Cancellation Policy
Last updated: 6 November 2026
This policy explains how to cancel or change a booking made through Pimplum, and what happens when a booking is cancelled or missed. It is part of our Terms of Service.
1. Cancelling or changing your booking
You can cancel or change a booking up to 1 hour before your appointment:
- in the app: open Bookings, choose the booking and tap Cancel or Reschedule;
- by email: use the link in your booking confirmation.
The business is told straight away, and you get a confirmation. Less than an hour before, contact the business directly. If you can't make it, please cancel as early as possible, so the business can offer the time to someone else.
2. The business's own policy
Each business can set its own cancellation policy, for example how much notice it needs or whether it charges for late cancellations. Where a business has one, it is shown on its listing or when you book. By booking, you agree to it.
Any deposit, cancellation fee or other charge is agreed directly between you and the business. Pimplum does not take payment for bookings, so we do not collect or refund these amounts. Ask the business directly.
3. Late cancellations and no-shows
If you don't turn up (a no-show), or cancel later than the business's policy allows, the business can record it on Pimplum.
If this happens repeatedly, we may protect businesses by showing the record to businesses you book with, asking them to approve your future bookings, or temporarily limiting your ability to book. We never do this because of a single case. If you think a record is wrong, contact us at support@pimplum.com.
4. When the business cancels
A business may need to cancel or move your booking, for example because of illness. If it does, we tell you straight away, and you can book another time or another business. If you paid the business a deposit, it should refund it. Contact the business, or us if you can't resolve it.
5. Your rights
Nothing in this policy limits your rights as a consumer, including your rights against a business if a service is not provided as agreed.
6. Contact
Pimplum Ltd, 124 City Road, London, EC1V 2NX, United Kingdom
Email: support@pimplum.com