Booking policy
Cancellation & Deposit Policy
Clear, fair terms for changing or cancelling an appointment through TressTime.
Last updated: August 8, 2026
Cancellation deadline
You can cancel your appointment up to 10 hours before its scheduled start time. If you cancel within that 10-hour window, or simply don't show up, your deposit is forfeited to the shop.
Rescheduling
Rescheduling directly updates your existing appointment. It is not treated as a cancellation and does not affect your reliability or deposit eligibility.
Deposit eligibility
Deposit eligibility is assessed separately for each barbershop, not across TressTime as a whole. If you have 4 qualifying customer-initiated cancellations at the same shop within a rolling 12-month period, future bookings at that shop may require a reliability deposit.
Shop-wide deposit requirement
A barbershop may also choose to require a deposit for every booking, independent of a customer's cancellation history. This option is available only after the shop completes Stripe setup.
Deposit amount
A barbershop owner may configure a shop-wide deposit between 2% and 50% of the service price, with a default of 10%. If both a shop-wide deposit and the reliability policy apply, the higher percentage is charged. For example, at the default rate, a £20 service would require a £2 deposit.
Payment, balance, and cancellations
The customer pays only the required deposit online. The remaining balance is paid directly to the shop at the appointment unless the shop tells you otherwise. If you cancel at least 10 hours before your appointment, your deposit is automatically refunded, minus TressTime's platform fee. Cancelling within 10 hours of your appointment, or not showing up, forfeits the deposit to the shop.
If the shop cancels your appointment
If a shop rejects or cancels a booking you've already paid a deposit for, you'll be asked to choose: pick a new time at the same shop on the same deposit, or get a full refund. If you don't choose within 24 hours, your deposit is automatically refunded.
Exclusions and fairness
Only qualifying customer-initiated cancellations count toward deposit eligibility above. Shop, staff, or system cancellations, booking rejections, no-shows, direct reschedules, and historical cancellation records with no recorded customer actor do not count.