Help and support
Book a stylist in Perth, at home or at the salon.
The quickest way to get help is the help assistant in the app: open Ekstra, then Profile › Support. You can also write to us.
Write to us
support@ekstra.app. Give us the e-mail address of your account and, if it's about a booking, its date and the stylist's name.
When we reply
We reply within 2 to 3 business days (Monday to Friday, Perth time).
Frequently asked questions
How do I book a haircut?
From Home, choose a service, then the place (your home or the salon), a stylist and a time, and send your request. The stylist accepts it, then you pay in the app: your booking is then confirmed.
When am I charged?
Sending a request costs nothing. You only pay once the stylist has accepted, right in the app. If the stylist doesn't respond in time or declines, you aren't charged.
How do I cancel a booking?
Go to Bookings, open the booking, and tap Cancel. Cancelling more than 2 hours before the scheduled time is free. Later cancellations may incur a 50% charge.
How am I refunded?
Refunds go back to your card automatically. A free cancellation, a cancellation by the stylist or a stylist no-show are refunded in full, service fee included. For a late cancellation, see "What happens if I cancel late?".
How do I delete my account?
Profile › Delete account. It is only possible with no booking in progress. Your personal information (name, email, phone, photo) is erased and sign-in is disabled; booking history is kept anonymously.
How do I report a message or a profile?
Use the "Report" button on the message, profile or review and choose a reason. The team reviews every report.
How do I become a provider?
Sign up as a provider (or add this role to your client account from Profile) with an ID document and your home base. The salon address is optional: it is only needed if you see clients at a salon.
Safety
To report a person or some content, use Report in the app, or write to safety@ekstra.app.
In case of emergency, call 000. Ekstra does not monitor or respond to emergencies itself.
Questions about your personal information: privacy@ekstra.app. Delete your account