Support
Frequently asked questions
Everything you need to know about SalonOS. Can't find what you're looking for? Contact support.
Everyone
General
- What is SalonOS?
- SalonOS is a cloud-based, white-label SaaS platform built for salon and spa chains. It gives every chain a branded online presence with online booking, staff scheduling, multi-location management, and customer relationship tools — all from a single platform.
- Who is SalonOS for?
- SalonOS serves four types of users: customers who discover salons and book appointments, chain owners who manage their organization and brand, branch managers who handle day-to-day operations at a location, and stylists who view appointments and build client relationships.
- How is SalonOS different from other salon software?
- Most salon platforms are a booking form with multi-location bolted on afterwards. SalonOS was multi-tenant from the first commit: a production-grade scheduling engine that is correct across timezones, white-label storefronts that make every chain look like itself, and a marketplace that sends customers into them.
Everyone
Booking & Scheduling
- How does online booking work?
- Follow a 4-step wizard: choose a location, select services (with optional style variants), pick who you would like and a time slot, then confirm. The availability engine runs in real-time, accounting for staff schedules, existing bookings, holidays, and buffer times.
- Can I book multiple services in one appointment?
- Yes. SalonOS supports multi-service bookings where different services can be assigned to different qualified stylists. For example, a haircut with one stylist and a color treatment with another — all in one booking.
- How does staff scheduling work?
- Branch managers create shifts, working windows, and time-off events through the admin panel. The availability engine automatically computes which slots are available based on all schedule constraints, including recurring patterns.
- Do bookings show in the correct timezone?
- Yes. All times are displayed in the branch's IANA timezone, not the customer's browser timezone. This prevents confusion for chains operating across multiple time zones.
Chain Owners
Plans & Billing
- How do I get started?
- Sign yourself up. Choose your chain name and storefront address, confirm your email with a six-digit code, and your chain is created on the Free plan — 1 branch, 5 staff members and 10 services. Nobody needs to set it up for you.
- What happens if I exceed my plan limits?
- The system prevents you from adding more resources beyond your plan limit (branches, staff, or services). You'll see a prompt to upgrade — no surprise charges.
- How do I move to a paid plan?
- From the Billing page in your dashboard: choose a plan and pay securely through our payment provider. Limits and features update as soon as the payment goes through. If a plan is not on sale in your market yet, or you want to move back to Free, contact support.
- Do you offer custom Enterprise pricing?
- For franchise networks with 10+ locations, contact us to discuss custom plans with higher limits, dedicated support, and tailored features.
Chain Owners
Multi-Location & Branding
- What web address does my chain get?
- Every chain gets its own storefront page on SalonOS the moment it is created — your services, your branding, your booking flow, at an address built from your chain name. Customers can reach it directly or find you through the marketplace.
- Can I use my own domain?
- Not yet: custom domains such as yourchain.com are coming soon on the Growth plan. Until then every chain's pages live on SalonOS, at an address built from the chain's name, and that address is yours to share.
- Can I match the storefront to my brand?
- Yes. Choose from preset themes or set your own colours, and every branch page, the booking flow and your storefront pick them up. Themes are checked for readable contrast, so a bold palette still leaves your prices legible.
- Is data isolated between salon chains?
- Completely. Each organization's data — customers, bookings, staff, services — is fully isolated. No chain can see another's data. This is enforced at the middleware level on every API request.
Everyone
Security & Privacy
- How is my data protected?
- SalonOS uses token-based authentication, one-way password hashing, role-based access control, and organization-scoped data isolation. All traffic is encrypted in transit, and one-time codes are hashed before storage — never held in readable form.
- How do you handle data privacy?
- SalonOS is built with privacy-first principles aligned to GDPR and CCPA standards — including data isolation between organizations, role-based PII masking, and purpose-limited data collection. Personal details like phone numbers and email addresses are automatically masked or hidden based on the viewer's role. See our Privacy Policy for details.
- Can staff access data from other branches?
- Access is role-based. Staff see only their own appointments. Branch managers see their branch. Chain owners see all branches. Each role has precisely the access they need.
- How is staff privacy protected?
- Staff members use professional nicknames for all customer-facing interactions — customers see a first name with the role the place uses, such as "Stylist Asha" at a salon or "Therapist Asha" at a spa, instead of real names. Profile photos are hidden from customers, and phone numbers and email addresses are never exposed externally. This is enforced server-side on every API response.
- Can customers see my phone number or email?
- No. Customer contact details are hidden from other customers and from staff. Branch managers see masked versions (partial digits/characters). Only chain admins and platform admins can see full contact information.
Still Stuck
Still have questions?
Our support team is here to help. Reach out and we'll get back to you promptly.