Terms & conditions

1. What Naya is (and is not)

• Naya is an online marketplace that connects customers with independent beauty, grooming and wellness professionals who travel to the customer's address in Kigali, Rwanda.
• Professionals are independent contractors, not employees, agents or representatives of Naya. The service itself is performed by the professional under a direct arrangement between the professional and the customer; Naya provides the platform, booking, payment and support infrastructure around it.
• Nothing in these terms creates an employment, partnership, joint venture or agency relationship between Naya and any professional or ambassador.

2. Accounts and guest bookings

• You must provide accurate information and keep your account credentials secure; you are responsible for activity on your account.
• You may book as a guest with a valid name, email and phone number. Creating an account later links guest bookings made with the same email.
• You must be at least 18, or use Naya with the consent and supervision of a parent or legal guardian.
• We may suspend or terminate accounts that break these terms, abuse other users, or create fraud or safety risks.

3. Bookings and confirmation

• A booking request becomes an appointment only when it is confirmed (by the professional, or by Naya's operations team for package bookings).
• Requests not answered before the request window closes expire automatically and any prepaid amount is handled under the cancellation policy.
• The price, duration, services and address shown at checkout are recorded with the booking and do not change retroactively if catalogue prices change later.
• You must provide a safe, lawful and reasonably suitable space for the appointment; professionals may decline to proceed where conditions are unsafe, and the cancellation policy then applies.

4. Packages

• A package is a bundle of services sold at one package price. The included services, price and duration are frozen at the time of purchase.
• Package services may be delivered by more than one professional; professionals are assigned by Naya's operations team after booking, and each assignment is communicated to you.
• Later changes an administrator makes to a package (price, contents, availability) never affect packages already purchased.

5. Payments

• Naya operates on a prepaid basis: bookings are payable in advance through the supported payment methods (MTN Mobile Money, Airtel Money, and any other methods shown at checkout).
• Mobile money payments are processed by the respective operators under their own terms; Naya does not store mobile money PINs. A payment is complete when the operator confirms it.
• If a payment fails or is not completed, the booking is not payable-confirmed and may be cancelled. Never pay a professional outside the platform for a Naya booking — off-platform payments are unprotected and breach these terms.
• Promo codes apply the stated discount at checkout. Ambassador codes record a referral and do not change the price unless expressly stated.
• Prices include applicable fees shown at checkout. Where required by law, receipts are provided for completed payments.

6. Cancellations, reschedules and refunds

• Our published cancellation policy determines any fee or refund based on how long before the appointment the change is made; the exact amount is always shown before you confirm a cancellation or reschedule.
• If a professional cancels or fails to attend, you receive a full refund of the affected amount or free rebooking, at your choice.
• Refunds are returned via the original payment method. Mobile money refund timing depends on the operator.
• Nothing in this section limits any non-waivable rights you have under Rwandan consumer protection law.

7. Professionals

• Professionals must complete Naya's application and verification process, provide accurate information, and keep their services, prices, availability and portfolio up to date.
• Professionals set their working areas and availability and are free to accept or decline requests. Confirmed bookings must be honoured or cancelled in good time under the cancellation policy.
• Naya charges a platform commission on completed bookings at the rate shown in the professional's dashboard. Earnings accrue to the professional's balance after completion and are paid out on request through the supported payout methods, subject to verification.
• Professionals are independent businesses responsible for their own taxes, licences, insurance, equipment, hygiene standards and compliance with applicable law.
• Professionals must not solicit Naya customers off-platform for services first arranged through Naya.

8. Ambassador programme

• Approved ambassadors receive a personal referral code. Commission accrues only on qualifying bookings made with that code that are completed and paid, at the rates communicated in the ambassador dashboard.
• Commission becomes available for payout after a settlement period, and is reversed if the underlying booking is cancelled or refunded.
• Self-referrals do not earn commission. Misuse — including misleading promotion, spam, incentivising fake bookings, or claiming to represent Naya beyond an ambassador role — leads to commission reversal and removal from the programme.
• Ambassadors are independent promoters, not employees or agents of Naya, and are responsible for complying with advertising disclosure rules on their channels and for their own taxes.
• Naya may change programme rates and rules prospectively; commissions already recorded keep the economics that applied when they were earned. Naya may suspend or end the programme or an individual's participation for cause at any time.

9. Conduct and reviews

• Everyone on Naya must treat others with respect. Harassment, discrimination, unsafe behaviour or abusive content leads to removal from the platform.
• Only customers with a completed booking may leave a rating. We may hide reviews containing abuse, personal data, or content unrelated to the service — professionals cannot pay to alter reviews.
• You may not use Naya for any unlawful purpose, to infringe others' rights, or to interfere with the platform's operation or security.

10. Liability

• Services are performed by independent professionals. To the maximum extent permitted by Rwandan law, Naya is not liable for the acts or omissions of professionals or customers, including the quality or outcome of a service, personal injury, or damage to property during an appointment.
• To the extent permitted by law, Naya's total liability to you for any claim connected to a booking is limited to the amount you paid Naya for that booking; for any other claim, to the platform fees we earned from you in the three months before the event.
• Naya does not exclude or limit liability where the law does not allow it — including for its own fraud or intentional misconduct, or any liability that Rwandan consumer protection or data protection law makes non-waivable.
• The platform is provided with reasonable skill and care but 'as available': temporary interruptions, or errors caused by third-party services (payments, messaging, hosting), can occur, and we will work to resolve them promptly.

11. Indemnity

If you are a professional or an ambassador, you agree to compensate Naya for losses, claims and reasonable costs arising from your breach of these terms, your violation of applicable law, or claims by third parties connected to services you performed or promotions you ran — except to the extent the loss was caused by Naya's own breach.

12. Intellectual property and content

• The Naya name, branding, apps and website are Naya's property; using the platform grants no rights to them beyond normal use of the service.
• You keep ownership of content you upload (photos, portfolio images, reviews) and grant Naya a non-exclusive licence to host and display it for operating and promoting the platform. We remove content on valid legal request.

13. Data protection

Our processing of personal data is governed by the Naya privacy policy, which forms part of these terms and is written to comply with Rwanda's Law No. 058/2021 on the Protection of Personal Data and Privacy.

14. Governing law and disputes

• These terms are governed by the laws of the Republic of Rwanda.
• If a problem arises, contact us first — most issues are resolved by our support team. Disputes that cannot be resolved amicably fall under the jurisdiction of the competent courts of Rwanda.
• If any provision of these terms is found invalid, the remainder stays in force.

15. Changes to these terms

We may update these terms as the service evolves. The date above reflects the current version; material changes are announced in-app before they take effect, and continued use after that date means the updated terms apply.