Customer Booking Terms
Effective from 1 June 2026
These are the terms between you and ORAROS LTD when you use Oraros to find and book appointments. By using Oraros to make or manage a booking, you agree to be bound by these terms.
1. Who we are and what Oraros does
ORAROS LTD ("Oraros", "we", "us") is a company registered in England and Wales under company number 17227040.
Oraros is an online booking platform. We connect customers with independent businesses — barbershops, hair salons, nail studios, beauty businesses, and similar appointment-based businesses (each a "Business"). When you book an appointment through Oraros, the appointment itself and the underlying service are provided by the Business, not by Oraros.
In short: Oraros is the booking software. The Business is the service provider.
2. Who these terms apply to
These terms apply to anyone who uses Oraros to make or view bookings, whether or not you create an account. They cover registered customers with an Oraros account; guests who book without an account; customers paying online through Stripe at the time of booking; and customers paying in person at the appointment.
If you create an account, our Privacy Policy and Cookie Policy also apply. If you book on behalf of someone else (for example, a parent booking for a child), you confirm that you have authority to do so and to share that person's details with us and with the Business.
3. Eligibility
You must be at least 16 years old to create an Oraros account and book in your own name. If you are between 13 and 16, you may book only with a parent or guardian's involvement, and the parent or guardian remains responsible for the booking. If you book a service for a child under 16, you confirm that you are the parent or legal guardian or have their permission.
4. Your booking
To book an appointment, you select a Business, a service, a date and time, and a staff member where one is offered. You provide your name, email, telephone number, and any notes the Business asks for. When you submit a booking, the Business receives it. Where the Business uses automatic confirmation, your booking is confirmed immediately. Where the Business reviews bookings manually, the Business may accept, decline, or propose an alternative time within a reasonable period. You will receive an email confirmation when your booking is accepted.
The contract for the service is between you and the Business. Oraros is not a party to that contract. We provide the booking software; the Business provides the service. If the Business cancels your booking, cannot deliver the service, runs late, or is otherwise unavailable, that is a matter between you and the Business. We will help connect you with the Business where there is a platform-related issue (for example, a confirmed booking that did not appear in the Business's calendar), but we are not responsible for the Business's conduct.
You agree to show up on time for your appointment, to cancel or reschedule in good time in line with the Business's cancellation policy if you cannot make it, to pay for the service at the price shown at booking and in line with the Business's terms (including any deposit policy), and to treat the Business's staff with respect. Repeated no-shows or late cancellations may lead a Business to refuse you future bookings and may lead Oraros to restrict your account where the conduct disrupts the platform.
5. Cancellation, rescheduling, and refunds
Each Business sets its own cancellation, rescheduling, and refund policy and displays it in the booking flow before you confirm. Please read it.
You can cancel or reschedule from your account (registered customers) or by following the link in your confirmation email (guests). Where the Business charges a deposit or fee for late cancellation, that policy applies.
Where you have paid online and are entitled to a refund, the Business issues the refund through its own Stripe account — Oraros does not hold your payment and does not issue refunds. Refunds usually take 5 to 10 working days to appear on your card.
If you are unhappy with the quality of the service, speak to the Business first. They are best placed to resolve it directly. You have statutory rights against the Business under consumer-protection law (in the UK, the Consumer Rights Act 2015; in Romania and the wider EU, the Consumer Rights Directive 2011/83/EU as transposed locally, in Romania by OUG 34/2014). These rights are unaffected by Oraros's role as the platform.
Where you book a service for a specific date and time through Oraros, the right to cancel under distance-selling rules normally does not apply once the service has been performed at the agreed time. Where you cancel before the service is performed, the Business's cancellation policy applies. By booking, you expressly request that the Business begin to perform the service at the agreed appointment time.
If a charge appears on your card that you do not recognise, check your booking history and confirmation emails first. If you believe the Business has wrongly charged you, raise it with the Business; if unresolved, your card issuer's chargeback process applies. Email support@oraros.com if you believe there is a platform-level issue.
6. Payments
Depending on the Business, you will pay either online at the time of booking — via Stripe, into the Business's Stripe Connect account — or in person at the appointment, by whatever method the Business accepts. In both cases, the Business is the merchant of record and Oraros never receives your payment.
If you pay online, your card details are processed by Stripe under Stripe's privacy and security standards. Oraros does not see, store, or have access to your card number, expiry date, or CVC. We may see metadata such as the card brand, the last four digits, and the billing country for fraud-prevention purposes.
Prices are shown in the Business's currency (typically GBP for UK Businesses and RON or EUR for Romanian Businesses). Your card issuer may apply foreign-exchange fees if your card is in a different currency.
7. Your account
Creating an account is optional, but it lets you manage bookings, see your history, save favourite Businesses, and receive personalised reminders. Choose a strong password, do not share it, and email support@oraros.com if you suspect unauthorised access.
You can close your account at any time from your settings, or by emailing support@oraros.com. We will retain booking records for the period set out in our Privacy Policy (typically six years for tax and dispute purposes) and then delete or anonymise them. The full process is described at https://www.oraros.com/legal/account-deletion.
8. Your conduct
You agree not to: use false names, contact details, or payment information; make bookings you do not intend to honour; make repeated bookings as a form of harassment or denial-of-service against a Business; submit fake reviews; harass, defame, or threaten staff or other users; try to access another user's account or extract data from the platform; use Oraros for any unlawful purpose; upload malicious code; or scrape, copy, or republish content from Oraros without permission. We may suspend or terminate your account for serious or repeated breaches.
9. Reviews and ratings
Where Oraros offers reviews, they must be honest and based on a real experience; they must not be defamatory, abusive, discriminatory, off-topic, or contain another person's personal data. We may moderate or remove reviews that breach these rules. You remain responsible for what you post.
10. Your data and privacy
How we handle your personal information is set out in our Privacy Policy at https://www.oraros.com/legal/privacy. In short: we share your booking details with the Business so that they can deliver the service. Once shared, the Business is also a controller of that data and has its own responsibilities. We send you transactional emails related to your booking by default. We send marketing emails only where you opt in. You have rights of access, correction, deletion, and complaint as set out in the Privacy Policy.
11. Cookies
We use cookies in line with our Cookie Policy at https://www.oraros.com/legal/cookies. The first time you visit oraros.com you can accept all, reject all, or customise.
12. Intellectual property
The Oraros website, software, brand, logos, and design are owned by ORAROS LTD. You may use them only as the platform allows. Business names, logos, and content belong to the relevant Business.
13. Liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything that cannot be limited under UK or EU consumer-protection law.
Subject to that, Oraros is not responsible for the conduct of the Business or the quality of the service it delivers; for the Business's pricing, refund, or cancellation policy; for personal injury, property damage, or other loss arising from a service you booked; for failures of third parties such as Stripe, your internet provider, or the Business's own systems; or for loss of bookings due to events beyond our reasonable control.
Where Oraros is at fault for a platform issue (for example, a software bug that caused you direct loss), our total liability to you is limited to the greater of £100 or any service fee you paid us directly — which, today, is typically nothing, because you pay the Business, not us. This cap does not apply to liability that cannot be excluded as set out above.
14. Changes to these terms
We may update these terms. Material changes will be notified to registered customers by email at least 14 days before they take effect. The effective date at the top of this page reflects the current version.
15. Governing law and your rights
These terms are governed by the laws of England and Wales, subject in every case to the mandatory consumer-protection laws of your country of habitual residence, which we do not seek to displace. If you are a consumer habitually resident in Romania or another EU member state, you may bring proceedings in the courts of your country of habitual residence under Regulation (EU) No 1215/2012 (Brussels I bis). EU consumers may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
If you have a data-protection concern, you can complain to the Information Commissioner's Office in the UK (ico.org.uk) or to the National Supervisory Authority for Personal Data Processing (ANSPDCP) in Romania (dataprotection.ro), or to your country's national supervisory authority.
16. Contact
For any question about a booking, your account, or these terms, email support@oraros.com.