Q&A

Client:

SMART WALK-INS

1. How do Smart Walk-Ins work for clients
Smart Walk-Ins fall under a type of (mobile services) it allows you to signal your intention to get a service without needing to physically be at the shop. You open the app, choose your professional, select a preferred time, and send your request. The professional receives it in real time and responds as soon as they can. (requests will end automatically within 10 minutes if there is no response)

2. Do I need an appointment to use Smart Walk-Ins
No. Smart Walk-Ins are designed for last minute visits. You do not need to book ahead.

3. What happens if the professional cannot fit me in
If the professional is fully booked or too busy, they will decline your request. You will be notified right away so you can try again with another professional.

4. Can I see how long the wait time is
In many cases you will see either an estimated time or a position in queue once prior to your request being sent. When order is accepted, the professional can update you through the app.

5. Can I cancel my Smart Walk-In request
Yes. You can cancel your request as long as it’s before you make your payment. (simply press cancel)

6. How will I know when my Smart Walk-In request is accepted
You will receive a notification through the app and your request status will update to accepted. (Please make sure you have turned on notifications in your settings)

7. Can I choose my preferred barber or stylist
Yes. You can select a specific professional by browsing their profile and sending a Smart Walk-In request directly to them.

8. Are Smart Walk-Ins available at all times
Smart Walk-Ins are available based on each shop’s operating hours and each professional’s availability. If they are offline, you will not be able to send a request.

9. What if I am running late after my request is accepted
You should message your professional via the inbox option. This keeps the process accurate for both the professional and other clients.

10. Is the pricing different when using Smart Walk-Ins
Pricing is the same as in-shop pricing unless the professional is physically not at the selected location. There is a 1$/ km fee if you would like your professional to meet you at the designated location. Professional pricing may change if there are outside their normal office hours.

11. Can I use Smart Walk-Ins for any service
Yes, most services support Smart Walk-Ins.

12. How do I know which professionals are available for Smart Walk-Ins
All professionals will have a green icon above ‘Smart Walk-in’ on their profile) and accepting will appear in your list. If someone is not visible, they are either busy or offline.

13. Can I view reviews before sending a request
Yes. You can see ratings and reviews for each professional before choosing who to send your request to.

14. Do I need an account to use Smart Walk-Ins
Yes. You need an account so the professional can receive and accept your request.

15. What if the app is not working when I try to send a request
Close the app and reopen it. Check your internet connection. If the problem continues, reinstalling the app usually solves it. (Please make sure you have set location permissions to “Always allow”)

16. Can I use Smart Walk-Ins for multiple people at the same time
Yes you can, simple press the + icon on the tips page.

17. Will I get an estimated wait time after sending my request
The only time you will not see an estimated wait time is if you are first in line (Request 0).

18. Can I pay through the app after using Smart Walk-Ins
Yes. You can complete your payment directly through the app once the professional has accepted your order. ( For security reasons we highly recommend paying via the Freshr app) We are not responsible for any transactions made outside of Freshr.

19. How do I give feedback about my Smart Walk-In experience
After your service, you can rate your professional and share feedback directly in the app via profile section.

20. Do Smart Walk-Ins count toward loyalty or rewards programs
We currently do not have a rewards program,

21. What should I do if I cannot see any professionals or place an order
If you do not see any professionals or cannot place a Smart Walk-In request, check that your location and notification permissions are turned on. If you are unsure where to find these settings, uninstall the app completely, reinstall it, and sign back in. You will be prompted to accept the required permissions again.

GENERAL CLIENT Q&A

What should I do first as a client?
We recommend that you set your addresses at the top left corner of the page.
What are the delivery/mobile options?
Delivery options allow you to benefit from on-demand hair services near you. These include Comes to you and walk-in Visit.
What does the Comes to You button do?
Once you select this, it will automatically show you the list of professionals on the platform available to Come to you.
What does the walk-in Visit button do?
By selecting this, you can see a list of all professionals available to meet you in your chosen location.
What do the Masculine and Feminine filters do?
These filters refine your search based on the professional offering the type of style you’re aiming to get. For example, if you want a modern style that both men and women can wear, you can select both.
Does ‘Comes to you’ mean delivery service to my address?
That is correct! You can take full advantage of services delivered to your doorstep or even a park. The possibilities are endless.
Does walk-in Visit mean they can’t come to my address?
That’s correct. walk-in Visit is still a delivery order, but it’s delivered to a predetermined location on the map. This option works best for those who prefer a traditional salon/barbershop experience.
How do I leave a tip?
For now, please have cash ready for our dedicated professionals. We are working on integrating this feature in future updates.
What does the Book Appointment option do exactly?
The Book Appointment option is for planners. If you prefer setting a specific date and time, this one is for you.
Can I book a delivery/mobile service for later?
Mobile services options are only available for immediate services. Only scheduled appointments can have specific time slots.
Can I book directly from the explore-map section?
Yes, you can simply click or tap on the card from the Explore page.
Where can I find my orders?
All orders are listed in your Bookings section.
Can I cancel an order after I’ve already paid for it?
No, once you confirm the order, it cannot be canceled.
I need a service right now. How do I know who’s available for deliveries/mobile services ?
Once you select your delivery option, whether it’s for someone to Come to you or walk-in Visit (e.g., in a salon or barbershop near you), all professionals you see listed are currently available.
What do I do if I don’t see anyone on the list?
You can opt for the Book Appointment option. This is also a great choice for planning ahead when your schedule permits it.
What is the cancellation policy?
Cancellations only apply to scheduled bookings.
Cancellation Policy
- Full refund for cancellations above 12 hrs; 50% refund under 12 hrs.
- Rescheduling is only allowed between 8 hours and above, before appointment time.
- No booking changes are allowed under 8 hours before the appointment time.
Can I chat with a professional?
Chats will only be available once payment has been confirmed.
Can I book for multiple people?
Currently, you can only book for one person per order. (guest options coming soon)
What are your platform fees?
We charge $1/km (for professional travel distance) plus a 2.9% + $0.30 transaction fee for delivery orders.
What does the following section do exactly?
The Following section helps you build a roster of top professionals all in one place. No need to call or search for availability. Everything you need to know about your favorite professional will be there, from their activities (such as stories) to whether they’re available for deliveries or calendar bookings. Best of all, the Following section also serves as a shortcut for your orders; simply tap on their card and that’s it!
How can I become a professional?
Simply head to your profile and select Become a Professional.

Professional:

Smart Walk-In FAQ for Professionals

1. What are Smart Walk-Ins for professionals
Smart Walk-Ins allow clients to signal that they want a service without calling or standing in line. You receive their request in real time and can accept it or decline it based on your availability.

2. How do I accept Smart Walk-In requests
When a client sends a request, you will receive a notification. You can review the request details and accept it. Once accepted, they appear in your queue.

3. Can I decline a Smart Walk-In request
Yes. If you cannot fit the client into your workflow, simply decline the request. The system will notify them instantly so you avoid awkward interactions.

4. Do Smart Walk-Ins affect my appointments
No. Smart Walk-Ins are designed to fit around any existing calendar bookings. You stay in control of your workflow.

5. How do Smart Walk-Ins help me make more money
More spontaneous traffic means more completed services. You avoid idle time and increase total revenue without relying only on pre booked appointments.

6. Can I stay focused on my current client without interruptions
Yes. You will not be forced to stop working to answer calls or messages. You can accept requests with a single tap and continue working.

7. Can I set my availability for Smart Walk-Ins
Yes. You control when you are visible for walk-ins by switching your online status on or off.

8. Can I limit how many Smart Walk-Ins I accept at once
Yes. Each request is individually accepted so you only take the amount of work you can handle. You remain fully in control.

9. Can I reorder or manage the queue
No. Orders in queue go based on the order in which they came in.

10. How does payment work for Smart Walk-Ins
Once you accept the request, the client pays through the app and funds are processed securely through Stripe. You receive your payout like any other service.

11. What if the client does not show up
Since payment is processed before the service begins, you are protected from most no shows.

12. Do I need to message clients back and forth
No. Smart Walk-Ins remove the need for texting, calling, or negotiating times. You tap accept and the system handles the rest.

13. What if I work inside a shop with multiple professionals
Clients only see your availability if the shop owner has marked your chair as active. Once active, you receive your own Smart Walk-In requests directly.

14. Can I turn off Smart Walk-Ins while I take a break
Yes. You can go offline anytime and come back when ready.

15. Will I know what service the client wants before accepting
Yes. Every request includes the service details and a preferred arrival time so you can plan accordingly.

16. Can Smart Walk-Ins bring me new clients
Yes. Clients near the shop can find you even if they have never met you before. This expands your client base and increases your long term revenue.

17. Can I track how many Smart Walk-Ins I complete
Yes. Your analytics page will show completed Smart Walk-Ins, revenue earned, and overall performance.

18. Does using Smart Walk-Ins affect my ratings
Yes. Great service through Smart Walk-Ins helps you earn more positive reviews and stand out among other professionals.

19. Do I still need a receptionist or front desk texting people in line
No. Smart Walk-Ins automate check ins and remove all manual line management.

20. What if I have technical issues with accepting requests
Make sure your location and notification permissions are enabled. If the problem continues, uninstall and reinstall the app, then sign back in to refresh your permissions. Support is always available if you need extra help.

GENERAL PROS Q&A

Who can become a professional?
All licensed professionals are welcome to sign up. Only Barbers in the province of Quebec are allowed to operate without a license.
How can I become a professional?
Simply select either Freelancer for mobile services or Elite Pro for our calendar management software.
What’s Stripe Connect?
Stripe Connect is where you can connect to receive your payouts. This also allows you to start receiving orders and bookings.
Where can I see how much I’ve made so far?
Simply direct yourself to Stripe Connect on the Home page.
How often do I get paid?
We process payouts daily. As of the first week, we require 8 full days to complete your first cycle. For example, a transaction made first week on Monday will be paid out by the following week on Tuesday at 12 AM. After this first week, daily payouts will be made for any subsequent transactions.
What do I owe the platform?
All bookings via calendar orders are free of charge. If you charge $40, you get $40—it’s that simple. We only benefit from a 15% charge from mobile orders to support our operation. (we recommend charging a premium for these services)
How do I create a service?
Simply head to the services section and follow the instructions.
What does auto-switch to freelance mode mean?
This allows you to become available to clients and charge more as soon as your day shift ends (working hours).
What does the freelance charge gauge do?
This allows you to set your Delivery/mobile service price as a freelancer, and we’ll handle the rest. (if you set your freelance charge above x1, your daily price will automatically switch to this multiple during your after-hours availabilities)
What does the Queue toggle do?
This allows you to start accumulating orders in the first store you find yourself at.
How do I access my calendar to see my scheduled bookings?
Simply head to Bookings and tap on Appointments.
Can clients book a specific time for delivery/mobile orders?
No, they must choose the Book Appointment option found on their homepage. All delivery orders are on-demand services with no set time.
Can I chat with my clients?
Yes, but only after they’ve confirmed their payment.
How do I manually book clients by myself?
We believe manually booking clients can disrupt your workflow. As professionals ourselves, we’ve made it simple. Simply select Book appointment, take their phone number or email, and press send. The client will do the rest.
How does the share section work?
This section allows you to share your links with clients for expedited bookings or copy them to place on your social media.
Can I set a preferred working radius?
Yes, you can set your preferred radius to only work within a specific area.
What happens if I close all my work hours and keep auto-switch to freelance on?
You will only receive delivery orders.
What should I do when I finish my service?
Ask the client to Follow you on Freshr. When you post stories, they’ll see them in the Following section of the app.
What are stories?
When a client follows you, they can now view your stories. Stay active and show off your passion. You can access this by clicking the "+" sign next to your profile picture.

Facility:

1. What are Smart Walk-Ins for facilities
Smart Walk-Ins allow clients to request a service from anywhere without having to physically wait inside your shop. Your professionals can accept or decline requests in real time which reduces line congestion and increases service flow.

2. How do Smart Walk-Ins help my business grow
You can fill empty chairs throughout the day. This increases total revenue without needing constant foot traffic or receptionist involvement.

3. Do Smart Walk-Ins replace regular walk-ins
No. Smart Walk-Ins enhance your walk-in experience by removing physical waiting lines. Traditional walk-ins can still come in normally.

4. Can I mark my shop as private and only for my staff?
Yes. Public mode allows outside professionals to fill chair vacancies. Private mode keeps only your team visible to clients.

5. How do I assign chairs to professionals
Inside your facility dashboard, you can link each chair to the correct professional. When that professional is online, clients will see their availability instantly.

6. Can I control how many Smart Walk-In professionals appear in my shop
Yes. You can add or remove assigned professionals at any time. You remain fully in charge of your structure.

7. Do I need to change my current booking system
No. Smart Walk-Ins operate alongside any system you currently use. There is no need to replace what already works.

8. How does payment work
Clients pay through the app. Funds are securely processed through Stripe and distributed according to your revenue sharing model.

9. Can I monitor the performance of each professional
Yes. You have access to analytics showing service activity, revenue results, queue status, and other performance insights.

10. Do Smart Walk-Ins allow me to offer mobile services
Yes. but only as a professional.

11. How do Smart Walk-Ins improve client satisfaction
Clients avoid long wait times and uncertainty. They know exactly whether they can be fit in which leads to happier customers and repeat visits.

12. Can Smart Walk-Ins bring new customers into my business
Yes. People nearby can discover your shop, request a service, and become long term regulars.

13. What if multiple Smart Walk-In requests come at once
Each professional reviews requests individually. You are never overbooked because the workflow is controlled by the professional capacity.

14. Can I manage my professionals availability
No. For now only professionals can manage their online or offline status.

15. How does Smart Walk-Ins reduce front desk workload
There is no need to track lines or answer constant availability questions. The system handles check ins and confirmations automatically.

16. What if a client arrives early or late
The professional can communicate directly within the chat option and can adjust based on timing and workload. You maintain flexibility without disrupting everyone else.

17. Are Smart Walk-Ins secure and compliant with payments
Yes. All payments are handled through Stripe which ensures secure processing and fraud protection.

18. Do Smart Walk-Ins work if internet goes down
If the app cannot connect, Smart Walk-Ins pause until service returns. Professionals can still operate normally with clients already inside.

19. Can I remove Smart Walk-In access for a professional
Yes. but only for those assigned to your location. You can revoke permissions instantly through the dashboard by unassigning them.

20. What should I do if Smart Walk-Ins are not showing in my shop
Check that your location and notification permissions are enabled. Confirm that your professionals have assigned chairs and are online. Reinstalling the app and signing back in can help reset missing permissions if needed.

GENERAL FACILITY Q&A

How do I earn from my vacant chairs?
First, create a facility by becoming a host and adding how many chairs you have.
How do I become a Host?
Head to the Become a Host section in your settings menu. (Head to Profile, then tap on Become a Host.)
How do I create a facility?
Head to the Facility section and tap on the plus button.
Is there a maximum number of seats I can have?
Yes and no. The maximum is 99 chairs for the our first users.
Is there a limit to how many facilities I can create?
All first-time users will benefit from unlimited facilities.
What does the share facility button do?
This option allows you to quickly cater to walk-ins and call-ins. You can share your link, and the client will easily find you. They can complete the booking process while you tend to your business.
How do I take manual bookings for walk-ins or call-ins?
Simply share your link. See the previous point for more information.
How do I assign a professional to a chair?
First, make sure they have already downloaded the app and created an account. Tap on a chair icon and fill in their information (it must match the information they used to create their account). Then, simply save.
How much do I earn from my vacancies?
For freemium plans, all rates are set at $5 per chair.
What happens to unassigned seats?
All unassigned seats are prone to earning passively.
Where can I see how much my store has earned?
You can view this information in the Stripe Connect section.
How often are the payouts?
We pay out weekly for all freemium plans.
How do I unassign a seat from a professional?
Tap on the facility in question. Once opened, tap on the seat you’d like to unassign. This will disconnect the professional from your facility. To re-add them, simply follow the initial process.

Need Further Assistance?

Feel free to reach out

Q&A

Client:SMART WALK-INS