Trust & Safety

The standards behind every Rootli booking.

Four areas where the UK Afro-hair market has been failed for years — and the precise mechanisms Rootli uses to fix each one. Read it before you book. Hold us to it after.

Pricing

The Coarse Hair Tax & Pricing Transparency

For too long, density and length surcharges have been quoted at the chair — not at checkout. Rootli ends that practice.

Will I be charged extra for thicker or longer hair on the day?: No. Every Rootli stylist commits to the price you see at checkout. Thickness, length, and texture are factored into the listed service tiers before you book — there are no chairside upcharges, no "density fees," and no last-minute add-ons.
How does Rootli enforce final pricing?: Stylists publish density-inclusive pricing as part of onboarding, and the checkout total is the agreed price under the Professional Charter. If a specialist asks for an unagreed chairside surcharge, pause and contact Rootli Support before the service continues.
What if my style genuinely needs an upgrade mid-service?: Any change must be agreed in writing inside the Rootli app before work continues. Verbal upsells at the chair are not permitted and are not enforceable.

Time

Punctuality & Deposit Protection

A 50% client deposit secures the appointment, with clear cancellation outcomes for both sides.

How does the booking deposit work?: You pay a 50% deposit through Stripe when you book. It is held securely until the appointment is completed, and the remaining balance is settled in person with the specialist.
What happens if I cancel?: More than 48 hours before the appointment, your deposit is refunded and the £2.50 secure-service fee is retained. Between 24 and 48 hours, half the deposit is retained. Under 24 hours, the full deposit is retained. If the specialist cancels, everything you paid is refunded.
Where can I read the full cancellation rules?: The Cancellation & Deposit Policy explains every cancellation window, refund outcome, rescheduling rule and the 15-minute client tardiness rule in full.

Safety

Scalp Safety & Edge Protection

Tension is not a price worth paying for a style. Every booking begins with a mandatory check-in before a single section is parted.

What is the 15-minute Safe Start Consultation?: A complimentary, mandatory check-in included in every Rootli booking. Before the service begins, the specialist assesses scalp condition, hairline integrity, prior tension damage and confirms the agreed style.
How does this prevent traction alopecia?: The check-in gives you and the specialist a clear moment to discuss tension, compromised edges and active scalp irritation. If a concern is identified, the style can be adjusted or the service paused before installation begins.
Can I refuse a service after the consultation?: Yes. If the Safe Start surfaces a concern, stop before the service begins and contact Rootli Support so the booking can be reviewed under the published cancellation and consumer-rights terms.

Community Trust & Safety

How Rootli Verified Works

Rootli is built on mutual trust. Clients confirm a mobile number for booking-day contact; stylists earn a Rootli Verified badge through secure Stripe Identity checks and live insurance. Documents are encrypted, never public, never stored on Rootli's servers.

How do stylists earn the Rootli Verified badge?: Independent professionals complete a secure Stripe Identity check (passport or UK driving licence) and provide a current public liability insurance certificate. Stripe encrypts and processes the ID on its own infrastructure — Rootli only ever sees a pass / fail signal and the expiry dates.
Why only two portfolio images?: A strict 2-image portfolio limit makes stolen or repurposed photography easy to spot. It also forces stylists to lead with their strongest, most recent work — not a wall of borrowed inspiration.
How do clients get verified?: Clients confirm their mobile number on their account — that's it. No documents, no uploads, no friction. A subtle Account Verified mark appears on the stylist's internal booking view so they know they're meeting a real person.