Customer Terms

When you book or buy from a business listed on Cobbtree, you enter a contract with that business for the appointment, treatment, product or other offering. The business sets the description, price, staff, premises and cancellation rules you see at checkout (subject always to your statutory rights).

These Customer Terms are your contract with COZQ Limited for use of the Cobbtree customer service. They do not make us a party to the appointment itself.

COZQ Limited provides technology: search and discovery, booking software, customer accounts, and a connection to Stripe so a participating business can take card payment. We are not:

• the supplier of the beauty, hair, wellness or other treatment;
• a bank, e-money issuer or payment institution;
• the merchant of record for money you pay a business for its own sales;
• a commercial agent appointed to conclude the treatment contract in our own name.

More detail sits in the Payments Terms.

Businesses on Cobbtree are independent. They are responsible for licences, insurance, hygiene, qualifications, premises, VAT on their sales, and the quality of what they supply. We do not guarantee that a listing, photograph, price or review is complete or current. Report misleading listings to [email protected].

A business cannot use Cobbtree to take away rights you have under UK consumer law. If a cancellation policy conflicts with a right you cannot be asked to give up, that right still applies.

Availability comes from the hours, staff and services the business configures. A confirmed booking is an appointment with that business. You will see a confirmation in the product and, where email or push is enabled, a confirmation message.

We do not guarantee that a particular professional will be available, that a treatment will be suitable, or that walk-in capacity exists beyond what the diary shows.

Prices are set by the business. Where VAT applies to the business's sale, the checkout should show the amount payable. Smart pricing, promotions, loyalty, membership rates and deposits may change the figure you are asked to pay. Mandatory charges that apply to that booking are shown before you confirm. We do not add a hidden Cobbtree checkout fee on top of the price the business quotes to you for the appointment.

A business may ask for a deposit or full prepayment to hold a time. The amount and what happens to it if you cancel are shown before you pay.

Card payments for a business's sales are processed by Stripe on that business's connected Stripe account. The named business is the merchant. Saved cards, where you choose to store one, are stored by Stripe as tokens, not as full card numbers on Cobbtree systems.

You authorise the business (through Stripe) to charge the selected method for the amount you confirm, and for a cancellation or no-show charge that the business disclosed and that you agreed to, where such a charge is lawful.

Each business sets a cancellation policy. You must be able to read it before you confirm. If you agree to it at checkout, it applies in addition to these Customer Terms, except where consumer law says otherwise.

Rescheduling is a change the business's diary allows. A no-show may lead to a charge if that was clearly disclosed. We cannot force a business to waive a lawful fee, and a business cannot use a policy to override rights that cannot be excluded.

Ask the business first about refunds, quality, hygiene or a missed appointment. The business and Stripe handle refunds, disputes and chargebacks on that business's charges. We can help you identify the business and we can look at platform records. We cannot spend money from a connected Stripe account we do not own.

If you are unhappy with how we operated the Cobbtree software itself, email [email protected].

Some businesses sell retail products for collection at an appointment, prepaid packages, recurring memberships or gift cards. Those contracts are with the business. Recurring memberships renew until cancelled in the way the business and Cobbtree membership screens describe. Unused package credit follows the rules the business set for that package, subject to consumer law.

Gift cards issued by a business are covered by the Gift Card Terms. Cobbtree does not currently issue a Cobbtree-wide gift card that can be spent at every venue.

After an eligible visit you may be invited to leave a review. Reviews must be honest. See the Review Policy.

The business and Cobbtree may send booking reminders, receipts and other service messages. Marketing messages from Cobbtree or from a business require an appropriate lawful basis. You can opt out of Cobbtree marketing without losing transactional messages.

Keep your details accurate. You may close a customer account in the Cobbtree mobile app (Account, then Security, then Delete my account) or by emailing [email protected]. Deleting your login does not erase a business's legal records of appointments or payments.

Do not misuse the platform. We may suspend accounts for fraud, abuse or review manipulation.

If a business stops trading, prepaid value (including gift cards, packages and memberships) is a matter between you and that business. We will take reasonable steps to stop new online bookings for a closed listing. We are not a guarantor of the business's debts.

If you are a consumer, nothing in these Customer Terms affects rights you have under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 where they apply, or the Digital Markets, Competition and Consumers Act 2024 (including rules on banned unfair practices and fake reviews). Distance-selling cancellation rights may not apply to dated appointment services once the date is reserved, depending on the facts. We do not ask you to waive rights that cannot be waived.

We do not exclude liability that UK law does not allow us to exclude, including death or personal injury caused by our negligence, and fraud.

We are not liable for the acts or omissions of a business, its staff, or its Stripe account, or for the quality or safety of a treatment or product the business supplies. For loss caused by our own failure to provide the Cobbtree customer service with reasonable care, we remain responsible for reasonably foreseeable loss. We are not responsible for loss of profit, business opportunity or other indirect loss that a consumer would not ordinarily suffer from a booking-software failure.

Events outside our reasonable control (including Stripe, app-store, network or widespread infrastructure failure) may delay Cobbtree. We will take reasonable steps to restore service.

These Customer Terms are governed by the law of England and Wales. A UK consumer may also use the courts of their home part of the UK where the law allows. Related documents: Terms of Use, Privacy Notice, Payments Terms.