse a new account to the same person.

PrimpHub is responsible for running the platform with reasonable care and skill. The professional, not PrimpHub, is responsible for the service they provide, including its quality and any injury or loss it causes; your rights about the service are against them, and we will help you through the complaint process.

We are not responsible for loss that was not reasonably foreseeable when you started using PrimpHub, or for events outside our reasonable control. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited or excluded by law, and nothing affects your statutory rights as a consumer.

We may change these terms, for example when the law changes or we change what PrimpHub does. We tell professionals about a change by email and in the app at least 15 days before it takes effect, or longer where you need time to adapt — unless the law requires an earlier change or it is needed to deal with an unforeseen and imminent danger such as fraud or a security threat. Customers are told about material changes before they take effect. If you do not accept a change you can close your account before it takes effect. A change never applies to a booking or payment already made.

You can close your account at any time from Settings. We can suspend or close an account that breaks these terms, with notice where we reasonably can; for professionals, section 8 sets out the notice and reasons we give. Bookings already made are honoured or refunded.

These terms are governed by the law of England and Wales, and the courts there have jurisdiction, without taking away protections you have under the law of the country you live in. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.