1. About these terms
1.1 These terms are a contract between you and Nexaloom Ltd, a company registered in England and Wales with its registered office at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ ("Nexaloom", "we", "our", "us").
1.2 They govern your use of the Nexaloom platform, including our web application, our iOS and Android apps, the booking pages and websites we host on your behalf, and any related tools (together, the "Service").
1.3 By creating an account, subscribing to a plan, or making or accepting a booking through the Service, you agree to these terms. If you do not agree, please do not use the Service.
1.4 If you are agreeing to these terms on behalf of a company or other organisation, you confirm that you have authority to bind it, and "you" means that organisation.
2. Definitions
- Business — a salon, studio, clinic, practitioner or other organisation that holds a Nexaloom account and offers appointments, classes or products through the Service.
- Client — a person who books an appointment or class, or buys a product, from a Business through the Service.
- Booking — an appointment, class place or other reservation made through the Service.
- Plan — the subscription tier a Business is on, as described at nexaloom.co/pricing.
- Client Data — personal data about a Business's Clients that the Business puts into, or generates through, the Service.
3. What we provide, and what we do not
3.1 We provide software. We give Businesses the tools to publish availability, take Bookings, collect payments, manage staff and clients, and sell products online.
3.2 We are not a party to any Booking. A Booking is an agreement between the Client and the Business. The Business alone is responsible for the service it provides, for the price it charges, for its own cancellation and refund policy, for its insurance, licensing and qualifications, and for meeting its legal obligations to its Clients. We do not vet, endorse or supervise Businesses, and we do not provide any treatment, service or advice ourselves.
3.3 Where the Service suggests times, services or products — including through any AI assistant we make available — those suggestions are generated automatically and are not advice. The Business remains responsible for what it offers and confirms.
3.4 We may add, change or remove features. Section 20 explains how we handle changes that materially reduce what the Service does.
4. Your account
4.1 You must be at least 18 years old to hold an account.
4.2 You are responsible for keeping your login credentials secure and for everything done under your account. Tell us promptly at hello@nexaloom.co if you believe your account has been accessed without your permission.
4.3 A Business is responsible for the accounts of its staff members, for the permissions it grants them, and for removing access when someone leaves.
4.4 You must give us accurate account information and keep it up to date.
5. Plans, fees and payment
5.1 Our Plans and their prices are published at nexaloom.co/pricing. The Free Plan is free of charge and has no end date. Paid Plans are billed monthly in advance unless we agree otherwise in writing.
5.2 Payments you take from your Clients through the Service carry a transaction fee of 1.85% + 20p per transaction. This is separate from your Plan fee and applies on every Plan.
5.3 Optional add-ons — including a custom website, a custom mobile app, and marketing SMS — are charged as published at the time you order them. Some carry a one-off set-up fee as well as a recurring fee.
5.4 All prices are in pounds sterling and exclude VAT unless stated otherwise. Where VAT or another tax applies, we will add it at the prevailing rate.
5.5 You may cancel a paid Plan at any time from your account settings. Cancellation takes effect at the end of the billing period you have already paid for, and we do not refund part of a period. Your account then reverts to the Free Plan.
5.6 If you are a consumer, you have a statutory right to cancel within 14 days of subscribing. Where you ask us to give you immediate access to a paid Plan, you accept that you lose that right once the Plan has been fully performed. See section 21.
5.7 If a payment fails we may retry it and may suspend paid features until it succeeds. We will tell you before we do.
5.8 We may change our prices. We will give you at least 30 days' notice before a change affects a Plan you already hold, and you may cancel before it takes effect.
6. Taking payments from your Clients
6.1 Payments from Clients are processed by Stripe. To take payments you must open and maintain a Stripe account and accept Stripe's own terms. We do not hold your funds.
6.2 The Business is the merchant for its own goods and services. Settlement timing, payouts, reserves, chargebacks and disputes are governed by Stripe's terms and are between the Business and Stripe.
6.3 The Business is responsible for refunding its own Clients in line with its own policy and with consumer law. Our transaction fee on a refunded payment is not returned unless we say otherwise.
6.4 We are not responsible for a Client's payment failing, for a card being declined, or for a Business's Stripe account being restricted.
7. Your responsibilities as a Business
7.1 You must hold the licences, registrations, insurance and qualifications your services require, and comply with the law that applies to them.
7.2 You must publish your own cancellation, deposit and no-show policy and apply it consistently. Where you set deposits or cancellation windows in the Service, those settings are yours and we apply them as configured.
7.3 You must keep your availability, prices and service descriptions accurate.
7.4 You are the controller of your Client Data. You must have a lawful basis for collecting it, give your Clients the privacy information the law requires, and honour their rights. Section 13 sets out our role.
7.5 If you use the Service to send marketing — by email, SMS or otherwise — you must have the consent the law requires and must include a working way to unsubscribe. You are responsible for the content you send.
7.6 If you collect health information through consent forms or notes, you must have a lawful basis appropriate to special category data.
8. If you are booking as a Client
8.1 Your Booking is with the Business, not with us. Its cancellation, deposit and no-show terms apply, and it is responsible for the service you receive.
8.2 You must give accurate details when you book, and tell the Business directly if you need to change or cancel.
8.3 Complaints about a service you received should go to the Business. We can help with problems using the Service itself.
9. Cancellations, deposits and no-shows
9.1 Where a Business has set a deposit, a cancellation window or a no-show charge, the Service applies it as configured. The amount and the policy are the Business's, not ours.
9.2 We are not a party to any dispute between a Business and a Client about a cancellation, a deposit or a no-show, and we do not arbitrate them.
10. Acceptable use
10.1 You must not use the Service to:
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break the law, or help anyone else to;
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send unsolicited marketing, spam or deceptive messages;
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upload material that is unlawful, defamatory, obscene, or infringes someone else's rights;
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impersonate another person or business, or misrepresent your qualifications;
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attempt to gain unauthorised access to the Service, to another account, or to any system connected to it;
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probe, scan, load-test or interfere with the Service or its infrastructure without our written consent;
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scrape, copy or resell the Service or its data, or use it to build a competing product;
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circumvent our fees, including by taking payments off-platform to avoid the transaction fee on Bookings made through the Service.
10.2 You must not use the Service to store payment card numbers outside the payment fields we provide.
11. Your content and your data
11.1 You keep ownership of everything you put into the Service — your logo, photographs, service descriptions, client records and website content ("Your Content").
11.2 You grant us a non-exclusive, worldwide, royalty-free licence to host, copy, transmit, display and adapt Your Content, but only so far as we need to in order to operate the Service for you. That licence ends when you delete the content or close your account, except where we must keep a copy to meet a legal obligation.
11.3 You confirm that you have the rights to Your Content and that it does not infringe anyone else's.
11.4 You can export your data from your account. If you close your account we will delete or anonymise your data in line with our Privacy Policy.
12. Our intellectual property
12.1 The Service, and everything in it other than Your Content, belongs to us or to our licensors. Nothing in these terms transfers any of it to you.
12.2 We grant you a non-exclusive, non-transferable right to use the Service while your account is open and your fees are paid, for your own business purposes.
12.3 "Nexaloom" and our logo are our trade marks. You may not use them without our written permission, except to say factually that you use the Service.
12.4 If you send us feedback or suggestions, we may use them without owing you anything.
13. Data protection
13.1 How we handle personal data is set out in our Privacy Policy. Please read it — it forms part of these terms.
13.2 For Client Data, the Business is the controller and we are a processor acting on its instructions. The third parties we use as sub-processors, and what each of them receives, are listed at nexaloom.co/legal/subprocessors.
13.3 Our Data Processing Agreement governs our processing of Client Data, including the security measures we apply, our use of sub-processors, and how we handle a personal data breach. It applies to every Business using the Service. Contact hello@nexaloom.co for a copy.
13.4 We are registered with the Information Commissioner's Office under reference ZC172477.
14. Third-party services and integrations
14.1 The Service connects to third parties — payment processing, calendars, review platforms, marketing tools and others. Where you connect your own account with one of those services, your use of it is governed by that provider's terms, and it acts under its own terms rather than ours.
14.2 We are not responsible for a third-party service being unavailable, changing its interface, or ending its access. Where that stops part of the Service working, we will tell you and do what we reasonably can.
15. Availability and support
15.1 We aim to keep the Service available and to keep your data safe, but we do not promise it will be uninterrupted or error-free, and we give no uptime commitment under these terms.
15.2 We may take the Service down for maintenance. Where the work is planned we will give reasonable notice; where it is urgent we may not be able to.
15.3 Support is provided by email at hello@nexaloom.co. Response times differ by Plan as described at nexaloom.co/pricing.
16. Warranties
16.1 We warrant that we will provide the Service with reasonable care and skill.
16.2 Beyond that, and beyond anything the law does not let us exclude, the Service is provided as it is. We do not warrant that it will meet a particular requirement, produce a particular commercial result, or be compatible with every device, browser or third-party system.
17. Our liability to you
17.1 Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to limit.
17.2 We are not liable for:
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loss of profit, revenue, business, goodwill or anticipated savings;
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loss arising from a Booking being cancelled, missed or not honoured;
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any act or omission of a Business or a Client;
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loss of data, to the extent it results from your own failure to keep the copies you can export;
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any indirect or consequential loss.
17.3 Our total liability to you, for all claims arising in any twelve-month period, is limited to the greater of the fees you paid us in the twelve months before the claim arose, or £100.
17.4 These limits apply however the liability arises, in contract, tort (including negligence) or otherwise.
18. Your liability to us
18.1 You will indemnify us against any claim, loss or cost we suffer because of:
- your breach of these terms;
- Your Content, or your use of the Service;
- a claim by one of your Clients about a service you provided, or about your handling of their data;
- your failure to comply with the law that applies to your business.
19. Suspending or closing an account
19.1 You may close your account at any time. Section 5.5 explains what happens to fees you have already paid.
19.2 We may suspend or close your account immediately if you materially breach these terms, if we are required to by law, or if we reasonably believe your use of the Service puts other users, their data, or our infrastructure at risk. We will tell you why unless the law prevents us.
19.3 We may withdraw the Service, or a part of it, by giving you at least 30 days' notice. If you have paid for a period you will not receive, we will refund the unused part.
19.4 When an account closes you lose access to it. Export anything you need first. We keep data after closure only as our Privacy Policy describes.
20. Changes to the Service and to these terms
20.1 We may change these terms. Where a change materially affects your rights we will give you at least 30 days' notice by email or in the Service, and you may cancel before it takes effect. Continuing to use the Service after a change takes effect means you accept it.
20.2 We will update the "Last updated" date at the top of this page whenever the wording changes.
20.3 Where we materially reduce what the Service does on a Plan you pay for, you may cancel and we will refund the unused part of the period.
21. If you are a consumer
21.1 Nothing in these terms affects your statutory rights as a consumer. If any part of them conflicts with those rights, your rights win.
21.2 Consumers in the UK may bring proceedings in their local courts, and may be able to use an alternative dispute resolution scheme.
22. Governing law and disputes
22.1 These terms, and any dispute arising from them, are governed by the law of England and Wales.
22.2 The courts of England and Wales have exclusive jurisdiction, subject to section 21.2.
22.3 If any part of these terms cannot be enforced, the rest still applies.
22.4 These terms, together with the Privacy Policy and our Data Processing Agreement, are the whole agreement between us about the Service.
22.5 We may transfer our rights and obligations under these terms to another company, for example if our business is sold. You may not transfer yours without our written consent.
22.6 Nobody other than you and us has any right to enforce these terms.
23. How to contact us
Nexaloom Ltd
Email: hello@nexaloom.co
Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
ICO Registration Reference: ZC172477