Terms and Conditions of Service

2.1 These Terms constitute a legally binding agreement between the Client and the Company.

2.2 The Client accepts these Terms by completing a Booking, making payment, ticking an acceptance box on the booking page, or otherwise proceeding with the purchase of Services.

2.3 If a Client does not agree to these Terms, the Client must not proceed with a Booking.

2.4 The Company reserves the right to amend these Terms from time to time. Updated Terms shall apply to future Bookings and shall be made available through the Company’s booking channels.

3.1 The Company provides massage and wellness services through independent professional Therapists.

3.2 Services may be provided at approved locations including:

• a. private residences;
• b. hotels and serviced apartments;
• c. offices and workplaces; and
• d. other locations accepted by the Company.

3.5 The Company reserves the right to determine which Services are available at particular locations and times.

3.6 The Company does not guarantee that a particular Therapist will be available for every Booking.

4.1 A Client making a Booking must be at least eighteen (18) years old.

4.2 The Company may require reasonable identification or additional information where necessary for security, verification, payment or regulatory purposes.

4.3 The Client shall provide accurate, complete and current information, including:

• a. full name;
• b. telephone number;
• c. email address where applicable;
• d. Booking Location;
• e. preferred date and time; and
• f. relevant health or safety information.

4.4 The Client shall be responsible for any loss, delay or inability to provide the Service arising from inaccurate or incomplete information supplied by the Client.

5.1 A Booking request does not constitute a confirmed appointment.

5.2 A Booking shall only become confirmed after:

• a. the Client has provided the required information;
• b. the full Service Fee has been paid; and
• c. the Company has issued or otherwise communicated confirmation of the Booking.

5.3 The Company may decline a Booking where:

• a. no suitable Therapist is available;
• b. the requested location is outside the Company’s service area;
• c. the requested time is unavailable;
• d. the Booking presents a safety or operational concern;
• e. payment cannot be verified; or
• f. the Company reasonably considers the Booking unsuitable for any other lawful reason.

5.4 The Company may assign or reassign a Therapist where reasonably necessary to fulfil a confirmed Booking.

6.3 Payment shall be made through the payment channels approved by the Company.

6.4 The Company shall be responsible for receiving and processing Client payments. Clients should not make payment directly to a Therapist unless expressly authorised by the Company.

6.5 The Company shall have no obligation to honour a Booking where payment is:

• a. incomplete;
• b. declined;
• c. reversed;
• d. disputed;
• e. subject to a chargeback; or
• f. otherwise incapable of verification.

6.6 The Company may use third-party payment processors and financial institutions to process payments. The Client acknowledges that additional terms imposed by such payment providers may apply.

6.7 Where applicable, bank charges, payment processing fees, currency conversion costs or similar charges attributable to a Client's payment method may be deducted from any amount refundable to the Client.

7.1 The applicable Service Fee shall be the price displayed or communicated by the Company at the time of Booking.

7.2 The Company reserves the right to change its prices at any time. Any change shall not affect a Booking that has already been confirmed and fully paid for.

7.3 Discounts, promotional codes, special offers and other incentives shall be subject to their respective terms.

7.4 Unless expressly stated otherwise:

• a. promotional offers cannot be exchanged for cash;
• b. promotional offers cannot be combined;
• c. promotional offers may have expiry dates; and
• d. promotional offers may not be transferred to another person.

7.5 The Company reserves the right to withdraw or cancel a promotional benefit where it has been obtained through fraud, misuse, technical error or breach of applicable promotional terms.

8.1 A Client may request cancellation or rescheduling of a confirmed Booking by contacting the Company through its designated communication channels.

8.2 Cancellation shall only be effective when acknowledged by the Company.

8.3 Where a refund is approved, the refund shall be subject to Clause 9.

8.4 Requests to reschedule shall be subject to Therapist availability and operational capacity.

8.5 A Client who repeatedly cancels or reschedules confirmed appointments may be required to make future Bookings subject to additional conditions or may have access to the Services restricted.

9.1 Where the Company approves a refund before the commencement of the Service, the Client shall forfeit twenty per cent (20%) of the total amount paid.

9.2 The remaining eighty per cent (80%) shall constitute the refundable amount, subject to any applicable payment processing, bank or transaction charges.

9.3 The twenty per cent (20%) deduction represents the Company’s administrative, booking, processing and related costs associated with the cancelled Booking.

9.4 Refunds shall ordinarily be processed through the original payment method.

9.5 The timing of the actual credit to the Client's account may depend on the relevant bank or payment processor.

9.6 No refund shall ordinarily be payable after the Service has commenced.

9.7 Where the Company is unable to provide a confirmed Service for reasons attributable to the Company, the Client may be entitled to a full or appropriate refund, subject to the circumstances of the case.

9.8 Nothing in this Clause shall limit any mandatory refund or consumer rights that cannot lawfully be excluded under applicable Nigerian law.

10.1 The Client is expected to be available at the Booking Location at the agreed appointment time.

10.2 Where the Client is unavailable when the Therapist arrives, the Therapist shall contact the Client and notify the Company.

10.3 A reasonable waiting period may be allowed depending on the circumstances and operational requirements.

10.4 Where the Client fails to appear, fails to provide access to the Booking Location or cannot be contacted within a reasonable period, the Booking may be treated as a Client No-Show.

10.5 A Client No-Show may result in the Service being deemed cancelled and the Client's payment being non-refundable, subject to any rights available under applicable law.

10.6 Where a Client is repeatedly late or fails to attend confirmed appointments, the Company may require advance confirmation or impose reasonable booking restrictions on future appointments.

11.1 The Company shall use reasonable efforts to ensure that the assigned Therapist arrives at the agreed time.

11.2 Where a Therapist is delayed, the Company shall, where reasonably practicable, notify the Client.

11.3 Where the Company is unable to provide the Service due to Therapist unavailability, the Company may:

• a. assign another suitable Therapist;
• b. reschedule the Booking; or
• c. provide an appropriate refund where the Service cannot reasonably be provided.

11.4 The Company shall not be responsible for delays caused by circumstances beyond its reasonable control, including traffic, road closures, security incidents, severe weather, public emergencies or other Force Majeure Events.

12.1 The Client must provide accurate information regarding any condition or circumstance that may reasonably affect the safe provision of massage Services.

12.2 The Client should inform the Therapist before treatment of any relevant:

12.3 The Therapist may ask additional health-screening questions before commencing treatment.

12.4 The Company may refuse or discontinue a Service where the Therapist reasonably considers that continuing may pose a health or safety risk.

12.5 The Client remains responsible for seeking medical advice where the Client has concerns regarding whether massage therapy is appropriate.

13.1 By proceeding with a Booking, the Client acknowledges that massage therapy involves physical contact and voluntarily consents to the Service.

13.2 The Client shall immediately communicate any discomfort, pain or concern during treatment.

13.3 The Therapist may modify, discontinue or refuse a treatment where a contraindication is identified.

13.4 The Client shall not conceal information that may reasonably affect the safety of the treatment.

13.5 The Company shall not be responsible for complications arising from material health information that the Client knowingly withheld or inaccurately provided.

14.1 The Company is committed to maintaining a professional, respectful and safe environment for Clients and Therapists.

14.2 The Client shall treat the Therapist with dignity and respect.

14.3 The following conduct is strictly prohibited:

14.4 A Therapist may immediately discontinue a Service where the Client engages in prohibited conduct.

14.5 The Company may refuse future Bookings from a Client who breaches this Clause and may take appropriate legal or other action where necessary.

15.1 Where Services are provided at a Client's home or other private location, the Client is responsible for providing a reasonably safe and suitable environment.

15.2 The Client shall ensure that the Therapist has safe and lawful access to the Booking Location.

15.3 The Company or Therapist may refuse to enter or may leave a location where there is a reasonable concern regarding:

• a. violence or threats;
• b. illegal activity;
• c. weapons;
• d. excessive intoxication;
• e. unsafe physical conditions;
• f. inappropriate or sexual conduct; or
• g. any other circumstance presenting a reasonable safety risk.

15.4 No refund or compensation shall be payable to a Client where a Service is discontinued because of the Client's misconduct or an unsafe environment created or permitted by the Client, subject to applicable law.

16.1 Unless expressly approved by the Company, Services shall only be provided to the Client identified in the Booking.

16.2 Children and other persons shall not interfere with the Service or create an unsafe environment.

16.3 A Client shall not permit another person to receive the Service under the Client's Booking without prior approval from the Company.

17.1 Clients are responsible for securing their valuables and personal belongings before commencement of a Service.

17.2 The Company and Therapist shall not be responsible for loss of personal property where such loss does not result from their negligence or unlawful conduct.

17.3 Clients shall not leave valuable items unattended during a home visit.

18.1 The Company shall process Client personal data in accordance with the Nigeria Data Protection Act, 2023 and applicable data protection requirements.

18.2 Personal information may be collected and processed for purposes including:

• a. processing and managing Bookings;
• b. payment processing;
• c. communicating with Clients;
• d. providing Services;
• e. customer support;
• f. safety and incident management;
• g. compliance with legal obligations; and
• h. improving the Company's Services.

18.3 The Company shall implement reasonable technical and organisational measures to protect personal information against unauthorised access, loss, alteration or disclosure.

18.4 Client information shall not be sold or disclosed to third parties except where permitted or required by law, necessary to provide the Services, or otherwise authorised by the Client.

18.5 Where third-party service providers process Client information on behalf of the Company, the Company shall take reasonable steps to ensure appropriate confidentiality and data protection safeguards.

18.6 Clients may exercise applicable rights under the Nigeria Data Protection Act through the contact details provided by the Company.

19.1 By accepting these Terms, the Client expressly consents to the Company taking and using photographs, videos, audio recordings or other media containing the Client's image, likeness or voice for lawful business and promotional purposes, including advertising, social media, the Company’s website and other marketing materials.

19.2 The Client acknowledges that such media may be edited, reproduced, published and distributed by the Company for the purposes stated above.

19.3 The Client shall not be entitled to any additional payment, royalty or other compensation arising from the authorised use of such media.

19.4 The Client may withdraw this consent by giving written notice to the Company. Such withdrawal shall not affect the lawful use of any media already published or distributed before the Company receives the withdrawal notice.

20.1 The Company shall exercise reasonable care in arranging and providing the Services.

20.2 To the extent permitted by law, the Company shall not be liable for loss or damage arising from:

• a. inaccurate or incomplete information supplied by the Client;
• b. a Client's failure to disclose relevant medical information;
• c. a Client's failure to follow reasonable instructions;
• d. unsafe conditions created or permitted by the Client;
• e. events outside the Company’s reasonable control; or
• f. the independent acts or omissions of a Therapist where the Company has exercised reasonable care in engaging and assigning such Therapist.

20.3 Nothing in these Terms shall exclude or restrict liability which cannot lawfully be excluded or restricted under Nigerian law.

21.1 Clients are encouraged to report complaints or incidents to the Company as soon as reasonably practicable.

21.2 Complaints may relate to:

• a. service quality;
• b. Therapist conduct;
• c. safety;
• d. billing;
• e. Booking issues; or
• f. any other aspect of the Client's experience.

21.3 The Company shall review complaints fairly and may request additional information from the Client or Therapist.

21.4 Where necessary, the Company may temporarily suspend a Therapist from receiving further Bookings while an investigation is conducted.

21.5 The Client agrees to cooperate reasonably with any investigation.

22.1 Neither Party shall be liable for any failure or delay in performing its obligations where such failure or delay is caused by events beyond its reasonable control, including natural disasters, epidemics, pandemics, war, civil unrest, strikes, government actions or other unforeseen events.

22.2 The affected Party shall promptly notify the other Party and use reasonable efforts to minimise the effects of the Force Majeure Event.

22.3 Where a Force Majeure Event prevents the performance of a scheduled Service, the Booking may be rescheduled or cancelled in accordance with the Company’s applicable policies.

23.1 All trademarks, logos, designs, text, graphics, photographs, videos, software, content and other materials appearing on the Platform are owned by or licensed to the Company.

23.2 No Client may reproduce, copy, modify, distribute or commercially exploit any Company intellectual property without prior written permission.

23.3 The Client is granted a limited, non-exclusive and revocable right to access and use the Platform for personal, non-commercial purposes.

24.1 The Company maintains a zero-tolerance approach to fraudulent transactions and abuse of its Services.

24.2 The Company may suspend or cancel a Booking where it reasonably suspects:

• a. payment fraud;
• b. identity fraud;
• c. chargeback abuse;
• d. misuse of promotional offers;
• e. false information;
• f. attempts to circumvent the Company’s payment system; or
• g. other unlawful or dishonest conduct.

24.3 The Company may cooperate with law enforcement or other competent authorities where required or reasonably necessary.

25.1 The Platform may integrate with third-party services, including payment processors, communication providers, mapping services and technology providers.

25.2 The Company shall not be responsible for independent failures of third-party systems beyond its reasonable control.

25.3 Where applicable, the Client's use of third-party services may be subject to separate terms imposed by those providers.

26.1 The Company may suspend or restrict a Client's access to the Platform or Services where the Client:

• a. materially breaches these Terms;
• b. engages in abusive or unsafe conduct;
• c. engages in fraudulent activity;
• d. repeatedly fails to honour Bookings; or
• e. creates a material risk to the Company, its Therapists or other Clients.

26.2 Suspension or termination shall not affect rights or obligations that accrued before such suspension or termination.

27.1 These Terms shall be governed by the laws of the Federal Republic of Nigeria.

27.2 The Parties shall first attempt to resolve any dispute arising from these Terms through good-faith discussions.

27.3 Where the dispute cannot be resolved amicably, either Party may seek appropriate remedies before a court of competent jurisdiction in Nigeria.

28.1 Entire Agreement: These Terms constitute the agreement between the Client and the Company regarding the use of the Services and supersede prior representations relating to the same subject matter.

28.2 Severability: If any provision is held invalid or unenforceable, the remaining provisions shall remain effective.

28.3 Waiver: Failure by the Company to enforce any provision shall not constitute a waiver of its right to enforce that provision subsequently.

28.4 Assignment: The Client may not transfer or assign rights under these Terms without the Company’s prior written consent.

28.5 Electronic Acceptance: Electronic acceptance of these Terms, including ticking an acceptance box during Booking, shall constitute valid acceptance of these Terms.

28.6 Notices: Notices concerning Bookings may be communicated by email, telephone, SMS, WhatsApp or other contact details supplied by the Client.

Questions, complaints, refund requests or other enquiries regarding these Terms or the Services may be directed to: