Please contact our technical support at admin@sosbeauty.co.uk

This email is for technical queries such as login issues, pages not loading etc.

Before contacting us try deleting the app and downloading it again from the app store as older version do not support some of the new features we have launched.

(If you haven't received your OTP it means you have either entered a landline number or incorrectly input your mobile number. Please sign up again using the correct phone number)

Due to offering aesthetics treatments on the app we have had to make the decision to restrict accounts to those that are 18+ This applies to both businesses and customers. Although we only allow accounts to be created by those that state they are over 18, it is your responsibility to check with customers up on attending their appointment. You may make it part of your policy to request ID.

Home = Business operating from their own home

Mobile = Business operates by visiting the customer in their home

Salon = Business is based in a Salon/Clinic

When a customer confirms a booking we take the payment immediately. It is then held in escrow in a Stripe account set up by our system, this has to be linked to your bank account so that when the booking is completed it can be paid out immediately.

• Click your profile picture on the top right corner of the home screen

• Click settings

• Click 'Payment Details'

• Complete all boxes (Country needs to say GB)

• Upload ID and proof of address

• Submit the information

Once this is completed you will be able to quote customers

Once a booking is completed the payment is released into your wallet after the client has left a review. If they haven't left a review within 3 days the payment will automatically be released to your wallet and they will forfeit their right to raise a dispute or to claim a refund if they aren't satisfied with the service they have received.

This is an automated process. The idea is that we assume the client is happy with the service received if 3 days have passed and they haven't raised any concerns. We feel this is a fair timeframe to assess if there are any issues before releasing the payment.

After the payment is released into your wallet you then have to request for it to be sent to your bank account. This is processed via Stripe and unfortunately we are restricted by their timeframes. They take around 4-5 working days to process payments.

Our payments processes are completely automated so there is no way for our team to speed this process up unfortunately. This is the case with all digital marketplaces.

Creating an account is FREE

Receiving requests is FREE

Sending quotes is FREE

Confirming a booking - We take a 20% booking fee

Managing cancellations is FREE to the business but we charge customers 50-100% depending of the timeframe they cancel in.

Supporting with Disputes is FREE to both customers and businesses

Sending out Special offers is a one off fee of £3 and then we charge our usual booking fee if the offer is accepted

The system is intelligent, meaning that it only matches you to requests that are in line with the settings you have input in your profile. If you add new treatments to your offering or change your location you need to update this in your settings.

For example, if you are salon based and offering anti-ageing facials, but someone in your area requests a mobile practitioner to do an anti- ageing facial, you won’t see this request. Likewise if you are based 10 miles away from the client but the client specifies they are only willing to travel 5 miles you wont see this request either.

Our app is still relatively new and growing, did you know that Treatwell launched in 2007 but most people only heard of it after the pandemic. Apps take a long time to grow their following and that is why we have made it free for businesses to be on there. There is no charge for receiving requests or quoting them, so if you never get a booking then you don’t have to pay anything.

Just leave the app running in the background and wait until customers in your area start to come onboard!

Treatwell operates on a fixed pricing model, so if you advertise a treatment for example a haircut for £40 that is how much the client pays. If the client arrives on the day of the appointment and they have additional requirements, they then add the extra charges on the spot which is inconvenient.

With our enquiry form we take all of the information upfront, along with photo’s, so that you can provide your clients with an accurate price.

We also take details of disabilities and health conditions which allow you to establish if you are able to offer the treatment being requested.

For example if you are on the first floor of a building with no lift but the customer requires wheelchair access, you will know that you are not best placed to quote them. Whereas on other booking sites the customer can book without sharing this information upfront, and then you would have to refund them.

You don’t need to verify your account in order to send quotes. The verification shows a tick on your profile giving potential customers confidence that you are a registered business with insurance. This can result in more bookings as some customer will prefer to go with verified accounts, however it isn’t essential to be verified.

Yes with our most recent update, customers can make bookings for a friend or family member, they are asked to input the age of the person so you know if they are a minor or an adult and any details of health conditions.

The customer making the booking is responsible for making sure that the person knows when and where their appointment is. They are also responsible for dealing with cancellations and disputes relating to the appointment if they occur. They can choose to input the persons email so that they receive a copy of the booking request.

You can cancel an appointment by going to the specific booking and clicking the cancel button at the bottom.

The customer will receive a 100% refund.

You must cancel bookings using the app (do not text or email them) otherwise the only way a customer can claim their refund is by leaving you a negative review.

To avoid negative reviews please ensure that you cancel the appointment with plenty of notice using the app.

It will take around 5 working days for the clients refund to arrive back in their account

We charge the customer a fee for cancellations as we appreciate that you will still have overheads to cover as a result of a missed appointment.

The cancellation fee is as follows:

More than 4 hours’ notice: You will receive 30% of the treatment fee, the platform will receive the 20% booking fee and the customer will receive a 50% refund.

Less than 4 hours’ notice: You will receive 80% of the treatment fee, the platform will receive the 20% booking fee and the customer will receive 0% refund

Refunds and cancellation fees paid to the business are automated through our system, and will appear in your wallet as soon as the cancellation has been made, you must then follow the withdrawal process to receive the funds in your bank via your wallet which can take up to 5 working days to arrive in your bank.

Customer refunds take up to 5 working days to arrive in their accounts.

Two hours after the appointment time the customer will receive a notification asking them to leave a review.

If they leave a 3, 4 or 5 stars review this will automatically be approved on your profile and the payment for the appointment will be released to your wallet.

If they leave a 1 or 2 stars review they will be prompted to ask if they would also like to apply for a refund. This could be a full or partial refund. If they don’t tick the option to claim a refund, then the full payment will be processed to you as usual, and the review will be added to your profile.

If they tick that they would like to request a refund, they will be advised that the process takes 14 days (to help prevent fraud claims) . You will be sent a dispute notification and asked to provide evidence so that a member of our team can review the claim and decide on the outcome be it no refund/partial refund/full refund. All decisions are final.

We intend to be as fair as possible when making the decision and consider both parties and the cost implications/damage that may have occurred because of the appointment. Please note we can only refund up to the amount that has been paid via our platform and in some instances a partial refund may be awarded. If the customer is seeking additional compensation for issues occurring as a result of the appointment, they would need to claim from your individual insurance policy and it is your responsibility to provide the customer with the details of this. All businesses registered on the platform agree to our terms and conditions relating to insurance requirements when registering for an account and are responsible for their own insurance and any claims made against them.

Special offers allow you to send out notifications to our customers in your area when you either have last minute availability due to cancellations, have reduced price treatments for model appointments to build your portfolio or have a deal for a specific treatment. The cancellation and refund process for the special offers, work the same as the process for regular bookings.

The same as customers can leave a review for your service, you can also leave a review for them, saying if they turned up on time, followed any guidance given prior to the appointment etc. This helps other service providers on the platform to decide whether to quote the customer when they send treatment requests.