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Terms & Conditions

Clinic Management software that makes booking and rebooking multiple appointments simple and pain free.


Minimum Contract Term

If you have opted to switch to a 12/24/36 month contract with Pabau, then upon completing an order with us, or switching to a contract mid-term, you will be bound to use Pabau for the specified period of time with an upfront payment due to us. The agreement extends for the minimum duration specified when you have switched to either 12, 24 or 36 months. Early termination during this period will incur an Early Termination Fee which will be 75% of the balance of the remaining amount due over the total period. Refunds will be issued for 25% of the remaining term provided 30 days written notice is given.

Stripe Fees

If you chose to integrate stripe into our platform, the overall fee payable on Card Not Present transactions will be c.2.9-3.1%*+20p/25c, which will be collected across online bookings, invoices and point of sale. Please note to facilitate stripe payouts Pabau Credits (previously sms) may be deducted to include stripe processing charges.

Terminal fees are 1.35%+20p in the UK, 3.1%+25c in the US, and 2.35% + 25c outside of the UK/US.

*Network fees (the fees card providers charge us) vary slightly, so the above is an indicative guide. There is a 0.99% surcharge on American Express cards that are transacted through terminals in the US and 2.5% surcharge for Amex taken in any other country (i.e. UK/Europe). It is advised to key these cards via the POS to save on this fee. All payment across Pabau are subject to a £/$/€1 minimum service fee.

Payment / Fees

The license fee (the initial amount of which has been previously notified to you by us), as time to time varied, shall be paid by you to us by Direct Debit. Any variation to the license fee will be notified to you by us in writing at least one month before it becomes effective. The license fee and other charges payable by you to us are exclusive of any applicable VAT which shall be payable by you at the rate and in the manner prescribed by law against submission of a valid tax invoice. Any charges payable by you to us in addition to the license fee shall be paid within 10 working days after the receipt by you of our invoice. We shall have the right to charge you interest on overdue invoices at the rate of 4% per year above the base rate of Lloyds Bank plc calculated from the date when payment of the invoice becomes due for payment up to and including the date of actual payment whether before or after judgment. Please note a charge of £1 will be applied for every 10 activations of no show protection activated.

– Downgrading or canceling your account may cause the loss of access, content or features of the Service. Hambrand Technologies Ltd. does not accept any liability for such loss.


– All monthly subscription fees must be paid monthly in advance, failure to make payment may result in loss of access to your Pabau subscription until payment has been made.

– Your payment will start the moment you have login access to Pabau (not when you decide to go live).


– When not charged, account setups are assisted only. All training content is available online via written tutorials for you to create & configure your system yourself.


– All monthly subscription fees must be paid monthly in advance.


– All face to face, call out training or visit request’s are chargeable.


– There are no refunds for unused time.


– There are no refunds for training.


– Please note you are expected to learn to create consent, medical & treatment forms within Pabau. Whilst on occassion we may upload the initial forms, we would not continue to accept forms sent to us after you have been given access to Pabau, however we provide any and all support to assist.


– Unless requested, your text bundles will renew once it has fallen low. You may request in writing for auto-topup to be switched off.


– If you have any questions about charges made to your account, please contact us immediately. If there are charges made in error, we will credit your account or credit card account for the appropriate amount.


– SMS reminders (an optional feature) are charged per SMS sent. You are responsible for ensuring you have sufficient credit for SMS reminders (these are charged separately from the monthly subscription). Refunds will not be issue for unused SMS reminder credits if you cancel your account.


– Pabau only accepts payment by Direct Debit collected via GoCardless or credit card/debit card payments via Stripe, we do not accept bank transfers.


– Pabau Pay readers remain the property of Pabau until they are fully paid, if you cancel your Pabau account at anytime with a balance on your Pabau Pay reader, we will deduct the amount owed on the reader off any final payment to settle the account.  You will also be able to return the reader to us, to avoid this charge. 

Licensor’s Proprietary and Intellectual Property Rights

The licensed program materials and any and all intellectual property rights of whatever nature which now or in the future subsist in the licensed program materials are and shall remain our property.


We warrant that in fulfilling our obligations under the terms of these terms and conditions we will attain standards of care and skill commensurate with those currently prevailing in the software industry and that all our personnel will have qualifications and experience appropriate for the tasks to which they are allocated. The warranties above shall be subject to you complying with your obligations as set out in these terms and conditions and shall also be subject to any limits and exclusions of liability set out in these terms and conditions. In particular, the said warranties shall not apply to the extent that any defect in the licensed programs arose or was exacerbated as a result of:


– Incorrect use, operation or corruption of the licensed programs


– Any unauthorised modification or alteration of the licensed programs; or


– Use of the licensed programs with other software or on equipment with which it is incompatible. To the extent permitted by applicable law, we:


– Disclaim all other warranties with respect to the licensed programs, either express or implied, including but not limited to any implied warranties relating to quality, fitness for any particular purpose or ability to achieve a particular result


– Make no warranty that the licensed programs are error free or that the use thereof will be uninterrupted and the Licensee acknowledges and agrees that the existence of such errors shall not constitute a breach of the terms and conditions as set out in these terms and conditions.


We shall indemnify you for personal injury or death caused by the negligence of our employees in connection with the performance of their duties under the terms contained in these terms and conditions or by defects in any product supplied to you pursuant to the contents of these terms and conditions. Save in respect of claims for death or personal injury arising from our negligence, in no event will we be liable for any damages resulting from loss of data or use, lost profits, loss of anticipated savings, nor for any damages that are an indirect or secondary consequence of any act or omission by us whether such damages were reasonably foreseeable or actually foreseen. We and you acknowledge and agree that the limitations contained in these terms and conditions are reasonable in the light of all the circumstances. All liability that is not expressly assumed in these terms and conditions is excluded. These limitations will apply regardless of the form of action, whether under statute, in contract or tort including negligence or any other form of action. For the purposes of this clause, references to the “us” or “we” include our employees, sub- contractors and suppliers who shall all have the benefit of the limits and exclusions of liability set out above in terms of the Contracts (Rights of Third Parties) Act 1999. Nothing in these terms and conditions shall exclude or limit liability for fraudulent misrepresentation.


You are solely responsible for the cancellation of your account. You can cancel your account at any time by completing this form, you may terminate the license at any time by giving at least 30 day’s prior notice. Upon cancellation, you acknowledge you will no longer be able to access your subscription. We may terminate the license forthwith on giving notice in writing to you, if you commit any serious breach of any term contained in these terms and conditions and (in the case of a breach capable of being remedied) shall have failed, within 10 working days after the receipt of a request in writing from us to do so, to remedy the breach. Any termination of the license or the agreement as set out in these terms and conditions (howsoever occasioned) shall not affect any accrued rights or liabilities of either we or you nor shall it affect the coming into force or the continuance in force of any provision in the agreement set out in these terms and conditions which is expressly or by implication intended to come into or continue in force on or after such termination.

Subscription Fees Upon Termination

Termination/Cancellation of subscription fees payed to us is down to you as the subscriber, Hambrand Technology Limited will not be liable to return any excess subscription fees paid if continued payment is made after a request to cancel/downgrade an account. It is soley the responsibility of you, the subscriber to cancel any standing order, credit card payments or direct debits in regards to accounts held with Hambrand Technology Limited when you terminate your account(s), or close down any locations within Pabau (Hambrand Technology Limited).We do not and cannot audit accounts for usage, so continued payment, will result in us assuming our contract with you is still live, regardless if you access your account or not.

30 Day Money Back Guarantee on Subscriptions

100% subscription refund for 30 days – no questions asked!

If you are unhappy with the service and wish to cancel we offer a 30 day money-back guarantee on any subscriptions paid. Please contact [email protected] within 30 days from receiving your login details and we will refund you for the full amount of your subscription.

Training/Setup fees are non-refundable.

After entering into an agreement to use Pabau by completing the order form you accept that training/setup fees are non-refundable under any circumstances. Our team will immediately start working on your account and our developers/import team are charged at c£100-150 per hour. If you sign up via the order form, as our team will immediately start working on your account, there is no refund for any fees relating to setup costs. If you have purchased Gold/FPM onboarding, our team may in exceptional circumstances assess time spent and offer a without prejudice partial refund after the calculation on team hours spent has been completed.


Please note, we, as a data processor, process data on behalf of you, our customers, (who are typically data controllers) in accordance with Article 28 of the GDPR.

All details regarding how we manage and store your data can be found on:-
If you cease to be a client of Pabau, we will hold your data for 90 days, after this period your data will be permanently removed from our system.

Please note, if you cancel your direct debit or have repeated failed payments, and we are unable to contact you to setup an active subscription, we will write to you and let you know that the cancellation process has taken effect, and you should only expect us to hold your data for 90 days after this notice.

After data is removed from Pabau, we cannot recover it under any circumstances, your data is your responsibility.

Please note if you do not access your account within 6 months we will class your account as no longer active, and you will cease to be a client, we will therefore delete your account and data. Your data may be recoverable for a fee which represents our developers time £700

Data Export

There are several different ways of getting your data off of Pabau:

At any time you can download all of your data at your convenience using our reports feature to download the data as and when you require it – our friendly customer support team can send you the guides for this.

We  offer a managed export, where our developers will download and arrange all the EMR on your behalf, this can be arranged at a date and time specifically selected by you, this is a chargeable service, due to them. The cost of us completing the managed export is £450+VAT.

Free Export Option: This option requires you to give us 30 days’ notice to cancel your Pabau account. After this period, you will no longer be a Pabau customer, and your data export will commence on the last day of your Pabau account. It may take up to 5 business days due to the size of the data. Once completed, we will send you all your exported data.

Data Protection

Both we and you undertake to comply with the provisions of the Data Protection Act 2018 and any related legislation in so far as the same relates to the provisions and obligations contained in these terms and conditions.

Forces Beyond Our Control

Neither we nor you shall be liable for any failure or delay in performing our respective obligations where such failure or delay results from any cause that is beyond the reasonable control of either you or we. Such causes include, but are not limited to: failure of one of our servers, power failure, internet service provider failure, industrial action, civil unrest, fire, flood, storms, earthquakes, acts of terrorism, acts of war, governmental action or any other event that is beyond the control of the party in question. If such circumstances continue for a continuous period of more than 14 days, either Party may terminate this Agreement by written notice to the other Party.

Accounts & Passwords

You must be a registered user to access the Service
You must provide accurate, up-to-date and complete information when you register
You are solely responsible for keeping your password secure
You will be solely responsible and liable for any activity that occurs under your user name
You must use all reasonable endeavours to prevent any unauthorised access to, or use of, the Service and you must notify us immediately in the event of any unauthorised access or use

Acceptable Use

This part of the agreement describes the acceptable use of the Service. It ensures that you do not use the Service for illegal or prohibited purposes.
You are solely responsible for your conduct and your data related to the Service
You warrant that you have all rights, licences, authorisations and consents required to use the Service, including without limitation in respect of your data
You agree to indemnify us from any and all loss, cost, liability, and expense arising from or related to your data or use by you or your employees, contractors or agents of the Service or violation of these Terms of Service
The Service, including any software that forms part of the Service, is made available to you for your personal use or internal business purposes, and such use must comply with all applicable laws, rules and regulations, including without limitation privacy laws, and must not infringe or violate third party rights
Under no circumstances would you pass login credentials to a 3rd party such as (but not limted to) a competitor, an agency or web development company.
The Plan you purchase will limit the number of users that may use the Service. You must not allow any additional users to use the Service
We may assist in account imports, however hosting large amounts of files is a chargable service if the data is being migrated from a previous system
You are aware that some reports will not work on data that has been migrated from previous systems, and it is advised that all reports to are to be run from your implementation date moving forward.
We reserve the right to audit your use of the Service, at our own cost and upon giving you reasonable notice, to determine whether your use is in accordance with these Terms of Service and any other terms that apply to the Service. If an audit reveals that you have exceeded the scope of use permitted, you may be required to immediately pay an additional service fee for such use
Any unauthorised use of the Service is a violation of these Terms of Service and may breach English law. Such violations may subject you or your staff to civil and criminal penalties
We will endeavour to make the Service available 24 hours a day, seven days a week. However, you acknowledge and agree that the Service may occasionally be unavailable during periods of planned or unscheduled maintenance. We may perform unscheduled maintenance at any time, but will do this outside of normal business hours where possible


We and you agree that, in the event that one or more of the provisions contained in these terms and conditions is found to be unlawful, invalid or otherwise unenforceable, that / those provisions shall be deemed severed from the remainder of this provisions contained in these terms and conditions. The remainder of contents of these terms and conditions shall be valid and enforceable.


This Agreement shall be binding upon, and inure to the benefit of the Parties and their respective successors and permitted assignees, and references to a Party in this Agreement shall include its successors and permitted assignees. In this Agreement references to a Party include references to a person: – who for the time being is entitled (by assignment, novation or otherwise) to that Party’s rights under this Agreement (or any interest in those rights); or – who, as administrator, liquidator or otherwise, is entitled to exercise those rights, and in particular those references include a person to whom those rights (or any interest in those rights) are transferred or pass as a result of a merger, division, reconstruction or other reorganisation involving that Party. For this purpose, references to a party’s rights in these terms and conditions include any similar rights to which another person becomes entitled as a result of a novation of this agreement constituted by these terms and conditions.

Privacy And Data Protection

1. For the purposes of understanding roles in regard to the General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) – Hambrand Technologies Ltd is defined as the Data Processor and the Client is the Data Controller.
2. Use of the Website and the Services is also governed by Pabau’s Privacy Policy which is incorporated into these terms and conditions by this reference.
3. The Client, as Data Controller, appoints Pabau as a Processor to process the Personal Data as described on the Client’s behalf.
4. Pabau will only process the Personal Data to provide the Services or otherwise to comply with applicable laws or regulatory requirement.
5. Pabau will ensure that any person with access to or processing the Personal Data is subject to a duty of confidence.
6. Pabau will take appropriate technical and organisational security measures to ensure the security of processing and protect the Personal Data from accidental or unlawful destruction, loss, alteration, unauthorised access or disclosure or unlawful processing. (Some, but not all, of the steps we take are explained in our Data Security Article here).
7. The Client authorises Pabau to appoint subprocessors as they deem appropriate or necessary for the provision of the Services.
8. Pabau will assist the Client in providing subject access and allowing data subjects to exercise their rights under the GDPR.
9. Pabau will assist the Client in meeting its GDPR obligations in relation to the security of processing, the notification of personal data breaches and data protection impact assessments.
10. Pabau will provide mechanisms for the Client to download all Personal Data at any time, to delete the record of a single Data Subject, and to delete all Personal Data at the end of the contract.
11. Pabau will submit to Client audits and inspections, provided the Client pays an applicable audit fee in full, and in advance of the commencement of such audit.
12. Pabau will immediately inform the Client if it is asked to do something infringing the GDPR or other data protection law of the EU or a member state.
13. Nothing within this contract relieves Pabau of its own direct responsibilities and liabilities under the GDPR.

Pabau Startup

If you have taken advantage of our Pabau startup package, please note this allows only 100 clients. If you exceed 100 clients, then your account will automatically be upgraded to the Pabau solo tier which will take effect on your next billing cycle. Please note, the only way to stay on the startup rate is to ensure you remain under 100 active clients.

If you receive notification you are moving to the higher tier, and are unhappy with this, please reduce your active user count and let our accounts team know by contacting us on live-chat.

Nature of Agreement

The agreement as set out in these terms and conditions is personal to us and you and neither party may assign, mortgage, or charge (otherwise than by floating charge) or sub-license any of its rights hereunder, or sub-contract or otherwise delegate any of its obligations hereunder, except with the written consent of the other party, such consent not to be unreasonably withheld. Notwithstanding the provisions above, either party may assign the agreement as contained in these terms and conditions to any acquirer of all or of substantially all of that party’s equity securities, assets or business relating to the subject matter of these terms and conditions or to any entity controlled by, that controls, or is under common control with a party to this agreement set out in these terms and conditions. Any attempted assignment in violation of this provision will be void and without effect. These terms and conditions contains the entire agreement between the us and you with respect to its subject matter and may not be modified except by an instrument in writing signed by the duly authorised representatives of us and you. We and you acknowledge that, in entering into this agreement as set out in these terms and conditions, we did not rely on any representation, warranty or other provision except as expressly provided in these terms and conditions, and all conditions, warranties or other terms implied by statute or common law are excluded to the fullest extent permitted by law. No failure or delay by either we or you in exercising any of our or your rights respectively under this agreement as set out in these terms and conditions shall be deemed to be a waiver of that right, and no waiver by either party of a breach of any provision of this agreement contained in these terms and conditions shall be deemed to be a waiver of any subsequent breach of the same or any other provision..

Agreement of Terms

When you place your order you are agreeing to these terms and conditions and its contents will remain effective until it is replaced.


If a direct debit chargeback is completed for any amount while you have an active subscription with us, your account will be immediately suspended while our team carries out an investigation into this. Please note, you will be unable to access your accounts until this review has concluded and it may take between 24-48 hours.