Trust & Safety

Every booking carries a flat R50 fee, paid online when you book — the same amount everywhere on Hello, whichever salon you choose. Hello keeps this fee; it's separate from what you pay the salon for the service itself, which you settle with them directly. It's not refunded.

If you cancel a booking after it's been confirmed, there's also a separate R15 cancellation fee, collected from your Hello wallet if there's a balance to cover it. Together, the two exist to keep a stylist's time from being blocked for nothing.

Once your booking is confirmed, you'll see a 4-digit visit code on it. Give that code to your stylist once your appointment is done — entering it correctly is what tells Hello the visit actually happened. For a "Come to Me" booking, that same code is what releases the stylist's payment from Hello.

If a stylist gets the code wrong too many times, the visit is frozen and handed to a Hello super admin to sort out directly, rather than letting it be guessed.

From the moment your appointment starts until it's marked complete, you can report a problem instead of giving the visit code. That freezes any money Hello is holding for that booking — it doesn't move until a Hello super admin decides, either refunding you or paying the stylist. If a visit is never confirmed and nobody reports anything, it still gets reviewed after a few days rather than sitting unresolved.

A salon with the blue tick next to its name has been checked by Hello — not just self-reported. To even be considered, a salon has to have a complete profile, an owner ID or passport number on file, a bank confirmation document on file, at least 20 different clients who've rated them, and at least 10 completed online bookings. Only once every one of those is true does it reach a Hello super admin for a final manual decision.

Verification also has to happen before a salon can use Come to Me (customers posting a request for a stylist to come to them) — on top of a stylist needing their own track record of completed bookings before they can take one.

Anyone signed in can like or unlike a salon or stylist, and change their mind any time. The totals you see include everyone — but the names shown next to them are only ever clients who've actually completed a visit there. Nobody can react to their own salon or their own profile.

This page explains how things work. The legal terms are in our Terms of Service, and how we handle your data is in our Privacy Policy.