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Fresha’s Marketplace New Client Fee

Ready to get your business noticed? Let Fresha help you grow and connect with new clients. Here, we’ll walk you through everything you need to know about the Marketplace New Client Fee, from when it applies to how it's calculated.

In this guide, we’ll cover: 

Getting started 

We’ve carefully designed our online marketplace to give businesses like yours a place to shine, grow, and attract new clients. You can learn more about the benefits of featuring on Fresha’s marketplace here. To find new clients through Fresha, you’ll need to set up your Marketplace profile online. 

Before diving into how the Marketplace New Client Fee works, check out the rate and minimum fee on our pricing page.

Marketplace New Client Fee explained 

By listing your business on Fresha’s marketplace, you’ll be in the spotlight, gaining more bookings. Fresha will do all the work to showcase your business and attract new audiences who are likely to become repeat clients. 

For each brand-new client we bring you via the Fresha marketplace, a one-time Marketplace New Client Fee will apply. These are clients whose contact details were not in your Fresha Partner account at the time the appointment was booked via the marketplace. 

The Marketplace New Client Fee will never apply to: 

  • Clients that you have manually added and saved to your client list. 
  • Clients imported into your Clients list before the appointment was created.
  • Clients who are returning to you.

Identifying new Marketplace clients

We’ve implemented a series of checks that take place to make sure your business is only ever charged the Marketplace New Client Fee for brand-new clients that discovered your business through Fresha.

Fresha will identify clients that discovered your business through the Fresha Marketplace:

  • If the client books via your website, Google Reserve or social channels and has not viewed your Fresha Marketplace profile in the past 7 days the fee will not apply.
  • If the client books via your website, Google Reserve or social channels and has viewed your Fresha Marketplace profile in the past 7 days the fee will apply.
  • If the client books their appointment through the Fresha Marketplace then the fee will apply.

Fresha will recognise existing clients based on their contact details as follows: 

  • If the client's email address matches an email address belonging to an existing client in your client list, Fresha will class this as an existing client, so the fee will not apply.
  • If the client's mobile phone number matches the mobile phone number belonging to an existing client in your client list, Fresha will class this as an existing client, so the fee will not apply.

NOTE: To find a client's booking channel, check the Client source in their profile. Clients who booked online through the Fresha Marketplace will have Fresha listed as their source. 

TOP TIP: To prevent being charged the Marketplace New Client Fee for your own clients, we recommend taking the following actions, before inviting customers to book online with you:

  • Make sure that all your existing client’s contact details are imported into your Fresha account, before listing your business on the marketplace.
  • Merge duplicate client profiles to keep your client list updated and organised. 
  • Send a Blast campaign to introduce your newly imported clients to your new booking system and provide them with the correct link for future appointments.
  • Generate a QR code and print it as a sticker to add to your entrance door or on your desk for clients to scan and book instantly when they come across your business.

Marketplace New Client Fee calculation

The Marketplace New Client Fee is a percentage fee calculated based on the value of the initial booking made online by the brand-new client. A minimum fee applies for lower-value appointments. We’ve designed this fee to be fair for your business, meaning:  

  • The fee does not apply to additional services or products added by your team during the checkout after the initial booking is made.
  • The fee does not apply to products purchased online.
  • The fee does not apply to tips or service charges added during checkout. 

FAQs

Q. Where can I see which channel the client booked through? 

You can find the channel a client booked through by checking the Client source. Head to your Client list, click on a client to open their profile and select Client details. Under Personal details, you'll see their Client source as either: 

  • Fresha - The client booked online through the Fresha Marketplace via the app. 
  • Facebook or Instagram - The client booked online through your social channels.
  • Book now link - The client booked via the Book now button on your website.
  • Walk-in - The client booked in-store as a walk-in.

Q. 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 and books an appointment with you via the Fresha marketplace. To ensure you’re not charged for existing clients, we recommend making sure that all your existing client’s contact details are imported into your Fresha account, and merging duplicate client profiles before listing your business on the marketplace.


Q. How will cancellations affect the Marketplace New Client Fee? 

Clients can cancel or reschedule their own 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:

  • If the client cancels the appointment online through their Fresha account, the Marketplace New Client Fee will not apply. Instead, the same fee (which is calculated based on the value of the initial booking) will be deferred and applied when their next appointment is booked.
  • If you or your team members cancel the appointment on behalf of the client, the Marketplace New client fee will apply.

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

We recommend encouraging clients to cancel online through their account. This way, the Marketplace New Client Fee won’t apply to you. Instead, the same fee will be deferred and applied when their next appointment is booked. If you have a no-show and late cancellation policy in place or if you are taking upfront payments, you have the option to apply this policy to your clients - this will help cover the cost of the new client fee while protecting your business revenue. The decision on whether to apply a fee to clients is entirely at your discretion, the Marketplace New Client Fee will still apply


Q. 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 initial booking made online 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 initial booking made by the client, and not on the discounted amount applied in-store

Q. Can I opt out of the Marketplace New Client Fee? 

In order to take bookings online 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 opt-out by unlisting your profile and continue to manually book and manage your clients through the calendar.


Q. Is the Marketplace New Client Fee charged for the whole booking? 

The Marketplace New Client fee is calculated based on the value of the initial 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.


Q. Will the Marketplace New Client Fee still apply if the appointment is free? 

Yes, a minimum Marketplace New Client fee will apply to free and low-value appointments. Check out our pricing page for more details. 


Q. 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 using your website.

If the client books more than 7 days after visiting the Fresha Marketplace then we no longer consider them as a Marketplace client and the fee will not be applied.

 

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