\r\n
Effective Date: [Insert Date]
\r\nThese Customer Terms of Service (“Terms”) govern your access to and use of the Glam-On Call mobile and web platform (the “Platform”). By creating an account, booking a service, or otherwise using the Platform, you agree to be bound by these Terms, our Privacy Policy, and all applicable laws of the Republic of Kenya.
\r\nIf you do not agree with these Terms, you must not use the Platform.
\r\n1.1 Glam-On Call (“Glam”, “we”, “our”, “us”) is a technology platform that connects customers (“you”, “Customer”, “User”) with independent beauty and wellness professionals (“Professionals”).
1.2 Glam is not a beauty or wellness service provider. All services are performed exclusively by independent Professionals who are not employees, agents, or representatives of Glam.
1.3 The Platform facilitates:
browsing and booking of services;
\r\ncommunication between Customers and Professionals;
\r\nsecure payments through our two-step M-Pesa STK Push system (see Section 4).
\r\nGlam does not supervise, direct, or control the Professionals’ work.
\r\n2.1 You must be at least 18 years old to create an account and make bookings independently.
2.2 Users aged 13–17 may use the Platform only with parental or guardian consent; the guardian accepts full responsibility for the minor’s use.
2.3 Certain services may have specific age, health, or safety restrictions. Glam and the Professional may refuse service where requirements are not met.
2.4 You agree to provide accurate, current, and complete information during registration.
2.5 You are responsible for all activity under your account.
2.6 You must keep your login credentials secure. Glam is not liable for unauthorized access resulting from your failure to safeguard your account.
3.1 All bookings must be made through the Platform. Off-platform transactions are prohibited.
3.2 By booking, you enter into a direct service contract with the Professional.
3.3 You must provide accurate details of your service location, access instructions, and any relevant health, hygiene, or safety considerations.
3.4 You must ensure the service environment is safe, clean, and appropriate.
3.5 A Professional may refuse, pause, or discontinue service if the environment is unsafe, unsanitary, abusive, or materially different from what was indicated.
3.6 Availability Requirement: If you are not available within 15 minutes of the scheduled appointment time, the Professional may treat the booking as cancelled, and you will be liable for the full round-trip transport reimbursement.
4.1 All payments are processed immediately after service completion through Glam’s secure two-step M-Pesa STK Push system.
4.2 The price shown at the time of booking is the final price (inclusive of VAT where applicable).
4.3 Your payment is divided into two separate M-Pesa prompts, which together complete your booking:
Paid to Glam’s registered Paybill/Till.
Covers booking facilitation, customer support, technology services, and platform operations.
Paid directly to the Professional’s registered M-Pesa number for the service performed.
\r\n4.4 Both portions must be completed for the transaction to be considered successful.
4.5 Glam does not hold or manage the Professional’s earnings and is not responsible for their tax obligations.
4.6 If either prompt fails or is reversed, Glam may retry the payment or request an alternative payment method. Repeated failures may result in suspension of your account.
4.7 By booking a service, you authorize Glam to initiate these M-Pesa prompts.
5.1 You may cancel through the Platform, subject to the cancellation rules below.
5.2 Customer-Initiated Cancellation:
More than 12 hours before appointment: 100% refund
\r\n3–12 hours before: 50% refund
\r\nLess than 3 hours before: No refund + full round-trip transport reimbursement
5.3 If the Professional has already begun travel (verified through the Platform or GPS), you must pay the full round-trip transport cost shown at booking.
5.4 If the Professional cancels or does not arrive, you will receive:
full refund, and
\r\na KES 300 apology credit applied to your next booking.
5.5 Refunds for Portion 1/2 are processed within 3 business days.
5.6 Refunds for Portion 2/2 are managed directly by the Professional and must be completed within 7 business days, unless otherwise required by law.
5.7 Glam may mediate refund disputes but does not guarantee resolution.
6.1 You must treat Professionals respectfully and professionally.
6.2 Prohibited conduct includes, but is not limited to:
sexual harassment or inappropriate comments or requests;
\r\nphysical or verbal abuse;
\r\ndiscrimination of any kind;
\r\nfilming, photographing, or recording a Professional without explicit consent;
\r\nrequesting or soliciting off-platform services;
\r\nunsafe, unhygienic, or hostile environments.
6.3 Violations may result in immediate account suspension or termination.
7.1 By submitting reviews, feedback, or other content, you grant Glam a worldwide, royalty-free, perpetual license to use, reproduce, publish, or display such content.
7.2 You confirm that your content is truthful, lawful, and non-infringing.
7.3 Glam may remove any content that is false, abusive, defamatory, or unlawful.
8.1 Glam processes your personal data in accordance with the Kenya Data Protection Act, 2019, and our Privacy Policy.
8.2 Your data—including name, contact information, and location—will be shared with Professionals solely for service fulfillment.
8.3 You consent to such data processing by using the Platform.
8.4 You may exercise your data rights by contacting us (see Section 15).
9.1 You may request to close your account at any time.
9.2 Glam may suspend or terminate your account without notice for:
violation of these Terms;
\r\nharassment or endangerment of Professionals;
\r\nrepeated payment failures;
\r\nfraudulent, illegal, or harmful activity;
\r\nany action undermining the integrity of the Platform.
9.3 Any outstanding payments remain due upon termination.
10.1 Glam is a platform facilitator only. All services are performed by independent Professionals.
10.2 To the fullest extent permitted by Kenyan law, Glam is not liable for:
service performance or service outcomes;
\r\npersonal injury, property damage, or financial loss;
\r\ndelays, disruptions, or failures caused by factors beyond our control;
\r\nlosses arising from acts or omissions of Professionals.
10.3 IN NO EVENT SHALL GLAM’S TOTAL LIABILITY TO YOU EXCEED THE PLATFORM SERVICE PORTION (PORTION 1/2) PAID FOR THE BOOKING IN QUESTION.
11.1 Service-related disputes should first be addressed directly with the Professional.
11.2 Glam may assist in mediation at its discretion.
11.3 If a dispute with Glam remains unresolved after 14 days, it shall be referred to mediation under the Nairobi Centre for International Arbitration (NCIA) Rules before any party may initiate court proceedings.
12.1 Glam may amend these Terms from time to time.
12.2 Material changes will be communicated via app notification, email, or SMS at least 7 days before taking effect.
12.3 Continued use of the Platform constitutes acceptance of the revised Terms.
These Terms are governed by the laws of the Republic of Kenya.
Disputes arising under these Terms shall be subject to the exclusive jurisdiction of Kenyan courts, unless otherwise required by law.
If any part of these Terms is found invalid or unenforceable, the remaining provisions shall continue in full force and effect.
\r\nFor support, feedback, or to exercise your data rights:
📩 Email: support@glamoncall.ke
📞 Phone: +254 7XX XXX XXX