Fresha Reviews 

Been a client of Fresha for many years now and always been a great easy to use system. Had issues on setting up a new location recently and so I called and spoke with Aulona, she explained everything to me and got me sorted out very quickly and efficiently so thank you so much for your help Aulona.

I been using Fresha for over 6–7 years, across multiple salon locations, and honestly for a long time I loved it. It’s user-friendly, clean, and I’ve recommended it to many other business owners in the beauty industry.
However, recently I’ve experienced serious payment issues that are very concerning.
Twice now, within a short period of time, I had the same situation:
The terminal shows the payment as “approved”
But on my phone, the system shows “draft sale” / payment not completed
and the transaction does NOT appear in my sales unless I follow up with support
The first time, this resulted in my client being charged $750 twice, while I only received one payment. The second charge was basically “lost” somewhere in the system until support manually located it and returned it to the client.
This raises a very serious question:
Where was that money sitting, and what would have happened if the client didn’t notice?
The second time, I recognized the issue and didn’t re-charge the client, but again the payment didn’t appear properly, and I had to contact support and wait for them to “find” the transaction.
This creates a very stressful situation as a business owner. I cannot confidently operate if I have to constantly double-check whether I actually got paid.
I am still waiting for a clear explanation of:
* Why this is happening
* Whether it’s a system issue or terminal problem
* And how it will be prevented in the future
I’m not saying don’t use Fresha — overall, it’s still a strong platform.
But I highly recommend that you carefully monitor your transactions, especially if you’re using their payment terminal.
Because when this issue happens, it’s not minor — it directly affects your money.

I just wanted to say thank you to Elton who was assisting me over the phone. Since I’m still new and don’t have much experience yet with Fresha, he was incredibly patient and guided me through every step.

He made the whole process very easy and never made me feel rushed or uncomfortable at all. He was very professional, kind, and supportive throughout.

I truly appreciate his help — thank you so much! 😊

Albion was courteous and helpful in assisting me to navigate the process of Fresha client memberships and how to redeem them accurately. Even though it was a bit of a struggle to find a resolution to the issue, we eventually got there. Thanks for your help!

I needed to transfer funds to a new account, and Atdhe helped quickly and smoothly and walked me through the process.

I manage my mums bookings for her new salon. she has just a small salon with 2 other hairdressers and over the course of 7 weeks when we opened, fresha took £400 from us in new client fees… bare in mind we already uploaded our regular client details so they shouldn’t have been charged new client fees but it seems as though fresha just took 20% fees PLUS VAT per appointment that was booked… like literally every single appointment. Also most of our clients came through a link on our socials and yes i did use the link builder correctly but i think fresha is just really cheeky and explains that they can’t tell who comes from where and if they are a new client or not so they just take fees on everything- plus you have to pay a monthly rate per team member and then u also get charged if you want to send notifications to clients and you get charged PER NOTIFICATION . its insanely expensive. yes its easy to use and there’s no complaints about the booking system in general but prices are absolutely not worth it!!!! also if you want to chat to an agent, expect them to disappear for 10 minutes without telling you then say ‘i’m checking this for you’ when you ask if anyone is actually there😂 maybe they should say ‘let me check this for you’ before disappearing lollll. Anyways we have switched over to square and it’s a standard £30 a month for everything that fresha includes and more.. apart from the market place obviously but if you searched up our salon on fresha we were all the way at the bottom of the marketplace because we were new… so we were paying £400 to be at the bottom… there’s no way anyone found our booking system on fresha marketplace, only through our link so i think we will be fine without that. definitely would like our money back because that’s kinda insane taking £400 from a small business and for what?

Fresha, is a good for general booking but there needs policy change with their new client fee, it’s very unfair. I’ve had clients book that I could in no way do the service due to needing a patch test or not enough time and I’ve cancelled it to fit someone else in that space. I’ve then been charged 20% for someone I’ve never even seen!

Etleva, was great tonight in answering my query about booking fees. I am new to Fresha and it is so refreshing to get great customer service. There is always someone available of the live chat if you get stuck with something on your Fresha Business account.

Thanks to the good service of Liriana, my mistake has been corrected quickly by the Fresha engineering team

I contacted Fresha because paitents weren't able to find me on the client app. Dardan was incredible, so very helpful and within a timely manner, the issue was resolved.
Thanks so much again Dardan!

I used Fresha for over 8 years to manage two salon locations. In the beginning, the platform was affordable and easy to use, which helped my business grow.

However, over time I noticed the overall cost increasing with multiple types of fees. There are charges related to bookings through the platform, per-staff usage fees, and other service-related costs that can add up quickly. In some cases, returning clients may be categorized as new if their contact details change, which can result in additional fees.

I also found that fees for online payments can be relatively high compared to other systems. Additionally, if a no-show protection fee is not set up, it can lead to more unconfirmed or missed appointments. When these appointments are managed or canceled from the salon side, it may still result in charges, which can be frustrating.

While the system is user-friendly, I believe it’s important for business owners to fully understand the pricing structure and how different fees may impact their overall profit.

From my experience, it’s worth comparing different booking systems and choosing one that best fits your long-term business needs and budget.

Overall, Fresha is easy to use, but the cost structure may not be suitable for every business.

Rude service and "surprise" charges with zero results.
Rating: ⭐☆☆☆☆

I am writing this to warn other small business owners and freelancers. My experience with Fresha has been incredibly disappointing, both in terms of the platform’s effectiveness and their customer service.

I used the platform for two months and did not receive a single client through their system. Despite the lack of results, I was charged for a second month without receiving any prior email notification or reminder that a renewal was coming. When I contacted customer service to explain that I was losing money and wanted to cancel and receive a refund, they were dismissive and rude.

They refused to help, simply stating that I should have cancelled before the charge—even though they provide no courtesy reminders to let you know a payment is about to be taken. For a platform that claims to support professionals, their "no-refund" policy and unhelpful attitude feel predatory, especially when the service isn't delivering any value.

I've been using this system for 8+ years. I understood the implementation of tariffs and expected this to ensure the longevity and further development of the product, but sadly they continue to break what WAS a great tool. Updates are constantly implemented WITHOUT any communication, and updates that often affect the end users experience and YOUR business. The latest came into play yesterday 30/3/26. I reported the issue and support told me that it was my fault, but eventually admitted that the issue was down to them REMOVING functionality. This removes my customers ability to reschedule appointments using the app. I now have to manually reschedule appointments upon their request. The claim was that this was to stop clients bypassing cancellation policies. However, if the system was set up to state the cancelation policy timeframe as mine was, the clients could only reschedule appointments (and not cancel) if they met that requirement. They were never able to bypass a policy if the system was set up correctly. Support has stated that they are not looking to change this function. I and struggling to understand why they would make such a change by REMOVING a feature/function that worked, and without consultation or communication to the customers before hand. Not only has this created more work for me, more frustration to my customers, I now also have to take time to find a new solution and product. It may cost me more per month, but I'll happily pay more for an organisation that values its users.

Ilir was very kind and helped me understand the new client fee situation, as well as assisting with the refund. Thank you very much

Butrint was very helpful and professional in answering my questions. he explained all our doubts related to change of profile and business name updates including generation of new fresha external link to go on our new website. Thanks Butrint.

had one of the worst experiences with Fresha.

They constantly change their policies without proper communication, which creates a lot of confusion and unexpected costs. When I initially purchased the software for 5000 AED, I was clearly told there would be no additional charges. However, after 6 months, they introduced a new policy requiring a mandatory 100 AED subscription per staff member, which is quite expensive—especially for a growing salon.

On top of that, they charge for online bookings, which was never clearly explained at the beginning. Many clients are also uncomfortable entering their card details into the system, making this feature less effective and limiting the software’s usefulness.

In 8 months, I gained a maximum of only 5 new clients through Fresha, which does not justify the high cost at all.

Overall, I do not recommend Fresha. There are many other software options available at much more reasonable prices and with better transparency.

FIND YOURSELF AN ONLINE DIARY COMPANY WHO ONLY CHARGES A SET MONTHLY FEE !!!!

I’ve just had the most awful, stressful, time dealing with FRESHA.

In the beginning I thought they were great ! Then I don’t know what changed (maybe management?) but after 1 year with them, they stopped their set monthly fee, and FORCED me to be featured on their own website or ‘Market Place,’

I refused 3 times, as my business is all word of mouth, and I did not need their help!

They said if I didn’t do this I would need to ‘Manually’ book people in and their online diary could no longer be used online? Isn’t booking in online, the whole point of having an online diary ? So I had no choice, or was ‘blackmailed’ into staying, to avoid the hassle of leaving

Then I kept getting
NEW CLIENT FEE’s where they kept taking 1/3 of sporadic consultation fee’s ?!? They claimed that business was sent to me by Fresha which was far from true !

People who come to see me, fill in a questionnaire and one of the questions is
‘Who Recommended You?’
No one EVER said FRESHA

But Fresha were telling me
THEY GOT ME that BUSINESS

I then realised that they were listing their website above mine on Google listings , so people would see MY NAME on
THEIR SITE, then Fresha would tell me THEY got me that business !

So in affect they were using
MY NAME to get ME business and then charging me for it !

Then last year they reintroduced a monthly charge AND kept up the NEW CLIENT FEE’s

By January/February this year the fees were off the scale !
Every second person had a
NEW CLIENT FEE !

Turns out they had somehow, put a link to their website on MY WEBSITE? Their customer service person and my web people, confirmed this!

When I told them I was leaving they became super
PASSIVE AGGRESSIVE! They told me I had to go through a FOUR STEP PROCESS to leave, and I had to cancel all existing bookings and
REFUND DEPOSITS, even although the people were still booked in on the new diary???

It took me TWO WEEKS to get away from them . They had links everywhere, so when people were booking through the NEW diary system FRESHA were still capturing bookings in the background so I had DOUBLE BOOKINGS and an administration nightmare!

My web guys were still removing links even after the account was closed

My Advice - Get yourself a diary company that ONLY charges a
SET MONTHLY FEE !

And don’t be fooled by 5* reviews! Every time a Fresha customer service person answers a basic question, they get you to click the stars which is not a true reflection of their dubious practices which really requires investigation

Quick to take payments but not reliable whatsoever.

The system allowed a double booking, forcing me to turn a client away and making my business look unprofessional.

Even worse, when I contacted support, they refused to waive the fee or take responsibility for the issue.

A booking platform should be reliable, this one is not so will be changing my booking system to another.

Ok, so even if it is not entirely an issue, just something designwise people are ALWAYS friendly. Elhami helped me today and shows great customer/client service. It makes me feel that I use a platform that is there for small businesses as well.

I have been with fresha since 2020 before they started charging per month fee. Their fresha marketplace new client fee is bogus. It will cost you an obscene amount of money and they’ll claim it because of clients discovering you through the market place but that’s not true. Clients can click on your link and if you’re link is broken (misspelled or something else) and they type your name in directly, fresha will collect this fee on a technicality. I’m moving over to mango mint asap. I’m an established small business and I’ll be damned if I’m giving them that 20% fee from my hard earned reputation and they are nasty about it too! Bad business to treat a long time client that way. It’s shady to charge tha fee. Other companies do not do this for online booking capabilities. I’m upset it took me this long to realize the scam. Almost $18,000 they’ve essentially stolen from me on a technicality. I’m not being marketed to new clients on fresha, people are literally typing my salon name in their marketplace and they’re charging a fee for that! Go elsewhere, the features aren’t great and they charge for add ons like you wouldn’t believe. Not worth it AT ALL.

IN RESPONSE:
Just for clarification my business grew due to our reputation that fresha benefits from. It isn’t unclear how the marketplace works. It benefits from technicalities when people find me from google and specifically type my salon into the marketplace fresha claims that your marketing me. I’m not discovered via the marketplace people are clicking on MY links and fresha is taking a HUGE fee for that. I’ll be switching to mango mint that gets embedded into my website. It’s invisible and doesn’t try to take extraordinary fees when it already gets a cut from sooo many other things I’m charged for. It’s GREED! It’s not surprising another large GREEDY corporation.