FAQs for customers

How does Prim-U Work?

We provide an on-demand platform for the empowerment of beauty and wellness entrepreneurs by connecting them online anytime, anywhere where customers can enjoy their flexible and convenient services. Customers can book a beauty and wellness professional from their phones for as early an hour before, and pay safely and securely on the app!

How do you differ from other on-demand beauty companies?

Because we see the bigger picture. One of our major differentiation is that we cater to women and men of all hair textures who are seeking a wide range of hairstyles including sew-in extensions, natural hair-cuts, wedding looks and box braids . So, whether you have thick hair, long hair, short hair, straight hair, curly hair, natural hair, fine hair or relaxed hair, we’ve got you covered. And, the same goes for makeup. We cater to all skin tones.

We have also improved the booking process to give customers a choice to:

  • 1. Book on-demand based on location
  • 2. Choose the professional of their choice
  • 3. Choose the price that suits their pocket
  • 4. Choose based on ratings of Primlancers
  • 5. Provide us with the best information for personal, individual services
  • 6. Provide an online community for customers and beauty professionals
  • 7. Include added services, for example add nail art to manicures.

Are your prices affordable?

Compared to the traditional salon, Prim-U has virtually no overhead, so we’re able to keep our prices really competitive with salon prices without skimping on quality. Gratuity is also included because we heart our beauty pros. You also enjoy services wherever you are –  saving you time as well as petrol and parking costs.

Is there anything I'll need to have for my appointment or does the professional Primlancer provide her or his own equipment and products?

Every Primlancer carries her or his own set of tools and products. Kindly specify on the app whether you will require any additional services so that the Primlancer  may arrive ready with all the necessary equipment. 

How do I know I can trust Prim-U professionals in my home?

Our team of professionals go through a strict vetting process. We also provide profiles on each professional, along with images from their portfolio, to give you a better sense of their professional experience and signature styles.

How should I get ready for a hair-cut appointment?

Wash and condition your hair prior to your appointment and leave damp.

Should I do anything to my skin before a make-up service?

Simply cleanse and hydrate your skin prior to a make-up service, and the Primlancer will take care of the rest.

How should I prepare for strip and band eyelashes?

Have your eye area cleansed of makeup, mascara, and free of any creams, lotions, or oils.

Is it OK if I want the stylist or makeup artist to use some of my personal products?

You can speak with your stylist about the products you would like to use.

For up-dos, braids, twist, knots, and locks should I do anything to my hair before the services?

All you need to do is wash your hair at least 24 hours prior to the styling. Your stylist will dampen your hair as needed.

Who are the Prim-U professionals (Primlancers)?

We have hand-picked each one of our professionally trained stylists and make-up artists. Their experience varies from working at top salons in your city to doing editorial, commercial, fashion, film and event work. The common thread is that they are incredibly talented and passionate about what they do.

How does Prim-U work?

  1. Go to our website https://www.prim-u.app/
  2. Choose a location where you want your treatment done
  3. Choose a Category of your treatment
  4. Choose a Primlancer , service you like and add any other additional services you’d like done
  5. Enter the date and time
  6. Then simply checkout and you will be redirected to a PayFast link where you can make secure bookings with your debit or credit card

Not signed up yet?

Sign in or sign up on the app.A confirmation message will be sent to you and the Primlancer about your appointment. If your plans change, please contact us at least 2 hours before the scheduled appointment at info@prim-u.com or call 0600703045.

How do I get ready for my Prim-U appointment?

For blow-outs, wash your hair prior to the appointment and have a place to sit that is near an electrical outlet so that we can plug in our hairdryers. Our professionals will have products and tools with them, but please let them know if you have products that you would prefer they use, or if you have any allergies or special concerns for example, dry scalp, extensions or highlights. 

For make-up applications, be ready with a clean face — no moisturiser on your eyes. If you have a favourite brand, make it available. For in-office appointments, our artists can lightly clean the skin and dampen your hair as needed, unless dry styling is requested to accomplish your desired look.

Can I select my professional Primlancer ?

Yes you can select your Primlancer. It is important to us to provide the most personalized beauty experience we can. You can view Prim-U professionals that are currently in your area, specialties and the stylist’s proximity to you. We carefully select the Prim-U professionals we work with, and ensure that they are properly capable of doing the treatments. We only allow the most talented and professional artists to join our network so that you don’t have to worry.

What services can I request on Prim-U?

  • Male Grooming
  • Hair
  • Make up
  • Massages
  • Nails
  • Facials
  • Waxing
  • Brows and Lashes

New on the platform! We have added products and virtual beauty services to our platform. Watch this space for more information.

How much should I tip my Primlencer?

It is up to you. All our Primlancers are professionals in their field and are passionate about what they love doing.

What is Prim-U’s cancellation policy?

We know that things change, so we make it easy for you to cancel your reservations. If you cancel more than 2 hours before your appointment, we will not charge you any cancellation fee.

However, you will be charged 25 percent of the full service you ordered, if you cancel within 15 minutes of your appointment. Prim-U professionals might have rearranged their schedule to be there for you. We are sure you understand our respect for their time, travel expenses and commitment to you and Prim-U.

We allow any reservation to be cancelled for the first 10 minutes after you make the request at no cost to you. 

You won’t be charged a cancellation fee if your Prim-U professional has arrived at your location more than 30 minutes late. Please note that the Primlancer will do their best to be in contact should anything like illness or transport delays occur.

If you are more than 30 minutes late to your appointment, you will be charged a cancellation fee which is 25% of the service you ordered.

If you feel that you’ve been charged a cancellation fee by mistake, reach out to us at info@prim-u.com

When can I request a Prim-U service?

Prim-U services are available from 8:00 am and our last appointment time is at 10:00pm, Monday to Sunday. We allow last-minute appointments with just 180 minutes’ notice or you can schedule your appointment in advance. If you have special-request appointments, please send us an email to info@prim-u.com

I love Prim-U. How do I promote it?

We appreciate the love! Go ahead and invite your friends and family to use Prim-U. You can invite your friends to check out Prim-U on;





Or simply share the app with them. 

You can also review Primlancers and review our app. Or, email us at info@prim-u.com. We love hearing from our customers!


Feel free to check out our Facebook and/or Instagram page/s and leave your great experience as a review. Don’t forget to tag us at @Prim-U and use our hashtag #Prim-U

How do I contact Prim-U?

You can contact our Customer Service via email or phone. Here is our contact info:

Is there a limit to how often I can get my hair or make-up done by Prim-U?

No, not at all. We encourage you to enjoy our services as often as possible.

I just want advice for my hair, can I still reach out to Prim-U?

No, unfortunately we do not have that individual service available. However, if you do have questions regarding your treatment while a Primlancer  is with you, please feel free to ask them.

Who do I contact Prim-U if I am not satisfied with my service(s)?

Who do I contact if my Primlancer (s) went above and beyond for me?

Please call us at 0600703045 or send us an email to info@prim-u.com. We are certain that our Primlancers will appreciate your wonderful feedback.

Does Prim-U provide services for children?

Yes, we do.

The weather (rain, snow, etc.) messed up my (hair, make-up), can I get a Prim-U stylist to come and fix it for free?

Yes. Your satisfaction is of utmost importance to us.

Do you provide services for men?

Yes, we do.

Can I book an appointment within the hour I need the service?

We suggest booking at least 3 hours before you need your appointment to give our Primlancer s the time to organize their kits and arrive at your location ready and on time.

How do I prepare for my hair cut?

Grab a seat and relax. All we ask is that you position your chair in an area where our stylist will have easy access to an outlet and ample lighting. Please have your hair freshly washed and damp if you’re booking a signature blow-out or haircut.

When do I pay for my appointment?

After you book an appointment with us, the full amount will be placed on charge to secure your appointment.

Do you accept cash?

We only accept credit, debit cards and mobile money payments for booking. This allows us to ensure that bookings are confirmed and you will not be charged until after your appointment.

Do I need to let Prim-U know if I have pets?

Yes you should let Prim-U customer service know if you have pets for the right professional to be at your location. We take allergies and comfort levels working around pets into consideration.

May I book two appointments at the same time?

Yes, you may.

How do I reach Prim-U for press inquiries?

Please send us an email to info@prim-u.com

What do I do if a Primlancer does not show up?

If that happens, please give us a call at 0600703045 or send us an email at info@prim-u.com so that we may compensate you for the inconvenience.

What do you require from us?

Reserve an area/conference room ( approximately 25 square feet per primlancer) to set up beauty services. Update your location on Prim-U, provide details and sign up if the location changes for each visit.

I would like a custom service. How do I request it?

Prim-U tries its best to provide the best and most comprehensive list of services. We can ask professionals in your area if someone will perform the service. However, we cannot guarantee that the service will be added to the platform or you will be matched with a Primlancer . We are in the process of adding even more services to our platform so check in every few weeks to see if your service has been added.

What specific services do you provide? What are the prices? How long do they take?

The cost of services includes all petrol, travel, products, and service costs.
See our list of services listed on our website.

What are your Terms and Conditions?

You can find our Terms and Conditions here.

How do I book for a group event?

Contact info@prim-u.com to book group events and information on our employer subscription options.

Primu Infotech
CK number – 2017/50723/07
Address: P. O. Box 396, Newlands, Cape Town, 7725
Telephone number: +27(0)600703045
Email: info@prim-u.com

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