Marketplace Policies

A.1 Purpose.Customers and Partners must use the Platform responsibly, honestly and in accordance with the Terms of Service, this Policy and applicable law. Users must act in good faith to support a safe, respectful and trustworthy marketplace.

A.2 Proper use.You may use the Platform only for its intended purposes: discovering, offering, booking and managing legitimate grooming services. You must not interfere with Platform operation, compromise security or harm other users.

A.3 Prohibited activities.Without limitation, you must not:

• create false or misleading Accounts or impersonate others;
• submit fraudulent identity documents or KYC information;
• manipulate reviews, ratings, bookings or promotions;
• make fraudulent bookings or deliberately miss appointments for improper purposes;
• use bots, scrapers or unauthorised automation;
• introduce malware or attempt unauthorised access to systems;
• upload unlawful, defamatory, abusive, discriminatory or misleading content;
• offer illegal products or services;
• circumvent the Platform by moving bookings or payments off-platform to avoid fees;
• engage in money laundering, terrorist financing or other unlawful financial activity; or
• use the Platform for any purpose prohibited by law.

A.4 Community standards.Harassment, threats, discrimination, stalking, sexual harassment and publication of another person’s personal information without consent are prohibited. Partners must conduct business honestly; Customers must attend appointments and communicate respectfully.

A.5 Enforcement.BarberSpot may investigate suspected breaches and take action including warnings, content removal, feature restrictions, delayed Wallet withdrawals, Account suspension or termination, and reporting to authorities where required. Users must cooperate with investigations.

B.1 Nature of BarberSpot services.BarberSpot is a digital marketplace for in-person grooming and personal care services. We do not sell physical goods for postal or courier delivery and do not operate as a warehouse or fulfilment centre.

B.2 How “delivery” works on BarberSpot.For marketplace and payment-compliance purposes, delivery of a BarberSpot order means:

• Digital confirmation: after successful booking and payment (where required), the Customer receives a booking confirmation via the Platform and, where available, email, SMS or push notification; and
• Service fulfilment: the booked grooming service is provided directly by the independent Partner to the Customer at the agreed venue, date and time shown in the booking confirmation.

B.3 Partner responsibility for fulfilment.Partners are solely responsible for delivering the booked service, including quality, hygiene, safety, staffing and compliance with applicable law. BarberSpot facilitates discovery, booking, payments and marketplace management only.

B.4 Customer attendance.Customers are responsible for attending the appointment on time at the confirmed location. Late arrival, no-shows and rescheduling are governed by the Returns & Refund Policy and the cancellation terms disclosed at checkout.

B.5 No physical shipping timelines.Because BarberSpot does not ship physical products, traditional shipping transit times, carriers and tracking numbers do not apply. The relevant “delivery” schedule is the confirmed appointment time. If a Partner cannot fulfil a booking, the Customer may reschedule or request an eligible refund under the Returns & Refund Policy.

B.6 Future product features.If BarberSpot later introduces physical product sales or delivery features, shipping terms for those products will be published before checkout and will supplement this Policy.

C.1 Scope.Because BarberSpot bookings are for time-based personal services rather than physical goods, “returns” are handled as cancellations, reschedules, refunds and dispute resolutions rather than return of merchandise.

C.2 Cancellation window.Cancellation conditions are displayed before booking confirmation. Unless a Partner-specific policy is disclosed and accepted at checkout, Customers who cancel a confirmed booking at least one hundred and twenty (120) minutes before the scheduled appointment are ordinarily eligible for a full refund of the amount paid, subject to this Policy.

C.3 Late cancellations and no-shows.Where a Customer cancels less than 120 minutes before the appointment, the Partner may apply a cancellation fee if disclosed before confirmation. Only any remaining eligible balance will be refunded. A Customer who fails to attend without prior cancellation may be treated as a no-show and charged the disclosed no-show or cancellation fee.

C.4 Partner cancellations.Partners should cancel only for unforeseen or exceptional circumstances and must notify the Customer promptly through the Platform. Where a Partner cancels, the Customer may accept an alternative time, book another Partner, or receive a full eligible refund.

C.5 Eligible refunds.Subject to this Policy, refunds may be available where:

• the booking is cancelled within the applicable cancellation window;
• a Partner cancels the appointment;
• payment succeeded but the booking cannot be fulfilled;
• duplicate payments or technical charging errors occur;
• BarberSpot determines a refund is appropriate after a dispute review; or
• applicable law requires a refund.

C.6 When refunds may be declined.Refunds may be declined for no-shows, late cancellations where a disclosed fee applies, completed services, fraudulent or misleading claims, or Policy / Terms breaches.

C.7 Refund method and timing.Unless law requires otherwise, approved refunds are ordinarily credited to the Customer’s BarberSpot Wallet for immediate use on future bookings. Where Wallet withdrawals are supported, eligible balances may be withdrawn to a verified bank account after KYC. BarberSpot aims to process approved refunds within a reasonable period; bank and payment provider timelines may apply for original-method refunds where offered.

C.8 Disputes and chargebacks.Customers should contact BarberSpot before initiating a chargeback so we can investigate. During investigations we may temporarily hold disputed amounts, delay withdrawals or restrict affected Accounts. Bad faith or duplicate-refund chargebacks may result in Account action and recovery of improperly refunded amounts.

D.1 Commitment.BarberSpot (operated by ValuraTech Ltd) is committed to protecting the privacy and personal information of Customers and Partners. We process personal information in accordance with this Privacy Policy, the Nigeria Data Protection Act (NDPA), and other applicable privacy and data protection laws.

D.2 Information we collect.To provide and improve the Platform, we may collect:

• account registration details and contact information;
• booking information and communications made through the Platform;
• payment references and Wallet transaction history;
• device information (such as device type, operating system, app version, unique device identifiers) and usage analytics;
• location information where you have granted permission;
• identity verification information where required (including ID documents, NIN, BVN, facial verification and related KYC data processed via authorised providers such as Dojah); and
• other information reasonably necessary to operate the Platform.

D.3 How we use information.We may use collected information to:

• create and manage Accounts, bookings, payments and Wallet transactions;
• provide customer support and send important service updates;
• verify identities and prevent fraud or financial crime;
• improve Platform functionality and personalise user experiences;
• investigate complaints and disputes; and
• comply with legal and regulatory obligations.

D.4 Sharing of information.We may share information where reasonably necessary with authorised payment processors (including Paystack), identity verification providers, cloud hosting providers, customer support providers, regulatory authorities, law enforcement where legally required, and other service providers engaged to support Platform operations. We do not sell users’ personal information to third parties.

D.5 Cookies, analytics and device data.We may use cookies, similar technologies and analytics tools on our Website and Apps to operate the Platform, remember preferences, measure performance and understand how the Platform is used. Device and usage data help us maintain security, diagnose issues and improve features. You can control certain cookie and device permissions through your browser or device settings; disabling some features may affect Platform functionality.

D.6 Identity verification data.KYC information is collected for legitimate business, security and regulatory purposes and is processed by trusted third-party providers using secure systems. Access is limited to authorised personnel and providers who need it for operations, compliance, fraud prevention or regulation. Verification data is not used for unrelated commercial purposes without an appropriate legal basis.

D.7 Retention.We retain personal information only as long as reasonably necessary to fulfil the purposes for which it was collected, meet contractual obligations, satisfy legal and regulatory requirements, resolve disputes and protect legitimate interests. After Account closure, some information may be deleted or anonymised promptly, while records required for legal, tax, fraud prevention or dispute purposes may be retained for the period required by law. Identity verification records may be retained for up to seven (7) years after the end of the business relationship, or longer where NDPA, BOFIA, AML rules, CBN requirements or other law require it. Thereafter, information is securely deleted or irreversibly anonymised unless continued retention is legally required.

D.8 Security.We implement reasonable administrative, technical and organisational safeguards, which may include encrypted transmission of sensitive information, secure authentication, multi-factor authentication where available, fraud and login monitoring, abuse prevention, security assessments and related controls. No online platform is completely secure; users should protect their devices and Account credentials and promptly report suspected unauthorised access to security@barberspot.co. Where a security incident may materially affect users or their personal information, we will investigate and, where required by law, notify affected users and regulators within applicable timeframes.

D.9 Your rights.Subject to applicable law (including the NDPA), you may have rights to access, correct, delete, or restrict processing of your personal information, and to object to certain processing or request data portability. To exercise these rights or raise a privacy concern, contact support@barberspot.co or legal@barberspot.co.

D.10 Children’s privacy.The Platform is intended for users aged 18 or older. We do not knowingly collect personal information from children. If you believe we have collected such information, please contact us so we can take appropriate action.

D.11 Changes.We may update this Privacy Policy from time to time. The latest version will be published on this page. Where required by law, we will notify you of material changes. Continued use of the Platform after changes take effect constitutes acceptance of the updated Privacy Policy.

1.1BarberSpot requires Partners to complete onboarding and KYC before offering services or receiving payouts. We may also require Customer verification for withdrawals, disputes, fraud prevention or regulatory reasons.

1.2Verification is performed through Dojah or another authorised third-party identity verification provider. Information collected may include government-issued ID, NIN, BVN, selfie / facial verification, proof of address, business registration, bank account details and tax information.

1.3Failure to verify may delay onboarding, restrict features, suspend withdrawals or withhold Partner payouts until verification is completed. Verification records are retained as required by Nigerian law (including NDPA and applicable AML / financial regulations).

2.1A booking is confirmed only when the Customer receives confirmation through the Platform. Before confirming, Customers should review Partner details, service description, price, time, cancellation terms and payment method.

2.2Customers may request rescheduling subject to Partner availability and booking conditions. Partners who cannot honour an appointment must notify the Customer promptly and offer an alternative or enable an eligible refund.

2.3Late Customer arrival may result in a shortened service, reschedule, refusal of service or no-show treatment where the delay materially affects the Partner’s schedule. Unreasonable Partner delay may entitle the Customer to continue, reschedule or cancel with an eligible refund.

3.1Customer payments for bookings are processed through authorised providers (including Paystack). BarberSpot uses split payment functionality so platform fees and Partner shares are distributed at the point of a successful transaction.

3.2 T+1 settlement.Partner shares are settled on a T+1 basis (next Business Day after a successful transaction), subject to provider processing, banking cut-offs, KYC where required, and temporary holds for fraud, chargebacks or disputes. BarberSpot does not hold customer funds in extended escrow on behalf of Partners beyond this settlement structure.

3.3Partners remain responsible for their own tax reporting and compliance.

4.1The Wallet facilitates eligible refunds, promotional credits, loyalty rewards and (for Partners) display of settled earnings. It is not a bank deposit or investment product.

4.2Eligible Wallet balances may be used to pay for bookings on the Platform. Wallet balances cannot be transferred to another Customer or Partner unless BarberSpot expressly enables such functionality.

4.3Where withdrawals are supported, eligible balances may be withdrawn to a verified Nigerian bank account after KYC and compliance checks. BarberSpot may delay or refuse withdrawals where verification is incomplete, fraud is suspected, a dispute or chargeback is pending, or law requires it.

4.4Dormant or inactive Wallet / payout balances may be handled in accordance with applicable Nigerian law, including CBN and BOFIA requirements for unclaimed funds.

5.1 Partnersmust deliver services with reasonable skill and care, maintain hygiene and safety, keep prices and availability accurate, and avoid unjustified cancellations.

5.2 Customersmust provide accurate information, attend appointments, pay when due, and treat Partners respectfully.

6.1Customers and Partners may submit complaints through Platform support channels or support@barberspot.co regarding bookings, payments, conduct, Wallet issues or Policy breaches.

6.2BarberSpot reviews booking records, payment information and supporting evidence from both sides before reaching a fair resolution under the Terms and this Policy.

6.3During investigations, BarberSpot may temporarily restrict features, delay Wallet withdrawals or Partner payouts, remove content or request additional documentation. Outcomes may include refunds, warnings, suspensions or permanent removal from the Platform.

BarberSpot may amend this Policy to reflect legal, operational, security or marketplace changes. Material updates will be communicated where required by law. Continued use of the Platform after changes take effect constitutes acceptance.