For customers

Booking somewhere that uses JustBook? This page walks you through booking, changing, and cancelling your appointment, logging in with a one-time code, and using loyalty points and packages.

Each business sets its own prices, deposit, cancellation, refund, loyalty, and package rules, so exact amounts and deadlines come from the business you’re booking with. The steps below are the same everywhere.

Book an appointment

Most businesses open with a welcome page: their greeting, a preview of the menu, where to find them, and whatever else they offer — packages, gift cards, or the rewards you can earn. Book is one tap away wherever you are on it. Some businesses skip the welcome page and start you on the first step instead.

1. Open their booking page.
2. Choose your service (and any add-ons they offer).
3. Choose a stylist, or pick anyone available if they allow it.
4. Pick a date and time from the available slots.
5. Enter your details. If you’ve booked here before, we’ll recognise you and ask you to sign in instead of creating a second account — that way you keep your booking history. You can update your phone number or email from your profile once you’re in.
6. Some businesses ask you to answer intake forms before certain services — health questions, consent, or a waiver you sign by typing your name. A form you’ve already signed isn’t asked again unless they change it or it expires.
7. If they take a deposit, pay it to confirm. Otherwise your appointment is confirmed straight away.

You’ll get a confirmation, and — if they send them — a reminder before your appointment. Keep your booking reference; it’s the quickest way to find your appointment later.

Log in with a one-time code

You don’t need a password. To view or change your bookings, you log in with a one-time code (also called an OTP):

1. Open My Bookings on their site and choose Access My Bookings.
2. Enter either your phone number or your email address — whichever you remember. Use the Use email address instead link to switch.
3. Choose where to receive your verification code (by SMS, WhatsApp, or email, depending on the business).
4. Enter the code we send you.

You’re now logged in and can see your upcoming and past appointments.

Changed your phone number? Sign in with your email address instead — your account and its booking history are still there, and you can update your number from your profile.

Sharing a phone number with someone else? Each person needs their own phone number or email address — an account is identified by its contact details, so two people can’t share the same ones. If someone in your household books on a number that’s already in use, ask the business to add them with their own email address instead.

Skip the code with a passkey

After you verify with a code, you can save a passkey — then next time, one tap with Face ID, your fingerprint, or your device’s screen lock signs you in, no code needed. We ask right after you verify your phone — save one then, or skip and add it later from your profile in My Bookings. Passkeys are stored securely by your own device; the business never sees them, and you can remove them from your profile whenever you like. Codes always remain available as a fallback (for example, on a friend’s phone).

Reschedule an appointment

1. Log in and open My Bookings.
2. Select the appointment you want to change.
3. Choose to reschedule, then pick a new date and time from the available slots and confirm.

Some appointments can’t be rescheduled — for example, if they’re too close to the start time or already past. If the option isn’t available, their rules don’t allow a change at that point; contact them directly.

Cancel an appointment

1. Log in and open My Bookings.
2. Select the appointment, then choose to cancel.
3. Review the details — including any refund — and confirm the cancellation.

Before you confirm, you’ll see whether you’re due a refund and how much, based on how far ahead you’re cancelling.

Like rescheduling, cancelling online isn’t available too close to the start time (or once the appointment is past) — the same cut-off applies to both. If the option isn’t available, contact them directly.

Refunds

If you paid a deposit, whether you get it back when you cancel depends on their cancellation policy and how much notice you give:

• The more notice you give, the more of your deposit you’re typically refunded.
• The cancellation screen shows your exact refund before you confirm.
• If no payment was collected, there’s nothing to refund.

Refund amounts and deadlines are set by each business.

Loyalty points

If the business runs a loyalty program, you earn points when you pay and can redeem them for money off a future booking:

• You earn points automatically when a payment is completed.
• You can redeem points at checkout. Depending on how they run their program you’ll either slide to choose how many points to apply (the discount comes off what you owe), or pick a named reward from a list — like “100 points = a free blow-dry”. If your points cover the whole amount, there’s nothing to pay by card.
• View your balance and history under My Bookings. Businesses with named rewards also show the reward list there, with how many more points each one needs.

If you cancel an appointment where you redeemed points, the points come back to your balance following their refund policy — at the same percentage as a cash refund. A cancellation that qualifies for a full refund returns all the points; a partial-refund window returns part of them; a no-refund cancellation returns none. Points are treated just like the money you paid.

Packages

A package is a prepaid bundle of sessions you buy up front and then use across future bookings — for example, a set of the same service at a better rate.

• If the business sells packages online, you can buy one and it’s added to your account.
• When you book a service the package covers, the package pays for that session instead of a card charge.
• Some businesses sell packages in-branch only. In that case, buy your package in person and it’ll be applied to your bookings there.

The business sets which services a package covers, how many sessions it includes, and when it expires.