Marketplace new client fees

FAQs

• • What can I find in the client source history for a marketplace client?

    The client source for a Marketplace new client will be listed as ‘Fresha Marketplace’. When clicked on, you’ll find the Fresha Marketplace new client journey, including a timeline of the following information: 

    • When the client initially discovered your business on the Fresha marketplace.
    • When the client booked their first appointment online. 
    • Whether the client confirmed they have visited your business before. 
    • When the client’s first appointment with your business is completed. 
    • Whether the client’s first appointment with your business is not checked out. 
    • If applicable, when the New Client Fee is charged, including the amount.

  • Can I be refunded for the Marketplace New Client Fee?

    The Marketplace New Client Fee is non-refundable. As a one-time fee, it will only apply when a brand-new client discovers you via the Fresha marketplace and goes on to make an online booking. Review our tips to ensure you’re not charged for existing clients.

  • How will cancellations affect the Marketplace New Client Fee?

    Clients can cancel or reschedule their bookings online, as long as it’s actioned outside of your cancellation/reschedule window. Here’s how the Marketplace New Client Fee will be affected by cancellations:

    ✔️ The Marketplace New Client Fee will apply if you or your team members cancel the appointment on behalf of the client.

    ❌ The Marketplace New Client Fee will not apply if the client cancels the appointment online through their Fresha account. Instead, the fee will be deferred and charged based on the value of the next appointment booked.

  • If my client does not want to cancel online, will I still be charged the Marketplace New Client Fee?

    The Marketplace New Client Fee will still apply, however, the decision of whether to apply a fee to clients is entirely at your discretion. If you have a no-show and late cancellation policy in place or if you are taking upfront payments, you can apply this policy to your clients - this will help cover the cost of the new client fee while protecting your business revenue.

    We recommend encouraging clients to cancel online through their client account. This way, the Marketplace New Client Fee won’t apply to you. Instead, the fee will be deferred and applied based on the value of their next appointment.

  • If there is a discount on my service, will the Marketplace New Client Fee apply to the discounted cost?

    The Marketplace New Client Fee is calculated based on the value of the booking made by the brand-new client. 

    • If a client books an appointment with an online pre-defined discount, the Marketplace New Client Fee will apply to the discounted price, which is what the client initially booked, and not the full price. 
    • If a client books an appointment online and you or your team member apply a discount at the checkout, the Marketplace New Client Fee will apply on the value of the booking made by the client, and not on the discounted amount applied in-store.

  • Can I opt out of the Marketplace New Client Fee?

    The Marketplace New Client Fee is a fee associated with using Fresha’s marketplace. To take bookings online through Fresha via your website and social media pages, your profile must be listed on the Marketplace. If you no longer wish to have your profile listed on our marketplace, you can unlist your marketplace profile. This will disable all your online booking channels.

  • Is the Marketplace New Client Fee charged for the whole booking?

    The Marketplace New Client Fee is calculated based on the value of the booking the client made online. The fee will not apply to additional services, products or service charges, added by you or your team in-store at the checkout after the initial booking is made.

  • Why am I sometimes charged the Marketplace New Client Fee when the client books through my website online?

    Fresha’s New Client Fee applies to all new customers who discover your business through the Fresha Marketplace. This includes those who book directly through your Fresha marketplace profile, as well as those who view your Fresha marketplace profile first and then choose to book through another online channel including your website or social media pages.

  • If I change an appointment where the Marketplace New Client Fee applies, will the fee be based on the updated appointment price?

    No, the Marketplace New Client Fee will be calculated based on the original appointment value that was confirmed at the time of booking. Any subsequent adjustments to the appointment price will not affect the amount of the Marketplace New Client Fee. If the client cancels their first appointment online, we'll hold off on charging the Marketplace New Client Fee and apply it to the value of their next appointment.

  • Do I have to pay the Marketplace New Client Fee if my client is a no-show?

    No, you will not be charged the Marketplace New Client Fee if your client does not show up, provided you mark the appointment as a no-show on the same day. If the client chooses to book again, the fee will be deferred and charged based on the value of the next appointment.

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