Effective Date: [Insert Date]
These Customer Terms of Service (“Terms”) govern your access to and use of the Glam-On Call mobile and web platform (“Glam-On Call”, “Glam”, “we”, “us”, or “our”).
By creating an account, booking a service, or using any feature of Glam, you agree to these Terms, our Privacy Policy, and all applicable laws of the Republic of Kenya.
If you do not agree, you must not use the Platform.
1.1 Glam-On Call is a digital marketplace that connects customers (“you”, “User”, “Customer”) with independent beauty and wellness professionals (“Professionals”).
1.2 Glam-On Call does not provide beauty or wellness services. All services are performed solely by independent Professionals who are not employees, contractors, or agents of Glam.
1.3 Through the Platform, we facilitate:
browsing and booking of services,
secure communication with Professionals, and
a transparent two-step M-Pesa payment process (Section 4).
1.4 Glam is not responsible for the performance, quality, safety, or outcome of services delivered by Professionals.
2.1 You must be at least 18 years old to create an account.
2.2 Users aged 13–17 may use Glam only with the consent and supervision of a parent or guardian, who assumes full responsibility for the minor’s use.
2.3 Certain services may include age, health, or safety restrictions that you must comply with.
2.4 You agree to provide accurate, complete, and current registration information.
2.5 You are responsible for safeguarding your login credentials and all activity under your account.
2.6 Glam is not liable for unauthorized access resulting from your failure to secure your account.
3.1 All bookings must be made directly through the Glam platform.
Off-platform transactions, payments, or engagements are strictly prohibited.
3.2 When you book a service, you enter into a direct contract with the Professional performing the service.
3.3 You must provide accurate details at booking, including location, access instructions, and any relevant health or safety information.
3.4 You must ensure the service environment is safe, clean, and suitable.
3.5 A Professional may refuse or discontinue a service if:
the environment is unsafe or unsanitary,
the information provided was inaccurate, or
they experience harassment, abuse, or inappropriate conduct.
3.6 If you are more than 15 minutes late, the Professional may treat the booking as a cancellation, and you may be liable for the full round-trip transport reimbursement.
4.1 All payments are completed immediately after service delivery through our secure two-step M-Pesa STK Push system.
4.2 The price displayed at the time of booking is final and includes all applicable charges.
4.3 For transparency and regulatory compliance, your payment is split into two M-Pesa prompts:
Paid to Glam’s registered Paybill.
Covers booking facilitation, customer support, platform technology, and operating costs.
Paid directly to the Professional for the service performed.
4.4 A booking is considered fully paid only when both prompts are completed successfully.
4.5 Glam does not hold, manage, or control the Professional’s earnings.
Professionals are responsible for any taxes arising from their income.
4.6 If one portion fails:
Glam may retry the payment,
the successful portion may be reversed (subject to M-Pesa rules), and/or
the booking may be marked as unpaid.
4.7 You authorize Glam to issue these prompts as part of the confirmed booking process.
4.8 Repeated payment failures, reversals, or disputes may result in account suspension.
5.1 Cancellations must be made through the Platform.
5.2 Standard cancellation policy:
More than 12 hours before the appointment → 100% refund
3–12 hours before → 50% refund
Less than 3 hours before → no refund + full round-trip transport reimbursement
5.3 If the Professional has already begun travel (verified via GPS or app status), you will reimburse the full round-trip transport amount displayed at booking.
5.4 If a Professional cancels or fails to show up, you may choose:
a full refund, or
free rescheduling at no extra cost.
You may also receive a courtesy credit at Glam’s discretion.
5.5 Eligible refunds are processed within:
3 business days for Portion 1/2 (Platform Fee), and
up to 7 business days for Portion 2/2 (Professional Fee).
5.6 Refunds of the Professional’s fee (Portion 2/2) are handled directly by the Professional unless required otherwise by law.
6.1 You must treat Professionals with courtesy, respect, and professionalism at all times.
6.2 The following conduct is strictly prohibited:
physical or verbal abuse
harassment, threats, or intimidation
sexual comments, advances, or inappropriate requests
discrimination of any form
recording or photographing a Professional without explicit consent
requesting off-platform services or payments
6.3 Any violation may result in immediate suspension or permanent account termination.
7.1 By posting reviews, comments, or other content on the Platform, you grant Glam a worldwide, royalty-free, perpetual license to use, display, and publish such content.
7.2 You represent that your submissions are truthful, lawful, and do not infringe third-party rights.
7.3 Glam may remove any content deemed misleading, unlawful, defamatory, or inappropriate.
8.1 Glam processes personal data in accordance with the Kenya Data Protection Act (2019) and our Privacy Policy.
8.2 Your name, phone number, and location may be shared with Professionals only for service fulfilment.
8.3 We implement reasonable technical and organizational measures to protect your information.
8.4 By using the Platform, you consent to the collection and processing of your data as described.
9.1 You may request account closure at any time.
9.2 Glam may suspend or terminate your account without notice for:
breach of these Terms,
fraudulent or abusive behavior,
repeated payment issues or reversals,
harassment of Professionals or other Users,
activities harmful to the Platform or community.
9.3 Termination does not remove any outstanding payment obligations.
10.1 Glam is a technology facilitator only and does not provide services.
10.2 To the fullest extent permitted by Kenyan law, Glam is not liable for:
personal injury or property damage,
service outcomes or dissatisfaction,
delays, cancellations, or service interruptions,
acts or omissions of Professionals,
force majeure events.
10.3 In all cases, Glam’s maximum liability shall not exceed the Platform Fee (Portion 1/2) paid for the booking in question.
10.4 Nothing in these Terms excludes liability where such exclusion is prohibited by law.
11.1 Service-related issues should first be addressed directly with the Professional.
11.2 Glam may support dispute mediation but does not guarantee resolution.
11.3 Disputes involving Glam shall first be submitted to support@glamoncall.ke.
If unresolved within 14 days, the matter shall be referred to mediation under the Nairobi Centre for International Arbitration (NCIA) Rules before any court action.
12.1 Glam may update these Terms periodically. Material changes will be communicated through in-app notification, SMS, or email at least 7 days before they take effect.
12.2 Continued use after the effective date constitutes acceptance of the revised Terms.
These Terms are governed by the laws of the Republic of Kenya.
Disputes shall be subject to the exclusive jurisdiction of Kenyan courts unless consumer protection laws require otherwise.
If any provision of these Terms is found unenforceable, the remaining provisions remain in full effect.
Glam is not liable for delays or failures caused by events outside its reasonable control, including internet outages, power failures, civil unrest, government restrictions, or natural disasters.
For support or data-related queries:
Email: support@glamoncall.ke
Phone: +254 7XX XXX XXX