How to leave Fresha without losing your clients

1. Work out what you are actually paying

Pull your last three months of Fresha statements before you decide anything. Look for the subscription, new-client fees, card processing, text message charges and add-ons such as Smart website (£12.95 a month) or Premium support (£14.95 a month). The Fresha fee calculator models the main costs from Fresha’s published rates.

If your new-client fees are small, moving may not save you money. There can still be good reasons to move, such as owning your website and client relationship, but go in knowing the numbers.

2. Check your notice terms

Fresha’s pricing page says there is no long-term contract and you can cancel at any time. Its partner terms say you must give at least 30 days’ written notice to cancel paid services, and that fees stay due during the notice period. Plan for the 30 days.

3. Choose your new setup before you give notice

Decide where bookings will go next and have it working before clients see a change. The options split three ways: another marketplace, booking software you set up yourself, or a booking website built for you. Compare the main UK options.

If you are considering Treatwell, read its supplier terms first. They ask partners not to use other third-party software to take customer bookings, which matters if you also want your own booking site.

4. Export your client list and appointment history

1. In Fresha on a desktop, go to Clients, open the Clients list, then choose Options in the top right and export in Excel or CSV format. On mobile, it sits under the Actions menu.
2. Your login needs the ‘Can download clients’ permission.
3. Export your appointments from the Appointments list with the Export button, as PDF, CSV or Excel.
4. Save any sales or payment reports your accountant needs while you still have access.
5. Open every file and check it. Fresha does not say which fields the client export includes, so confirm names, email addresses and phone numbers are there.

Card details do not come with you. Fresha says they are stored encrypted and cannot be exported or transferred, so clients will add a card again the first time they book on your new system.

You are responsible for that client data. Store the files securely, and only use the list for marketing if clients have agreed to it.

5. Stop paying new-client fees while you wind down

• Put the Book Now links generated in your Fresha partner profile on your website and social pages. Fresha charges no new-client fee on those, and says it will not refund fees if the wrong link is used.
• Make sure regular clients are on your Fresha client list. Clients already on the list, including ones you add or import before they book, do not count as new.
• Know the exception: a client who saw your Fresha marketplace profile first and then booked through your website still counts as a marketplace new client.
• Mark no-shows on the same day. Fresha does not charge the new-client fee on a no-show marked that day.

6. Deal with future bookings, deposits and gift cards

List every appointment booked beyond your go-live date, plus any deposits, packages, memberships or gift cards clients have already paid for. For each one, decide whether you will honour it, move it to your new system or refund it, and tell the client which.

7. Swap every booking link

Clients find your booking link in more places than you remember. Work through these on go-live day:

• Your Google Business Profile booking and website links.
• Instagram and Facebook booking buttons, and the link in your bio.
• Book buttons on your website.
• QR codes on your counter, mirrors, business cards and receipts.
• Your email signature, automated replies and WhatsApp Business profile.
• Any directories or local listings that link to your Fresha page.

8. Tell your clients

Short and plain works best: what is changing, when, and the new link. Send one message a week or so before go-live and one on the day. Keep these to what clients need to know to keep booking with you. Send offers only to clients who have agreed to marketing.

9. Give notice and close down

1. Give Fresha written notice for any paid services, and note the date the notice period ends.
2. Once your new links are live and remaining Fresha bookings are handled, unlist your marketplace profile. Fresha says this disables all your online booking channels, so do it last.
3. Take a final export of clients and appointments on your last day of access.
4. Check your final Fresha invoices and payouts.
5. If your Fresha Smart website used a domain you own, point it at your new site. If you bought the domain through Fresha, ask Fresha how to transfer it before you cancel.