diff --git a/.gitignore b/.gitignore
index 25a638c..633f19f 100644
--- a/.gitignore
+++ b/.gitignore
@@ -5,6 +5,10 @@ node_modules/
 
 # testing
 coverage/
+/test-results/
+/playwright-report/
+/blob-report/
+/playwright/.cache/
 
 # next.js
 .next/
diff --git a/docs/phase-4-summary.md b/docs/phase-4-summary.md
new file mode 100644
index 0000000..bd8c04a
--- /dev/null
+++ b/docs/phase-4-summary.md
@@ -0,0 +1,127 @@
+# Phase 4 — Customer Booking Experience: Summary
+
+Full guest/registered customer journey — browse the business, pick services, pick a barber/date/time, enter details, review, confirm, and manage the resulting appointment (view, reschedule, cancel, book again). Every business rule is enforced by the Phase 3 domain services; nothing in this phase re-implements availability, validation, or booking logic.
+
+---
+
+## 1. What was built
+
+- **Customer Home** (`/home`) — real business data: hero, opening status, description, services preview, barber list, reviews (demo-labelled), opening hours, contact links. For a signed-in customer with a profile: greeting, upcoming-appointment card, loyalty progress (if the programme is enabled), preferred barber, and a "Book Again" shortcut. Guests see the same public page with no personalised sections.
+- **Full booking flow** (`/book → /book/barber-time → /book/details → /book/review → /book/confirmation`) — multi-service selection, specific-barber-or-"anyone available" selection, a shared calendar/time-slot picker, guest-or-authenticated details capture, a review step with edit-any-step links, and a confirmation screen with add-to-calendar, guest account-creation prompt (never forced), and next-step actions.
+- **Customer Appointments** (`/appointments`) — Upcoming/Past/Cancelled tabs backed by real data, per-card actions gated by status (View/Reschedule/Cancel/Book Again).
+- **Appointment Details** (`/appointments/[id]`) — full appointment record, cancellation details when applicable, calendar export, status-appropriate actions.
+- **Reschedule** (`/appointments/[id]/reschedule`) — reuses the same barber/date/time picker as new bookings, single-step, redirects to the appointment's details page on success.
+- **Cancel** — a Modal-based confirmation dialog (optional reason, late-cancellation notice), never deletes the appointment.
+- **Book Again** — starts a new booking with the previous services (and barber, if still bookable) preselected; always requires a fresh date/time and always reprices at current service prices.
+- **Add to Calendar** — an RFC 5545 `.ics` file generated server-side, served from a Route Handler, ownership-checked like every other appointment access.
+- **Reviews** — a provider-abstracted demo dataset, clearly labelled "Demo data" in the UI, so a real Google Reviews integration can replace it later without touching the Home page.
+- **Guest identity** — a documented, conservative matching strategy (see §7) resolving which `CustomerProfile` a guest booking belongs to, without ever attaching a booking to an existing account without verification.
+
+## 2. Routes created / updated
+
+New:
+- `/book`, `/book/barber-time`, `/book/details`, `/book/review`, `/book/confirmation` (own layout, outside `(customer)`, no bottom nav — guests must reach it)
+- `/appointments/[id]`, `/appointments/[id]/reschedule` (reschedule is deliberately **outside** the `(customer)` route group too — see §12)
+- `/api/appointments/[id]/calendar.ics` (the one legitimate Route Handler this phase; everything else is a Server Action)
+
+Updated:
+- `/home` — rewritten from a placeholder to real data
+- `/appointments` — rewritten from a placeholder to real data
+- `/settings` — added a guest sign-in prompt (previously always required auth via `proxy.ts`)
+- `(customer)/layout.tsx` and `src/proxy.ts` — `/home`, `/appointments`, `/settings` are no longer hard-gated by the proxy; each page now shows its own in-context sign-in prompt for a guest instead of a blanket redirect, because Home must render a public, unauthenticated experience
+
+## 3. Components created
+
+Feature components (`src/features/booking/components/`): `ServiceSelector`, `BarberDateTimePicker` (shared by booking **and** rescheduling), `DetailsForm`, `ConfirmBookingButton`, `CancelAppointmentDialog`, `BookAgainButton`.
+
+Supporting: `src/lib/business/get-primary-business.ts`, `src/lib/business/opening-status.ts`, `src/lib/booking-draft/*` (cookie, schema, HMAC signing), `src/lib/calendar/ics.ts`.
+
+No new design-system primitives were needed — Phase 2's Button/Input/Select/Checkbox/Textarea/Modal/Card/Tabs/EmptyState/StatusPill/AppointmentCard covered everything.
+
+## 4. Domain-service changes
+
+Minimal, on the "genuine missing capability" bar the brief set:
+
+- **`BookingService.CancelBookingInput.cancelledByUserId`** widened from required to optional — a guest `CustomerProfile` has no linked `User`, so a guest cancelling their own booking has nothing to attribute it to. Every existing caller that already passes a `userId` is unaffected.
+- **New `CustomerService`** (`src/services/customer/customer.service.ts`) — anticipated by Phase 3's own "future services" list. Owns exactly one thing: resolving which `CustomerProfile` a booking belongs to (see §7). Calls no other domain service and is called by, not merged into, `BookingService`.
+- **`BookingValidationErrorCode`** gained one entry, `INVALID_INPUT`, for malformed Server Action input that never reaches a real validation check.
+- **`src/features/booking/authorization.ts`** (new, not a domain service) — `assertCanAccessAppointment` / `canAccessAppointment`. Deliberately kept in the feature layer, not `AppointmentService`, because ownership rules differ for future staff/owner tooling ("any staff member in this business") — see the file's own header comment.
+
+No changes to `AvailabilityService`, `SchedulingService`, `StaffAvailabilityService`, or `BusinessRulesService`.
+
+## 5. Prisma schema changes
+
+None beyond what Phase 3 already had. `cancelledByUserId` was already a nullable column; only the TypeScript input type changed (§4).
+
+## 6. Booking-state approach
+
+An HMAC-**signed but not encrypted** cookie (`nc_booking_draft`, 1 hour, httpOnly, secure in prod, `sameSite=lax`), keyed off `AUTH_SECRET`, holding the draft (services, staff, date/time, guest details, notes, policy acknowledgement). A separate short-lived cookie (`nc_last_booking`, 30 min) carries only the newly created appointment's id to the confirmation page, so that page never needs a URL query parameter.
+
+**Why signed-only, not encrypted:** the threat model here is *tampering*, not *disclosure* — the cookie holds the customer's own freshly-typed data, on the app's own domain, not anyone else's secrets. Signing detects tampering; the customer already has the data. Every value is still re-validated server-side at confirm time regardless of what the cookie says (see §8).
+
+Every `/book/*` step is a Server Action that reads, mutates, and rewrites this cookie, then `redirect()`s to the next step — so a refresh, browser back, or an in-flow sign-in never loses progress, and no client-only state is load-bearing.
+
+## 7. Guest-customer matching approach
+
+Documented in full in `src/services/customer/customer.service.ts`; summary:
+
+1. An authenticated caller always books under their own profile (found via `User.customerProfile`, created on first booking if missing). No matching logic runs at all — there's no ambiguity to resolve.
+2. A guest caller is matched against an existing profile only if **both** email (case-insensitive, normalised in application code — not Prisma's `mode: "insensitive"`, which is Postgres/Mongo-only and would break on a MySQL swap) **and** phone match exactly, against `isGuest = true AND userId IS NULL` profiles only.
+3. A guest is never matched against a registered customer's profile, even on an exact email match — that would attach a guest's booking to a real account without verification.
+4. No match → a new guest profile is created. Existing-profile fields are never overwritten on a match.
+5. **Guest appointment access is "order tracking" by unguessable id**, not by verified identity — no magic-link/OTP system was built this phase. This is a deliberate, documented scope limitation (see §12), not an oversight.
+
+## 8. Security / ownership rules
+
+- `assertCanAccessAppointment` re-checked on **every** appointment read/mutation a customer can trigger (details, reschedule, cancel, book-again, calendar export) — an appointment id is never treated as permission on its own for a registered customer's booking.
+- Every mutating Server Action re-derives the session server-side; none trust a client-supplied user or customer id.
+- `confirmBookingAction` resolves the customer via `CustomerService` from the session/cookie, never from client input — a customer cannot submit someone else's `customerId`.
+- Price, duration, and total are never taken from the client. `BookingService.createBooking` always re-reads the current `Service` rows and re-validates the slot inside its own transaction at commit time (this is Phase 3 behaviour, unchanged — Phase 4 never bypasses it).
+- No sensitive customer data is placed in a URL — see §6.
+- Raw Prisma access is confined to Server Components/Actions; no `src/generated/prisma` import exists in a Client Component.
+
+## 9. Tests written
+
+- **Unit** (Vitest, no DB, part of the existing 90-test suite): `sign.test.ts` (HMAC sign/verify round-trip and tamper rejection), plus targeted tests for the booking-draft schema, error-code→message mapping, and the `.ics` generator's escaping/folding/timezone handling.
+- **Integration** (Vitest, real throwaway Postgres, `src/features/booking/__tests__/customer-booking.integration.test.ts`, 14 new tests on top of Phase 3's 24): guest booking (new profile, case-insensitive reuse, one-weak-identifier-never-merges), authenticated booking (idempotent profile resolution), multi-service + specific-barber booking, any-barber booking (least-busy assignment), slot-becomes-unavailable-before-confirmation, customer appointment retrieval (own-only, status-filtered), guest cancellation without `cancelledByUserId`, reschedule to a different barber, book-again repricing at the *current* price rather than the historical snapshot, ownership enforcement (own/stranger/undefined session), and guest-to-guest data isolation. All 38 integration tests pass, run repeatedly against a fresh database.
+- **End-to-end** (Playwright, `e2e/`, real dev server + real seeded Postgres): the 6 required journeys — guest books, registered customer books, customer views upcoming/past/cancelled, customer reschedules, customer cancels, customer books again from history. Every journey drives real forms, real Server Actions, and real redirects; none rely on mocks or snapshots. `e2e/global-setup.ts` applies migrations and the seed automatically given a `DATABASE_URL`.
+
+Running them:
+```bash
+npm run test              # unit, no DB
+npm run test:integration  # needs DATABASE_URL → a real Postgres
+npm run test:e2e          # needs DATABASE_URL → a real (throwaway) Postgres; starts its own dev server
+```
+
+## 10. What was manually verified
+
+- Full guest booking flow and full authenticated booking flow, driven by hand in a real browser against seeded data, on both a 375px mobile viewport and a 1440px desktop viewport.
+- The `/dev/scheduling-test` page's calendar against the same seeded data, to isolate a date-handling bug (see §12) from the Phase 4 UI before fixing it.
+- `npm run build`, `npx tsc --noEmit`, and `npx eslint .` all clean on the final state.
+- All three automated suites (90 unit / 38 integration / 6 E2E) passed together on one freshly created, migrated, and seeded database, more than once, including immediately after every fix described in §12.
+
+## 11. Assumptions made
+
+- **Single business.** `getPrimaryBusiness()` still assumes exactly one `Business` row, per Phase 2/3's existing assumption — unchanged this phase, just consumed by more pages now.
+- **"Update booking" from the customer's side means notes, reschedule, or cancel — never a direct date/time edit outside `rescheduleBooking`.** Matches Phase 3's own stated assumption.
+- **A returning guest's identity is trusted only as far as email+phone go.** No stronger verification (OTP, magic link) was in scope.
+- **Reviews are demo data** until a real provider is wired up behind the existing `ReviewsProvider` abstraction.
+- **"Book Again" preselects only currently-active services and a currently-bookable barber** — anything since discontinued or deactivated is silently dropped from the preselection rather than blocking the rebooking.
+
+## 12. Known limitations (and what was fixed this phase after being found by testing)
+
+Found and fixed while verifying, not left in place:
+
+- **A date off-by-one bug** in the shared barber/date/time picker (`toYMD` in `barber-date-time-picker.tsx` and the same pattern in the Phase 3 dev-test page) used `date.toISOString().slice(0, 10)` to key calendar availability, which silently shifts a date back by one day for anyone in a timezone *ahead* of UTC — including the business's own Europe/London during BST. Real Mondays showed as closed. Fixed by reading the `Date` object's local components instead of round-tripping through UTC; verified by comparing the dev-test page's calendar before and after against the same seeded staff hours.
+- **A dialog-unmounts-mid-confirmation bug** in `CancelAppointmentDialog`: `cancelCustomerAppointmentAction` called `revalidatePath("/appointments")` immediately on success, which refetches the Upcoming list before the user can read the late-cancellation notice or click "Done" — the cancelled appointment disappears from that list, unmounting the dialog showing the confirmation out from under them. Removed the `revalidatePath` calls (every affected page is already `dynamic = "force-dynamic"`, so they bought no real cache freshness) and now rely on the dialog's own `router.refresh()` on close, which was already there.
+- **A silent test-cleanup leak** in the Phase 3 integration fixtures: `cleanupTestBusiness` tried to delete the test `Business` first, but `Appointment.staff` is `onDelete: Restrict` (a deliberate production safeguard), which blocked the cascade to `StaffProfile` for any test that had actually booked something — the failure was swallowed by a bare `.catch(() => {})`. This had been silently leaking a "Test Barbershop" row per affected test run since Phase 3; it only surfaced now because a manual verification pass queried `getPrimaryBusiness()` against a database that had just run the integration suite and picked up a leaked row instead of the real seed. Fixed by deleting the business's appointments before the business itself.
+- **Desktop layout was effectively unstyled for the "browsing" screens** (Home, Appointments, Settings, and the bottom nav) — content simply didn't reflow or cap its width above mobile size, leaving a large empty right-hand column rather than anything intentional. Applied a **baseline** fix (a centered `max-w-2xl` content column, matching the pattern the booking flow's individual steps already used) across Home, Appointments, Settings, the shared `BottomNav`, `BarberDateTimePicker`, and `DetailsForm`. **This is not a full desktop redesign** — no side-by-side / grid layouts were built for browsing screens, only a consistent centered treatment so nothing looks broken. A genuine desktop-specific layout (e.g. a wider services grid, a split-pane appointment list) is a reasonable Phase 5+ item if desktop usage turns out to matter.
+- **Reschedule's route was moved out of the `(customer)` route group** (`(customer)/appointments/[id]/reschedule` → top-level `appointments/[id]/reschedule`) after discovering the shared picker's own fixed bottom action bar was being covered by the persistent bottom nav on that route, blocking the "Confirm Reschedule" button. Matches the same reasoning `/book`'s layout already documents.
+- **Guest appointment access remains order-tracking-by-id only** (§7, point 5) — not a bug, but worth restating as the clearest remaining security-adjacent scope boundary: a guest with the appointment id can view/reschedule/cancel it without further verification. Fine for this phase's threat model (ids are unguessable `cuid`s, never enumerable), but a real magic-link/OTP flow would close this gap properly.
+
+## 13. Before Phase 5
+
+- Decide whether guest-booking access needs stronger verification (magic link / OTP) before this becomes a compliance concern, or whether "unguessable id" remains acceptable for the foreseeable future.
+- If desktop usage is expected to matter, budget real design time for Home/Appointments rather than the baseline centering applied here.
+- The `e2e/` suite and `test:integration` script both assume a disposable Postgres the caller provides — there's no CI wiring yet to spin one up automatically; that's worth doing before this becomes the main safety net.
+- Loyalty UI, staff/owner-facing screens, notifications, and payments are all still untouched, exactly as scoped.
diff --git a/e2e/customer-journeys.spec.ts b/e2e/customer-journeys.spec.ts
new file mode 100644
index 0000000..3efbcd7
--- /dev/null
+++ b/e2e/customer-journeys.spec.ts
@@ -0,0 +1,154 @@
+import { expect, test } from "@playwright/test";
+import { SEEDED, completeBookingFlow, completeRescheduleFlow, findAppointmentCard, signIn, uniqueEmail } from "./helpers";
+
+/**
+ * The 6 customer journeys required by the Phase 4 brief. Each drives real
+ * forms against the real dev server and a real (seeded) Postgres database —
+ * see e2e/global-setup.ts for how that database gets prepared, and
+ * prisma/seed.ts for the fixtures these tests rely on (Alex Chen's
+ * existing upcoming/completed appointments, the three barbers, the three
+ * services). Journeys are written to be independent of each other and of
+ * run order: each either reads pre-seeded data or books its own fresh
+ * appointment before acting on it.
+ */
+
+test.describe("customer booking journeys", () => {
+  test("1. guest books an appointment", async ({ page }) => {
+    const guest = {
+      firstName: "Guest",
+      lastName: "Journey",
+      email: uniqueEmail("guest-journey"),
+      phone: "+44 7700 900901",
+    };
+
+    await page.goto("/home");
+    await page.getByRole("link", { name: "Book an Appointment" }).click();
+
+    await completeBookingFlow(page, {
+      serviceName: SEEDED.services.haircut,
+      staffName: SEEDED.owner.name,
+      guest,
+    });
+
+    // Guest confirmation offers an account-creation prompt but doesn't force it.
+    await expect(page.getByText("Want to manage this booking later?")).toBeVisible();
+    await expect(page.getByRole("link", { name: "Create an Account" })).toBeVisible();
+    await expect(page.getByRole("link", { name: "View Appointment" })).toHaveCount(0);
+  });
+
+  test("2. registered customer books an appointment", async ({ page }) => {
+    await signIn(page, SEEDED.registeredCustomer.email, SEEDED.registeredCustomer.password);
+
+    await page.goto("/book");
+    await completeBookingFlow(page, {
+      serviceName: SEEDED.services.skinfade,
+      staffName: SEEDED.barberSkinfadeBeard.name,
+    });
+
+    // Registered customers get a direct link to their appointments instead of the guest account prompt.
+    await expect(page.getByRole("link", { name: "View Appointment" })).toBeVisible();
+
+    await page.goto("/appointments");
+    await expect(findAppointmentCard(page, SEEDED.services.skinfade, SEEDED.barberSkinfadeBeard.name).first()).toBeVisible();
+  });
+
+  test("3. customer views upcoming appointments", async ({ page }) => {
+    await signIn(page, SEEDED.registeredCustomer.email, SEEDED.registeredCustomer.password);
+    await page.goto("/appointments");
+
+    // Seeded: an upcoming CONFIRMED Haircut & Style with Marcus Reed.
+    await expect(page.getByRole("tab", { name: "Upcoming" })).toHaveAttribute("data-state", "active");
+    const upcomingSeeded = findAppointmentCard(page, SEEDED.services.haircut, SEEDED.owner.name);
+    await expect(upcomingSeeded).toBeVisible();
+    await expect(upcomingSeeded.getByText("Confirmed")).toBeVisible();
+
+    // Seeded: a COMPLETED Haircut & Style with Leo Vance.
+    await page.getByRole("tab", { name: "Past" }).click();
+    const pastSeeded = findAppointmentCard(page, SEEDED.services.haircut, SEEDED.barberHaircutOnly.name);
+    await expect(pastSeeded).toBeVisible();
+    await expect(pastSeeded.getByText("Completed")).toBeVisible();
+
+    // Alex Chen has no cancelled appointments in the seed data.
+    await page.getByRole("tab", { name: "Cancelled" }).click();
+    await expect(page.getByText("No cancelled appointments")).toBeVisible();
+  });
+
+  test("4. customer reschedules an appointment", async ({ page }) => {
+    await signIn(page, SEEDED.registeredCustomer.email, SEEDED.registeredCustomer.password);
+
+    // Book a dedicated appointment for this test so it doesn't depend on the seeded one or on other tests.
+    await page.goto("/book");
+    await completeBookingFlow(page, { serviceName: SEEDED.services.beardTrim, staffName: SEEDED.owner.name });
+
+    await page.goto("/appointments");
+    const card = findAppointmentCard(page, SEEDED.services.beardTrim, SEEDED.owner.name);
+    await expect(card).toBeVisible();
+    const originalTime = (await card.innerText()).match(/\d{1,2}:\d{2}/)?.[0];
+    expect(originalTime).toBeTruthy();
+
+    await card.getByRole("link", { name: "Reschedule" }).click();
+    await completeRescheduleFlow(page);
+
+    // Landed back on the details page for the same appointment, now at a different time.
+    await expect(page.getByRole("heading", { name: "Appointment Details" })).toBeVisible();
+    await expect(page.getByText(SEEDED.services.beardTrim)).toBeVisible();
+    const newTime = (await page.locator("main").innerText()).match(/\d{1,2}:\d{2}/)?.[0];
+    expect(newTime).toBeTruthy();
+    expect(newTime).not.toBe(originalTime);
+    // Same appointment id (still reschedulable/cancellable — proves it wasn't recreated).
+    await expect(page.getByRole("link", { name: "Reschedule" })).toBeVisible();
+  });
+
+  test("5. customer cancels an appointment", async ({ page }) => {
+    await signIn(page, SEEDED.registeredCustomer.email, SEEDED.registeredCustomer.password);
+
+    await page.goto("/book");
+    await completeBookingFlow(page, { serviceName: SEEDED.services.beardTrim, staffName: SEEDED.barberSkinfadeBeard.name });
+
+    await page.goto("/appointments");
+    const upcomingCard = findAppointmentCard(page, SEEDED.services.beardTrim, SEEDED.barberSkinfadeBeard.name);
+    await expect(upcomingCard).toBeVisible();
+
+    await upcomingCard.getByRole("button", { name: "Cancel", exact: true }).click();
+    // Scoped to the currently-open <dialog> — the Upcoming tab can have several
+    // cancellable cards, each with its own (closed) dialog in the DOM.
+    const dialog = page.locator("dialog[open]");
+    await expect(dialog.getByRole("heading", { name: "Cancel Appointment?" })).toBeVisible();
+    await dialog.getByPlaceholder("Reason (optional)").fill("E2E test cancellation");
+    await dialog.getByRole("button", { name: "Cancel it" }).click();
+
+    await expect(dialog.getByText("Your appointment has been cancelled.")).toBeVisible();
+    await dialog.getByRole("button", { name: "Done" }).click();
+
+    // Cancellation never deletes — it moves from Upcoming to the Cancelled tab.
+    await expect(findAppointmentCard(page, SEEDED.services.beardTrim, SEEDED.barberSkinfadeBeard.name)).toHaveCount(0);
+    await page.getByRole("tab", { name: "Cancelled" }).click();
+    const cancelledCard = findAppointmentCard(page, SEEDED.services.beardTrim, SEEDED.barberSkinfadeBeard.name);
+    await expect(cancelledCard).toBeVisible();
+    await expect(cancelledCard.getByText("Cancelled")).toBeVisible();
+  });
+
+  test("6. customer books again from history", async ({ page }) => {
+    await signIn(page, SEEDED.registeredCustomer.email, SEEDED.registeredCustomer.password);
+    await page.goto("/appointments");
+
+    // Seeded COMPLETED appointment (Haircut & Style with Leo Vance).
+    await page.getByRole("tab", { name: "Past" }).click();
+    const completedCard = findAppointmentCard(page, SEEDED.services.haircut, SEEDED.barberHaircutOnly.name);
+    await completedCard.getByRole("button", { name: "Book Again" }).click();
+
+    // Services (and the original barber, if still bookable) come preselected — the customer only re-confirms a fresh date/time.
+    await expect(page).toHaveURL(/\/book$/);
+    await expect(page.getByText("Booking again")).toBeVisible();
+
+    await completeBookingFlow(page, { servicesPreselected: true });
+
+    await expect(page.getByRole("link", { name: "View Appointment" })).toBeVisible();
+
+    // A brand new appointment now exists alongside the historical one — the completed appointment is untouched.
+    await page.goto("/appointments");
+    await expect(findAppointmentCard(page, SEEDED.services.haircut, SEEDED.barberHaircutOnly.name)).toBeVisible();
+    await page.getByRole("tab", { name: "Past" }).click();
+    await expect(completedCard).toBeVisible();
+  });
+});
diff --git a/e2e/global-setup.ts b/e2e/global-setup.ts
new file mode 100644
index 0000000..18e751f
--- /dev/null
+++ b/e2e/global-setup.ts
@@ -0,0 +1,21 @@
+import { execFileSync } from "node:child_process";
+
+/**
+ * Applies migrations and loads the dev/demo seed data against whatever
+ * DATABASE_URL points at before the suite runs. Deliberately does not
+ * create or tear down the database itself — same division of
+ * responsibility as `npm run test:integration`, where the caller is
+ * responsible for pointing DATABASE_URL at a disposable Postgres.
+ */
+export default function globalSetup() {
+  if (!process.env.DATABASE_URL) {
+    throw new Error(
+      "DATABASE_URL is not set. Point it at a disposable Postgres before running the e2e suite, e.g.\n" +
+        '  DATABASE_URL="postgresql://user:pass@localhost:5432/nextchair_e2e" npm run test:e2e',
+    );
+  }
+
+  const env = { ...process.env };
+  execFileSync("npx", ["prisma", "migrate", "deploy"], { stdio: "inherit", env });
+  execFileSync("npx", ["tsx", "prisma/seed.ts"], { stdio: "inherit", env });
+}
diff --git a/e2e/helpers.ts b/e2e/helpers.ts
new file mode 100644
index 0000000..dbeddf1
--- /dev/null
+++ b/e2e/helpers.ts
@@ -0,0 +1,117 @@
+import { expect } from "@playwright/test";
+import type { Page } from "@playwright/test";
+
+/** Seeded in prisma/seed.ts — see that file for the full fixture set this suite relies on. */
+export const SEEDED = {
+  registeredCustomer: { email: "alex.chen@example.com", password: "password123", name: "Alex Chen" },
+  owner: { email: "marcus@blakeheritage.co.uk", name: "Marcus Reed" },
+  barberHaircutOnly: { email: "leo@blakeheritage.co.uk", name: "Leo Vance" },
+  barberSkinfadeBeard: { email: "jamie@blakeheritage.co.uk", name: "Jamie Wallace" },
+  services: {
+    haircut: "Haircut & Style",
+    skinfade: "Skinfade / Taper & Style",
+    beardTrim: "Beard Trim & Shape",
+  },
+};
+
+export async function signIn(page: Page, email: string, password: string): Promise<void> {
+  await page.goto("/sign-in");
+  await page.getByLabel("Email Address").fill(email);
+  await page.getByLabel("Password", { exact: true }).fill(password);
+  await page.getByRole("button", { name: "Sign In", exact: true }).click();
+  await expect(page).toHaveURL(/\/home/);
+}
+
+function section(page: Page, headingName: string) {
+  return page.locator("section").filter({ has: page.getByRole("heading", { name: headingName, exact: true }) });
+}
+
+/**
+ * Drives the real /book flow end to end — every step is a genuine form
+ * submission through the actual Server Actions, matching the Phase 4
+ * brief's requirement that these journeys not rely on mocks or snapshots.
+ *
+ * Assumes the page is already on /book (or /book/barber-time if
+ * `servicesPreselected` — e.g. arriving via "Book Again", which
+ * preselects services and redirects straight past the services step).
+ */
+export async function completeBookingFlow(
+  page: Page,
+  options: {
+    serviceName?: string;
+    servicesPreselected?: boolean;
+    staffName?: string; // omit for "Anyone available"
+    guest?: { firstName: string; lastName: string; email: string; phone: string };
+  },
+): Promise<void> {
+  const { serviceName, servicesPreselected = false, staffName, guest } = options;
+
+  await expect(page).toHaveURL(/\/book$/);
+  if (!servicesPreselected) {
+    if (!serviceName) throw new Error("serviceName is required unless servicesPreselected is true");
+    await page.getByRole("button", { name: new RegExp(`^${serviceName}`) }).click();
+  }
+  // Even with services preselected (e.g. "Book Again"), the customer still confirms this step themselves.
+  await page.getByRole("button", { name: "Continue", exact: true }).click();
+
+  await expect(page).toHaveURL(/\/book\/barber-time/);
+  if (staffName) {
+    await section(page, "Barber").locator("select").selectOption({ label: staffName });
+    // Choosing a barber refetches that barber's specific availability —
+    // wait for it to settle so the date grid below reflects the right person.
+    await page.waitForLoadState("networkidle");
+  }
+  // Wait for the date grid to (re)render for the chosen barber before picking a day.
+  await expect(section(page, "Date").locator("button[aria-pressed]").first()).toBeVisible();
+  await section(page, "Date").locator("button[aria-pressed]:not([disabled])").first().click();
+  const timeSection = section(page, "Time");
+  await expect(timeSection.locator("button").first()).toBeVisible();
+  await timeSection.locator("button").first().click();
+  await page.getByRole("button", { name: "Continue", exact: true }).click();
+
+  await expect(page).toHaveURL(/\/book\/details/);
+  if (guest) {
+    await page.getByLabel("First Name").fill(guest.firstName);
+    await page.getByLabel("Last Name").fill(guest.lastName);
+    await page.getByLabel("Email Address").fill(guest.email);
+    await page.getByLabel("Phone Number").fill(guest.phone);
+  }
+  await page.getByLabel("I acknowledge the cancellation policy").check();
+  await page.getByRole("button", { name: "Continue to Review" }).click();
+
+  await expect(page).toHaveURL(/\/book\/review/);
+  await page.getByRole("button", { name: "Confirm Booking" }).click();
+
+  await expect(page).toHaveURL(/\/book\/confirmation/);
+  await expect(page.getByRole("heading", { name: "You're all set!" })).toBeVisible();
+}
+
+/** Locates a specific appointment card on /appointments by its rendered service + barber text, scoping later actions (Reschedule/Cancel/Book Again) to that one card so they can't accidentally hit a different appointment. */
+export function findAppointmentCard(page: Page, serviceName: string, staffName: string) {
+  return page.locator(".rounded-jumbo").filter({ hasText: serviceName }).filter({ hasText: `with ${staffName}` });
+}
+
+export function uniqueEmail(prefix: string): string {
+  return `${prefix}-${Date.now()}-${Math.floor(Math.random() * 100000)}@e2e-test.local`;
+}
+
+/**
+ * Drives /appointments/[id]/reschedule — same shared BarberDateTimePicker
+ * as booking, but a single step that redirects straight to the
+ * appointment's details page. Deliberately picks the *last* available
+ * date/slot rather than the first: the original appointment's own slot
+ * becomes available again once it's excluded from the conflict check
+ * (see `excludeAppointmentId` in rescheduleBooking), so "first available"
+ * could otherwise reselect the exact same time and make the reschedule a
+ * no-op from the test's point of view.
+ */
+export async function completeRescheduleFlow(page: Page): Promise<void> {
+  await expect(page).toHaveURL(/\/reschedule/);
+  await expect(section(page, "Date").locator("button[aria-pressed]").first()).toBeVisible();
+  await section(page, "Date").locator("button[aria-pressed]:not([disabled])").last().click();
+  const timeSection = section(page, "Time");
+  await expect(timeSection.locator("button").first()).toBeVisible();
+  await timeSection.locator("button").last().click();
+  await page.getByRole("button", { name: "Confirm Reschedule", exact: true }).click();
+  await expect(page).toHaveURL(/\/appointments\/[^/]+$/);
+}
diff --git a/package-lock.json b/package-lock.json
index 0ff28b4..b4278f3 100644
--- a/package-lock.json
+++ b/package-lock.json
@@ -27,10 +27,12 @@
         "react": "^19.2.8",
         "react-dom": "^19.2.8",
         "react-hook-form": "^7.84.0",
+        "server-only": "^0.0.1",
         "tailwind-merge": "^3.6.0",
         "zod": "^4.4.3"
       },
       "devDependencies": {
+        "@playwright/test": "^1.62.1",
         "@tailwindcss/postcss": "^4.3.3",
         "@types/bcryptjs": "^2.4.6",
         "@types/luxon": "^3.7.3",
@@ -2036,6 +2038,22 @@
         "url": "https://github.com/sponsors/panva"
       }
     },
+    "node_modules/@playwright/test": {
+      "version": "1.62.1",
+      "resolved": "https://registry.npmjs.org/@playwright/test/-/test-1.62.1.tgz",
+      "integrity": "sha512-DTcUc8qii+cpHvtOwggMtBRMjKZHXYWdw8syRYu2vtzuq4Wxphqq4NfCs5Zt44L6mA8rfDfj+PHnxFc/FeK6mQ==",
+      "devOptional": true,
+      "license": "Apache-2.0",
+      "dependencies": {
+        "playwright": "1.62.1"
+      },
+      "bin": {
+        "playwright": "cli.js"
+      },
+      "engines": {
+        "node": ">=20"
+      }
+    },
     "node_modules/@prisma/adapter-pg": {
       "version": "7.9.1",
       "resolved": "https://registry.npmjs.org/@prisma/adapter-pg/-/adapter-pg-7.9.1.tgz",
@@ -8876,6 +8894,52 @@
         "pathe": "^2.0.3"
       }
     },
+    "node_modules/playwright": {
+      "version": "1.62.1",
+      "resolved": "https://registry.npmjs.org/playwright/-/playwright-1.62.1.tgz",
+      "integrity": "sha512-0M+L3LAD8/nm554LOla9Ayx0j0tmFZ0FBcoQ7F1VuVHpM/XpiC8RcDzBQB8W5+hA8L22THxELzeF+2WcUzvcLg==",
+      "devOptional": true,
+      "license": "Apache-2.0",
+      "dependencies": {
+        "playwright-core": "1.62.1"
+      },
+      "bin": {
+        "playwright": "cli.js"
+      },
+      "engines": {
+        "node": ">=20"
+      },
+      "optionalDependencies": {
+        "fsevents": "2.3.2"
+      }
+    },
+    "node_modules/playwright-core": {
+      "version": "1.62.1",
+      "resolved": "https://registry.npmjs.org/playwright-core/-/playwright-core-1.62.1.tgz",
+      "integrity": "sha512-wPYSwEBJY9GHraISXqyqtx0na0LpO3XEX7jNDhntbex7tzUS7kLnZsOlFruFJB4Hi/rhDMjXGqHewDZ68nYZVw==",
+      "devOptional": true,
+      "license": "Apache-2.0",
+      "bin": {
+        "playwright-core": "cli.js"
+      },
+      "engines": {
+        "node": ">=20"
+      }
+    },
+    "node_modules/playwright/node_modules/fsevents": {
+      "version": "2.3.2",
+      "resolved": "https://registry.npmjs.org/fsevents/-/fsevents-2.3.2.tgz",
+      "integrity": "sha512-xiqMQR4xAeHTuB9uWm+fFRcIOgKBMiOBP+eXiyT7jsgVCq1bkVygt00oASowB7EdtpOHaaPgKt812P9ab+DDKA==",
+      "hasInstallScript": true,
+      "license": "MIT",
+      "optional": true,
+      "os": [
+        "darwin"
+      ],
+      "engines": {
+        "node": "^8.16.0 || ^10.6.0 || >=11.0.0"
+      }
+    },
     "node_modules/possible-typed-array-names": {
       "version": "1.1.0",
       "resolved": "https://registry.npmjs.org/possible-typed-array-names/-/possible-typed-array-names-1.1.0.tgz",
@@ -9588,6 +9652,12 @@
       "integrity": "sha512-hr3Wtp/GZIc/6DAGPDcV4/9WoZhjrkXsi5B/07QgX8tsdc6ilr7BFM6PM6rbdAX1kFSDYeZGLipIZZKyQP0O5Q==",
       "devOptional": true
     },
+    "node_modules/server-only": {
+      "version": "0.0.1",
+      "resolved": "https://registry.npmjs.org/server-only/-/server-only-0.0.1.tgz",
+      "integrity": "sha512-qepMx2JxAa5jjfzxG79yPPq+8BuFToHd1hm7kI+Z4zAq1ftQiP7HcxMhDDItrbtwVeLg/cY2JnKnrcFkmiswNA==",
+      "license": "MIT"
+    },
     "node_modules/set-function-length": {
       "version": "1.2.2",
       "resolved": "https://registry.npmjs.org/set-function-length/-/set-function-length-1.2.2.tgz",
diff --git a/package.json b/package.json
index a2eb00f..acac348 100644
--- a/package.json
+++ b/package.json
@@ -16,7 +16,8 @@
     "prisma:seed": "tsx prisma/seed.ts",
     "test": "vitest run",
     "test:watch": "vitest",
-    "test:integration": "vitest run --config vitest.integration.config.mts"
+    "test:integration": "vitest run --config vitest.integration.config.mts",
+    "test:e2e": "playwright test"
   },
   "repository": {
     "type": "git",
@@ -44,10 +45,12 @@
     "react": "^19.2.8",
     "react-dom": "^19.2.8",
     "react-hook-form": "^7.84.0",
+    "server-only": "^0.0.1",
     "tailwind-merge": "^3.6.0",
     "zod": "^4.4.3"
   },
   "devDependencies": {
+    "@playwright/test": "^1.62.1",
     "@tailwindcss/postcss": "^4.3.3",
     "@types/bcryptjs": "^2.4.6",
     "@types/luxon": "^3.7.3",
diff --git a/playwright.config.ts b/playwright.config.ts
new file mode 100644
index 0000000..0f99451
--- /dev/null
+++ b/playwright.config.ts
@@ -0,0 +1,44 @@
+import { defineConfig, devices } from "@playwright/test";
+
+/**
+ * End-to-end customer journeys — real browser, real dev server, real
+ * Postgres. Needs DATABASE_URL pointed at a throwaway database before
+ * running (same "migrate, seed, test, tear down" pattern as
+ * `npm run test:integration` — see docs/phase-3-summary.md and
+ * docs/phase-4-summary.md). `globalSetup` applies migrations and seed
+ * data automatically so a single `npm run test:e2e` is enough once
+ * DATABASE_URL is set.
+ */
+const PORT = 3100;
+const baseURL = `http://localhost:${PORT}`;
+
+export default defineConfig({
+  testDir: "./e2e",
+  globalSetup: "./e2e/global-setup.ts",
+  fullyParallel: false,
+  workers: 1,
+  retries: 0,
+  timeout: 45_000,
+  expect: { timeout: 10_000 },
+  reporter: "list",
+  use: {
+    baseURL,
+    trace: "retain-on-failure",
+    screenshot: "only-on-failure",
+  },
+  projects: [{ name: "chromium", use: { ...devices["Desktop Chrome"] } }],
+  webServer: {
+    command: `npm run dev -- --port ${PORT}`,
+    url: baseURL,
+    reuseExistingServer: false,
+    timeout: 60_000,
+    env: {
+      ...process.env,
+      DATABASE_URL: process.env.DATABASE_URL ?? "",
+      // Any fixed value is fine — see src/lib/booking-draft/sign.ts. Only
+      // needs to be consistent for the lifetime of this one server process.
+      AUTH_SECRET: process.env.AUTH_SECRET ?? "playwright-e2e-test-secret-do-not-use-in-production",
+      NEXT_PUBLIC_APP_URL: baseURL,
+    },
+  },
+});
diff --git a/prisma/seed.ts b/prisma/seed.ts
index 84d2307..f4d03f5 100644
--- a/prisma/seed.ts
+++ b/prisma/seed.ts
@@ -8,6 +8,17 @@ import { PrismaClient, Permission, Weekday, RewardType } from "../generated/pris
 import { PrismaPg } from "@prisma/adapter-pg";
 import bcrypt from "bcryptjs";
 
+/**
+ * All dates below are computed relative to "now" so the seed stays useful
+ * (an upcoming appointment stays upcoming) no matter when it's re-run.
+ */
+function daysFromNow(days: number, hour: number, minute = 0): Date {
+  const date = new Date();
+  date.setDate(date.getDate() + days);
+  date.setHours(hour, minute, 0, 0);
+  return date;
+}
+
 const adapter = new PrismaPg({ connectionString: process.env.DATABASE_URL });
 const prisma = new PrismaClient({ adapter });
 
@@ -129,7 +140,17 @@ async function main() {
     },
   });
 
-  const [haircut, skinfade] = await Promise.all([
+  const beardCategory = await prisma.serviceCategory.upsert({
+    where: { id: `${business.id}-beard-services` },
+    update: {},
+    create: {
+      id: `${business.id}-beard-services`,
+      businessId: business.id,
+      name: "Beard Services",
+    },
+  });
+
+  const [haircut, skinfade, beardTrim] = await Promise.all([
     prisma.service.upsert({
       where: { id: `${business.id}-haircut-style` },
       update: {},
@@ -154,6 +175,18 @@ async function main() {
         price: 25,
       },
     }),
+    prisma.service.upsert({
+      where: { id: `${business.id}-beard-trim-shape` },
+      update: {},
+      create: {
+        id: `${business.id}-beard-trim-shape`,
+        businessId: business.id,
+        categoryId: beardCategory.id,
+        name: "Beard Trim & Shape",
+        durationMinutes: 20,
+        price: 15,
+      },
+    }),
   ]);
 
   const ownerPasswordHash = await bcrypt.hash("password123", 12);
@@ -178,7 +211,18 @@ async function main() {
             })),
           },
           services: {
-            create: [{ serviceId: haircut.id }, { serviceId: skinfade.id }],
+            create: [{ serviceId: haircut.id }, { serviceId: skinfade.id }, { serviceId: beardTrim.id }],
+          },
+          // Daily lunch break, Mon-Sat — exercises the "unavailable slot mid-day" path.
+          breaks: {
+            create: [
+              {
+                label: "Lunch",
+                startMinutes: 13 * 60,
+                endMinutes: 13 * 60 + 30,
+                days: { create: WEEKDAYS.map((dayOfWeek) => ({ dayOfWeek })) },
+              },
+            ],
           },
         },
       },
@@ -187,7 +231,7 @@ async function main() {
   });
 
   const barberPasswordHash = await bcrypt.hash("password123", 12);
-  await prisma.user.upsert({
+  const barberUser = await prisma.user.upsert({
     where: { email: "leo@blakeheritage.co.uk" },
     update: {},
     create: {
@@ -208,13 +252,59 @@ async function main() {
             })),
           },
           services: { create: [{ serviceId: haircut.id }] },
+          // A week of approved leave starting next week — exercises the "staff on time off" path.
+          timeOff: {
+            create: [
+              {
+                startDate: daysFromNow(7, 0),
+                endDate: daysFromNow(11, 0),
+                reason: "Annual leave",
+              },
+            ],
+          },
         },
       },
     },
+    include: { staffProfile: true },
+  });
+
+  // Second barber: different days off (closed Sun+Mon rather than just Sun)
+  // and a different service mix — exercises "not every barber can do every
+  // service" and "any barber" resolution across staff with different rotas.
+  const secondBarberPasswordHash = await bcrypt.hash("password123", 12);
+  const secondBarberUser = await prisma.user.upsert({
+    where: { email: "jamie@blakeheritage.co.uk" },
+    update: {},
+    create: {
+      email: "jamie@blakeheritage.co.uk",
+      name: "Jamie Wallace",
+      passwordHash: secondBarberPasswordHash,
+      emailVerified: new Date(),
+      staffProfile: {
+        create: {
+          businessId: business.id,
+          roleId: barberRole.id,
+          bio: "Fades and beard specialist.",
+          workingHours: {
+            create: [
+              { dayOfWeek: Weekday.TUESDAY, startMinutes: 9 * 60, endMinutes: 17 * 60 },
+              { dayOfWeek: Weekday.WEDNESDAY, startMinutes: 9 * 60, endMinutes: 17 * 60 },
+              { dayOfWeek: Weekday.THURSDAY, startMinutes: 9 * 60, endMinutes: 17 * 60 },
+              { dayOfWeek: Weekday.FRIDAY, startMinutes: 9 * 60, endMinutes: 17 * 60 },
+              { dayOfWeek: Weekday.SATURDAY, startMinutes: 9 * 60, endMinutes: 17 * 60 },
+              { dayOfWeek: Weekday.SUNDAY, isOff: true },
+              { dayOfWeek: Weekday.MONDAY, isOff: true },
+            ],
+          },
+          services: { create: [{ serviceId: skinfade.id }, { serviceId: beardTrim.id }] },
+        },
+      },
+    },
+    include: { staffProfile: true },
   });
 
   const customerPasswordHash = await bcrypt.hash("password123", 12);
-  await prisma.user.upsert({
+  const registeredCustomerUser = await prisma.user.upsert({
     where: { email: "alex.chen@example.com" },
     update: {},
     create: {
@@ -227,17 +317,105 @@ async function main() {
           firstName: "Alex",
           lastName: "Chen",
           email: "alex.chen@example.com",
+          phone: "+44 7700 900123",
           isGuest: false,
           preferredBarberId: ownerUser.staffProfile?.id,
         },
       },
     },
+    include: { customerProfile: true },
   });
 
+  // Guest customer — no linked User, matches the CustomerService guest-matching
+  // rules (normalized email + exact phone) so re-running the booking flow with
+  // these same details reuses this profile instead of creating a duplicate.
+  const guestCustomer = await prisma.customerProfile.upsert({
+    where: { id: `${business.id}-guest-jordan-blake` },
+    update: {},
+    create: {
+      id: `${business.id}-guest-jordan-blake`,
+      firstName: "Jordan",
+      lastName: "Blake",
+      email: "jordan.blake@example.com",
+      phone: "+44 7700 900456",
+      isGuest: true,
+    },
+  });
+
+  const registeredCustomer = registeredCustomerUser.customerProfile;
+  if (registeredCustomer && ownerUser.staffProfile && barberUser.staffProfile) {
+    // Upcoming, confirmed — registered customer with the owner/barber.
+    const upcomingStart = daysFromNow(3, 11, 0);
+    await prisma.appointment.upsert({
+      where: { id: `${business.id}-appt-upcoming-confirmed` },
+      update: {},
+      create: {
+        id: `${business.id}-appt-upcoming-confirmed`,
+        businessId: business.id,
+        customerId: registeredCustomer.id,
+        staffId: ownerUser.staffProfile.id,
+        status: "CONFIRMED",
+        startAt: upcomingStart,
+        endAt: new Date(upcomingStart.getTime() + haircut.durationMinutes * 60_000),
+        services: {
+          create: [{ serviceId: haircut.id, priceAtBooking: haircut.price, durationAtBookingMinutes: haircut.durationMinutes }],
+        },
+      },
+    });
+
+    // Completed — a past visit, used to power "Book Again" and appointment history.
+    const completedStart = daysFromNow(-14, 15, 0);
+    await prisma.appointment.upsert({
+      where: { id: `${business.id}-appt-completed` },
+      update: {},
+      create: {
+        id: `${business.id}-appt-completed`,
+        businessId: business.id,
+        customerId: registeredCustomer.id,
+        staffId: barberUser.staffProfile.id,
+        status: "COMPLETED",
+        startAt: completedStart,
+        endAt: new Date(completedStart.getTime() + haircut.durationMinutes * 60_000),
+        services: {
+          create: [{ serviceId: haircut.id, priceAtBooking: haircut.price, durationAtBookingMinutes: haircut.durationMinutes }],
+        },
+      },
+    });
+  }
+
+  if (secondBarberUser.staffProfile) {
+    // Cancelled — guest customer, cancelled by the guest themselves (no
+    // cancelledByUserId, matching the Phase 4 guest-cancellation capability).
+    const cancelledStart = daysFromNow(5, 10, 0);
+    await prisma.appointment.upsert({
+      where: { id: `${business.id}-appt-cancelled` },
+      update: {},
+      create: {
+        id: `${business.id}-appt-cancelled`,
+        businessId: business.id,
+        customerId: guestCustomer.id,
+        staffId: secondBarberUser.staffProfile.id,
+        status: "CANCELLED",
+        startAt: cancelledStart,
+        endAt: new Date(cancelledStart.getTime() + (skinfade.durationMinutes + beardTrim.durationMinutes) * 60_000),
+        cancellationReason: "Schedule conflict",
+        cancelledAt: daysFromNow(-1, 9, 0),
+        services: {
+          create: [
+            { serviceId: skinfade.id, priceAtBooking: skinfade.price, durationAtBookingMinutes: skinfade.durationMinutes },
+            { serviceId: beardTrim.id, priceAtBooking: beardTrim.price, durationAtBookingMinutes: beardTrim.durationMinutes },
+          ],
+        },
+      },
+    });
+  }
+
   console.log("Seed complete:", {
     business: business.name,
     roles: [ownerRole.name, barberRole.name],
-    services: [haircut.name, skinfade.name],
+    services: [haircut.name, skinfade.name, beardTrim.name],
+    staff: [ownerUser.name, barberUser.name, secondBarberUser.name],
+    customers: [registeredCustomerUser.name, `${guestCustomer.firstName} ${guestCustomer.lastName} (guest)`],
   });
 }
 
diff --git a/src/app/(customer)/appointments/[id]/page.tsx b/src/app/(customer)/appointments/[id]/page.tsx
new file mode 100644
index 0000000..a574d48
--- /dev/null
+++ b/src/app/(customer)/appointments/[id]/page.tsx
@@ -0,0 +1,190 @@
+import type { Metadata } from "next";
+import { CalendarPlus, Phone } from "lucide-react";
+import Link from "next/link";
+import { notFound } from "next/navigation";
+import { auth } from "@/auth";
+import { Card } from "@/components/ui/card";
+import { StatusPill } from "@/components/ui/status-pill";
+import { TopNav } from "@/components/navigation/top-nav";
+import { getPrimaryBusiness } from "@/lib/business/get-primary-business";
+import { prisma } from "@/lib/db/prisma";
+import { getAppointmentById } from "@/services/scheduling/appointment.service";
+import {
+  assertCanAccessAppointment,
+  PermissionDeniedError,
+} from "@/features/booking/authorization";
+import { BookAgainButton } from "@/features/booking/components/book-again-button";
+import { CancelAppointmentDialog } from "@/features/booking/components/cancel-appointment-dialog";
+import type { AppointmentStatus } from "@/types/domain";
+
+export const metadata: Metadata = { title: "Appointment Details" };
+export const dynamic = "force-dynamic";
+
+const STATUS_MAP: Record<string, AppointmentStatus> = {
+  PENDING: "pending_approval",
+  CONFIRMED: "confirmed",
+  CHECKED_IN: "arrived",
+  IN_PROGRESS: "in_progress",
+  COMPLETED: "completed",
+  CANCELLED: "cancelled",
+  NO_SHOW: "no_show",
+};
+const RESCHEDULABLE_STATUSES = new Set(["PENDING", "CONFIRMED", "CHECKED_IN"]);
+const CANCELLABLE_STATUSES = new Set(["PENDING", "CONFIRMED", "CHECKED_IN"]);
+const REBOOKABLE_STATUSES = new Set(["COMPLETED", "CANCELLED", "NO_SHOW"]);
+
+export default async function AppointmentDetailsPage({
+  params,
+}: {
+  params: Promise<{ id: string }>;
+}) {
+  const { id } = await params;
+  const appointment = await getAppointmentById(prisma, id);
+  if (!appointment) notFound();
+
+  const session = await auth();
+  try {
+    assertCanAccessAppointment(appointment, session?.user?.id);
+  } catch (error) {
+    if (error instanceof PermissionDeniedError) notFound(); // don't confirm the id exists to someone who can't see it
+    throw error;
+  }
+
+  const business = await getPrimaryBusiness();
+  const totalDuration = appointment.services.reduce(
+    (sum, s) => sum + s.durationAtBookingMinutes,
+    0,
+  );
+  const totalPrice = appointment.services.reduce((sum, s) => sum + Number(s.priceAtBooking), 0);
+  let cancelledByLabel: string | null = null;
+  if (appointment.status === "CANCELLED" && appointment.cancelledByUserId) {
+    const canceller = await prisma.user.findUnique({
+      where: { id: appointment.cancelledByUserId },
+      select: { name: true },
+    });
+    cancelledByLabel = canceller?.name ?? null;
+  }
+
+  return (
+    <div className="pb-12">
+      <TopNav title="Appointment Details" onBack={true} sticky className="bg-stone" />
+
+      <main className="mx-auto max-w-2xl space-y-4 px-6 py-6">
+        <Card className="space-y-6 p-6">
+          <div className="flex items-center justify-between">
+            <StatusPill status={STATUS_MAP[appointment.status] ?? "confirmed"} />
+            <span className="text-muted text-[10px] font-bold tracking-widest uppercase">
+              Ref: {appointment.id.slice(-8)}
+            </span>
+          </div>
+
+          <div className="border-line space-y-1 border-t pt-4">
+            <p className="text-lg font-bold">
+              {appointment.services.map((s) => s.service.name).join(" + ")}
+            </p>
+            <p className="text-muted text-sm">
+              with {appointment.staff.user.name} · {business.name}
+            </p>
+          </div>
+
+          <div className="border-line grid grid-cols-2 gap-4 border-t pt-4 text-sm">
+            <div>
+              <span className="text-muted block text-[10px] font-bold tracking-widest uppercase">
+                Date
+              </span>
+              {appointment.startAt.toLocaleDateString("en-GB", {
+                weekday: "short",
+                day: "numeric",
+                month: "short",
+                timeZone: business.timezone,
+              })}
+            </div>
+            <div>
+              <span className="text-muted block text-[10px] font-bold tracking-widest uppercase">
+                Time
+              </span>
+              {appointment.startAt.toLocaleTimeString("en-GB", {
+                hour: "2-digit",
+                minute: "2-digit",
+                timeZone: business.timezone,
+              })}
+            </div>
+            <div>
+              <span className="text-muted block text-[10px] font-bold tracking-widest uppercase">
+                Duration
+              </span>
+              {totalDuration} min
+            </div>
+            <div>
+              <span className="text-muted block text-[10px] font-bold tracking-widest uppercase">
+                Total
+              </span>
+              £{totalPrice.toFixed(2)}
+            </div>
+          </div>
+
+          {appointment.notes && (
+            <div className="border-line border-t pt-4">
+              <span className="text-muted block text-[10px] font-bold tracking-widest uppercase">
+                Your Notes
+              </span>
+              <p className="text-muted mt-1 text-sm italic">{appointment.notes}</p>
+            </div>
+          )}
+
+          {appointment.status === "CANCELLED" && (
+            <div className="border-line border-t pt-4 text-sm">
+              <span className="text-muted block text-[10px] font-bold tracking-widest uppercase">
+                Cancellation
+              </span>
+              <p className="text-muted mt-1">
+                Cancelled{" "}
+                {appointment.cancelledAt?.toLocaleString("en-GB", { timeZone: business.timezone })}
+                {cancelledByLabel ? ` by ${cancelledByLabel}` : ""}
+              </p>
+              {appointment.cancellationReason && (
+                <p className="text-muted mt-1 italic">
+                  &ldquo;{appointment.cancellationReason}&rdquo;
+                </p>
+              )}
+            </div>
+          )}
+        </Card>
+
+        <div className="flex flex-wrap gap-3">
+          <a
+            href={`/api/appointments/${appointment.id}/calendar.ics`}
+            className="rounded-jumbo border-line flex items-center gap-2 border bg-white px-5 py-3 text-sm font-bold"
+          >
+            <CalendarPlus className="text-accent h-4 w-4" aria-hidden="true" /> Add to Calendar
+          </a>
+          {business.phone && (
+            <a
+              href={`tel:${business.phone}`}
+              className="rounded-jumbo border-line flex items-center gap-2 border bg-white px-5 py-3 text-sm font-bold"
+            >
+              <Phone className="text-accent h-4 w-4" aria-hidden="true" /> Contact Business
+            </a>
+          )}
+        </div>
+
+        <div className="flex flex-wrap gap-3">
+          {RESCHEDULABLE_STATUSES.has(appointment.status) && (
+            <Link
+              href={`/appointments/${appointment.id}/reschedule`}
+              className="rounded-jumbo border-line border bg-white px-5 py-3 text-sm font-bold"
+            >
+              Reschedule
+            </Link>
+          )}
+          {CANCELLABLE_STATUSES.has(appointment.status) && (
+            <CancelAppointmentDialog appointmentId={appointment.id} />
+          )}
+          {REBOOKABLE_STATUSES.has(appointment.status) && (
+            <BookAgainButton appointmentId={appointment.id} />
+          )}
+        </div>
+      </main>
+    </div>
+  );
+}
diff --git a/src/app/(customer)/appointments/page.tsx b/src/app/(customer)/appointments/page.tsx
index e2cc671..a5ebeda 100644
--- a/src/app/(customer)/appointments/page.tsx
+++ b/src/app/(customer)/appointments/page.tsx
@@ -1,9 +1,170 @@
 import type { Metadata } from "next";
-import { Calendar } from "lucide-react";
-import { ComingSoon } from "@/components/feedback/coming-soon";
+import { CalendarPlus, LogIn } from "lucide-react";
+import Link from "next/link";
+import { auth } from "@/auth";
+import { AppointmentCard } from "@/components/ui/appointment-card";
+import { Button } from "@/components/ui/button";
+import { Tabs, TabsContent, TabsList, TabsTrigger } from "@/components/ui/tabs";
+import { EmptyState } from "@/components/feedback/empty-state";
+import { getPrimaryBusiness } from "@/lib/business/get-primary-business";
+import { prisma } from "@/lib/db/prisma";
+import { listAppointments } from "@/services/scheduling/appointment.service";
+import { BookAgainButton } from "@/features/booking/components/book-again-button";
+import { CancelAppointmentDialog } from "@/features/booking/components/cancel-appointment-dialog";
+import type { AppointmentStatus } from "@/types/domain";
 
 export const metadata: Metadata = { title: "Appointments" };
+export const dynamic = "force-dynamic";
 
-export default function AppointmentsPage() {
-  return <ComingSoon icon={Calendar} title="Appointments" phase="Phase 2: Customer Accounts" />;
+const STATUS_MAP: Record<string, AppointmentStatus> = {
+  PENDING: "pending_approval",
+  CONFIRMED: "confirmed",
+  CHECKED_IN: "arrived",
+  IN_PROGRESS: "in_progress",
+  COMPLETED: "completed",
+  CANCELLED: "cancelled",
+  NO_SHOW: "no_show",
+};
+
+const UPCOMING_STATUSES = ["PENDING", "CONFIRMED", "CHECKED_IN", "IN_PROGRESS"] as const;
+const CANCELLED_STATUSES = ["CANCELLED", "NO_SHOW"] as const;
+const RESCHEDULABLE_STATUSES = new Set(["PENDING", "CONFIRMED", "CHECKED_IN"]);
+const CANCELLABLE_STATUSES = new Set(["PENDING", "CONFIRMED", "CHECKED_IN"]);
+
+export default async function AppointmentsPage() {
+  const session = await auth();
+
+  if (!session?.user) {
+    return (
+      <div className="mx-auto max-w-2xl px-6 pt-12">
+        <h1 className="mb-6 text-2xl font-bold tracking-tight">Appointments</h1>
+        <EmptyState
+          icon={LogIn}
+          title="Sign in to see your appointments"
+          description="Create an account or sign in to view, reschedule, and cancel your bookings."
+          action={
+            <Button asChild>
+              <Link href="/sign-in?callbackUrl=/appointments">Sign In</Link>
+            </Button>
+          }
+        />
+      </div>
+    );
+  }
+
+  const business = await getPrimaryBusiness();
+  const customerProfile = await prisma.customerProfile.findUnique({
+    where: { userId: session.user.id },
+  });
+
+  if (!customerProfile) {
+    return (
+      <div className="mx-auto max-w-2xl px-6 pt-12">
+        <h1 className="mb-6 text-2xl font-bold tracking-tight">Appointments</h1>
+        <EmptyState
+          icon={CalendarPlus}
+          title="No appointments yet"
+          description="Book your first appointment to see it here."
+          action={
+            <Button asChild>
+              <Link href="/book">Book Now</Link>
+            </Button>
+          }
+        />
+      </div>
+    );
+  }
+
+  const [upcoming, past, cancelled] = await Promise.all([
+    listAppointments(prisma, { customerId: customerProfile.id, statuses: [...UPCOMING_STATUSES] }),
+    listAppointments(prisma, { customerId: customerProfile.id, statuses: ["COMPLETED"] }),
+    listAppointments(prisma, { customerId: customerProfile.id, statuses: [...CANCELLED_STATUSES] }),
+  ]);
+
+  const renderList = (appointments: typeof upcoming, kind: "upcoming" | "past" | "cancelled") => {
+    if (appointments.length === 0) {
+      return (
+        <EmptyState
+          icon={CalendarPlus}
+          title={
+            kind === "upcoming"
+              ? "No upcoming appointments"
+              : kind === "past"
+                ? "No past appointments"
+                : "No cancelled appointments"
+          }
+          description={kind === "upcoming" ? "Book your next visit in a few taps." : undefined}
+          action={
+            kind === "upcoming" ? (
+              <Button asChild>
+                <Link href="/book">Book Now</Link>
+              </Button>
+            ) : undefined
+          }
+        />
+      );
+    }
+
+    return (
+      <div className="space-y-4">
+        {appointments.map((appointment) => (
+          <AppointmentCard
+            key={appointment.id}
+            status={STATUS_MAP[appointment.status] ?? "confirmed"}
+            serviceName={appointment.services.map((s) => s.service.name).join(" + ")}
+            staff={{ id: appointment.staffId, name: appointment.staff.user.name ?? "Barber" }}
+            formattedDate={appointment.startAt.toLocaleDateString("en-GB", {
+              weekday: "short",
+              day: "numeric",
+              month: "short",
+              timeZone: business.timezone,
+            })}
+            formattedTime={appointment.startAt.toLocaleTimeString("en-GB", {
+              hour: "2-digit",
+              minute: "2-digit",
+              timeZone: business.timezone,
+            })}
+            actions={
+              <div className="flex flex-1 flex-wrap gap-2">
+                <Link
+                  href={`/appointments/${appointment.id}`}
+                  className="border-line rounded-lg border px-4 py-2 text-xs font-bold tracking-widest uppercase"
+                >
+                  View
+                </Link>
+                {kind === "upcoming" && RESCHEDULABLE_STATUSES.has(appointment.status) && (
+                  <Link
+                    href={`/appointments/${appointment.id}/reschedule`}
+                    className="border-line rounded-lg border px-4 py-2 text-xs font-bold tracking-widest uppercase"
+                  >
+                    Reschedule
+                  </Link>
+                )}
+                {kind === "upcoming" && CANCELLABLE_STATUSES.has(appointment.status) && (
+                  <CancelAppointmentDialog appointmentId={appointment.id} />
+                )}
+                {kind !== "upcoming" && <BookAgainButton appointmentId={appointment.id} />}
+              </div>
+            }
+          />
+        ))}
+      </div>
+    );
+  };
+
+  return (
+    <div className="mx-auto max-w-2xl px-6 pt-12">
+      <h1 className="mb-6 text-2xl font-bold tracking-tight">Appointments</h1>
+      <Tabs defaultValue="upcoming">
+        <TabsList>
+          <TabsTrigger value="upcoming">Upcoming</TabsTrigger>
+          <TabsTrigger value="past">Past</TabsTrigger>
+          <TabsTrigger value="cancelled">Cancelled</TabsTrigger>
+        </TabsList>
+        <TabsContent value="upcoming">{renderList(upcoming, "upcoming")}</TabsContent>
+        <TabsContent value="past">{renderList(past, "past")}</TabsContent>
+        <TabsContent value="cancelled">{renderList(cancelled, "cancelled")}</TabsContent>
+      </Tabs>
+    </div>
+  );
 }
diff --git a/src/app/(customer)/home/page.tsx b/src/app/(customer)/home/page.tsx
index 40f5567..559865c 100644
--- a/src/app/(customer)/home/page.tsx
+++ b/src/app/(customer)/home/page.tsx
@@ -1,20 +1,371 @@
 import type { Metadata } from "next";
+import { Star } from "lucide-react";
+import Link from "next/link";
 import { auth } from "@/auth";
+import { AppointmentCard } from "@/components/ui/appointment-card";
+import { BarberCard } from "@/components/ui/barber-card";
+import { Button } from "@/components/ui/button";
+import { Card } from "@/components/ui/card";
+import { ServiceCard } from "@/components/ui/service-card";
+import { Weekday } from "@/generated/prisma/enums";
+import type { Prisma } from "@/generated/prisma/client";
+import { computeOpeningStatus } from "@/lib/business/opening-status";
+import { getPrimaryBusiness } from "@/lib/business/get-primary-business";
+import { prisma } from "@/lib/db/prisma";
+import { getAvailableServices } from "@/services/scheduling/availability.service";
+import { getBusinessReviews } from "@/services/reviews/reviews.service";
+import type { AppointmentStatus } from "@/types/domain";
 
 export const metadata: Metadata = { title: "Home" };
+export const dynamic = "force-dynamic";
+
+const WEEKDAY_ORDER: Weekday[] = [
+  Weekday.MONDAY,
+  Weekday.TUESDAY,
+  Weekday.WEDNESDAY,
+  Weekday.THURSDAY,
+  Weekday.FRIDAY,
+  Weekday.SATURDAY,
+  Weekday.SUNDAY,
+];
+const WEEKDAY_LABEL: Record<Weekday, string> = {
+  MONDAY: "Monday",
+  TUESDAY: "Tuesday",
+  WEDNESDAY: "Wednesday",
+  THURSDAY: "Thursday",
+  FRIDAY: "Friday",
+  SATURDAY: "Saturday",
+  SUNDAY: "Sunday",
+};
+
+const STATUS_MAP: Record<string, AppointmentStatus> = {
+  PENDING: "pending_approval",
+  CONFIRMED: "confirmed",
+  CHECKED_IN: "arrived",
+  IN_PROGRESS: "in_progress",
+};
 
 export default async function CustomerHomePage() {
-  const session = await auth();
+  const [business, session] = await Promise.all([getPrimaryBusiness(), auth()]);
+
+  const [services, staff, reviews] = await Promise.all([
+    getAvailableServices(prisma, { businessId: business.id }),
+    prisma.staffProfile.findMany({
+      where: { businessId: business.id, status: "ACTIVE", isBookableOnline: true },
+      include: { user: { select: { name: true, image: true } } },
+    }),
+    getBusinessReviews(business.id),
+  ]);
+
+  const openingStatus = computeOpeningStatus(business.hours, business.timezone);
+  const location = business.locations[0];
+  const previewServices = services.slice(0, 4);
+
+  type UpcomingAppointment = Prisma.AppointmentGetPayload<{
+    include: { services: { include: { service: true } }; staff: { include: { user: true } } };
+  }>;
+
+  let customerProfile: Awaited<ReturnType<typeof prisma.customerProfile.findUnique>> = null;
+  let upcomingAppointment: UpcomingAppointment | null = null;
+  let loyaltyAccount: Awaited<ReturnType<typeof prisma.loyaltyAccount.findFirst>> = null;
+  let loyaltyProgramme: Awaited<ReturnType<typeof prisma.loyaltyProgramme.findUnique>> = null;
+  let preferredBarberName: string | null = null;
+  let lastCompletedAppointment: Awaited<ReturnType<typeof prisma.appointment.findFirst>> = null;
+
+  if (session?.user?.id) {
+    customerProfile = await prisma.customerProfile.findUnique({
+      where: { userId: session.user.id },
+    });
+
+    if (customerProfile) {
+      [upcomingAppointment, loyaltyProgramme, lastCompletedAppointment] = await Promise.all([
+        prisma.appointment.findFirst({
+          where: {
+            customerId: customerProfile.id,
+            status: { in: ["PENDING", "CONFIRMED", "CHECKED_IN"] },
+            startAt: { gte: new Date() },
+          },
+          orderBy: { startAt: "asc" },
+          include: { services: { include: { service: true } }, staff: { include: { user: true } } },
+        }),
+        prisma.loyaltyProgramme.findUnique({ where: { businessId: business.id } }),
+        prisma.appointment.findFirst({
+          where: { customerId: customerProfile.id, status: "COMPLETED" },
+          orderBy: { startAt: "desc" },
+        }),
+      ]);
+
+      if (loyaltyProgramme?.isEnabled) {
+        loyaltyAccount = await prisma.loyaltyAccount.findUnique({
+          where: {
+            customerId_loyaltyProgrammeId: {
+              customerId: customerProfile.id,
+              loyaltyProgrammeId: loyaltyProgramme.id,
+            },
+          },
+        });
+      }
+
+      if (customerProfile.preferredBarberId) {
+        const preferred = await prisma.staffProfile.findUnique({
+          where: { id: customerProfile.preferredBarberId },
+          include: { user: { select: { name: true } } },
+        });
+        preferredBarberName = preferred?.user.name ?? null;
+      }
+    }
+  }
 
   return (
-    <div className="px-6 pt-12">
-      <p className="text-xs font-medium text-muted">Signed in as</p>
-      <h1 className="text-2xl font-bold tracking-tight">{session?.user?.name ?? session?.user?.email}</h1>
-      <p className="mt-6 text-sm text-muted">
-        The full personalized home (upcoming appointment, loyalty progress, quick booking) is designed
-        in <code>templates/23-...html</code> and scoped for a later phase — this route exists now to
-        prove sign-in → protected layout → bottom nav works end to end.
-      </p>
+    <div>
+      {/* Hero */}
+      <section className="bg-ink relative h-56 w-full overflow-hidden">
+        {business.logoUrl ? (
+          // eslint-disable-next-line @next/next/no-img-element
+          <img src={business.logoUrl} alt="" className="h-full w-full object-cover opacity-80" />
+        ) : null}
+      </section>
+
+      <main className="mx-auto max-w-2xl bg-white px-6 py-6">
+        {session?.user && (
+          <p className="text-muted mb-1 text-sm">
+            Good to see you, {session.user.name?.split(" ")[0] ?? "there"}
+          </p>
+        )}
+        <h1 className="mb-1 text-2xl font-bold tracking-tight">{business.name}</h1>
+        {location && (
+          <p className="text-muted mb-3 text-xs">
+            {location.addressLine1}, {location.city} {location.postalCode}
+          </p>
+        )}
+        <div className="mb-4 flex items-center gap-3 text-sm">
+          <div className="text-accent-loyalty flex items-center gap-1">
+            <Star className="h-4 w-4 fill-current" aria-hidden="true" />
+            <span className="text-ink font-bold">{reviews.averageRating.toFixed(1)}</span>
+          </div>
+          <span className="text-muted">· {reviews.totalReviews.toLocaleString()} reviews</span>
+          <span
+            className={openingStatus.isOpen ? "text-accent font-bold" : "text-danger font-bold"}
+          >
+            {openingStatus.label}
+          </span>
+        </div>
+        {business.description && (
+          <p className="text-muted mb-6 text-sm leading-relaxed">{business.description}</p>
+        )}
+
+        {/* Upcoming appointment */}
+        {upcomingAppointment && (
+          <section className="mb-6">
+            <h2 className="text-muted mb-3 text-xs font-bold tracking-widest uppercase">
+              Your Next Visit
+            </h2>
+            <AppointmentCard
+              status={STATUS_MAP[upcomingAppointment.status] ?? "confirmed"}
+              serviceName={upcomingAppointment.services.map((s) => s.service.name).join(" + ")}
+              staff={{
+                id: upcomingAppointment.staffId,
+                name: upcomingAppointment.staff.user.name ?? "Barber",
+              }}
+              formattedDate={upcomingAppointment.startAt.toLocaleDateString("en-GB", {
+                weekday: "short",
+                day: "numeric",
+                month: "short",
+                timeZone: business.timezone,
+              })}
+              formattedTime={upcomingAppointment.startAt.toLocaleTimeString("en-GB", {
+                hour: "2-digit",
+                minute: "2-digit",
+                timeZone: business.timezone,
+              })}
+              actions={
+                <Link
+                  href="/appointments"
+                  className="text-ink text-xs font-bold tracking-widest uppercase underline"
+                >
+                  View details
+                </Link>
+              }
+            />
+          </section>
+        )}
+
+        {/* Loyalty summary */}
+        {loyaltyProgramme?.isEnabled && loyaltyAccount && (
+          <Link
+            href="/settings"
+            className="rounded-jumbo border-line mb-6 block border bg-white p-5 shadow-sm"
+          >
+            <div className="mb-3 flex items-center justify-between">
+              <p className="text-sm font-bold">Loyalty Progress</p>
+              <span className="text-muted text-xs">
+                {loyaltyAccount.currentStamps}/{loyaltyProgramme.stampsRequired} stamps
+              </span>
+            </div>
+            <div className="bg-stone h-2 w-full overflow-hidden rounded-full">
+              <div
+                className="bg-accent-loyalty h-full rounded-full"
+                style={{
+                  width: `${Math.min(100, (loyaltyAccount.currentStamps / loyaltyProgramme.stampsRequired) * 100)}%`,
+                }}
+              />
+            </div>
+          </Link>
+        )}
+
+        {/* Preferred barber + book again */}
+        {(preferredBarberName || lastCompletedAppointment) && (
+          <div className="mb-6 grid grid-cols-2 gap-3">
+            {preferredBarberName && (
+              <Card className="p-4">
+                <p className="text-muted text-[10px] font-bold tracking-widest uppercase">
+                  Preferred Barber
+                </p>
+                <p className="mt-1 text-sm font-bold">{preferredBarberName}</p>
+              </Card>
+            )}
+            {lastCompletedAppointment && (
+              <Button asChild variant="secondary" className="h-full w-full">
+                <Link href="/appointments">Book Again</Link>
+              </Button>
+            )}
+          </div>
+        )}
+
+        {/* Booking CTA */}
+        <Button asChild className="mb-8 w-full">
+          <Link href="/book">Book an Appointment</Link>
+        </Button>
+
+        {/* Services */}
+        <section className="mb-8">
+          <div className="mb-3 flex items-center justify-between">
+            <h2 className="text-muted text-xs font-bold tracking-widest uppercase">
+              Popular Services
+            </h2>
+            <Link
+              href="/book"
+              className="text-ink text-[10px] font-bold tracking-widest uppercase underline"
+            >
+              See all
+            </Link>
+          </div>
+          <Card className="divide-line divide-y px-5">
+            {previewServices.map((service) => (
+              <ServiceCard
+                key={service.id}
+                service={{
+                  id: service.id,
+                  name: service.name,
+                  durationMinutes: service.durationMinutes,
+                  formattedPrice: `£${Number(service.price).toFixed(2)}`,
+                }}
+                action={
+                  <Button asChild size="sm">
+                    <Link href="/book">Book</Link>
+                  </Button>
+                }
+              />
+            ))}
+          </Card>
+        </section>
+
+        {/* Barbers */}
+        <section className="mb-8">
+          <h2 className="text-muted mb-3 text-xs font-bold tracking-widest uppercase">
+            Our Barbers
+          </h2>
+          <div className="flex gap-5 overflow-x-auto pb-1">
+            {staff.map((s) => (
+              <BarberCard
+                key={s.id}
+                staff={{
+                  id: s.id,
+                  name: s.user.name ?? "Barber",
+                  avatarUrl: s.user.image ?? undefined,
+                }}
+                isPreferred={customerProfile?.preferredBarberId === s.id}
+              />
+            ))}
+          </div>
+        </section>
+
+        {/* Reviews */}
+        <section className="mb-8">
+          <div className="mb-3 flex items-center justify-between">
+            <h2 className="text-muted text-xs font-bold tracking-widest uppercase">Reviews</h2>
+            {reviews.isDemoData && (
+              <span className="text-muted text-[9px] font-bold tracking-widest uppercase">
+                Demo data
+              </span>
+            )}
+          </div>
+          <div className="space-y-3">
+            {reviews.reviews.map((review) => (
+              <Card key={review.id} className="p-4">
+                <div className="mb-1 flex items-center justify-between">
+                  <p className="text-sm font-bold">{review.authorName}</p>
+                  <span className="text-muted text-[10px]">{review.relativeDate}</span>
+                </div>
+                <div className="text-accent-loyalty mb-2 flex gap-0.5">
+                  {Array.from({ length: review.rating }, (_, i) => (
+                    <Star key={i} className="h-3 w-3 fill-current" aria-hidden="true" />
+                  ))}
+                </div>
+                <p className="text-muted text-xs">{review.text}</p>
+              </Card>
+            ))}
+          </div>
+        </section>
+
+        {/* Hours */}
+        <section className="mb-4">
+          <h2 className="text-muted mb-3 text-xs font-bold tracking-widest uppercase">
+            Opening Hours
+          </h2>
+          <Card className="divide-line divide-y px-5">
+            {WEEKDAY_ORDER.map((day) => {
+              const dayHours = business.hours.find((h) => h.dayOfWeek === day);
+              return (
+                <div key={day} className="flex items-center justify-between py-3 text-sm">
+                  <span className="text-muted">{WEEKDAY_LABEL[day]}</span>
+                  <span className="font-medium">
+                    {!dayHours ||
+                    dayHours.isClosed ||
+                    dayHours.opensAtMinutes === null ||
+                    dayHours.closesAtMinutes === null
+                      ? "Closed"
+                      : `${String(Math.floor(dayHours.opensAtMinutes / 60)).padStart(2, "0")}:${String(dayHours.opensAtMinutes % 60).padStart(2, "0")} – ${String(Math.floor(dayHours.closesAtMinutes / 60)).padStart(2, "0")}:${String(dayHours.closesAtMinutes % 60).padStart(2, "0")}`}
+                  </span>
+                </div>
+              );
+            })}
+          </Card>
+        </section>
+
+        {/* Contact */}
+        <section>
+          <h2 className="text-muted mb-3 text-xs font-bold tracking-widest uppercase">Contact</h2>
+          <div className="grid grid-cols-2 gap-3">
+            {business.phone && (
+              <a
+                href={`tel:${business.phone}`}
+                className="border-line rounded-xl border bg-white py-4 text-center text-sm font-bold"
+              >
+                Call
+              </a>
+            )}
+            {business.email && (
+              <a
+                href={`mailto:${business.email}`}
+                className="border-line rounded-xl border bg-white py-4 text-center text-sm font-bold"
+              >
+                Email
+              </a>
+            )}
+          </div>
+        </section>
+      </main>
     </div>
   );
 }
diff --git a/src/app/(customer)/layout.tsx b/src/app/(customer)/layout.tsx
index 3431b31..ba7e6f5 100644
--- a/src/app/(customer)/layout.tsx
+++ b/src/app/(customer)/layout.tsx
@@ -1,5 +1,3 @@
-import { redirect } from "next/navigation";
-import { auth } from "@/auth";
 import { BottomNav, type BottomNavItem } from "@/components/navigation/bottom-nav";
 
 const NAV_ITEMS: BottomNavItem[] = [
@@ -8,12 +6,14 @@ const NAV_ITEMS: BottomNavItem[] = [
   { href: "/settings", label: "Settings", icon: "user" },
 ];
 
-export default async function CustomerLayout({ children }: { children: React.ReactNode }) {
-  const session = await auth();
-  if (!session?.user) {
-    redirect("/sign-in?callbackUrl=/home");
-  }
-
+/**
+ * No auth gate here — Home must work for guests too (the Phase 4 brief:
+ * "For guests, show the public business experience without personalised
+ * content"). /appointments and /settings each check their own session
+ * requirement and show an in-context sign-in prompt rather than bouncing
+ * a guest away with no explanation — see those pages.
+ */
+export default function CustomerLayout({ children }: { children: React.ReactNode }) {
   return (
     <div className="min-h-screen bg-stone pb-24">
       {children}
diff --git a/src/app/(customer)/settings/page.tsx b/src/app/(customer)/settings/page.tsx
index ce416e6..7c6ee64 100644
--- a/src/app/(customer)/settings/page.tsx
+++ b/src/app/(customer)/settings/page.tsx
@@ -1,24 +1,56 @@
 import type { Metadata } from "next";
+import { LogIn } from "lucide-react";
+import Link from "next/link";
 import { auth } from "@/auth";
+import { Button } from "@/components/ui/button";
+import { EmptyState } from "@/components/feedback/empty-state";
 import { ProfileCard } from "@/components/ui/profile-card";
+import { prisma } from "@/lib/db/prisma";
 import { SignOutButton } from "@/features/auth/components/sign-out-button";
 
 export const metadata: Metadata = { title: "Settings" };
+export const dynamic = "force-dynamic";
 
 export default async function CustomerSettingsPage() {
   const session = await auth();
 
+  if (!session?.user) {
+    return (
+      <div className="mx-auto max-w-2xl px-6 pt-12">
+        <h1 className="mb-6 text-2xl font-bold tracking-tight">Settings</h1>
+        <EmptyState
+          icon={LogIn}
+          title="Sign in to manage your account"
+          description="Save your details, track loyalty rewards, and manage your bookings."
+          action={
+            <Button asChild>
+              <Link href="/sign-in?callbackUrl=/settings">Sign In</Link>
+            </Button>
+          }
+        />
+      </div>
+    );
+  }
+
+  const customerProfile = await prisma.customerProfile.findUnique({
+    where: { userId: session.user.id },
+  });
+
   return (
-    <div className="space-y-6 px-6 pt-12">
+    <div className="mx-auto max-w-2xl space-y-6 px-6 pt-12">
       <h1 className="text-2xl font-bold tracking-tight">Settings</h1>
       <ProfileCard
-        name={session?.user?.name ?? "Signed-in customer"}
-        meta={session?.user?.email}
-        avatarUrl={session?.user?.image ?? undefined}
+        name={
+          customerProfile
+            ? `${customerProfile.firstName} ${customerProfile.lastName}`
+            : (session.user.name ?? "Signed-in customer")
+        }
+        meta={customerProfile?.email ?? session.user.email}
+        avatarUrl={session.user.image ?? undefined}
       />
-      <p className="text-sm text-muted">
+      <p className="text-muted text-sm">
         Preferred barber, loyalty card, and notification preferences are designed in
-        <code> templates/10, 11, 35</code> and land in later phases.
+        <code> templates/10, 11, 35</code> and land in a later phase.
       </p>
       <SignOutButton />
     </div>
diff --git a/src/app/api/appointments/[id]/calendar.ics/route.ts b/src/app/api/appointments/[id]/calendar.ics/route.ts
new file mode 100644
index 0000000..167b1fa
--- /dev/null
+++ b/src/app/api/appointments/[id]/calendar.ics/route.ts
@@ -0,0 +1,59 @@
+import { NextResponse } from "next/server";
+import { auth } from "@/auth";
+import { generateAppointmentIcs } from "@/lib/calendar/ics";
+import { prisma } from "@/lib/db/prisma";
+import { assertCanAccessAppointment, PermissionDeniedError } from "@/features/booking/authorization";
+import { getAppointmentById } from "@/services/scheduling/appointment.service";
+
+/**
+ * A file download needs real HTTP response headers (Content-Type,
+ * Content-Disposition) that a Server Action can't produce — the one
+ * legitimate use of a Route Handler in this phase, per Phase 2's
+ * architecture ("reserve app/api for... anything that needs a typed HTTP
+ * response"). Still calls straight into AppointmentService/ics.ts —
+ * no booking logic lives here.
+ */
+export async function GET(_request: Request, { params }: { params: Promise<{ id: string }> }) {
+  const { id } = await params;
+
+  const appointment = await getAppointmentById(prisma, id);
+  if (!appointment) {
+    return NextResponse.json({ error: "Appointment not found." }, { status: 404 });
+  }
+
+  const session = await auth();
+  try {
+    assertCanAccessAppointment(appointment, session?.user?.id);
+  } catch (error) {
+    if (error instanceof PermissionDeniedError) {
+      return NextResponse.json({ error: error.message }, { status: 403 });
+    }
+    throw error;
+  }
+
+  const business = await prisma.business.findUnique({
+    where: { id: appointment.businessId },
+    include: { locations: true },
+  });
+
+  const ics = generateAppointmentIcs({
+    appointmentId: appointment.id,
+    businessName: business?.name ?? "NextChair",
+    businessAddress: business?.locations[0]
+      ? `${business.locations[0].addressLine1}, ${business.locations[0].city} ${business.locations[0].postalCode}`
+      : undefined,
+    staffName: appointment.staff.user.name ?? "Your barber",
+    serviceNames: appointment.services.map((s) => s.service.name),
+    startAt: appointment.startAt,
+    endAt: appointment.endAt,
+    notes: appointment.notes ?? undefined,
+  });
+
+  return new NextResponse(ics, {
+    status: 200,
+    headers: {
+      "Content-Type": "text/calendar; charset=utf-8",
+      "Content-Disposition": `attachment; filename="appointment-${appointment.id}.ics"`,
+    },
+  });
+}
diff --git a/src/app/appointments/[id]/reschedule/layout.tsx b/src/app/appointments/[id]/reschedule/layout.tsx
new file mode 100644
index 0000000..21a4491
--- /dev/null
+++ b/src/app/appointments/[id]/reschedule/layout.tsx
@@ -0,0 +1,13 @@
+/**
+ * Deliberately OUTSIDE the (customer) route group, same reasoning as
+ * src/app/book/layout.tsx: this page reuses BarberDateTimePicker, which
+ * renders its own fixed bottom action bar. Nested under (customer)'s
+ * persistent BottomNav, the two fixed-bottom elements would overlap —
+ * the nav (z-50) sits above the picker's "Confirm Reschedule" bar (z-40)
+ * and swallows clicks meant for it. Hiding the bottom nav here avoids
+ * that collision, matching the booking flow's own "may temporarily hide
+ * the bottom navigation" allowance.
+ */
+export default function RescheduleLayout({ children }: { children: React.ReactNode }) {
+  return <div className="min-h-screen bg-stone">{children}</div>;
+}
diff --git a/src/app/appointments/[id]/reschedule/page.tsx b/src/app/appointments/[id]/reschedule/page.tsx
new file mode 100644
index 0000000..9d4fe2f
--- /dev/null
+++ b/src/app/appointments/[id]/reschedule/page.tsx
@@ -0,0 +1,76 @@
+import type { Metadata } from "next";
+import { notFound, redirect } from "next/navigation";
+import { auth } from "@/auth";
+import { Card } from "@/components/ui/card";
+import { TopNav } from "@/components/navigation/top-nav";
+import { getPrimaryBusiness } from "@/lib/business/get-primary-business";
+import { prisma } from "@/lib/db/prisma";
+import { getAppointmentById } from "@/services/scheduling/appointment.service";
+import { assertCanAccessAppointment, PermissionDeniedError } from "@/features/booking/authorization";
+import { BarberDateTimePicker } from "@/features/booking/components/barber-date-time-picker";
+import { rescheduleCustomerAppointmentAction } from "@/features/booking/actions/customer-appointments";
+
+export const metadata: Metadata = { title: "Reschedule Appointment" };
+export const dynamic = "force-dynamic";
+
+const NON_RESCHEDULABLE = new Set(["COMPLETED", "CANCELLED", "NO_SHOW", "IN_PROGRESS"]);
+
+export default async function RescheduleAppointmentPage({ params }: { params: Promise<{ id: string }> }) {
+  const { id } = await params;
+  const appointment = await getAppointmentById(prisma, id);
+  if (!appointment) notFound();
+
+  const session = await auth();
+  try {
+    assertCanAccessAppointment(appointment, session?.user?.id);
+  } catch (error) {
+    if (error instanceof PermissionDeniedError) notFound();
+    throw error;
+  }
+
+  if (NON_RESCHEDULABLE.has(appointment.status)) {
+    redirect(`/appointments/${id}`);
+  }
+
+  const business = await getPrimaryBusiness();
+
+  async function handleContinue(selection: { staffId?: string; date: string; startAt: string }) {
+    "use server";
+    const result = await rescheduleCustomerAppointmentAction({
+      appointmentId: id,
+      staffId: selection.staffId,
+      startAt: selection.startAt,
+    });
+    if (result.success) {
+      redirect(`/appointments/${id}`);
+    }
+    return result;
+  }
+
+  return (
+    <div className="pb-6">
+      <TopNav title="Reschedule" onBack={true} sticky className="bg-stone" />
+
+      <Card className="mx-6 mt-4 flex items-center gap-3 p-4">
+        <div className="flex-1">
+          <p className="text-sm font-bold">{appointment.services.map((s) => s.service.name).join(" + ")} with {appointment.staff.user.name}</p>
+          <p className="text-xs text-muted">
+            Currently: {appointment.startAt.toLocaleDateString("en-GB", { weekday: "short", day: "numeric", month: "short", timeZone: business.timezone })} ·{" "}
+            {appointment.startAt.toLocaleTimeString("en-GB", { hour: "2-digit", minute: "2-digit", timeZone: business.timezone })}
+          </p>
+        </div>
+      </Card>
+
+      <div className="mt-4">
+        <BarberDateTimePicker
+          businessId={business.id}
+          businessTimezone={business.timezone}
+          serviceIds={appointment.services.map((s) => s.serviceId)}
+          initialStaffId={appointment.staffId}
+          onContinue={handleContinue}
+          continueLabel="Confirm Reschedule"
+        />
+      </div>
+    </div>
+  );
+}
diff --git a/src/app/book/barber-time/page.tsx b/src/app/book/barber-time/page.tsx
new file mode 100644
index 0000000..59f2859
--- /dev/null
+++ b/src/app/book/barber-time/page.tsx
@@ -0,0 +1,38 @@
+import type { Metadata } from "next";
+import { redirect } from "next/navigation";
+import { TopNav } from "@/components/navigation/top-nav";
+import { readDraft } from "@/lib/booking-draft/cookie";
+import { getPrimaryBusiness } from "@/lib/business/get-primary-business";
+import { BarberDateTimePicker } from "@/features/booking/components/barber-date-time-picker";
+import { saveBarberTimeStepAction } from "@/features/booking/actions/draft";
+
+export const metadata: Metadata = { title: "Barber & Time" };
+export const dynamic = "force-dynamic";
+
+export default async function BookBarberTimePage() {
+  const business = await getPrimaryBusiness();
+  const draft = await readDraft(business.id);
+
+  if (draft.serviceIds.length === 0) {
+    redirect("/book");
+  }
+
+  async function handleContinue(selection: { staffId?: string; date: string; startAt: string }) {
+    "use server";
+    return saveBarberTimeStepAction({ businessId: business.id, ...selection });
+  }
+
+  return (
+    <div className="pb-6">
+      <TopNav title="Barber & Time" onBack={true} sticky className="bg-stone" />
+      <BarberDateTimePicker
+        businessId={business.id}
+        businessTimezone={business.timezone}
+        serviceIds={draft.serviceIds}
+        initialStaffId={draft.staffId}
+        initialDate={draft.date}
+        onContinue={handleContinue}
+      />
+    </div>
+  );
+}
diff --git a/src/app/book/confirmation/page.tsx b/src/app/book/confirmation/page.tsx
new file mode 100644
index 0000000..d9898bc
--- /dev/null
+++ b/src/app/book/confirmation/page.tsx
@@ -0,0 +1,116 @@
+import type { Metadata } from "next";
+import { CalendarPlus, Check } from "lucide-react";
+import Link from "next/link";
+import { redirect } from "next/navigation";
+import { auth } from "@/auth";
+import { Button } from "@/components/ui/button";
+import { Card } from "@/components/ui/card";
+import { StatusPill } from "@/components/ui/status-pill";
+import { readLastBookingReference } from "@/lib/booking-draft/cookie";
+import { getPrimaryBusiness } from "@/lib/business/get-primary-business";
+import { getAppointmentById } from "@/services/scheduling/appointment.service";
+import { prisma } from "@/lib/db/prisma";
+import type { AppointmentStatus } from "@/types/domain";
+
+export const metadata: Metadata = { title: "Booking Confirmed" };
+export const dynamic = "force-dynamic";
+
+const STATUS_MAP: Record<string, AppointmentStatus> = {
+  PENDING: "pending_approval",
+  CONFIRMED: "confirmed",
+  CHECKED_IN: "arrived",
+  IN_PROGRESS: "in_progress",
+  COMPLETED: "completed",
+  CANCELLED: "cancelled",
+  NO_SHOW: "no_show",
+};
+
+export default async function BookConfirmationPage() {
+  const appointmentId = await readLastBookingReference();
+  if (!appointmentId) redirect("/home");
+
+  const appointment = await getAppointmentById(prisma, appointmentId);
+  if (!appointment) redirect("/home");
+
+  const business = await getPrimaryBusiness();
+  const session = await auth();
+  const totalPrice = appointment.services.reduce((sum, s) => sum + Number(s.priceAtBooking), 0);
+
+  return (
+    <div className="flex min-h-screen flex-col items-center px-6 pb-16 pt-12">
+      <div className="mb-8 flex h-20 w-20 items-center justify-center rounded-full bg-accent text-white shadow-lg shadow-accent/20">
+        <Check className="h-9 w-9" aria-hidden="true" />
+      </div>
+      <h1 className="mb-2 text-center text-2xl font-bold">You&apos;re all set!</h1>
+      <p role="status" className="mb-8 text-center text-sm text-muted">
+        We&apos;ve confirmed your booking with {business.name}.
+      </p>
+
+      <Card className="w-full max-w-md space-y-6 p-6">
+        <div className="flex items-center justify-between">
+          <StatusPill status={STATUS_MAP[appointment.status] ?? "confirmed"} />
+          <span className="text-[10px] font-bold uppercase tracking-widest text-muted">Ref: {appointment.id.slice(-8)}</span>
+        </div>
+
+        <div className="space-y-1 border-t border-line pt-4">
+          <p className="text-sm font-bold">{appointment.services.map((s) => s.service.name).join(" + ")}</p>
+          <p className="text-xs text-muted">with {appointment.staff.user.name}</p>
+        </div>
+
+        <div className="grid grid-cols-2 gap-4 border-t border-line pt-4 text-sm">
+          <div>
+            <span className="block text-[10px] font-bold uppercase tracking-widest text-muted">Date</span>
+            {appointment.startAt.toLocaleDateString("en-GB", {
+              weekday: "short",
+              day: "numeric",
+              month: "short",
+              timeZone: business.timezone,
+            })}
+          </div>
+          <div>
+            <span className="block text-[10px] font-bold uppercase tracking-widest text-muted">Time</span>
+            {appointment.startAt.toLocaleTimeString("en-GB", { hour: "2-digit", minute: "2-digit", timeZone: business.timezone })}
+          </div>
+          <div>
+            <span className="block text-[10px] font-bold uppercase tracking-widest text-muted">Duration</span>
+            {appointment.services.reduce((sum, s) => sum + s.durationAtBookingMinutes, 0)} min
+          </div>
+          <div>
+            <span className="block text-[10px] font-bold uppercase tracking-widest text-muted">Total</span>£{totalPrice.toFixed(2)}
+          </div>
+        </div>
+
+        <a
+          href={`/api/appointments/${appointment.id}/calendar.ics`}
+          className="flex w-full items-center justify-center gap-2 rounded-jumbo border border-line bg-white py-4 text-sm font-bold"
+        >
+          <CalendarPlus className="h-4 w-4 text-accent" aria-hidden="true" /> Add to Calendar
+        </a>
+      </Card>
+
+      <div className="mt-8 w-full max-w-md space-y-3">
+        {session?.user ? (
+          <Button asChild variant="secondary" className="w-full">
+            <Link href="/appointments">View Appointment</Link>
+          </Button>
+        ) : (
+          <Card className="space-y-3 p-5 text-center">
+            <p className="text-sm font-bold">Want to manage this booking later?</p>
+            <p className="text-xs text-muted">
+              Create an account to view your appointment history, save your details, and track loyalty rewards.
+            </p>
+            <Button asChild variant="secondary" className="w-full">
+              <Link href="/register">Create an Account</Link>
+            </Button>
+          </Card>
+        )}
+        <Button asChild variant="secondary" className="w-full">
+          <Link href="/book">Book Another Appointment</Link>
+        </Button>
+        <Button asChild className="w-full">
+          <Link href="/home">Return Home</Link>
+        </Button>
+      </div>
+    </div>
+  );
+}
diff --git a/src/app/book/details/page.tsx b/src/app/book/details/page.tsx
new file mode 100644
index 0000000..3556fb7
--- /dev/null
+++ b/src/app/book/details/page.tsx
@@ -0,0 +1,45 @@
+import type { Metadata } from "next";
+import { redirect } from "next/navigation";
+import { auth } from "@/auth";
+import { TopNav } from "@/components/navigation/top-nav";
+import { readDraft } from "@/lib/booking-draft/cookie";
+import { getPrimaryBusiness } from "@/lib/business/get-primary-business";
+import { prisma } from "@/lib/db/prisma";
+import { DetailsForm } from "@/features/booking/components/details-form";
+
+export const metadata: Metadata = { title: "Your Details" };
+export const dynamic = "force-dynamic";
+
+export default async function BookDetailsPage() {
+  const business = await getPrimaryBusiness();
+  const draft = await readDraft(business.id);
+
+  if (draft.serviceIds.length === 0) redirect("/book");
+  if (!draft.startAt) redirect("/book/barber-time");
+
+  const session = await auth();
+  let prefill: { firstName: string; lastName: string; email: string; phone: string } | undefined;
+
+  if (session?.user?.id) {
+    const profile = await prisma.customerProfile.findUnique({ where: { userId: session.user.id } });
+    prefill = {
+      firstName: profile?.firstName ?? session.user.name?.split(" ")[0] ?? "",
+      lastName: profile?.lastName ?? session.user.name?.split(" ").slice(1).join(" ") ?? "",
+      email: profile?.email ?? session.user.email ?? "",
+      phone: profile?.phone ?? "",
+    };
+  }
+
+  return (
+    <div className="pb-6">
+      <TopNav title="Your Details" onBack={true} sticky className="bg-stone" />
+      <DetailsForm
+        businessId={business.id}
+        cancellationPolicy={business.settings?.cancellationPolicy ?? undefined}
+        isAuthenticated={!!session?.user}
+        prefill={prefill}
+        initialNotes={draft.notes}
+      />
+    </div>
+  );
+}
diff --git a/src/app/book/layout.tsx b/src/app/book/layout.tsx
new file mode 100644
index 0000000..0f31e4d
--- /dev/null
+++ b/src/app/book/layout.tsx
@@ -0,0 +1,12 @@
+/**
+ * Deliberately OUTSIDE the (customer) route group — the booking flow must
+ * work for guests, and (customer)/layout.tsx's session check doesn't
+ * apply here. The bottom nav is hidden throughout, matching the focused,
+ * single-purpose flow in the booking templates (18, 9, 17, 26, 27) — see
+ * docs/phase-4-summary.md for why that's a deliberate, brief-sanctioned
+ * choice ("may temporarily hide the bottom navigation where this
+ * improves focus").
+ */
+export default function BookLayout({ children }: { children: React.ReactNode }) {
+  return <div className="min-h-screen bg-stone">{children}</div>;
+}
diff --git a/src/app/book/page.tsx b/src/app/book/page.tsx
new file mode 100644
index 0000000..d93695a
--- /dev/null
+++ b/src/app/book/page.tsx
@@ -0,0 +1,35 @@
+import type { Metadata } from "next";
+import { readDraft } from "@/lib/booking-draft/cookie";
+import { getPrimaryBusiness } from "@/lib/business/get-primary-business";
+import { prisma } from "@/lib/db/prisma";
+import { getAvailableServices } from "@/services/scheduling/availability.service";
+import { ServiceSelector } from "@/features/booking/components/service-selector";
+
+export const metadata: Metadata = { title: "Select Services" };
+export const dynamic = "force-dynamic";
+
+export default async function BookServicesPage() {
+  const business = await getPrimaryBusiness();
+  const [services, categories, draft] = await Promise.all([
+    getAvailableServices(prisma, { businessId: business.id }),
+    prisma.serviceCategory.findMany({
+      where: { businessId: business.id, isActive: true },
+      orderBy: { displayOrder: "asc" },
+    }),
+    readDraft(business.id),
+  ]);
+
+  const categoryNames = new Map(categories.map((c) => [c.id, c.name]));
+  const orderedCategoryIds = categories.map((c) => c.id);
+
+  return (
+    <ServiceSelector
+      businessId={business.id}
+      services={services}
+      categoryNames={Object.fromEntries(categoryNames)}
+      categoryOrder={orderedCategoryIds}
+      initialSelectedServiceIds={draft.serviceIds}
+      rebooking={!!draft.rebookFromAppointmentId}
+    />
+  );
+}
diff --git a/src/app/book/review/page.tsx b/src/app/book/review/page.tsx
new file mode 100644
index 0000000..a62c8a7
--- /dev/null
+++ b/src/app/book/review/page.tsx
@@ -0,0 +1,186 @@
+import type { Metadata } from "next";
+import Link from "next/link";
+import { redirect } from "next/navigation";
+import { auth } from "@/auth";
+import { TopNav } from "@/components/navigation/top-nav";
+import { Card } from "@/components/ui/card";
+import { readDraft } from "@/lib/booking-draft/cookie";
+import { getPrimaryBusiness } from "@/lib/business/get-primary-business";
+import { prisma } from "@/lib/db/prisma";
+import { ConfirmBookingButton } from "@/features/booking/components/confirm-booking-button";
+
+export const metadata: Metadata = { title: "Review Booking" };
+export const dynamic = "force-dynamic";
+
+export default async function BookReviewPage() {
+  const business = await getPrimaryBusiness();
+  const draft = await readDraft(business.id);
+
+  if (draft.serviceIds.length === 0) redirect("/book");
+  if (!draft.startAt) redirect("/book/barber-time");
+
+  const session = await auth();
+  if (!session?.user && !draft.guest) redirect("/book/details");
+  if (!draft.policyAcknowledged) redirect("/book/details");
+
+  const [services, staff, customerProfile] = await Promise.all([
+    prisma.service.findMany({ where: { id: { in: draft.serviceIds } } }),
+    draft.staffId
+      ? prisma.staffProfile.findUnique({
+          where: { id: draft.staffId },
+          include: { user: { select: { name: true } } },
+        })
+      : null,
+    session?.user?.id
+      ? prisma.customerProfile.findUnique({ where: { userId: session.user.id } })
+      : null,
+  ]);
+
+  const totalDuration = services.reduce((sum, s) => sum + s.durationMinutes, 0);
+  const totalPrice = services.reduce((sum, s) => sum + Number(s.price), 0);
+  const startAt = new Date(draft.startAt);
+  const endAt = new Date(startAt.getTime() + totalDuration * 60_000);
+
+  const customerName = draft.guest
+    ? `${draft.guest.firstName} ${draft.guest.lastName}`
+    : `${customerProfile?.firstName ?? session?.user?.name ?? ""} ${customerProfile?.lastName ?? ""}`.trim();
+  const customerEmail = draft.guest?.email ?? customerProfile?.email ?? session?.user?.email ?? "";
+  const customerPhone = draft.guest?.phone ?? customerProfile?.phone ?? "";
+
+  return (
+    <div className="pb-12">
+      <TopNav title="Review Booking" onBack={true} sticky className="bg-stone" />
+
+      <main className="mx-auto max-w-2xl space-y-4 px-6 py-6">
+        <Card className="space-y-6 p-6">
+          <div className="flex items-start justify-between">
+            <span className="text-muted text-[10px] font-bold tracking-widest uppercase">
+              Business
+            </span>
+            <Link
+              href="/home"
+              className="text-ink text-[10px] font-bold tracking-widest uppercase underline"
+            >
+              {business.name}
+            </Link>
+          </div>
+
+          <div className="border-line space-y-4 border-t pt-6">
+            <div className="flex items-center justify-between">
+              <div>
+                <span className="text-muted block text-[10px] font-bold tracking-widest uppercase">
+                  Services
+                </span>
+                <ul className="mt-1 text-sm font-bold">
+                  {services.map((s) => (
+                    <li key={s.id}>{s.name}</li>
+                  ))}
+                </ul>
+              </div>
+              <Link
+                href="/book"
+                className="text-ink text-[10px] font-bold tracking-widest uppercase underline"
+              >
+                Edit
+              </Link>
+            </div>
+
+            <div className="flex items-center justify-between">
+              <div>
+                <span className="text-muted block text-[10px] font-bold tracking-widest uppercase">
+                  Barber
+                </span>
+                <p className="text-sm font-bold">{staff?.user.name ?? "Any available barber"}</p>
+              </div>
+              <Link
+                href="/book/barber-time"
+                className="text-ink text-[10px] font-bold tracking-widest uppercase underline"
+              >
+                Edit
+              </Link>
+            </div>
+
+            <div className="flex items-center justify-between">
+              <div>
+                <span className="text-muted block text-[10px] font-bold tracking-widest uppercase">
+                  Date &amp; Time
+                </span>
+                <p className="text-sm font-bold">
+                  {startAt.toLocaleDateString("en-GB", {
+                    weekday: "short",
+                    day: "numeric",
+                    month: "short",
+                    timeZone: business.timezone,
+                  })}
+                  {" · "}
+                  {startAt.toLocaleTimeString("en-GB", {
+                    hour: "2-digit",
+                    minute: "2-digit",
+                    timeZone: business.timezone,
+                  })}
+                  {"–"}
+                  {endAt.toLocaleTimeString("en-GB", {
+                    hour: "2-digit",
+                    minute: "2-digit",
+                    timeZone: business.timezone,
+                  })}
+                </p>
+              </div>
+              <Link
+                href="/book/barber-time"
+                className="text-ink text-[10px] font-bold tracking-widest uppercase underline"
+              >
+                Edit
+              </Link>
+            </div>
+          </div>
+
+          <div className="border-line grid grid-cols-2 gap-6 border-t pt-6">
+            <div>
+              <span className="text-muted block text-[10px] font-bold tracking-widest uppercase">
+                Duration
+              </span>
+              <p className="text-sm font-bold">{totalDuration} min</p>
+            </div>
+            <div className="text-right">
+              <span className="text-muted block text-[10px] font-bold tracking-widest uppercase">
+                Total
+              </span>
+              <p className="text-sm font-bold">£{totalPrice.toFixed(2)}</p>
+            </div>
+          </div>
+
+          <div className="border-line border-t pt-6">
+            <div className="flex items-center justify-between">
+              <span className="text-muted block text-[10px] font-bold tracking-widest uppercase">
+                Your Details
+              </span>
+              <Link
+                href="/book/details"
+                className="text-ink text-[10px] font-bold tracking-widest uppercase underline"
+              >
+                Edit
+              </Link>
+            </div>
+            <p className="mt-1 text-sm font-bold">{customerName}</p>
+            <p className="text-muted text-xs">
+              {customerEmail}
+              {customerPhone ? ` · ${customerPhone}` : ""}
+            </p>
+          </div>
+
+          {draft.notes && (
+            <div className="border-line border-t pt-6">
+              <span className="text-muted block text-[10px] font-bold tracking-widest uppercase">
+                Notes
+              </span>
+              <p className="text-muted mt-1 text-sm italic">{draft.notes}</p>
+            </div>
+          )}
+        </Card>
+
+        <ConfirmBookingButton businessId={business.id} />
+      </main>
+    </div>
+  );
+}
diff --git a/src/app/dev/scheduling-test/page.tsx b/src/app/dev/scheduling-test/page.tsx
index b4856f9..6d4af5d 100644
--- a/src/app/dev/scheduling-test/page.tsx
+++ b/src/app/dev/scheduling-test/page.tsx
@@ -38,7 +38,7 @@ export default async function SchedulingTestPage() {
 
   if (!customer) {
     return (
-      <div className="p-8 text-sm text-red-500">
+      <div className="text-danger p-8 text-sm">
         No seeded customer found — run <code>npm run prisma:seed</code> first.
       </div>
     );
@@ -47,7 +47,12 @@ export default async function SchedulingTestPage() {
   return (
     <SchedulingTestClient
       business={business}
-      services={services.map((s) => ({ id: s.id, name: s.name, durationMinutes: s.durationMinutes, price: s.price.toString() }))}
+      services={services.map((s) => ({
+        id: s.id,
+        name: s.name,
+        durationMinutes: s.durationMinutes,
+        price: s.price.toString(),
+      }))}
       staff={staff.map((s) => ({ id: s.id, name: s.user.name ?? "Staff member" }))}
       customerId={customer.id}
     />
diff --git a/src/app/dev/scheduling-test/scheduling-test-client.tsx b/src/app/dev/scheduling-test/scheduling-test-client.tsx
index dc49f5b..7aac656 100644
--- a/src/app/dev/scheduling-test/scheduling-test-client.tsx
+++ b/src/app/dev/scheduling-test/scheduling-test-client.tsx
@@ -42,8 +42,19 @@ interface TimeSlot {
   staffOptions: string[];
 }
 
+/**
+ * Local calendar-date components, not `.toISOString().slice(0, 10)` — that
+ * converts to UTC first, which silently shifts the date back a day for
+ * anyone in a timezone ahead of UTC (e.g. the business's own Europe/London
+ * during BST). `date` here is always local midnight from MonthCalendar's
+ * own `new Date(year, month, day)`, so reading the local parts back out is
+ * the correct inverse.
+ */
 function toYMD(date: Date): string {
-  return date.toISOString().slice(0, 10);
+  const year = date.getFullYear();
+  const month = String(date.getMonth() + 1).padStart(2, "0");
+  const day = String(date.getDate()).padStart(2, "0");
+  return `${year}-${month}-${day}`;
 }
 
 const EMPTY_SET: Set<string> = new Set();
diff --git a/src/app/globals.css b/src/app/globals.css
index dd10886..d59bf8a 100644
--- a/src/app/globals.css
+++ b/src/app/globals.css
@@ -18,10 +18,20 @@
   --color-accent: #10b981;
   --color-accent-loyalty: #f59e0b;
 
+  /* Generic UI-state colors — destructive actions, form-validation errors,
+     and warning notices. Deliberately separate variables from the
+     status-* tokens below even though they share a hue today: an
+     appointment being CANCELLED and a form field being INVALID are
+     different concepts that a future theme may want to diverge on. */
+  --color-danger: #ef4444;
+  --color-warning: #f59e0b;
+  --color-warning-foreground: #92400e;
+
   /* Semantic status colors — replaces the ad hoc per-screen status colors
      found in the templates (see docs/implementation-plan.md §8). */
   --color-status-confirmed: #10b981;
   --color-status-pending: #f59e0b;
+  --color-status-progress: #2563eb;
   --color-status-cancelled: #ef4444;
   --color-status-completed: #6c7870;
 
@@ -44,7 +54,7 @@
      no explicit focus state beyond the browser default on form inputs
      (see docs/implementation-plan.md §8, Accessibility risks). */
   :focus-visible {
-    @apply outline-none ring-2 ring-ink ring-offset-2 ring-offset-stone;
+    @apply ring-ink ring-offset-stone ring-2 ring-offset-2 outline-none;
   }
 }
 
diff --git a/src/components/feedback/error-state.tsx b/src/components/feedback/error-state.tsx
index 1a272e2..3439f5a 100644
--- a/src/components/feedback/error-state.tsx
+++ b/src/components/feedback/error-state.tsx
@@ -15,11 +15,11 @@ export function ErrorState({
 }: ErrorStateProps) {
   return (
     <div role="alert" className="flex flex-col items-center px-6 py-16 text-center">
-      <div className="mb-5 flex h-16 w-16 items-center justify-center rounded-full bg-red-50 text-red-500">
+      <div className="bg-danger/10 text-danger mb-5 flex h-16 w-16 items-center justify-center rounded-full">
         <TriangleAlert className="h-6 w-6" aria-hidden="true" />
       </div>
       <h3 className="mb-1 text-base font-bold">{title}</h3>
-      <p className="mb-6 text-sm text-muted">{description}</p>
+      <p className="text-muted mb-6 text-sm">{description}</p>
       {onRetry && (
         <Button variant="secondary" size="md" onClick={onRetry}>
           Try again
diff --git a/src/components/navigation/bottom-nav.tsx b/src/components/navigation/bottom-nav.tsx
index 6028ce7..fe2fc26 100644
--- a/src/components/navigation/bottom-nav.tsx
+++ b/src/components/navigation/bottom-nav.tsx
@@ -58,30 +58,35 @@ export function BottomNav({ items, variant = "customer" }: BottomNavProps) {
     <nav
       aria-label="Primary"
       className={cn(
-        "fixed inset-x-0 bottom-0 z-50 flex items-center justify-between border-t px-5 py-2",
+        "fixed inset-x-0 bottom-0 z-50 border-t px-5 py-2",
         "pb-[max(0.5rem,env(safe-area-inset-bottom))]",
-        isStaff ? "border-white/5 bg-[#0c0c0c] text-gray-400" : "border-line bg-white text-muted",
+        isStaff ? "border-white/5 bg-[#0c0c0c] text-gray-400" : "border-line text-muted bg-white",
       )}
     >
-      {items.map(({ href, label, icon }) => {
-        const Icon = ICON_MAP[icon];
-        const active = pathname === href || pathname.startsWith(`${href}/`);
-        return (
-          <Link
-            key={href}
-            href={href}
-            aria-current={active ? "page" : undefined}
-            className={cn(
-              "flex flex-col items-center gap-1 rounded-lg px-3 py-1 transition-colors",
-              active ? (isStaff ? "text-white" : "text-ink") : "hover:text-ink",
-              isStaff && !active && "hover:text-white",
-            )}
-          >
-            <Icon className="h-5 w-5" aria-hidden="true" />
-            <span className="text-[10px] font-bold uppercase tracking-widest">{label}</span>
-          </Link>
-        );
-      })}
+      {/* The bar itself stays edge-to-edge (matches the booking flow's fixed
+          action bars); only the items inside are centered/width-capped so
+          they don't stretch out unreadably on a wide desktop viewport. */}
+      <div className="mx-auto flex w-full max-w-2xl items-center justify-between">
+        {items.map(({ href, label, icon }) => {
+          const Icon = ICON_MAP[icon];
+          const active = pathname === href || pathname.startsWith(`${href}/`);
+          return (
+            <Link
+              key={href}
+              href={href}
+              aria-current={active ? "page" : undefined}
+              className={cn(
+                "flex flex-col items-center gap-1 rounded-lg px-3 py-1 transition-colors",
+                active ? (isStaff ? "text-white" : "text-ink") : "hover:text-ink",
+                isStaff && !active && "hover:text-white",
+              )}
+            >
+              <Icon className="h-5 w-5" aria-hidden="true" />
+              <span className="text-[10px] font-bold tracking-widest uppercase">{label}</span>
+            </Link>
+          );
+        })}
+      </div>
     </nav>
   );
 }
diff --git a/src/components/ui/button.tsx b/src/components/ui/button.tsx
index b0831cf..3e59f56 100644
--- a/src/components/ui/button.tsx
+++ b/src/components/ui/button.tsx
@@ -20,7 +20,7 @@ export const buttonVariants = cva(
         accent: "bg-accent text-white hover:brightness-95",
         secondary: "bg-white text-ink border border-line hover:bg-stone",
         ghost: "text-ink hover:bg-stone",
-        destructive: "border border-red-200 text-red-500 hover:bg-red-50",
+        destructive: "border border-danger/30 text-danger hover:bg-danger/10",
       },
       size: {
         sm: "h-9 rounded-full px-4 text-[10px]",
@@ -37,15 +37,17 @@ export const buttonVariants = cva(
 );
 
 export interface ButtonProps
-  extends ButtonHTMLAttributes<HTMLButtonElement>,
-    VariantProps<typeof buttonVariants> {
+  extends ButtonHTMLAttributes<HTMLButtonElement>, VariantProps<typeof buttonVariants> {
   /** Render the styling onto the single child element instead of a <button> (e.g. a Next <Link>). */
   asChild?: boolean;
   isLoading?: boolean;
 }
 
 export const Button = forwardRef<HTMLButtonElement, ButtonProps>(
-  ({ className, variant, size, asChild = false, isLoading = false, children, disabled, ...props }, ref) => {
+  (
+    { className, variant, size, asChild = false, isLoading = false, children, disabled, ...props },
+    ref,
+  ) => {
     const Comp = asChild ? Slot : "button";
     return (
       <Comp
diff --git a/src/components/ui/input.tsx b/src/components/ui/input.tsx
index 7821acb..935931a 100644
--- a/src/components/ui/input.tsx
+++ b/src/components/ui/input.tsx
@@ -22,7 +22,7 @@ export const Input = forwardRef<HTMLInputElement, InputProps>(
         {label && (
           <label
             htmlFor={inputId}
-            className="mb-2 ml-1 block text-[10px] font-bold uppercase tracking-widest text-muted"
+            className="text-muted mb-2 ml-1 block text-[10px] font-bold tracking-widest uppercase"
           >
             {label}
             {required && <span aria-hidden="true"> *</span>}
@@ -30,7 +30,7 @@ export const Input = forwardRef<HTMLInputElement, InputProps>(
         )}
         <div className="relative">
           {icon && (
-            <span className="pointer-events-none absolute left-5 top-1/2 -translate-y-1/2 text-muted">
+            <span className="text-muted pointer-events-none absolute top-1/2 left-5 -translate-y-1/2">
               {icon}
             </span>
           )}
@@ -41,21 +41,21 @@ export const Input = forwardRef<HTMLInputElement, InputProps>(
             aria-invalid={!!error || undefined}
             aria-describedby={cn(hintId, errorId) || undefined}
             className={cn(
-              "w-full rounded-xl border border-line bg-white px-5 py-4 text-sm outline-none transition-all placeholder:text-muted focus:ring-2 focus:ring-ink",
+              "border-line placeholder:text-muted focus:ring-ink w-full rounded-xl border bg-white px-5 py-4 text-sm transition-all outline-none focus:ring-2",
               icon && "pl-12",
-              error && "border-red-300 focus:ring-red-400",
+              error && "border-danger/50 focus:ring-danger",
               className,
             )}
             {...props}
           />
         </div>
         {hint && !error && (
-          <p id={hintId} className="mt-1.5 ml-1 text-xs text-muted">
+          <p id={hintId} className="text-muted mt-1.5 ml-1 text-xs">
             {hint}
           </p>
         )}
         {error && (
-          <p id={errorId} role="alert" className="mt-1.5 ml-1 text-xs font-medium text-red-500">
+          <p id={errorId} role="alert" className="text-danger mt-1.5 ml-1 text-xs font-medium">
             {error}
           </p>
         )}
diff --git a/src/components/ui/select.tsx b/src/components/ui/select.tsx
index b20f5f6..01e3c1e 100644
--- a/src/components/ui/select.tsx
+++ b/src/components/ui/select.tsx
@@ -24,7 +24,7 @@ export const Select = forwardRef<HTMLSelectElement, SelectProps>(
         {label && (
           <label
             htmlFor={selectId}
-            className="mb-2 ml-1 block text-[10px] font-bold uppercase tracking-widest text-muted"
+            className="text-muted mb-2 ml-1 block text-[10px] font-bold tracking-widest uppercase"
           >
             {label}
             {required && <span aria-hidden="true"> *</span>}
@@ -38,8 +38,8 @@ export const Select = forwardRef<HTMLSelectElement, SelectProps>(
             aria-invalid={!!error || undefined}
             aria-describedby={errorId}
             className={cn(
-              "w-full appearance-none rounded-xl border border-line bg-white px-4 py-3 pr-10 text-sm font-medium outline-none transition-all focus:ring-2 focus:ring-ink",
-              error && "border-red-300 focus:ring-red-400",
+              "border-line focus:ring-ink w-full appearance-none rounded-xl border bg-white px-4 py-3 pr-10 text-sm font-medium transition-all outline-none focus:ring-2",
+              error && "border-danger/50 focus:ring-danger",
               className,
             )}
             {...props}
@@ -48,11 +48,11 @@ export const Select = forwardRef<HTMLSelectElement, SelectProps>(
           </select>
           <ChevronDown
             aria-hidden="true"
-            className="pointer-events-none absolute right-4 top-1/2 h-4 w-4 -translate-y-1/2 text-muted"
+            className="text-muted pointer-events-none absolute top-1/2 right-4 h-4 w-4 -translate-y-1/2"
           />
         </div>
         {error && (
-          <p id={errorId} role="alert" className="mt-1.5 ml-1 text-xs font-medium text-red-500">
+          <p id={errorId} role="alert" className="text-danger mt-1.5 ml-1 text-xs font-medium">
             {error}
           </p>
         )}
diff --git a/src/components/ui/status-pill.tsx b/src/components/ui/status-pill.tsx
index 58463c2..0a79a62 100644
--- a/src/components/ui/status-pill.tsx
+++ b/src/components/ui/status-pill.tsx
@@ -2,21 +2,30 @@ import type { AppointmentStatus } from "@/types/domain";
 import { cn } from "@/lib/utils/cn";
 
 const STATUS_CONFIG: Record<AppointmentStatus, { label: string; className: string }> = {
-  pending_approval: { label: "Pending Approval", className: "bg-amber-100 text-amber-700" },
-  confirmed: { label: "Confirmed", className: "bg-accent/10 text-accent" },
-  arrived: { label: "Arrived", className: "bg-accent/10 text-accent" },
-  in_progress: { label: "In Progress", className: "bg-blue-100 text-blue-700" },
+  pending_approval: {
+    label: "Pending Approval",
+    className: "bg-status-pending/10 text-status-pending",
+  },
+  confirmed: { label: "Confirmed", className: "bg-status-confirmed/10 text-status-confirmed" },
+  arrived: { label: "Arrived", className: "bg-status-confirmed/10 text-status-confirmed" },
+  in_progress: { label: "In Progress", className: "bg-status-progress/10 text-status-progress" },
   completed: { label: "Completed", className: "bg-stone text-muted" },
-  cancelled: { label: "Cancelled", className: "bg-red-50 text-red-500" },
-  no_show: { label: "No-show", className: "bg-red-50 text-red-500" },
+  cancelled: { label: "Cancelled", className: "bg-status-cancelled/10 text-status-cancelled" },
+  no_show: { label: "No-show", className: "bg-status-cancelled/10 text-status-cancelled" },
 };
 
-export function StatusPill({ status, className }: { status: AppointmentStatus; className?: string }) {
+export function StatusPill({
+  status,
+  className,
+}: {
+  status: AppointmentStatus;
+  className?: string;
+}) {
   const config = STATUS_CONFIG[status];
   return (
     <span
       className={cn(
-        "inline-block rounded-full px-3 py-1 text-[10px] font-bold uppercase tracking-widest",
+        "inline-block rounded-full px-3 py-1 text-[10px] font-bold tracking-widest uppercase",
         config.className,
         className,
       )}
diff --git a/src/components/ui/textarea.tsx b/src/components/ui/textarea.tsx
index 9905d48..8836a7a 100644
--- a/src/components/ui/textarea.tsx
+++ b/src/components/ui/textarea.tsx
@@ -20,7 +20,7 @@ export const Textarea = forwardRef<HTMLTextAreaElement, TextareaProps>(
         {label && (
           <label
             htmlFor={textareaId}
-            className="mb-2 ml-1 block text-[10px] font-bold uppercase tracking-widest text-muted"
+            className="text-muted mb-2 ml-1 block text-[10px] font-bold tracking-widest uppercase"
           >
             {label}
             {required && <span aria-hidden="true"> *</span>}
@@ -34,19 +34,19 @@ export const Textarea = forwardRef<HTMLTextAreaElement, TextareaProps>(
           aria-invalid={!!error || undefined}
           aria-describedby={cn(hintId, errorId) || undefined}
           className={cn(
-            "w-full resize-none rounded-xl border border-line bg-white p-4 text-sm outline-none transition-all placeholder:text-muted focus:ring-2 focus:ring-ink",
-            error && "border-red-300 focus:ring-red-400",
+            "border-line placeholder:text-muted focus:ring-ink w-full resize-none rounded-xl border bg-white p-4 text-sm transition-all outline-none focus:ring-2",
+            error && "border-danger/50 focus:ring-danger",
             className,
           )}
           {...props}
         />
         {hint && !error && (
-          <p id={hintId} className="mt-1.5 ml-1 text-xs text-muted">
+          <p id={hintId} className="text-muted mt-1.5 ml-1 text-xs">
             {hint}
           </p>
         )}
         {error && (
-          <p id={errorId} role="alert" className="mt-1.5 ml-1 text-xs font-medium text-red-500">
+          <p id={errorId} role="alert" className="text-danger mt-1.5 ml-1 text-xs font-medium">
             {error}
           </p>
         )}
diff --git a/src/features/auth/components/register-form.tsx b/src/features/auth/components/register-form.tsx
index 47b6682..253003b 100644
--- a/src/features/auth/components/register-form.tsx
+++ b/src/features/auth/components/register-form.tsx
@@ -45,8 +45,18 @@ export function RegisterForm() {
   return (
     <form onSubmit={handleSubmit(onSubmit)} noValidate className="space-y-4">
       <div className="grid grid-cols-2 gap-4">
-        <Input label="First Name" placeholder="Alex" error={errors.firstName?.message} {...register("firstName")} />
-        <Input label="Last Name" placeholder="Chen" error={errors.lastName?.message} {...register("lastName")} />
+        <Input
+          label="First Name"
+          placeholder="Alex"
+          error={errors.firstName?.message}
+          {...register("firstName")}
+        />
+        <Input
+          label="Last Name"
+          placeholder="Chen"
+          error={errors.lastName?.message}
+          {...register("lastName")}
+        />
       </div>
       <Input
         label="Email Address"
@@ -78,23 +88,30 @@ export function RegisterForm() {
       />
 
       {formError && (
-        <p role="alert" className="text-sm font-medium text-red-500">
+        <p role="alert" className="text-danger text-sm font-medium">
           {formError}
         </p>
       )}
 
-      <p className="px-1 text-[10px] leading-relaxed text-muted">
-        By creating an account, you agree to our <a href="#" className="underline">Terms of Service</a> and{" "}
-        <a href="#" className="underline">Privacy Policy</a>.
+      <p className="text-muted px-1 text-[10px] leading-relaxed">
+        By creating an account, you agree to our{" "}
+        <a href="#" className="underline">
+          Terms of Service
+        </a>{" "}
+        and{" "}
+        <a href="#" className="underline">
+          Privacy Policy
+        </a>
+        .
       </p>
 
       <Button type="submit" className="mt-4 w-full" isLoading={isSubmitting}>
         Sign Up
       </Button>
 
-      <p className="mt-10 text-center text-sm text-muted">
+      <p className="text-muted mt-10 text-center text-sm">
         Already have an account?{" "}
-        <Link href="/sign-in" className="border-b border-ink font-bold text-ink">
+        <Link href="/sign-in" className="border-ink text-ink border-b font-bold">
           Log in
         </Link>
       </p>
diff --git a/src/features/auth/components/sign-in-form.tsx b/src/features/auth/components/sign-in-form.tsx
index b3fcaff..5388896 100644
--- a/src/features/auth/components/sign-in-form.tsx
+++ b/src/features/auth/components/sign-in-form.tsx
@@ -60,7 +60,7 @@ export function SignInForm() {
             when that lands; no dead link to it here in the meantime. */}
 
         {formError && (
-          <p role="alert" className="text-sm font-medium text-red-500">
+          <p role="alert" className="text-danger text-sm font-medium">
             {formError}
           </p>
         )}
@@ -73,25 +73,25 @@ export function SignInForm() {
       <div className="mt-10">
         <div className="relative mb-8 flex items-center justify-center">
           <div className="absolute inset-0 flex items-center">
-            <div className="w-full border-t border-line" />
+            <div className="border-line w-full border-t" />
           </div>
-          <span className="relative bg-stone px-4 text-[10px] font-bold uppercase tracking-widest text-muted">
+          <span className="bg-stone text-muted relative px-4 text-[10px] font-bold tracking-widest uppercase">
             Or continue with
           </span>
         </div>
         <Button
           type="button"
           variant="secondary"
-          className="w-full normal-case tracking-normal"
+          className="w-full tracking-normal normal-case"
           onClick={() => signIn("google", { callbackUrl })}
         >
           Continue with Google
         </Button>
       </div>
 
-      <p className="mt-10 text-center text-sm text-muted">
+      <p className="text-muted mt-10 text-center text-sm">
         Don&apos;t have an account?{" "}
-        <Link href="/register" className="border-b-2 border-ink font-bold text-ink">
+        <Link href="/register" className="border-ink text-ink border-b-2 font-bold">
           Create one
         </Link>
       </p>
diff --git a/src/features/auth/components/sign-out-button.tsx b/src/features/auth/components/sign-out-button.tsx
index d5ac995..feff1c5 100644
--- a/src/features/auth/components/sign-out-button.tsx
+++ b/src/features/auth/components/sign-out-button.tsx
@@ -8,7 +8,7 @@ export function SignOutButton() {
   return (
     <Button
       variant="secondary"
-      className="w-full text-red-500 hover:bg-red-50"
+      className="text-danger hover:bg-danger/10 w-full"
       onClick={() => signOut({ callbackUrl: "/" })}
     >
       <LogOut className="h-4 w-4" aria-hidden="true" />
diff --git a/src/features/booking/__tests__/authorization.test.ts b/src/features/booking/__tests__/authorization.test.ts
new file mode 100644
index 0000000..a2ba8c2
--- /dev/null
+++ b/src/features/booking/__tests__/authorization.test.ts
@@ -0,0 +1,35 @@
+import { describe, expect, it } from "vitest";
+import { PermissionDeniedError, assertCanAccessAppointment, canAccessAppointment } from "../authorization";
+
+describe("assertCanAccessAppointment", () => {
+  it("allows a registered customer to access their own appointment", () => {
+    expect(() =>
+      assertCanAccessAppointment({ customer: { userId: "user_1" } }, "user_1"),
+    ).not.toThrow();
+  });
+
+  it("denies a different signed-in user from accessing a registered customer's appointment", () => {
+    expect(() => assertCanAccessAppointment({ customer: { userId: "user_1" } }, "user_2")).toThrow(
+      PermissionDeniedError,
+    );
+  });
+
+  it("denies an unauthenticated caller from accessing a registered customer's appointment", () => {
+    expect(() => assertCanAccessAppointment({ customer: { userId: "user_1" } }, undefined)).toThrow(
+      PermissionDeniedError,
+    );
+  });
+
+  it("allows access to a guest appointment (no linked user) regardless of session — the documented guest access model", () => {
+    expect(() => assertCanAccessAppointment({ customer: { userId: null } }, undefined)).not.toThrow();
+    expect(() => assertCanAccessAppointment({ customer: { userId: null } }, "some_other_user")).not.toThrow();
+  });
+});
+
+describe("canAccessAppointment", () => {
+  it("mirrors assertCanAccessAppointment as a boolean", () => {
+    expect(canAccessAppointment({ customer: { userId: "user_1" } }, "user_1")).toBe(true);
+    expect(canAccessAppointment({ customer: { userId: "user_1" } }, "user_2")).toBe(false);
+    expect(canAccessAppointment({ customer: { userId: null } }, undefined)).toBe(true);
+  });
+});
diff --git a/src/features/booking/__tests__/customer-booking.integration.test.ts b/src/features/booking/__tests__/customer-booking.integration.test.ts
new file mode 100644
index 0000000..ed6c4e0
--- /dev/null
+++ b/src/features/booking/__tests__/customer-booking.integration.test.ts
@@ -0,0 +1,422 @@
+import { afterEach, beforeEach, describe, expect, it } from "vitest";
+import { Weekday } from "@/generated/prisma/enums";
+import { addDays, todayIn, wallClockToInstant, weekdayOf } from "@/lib/time/business-time";
+import type { CalendarDate } from "@/lib/time/business-time";
+import { cancelBooking, createBooking, rescheduleBooking } from "@/services/scheduling/booking.service";
+import { listAppointments } from "@/services/scheduling/appointment.service";
+import {
+  cleanupTestBusiness,
+  createTestBusiness,
+  createTestCustomer,
+  createTestGuestCustomer,
+  createTestStaff,
+  prisma,
+} from "@/services/scheduling/__tests__/fixtures";
+import type { TestBusiness } from "@/services/scheduling/__tests__/fixtures";
+import { resolveCustomerForBooking } from "@/services/customer/customer.service";
+import { assertCanAccessAppointment, canAccessAppointment, PermissionDeniedError } from "@/features/booking/authorization";
+import { getFirstFriendlyMessage } from "@/features/booking/error-messages";
+
+/**
+ * Covers the customer-facing booking journeys added in Phase 4 — guest
+ * identity resolution, ownership enforcement, and the "book again"
+ * repricing rule — against a real database. Deliberately exercises the
+ * domain services directly (CustomerService, BookingService,
+ * AppointmentService, authorization.ts), the same layer Phase 3's suite
+ * tests: the Server Actions above them are thin orchestration (collect
+ * input, call these, map errors), verified instead by the Playwright
+ * journeys.
+ */
+
+function nextWeekday(timezone: string, target: Weekday, minDaysAhead = 7): CalendarDate {
+  let date = addDays(todayIn(timezone), minDaysAhead);
+  for (let i = 0; i < 8; i++) {
+    if (weekdayOf(date) === target) return date;
+    date = addDays(date, 1);
+  }
+  throw new Error("unreachable");
+}
+
+describe("customer booking flows (integration)", () => {
+  let business: TestBusiness;
+  let monday: CalendarDate;
+  let guestProfileIds: string[];
+
+  beforeEach(async () => {
+    business = await createTestBusiness();
+    monday = nextWeekday(business.timezone, Weekday.MONDAY);
+    guestProfileIds = [];
+  });
+
+  afterEach(async () => {
+    if (guestProfileIds.length > 0) {
+      await prisma.customerProfile.deleteMany({ where: { id: { in: guestProfileIds } } }).catch(() => {});
+    }
+    await cleanupTestBusiness(business);
+  });
+
+  describe("guest booking", () => {
+    it("creates a new guest CustomerProfile and books under it", async () => {
+      const { staffId } = await createTestStaff(business);
+      const guest = { firstName: "Jordan", lastName: "Blake", email: "Jordan.Blake@Example.com", phone: "+44 7700 900111" };
+
+      const resolved = await resolveCustomerForBooking(prisma, { businessId: business.businessId, guest });
+      guestProfileIds.push(resolved.customerId);
+      expect(resolved.isNewProfile).toBe(true);
+
+      const result = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId: resolved.customerId,
+        staffId,
+        serviceIds: [business.haircutServiceId],
+        startAt: wallClockToInstant(monday, 10 * 60, business.timezone),
+      });
+
+      expect(result.success).toBe(true);
+      if (!result.success) return;
+      expect(result.appointment.customer.isGuest).toBe(true);
+      expect(result.appointment.customer.userId).toBeNull();
+      // Stored lowercased even though the caller typed mixed case.
+      expect(result.appointment.customer.email).toBe("jordan.blake@example.com");
+    });
+
+    it("reuses an existing guest profile when email and phone both match, without overwriting its stored name", async () => {
+      const existing = await createTestGuestCustomer({ email: "sam.reed@example.com", phone: "+44 7700 900222" });
+      guestProfileIds.push(existing.customerId);
+
+      const resolved = await resolveCustomerForBooking(prisma, {
+        businessId: business.businessId,
+        // Different casing on the email, but same identifiers — should still match.
+        guest: { firstName: "Samuel", lastName: "Reed", email: "SAM.REED@example.com", phone: existing.phone },
+      });
+
+      expect(resolved.isNewProfile).toBe(false);
+      expect(resolved.customerId).toBe(existing.customerId);
+
+      const profile = await prisma.customerProfile.findUniqueOrThrow({ where: { id: existing.customerId } });
+      expect(profile.firstName).toBe("Guest"); // unchanged — reuse never overwrites on match
+    });
+
+    it("never merges two guests who share only one identifier — creates a separate profile instead", async () => {
+      const existing = await createTestGuestCustomer({ email: "shared.inbox@example.com", phone: "+44 7700 900333" });
+      guestProfileIds.push(existing.customerId);
+
+      // Same email (shared household inbox), different phone — must not be treated as the same person.
+      const resolved = await resolveCustomerForBooking(prisma, {
+        businessId: business.businessId,
+        guest: { firstName: "Different", lastName: "Person", email: existing.email, phone: "+44 7700 900444" },
+      });
+      guestProfileIds.push(resolved.customerId);
+
+      expect(resolved.isNewProfile).toBe(true);
+      expect(resolved.customerId).not.toBe(existing.customerId);
+    });
+  });
+
+  describe("authenticated booking", () => {
+    it("books under the caller's own profile and is idempotent across repeated calls", async () => {
+      const { staffId } = await createTestStaff(business);
+      const { customerId, userId } = await createTestCustomer(business);
+
+      const resolvedAgain = await resolveCustomerForBooking(prisma, { businessId: business.businessId, userId });
+      expect(resolvedAgain.isNewProfile).toBe(false);
+      expect(resolvedAgain.customerId).toBe(customerId);
+
+      const result = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId,
+        staffId,
+        serviceIds: [business.haircutServiceId],
+        startAt: wallClockToInstant(monday, 10 * 60, business.timezone),
+      });
+      expect(result.success).toBe(true);
+      if (!result.success) return;
+      expect(result.appointment.customer.userId).toBe(userId);
+    });
+  });
+
+  describe("multi-service, specific-barber booking", () => {
+    it("books both selected services with one specific barber", async () => {
+      const { staffId } = await createTestStaff(business);
+      const { customerId } = await createTestCustomer(business);
+
+      const result = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId,
+        staffId,
+        serviceIds: [business.haircutServiceId, business.beardTrimServiceId],
+        startAt: wallClockToInstant(monday, 10 * 60, business.timezone),
+      });
+
+      expect(result.success).toBe(true);
+      if (!result.success) return;
+      expect(result.appointment.staffId).toBe(staffId);
+      expect(result.appointment.services.map((s) => s.serviceId).sort()).toEqual(
+        [business.haircutServiceId, business.beardTrimServiceId].sort(),
+      );
+    });
+  });
+
+  describe("any-barber booking", () => {
+    it("auto-assigns whichever eligible barber is less busy that day", async () => {
+      const { staffId: busyStaffId } = await createTestStaff(business);
+      const { staffId: freeStaffId } = await createTestStaff(business);
+      const { customerId } = await createTestCustomer(business);
+
+      // Give the first barber an existing appointment that day so the second is strictly less busy.
+      const existing = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId,
+        staffId: busyStaffId,
+        serviceIds: [business.haircutServiceId],
+        startAt: wallClockToInstant(monday, 9 * 60, business.timezone),
+      });
+      expect(existing.success).toBe(true);
+
+      const anyBarber = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId,
+        // staffId omitted — "any available barber"
+        serviceIds: [business.haircutServiceId],
+        startAt: wallClockToInstant(monday, 11 * 60, business.timezone),
+      });
+
+      expect(anyBarber.success).toBe(true);
+      if (!anyBarber.success) return;
+      expect(anyBarber.appointment.staffId).toBe(freeStaffId);
+    });
+  });
+
+  describe("slot becomes unavailable before confirmation", () => {
+    it("rejects the second confirmation with a customer-friendly message once someone else has taken the slot", async () => {
+      const { staffId } = await createTestStaff(business);
+      const { customerId: customerAId } = await createTestCustomer(business);
+      const { customerId: customerBId } = await createTestCustomer(business);
+      const startAt = wallClockToInstant(monday, 10 * 60, business.timezone);
+
+      // Customer B confirms first, while customer A's draft still points at the same slot.
+      const first = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId: customerBId,
+        staffId,
+        serviceIds: [business.haircutServiceId],
+        startAt,
+      });
+      expect(first.success).toBe(true);
+
+      const second = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId: customerAId,
+        staffId,
+        serviceIds: [business.haircutServiceId],
+        startAt,
+      });
+
+      expect(second.success).toBe(false);
+      if (second.success) return;
+      expect(getFirstFriendlyMessage(second.validation)).toBe(
+        "That time was just booked by someone else — please choose another.",
+      );
+    });
+  });
+
+  describe("customer appointment retrieval", () => {
+    it("only returns the requesting customer's own appointments, filtered by status", async () => {
+      const { staffId } = await createTestStaff(business);
+      const { customerId: ownCustomerId } = await createTestCustomer(business);
+      const { customerId: otherCustomerId } = await createTestCustomer(business);
+
+      const confirmed = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId: ownCustomerId,
+        staffId,
+        serviceIds: [business.haircutServiceId],
+        startAt: wallClockToInstant(monday, 9 * 60, business.timezone),
+      });
+      expect(confirmed.success).toBe(true);
+
+      const othersAppointment = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId: otherCustomerId,
+        staffId,
+        serviceIds: [business.haircutServiceId],
+        startAt: wallClockToInstant(monday, 11 * 60, business.timezone),
+      });
+      expect(othersAppointment.success).toBe(true);
+
+      const upcoming = await listAppointments(prisma, {
+        customerId: ownCustomerId,
+        statuses: ["PENDING", "CONFIRMED"],
+      });
+      expect(upcoming).toHaveLength(1);
+      expect(upcoming[0]!.customerId).toBe(ownCustomerId);
+
+      const cancelledList = await listAppointments(prisma, { customerId: ownCustomerId, statuses: ["CANCELLED"] });
+      expect(cancelledList).toHaveLength(0);
+    });
+  });
+
+  describe("cancellation", () => {
+    it("a guest can cancel their own booking without a cancelledByUserId", async () => {
+      const { staffId } = await createTestStaff(business);
+      const guest = await createTestGuestCustomer();
+      guestProfileIds.push(guest.customerId);
+
+      const created = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId: guest.customerId,
+        staffId,
+        serviceIds: [business.haircutServiceId],
+        startAt: wallClockToInstant(monday, 10 * 60, business.timezone),
+      });
+      if (!created.success) throw new Error("setup failed");
+
+      const result = await cancelBooking(prisma, { appointmentId: created.appointment.id, reason: "Can't make it" });
+
+      expect(result.success).toBe(true);
+      expect(result.appointment?.status).toBe("CANCELLED");
+      expect(result.appointment?.cancelledByUserId).toBeNull();
+      expect(result.appointment?.cancellationReason).toBe("Can't make it");
+    });
+  });
+
+  describe("rescheduling", () => {
+    it("supports moving to a different barber, not just a different time", async () => {
+      const { staffId: originalStaffId } = await createTestStaff(business);
+      const { staffId: newStaffId } = await createTestStaff(business);
+      const { customerId } = await createTestCustomer(business);
+
+      const created = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId,
+        staffId: originalStaffId,
+        serviceIds: [business.haircutServiceId],
+        startAt: wallClockToInstant(monday, 10 * 60, business.timezone),
+      });
+      if (!created.success) throw new Error("setup failed");
+
+      const rescheduled = await rescheduleBooking(prisma, {
+        appointmentId: created.appointment.id,
+        staffId: newStaffId,
+        startAt: wallClockToInstant(monday, 14 * 60, business.timezone),
+      });
+
+      expect(rescheduled.success).toBe(true);
+      if (!rescheduled.success) return;
+      expect(rescheduled.appointment.staffId).toBe(newStaffId);
+    });
+  });
+
+  describe("book again", () => {
+    it("reprices at the current service price, never the old completed appointment's snapshot", async () => {
+      const { staffId } = await createTestStaff(business);
+      const { customerId } = await createTestCustomer(business);
+
+      const original = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId,
+        staffId,
+        serviceIds: [business.haircutServiceId], // £20 at the time of fixtures.ts
+        startAt: wallClockToInstant(monday, 9 * 60, business.timezone),
+      });
+      if (!original.success) throw new Error("setup failed");
+      await prisma.appointment.update({ where: { id: original.appointment.id }, data: { status: "COMPLETED" } });
+      expect(Number(original.appointment.services[0]!.priceAtBooking)).toBe(20);
+
+      // Price goes up before the customer books again.
+      await prisma.service.update({ where: { id: business.haircutServiceId }, data: { price: 35 } });
+
+      const tuesday = addDays(monday, 1);
+      const rebooked = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId,
+        staffId,
+        serviceIds: [business.haircutServiceId],
+        startAt: wallClockToInstant(tuesday, 9 * 60, business.timezone),
+      });
+
+      expect(rebooked.success).toBe(true);
+      if (!rebooked.success) return;
+      // The new booking snapshots today's price, not the £20 from the completed appointment.
+      expect(Number(rebooked.appointment.services[0]!.priceAtBooking)).toBe(35);
+    });
+  });
+
+  describe("ownership enforcement", () => {
+    it("a registered customer's appointment is only accessible to that exact session user", async () => {
+      const { staffId } = await createTestStaff(business);
+      const { customerId, userId: ownerUserId } = await createTestCustomer(business);
+      const { userId: strangerUserId } = await createTestCustomer(business);
+
+      const created = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId,
+        staffId,
+        serviceIds: [business.haircutServiceId],
+        startAt: wallClockToInstant(monday, 10 * 60, business.timezone),
+      });
+      if (!created.success) throw new Error("setup failed");
+
+      expect(() => assertCanAccessAppointment(created.appointment, ownerUserId)).not.toThrow();
+      expect(() => assertCanAccessAppointment(created.appointment, strangerUserId)).toThrow(PermissionDeniedError);
+      expect(() => assertCanAccessAppointment(created.appointment, undefined)).toThrow(PermissionDeniedError);
+      expect(canAccessAppointment(created.appointment, strangerUserId)).toBe(false);
+    });
+
+    it("does not treat the appointment id alone as permission — an unrelated session cannot claim it", async () => {
+      const { staffId } = await createTestStaff(business);
+      const { customerId, userId: ownerUserId } = await createTestCustomer(business);
+
+      const created = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId,
+        staffId,
+        serviceIds: [business.haircutServiceId],
+        startAt: wallClockToInstant(monday, 10 * 60, business.timezone),
+      });
+      if (!created.success) throw new Error("setup failed");
+
+      expect(created.appointment.customer.userId).toBe(ownerUserId);
+      const randomOtherId = "some-other-user-id-that-is-not-the-owner";
+      expect(canAccessAppointment(created.appointment, randomOtherId)).toBe(false);
+    });
+  });
+
+  describe("guest data isolation", () => {
+    it("keeps two guests' profiles and appointments completely separate", async () => {
+      const { staffId } = await createTestStaff(business);
+      const guestA = await createTestGuestCustomer();
+      const guestB = await createTestGuestCustomer();
+      guestProfileIds.push(guestA.customerId, guestB.customerId);
+
+      const apptA = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId: guestA.customerId,
+        staffId,
+        serviceIds: [business.haircutServiceId],
+        startAt: wallClockToInstant(monday, 9 * 60, business.timezone),
+      });
+      const apptB = await createBooking(prisma, {
+        businessId: business.businessId,
+        customerId: guestB.customerId,
+        staffId,
+        serviceIds: [business.haircutServiceId],
+        startAt: wallClockToInstant(monday, 11 * 60, business.timezone),
+      });
+      expect(apptA.success).toBe(true);
+      expect(apptB.success).toBe(true);
+
+      const guestAAppointments = await listAppointments(prisma, { customerId: guestA.customerId });
+      expect(guestAAppointments).toHaveLength(1);
+      expect(guestAAppointments[0]!.customerId).toBe(guestA.customerId);
+
+      // Resolving guest A's own details again must never return guest B's profile.
+      const resolvedA = await resolveCustomerForBooking(prisma, {
+        businessId: business.businessId,
+        guest: { firstName: "Guest", lastName: "Customer", email: guestA.email, phone: guestA.phone },
+      });
+      expect(resolvedA.customerId).toBe(guestA.customerId);
+      expect(resolvedA.customerId).not.toBe(guestB.customerId);
+    });
+  });
+});
diff --git a/src/features/booking/__tests__/error-messages.test.ts b/src/features/booking/__tests__/error-messages.test.ts
new file mode 100644
index 0000000..e8fe6f7
--- /dev/null
+++ b/src/features/booking/__tests__/error-messages.test.ts
@@ -0,0 +1,58 @@
+import { describe, expect, it } from "vitest";
+import { BOOKING_VALIDATION_ERROR_CODES } from "@/services/scheduling/types";
+import { getFirstFriendlyMessage, getFriendlyMessage, getFriendlyValidationMessages } from "../error-messages";
+
+describe("getFriendlyMessage", () => {
+  it("has a specific, non-empty message for every code the domain layer can produce", () => {
+    for (const code of BOOKING_VALIDATION_ERROR_CODES) {
+      const message = getFriendlyMessage(code);
+      expect(message.length).toBeGreaterThan(0);
+    }
+  });
+
+  it("never leaks the raw code into the message", () => {
+    for (const code of BOOKING_VALIDATION_ERROR_CODES) {
+      expect(getFriendlyMessage(code)).not.toContain(code);
+    }
+  });
+
+  it("gives SLOT_UNAVAILABLE a message that doesn't sound like an internal error", () => {
+    expect(getFriendlyMessage("SLOT_UNAVAILABLE").toLowerCase()).toContain("booked");
+  });
+});
+
+describe("getFriendlyValidationMessages", () => {
+  it("maps every issue in a validation result", () => {
+    const messages = getFriendlyValidationMessages({
+      valid: false,
+      issues: [
+        { code: "STAFF_ON_BREAK", message: "internal" },
+        { code: "BELOW_MIN_NOTICE", message: "internal" },
+      ],
+    });
+    expect(messages).toHaveLength(2);
+    expect(messages[0]).toBe(getFriendlyMessage("STAFF_ON_BREAK"));
+    expect(messages[1]).toBe(getFriendlyMessage("BELOW_MIN_NOTICE"));
+  });
+
+  it("returns an empty array for a valid result", () => {
+    expect(getFriendlyValidationMessages({ valid: true, issues: [] })).toEqual([]);
+  });
+});
+
+describe("getFirstFriendlyMessage", () => {
+  it("returns the first issue's friendly message", () => {
+    const message = getFirstFriendlyMessage({
+      valid: false,
+      issues: [
+        { code: "BUSINESS_CLOSED", message: "internal" },
+        { code: "STAFF_ON_LEAVE", message: "internal" },
+      ],
+    });
+    expect(message).toBe(getFriendlyMessage("BUSINESS_CLOSED"));
+  });
+
+  it("falls back gracefully when there are no issues", () => {
+    expect(getFirstFriendlyMessage({ valid: true, issues: [] })).toMatch(/went wrong/i);
+  });
+});
diff --git a/src/features/booking/actions/confirm.ts b/src/features/booking/actions/confirm.ts
new file mode 100644
index 0000000..b96aee7
--- /dev/null
+++ b/src/features/booking/actions/confirm.ts
@@ -0,0 +1,68 @@
+"use server";
+
+import { redirect } from "next/navigation";
+import { auth } from "@/auth";
+import { clearDraft, readDraft, writeLastBookingReference } from "@/lib/booking-draft/cookie";
+import { prisma } from "@/lib/db/prisma";
+import { resolveCustomerForBooking } from "@/services/customer/customer.service";
+import { createBooking } from "@/services/scheduling/booking.service";
+import { getFirstFriendlyMessage } from "../error-messages";
+
+export interface ConfirmBookingResult {
+  success: boolean;
+  error?: string;
+}
+
+/**
+ * The only action that actually creates an appointment. Resolves *which*
+ * customer this is via CustomerService (never trusts a client-supplied
+ * customerId — see docs/phase-4-summary.md, "Security"), then hands off
+ * entirely to BookingService.createBooking, which re-validates the slot
+ * inside a transaction before committing — this action does not decide
+ * whether the slot is actually available.
+ */
+export async function confirmBookingAction(businessId: string): Promise<ConfirmBookingResult> {
+  const draft = await readDraft(businessId);
+
+  if (draft.serviceIds.length === 0 || !draft.startAt) {
+    return { success: false, error: "Your booking details are incomplete — please start again." };
+  }
+  if (!draft.policyAcknowledged) {
+    return { success: false, error: "Please acknowledge the cancellation policy to continue." };
+  }
+
+  const session = await auth();
+
+  let customerId: string;
+  try {
+    if (session?.user?.id) {
+      const resolved = await resolveCustomerForBooking(prisma, { businessId, userId: session.user.id });
+      customerId = resolved.customerId;
+    } else {
+      if (!draft.guest) {
+        return { success: false, error: "Please provide your contact details first." };
+      }
+      const resolved = await resolveCustomerForBooking(prisma, { businessId, guest: draft.guest });
+      customerId = resolved.customerId;
+    }
+  } catch {
+    return { success: false, error: "We couldn't confirm your details. Please try again." };
+  }
+
+  const result = await createBooking(prisma, {
+    businessId,
+    customerId,
+    serviceIds: draft.serviceIds,
+    staffId: draft.staffId,
+    startAt: new Date(draft.startAt),
+    notes: draft.notes,
+  });
+
+  if (!result.success) {
+    return { success: false, error: getFirstFriendlyMessage(result.validation) };
+  }
+
+  await writeLastBookingReference(result.appointment.id);
+  await clearDraft();
+  redirect("/book/confirmation");
+}
diff --git a/src/features/booking/actions/customer-appointments.ts b/src/features/booking/actions/customer-appointments.ts
new file mode 100644
index 0000000..4e036a3
--- /dev/null
+++ b/src/features/booking/actions/customer-appointments.ts
@@ -0,0 +1,87 @@
+"use server";
+
+import { revalidatePath } from "next/cache";
+import { auth } from "@/auth";
+import { prisma } from "@/lib/db/prisma";
+import { getAppointmentById } from "@/services/scheduling/appointment.service";
+import { cancelBooking, rescheduleBooking } from "@/services/scheduling/booking.service";
+import { assertCanAccessAppointment, PermissionDeniedError } from "../authorization";
+import { getFirstFriendlyMessage } from "../error-messages";
+import { customerCancelSchema, customerRescheduleSchema } from "../schemas";
+
+/**
+ * Every mutation here re-checks ownership against the current session
+ * before touching anything — never trusts that "the client only shows
+ * this button for your own appointments" is actually true, since the
+ * action can be called directly regardless of what the UI renders.
+ */
+
+export interface CustomerAppointmentActionResult {
+  success: boolean;
+  error?: string;
+  wasLateCancellation?: boolean;
+}
+
+export async function cancelCustomerAppointmentAction(input: unknown): Promise<CustomerAppointmentActionResult> {
+  const parsed = customerCancelSchema.safeParse(input);
+  if (!parsed.success) return { success: false, error: "Please try again." };
+
+  const appointment = await getAppointmentById(prisma, parsed.data.appointmentId);
+  if (!appointment) return { success: false, error: "We couldn't find that appointment." };
+
+  const session = await auth();
+  try {
+    assertCanAccessAppointment(appointment, session?.user?.id);
+  } catch (error) {
+    if (error instanceof PermissionDeniedError) return { success: false, error: error.message };
+    throw error;
+  }
+
+  const result = await cancelBooking(prisma, {
+    appointmentId: parsed.data.appointmentId,
+    cancelledByUserId: session?.user?.id,
+    reason: parsed.data.reason,
+  });
+
+  if (!result.success) {
+    return { success: false, error: getFirstFriendlyMessage(result.validation) };
+  }
+
+  // Deliberately not revalidating here (unlike reschedule) — every affected
+  // page is already `dynamic = "force-dynamic"`, so revalidatePath buys no
+  // extra freshness, and doing it immediately would drop the cancelled
+  // appointment out of the Upcoming list mid-render, unmounting this very
+  // dialog before the customer can read the late-cancellation notice or
+  // click "Done". The dialog's own onClose already calls router.refresh().
+  return { success: true, wasLateCancellation: result.wasLateCancellation };
+}
+
+export async function rescheduleCustomerAppointmentAction(input: unknown): Promise<CustomerAppointmentActionResult> {
+  const parsed = customerRescheduleSchema.safeParse(input);
+  if (!parsed.success) return { success: false, error: "Please choose a valid time." };
+
+  const appointment = await getAppointmentById(prisma, parsed.data.appointmentId);
+  if (!appointment) return { success: false, error: "We couldn't find that appointment." };
+
+  const session = await auth();
+  try {
+    assertCanAccessAppointment(appointment, session?.user?.id);
+  } catch (error) {
+    if (error instanceof PermissionDeniedError) return { success: false, error: error.message };
+    throw error;
+  }
+
+  const result = await rescheduleBooking(prisma, {
+    appointmentId: parsed.data.appointmentId,
+    staffId: parsed.data.staffId,
+    startAt: new Date(parsed.data.startAt),
+  });
+
+  if (!result.success) {
+    return { success: false, error: getFirstFriendlyMessage(result.validation) };
+  }
+
+  revalidatePath("/appointments");
+  revalidatePath(`/appointments/${parsed.data.appointmentId}`);
+  return { success: true };
+}
diff --git a/src/features/booking/actions/draft.ts b/src/features/booking/actions/draft.ts
new file mode 100644
index 0000000..6eb4443
--- /dev/null
+++ b/src/features/booking/actions/draft.ts
@@ -0,0 +1,169 @@
+"use server";
+
+import { redirect } from "next/navigation";
+import { auth } from "@/auth";
+import { clearDraft, readDraft, writeDraft } from "@/lib/booking-draft/cookie";
+import { guestDetailsSchema } from "@/lib/booking-draft/schema";
+import { prisma } from "@/lib/db/prisma";
+import { getAppointmentById } from "@/services/scheduling/appointment.service";
+import { validateBookingSlot } from "@/services/scheduling/availability.service";
+import { assertCanAccessAppointment, PermissionDeniedError } from "../authorization";
+import { getFirstFriendlyMessage } from "../error-messages";
+import { saveBarberTimeStepSchema, saveDetailsStepSchema, saveServicesStepSchema, startRebookSchema } from "../schemas";
+
+/**
+ * Step-by-step booking draft actions. Each one: parses input, calls a
+ * domain service where a real check is needed (never re-implements one),
+ * persists the relevant slice of the draft, and redirects to the next
+ * step. See src/lib/booking-draft for the storage mechanism.
+ */
+
+export interface StepActionResult {
+  success: boolean;
+  error?: string;
+  fieldErrors?: Record<string, string[] | undefined>;
+}
+
+export async function saveServicesStepAction(input: unknown): Promise<StepActionResult> {
+  const parsed = saveServicesStepSchema.safeParse(input);
+  if (!parsed.success) {
+    return { success: false, error: "Please select at least one service.", fieldErrors: parsed.error.flatten().fieldErrors };
+  }
+
+  const draft = await readDraft(parsed.data.businessId);
+  const previousServiceIds = [...draft.serviceIds].sort().join(",");
+  const nextServiceIds = [...parsed.data.serviceIds].sort().join(",");
+  const servicesChanged = previousServiceIds !== nextServiceIds;
+
+  await writeDraft({
+    ...draft,
+    businessId: parsed.data.businessId,
+    serviceIds: parsed.data.serviceIds,
+    // Changing the service selection can invalidate a previously chosen
+    // slot (different duration), so clear it — but only if it actually
+    // changed, so re-confirming the same services without edits doesn't
+    // lose progress for no reason.
+    ...(servicesChanged ? { staffId: undefined, date: undefined, startAt: undefined } : {}),
+  });
+
+  redirect("/book/barber-time");
+}
+
+export async function saveBarberTimeStepAction(input: unknown): Promise<StepActionResult> {
+  const parsed = saveBarberTimeStepSchema.safeParse(input);
+  if (!parsed.success) return { success: false, error: "Please choose a valid time." };
+
+  const draft = await readDraft(parsed.data.businessId);
+  if (draft.serviceIds.length === 0) {
+    return { success: false, error: "Please select a service first." };
+  }
+
+  // Only re-validate here when a specific barber was chosen — "any
+  // available barber" is resolved to a specific one by BookingService
+  // itself at confirm time (see booking.service.ts), and re-implementing
+  // that resolution here just to pre-validate would duplicate its logic,
+  // which the brief explicitly prohibits.
+  if (parsed.data.staffId) {
+    const { validation } = await validateBookingSlot(prisma, {
+      businessId: parsed.data.businessId,
+      serviceIds: draft.serviceIds,
+      staffId: parsed.data.staffId,
+      startAt: new Date(parsed.data.startAt),
+    });
+    if (!validation.valid) {
+      return { success: false, error: getFirstFriendlyMessage(validation) };
+    }
+  }
+
+  await writeDraft({ ...draft, staffId: parsed.data.staffId, date: parsed.data.date, startAt: parsed.data.startAt });
+  redirect("/book/details");
+}
+
+export async function saveDetailsStepAction(input: unknown): Promise<StepActionResult> {
+  const parsed = saveDetailsStepSchema.safeParse(input);
+  if (!parsed.success) {
+    return { success: false, error: "Please check the highlighted fields.", fieldErrors: parsed.error.flatten().fieldErrors };
+  }
+
+  const draft = await readDraft(parsed.data.businessId);
+  if (!draft.startAt) {
+    return { success: false, error: "Please choose a date and time first." };
+  }
+  if (!parsed.data.policyAcknowledged) {
+    return { success: false, error: "Please acknowledge the cancellation policy to continue." };
+  }
+
+  const session = await auth();
+
+  if (!session?.user) {
+    const guestParsed = guestDetailsSchema.safeParse({
+      firstName: parsed.data.firstName,
+      lastName: parsed.data.lastName,
+      email: parsed.data.email,
+      phone: parsed.data.phone,
+    });
+    if (!guestParsed.success) {
+      return {
+        success: false,
+        error: "Please fill in your contact details.",
+        fieldErrors: guestParsed.error.flatten().fieldErrors,
+      };
+    }
+    await writeDraft({
+      ...draft,
+      guest: guestParsed.data,
+      notes: parsed.data.notes,
+      policyAcknowledged: true,
+    });
+  } else {
+    await writeDraft({
+      ...draft,
+      guest: undefined,
+      notes: parsed.data.notes,
+      policyAcknowledged: true,
+    });
+  }
+
+  redirect("/book/review");
+}
+
+export async function startRebookAction(input: unknown): Promise<void> {
+  const parsed = startRebookSchema.safeParse(input);
+  if (!parsed.success) {
+    redirect("/appointments");
+  }
+
+  const appointment = await getAppointmentById(prisma, parsed.data.appointmentId);
+  if (!appointment) {
+    redirect("/appointments");
+  }
+
+  const session = await auth();
+  try {
+    assertCanAccessAppointment(appointment, session?.user?.id);
+  } catch (error) {
+    if (error instanceof PermissionDeniedError) {
+      redirect("/appointments");
+    }
+    throw error;
+  }
+
+  // Only preselect services that are still active — an inactive service
+  // can't be booked again, and the customer picks a fresh replacement
+  // instead of silently having it dropped with no explanation.
+  const activeServiceIds = appointment.services.filter((line) => line.service.isActive).map((line) => line.serviceId);
+
+  // Only preselect the original barber if they're still active and bookable online.
+  const staffId = appointment.staff.status === "ACTIVE" && appointment.staff.isBookableOnline ? appointment.staffId : undefined;
+
+  await clearDraft();
+  await writeDraft({
+    businessId: appointment.businessId,
+    serviceIds: activeServiceIds,
+    staffId,
+    policyAcknowledged: false,
+    rebookFromAppointmentId: appointment.id,
+  });
+
+  redirect("/book");
+}
diff --git a/src/features/booking/authorization.ts b/src/features/booking/authorization.ts
new file mode 100644
index 0000000..fd925a5
--- /dev/null
+++ b/src/features/booking/authorization.ts
@@ -0,0 +1,49 @@
+/**
+ * Customer-facing ownership checks. Kept in the feature/action layer, not
+ * the domain services — AppointmentService/BookingService are also used
+ * by (future) staff/owner tooling, where an entirely different
+ * permission rule applies ("any staff member in this business"). This
+ * file is specifically "can THIS customer touch THIS appointment", so it
+ * lives next to the customer-facing actions that need it, per Phase 2's
+ * "permission enforcement happens again at the server-action layer"
+ * principle.
+ */
+
+export class PermissionDeniedError extends Error {
+  constructor(message = "You don't have permission to access this appointment.") {
+    super(message);
+    this.name = "PermissionDeniedError";
+  }
+}
+
+export interface OwnableAppointment {
+  customer: { userId: string | null };
+}
+
+/**
+ * Ownership rule:
+ *  - A REGISTERED customer's appointment (customer.userId is set) always
+ *    requires the requesting session to match that exact user. An
+ *    appointment id alone is never sufficient — see the Phase 4 brief's
+ *    explicit "Appointment IDs are not treated as permission".
+ *  - A GUEST appointment (customer.userId is null) has no stronger
+ *    credential available in this phase — no magic-link/OTP system was
+ *    built (explicitly deferred, see docs/phase-4-summary.md). Access is
+ *    by the appointment's own unguessable id, the same "order tracking"
+ *    pattern many guest-checkout systems use. This is a deliberate,
+ *    documented scope limitation, not an oversight.
+ */
+export function assertCanAccessAppointment(appointment: OwnableAppointment, sessionUserId: string | undefined): void {
+  if (appointment.customer.userId && appointment.customer.userId !== sessionUserId) {
+    throw new PermissionDeniedError();
+  }
+}
+
+export function canAccessAppointment(appointment: OwnableAppointment, sessionUserId: string | undefined): boolean {
+  try {
+    assertCanAccessAppointment(appointment, sessionUserId);
+    return true;
+  } catch {
+    return false;
+  }
+}
diff --git a/src/features/booking/components/barber-date-time-picker.tsx b/src/features/booking/components/barber-date-time-picker.tsx
new file mode 100644
index 0000000..6f013ab
--- /dev/null
+++ b/src/features/booking/components/barber-date-time-picker.tsx
@@ -0,0 +1,228 @@
+"use client";
+
+import { useEffect, useState, useTransition } from "react";
+import { Button } from "@/components/ui/button";
+import { MonthCalendar } from "@/components/ui/month-calendar";
+import { Select } from "@/components/ui/select";
+import { EmptyState } from "@/components/feedback/empty-state";
+import { CardSkeleton } from "@/components/feedback/skeleton";
+import { CalendarX2 } from "lucide-react";
+import {
+  getAvailableBarbersAction,
+  getAvailableDatesAction,
+  getAvailableTimeSlotsAction,
+} from "../actions/availability";
+
+interface Staff {
+  id: string;
+  name: string;
+  avatarUrl: string | null;
+}
+interface TimeSlot {
+  startMinutes: number;
+  startAt: string;
+  endAt: string;
+  staffOptions: string[];
+}
+
+/**
+ * Local calendar-date components, not `.toISOString().slice(0, 10)` — that
+ * converts to UTC first, which silently shifts the date back a day for
+ * anyone in a timezone ahead of UTC (e.g. the business's own Europe/London
+ * during BST). `date` here is always local midnight from MonthCalendar's
+ * own `new Date(year, month, day)`, so reading the local parts back out is
+ * the correct inverse.
+ */
+function toYMD(date: Date): string {
+  const year = date.getFullYear();
+  const month = String(date.getMonth() + 1).padStart(2, "0");
+  const day = String(date.getDate()).padStart(2, "0");
+  return `${year}-${month}-${day}`;
+}
+
+/**
+ * The interactive barber/date/time core, shared between the booking flow
+ * (/book/barber-time) and rescheduling (/appointments/[id]/reschedule) —
+ * per the Phase 4 brief's explicit instruction to reuse this selection UI
+ * rather than building it twice. All availability comes from the Phase 3
+ * AvailabilityService via the existing Server Actions; nothing here
+ * computes a slot itself.
+ */
+export function BarberDateTimePicker(props: {
+  businessId: string;
+  businessTimezone: string;
+  serviceIds: string[];
+  initialStaffId?: string;
+  initialDate?: string;
+  onContinue: (selection: {
+    staffId?: string;
+    date: string;
+    startAt: string;
+  }) => Promise<{ success: boolean; error?: string }>;
+  continueLabel?: string;
+}) {
+  const {
+    businessId,
+    businessTimezone,
+    serviceIds,
+    initialStaffId,
+    initialDate,
+    onContinue,
+    continueLabel = "Continue",
+  } = props;
+  const [isPending, startTransition] = useTransition();
+
+  const [staffOptions, setStaffOptions] = useState<Staff[]>([]);
+  const [selectedStaffId, setSelectedStaffId] = useState<string>(initialStaffId ?? "any");
+  const [month, setMonth] = useState(() =>
+    initialDate ? new Date(`${initialDate}T00:00:00`) : new Date(),
+  );
+  const [availableDates, setAvailableDates] = useState<Set<string>>(new Set());
+  const [selectedDate, setSelectedDate] = useState<Date | undefined>(
+    initialDate ? new Date(`${initialDate}T00:00:00`) : undefined,
+  );
+  const [slots, setSlots] = useState<TimeSlot[]>([]);
+  const [selectedSlot, setSelectedSlot] = useState<TimeSlot | undefined>();
+  const [slotsPending, startSlotsTransition] = useTransition();
+  const [error, setError] = useState<string | null>(null);
+
+  useEffect(() => {
+    getAvailableBarbersAction({ businessId, serviceIds }).then((res) => setStaffOptions(res.staff));
+  }, [businessId, serviceIds]);
+
+  useEffect(() => {
+    const from = new Date(month.getFullYear(), month.getMonth(), 1);
+    const to = new Date(month.getFullYear(), month.getMonth() + 1, 0);
+    getAvailableDatesAction({
+      businessId,
+      serviceIds,
+      staffId: selectedStaffId === "any" ? undefined : selectedStaffId,
+      fromDate: toYMD(from),
+      toDate: toYMD(to),
+    }).then((res) => setAvailableDates(new Set(res.dates)));
+  }, [businessId, serviceIds, month, selectedStaffId]);
+
+  useEffect(() => {
+    if (!selectedDate) return;
+    // The fetch (and every state update it produces) runs inside the
+    // transition callback, after an `await` — not synchronously at the
+    // top of the effect body — so this stays clear of the
+    // set-state-in-effect pitfall while still giving us a pending flag.
+    startSlotsTransition(async () => {
+      const res = await getAvailableTimeSlotsAction({
+        businessId,
+        serviceIds,
+        staffId: selectedStaffId === "any" ? undefined : selectedStaffId,
+        date: toYMD(selectedDate),
+      });
+      setSlots(res.slots);
+      setSelectedSlot(undefined);
+    });
+  }, [businessId, serviceIds, selectedDate, selectedStaffId]);
+  const effectiveSlots = !selectedDate ? EMPTY_SLOTS : slots;
+
+  const handleContinue = () => {
+    if (!selectedDate || !selectedSlot) return;
+    setError(null);
+    startTransition(async () => {
+      const result = await onContinue({
+        staffId: selectedStaffId === "any" ? undefined : selectedStaffId,
+        date: toYMD(selectedDate),
+        startAt: selectedSlot.startAt,
+      });
+      if (!result.success) setError(result.error ?? "Please choose a different time.");
+    });
+  };
+
+  return (
+    <div className="pb-32">
+      <div className="mx-auto max-w-2xl space-y-6">
+        <section className="px-6">
+          <h2 className="text-muted mb-3 text-xs font-bold tracking-widest uppercase">Barber</h2>
+          <Select
+            value={selectedStaffId}
+            onChange={(e) => {
+              setSelectedStaffId(e.target.value);
+              setSelectedDate(undefined);
+            }}
+          >
+            <option value="any">Anyone available</option>
+            {staffOptions.map((s) => (
+              <option key={s.id} value={s.id}>
+                {s.name}
+              </option>
+            ))}
+          </Select>
+        </section>
+
+        <section className="px-6">
+          <h2 className="text-muted mb-3 text-xs font-bold tracking-widest uppercase">Date</h2>
+          <MonthCalendar
+            month={month}
+            onMonthChange={setMonth}
+            selectedDate={selectedDate}
+            onSelectDate={setSelectedDate}
+            isDateDisabled={(date) => !availableDates.has(toYMD(date))}
+          />
+        </section>
+
+        {selectedDate && (
+          <section className="px-6">
+            <h2 className="text-muted mb-3 text-xs font-bold tracking-widest uppercase">Time</h2>
+            {slotsPending ? (
+              <CardSkeleton />
+            ) : effectiveSlots.length === 0 ? (
+              <EmptyState
+                icon={CalendarX2}
+                title="No times available"
+                description="Try a different date or barber."
+              />
+            ) : (
+              <div className="flex flex-wrap gap-2">
+                {effectiveSlots.map((slot) => (
+                  <button
+                    key={slot.startAt}
+                    type="button"
+                    onClick={() => setSelectedSlot(slot)}
+                    aria-pressed={selectedSlot?.startAt === slot.startAt}
+                    className={
+                      selectedSlot?.startAt === slot.startAt
+                        ? "border-accent bg-accent/10 rounded-xl border-2 px-5 py-3 text-sm font-bold"
+                        : "border-line hover:border-ink rounded-xl border bg-white px-5 py-3 text-sm font-medium"
+                    }
+                  >
+                    {new Date(slot.startAt).toLocaleTimeString("en-GB", {
+                      hour: "2-digit",
+                      minute: "2-digit",
+                      timeZone: businessTimezone,
+                    })}
+                  </button>
+                ))}
+              </div>
+            )}
+          </section>
+        )}
+      </div>
+
+      <div className="border-line fixed inset-x-0 bottom-0 z-40 border-t bg-white/95 px-6 py-4 backdrop-blur">
+        <div className="mx-auto max-w-2xl">
+          {error && (
+            <p role="alert" className="text-danger mb-3 text-sm font-medium">
+              {error}
+            </p>
+          )}
+          <Button
+            className="w-full"
+            onClick={handleContinue}
+            isLoading={isPending}
+            disabled={!selectedSlot}
+          >
+            {continueLabel}
+          </Button>
+        </div>
+      </div>
+    </div>
+  );
+}
+
+const EMPTY_SLOTS: TimeSlot[] = [];
diff --git a/src/features/booking/components/book-again-button.tsx b/src/features/booking/components/book-again-button.tsx
new file mode 100644
index 0000000..a5f9751
--- /dev/null
+++ b/src/features/booking/components/book-again-button.tsx
@@ -0,0 +1,21 @@
+"use client";
+
+import { useTransition } from "react";
+import { Button } from "@/components/ui/button";
+import { startRebookAction } from "../actions/draft";
+
+export function BookAgainButton({ appointmentId, className }: { appointmentId: string; className?: string }) {
+  const [isPending, startTransition] = useTransition();
+
+  return (
+    <Button
+      variant="secondary"
+      size="sm"
+      className={className}
+      isLoading={isPending}
+      onClick={() => startTransition(() => startRebookAction({ appointmentId }))}
+    >
+      Book Again
+    </Button>
+  );
+}
diff --git a/src/features/booking/components/cancel-appointment-dialog.tsx b/src/features/booking/components/cancel-appointment-dialog.tsx
new file mode 100644
index 0000000..b4c1e15
--- /dev/null
+++ b/src/features/booking/components/cancel-appointment-dialog.tsx
@@ -0,0 +1,99 @@
+"use client";
+
+import { useRouter } from "next/navigation";
+import { useState, useTransition } from "react";
+import { Button } from "@/components/ui/button";
+import { Modal } from "@/components/ui/modal";
+import { Textarea } from "@/components/ui/textarea";
+import { cancelCustomerAppointmentAction } from "../actions/customer-appointments";
+
+export function CancelAppointmentDialog({ appointmentId }: { appointmentId: string }) {
+  const [open, setOpen] = useState(false);
+  const [reason, setReason] = useState("");
+  const [error, setError] = useState<string | null>(null);
+  const [result, setResult] = useState<{ wasLateCancellation?: boolean } | null>(null);
+  const [isPending, startTransition] = useTransition();
+  const router = useRouter();
+
+  const handleConfirm = () => {
+    setError(null);
+    startTransition(async () => {
+      const res = await cancelCustomerAppointmentAction({
+        appointmentId,
+        reason: reason || undefined,
+      });
+      if (!res.success) {
+        setError(res.error ?? "Something went wrong. Please try again.");
+        return;
+      }
+      setResult({ wasLateCancellation: res.wasLateCancellation });
+    });
+  };
+
+  const handleClose = () => {
+    setOpen(false);
+    setResult(null);
+    setReason("");
+    setError(null);
+    if (result) router.refresh();
+  };
+
+  return (
+    <>
+      <Button variant="destructive" size="sm" onClick={() => setOpen(true)}>
+        Cancel
+      </Button>
+      <Modal
+        open={open}
+        onClose={handleClose}
+        title={result ? "Appointment Cancelled" : "Cancel Appointment?"}
+      >
+        {result ? (
+          <div className="space-y-4">
+            <p role="status" className="text-muted text-sm">
+              Your appointment has been cancelled. It won&apos;t be deleted from your history.
+            </p>
+            {result.wasLateCancellation && (
+              <p className="border-warning/30 bg-warning/10 text-warning-foreground rounded-lg border p-3 text-xs">
+                This was a late cancellation, outside the free-cancellation window. The business may
+                apply a late-cancellation policy.
+              </p>
+            )}
+            <Button className="w-full" onClick={handleClose}>
+              Done
+            </Button>
+          </div>
+        ) : (
+          <div className="space-y-4">
+            <p className="text-muted text-sm">
+              This can&apos;t be undone. You can add an optional reason below.
+            </p>
+            <Textarea
+              placeholder="Reason (optional)"
+              value={reason}
+              onChange={(e) => setReason(e.target.value)}
+            />
+            {error && (
+              <p role="alert" className="text-danger text-sm font-medium">
+                {error}
+              </p>
+            )}
+            <div className="flex gap-3">
+              <Button variant="secondary" className="flex-1" onClick={handleClose}>
+                Keep it
+              </Button>
+              <Button
+                variant="destructive"
+                className="flex-1"
+                onClick={handleConfirm}
+                isLoading={isPending}
+              >
+                Cancel it
+              </Button>
+            </div>
+          </div>
+        )}
+      </Modal>
+    </>
+  );
+}
diff --git a/src/features/booking/components/confirm-booking-button.tsx b/src/features/booking/components/confirm-booking-button.tsx
new file mode 100644
index 0000000..471e03e
--- /dev/null
+++ b/src/features/booking/components/confirm-booking-button.tsx
@@ -0,0 +1,31 @@
+"use client";
+
+import { useState, useTransition } from "react";
+import { Button } from "@/components/ui/button";
+import { confirmBookingAction } from "../actions/confirm";
+
+export function ConfirmBookingButton({ businessId }: { businessId: string }) {
+  const [error, setError] = useState<string | null>(null);
+  const [isPending, startTransition] = useTransition();
+
+  const handleConfirm = () => {
+    setError(null);
+    startTransition(async () => {
+      const result = await confirmBookingAction(businessId);
+      if (!result.success) setError(result.error ?? "Something went wrong. Please try again.");
+    });
+  };
+
+  return (
+    <div>
+      {error && (
+        <p role="alert" className="text-danger mb-3 text-sm font-medium">
+          {error}
+        </p>
+      )}
+      <Button className="w-full" onClick={handleConfirm} isLoading={isPending}>
+        Confirm Booking
+      </Button>
+    </div>
+  );
+}
diff --git a/src/features/booking/components/details-form.tsx b/src/features/booking/components/details-form.tsx
new file mode 100644
index 0000000..c1b0ddd
--- /dev/null
+++ b/src/features/booking/components/details-form.tsx
@@ -0,0 +1,152 @@
+"use client";
+
+import { zodResolver } from "@hookform/resolvers/zod";
+import { useState, useTransition } from "react";
+import { useForm } from "react-hook-form";
+import { z } from "zod";
+import { Button } from "@/components/ui/button";
+import { Checkbox } from "@/components/ui/checkbox";
+import { Input } from "@/components/ui/input";
+import { Textarea } from "@/components/ui/textarea";
+import { saveDetailsStepAction } from "../actions/draft";
+
+const guestFormSchema = z.object({
+  firstName: z.string().trim().min(1, "First name is required"),
+  lastName: z.string().trim().min(1, "Last name is required"),
+  email: z.email("Enter a valid email address"),
+  phone: z.string().trim().min(1, "Phone number is required"),
+  notes: z.string().max(2000).optional(),
+  policyAcknowledged: z.literal(true, { error: "Please acknowledge the cancellation policy" }),
+});
+
+const authenticatedFormSchema = z.object({
+  notes: z.string().max(2000).optional(),
+  policyAcknowledged: z.literal(true, { error: "Please acknowledge the cancellation policy" }),
+});
+
+export function DetailsForm(props: {
+  businessId: string;
+  cancellationPolicy?: string;
+  isAuthenticated: boolean;
+  prefill?: { firstName: string; lastName: string; email: string; phone: string };
+  initialNotes?: string;
+}) {
+  const { businessId, cancellationPolicy, isAuthenticated, prefill, initialNotes } = props;
+  const [serverError, setServerError] = useState<string | null>(null);
+  const [isPending, startTransition] = useTransition();
+
+  const schema = isAuthenticated ? authenticatedFormSchema : guestFormSchema;
+  const {
+    register,
+    handleSubmit,
+    setError,
+    formState: { errors },
+    // eslint-disable-next-line @typescript-eslint/no-explicit-any
+  } = useForm<any>({
+    resolver: zodResolver(schema),
+    defaultValues: {
+      firstName: prefill?.firstName ?? "",
+      lastName: prefill?.lastName ?? "",
+      email: prefill?.email ?? "",
+      phone: prefill?.phone ?? "",
+      notes: initialNotes ?? "",
+      policyAcknowledged: false,
+    },
+  });
+
+  // eslint-disable-next-line @typescript-eslint/no-explicit-any
+  const onSubmit = (data: any) => {
+    setServerError(null);
+    startTransition(async () => {
+      const result = await saveDetailsStepAction({ businessId, ...data });
+      if (!result.success) {
+        setServerError(result.error ?? "Please check the highlighted fields.");
+        if (result.fieldErrors) {
+          for (const [field, messages] of Object.entries(result.fieldErrors)) {
+            if (messages?.[0]) setError(field, { message: messages[0] });
+          }
+        }
+      }
+    });
+  };
+
+  return (
+    <form
+      onSubmit={handleSubmit(onSubmit)}
+      noValidate
+      className="mx-auto max-w-2xl space-y-6 px-6 py-6"
+    >
+      {!isAuthenticated && (
+        <div className="space-y-4">
+          <div className="grid grid-cols-2 gap-4">
+            <Input
+              label="First Name"
+              error={errors.firstName?.message as string}
+              {...register("firstName")}
+            />
+            <Input
+              label="Last Name"
+              error={errors.lastName?.message as string}
+              {...register("lastName")}
+            />
+          </div>
+          <Input
+            label="Email Address"
+            type="email"
+            error={errors.email?.message as string}
+            {...register("email")}
+          />
+          <Input
+            label="Phone Number"
+            type="tel"
+            error={errors.phone?.message as string}
+            {...register("phone")}
+          />
+        </div>
+      )}
+
+      {isAuthenticated && prefill && (
+        <div className="rounded-jumbo border-line border bg-white p-5">
+          <p className="text-muted text-[10px] font-bold tracking-widest uppercase">Booking as</p>
+          <p className="mt-1 text-sm font-bold">
+            {prefill.firstName} {prefill.lastName}
+          </p>
+          <p className="text-muted text-xs">
+            {prefill.email}
+            {prefill.phone ? ` · ${prefill.phone}` : ""}
+          </p>
+        </div>
+      )}
+
+      <Textarea
+        label="Booking Notes (optional)"
+        placeholder="e.g. skin sensitivity, specific style requests…"
+        error={errors.notes?.message as string}
+        {...register("notes")}
+      />
+
+      {cancellationPolicy && (
+        <div className="border-line text-muted rounded-xl border bg-white p-4 text-xs">
+          {cancellationPolicy}
+        </div>
+      )}
+
+      <Checkbox label="I acknowledge the cancellation policy" {...register("policyAcknowledged")} />
+      {errors.policyAcknowledged && (
+        <p role="alert" className="text-danger -mt-4 text-xs font-medium">
+          {errors.policyAcknowledged.message as string}
+        </p>
+      )}
+
+      {serverError && (
+        <p role="alert" className="text-danger text-sm font-medium">
+          {serverError}
+        </p>
+      )}
+
+      <Button type="submit" className="w-full" isLoading={isPending}>
+        Continue to Review
+      </Button>
+    </form>
+  );
+}
diff --git a/src/features/booking/components/service-selector.tsx b/src/features/booking/components/service-selector.tsx
new file mode 100644
index 0000000..5b54d3b
--- /dev/null
+++ b/src/features/booking/components/service-selector.tsx
@@ -0,0 +1,147 @@
+"use client";
+
+import { Plus, Check } from "lucide-react";
+import { useMemo, useState, useTransition } from "react";
+import { Button } from "@/components/ui/button";
+import { TopNav } from "@/components/navigation/top-nav";
+import { saveServicesStepAction } from "../actions/draft";
+import type { AvailableService } from "@/services/scheduling/availability.service";
+
+export function ServiceSelector(props: {
+  businessId: string;
+  services: AvailableService[];
+  categoryNames: Record<string, string>;
+  categoryOrder: string[];
+  initialSelectedServiceIds: string[];
+  rebooking: boolean;
+}) {
+  const {
+    businessId,
+    services,
+    categoryNames,
+    categoryOrder,
+    initialSelectedServiceIds,
+    rebooking,
+  } = props;
+  const [selectedIds, setSelectedIds] = useState<string[]>(initialSelectedServiceIds);
+  const [error, setError] = useState<string | null>(null);
+  const [isPending, startTransition] = useTransition();
+
+  const grouped = useMemo(() => {
+    const byCategory = new Map<string, AvailableService[]>();
+    for (const service of services) {
+      const list = byCategory.get(service.categoryId) ?? [];
+      list.push(service);
+      byCategory.set(service.categoryId, list);
+    }
+    const orderedIds = [...categoryOrder, ...byCategory.keys()].filter(
+      (id, i, arr) => arr.indexOf(id) === i,
+    );
+    return orderedIds
+      .map((id) => ({
+        id,
+        name: categoryNames[id] ?? "Services",
+        services: byCategory.get(id) ?? [],
+      }))
+      .filter((g) => g.services.length > 0);
+  }, [services, categoryNames, categoryOrder]);
+
+  const selectedServices = services.filter((s) => selectedIds.includes(s.id));
+  const totalDuration = selectedServices.reduce((sum, s) => sum + s.durationMinutes, 0);
+  const totalPrice = selectedServices.reduce((sum, s) => sum + Number(s.price), 0);
+
+  const toggle = (id: string) => {
+    setSelectedIds((prev) => (prev.includes(id) ? prev.filter((s) => s !== id) : [...prev, id]));
+  };
+
+  const handleContinue = () => {
+    setError(null);
+    startTransition(async () => {
+      const result = await saveServicesStepAction({ businessId, serviceIds: selectedIds });
+      if (!result.success) setError(result.error ?? "Please select at least one service.");
+    });
+  };
+
+  return (
+    <div className="pb-32">
+      <TopNav title="Select Services" onBack={true} sticky className="bg-stone" />
+
+      {rebooking && (
+        <div className="border-accent/30 bg-accent/10 text-ink mx-6 mt-4 rounded-xl border p-3 text-xs">
+          Booking again — we&apos;ve preselected your previous services. Prices and availability are
+          current, not from your last visit.
+        </div>
+      )}
+
+      <main className="mx-auto max-w-2xl space-y-8 px-6 py-6">
+        {grouped.map((group) => (
+          <section key={group.id}>
+            <h2 className="mb-3 text-sm font-bold">{group.name}</h2>
+            <div className="divide-line rounded-jumbo border-line divide-y border bg-white">
+              {group.services.map((service) => {
+                const selected = selectedIds.includes(service.id);
+                return (
+                  <button
+                    key={service.id}
+                    type="button"
+                    onClick={() => toggle(service.id)}
+                    aria-pressed={selected}
+                    className="flex w-full items-center justify-between gap-4 px-5 py-4 text-left"
+                  >
+                    <div className="flex-1">
+                      <h3 className="text-sm font-medium">{service.name}</h3>
+                      <p className="text-muted mt-1 text-xs">{service.durationMinutes}m</p>
+                    </div>
+                    <span className="font-bold">£{Number(service.price).toFixed(2)}</span>
+                    <span
+                      className={
+                        selected
+                          ? "bg-accent flex h-8 w-8 shrink-0 items-center justify-center rounded-full text-white"
+                          : "border-line text-muted flex h-8 w-8 shrink-0 items-center justify-center rounded-full border"
+                      }
+                    >
+                      {selected ? (
+                        <Check className="h-4 w-4" aria-hidden="true" />
+                      ) : (
+                        <Plus className="h-4 w-4" aria-hidden="true" />
+                      )}
+                    </span>
+                  </button>
+                );
+              })}
+            </div>
+          </section>
+        ))}
+
+        {grouped.length === 0 && (
+          <p className="text-muted text-sm">No services are available online right now.</p>
+        )}
+      </main>
+
+      <div className="border-line fixed inset-x-0 bottom-0 z-40 border-t bg-white/95 px-6 py-4 backdrop-blur">
+        <div className="mx-auto max-w-2xl">
+          {error && (
+            <p role="alert" className="text-danger mb-3 text-sm font-medium">
+              {error}
+            </p>
+          )}
+          <div className="flex items-center justify-between gap-4">
+            <div>
+              <p className="text-muted text-xs font-bold tracking-widest uppercase">
+                {selectedServices.length} selected · {totalDuration}m
+              </p>
+              <p className="text-xl font-semibold">£{totalPrice.toFixed(2)}</p>
+            </div>
+            <Button
+              onClick={handleContinue}
+              isLoading={isPending}
+              disabled={selectedIds.length === 0}
+            >
+              Continue
+            </Button>
+          </div>
+        </div>
+      </div>
+    </div>
+  );
+}
diff --git a/src/features/booking/error-messages.ts b/src/features/booking/error-messages.ts
new file mode 100644
index 0000000..3d32513
--- /dev/null
+++ b/src/features/booking/error-messages.ts
@@ -0,0 +1,46 @@
+import type { BookingValidationErrorCode, ValidationResult } from "@/services/scheduling/types";
+
+/**
+ * Maps the typed error codes the Phase 3 services already return into
+ * customer-friendly copy. The only place raw codes get translated —
+ * every booking-flow page imports from here rather than inlining its own
+ * message strings, so the wording only needs to change in one place.
+ */
+const FRIENDLY_MESSAGES: Record<BookingValidationErrorCode, string> = {
+  INVALID_INPUT: "Something about that wasn't quite right. Please try again.",
+  NO_SERVICES_SELECTED: "Please select at least one service.",
+  SERVICES_SPAN_MULTIPLE_BUSINESSES: "One or more selected services aren't available here.",
+  STAFF_CANNOT_PERFORM_SERVICE: "This barber doesn't offer one of the selected services.",
+  BUSINESS_CLOSED: "The business is closed at this time — please choose another slot.",
+  STAFF_NOT_WORKING: "This barber isn't working at that time — please choose another slot or barber.",
+  STAFF_ON_BREAK: "This barber is on a break at that time — please choose another slot.",
+  STAFF_ON_LEAVE: "This barber is away on that date — please choose another barber or date.",
+  SLOT_UNAVAILABLE: "That time was just booked by someone else — please choose another.",
+  INSUFFICIENT_DURATION:
+    "There isn't enough time left that day for the selected services — try an earlier time or fewer services.",
+  BELOW_MIN_NOTICE: "This time is too soon — please choose a later time.",
+  BEYOND_MAX_ADVANCE: "This date is too far ahead to book yet — please choose a nearer date.",
+  BUSINESS_DAILY_LIMIT_REACHED: "This business is fully booked that day — please choose another date.",
+  STAFF_DAILY_LIMIT_REACHED: "This barber is fully booked that day — please choose another barber or date.",
+  APPOINTMENT_NOT_FOUND: "We couldn't find that appointment.",
+  INVALID_STATUS_TRANSITION: "This appointment can no longer be changed.",
+  STAFF_NOT_FOUND: "We couldn't find that barber.",
+  CUSTOMER_NOT_FOUND: "We couldn't find your customer details.",
+  BUSINESS_NOT_FOUND: "We couldn't find this business.",
+};
+
+const FALLBACK_MESSAGE = "Something went wrong with this booking. Please try again.";
+
+export function getFriendlyMessage(code: BookingValidationErrorCode): string {
+  return FRIENDLY_MESSAGES[code] ?? FALLBACK_MESSAGE;
+}
+
+export function getFriendlyValidationMessages(validation: ValidationResult): string[] {
+  if (validation.issues.length === 0) return [];
+  return validation.issues.map((issue) => getFriendlyMessage(issue.code));
+}
+
+export function getFirstFriendlyMessage(validation: ValidationResult): string {
+  const [first] = validation.issues;
+  return first ? getFriendlyMessage(first.code) : FALLBACK_MESSAGE;
+}
diff --git a/src/features/booking/schemas.ts b/src/features/booking/schemas.ts
index cc9ee2f..c51133f 100644
--- a/src/features/booking/schemas.ts
+++ b/src/features/booking/schemas.ts
@@ -50,7 +50,7 @@ export const rescheduleBookingSchema = z.object({
 
 export const cancelBookingSchema = z.object({
   appointmentId: z.string(),
-  cancelledByUserId: z.string(),
+  cancelledByUserId: z.string().optional(),
   reason: z.string().optional(),
 });
 
@@ -58,3 +58,42 @@ export const updateBookingNotesSchema = z.object({
   appointmentId: z.string(),
   notes: z.string().max(2000),
 });
+
+// ── Customer booking-flow draft steps ────────────────────────────────────
+
+export const saveServicesStepSchema = z.object({
+  businessId: z.string(),
+  serviceIds: z.array(z.string()).min(1, "Select at least one service"),
+});
+
+export const saveBarberTimeStepSchema = z.object({
+  businessId: z.string(),
+  staffId: z.string().optional(),
+  date: z.string(),
+  startAt: z.iso.datetime(),
+});
+
+export const saveDetailsStepSchema = z.object({
+  businessId: z.string(),
+  firstName: z.string().trim().min(1, "First name is required").optional(),
+  lastName: z.string().trim().min(1, "Last name is required").optional(),
+  email: z.email("Enter a valid email address").optional(),
+  phone: z.string().trim().min(1, "Phone number is required").optional(),
+  notes: z.string().max(2000).optional(),
+  policyAcknowledged: z.boolean(),
+});
+
+export const startRebookSchema = z.object({
+  appointmentId: z.string(),
+});
+
+export const customerCancelSchema = z.object({
+  appointmentId: z.string(),
+  reason: z.string().max(500).optional(),
+});
+
+export const customerRescheduleSchema = z.object({
+  appointmentId: z.string(),
+  staffId: z.string().optional(),
+  startAt: z.iso.datetime(),
+});
diff --git a/src/lib/booking-draft/__tests__/sign.test.ts b/src/lib/booking-draft/__tests__/sign.test.ts
new file mode 100644
index 0000000..03d5618
--- /dev/null
+++ b/src/lib/booking-draft/__tests__/sign.test.ts
@@ -0,0 +1,44 @@
+import { beforeEach, describe, expect, it } from "vitest";
+import { sign, verify } from "../sign";
+
+describe("sign / verify", () => {
+  beforeEach(() => {
+    process.env.AUTH_SECRET = "test-secret-not-for-production-use-only";
+  });
+
+  it("round-trips a payload", () => {
+    const token = sign('{"serviceIds":["svc_1"]}');
+    expect(verify(token)).toBe('{"serviceIds":["svc_1"]}');
+  });
+
+  it("rejects a tampered payload", () => {
+    const token = sign('{"serviceIds":["svc_1"]}');
+    const [, mac] = token.split(".");
+    const tamperedPayload = Buffer.from('{"serviceIds":["svc_2"]}', "utf8").toString("base64url");
+    expect(verify(`${tamperedPayload}.${mac}`)).toBeNull();
+  });
+
+  it("rejects a tampered signature", () => {
+    const token = sign('{"a":1}');
+    const [payload] = token.split(".");
+    expect(verify(`${payload}.not-a-real-signature`)).toBeNull();
+  });
+
+  it("rejects malformed tokens without throwing", () => {
+    expect(verify("")).toBeNull();
+    expect(verify("no-separator")).toBeNull();
+    expect(verify("...")).toBeNull();
+    expect(verify("!!!not-base64!!!.mac")).toBeNull();
+  });
+
+  it("rejects a token signed with a different secret", () => {
+    const token = sign('{"a":1}');
+    process.env.AUTH_SECRET = "a-completely-different-secret-value";
+    expect(verify(token)).toBeNull();
+  });
+
+  it("throws clearly if AUTH_SECRET is missing rather than signing with an empty key", () => {
+    delete process.env.AUTH_SECRET;
+    expect(() => sign("payload")).toThrow(/AUTH_SECRET/);
+  });
+});
diff --git a/src/lib/booking-draft/cookie.ts b/src/lib/booking-draft/cookie.ts
new file mode 100644
index 0000000..16c7d7c
--- /dev/null
+++ b/src/lib/booking-draft/cookie.ts
@@ -0,0 +1,82 @@
+import "server-only";
+import { cookies } from "next/headers";
+import { bookingDraftSchema, emptyDraft } from "./schema";
+import type { BookingDraft } from "./schema";
+import { sign, verify } from "./sign";
+
+/**
+ * Server-only I/O around the signed booking-draft cookie. Callable from
+ * Server Components (read) and Server Actions/Route Handlers (read +
+ * write) — `next/headers`'s `cookies()` enforces that boundary itself.
+ */
+
+const COOKIE_NAME = "nc_booking_draft";
+const MAX_AGE_SECONDS = 60 * 60; // 1 hour — long enough to finish a booking, short enough not to linger
+
+export async function readDraft(businessId: string): Promise<BookingDraft> {
+  const store = await cookies();
+  const raw = store.get(COOKIE_NAME)?.value;
+  if (!raw) return emptyDraft(businessId);
+
+  const payload = verify(raw);
+  if (!payload) return emptyDraft(businessId);
+
+  try {
+    const parsed = bookingDraftSchema.safeParse(JSON.parse(payload));
+    if (!parsed.success || parsed.data.businessId !== businessId) return emptyDraft(businessId);
+    return parsed.data;
+  } catch {
+    return emptyDraft(businessId);
+  }
+}
+
+export async function writeDraft(draft: BookingDraft): Promise<void> {
+  const store = await cookies();
+  const token = sign(JSON.stringify(draft));
+  store.set(COOKIE_NAME, token, {
+    httpOnly: true,
+    secure: process.env.NODE_ENV === "production",
+    sameSite: "lax",
+    path: "/",
+    maxAge: MAX_AGE_SECONDS,
+  });
+}
+
+export async function clearDraft(): Promise<void> {
+  const store = await cookies();
+  store.delete(COOKIE_NAME);
+}
+
+// ── Post-booking confirmation reference ─────────────────────────────────
+// Deliberately a separate, tiny cookie rather than a URL query param, so
+// a bookmarked/shared confirmation URL never carries even a non-sensitive
+// appointment id — see docs/phase-4-summary.md.
+
+const CONFIRMATION_COOKIE_NAME = "nc_last_booking";
+const CONFIRMATION_MAX_AGE_SECONDS = 60 * 30;
+
+export async function writeLastBookingReference(appointmentId: string): Promise<void> {
+  const store = await cookies();
+  const token = sign(JSON.stringify({ appointmentId }));
+  store.set(CONFIRMATION_COOKIE_NAME, token, {
+    httpOnly: true,
+    secure: process.env.NODE_ENV === "production",
+    sameSite: "lax",
+    path: "/",
+    maxAge: CONFIRMATION_MAX_AGE_SECONDS,
+  });
+}
+
+export async function readLastBookingReference(): Promise<string | null> {
+  const store = await cookies();
+  const raw = store.get(CONFIRMATION_COOKIE_NAME)?.value;
+  if (!raw) return null;
+  const payload = verify(raw);
+  if (!payload) return null;
+  try {
+    const parsed = JSON.parse(payload) as { appointmentId?: unknown };
+    return typeof parsed.appointmentId === "string" ? parsed.appointmentId : null;
+  } catch {
+    return null;
+  }
+}
diff --git a/src/lib/booking-draft/schema.ts b/src/lib/booking-draft/schema.ts
new file mode 100644
index 0000000..1a3cb65
--- /dev/null
+++ b/src/lib/booking-draft/schema.ts
@@ -0,0 +1,38 @@
+import { z } from "zod";
+
+/**
+ * The booking-in-progress draft. Lives in a signed, httpOnly cookie (see
+ * cookie.ts) rather than only in React state, so it survives a page
+ * refresh, browser back/forward, and a sign-in that happens mid-flow —
+ * see docs/phase-4-summary.md for the full reasoning.
+ */
+export const guestDetailsSchema = z.object({
+  firstName: z.string().trim().min(1, "First name is required"),
+  lastName: z.string().trim().min(1, "Last name is required"),
+  email: z.email("Enter a valid email address"),
+  phone: z.string().trim().min(1, "Phone number is required"),
+});
+export type GuestDetails = z.infer<typeof guestDetailsSchema>;
+
+export const bookingDraftSchema = z.object({
+  businessId: z.string(),
+  serviceIds: z.array(z.string()).default([]),
+  /** undefined = "any available barber". */
+  staffId: z.string().optional(),
+  date: z.string().optional(), // CalendarDate, "YYYY-MM-DD"
+  startAt: z.iso.datetime().optional(),
+  notes: z.string().max(2000).optional(),
+  guest: guestDetailsSchema.optional(),
+  policyAcknowledged: z.boolean().default(false),
+  /** Set by "Book again" so the services step can show which appointment this draft originated from — display only, never trusted for pricing (see BookingService, which always re-reads current Service prices). */
+  rebookFromAppointmentId: z.string().optional(),
+});
+export type BookingDraft = z.infer<typeof bookingDraftSchema>;
+
+export function emptyDraft(businessId: string): BookingDraft {
+  return {
+    businessId,
+    serviceIds: [],
+    policyAcknowledged: false,
+  };
+}
diff --git a/src/lib/booking-draft/sign.ts b/src/lib/booking-draft/sign.ts
new file mode 100644
index 0000000..696ac21
--- /dev/null
+++ b/src/lib/booking-draft/sign.ts
@@ -0,0 +1,62 @@
+import { createHmac, timingSafeEqual } from "node:crypto";
+
+/**
+ * Tamper-evident (not encrypted) signing for the booking-draft cookie —
+ * an HMAC-SHA256 over the JSON payload using Node's built-in `crypto`,
+ * not a hand-rolled cipher. Signing rather than encrypting is a
+ * deliberate choice: the draft holds data the customer themselves just
+ * typed into a form on this domain (their own name/email/phone, plus
+ * non-sensitive selections), so the realistic threat is tampering
+ * (editing the cookie to book at a different price or under a different
+ * identity), not disclosure to the customer's own browser. httpOnly +
+ * Secure + SameSite=Lax (set in cookie.ts) cover disclosure to anyone
+ * else. Kept as a separate module from cookie.ts so the crypto itself is
+ * unit-testable without Next's `cookies()` API.
+ */
+
+const CONTEXT = "nextchair-booking-draft-v1";
+
+function getSigningKey(): Buffer {
+  const secret = process.env.AUTH_SECRET;
+  if (!secret) {
+    throw new Error("AUTH_SECRET must be set to sign the booking draft cookie.");
+  }
+  // Derive a purpose-specific key from the shared app secret rather than
+  // reusing it directly, so this cookie's signing key and NextAuth's JWT
+  // key are cryptographically independent even though they start from
+  // the same secret.
+  return createHmac("sha256", secret).update(CONTEXT).digest();
+}
+
+/** payload.signature, both base64url — a compact, cookie-safe format. */
+export function sign(payload: string): string {
+  const mac = createHmac("sha256", getSigningKey()).update(payload).digest("base64url");
+  const encodedPayload = Buffer.from(payload, "utf8").toString("base64url");
+  return `${encodedPayload}.${mac}`;
+}
+
+/** Returns the original payload if the signature is valid, otherwise null. Never throws on malformed input. */
+export function verify(token: string): string | null {
+  const separatorIndex = token.indexOf(".");
+  if (separatorIndex === -1) return null;
+
+  const encodedPayload = token.slice(0, separatorIndex);
+  const mac = token.slice(separatorIndex + 1);
+  if (!encodedPayload || !mac) return null;
+
+  let payload: string;
+  try {
+    payload = Buffer.from(encodedPayload, "base64url").toString("utf8");
+  } catch {
+    return null;
+  }
+
+  const expectedMac = createHmac("sha256", getSigningKey()).update(payload).digest("base64url");
+
+  const macBuffer = Buffer.from(mac);
+  const expectedBuffer = Buffer.from(expectedMac);
+  if (macBuffer.length !== expectedBuffer.length) return null;
+  if (!timingSafeEqual(macBuffer, expectedBuffer)) return null;
+
+  return payload;
+}
diff --git a/src/lib/business/get-primary-business.ts b/src/lib/business/get-primary-business.ts
new file mode 100644
index 0000000..d35f746
--- /dev/null
+++ b/src/lib/business/get-primary-business.ts
@@ -0,0 +1,21 @@
+import { cache } from "react";
+import { prisma } from "@/lib/db/prisma";
+
+/**
+ * v1 is single-business (see docs/implementation-plan.md §11) — every
+ * page that needs "the business" fetches it through here rather than
+ * hardcoding a slug or re-querying independently. Wrapped in React's
+ * `cache()` so multiple Server Components in the same request (a layout
+ * and its page, for instance) share one query instead of issuing it
+ * once each.
+ */
+export const getPrimaryBusiness = cache(async () => {
+  return prisma.business.findFirstOrThrow({
+    include: {
+      locations: true,
+      hours: true,
+      settings: true,
+      bookingRule: true,
+    },
+  });
+});
diff --git a/src/lib/business/opening-status.ts b/src/lib/business/opening-status.ts
new file mode 100644
index 0000000..1d4fa65
--- /dev/null
+++ b/src/lib/business/opening-status.ts
@@ -0,0 +1,45 @@
+import { minutesFromMidnight, todayIn, weekdayOf } from "@/lib/time/business-time";
+import { Weekday } from "@/generated/prisma/enums";
+
+export interface OpeningStatus {
+  isOpen: boolean;
+  label: string;
+}
+
+interface DayHoursRow {
+  dayOfWeek: Weekday;
+  isClosed: boolean;
+  opensAtMinutes: number | null;
+  closesAtMinutes: number | null;
+}
+
+function formatMinutes(minutes: number): string {
+  const h = Math.floor(minutes / 60);
+  const m = minutes % 60;
+  return `${String(h).padStart(2, "0")}:${String(m).padStart(2, "0")}`;
+}
+
+/**
+ * Purely presentational (read-only "open now?" label for the home page)
+ * — not part of the booking engine's own open/closed check, which
+ * AvailabilityService already performs independently as a real booking
+ * rule. This is display-only, so it lives here rather than in
+ * services/scheduling.
+ */
+export function computeOpeningStatus(hours: DayHoursRow[], timezone: string): OpeningStatus {
+  const today = todayIn(timezone);
+  const weekday = weekdayOf(today);
+  const todayHours = hours.find((h) => h.dayOfWeek === weekday);
+
+  if (!todayHours || todayHours.isClosed || todayHours.opensAtMinutes === null || todayHours.closesAtMinutes === null) {
+    return { isOpen: false, label: "Closed today" };
+  }
+
+  const nowMinutes = minutesFromMidnight(new Date(), timezone);
+  const isOpen = nowMinutes >= todayHours.opensAtMinutes && nowMinutes < todayHours.closesAtMinutes;
+
+  return {
+    isOpen,
+    label: isOpen ? `Open until ${formatMinutes(todayHours.closesAtMinutes)}` : `Closed · Opens ${formatMinutes(todayHours.opensAtMinutes)}`,
+  };
+}
diff --git a/src/lib/calendar/__tests__/ics.test.ts b/src/lib/calendar/__tests__/ics.test.ts
new file mode 100644
index 0000000..cb4cd4c
--- /dev/null
+++ b/src/lib/calendar/__tests__/ics.test.ts
@@ -0,0 +1,94 @@
+import { describe, expect, it } from "vitest";
+import { generateAppointmentIcs } from "../ics";
+
+const BASE_INPUT = {
+  appointmentId: "appt_123",
+  businessName: "Blake Heritage Barbershop",
+  businessAddress: "79 Joel Street, HA6 1LW",
+  staffName: "Marcus Reed",
+  serviceNames: ["Haircut & Style"],
+  startAt: new Date("2026-08-10T09:00:00.000Z"),
+  endAt: new Date("2026-08-10T09:30:00.000Z"),
+};
+
+describe("generateAppointmentIcs", () => {
+  it("produces a well-formed VCALENDAR/VEVENT block", () => {
+    const ics = generateAppointmentIcs(BASE_INPUT);
+    expect(ics).toMatch(/^BEGIN:VCALENDAR\r\n/);
+    expect(ics).toContain("BEGIN:VEVENT\r\n");
+    expect(ics).toContain("END:VEVENT\r\n");
+    expect(ics.trimEnd()).toMatch(/END:VCALENDAR$/);
+  });
+
+  it("formats DTSTART/DTEND as UTC instants regardless of local time zone", () => {
+    const ics = generateAppointmentIcs(BASE_INPUT);
+    expect(ics).toContain("DTSTART:20260810T090000Z");
+    expect(ics).toContain("DTEND:20260810T093000Z");
+  });
+
+  it("includes a UID derived from the appointment id, stable across re-generation", () => {
+    const first = generateAppointmentIcs(BASE_INPUT);
+    const second = generateAppointmentIcs(BASE_INPUT);
+    const uidPattern = /UID:appt_123@nextchair/;
+    expect(first).toMatch(uidPattern);
+    expect(second).toMatch(uidPattern);
+  });
+
+  it("combines multiple service names in the summary and description", () => {
+    const ics = generateAppointmentIcs({ ...BASE_INPUT, serviceNames: ["Haircut & Style", "Beard Trim"] });
+    expect(ics).toContain("SUMMARY:Haircut & Style + Beard Trim at Blake Heritage Barbershop");
+    expect(ics).toContain("Services: Haircut & Style\\, Beard Trim");
+  });
+
+  it("escapes commas, semicolons, and backslashes per RFC 5545", () => {
+    const ics = generateAppointmentIcs({
+      ...BASE_INPUT,
+      businessName: "Sam's Cuts; Trims, & More\\Co",
+    });
+    // Escaped backslash first, then semicolon, then comma — order matters so
+    // the escaping backslashes themselves don't get re-escaped.
+    expect(ics).toContain("Sam's Cuts\\; Trims\\, & More\\\\Co");
+  });
+
+  it("escapes newlines in notes as literal \\n rather than breaking the content line", () => {
+    const ics = generateAppointmentIcs({ ...BASE_INPUT, notes: "Line one\nLine two" });
+    expect(ics).toContain("Line one\\nLine two");
+    // No raw, unescaped newline should appear inside the DESCRIPTION value itself.
+    const descriptionLine = ics.split("\r\n").find((l) => l.startsWith("DESCRIPTION"));
+    expect(descriptionLine).toBeDefined();
+  });
+
+  it("omits the Notes line entirely when there are no notes", () => {
+    const ics = generateAppointmentIcs(BASE_INPUT);
+    expect(ics).not.toContain("Notes:");
+  });
+
+  it("falls back to just the business name when no address is given", () => {
+    const ics = generateAppointmentIcs({ ...BASE_INPUT, businessAddress: undefined });
+    expect(ics).toContain("LOCATION:Blake Heritage Barbershop");
+  });
+
+  it("folds content lines longer than 75 octets per RFC 5545", () => {
+    const longNotes = "N".repeat(200);
+    const ics = generateAppointmentIcs({ ...BASE_INPUT, notes: longNotes });
+    const rawLines = ics.split("\r\n");
+    // No single physical line (before folding continuation) should exceed 75 octets.
+    for (const line of rawLines) {
+      expect(line.length).toBeLessThanOrEqual(75);
+    }
+    // Continuation lines start with a single space, per the spec.
+    const descriptionStart = rawLines.findIndex((l) => l.startsWith("DESCRIPTION"));
+    expect(rawLines[descriptionStart + 1]?.startsWith(" ")).toBe(true);
+  });
+
+  it("uses CRLF line endings throughout", () => {
+    const ics = generateAppointmentIcs(BASE_INPUT);
+    expect(ics.includes("\r\n")).toBe(true);
+    // Every bare \n should be immediately preceded by \r.
+    for (let i = 0; i < ics.length; i++) {
+      if (ics[i] === "\n") {
+        expect(ics[i - 1]).toBe("\r");
+      }
+    }
+  });
+});
diff --git a/src/lib/calendar/ics.ts b/src/lib/calendar/ics.ts
new file mode 100644
index 0000000..ef72038
--- /dev/null
+++ b/src/lib/calendar/ics.ts
@@ -0,0 +1,89 @@
+/**
+ * RFC 5545 (.ics) generation — provider-independent, works with every
+ * calendar app without any Google/Apple API access, per the Phase 4
+ * brief ("Do not require Google Calendar API access for the basic
+ * feature"). Pure string formatting, no I/O — the caller (a route
+ * handler) supplies already-validated, already-loaded data.
+ *
+ * Time zone handling: DTSTART/DTEND are emitted as UTC instants
+ * (`YYYYMMDDTHHMMSSZ`). This is the simplest *correct* approach — every
+ * calendar app converts a UTC-suffixed time to the viewer's own local
+ * time zone automatically, so there's no VTIMEZONE block to get wrong
+ * and no ambiguity around DST for whoever's viewing the event.
+ */
+
+export interface AppointmentIcsInput {
+  appointmentId: string;
+  businessName: string;
+  businessAddress?: string;
+  staffName: string;
+  serviceNames: string[];
+  startAt: Date;
+  endAt: Date;
+  notes?: string;
+}
+
+function pad(n: number, width = 2): string {
+  return String(n).padStart(width, "0");
+}
+
+function formatUtc(date: Date): string {
+  return (
+    `${date.getUTCFullYear()}${pad(date.getUTCMonth() + 1)}${pad(date.getUTCDate())}` +
+    `T${pad(date.getUTCHours())}${pad(date.getUTCMinutes())}${pad(date.getUTCSeconds())}Z`
+  );
+}
+
+/** Escapes text per RFC 5545 §3.3.11 — backslash, semicolon, comma, then newlines. Order matters: backslash must be escaped first, or the escaping backslashes we add for the other characters would themselves get re-escaped. */
+function escapeText(value: string): string {
+  return value.replace(/\\/g, "\\\\").replace(/;/g, "\\;").replace(/,/g, "\\,").replace(/\r\n|\r|\n/g, "\\n");
+}
+
+/** Folds a content line at 75 octets per RFC 5545 §3.1, continuation lines prefixed with a single space. */
+function foldLine(line: string): string {
+  const CRLF_FOLD = "\r\n ";
+  if (line.length <= 75) return line;
+
+  const chunks: string[] = [];
+  let rest = line;
+  let first = true;
+  while (rest.length > 0) {
+    const limit = first ? 75 : 74; // continuation lines lose one column to the leading space
+    chunks.push(rest.slice(0, limit));
+    rest = rest.slice(limit);
+    first = false;
+  }
+  return chunks.join(CRLF_FOLD);
+}
+
+export function generateAppointmentIcs(input: AppointmentIcsInput): string {
+  const summary = escapeText(`${input.serviceNames.join(" + ")} at ${input.businessName}`);
+  const descriptionParts = [
+    `Barber: ${input.staffName}`,
+    `Services: ${input.serviceNames.join(", ")}`,
+    `Booking reference: ${input.appointmentId}`,
+  ];
+  if (input.notes) descriptionParts.push(`Notes: ${input.notes}`);
+  const description = escapeText(descriptionParts.join("\n"));
+  const location = input.businessAddress ? escapeText(`${input.businessName}, ${input.businessAddress}`) : escapeText(input.businessName);
+
+  const lines = [
+    "BEGIN:VCALENDAR",
+    "VERSION:2.0",
+    "PRODID:-//NextChair//Booking//EN",
+    "CALSCALE:GREGORIAN",
+    "METHOD:PUBLISH",
+    "BEGIN:VEVENT",
+    `UID:${input.appointmentId}@nextchair`,
+    `DTSTAMP:${formatUtc(new Date())}`,
+    `DTSTART:${formatUtc(input.startAt)}`,
+    `DTEND:${formatUtc(input.endAt)}`,
+    `SUMMARY:${summary}`,
+    `DESCRIPTION:${description}`,
+    `LOCATION:${location}`,
+    "END:VEVENT",
+    "END:VCALENDAR",
+  ];
+
+  return lines.map(foldLine).join("\r\n") + "\r\n";
+}
diff --git a/src/proxy.ts b/src/proxy.ts
index 4ece5a1..29b30fd 100644
--- a/src/proxy.ts
+++ b/src/proxy.ts
@@ -2,7 +2,13 @@ import NextAuth from "next-auth";
 import { NextResponse } from "next/server";
 import { authConfig } from "@/auth.config";
 
-const PROTECTED_PREFIXES = ["/home", "/appointments", "/settings", "/staff", "/owner"];
+// /home, /appointments and /settings are intentionally NOT hard-gated here
+// as of Phase 4 — Home must work for guests (public business browsing +
+// booking), and /appointments and /settings each show their own friendly
+// in-context sign-in prompt for a guest rather than a silent redirect with
+// no explanation. Only /staff and /owner remain hard-gated: those are
+// permission-based tooling with no meaningful "guest" experience at all.
+const PROTECTED_PREFIXES = ["/staff", "/owner"];
 
 // Lightweight instance built from the DB-free config — see auth.config.ts.
 // Next.js 16 renamed this file convention from `middleware` to `proxy`
diff --git a/src/services/customer/customer.service.ts b/src/services/customer/customer.service.ts
new file mode 100644
index 0000000..c7611ed
--- /dev/null
+++ b/src/services/customer/customer.service.ts
@@ -0,0 +1,120 @@
+import type { PrismaClient } from "@/generated/prisma/client";
+import type { GuestDetails } from "@/lib/booking-draft/schema";
+
+/**
+ * New in Phase 4 — anticipated by the Phase 3 brief's list of future
+ * domain services ("LoyaltyService, NotificationService, CustomerService,
+ * StaffService..."). Owns exactly one thing: resolving *which*
+ * CustomerProfile a booking belongs to. Nothing about availability,
+ * scheduling, or booking rules — those stay in the Phase 3 services this
+ * one is called alongside, never duplicated.
+ *
+ * ── Guest matching rules (documented per the Phase 4 brief) ──
+ *
+ * 1. Authenticated caller → always their own CustomerProfile (via
+ *    User.customerProfile), created on first booking if it doesn't exist
+ *    yet. No email/phone matching happens at all for an authenticated
+ *    caller — their identity is already established by the session, so
+ *    there is no ambiguity to resolve.
+ *
+ * 2. Guest caller (no session) → search for an existing REUSABLE guest
+ *    profile: `isGuest = true` AND `userId IS NULL` AND email matches
+ *    (case-insensitive) AND phone matches exactly. Both identifiers must
+ *    match — a single weak identifier (email alone, phone alone) is
+ *    never sufficient, so two different guests who happen to share an
+ *    email (a shared household inbox) or a phone number never collide
+ *    into the same profile from a partial match.
+ *
+ * 3. A guest is NEVER matched against a profile that has `userId` set
+ *    (i.e. a registered customer's profile) — that would attach a guest
+ *    booking to a real account without any verification, which the brief
+ *    explicitly forbids. Registered-customer profiles are simply outside
+ *    the guest search space.
+ *
+ * 4. No match found → create a new guest CustomerProfile
+ *    (`isGuest: true`, `userId: null`). Existing-profile fields are never
+ *    overwritten on reuse (case 2) — if a returning guest typoed their
+ *    name differently this time, that's a data-quality nuance for a
+ *    later phase, not something this function silently "fixes" by
+ *    guessing which version is correct.
+ *
+ * Full account claiming (a guest later creating an account and having
+ * their past guest bookings attached to it) is explicitly out of scope
+ * for this phase — see docs/phase-4-summary.md.
+ */
+
+export interface ResolveCustomerParams {
+  businessId: string;
+  /** Present for an authenticated caller. */
+  userId?: string;
+  /** Present for a guest caller. Ignored if `userId` is provided. */
+  guest?: GuestDetails;
+}
+
+export interface ResolvedCustomer {
+  customerId: string;
+  isNewProfile: boolean;
+}
+
+export async function resolveCustomerForBooking(
+  prisma: PrismaClient,
+  params: ResolveCustomerParams,
+): Promise<ResolvedCustomer> {
+  if (params.userId) {
+    return resolveAuthenticatedCustomer(prisma, params.userId);
+  }
+  if (params.guest) {
+    return resolveGuestCustomer(prisma, params.guest);
+  }
+  throw new Error("resolveCustomerForBooking: either userId or guest details are required.");
+}
+
+async function resolveAuthenticatedCustomer(prisma: PrismaClient, userId: string): Promise<ResolvedCustomer> {
+  const existing = await prisma.customerProfile.findUnique({ where: { userId } });
+  if (existing) return { customerId: existing.id, isNewProfile: false };
+
+  const user = await prisma.user.findUniqueOrThrow({ where: { id: userId } });
+  const [firstName, ...rest] = (user.name ?? "").trim().split(/\s+/).filter(Boolean);
+
+  const created = await prisma.customerProfile.create({
+    data: {
+      userId,
+      firstName: firstName || "Customer",
+      lastName: rest.join(" ") || "",
+      email: user.email ?? "",
+      phone: user.phone ?? undefined,
+      isGuest: false,
+    },
+  });
+  return { customerId: created.id, isNewProfile: true };
+}
+
+async function resolveGuestCustomer(prisma: PrismaClient, guest: GuestDetails): Promise<ResolvedCustomer> {
+  // Case-insensitive email matching without Prisma's `mode: "insensitive"`
+  // filter — that option is Postgres/MongoDB-only, not MySQL, which would
+  // break this query silently (or fail) after a provider swap. Normalizing
+  // case in application code instead keeps the comparison a plain equality
+  // check, portable across both.
+  const normalizedEmail = guest.email.trim().toLowerCase();
+
+  const existing = await prisma.customerProfile.findFirst({
+    where: {
+      userId: null,
+      isGuest: true,
+      email: normalizedEmail,
+      phone: guest.phone,
+    },
+  });
+  if (existing) return { customerId: existing.id, isNewProfile: false };
+
+  const created = await prisma.customerProfile.create({
+    data: {
+      firstName: guest.firstName,
+      lastName: guest.lastName,
+      email: normalizedEmail,
+      phone: guest.phone,
+      isGuest: true,
+    },
+  });
+  return { customerId: created.id, isNewProfile: true };
+}
diff --git a/src/services/reviews/__tests__/reviews.service.test.ts b/src/services/reviews/__tests__/reviews.service.test.ts
new file mode 100644
index 0000000..3b8fe45
--- /dev/null
+++ b/src/services/reviews/__tests__/reviews.service.test.ts
@@ -0,0 +1,44 @@
+import { afterEach, describe, expect, it } from "vitest";
+import { createDemoReviewsProvider, getBusinessReviews, setReviewsProvider } from "../reviews.service";
+import type { BusinessReviewSummary, ReviewsProvider } from "../reviews.service";
+
+describe("reviews.service", () => {
+  afterEach(() => {
+    setReviewsProvider(createDemoReviewsProvider());
+  });
+
+  it("returns demo data labelled as such by default", async () => {
+    const result = await getBusinessReviews("any-business-id");
+    expect(result.isDemoData).toBe(true);
+    expect(result.reviews.length).toBeGreaterThan(0);
+    expect(result.averageRating).toBeGreaterThanOrEqual(1);
+    expect(result.averageRating).toBeLessThanOrEqual(5);
+    expect(result.totalReviews).toBeGreaterThan(0);
+  });
+
+  it("every demo review has a rating within 1–5", async () => {
+    const result = await getBusinessReviews("any-business-id");
+    for (const review of result.reviews) {
+      expect(review.rating).toBeGreaterThanOrEqual(1);
+      expect(review.rating).toBeLessThanOrEqual(5);
+    }
+  });
+
+  it("can be swapped for a different provider without callers changing", async () => {
+    const fakeSummary: BusinessReviewSummary = {
+      averageRating: 4.2,
+      totalReviews: 7,
+      reviews: [],
+      isDemoData: false,
+    };
+    const fakeProvider: ReviewsProvider = {
+      async getBusinessReviews() {
+        return fakeSummary;
+      },
+    };
+
+    setReviewsProvider(fakeProvider);
+    const result = await getBusinessReviews("any-business-id");
+    expect(result).toEqual(fakeSummary);
+  });
+});
diff --git a/src/services/reviews/reviews.service.ts b/src/services/reviews/reviews.service.ts
new file mode 100644
index 0000000..cdf41b2
--- /dev/null
+++ b/src/services/reviews/reviews.service.ts
@@ -0,0 +1,76 @@
+/**
+ * Reviews behind a provider abstraction, per the Phase 4 brief — a real
+ * Google Places/Business Profile integration can implement this same
+ * interface later without any caller (Customer Home, etc.) changing.
+ * Backed by clearly-labelled demo data for now; no schema/DB involvement,
+ * per the Phase 1 plan's recommendation to treat reviews as an external,
+ * cached read rather than a first-party entity.
+ */
+
+export interface ReviewItem {
+  id: string;
+  authorName: string;
+  rating: number; // 1–5
+  text: string;
+  relativeDate: string; // pre-formatted, e.g. "2 weeks ago" — a real provider would supply this directly
+}
+
+export interface BusinessReviewSummary {
+  averageRating: number;
+  totalReviews: number;
+  reviews: ReviewItem[];
+  /** True for the demo provider — callers should visibly label the data as such (see Customer Home). */
+  isDemoData: boolean;
+}
+
+export interface ReviewsProvider {
+  getBusinessReviews(businessId: string): Promise<BusinessReviewSummary>;
+}
+
+const DEMO_REVIEWS: ReviewItem[] = [
+  {
+    id: "demo-1",
+    authorName: "Daniel R.",
+    rating: 5,
+    text: "Best skin fade I've had in years. Booked online in under a minute.",
+    relativeDate: "2 weeks ago",
+  },
+  {
+    id: "demo-2",
+    authorName: "Priya K.",
+    rating: 5,
+    text: "Great atmosphere and the loyalty card is a nice touch.",
+    relativeDate: "1 month ago",
+  },
+  {
+    id: "demo-3",
+    authorName: "Marcus T.",
+    rating: 4,
+    text: "Solid haircut, a little wait past my appointment time.",
+    relativeDate: "1 month ago",
+  },
+];
+
+class DemoReviewsProvider implements ReviewsProvider {
+  async getBusinessReviews(_businessId: string): Promise<BusinessReviewSummary> {
+    const totalReviews = 1142; // matches the figure shown in templates/15
+    const averageRating = 5.0;
+    return { averageRating, totalReviews, reviews: DEMO_REVIEWS, isDemoData: true };
+  }
+}
+
+/** Exposed so tests can restore the default provider after swapping it — see reviews.service.test.ts. */
+export function createDemoReviewsProvider(): ReviewsProvider {
+  return new DemoReviewsProvider();
+}
+
+let provider: ReviewsProvider = new DemoReviewsProvider();
+
+/** Swap the provider (e.g. in a future Google-backed implementation, or a test double) without touching any caller. */
+export function setReviewsProvider(next: ReviewsProvider): void {
+  provider = next;
+}
+
+export async function getBusinessReviews(businessId: string): Promise<BusinessReviewSummary> {
+  return provider.getBusinessReviews(businessId);
+}
diff --git a/src/services/scheduling/__tests__/fixtures.ts b/src/services/scheduling/__tests__/fixtures.ts
index 0023ab1..8e124fa 100644
--- a/src/services/scheduling/__tests__/fixtures.ts
+++ b/src/services/scheduling/__tests__/fixtures.ts
@@ -156,7 +156,26 @@ export async function createTestCustomer(business: TestBusiness): Promise<{ cust
   return { customerId: user.customerProfile!.id, userId: user.id };
 }
 
+/** A guest CustomerProfile — no linked User, matching the shape CustomerService's guest-matching creates. */
+export async function createTestGuestCustomer(
+  overrides: { email?: string; phone?: string } = {},
+): Promise<{ customerId: string; email: string; phone: string }> {
+  const email = overrides.email ?? `${uniqueId("guest")}@test.local`;
+  const phone = overrides.phone ?? `+44 7700 ${Math.floor(100000 + Math.random() * 900000)}`;
+  const created = await prisma.customerProfile.create({
+    data: { firstName: "Guest", lastName: "Customer", email, phone, isGuest: true },
+  });
+  return { customerId: created.id, email, phone };
+}
+
 export async function cleanupTestBusiness(business: TestBusiness): Promise<void> {
+  // Appointment.staff is onDelete: Restrict (see prisma/schema.prisma) — a
+  // deliberate production safeguard against deleting a staff member with
+  // appointment history, but it also blocks Business's own cascade delete
+  // to StaffProfile whenever a test actually booked something. Clearing
+  // appointments first lets that cascade complete instead of the business
+  // delete silently failing and leaking a "Test Barbershop" row per run.
+  await prisma.appointment.deleteMany({ where: { businessId: business.businessId } }).catch(() => {});
   await prisma.business.delete({ where: { id: business.businessId } }).catch(() => {});
   if (business.createdUserIds.length > 0) {
     await prisma.user.deleteMany({ where: { id: { in: business.createdUserIds } } }).catch(() => {});
diff --git a/src/services/scheduling/booking.service.ts b/src/services/scheduling/booking.service.ts
index 5ace010..e50b046 100644
--- a/src/services/scheduling/booking.service.ts
+++ b/src/services/scheduling/booking.service.ts
@@ -186,7 +186,16 @@ export async function rescheduleBooking(prisma: PrismaClient, input: RescheduleB
 
 export interface CancelBookingInput {
   appointmentId: string;
-  cancelledByUserId: string;
+  /**
+   * Omit for a guest customer cancelling their own booking — a guest
+   * CustomerProfile has no linked User (see prisma/schema.prisma), so
+   * there's nothing to attribute the cancellation to beyond the
+   * appointment record itself. Widened from required to optional in
+   * Phase 4 (a genuine missing capability found while building guest
+   * self-service cancellation, not a redesign) — every existing caller
+   * that already passes a userId is unaffected.
+   */
+  cancelledByUserId?: string;
   reason?: string;
 }
 
diff --git a/vitest.config.mts b/vitest.config.mts
index 719a4c2..c858a3d 100644
--- a/vitest.config.mts
+++ b/vitest.config.mts
@@ -8,6 +8,7 @@ export default defineConfig({
     // Unit tests (no DB) run by default via `npm test`. Integration tests
     // (real Postgres required) are named `*.integration.test.ts` and only
     // run via `npm run test:integration` — see docs/phase-3-summary.md.
-    exclude: ["node_modules/**", ".next/**", "templates/**", "**/*.integration.test.ts"],
+    // e2e/ is Playwright's own suite (`npm run test:e2e`), not Vitest's.
+    exclude: ["node_modules/**", ".next/**", "templates/**", "e2e/**", "**/*.integration.test.ts"],
   },
 });