Legal

Terms and Conditions

Last updated: November 1, 2026

1. Who we are and what Hairdoor does

Hairdoor is an intermediation platform: it puts clients and barbers in touch for home services. The haircut is performed by the barber, not by Hairdoor.

The service is run by Vincenzo Sorbellini. For any communication: hello@hairdoor.app.

It is also our point of contact for users and authorities, including the one required by Regulation (EU) 2022/2065 (Digital Services Act): we answer in Italian and English.

2. Account

To use Hairdoor you must be at least 18 and sign up with true, up-to-date details. Each person may have one account only, which is personal: it cannot be transferred or shared. You are responsible for keeping your credentials confidential and for what happens through your account; if you think someone is using it in your place, write to us at once. You can delete your account at any time from Settings → Delete account.

3. Bookings and prices

When you book, you send a request to the barber, who can accept or decline it. Price, duration and service are those shown at the time of booking. The barber is an independent professional: they set prices, hours and coverage area.

The prices you see are set by the barber and are the final ones: they include any taxes due, and Hairdoor adds no service fee. The receipt or invoice for the haircut is issued by the barber, who is the seller of the service.

4. The home visit

The haircut takes place at the client’s home or wherever the client says. For everything to go well and safely:

The client gives an exact address and useful details for getting there (doorbell, floor, parking) and provides a suitable, safe space. The barber sees the client’s name and address as soon as the request arrives, before accepting it.
Before the appointment the client tells the barber, in chat too, about allergies, skin or scalp problems and any health condition that may affect the service.
Minors may receive the service only if the appointment is booked by an adult, who must be present for its whole duration.
The barber brings their own tools, keeps them clean and sanitised, and respects the client’s home, belongings and privacy.
Client and barber may not start or stop the service if the other person behaves in a harassing, offensive or dangerous way, or if conditions are not safe, and report it from the app (section 16).

If client and barber are far apart (more than 100 km), the app shows it to both before confirmation: the terms of the trip, including any costs, are agreed between them, for example in chat.

5. How we order search results

When you search for a barber, the list is ordered like this:

First the profiles with the "Featured" subscription, which the barber pays Hairdoor for: it is paid promotion, and it is marked with a label on the profile.
Then the barbers who can accept the request straight away, because they have connected the card for commissions, before those who still have to.
Within each group, from nearest to furthest from the address or the position you are searching from.
You can change the order and filter the list yourself: by lowest price or top rating, only barbers with free times today or tomorrow, only those who take card payments in the app. Even then, "Featured" profiles stay on top, marked by their label.

Unless you choose another order, nothing else changes it: not reviews, not price, not how much a barber earns Hairdoor. "Featured" only moves a position in the list: it hides no other profile, changes no prices and grants no other advantage. Who does not appear is whoever has not finished their profile and whoever is suspended, nor whoever cannot reach you (you are outside the radius they chose), except when you search for a barber by name: then they appear separately, marked as not reaching your address.

6. Payments

You can pay in cash to the barber or by card in the app, if the barber has enabled it. Card payments go through Stripe and are collected directly by the barber, on their own Stripe account: the barber is the seller of the service, and Hairdoor withholds its commission. Your card is saved when you book and charged only once the cut is completed; your statement also shows “HAIRDOOR”. Hairdoor does not store your card details.

The card payment starts only after the client confirms that the service went well, or when the client marks the haircut as completed themselves: the barber cannot start a charge on their own. If the client does not answer, we remind them after 24 hours; if there is still no answer after 7 days, Hairdoor checks and decides whether to charge. If the client reports a problem, the payment is put on hold and Hairdoor decides after hearing both sides.

7. Cancellations, expired requests and no-shows

A request stays pending until the barber answers. If they do not answer within 24 hours of sending, or 2 hours before the appointment if that comes first, the request expires on its own: it costs nothing, the time slot becomes free again, and client and barber are notified.

Client and barber can cancel an appointment from the app while there is still time; Hairdoor charges no cancellation fees. When the time is over, the appointment is marked as completed or as a no-show; if the reports conflict, Hairdoor may check and decide the outcome. Repeated no-shows may lead to the account being suspended (section 13).

8. Refunds for clients

If a service paid by card did not go as it should, within 30 days of the appointment you can ask for a refund in the app, explaining why. The barber decides and can refund all or part of it; Hairdoor may step in when a request goes unanswered or there has been a mistake. The refund goes back to the card used, usually within 5–10 business days. For cash payments, refunds are agreed with the barber. Your consumer rights remain unaffected, including the option of contacting your bank.

9. Commissions (for barbers)

Hairdoor withholds a commission on the value of completed cuts:

8% of the service price; 4% on bookings from clients the barber brought in with their own invite code, for good. Barbers who sign up by 31 December 2026 keep the 4% even if the rate changes for new barbers in the future.
Card payments: the commission is withheld automatically from the payment and includes the card fee charged by Stripe. On every card payment Hairdoor keeps at least €0.10 (or the equivalent in the barber’s currency, at the day’s exchange rate): on very small amounts the barber bears the card fee on top of this minimum. Premium European cards may cost a few cents more than the included estimate, borne by the barber.
Cash payments: the commission is owed by the barber. It is charged to the card the barber connected for commissions or withheld from their next card payment, up to half of that payment. The barber can settle it at any time in the app. Where Stripe does not accept the local currency (the dinars of Bahrain, Jordan, Kuwait, Oman and Tunisia), the commission is charged in US dollars at the day’s exchange rate.
To accept client requests the barber must have a valid card connected for commissions; if they remove it, the profile stays in searches but cannot accept new requests until they connect another. The account for receiving card payments is optional.

10. The “Featured” subscription (for barbers)

Featured is an optional subscription that brings the barber’s profile to the top of search results in their area, with a label marking it as a promotion (section 5).

Price: shown before purchase, it depends on the barber’s country and is paid in advance, every month.
Renewal: the subscription renews automatically every month until you cancel it.
Cancellation: if you bought it on the website, you can cancel it at any time from the app (“Manage subscription”) and it stays active until the end of the month already paid. If you bought it from the App Store or Google Play, you manage and cancel it from the store’s settings, under its rules.
No refund for the unused part of the month, except where the law requires one.
If the profile is suspended, Featured stays active until the end of the period already paid and then does not renew. If you delete your account, a subscription bought on the website ends immediately, without a refund; one bought from a store must be cancelled from the store.
A free month for a video: once per barber, Hairdoor may give a month of Featured to a barber who posts on social media a public video of at least 15 seconds showing Hairdoor, marked as advertising (for example #ad or “paid partnership”), with #hairdoor and the tag @hairdoor.app, and keeps it online for at least 30 days. The gift does not add up with a subscription already active and may be withdrawn if the video is taken down earlier.

11. Barbers’ obligations

The barber is an independent professional and undertakes to:

provide a professional, safe service and keep the profile information truthful;
comply with applicable laws, including tax and health rules, show final prices including any taxes due, and give the client the receipt or invoice required by law;
hold whatever the law of the place where they work requires, such as the professional qualification as a hairdresser or barber, a tax or VAT registration and any other registration or permit, and show proof of it to Hairdoor if we ask;
answer for any damage they cause during the service, to people or property: for this we recommend professional liability insurance;
post photos in which clients can be recognised only with their consent;
use the clients’ data received through Hairdoor (name, phone, address) only to decide whether to accept the request and to carry out the appointment: if they do not accept, or the appointment does not take place, they may not keep or use them in any way.

The verified-qualification badge is optional and does not replace the checks the law requires of the barber.

12. Refunds and disputes (for barbers)

Card payments are collected on the barber’s Stripe account, so refunds and disputes concern that account:

The barber can refund a payment, fully or in part, from the agenda or from their own Stripe dashboard. Hairdoor may issue a refund on the barber’s behalf when a client’s request goes unanswered or to correct a mistake.
On partial refunds Hairdoor’s commission is unchanged. On full refunds Hairdoor gives its share of the commission back to the barber; cash commissions withheld from the same payment remain settled. Stripe does not return the card fee.
If a client disputes a payment with their bank, the barber responds from their own Stripe dashboard by the stated deadline; any dispute fees charged by Stripe are debited to the barber’s account. If the dispute is lost, Hairdoor gives back its share of the commission as for a full refund.

13. Suspension and closure of the account

Commissions on cash payments must be settled within 30 days of the appointment. If by that date we cannot charge them, or if the amount owed reaches €20 or the equivalent without a successful charge, the barber’s profile is suspended: it does not appear in searches, while appointments already booked remain valid (amounts under €0.50 or the equivalent remain owed without suspension). The suspension is lifted automatically as soon as the commissions are settled. The barber sees in the app the amount owed and the date by which to settle it, and is notified when a charge fails and when the profile is suspended.

We may suspend an account, a client’s included, to stop a breach of these Terms or abusive behaviour: we tell the person by email, with the reason. If we decide to close a barber’s account entirely, we give at least 30 days’ notice with the reasons, except where the law requires us to act sooner or where the breach is serious or repeated (EU Regulation 2019/1150, art. 4).

A barber always finds their own data in the app: profile, services, hours, appointments, messages, reviews received, earnings and commissions due; payment details are also in their Stripe dashboard. They can ask for a copy by writing to hello@hairdoor.app. Hairdoor neither sells nor passes to third parties the data barbers generate on the platform.

14. Reviews and users’ content

A review can be written only after an appointment actually completed in the app, and only by the two people who took part in it: this is how we check that it comes from someone who received the service. We do not buy reviews, we do not publish them in exchange for anything, and we do not delete a review because it is negative: we only remove those that break the rules in section 15.

The photos and content you upload (profile and gallery photos, descriptions, reviews) remain yours. By uploading them you give us a free, non-exclusive permission to show them on Hairdoor (app and website) and to use them in the content we use to promote Hairdoor, for example on our social media profiles, always crediting whoever posted them; for reviews we quote the first name only, never the surname. The permission lasts as long as the content stays on your profile: if you delete it, we do not use it in new content. If you do not want to appear in our promotional content, write to hello@hairdoor.app: we stop using your content and remove what we have already posted from our profiles.

You may only upload content you hold the rights to: photos in which other people can be recognised require their consent.

15. Prohibited conduct

On Hairdoor it is forbidden to:

create fake accounts or more than one account, or use someone else’s account;
impersonate another person or give false information about yourself, your services or your qualifications;
post content that is illegal, harassing, threatening, discriminatory, obscene or that infringes the rights of others, in chat, reviews, photos or the profile;
write fake reviews, or offer or ask for something in exchange for a review;
use other users’ data for purposes other than the appointment, or send unsolicited advertising messages;
move appointments that started on Hairdoor off the platform in order to avoid commissions;
ask the client, in cash or in any other way, for more than the price shown in the app, or show in the app a lower price than the real one in order to pay less commission;
copy data from the app or website with automated systems, get around their protections or disrupt how they work.

We apply zero tolerance towards offensive content and abusive behaviour: anyone who breaks these rules may have their content removed and their account suspended or closed (section 13).

16. Reports and content moderation

Every user can report content or a person and block another user directly from the app, from the “⋯” menu in the chat or on the profile. Anyone, even without an account, can report content they believe is illegal by writing to hello@hairdoor.app and saying where it is and why.

We review reports within 24 hours. A person on our team decides on reports: we do not use automated systems to decide on reported content.
An automatic filter stops clearly forbidden words, for example related to drugs, pornography or serious insults, from being published in profile descriptions, names, services and reviews: whoever writes them sees a message and can correct the text. We also check recently published photos and texts by hand. The chat is not read by any automated system.
Where needed we remove the content and, in the most serious or repeated cases, suspend or close the account responsible.
We inform the person concerned by email, explaining the reason and the rule broken, unless the law or someone’s safety does not allow it.
You can challenge a decision that concerns you within 6 months, by replying to that email or writing to hello@hairdoor.app: we review it and tell you the outcome.
If content suggests a crime that endangers someone’s life or safety, we inform the competent authorities.

17. Barbers’ complaints

If you are a barber and something is wrong with Hairdoor (a suspension, a commission, your position in search or how the app works), write to hello@hairdoor.app with the subject “Complaint”. Complaints are free: we confirm we have received yours, review it and reply with a reasoned decision within 15 working days. If the answer does not satisfy you, we can consider mediation together, and the remedies provided by law always remain open.

18. Liability and indemnity

Hairdoor is an intermediary: it is not a party to the service contract between client and barber and is not responsible for the quality of the haircut or for damage caused by the barber during the service.

The service is provided as is. We work to keep the app running, but we cannot guarantee it will be free of interruptions or errors, for example during maintenance or because of failures of external services.
We are not responsible for content posted by users or for third-party services connected to the app (such as Stripe for payments, Apple and Google for subscriptions, map providers), which have their own terms.
Towards barbers, who use Hairdoor for their business, Hairdoor’s liability is limited to the amount the barber paid to Hairdoor in the 12 months before the event (commissions and Featured) and excludes indirect damage, such as loss of earnings. The limit does not apply in case of wilful misconduct or gross negligence (art. 1229 of the Italian Civil Code) or where the law does not allow it.
The barber holds Hairdoor harmless (indemnity) from claims for damages, fines and costs arising from their service, from damage to people or property during the appointment, from breach of these Terms or from failure to meet the tax and legal obligations that fall on them.

These limits do not apply to clients who are consumers: all the rights the law grants them and that cannot be excluded remain in place.

19. Consumer right of withdrawal

If you are a consumer, you normally have 14 days to withdraw from a contract concluded at a distance. By booking an appointment at a precise date and time, however, you are asking for the service to be performed then: for services, the Italian Consumer Code (art. 59) provides that the right of withdrawal does not apply once the service has been fully performed with your consent, and that you lose the right to withdraw when performance began at your request before the 14 days were over. By confirming the booking you accept that the barber comes on the day and at the time you chose, even if these fall before that deadline.

All your other rights remain: you can cancel the appointment from the app while there is still time (section 7) and ask for a refund if the service did not go as it should (section 8).

20. Intellectual property, communications and app features

The Hairdoor name, the logo, the app, the website and their content, except what users upload, belong to Hairdoor. You may use them only to use the platform: you may not copy, modify or use them for other purposes without our consent.

We send you by notification and email the service communications needed to use Hairdoor (requests, confirmations, reminders, payments, account security). We send news and promotional emails only if you have given your consent, which you can withdraw at any time from Settings or from the link at the bottom of every email.

We may change, suspend or remove app features to improve it or for technical or security reasons; important changes affecting barbers are announced in advance, as set out in section 21.

21. Changes, governing law and final provisions

We may update these Terms; changes are published here with the update date. Changes affecting barbers are notified to them at least 15 days in advance, unless the law requires otherwise, and anyone who disagrees may close their account before they take effect. The relationship is governed by Italian law. For disputes, the court of the consumer’s place of residence or domicile has jurisdiction, where provided by law.

If a clause of these Terms turns out to be invalid, the others remain in force. If we do not enforce one of our rights straight away, it does not mean we waive it. We are not liable for delays or failures caused by events beyond our control (force majeure). These Terms, together with the Privacy Policy, are the entire agreement between you and Hairdoor on the use of the platform.

22. Contact

For any questions, write to us at hello@hairdoor.app.