Terms of Service

By creating an account, making or accepting a booking, or otherwise using the Platform, you confirm that you have read, understood and agree to be bound by these Terms and our Privacy Policy. These Terms apply to all users.

• “Customer” — a person who requests or books services through the Platform.
• “Professional” — an independent service provider listed on the Platform who has been vetted by GoGlow.
• “Services” — the beauty, grooming and wellness services performed by Professionals.
• “Booking” — a request for Services made through the Platform.

You must be at least 18 years old and able to form a binding contract to use the Platform. By using it you represent that you meet these requirements and that the information you provide is accurate.

GoGlow provides a platform that connects Customers with independent Professionals, and tools for discovery, booking, pricing and payment. We vet Professionals and require them to meet the GoGlow Standard and code of conduct.

Independent providers. While we hold every Professional to the GoGlow Standard and stand behind your experience, each Professional is an independent provider responsible for the Services they personally deliver. Professionals are not employees, agents or partners of GoGlow, and GoGlow does not control the manner or means by which a Professional performs a Service. GoGlow is not itself a licensed provider of the underlying Services.

Any satisfaction promise or “guarantee” we may offer is a discretionary goodwill measure (such as a re-do or account credit at our option) and does not constitute a warranty or expand our liability under these Terms.

You are responsible for keeping your account details and password confidential and for all activity under your account. Provide accurate information and keep it up to date. Tell us immediately of any unauthorised use. We may refuse, suspend or close accounts at our discretion, including for suspected fraud or breach of these Terms.

A Booking is a request to receive Services at a stated time and place. Prices are shown before you confirm, and may be set from our catalogue or by the Professional. Where the Platform allows price offers/negotiation, an agreed price becomes payable once accepted. You are responsible for providing a safe, lawful and suitable environment for the Service to be performed.

Payment is made using the methods we make available (currently M-Pesa). You agree to pay the full amount due for a Booking. GoGlow earns a commission/service fee on transactions facilitated through the Platform, which may be deducted from the amount paid to the Professional or added as a fee, as shown to you. You must not arrange payment or services off-platform to avoid fees (see “Prohibited conduct”). Taxes are your own responsibility where applicable.

You may cancel a Booking subject to any cancellation window we communicate. Late cancellations and no-shows may not be refundable and may incur a charge to cover the Professional’s time. Where a Service is not delivered or is materially deficient, contact us and we will review the matter in good faith; any remedy (re-do, partial or full refund, or credit) is provided at our reasonable discretion and in line with these Terms.

• Provide accurate booking, contact and location details.
• Be present (or ensure an adult is present) and provide safe, lawful access for the Professional.
• Treat Professionals with respect; harassment, abuse or unsafe conduct is not tolerated.
• Disclose any allergies, health conditions or sensitivities relevant to the Service.
• Pay for Services as agreed, through the Platform’s approved payment method.

If you use the Platform as a Professional, you additionally agree that:

• You are an independent provider, responsible for your own equipment, licensing, insurance, taxes and legal compliance.
• The information and documents you submit (including identity and qualifications) are true, and you consent to verification and background checks.
• You will meet the GoGlow Standard and code of conduct, deliver Services professionally, safely and hygienically, and honour confirmed Bookings.
• You are responsible for the Services you personally deliver and for any harm, loss or claim arising from your acts or omissions.
• You will not solicit or arrange bookings or payments off-platform to circumvent GoGlow’s fees, nor divert GoGlow customers.
• GoGlow may vet, rank, suspend, delist or remove you, and may withhold payouts for suspected fraud, misconduct or breach.
• You grant GoGlow the right to list your profile, name, specialty and work photos for the purpose of operating the Platform.

You must not: break the law or facilitate illegal activity; provide false information or impersonate others; harass, threaten, discriminate against or harm any person; defraud or abuse the payment or promo systems; circumvent GoGlow by transacting off-platform to avoid fees; scrape, hack, disrupt or misuse the Platform; or post unlawful, defamatory or infringing content. Breach may result in suspension or removal and may make you liable for resulting losses (including fees avoided).

You are responsible for content you submit (reviews, messages, photos) and must ensure it is accurate, lawful and not defamatory or infringing. You grant GoGlow a non-exclusive, royalty-free licence to use such content to operate and promote the Platform. We may remove content that breaches these Terms.

We take reasonable steps to vet Professionals, but we do not guarantee, and are not responsible for, the acts, omissions, conduct, quality, timeliness, or safety of any Professional or Customer. The Platform connects independent people; you interact with other users, and receive or provide Services, at your own risk. You are responsible for exercising your own judgement about anyone you deal with through the Platform.

The Platform and Services are provided “as is” and “as available”, without warranties of any kind, whether express or implied, including any implied warranties of merchantability, fitness for a particular purpose, non-infringement, or that the Platform will be uninterrupted, error-free or secure, or that any Service will meet your expectations. Some warranties cannot be excluded under law; nothing in these Terms limits those.

To the maximum extent permitted by law, GoGlow, its owners, officers, employees and agents will not be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for loss of profits, revenue, data, goodwill or business, arising out of or relating to your use of (or inability to use) the Platform or any Services, whether based in contract, tort (including negligence) or otherwise, even if advised of the possibility.

To the maximum extent permitted by law, GoGlow’s total aggregate liability to you for any claim arising out of or relating to the Platform or a Service is limited to the greater of (a) the total amount you paid to GoGlow for the specific Booking giving rise to the claim, or (b) KES 5,000.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded, including liability for death or personal injury caused by our negligence, or for fraud.

You agree to indemnify, defend and hold harmless GoGlow and its owners, officers, employees and agents from and against any claims, liabilities, damages, losses and expenses (including reasonable legal fees) arising out of or connected with: (a) your use of the Platform; (b) your Bookings or the Services you provide or receive; (c) your breach of these Terms or of any law; or (d) your infringement of the rights of any third party.

The Platform relies on third-party services (for example M-Pesa/Safaricom for payments and mapping providers for location). Your use of those services is subject to their own terms, and GoGlow is not responsible for them.

We may suspend or terminate your access to the Platform at any time, with or without notice, if you breach these Terms, create risk or possible legal exposure for us, or for any lawful reason. You may stop using the Platform and request account closure at any time. Provisions that by their nature should survive (including liability, indemnity and dispute terms) will survive termination.

These Terms are governed by the laws of the Republic of Kenya. You agree to first attempt to resolve any dispute with us informally by contacting hello@goglow254.com. If it cannot be resolved, the dispute will be subject to the exclusive jurisdiction of the courts of Kenya.

We may update these Terms from time to time. We will post the updated version here with a new “last updated” date, and material changes may be notified to you. Your continued use of the Platform after changes take effect means you accept the revised Terms.

If any provision of these Terms is found unenforceable, the rest remain in effect. Our failure to enforce a provision is not a waiver. You may not assign your rights under these Terms without our consent; we may assign ours. These Terms, together with the Privacy Policy, are the entire agreement between you and GoGlow regarding the Platform.