Customer terms and conditions

1. Who are these terms for?

These terms govern the use of Bookelya by customers who search for a salon, book a service or manage appointments on the website or in the app. Professionals have separate terms for their business.

Bookelya is operated by KURT Brûsk, a sole trader using the trade name NOWAVE, enterprise number 0803.438.231, VAT BE 0803.438.231, Rue T. Marcotty 5A, 4101 Seraing, Belgium. Contact: contact@bookelya.com.

2. Roles of Bookelya and the salon

Bookelya provides search, booking and tracking tools. The salon identified in the booking sells and performs the service: it sets its services, prices and availability and is responsible for performing them. The service contract is with that professional. Bookelya remains responsible for its own commitments and faults.

3. Customer account and use

Accounts and online booking are reserved for people aged 16 or over. For a younger minor, a parent or guardian creates an account in their own name and makes the booking. The salon remains responsible for checking the authorisations required for a service involving a minor.

Creating a customer account is free. You provide accurate contact details, keep them up to date and protect your login credentials. Report any unauthorised access to support. Use the service for genuine bookings, without fraud, identity theft, unlawful content or harm to security or others’ rights.

4. Booking and confirmation

Before submitting, check the salon, services, date, total price, amount payable online, any remaining balance and the displayed terms. For a paid booking, the professional’s legal details, the nature of the sums paid and the booking terms are presented before payment. Their version is stored with the booking.

Depending on the salon’s choice, the booking is confirmed automatically after payment or remains a request awaiting acceptance. Successful payment therefore does not always mean the appointment is confirmed. For new requests, the displayed response time is a target: exceeding it alerts the salon without automatically confirming, cancelling or refunding the booking. Earlier bookings retain their terms.

5. Online payment and balance at the salon

When offered by the salon, online payment covers all or part of the service price. The amount and its nature are shown before payment; sums paid count towards the price and any remaining balance is paid at the salon. Prices for bookings with online payment are displayed in euros, including all taxes.

Stripe processes the payment directly for the professional. Bookelya does not receive the service price into its own account and does not store your full card number or security code. Payment methods and any bank authentication depend on the available checkout flow. If payment fails or its status is uncertain, check the booking status before trying again or contact support.

6. Cancellation and refunds

You may cancel a request that is still pending, including after its scheduled time if it has not been accepted: the salon then owes you a full refund of the online payment. A refusal by the salon gives the same right. For a confirmed booking, use the cancellation options in your booking tracking or contact the salon if the action is no longer available.

The salon sets its cancellation and no-show terms and is responsible for their legality and proportionality. Bookelya does not approve them and remains responsible for its own obligations, including calculating and displaying the configured rules.

The salon’s rules are shown before payment and kept with your booking. They specify the free cancellation deadline, any retention tiers and the no-show rate. Percentages apply to the deposit paid online or to the stated cap for a service prepaid in full. The salon may waive all or part of a retention.

A retention applies only to amounts paid online: no additional amount is charged. The remainder is refunded without deducting the professional’s Stripe fees. The terms accepted with your booking determine how a no-show is handled; the new terms provide for a full refund when no retention applies. They do not retroactively change earlier bookings or make a service already performed free of charge.

Where it applies, the right of withdrawal takes priority over retentions: before the service starts, a declaration received within the statutory fourteen-day period from conclusion of the contract gives a right to a full refund, even for an appointment scheduled within fourteen days. If the service has started, the legal requirements for an express request, information and proportionate payment must be checked.

The salon carries out refunds owed itself: within 10 days in general, within 5 days after a payment incident or a double payment, and no later than 14 days after being informed of your withdrawal. Bookelya tells you the amount and the deadline, sends reminders to the salon and carries out no refund in its place. A refund that has been requested or is in progress does not mean your account has already been credited; how long it takes to appear depends in particular on Stripe and your bank. Funding difficulties at the salon or restrictions on its account do not remove your right to a refund that is owed.

The salon may also refund you by other means, for example by bank transfer or in cash. It declares this in Bookelya, which informs you by email; if you have not received the amount, you can dispute the declaration with support using the link in that email. If support stops tracking a refund that can no longer be obtained through Bookelya, your right against the salon remains.

On withdrawal, the refund uses the original payment method unless you expressly agree to another method at no cost to you. The salon must retain evidence of your agreement.

If the salon ceases trading or becomes subject to insolvency proceedings, amounts paid for a booking are a claim against that salon only: Bookelya does not hold them and does not refund them in its place. You can assert this claim against the salon or the appointed administrator, and you keep the options to dispute the payment with your bank.

7. Withdrawal and consumer rights

Where the right of withdrawal applies to a service contract concluded at a distance, the period is fourteen days from its conclusion. For a service requested before that period ends, the legal conditions for an express request for performance and, after full performance, loss of the right of withdrawal must be met. Merely booking for a specific date does not, by itself, constitute a waiver.

For a fixed-date booking, the salon may state that the right of withdrawal does not apply, under the exception for services related to leisure activities on a specific date (Article L.221-28 12° of the French Consumer Code in France, Article VI.53, 12° of the Code of Economic Law in Belgium). This information appears in the booking terms presented before payment; the salon’s cancellation conditions then apply. The salon is responsible for this statement, which you may contest with the salon or with support.

The salon’s cancellation policy does not remove mandatory consumer rights. Information about the right of withdrawal and, if the service starts before that period ends, a request for early performance is presented in the booking terms before payment. Payment or acceptance of these terms does not, by itself, constitute a general waiver of your rights.

When the right of withdrawal applies to an online paid booking, the “Withdraw from the contract” link is available in the documents email and your client area. You can submit your declaration without logging in, check the booking, then confirm. A dated acknowledgement can be downloaded and is emailed to you. You can also declare your withdrawal directly to the salon using the contact details in the booking terms.

8. Complaints and support

For questions about the service, price, cancellation or a refund owed, first contact the salon using the details in your booking. For account issues or technical booking or payment incidents, contact Bookelya at contact@bookelya.com with the relevant reference, without sharing your password or full card details.

For a professional established in France, the consumer mediator’s details appear in the paid booking terms. You retain remedies provided by law and the ability to dispute a payment with your bank. Contacting support does not suspend statutory deadlines.

For a dispute with Bookelya that could not be resolved with support, you can contact the Belgian Consumer Mediation Service (consumentenombudsdienst.be / mediationconsommateur.be) free of charge.

Single point of contact under Regulation (EU) 2022/2065 (Digital Services Act), for users and authorities: contact@bookelya.com, in French, English or Dutch. Illegal content can be reported there.

9. Personal data and account deletion

Reviews must reflect a real experience and respect the rights of others. They are published anonymously and retained for three years after publication, then deleted; when a new submission replaces a review, this period runs from the new publication. For removal or reporting, contact contact@bookelya.com. The rules on publication, ranking and moderation are set out in the legal centre pages “Reviews and salon rankings” and “Content reporting and moderation”.

The privacy policy explains the data used, the roles of Bookelya, the salon and Stripe, retention and your rights. You may request account deletion through the available features or support. Deleting your account does not automatically cancel bookings with payment; contact the salon to follow them up. It does not erase payments, refunds, obligations or evidence that still need to be tracked or retained by law.

10. Availability, liability and termination of access

Bookelya maintains and secures its service without guaranteeing uninterrupted availability. Each party is responsible for its commitments and faults under the law. In cases of fraud, unlawful use or security risks, access may be restricted; reasons and ways to contact support are communicated unless legally prohibited. An access restriction does not remove ongoing bookings, refunds owed or your mandatory rights.

11. Changes and applicable law

Substantial changes to these terms are communicated with their effective date. They do not rewrite the terms of bookings already made. Belgian law governs the relationship with Bookelya, subject to mandatory consumer protections, including those in your country of residence. You retain the right to bring proceedings before courts competent under the law; no exclusive jurisdiction of Belgian courts is imposed on you.