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Fresha’s Marketplace New Client Fee

Reach new clients with almost no effort by publishing your profile on Fresha’s marketplace. Showcase your business to millions of monthly users and gain more clients while only paying a small, one-time fee for each new client that discovers you through the Fresha marketplace.

This guide covers:

Understanding the Marketplace New Client Fee

You’ll need to start by setting up your online Marketplace profile to list your business on Fresha’s marketplace, where you’ll gain exposure to thousands of local clients searching for your services online every day.

Tens of thousands of appointments are made daily on the marketplace, with 4 out of 5 clients returning for a second appointment. When we bring you a brand-new client through the Fresha marketplace, we’ll only charge you a one-time Marketplace New Client Fee for introducing them to you. The fee does not apply to returning clients.

What is a Marketplace new client?

Marketplace new clients are individuals who first discover your business through the Fresha marketplace and go on to make an online booking. You can easily identify a Marketplace new client by checking their client profile: 

  1. Open your Clients list and select a client to open their profile. 
  2. Check for the following details:
    New Fresha client label:
    If the client discovered your business through the Fresha marketplace, their profile will be labeled with '
    New Fresha Client’. Once their first appointment is completed, the label disappears and the client becomes an existing client.
    Client source: 
    If the client discovered you on the Fresha marketplace, the client source will show as ‘
    Fresha Marketplace’. Check this by clicking on Client details and viewing the Client source under Additional info

TOP TIP: Clicking on the Client source shows the complete Fresha Marketplace client journey, from their first discovery of your business on the marketplace to the moment the Marketplace New Client Fee is applied

A complete Fresha Marketplace client journey will show as follows:

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How does Fresha verify New marketplace clients?

To make sure you’re only ever charged the Marketplace New Client Fee for brand-new clients who discover your business through us, we’ll track the client’s online activity and carry out the following checks: 

✔️ The Marketplace New Client Fee applies when: 

  • The client is not an existing client on your Clients list at the time of booking.

  • The client first discovers your business on the Fresha marketplace and goes on to make an online booking.

  • When booking, the client confirms they haven't previously visited your business before.

We’ll ask the client if they have visited your business before as a final check when they make a booking online: 

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❌ The Marketplace New Client Fee doesn't apply when:

  • The client already exists in your Clients list when they book their first appointment. This includes returning clients and manually added clients saved to your account.

  • The client has been imported into your Clients list before they make their first appointment booking.

  • The client confirms they have previously visited your business before booking.

Calculating the Marketplace New Client Fee

We only charge a one-time fee for each new client who discovers you through the Fresha marketplace. This fee is calculated based on the value of their first completed appointment.

To keep things fair for our partners, the fee doesn't apply to:

  • Additional services or products that are added to the appointment by your team during checkout, after the initial booking is made.

  • Memberships, Gift cards and Products bought online.

  • Tips or service charges that are added during checkout.

NOTE:

  • So things stay affordable, the Marketplace New Client Fee has a maximum cap for higher-value services. Similarly, a minimum fee is applicable for appointments that are free or of lower value.
  • If the Marketplace new client cancels the appointment online through their Fresha account, the fee will be deferred and charged based on the value of the next appointment booked.

How much is the Marketplace New Client Fee?

You can find the Marketplace New Client Fee rate and minimum fee on our pricing page

Where can I find charges for Marketplace New Client Fees?

All charges for Marketplace New Client Fees will show in your business wallet. To view these transactions: 

  1. Click on the wallet icon to open your business wallet. 
  2. Select Fresha accounts
  3. Marketplace New Client Fee transactions will show under your account activity labeled as a ‘New Fresha client fee’, accompanied by the name of the associated client.
  4. Click on the transaction to view Transaction details, including the appointment and client source. 
  5. Click on the Client source history to see when the client discovered your business on the Fresha marketplace and when the fee was charged.

Tips for managing existing clients

To prevent being charged the Marketplace New Client Fee for your existing clients, we recommend taking the following steps before encouraging them to book online with you:

  • Before listing your business on the Fresha marketplace, make sure all contact details for your existing clients are imported into your business account.

  • Send a Blast campaign to introduce your newly imported clients to your new booking system, providing them with the correct link for future appointments.

  • Maintain an updated and organized client list by merging duplicate client profiles.
  • Generate a QR code and print it as a sticker for your entrance door or desk, allowing clients to scan and instantly book when encountering your business.

FAQs

Q. 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. 

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 you via the Fresha marketplace and goes on to make an online booking. Check out our tips to ensure you’re not charged for existing clients.


Q. 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.


Q. 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 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. 


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 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. 

Q. 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. 


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 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. 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.


Q. Will the Marketplace New Client Fee apply if a client books through the online booking window sticker?
No, you won't be charged the Marketplace New Client Fee when clients book through the online booking window sticker provided by Fresha. This sticker includes a QR code that directs clients to your online booking page.


Q. 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.

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