Terms & conditions

1. The service

Naya is a marketplace. We introduce customers to independent beauty, grooming and wellness professionals who travel to the customer's address. The service itself is performed by the professional, not by Naya.

2. Accounts and guest bookings

You may book as a guest using a valid name, email and phone number. Creating an account lets you track, reschedule and cancel bookings, and links any guest bookings made with the same email address.

3. Bookings and confirmation

• A booking request is only an appointment once the professional confirms it.
• Requests that are not answered before the request window closes expire automatically.
• The price, duration and address shown at checkout are recorded with the booking.

4. Cancellations, reschedules and fees

Our published cancellation policy determines any fee or refund, based on how long before the appointment the change is made. The exact amount is shown before you confirm a cancellation or reschedule.

5. Conduct

• Customers must provide a safe, lawful place for the appointment.
• Professionals must arrive on time, with clean equipment, and deliver the service as listed.
• Harassment, discrimination and abusive content result in removal from Naya.

6. Reviews

Only customers with a completed booking may leave a rating. We may hide reviews that contain abuse, personal data or content unrelated to the service.

7. Liability

Naya is not liable for the acts or omissions of independent professionals or customers. Our liability to you is limited to the platform fee charged on the affected booking, to the extent permitted by Rwandan law.

8. Changes

We may update these terms as the service evolves. Material changes are announced in-app before they take effect.