Terms of Service

Part A: General

1. About these Terms

1.1 These Terms of Service (the “Terms”) govern your access to and use of welns, including the websites at welns.me, pro.welns.me, g.welns.me and my.welns.me and any related services (together, the “Platform”). The Platform is operated by Launch Technology (“Launch Technology”, “we”, “us” or “our”).

1.2 By creating an account, making a booking, paying a deposit or otherwise using the Platform, you agree to be bound by these Terms, our Privacy Policy and the Booking Policy, each of which forms part of these Terms. If you do not agree, you must not use the Platform.

1.3 These Terms are arranged in four parts. Part A applies to everyone. Part B applies to Customers. Part C applies to Providers. Part D applies to everyone. Where a person uses the Platform both as a Customer and as a Provider, Part B applies to the first capacity and Part C to the second.

2. Definitions

In these Terms:

• “Balance on the Day” means the part of the price of a Booking that is not paid as a Deposit and is payable by the Customer directly to the Provider.
• “Booking” means an appointment for one or more Services made through the Platform.
• “Booking Link” means a web address issued to a Provider through which Customers view the Provider’s Services and make Bookings.
• “Booking Policy” means the policy on changing, cancelling and missing Bookings and on Credit, published at g.welns.me/policy and in the Customer Portal, as updated from time to time.
• “Credit” means a non-cash entitlement recorded on a Customer’s account that may be applied towards Deposits in accordance with these Terms and the Booking Policy.
• “Customer” means a person who makes a Booking or holds a customer account.
• “Customer Portal” means the customer area of the Platform at my.welns.me.
• “Deposit” means the amount paid through the Platform at the time of Booking to secure the appointment.
• “Dispute Window” means the period after a Booking ends within which a Customer may raise a dispute about it, as stated in clause 9.
• “Provider” means a business or individual that offers Services through the Platform, including its owners, staff and representatives.
• “Provider Balance” means the record we keep of amounts owed by us to a Provider.
• “Provider Console” means the provider area of the Platform at pro.welns.me.
• “Services” means the beauty, wellness and related services offered by Providers.

3. Our role

3.1 welns is a technology platform that enables Providers to publish their Services and accept Bookings, and enables Customers to book and pay Deposits. The Services are provided by Providers, not by Launch Technology. The contract for the Services is between the Customer and the Provider.

3.2 Each Provider appoints Launch Technology as its limited agent to collect Deposits from Customers on its behalf. A Deposit paid to us discharges the Customer’s obligation to the Provider to the extent of the amount paid. Except as stated in this clause, we are not the agent of any Customer or Provider.

3.3 We do not employ Providers, and we do not supervise, direct or control the Services. We are not responsible for the quality, safety, legality or outcome of any Service, subject to clause 23.

4. Eligibility and accounts

4.1 You must be at least eighteen (18) years old and able to enter into a binding contract to use the Platform. A parent or guardian may make a Booking on behalf of a child and is responsible for that Booking.

4.2 You must provide accurate, current and complete information, and keep it up to date. You are responsible for keeping your password and any device you use to access the Platform secure, and for all activity under your account. You must notify us promptly at welns.you@gmail.com if you believe your account has been accessed without your authority.

4.3 You may sign in using a password, a link sent to your email address, or Sign in with Google. If you sign in with Google, you authorise us to receive the information described in our Privacy Policy.

4.4 A person may hold only one customer account. We may decline to open an account, and may merge accounts that we reasonably believe belong to the same person, with that person’s confirmation where the merger would combine their booking history.

Part B: Customer terms

5. Making a Booking

5.1 Prices, durations and availability are set by each Provider. Where a Service is offered at a price range or “from” price, the final price is confirmed by the Provider and may depend on the Service actually performed.

5.2 When you submit a Booking, the time is held for a limited period while you pay the Deposit. A Booking is confirmed only when we have received confirmation of your Deposit from our payment processor. Returning to the Platform from the payment page does not, by itself, confirm a Booking. If the Deposit is not received within the holding period, the Booking lapses and the time is released.

5.3 If a payment is received after the holding period has ended and the time is no longer available, or if the amount or currency received does not match the Booking, the Booking will not be confirmed and the payment will be held pending review by us.

6. Deposits and payment

6.1 Every Booking requires a Deposit. The amount is set by the Provider within the limits we apply, which include a minimum Deposit (currently one thousand five hundred naira (₦1,500), or the full price of the Booking if lower). You may choose to pay more than the Deposit, up to the full price of the Booking.

6.2 The Deposit is the only amount paid through the Platform. The Balance on the Day is payable by you directly to the Provider, in the manner the Provider accepts. We do not collect, hold or guarantee the Balance on the Day.

6.3 Deposits are processed by our third-party payment processor and are payable in Nigerian naira. Payment processing fees may apply and will be shown before you pay. You may allow another person to pay a Deposit on your behalf by sharing a payment link; that person may pay the Deposit but may not change or cancel the Booking.

6.4 Deposits are non-refundable, except as expressly provided in clause 9 or where a refund is required by applicable law. A Deposit that is not used for the Booking is dealt with in accordance with clause 7.

7. Changing, cancelling and missing a Booking

7.1 Bookings may be changed or cancelled only through the Customer Portal while signed in. The Booking Policy sets out the full rules, including the time limits for changes. In summary:

1. Changing the time: you may move a Booking free of charge until three (3) hours before it starts, within the limits stated in the Booking Policy. The Deposit moves with the Booking.
2. Cancelling three (3) hours or more before the start time: the Deposit becomes Credit with that Provider for thirty (30) days.
3. Cancelling less than three (3) hours before the start time: the Deposit is forfeited and paid to the Provider.
4. Not attending: if you do not attend, the Provider may record a no-show, and the Deposit is forfeited and paid to the Provider.
5. Cancellation by the Provider: the Deposit becomes Credit with that Provider for thirty (30) days. You may instead raise a dispute under clause 9.

7.2 If the Booking Policy and this clause 7 conflict, the Booking Policy prevails.

8. Credit

8.1 Credit arising from a cancelled Booking may be applied only towards Deposits for future Bookings with the same Provider, at any of its locations, while you are signed in. It expires thirty (30) days after it is issued. Credit may be used across more than one Booking until it is used up or expires.

8.2 The value of Credit is the amount of the Deposit received by us, less payment processing fees, rounded down to the nearest naira.

8.3 Credit has no cash value. It cannot be exchanged for money, transferred to another person or applied to the Balance on the Day. Credit that is not used before it expires lapses and is retained by us.

8.4 We may issue promotional or referral Credit, which is funded by us and may be usable with any Provider. Such Credit is subject to the conditions stated when it is offered, including its expiry, and otherwise to this clause 8.

9. Disputes about a Booking

9.1 If you believe a Booking was wrongly recorded as completed or as a no-show, you may raise a dispute through the Customer Portal within the Dispute Window, which is currently seventy-two (72) hours after the scheduled end of a completed Booking and seven (7) days after the scheduled end of a Booking recorded as a no-show. Where a Provider cancels a Booking, you may dispute the resulting Credit before any of it is used.

9.2 While a dispute is under review, we may withhold the Deposit from the Provider. We will consider the information provided by you and by the Provider and decide, acting reasonably, whether the Deposit should be paid to the Provider, retained as Credit or refunded to you. A refund, where we decide one is due, is made to the original method of payment.

9.3 Complaints about the quality or outcome of a Service should be raised with the Provider. Our decision under clause 9.2 concerns only the Deposit and does not affect any rights you have against the Provider or under applicable consumer protection law.

10. Your obligations as a Customer

You agree to provide accurate contact details, to attend Bookings on time or cancel them in accordance with the Booking Policy, to pay the Balance on the Day to the Provider, and to treat Providers and their staff with courtesy and respect.

11. Inviting a Provider

11.1 You may invite a business to join the Platform using an invitation link. Any reward for an invitation is governed by the conditions published when the reward is offered.

11.2 No reward is earned for inviting a business that you own or control, or that uses your own contact details, or for any invitation we reasonably consider to be abusive or fraudulent. We may change, suspend or end any invitation programme at any time, without affecting rewards already earned.

Part C: Provider terms

12. Provider accounts

12.1 By registering as a Provider, you confirm that you are authorised to act for the business named in your account and to bind it to these Terms, and that the business holds all licences, permits and qualifications required to offer the Services.

12.2 You may give members of your staff access to the Provider Console. You are responsible for the acts and omissions of every person who accesses the Platform through your account or your staff accounts.

13. Listings and Bookings

13.1 You are solely responsible for the content of your listings, including descriptions, prices, durations, images, opening hours and availability, and for ensuring that it is accurate, lawful and not misleading.

13.2 You must honour every confirmed Booking at the price and on the terms shown when it was made, and must deliver the Services with reasonable care and skill and in compliance with applicable law, including health, safety and hygiene requirements.

13.3 You must record the outcome of each Booking accurately and promptly, including whether it was completed or the Customer did not attend. Recording a Booking falsely is a material breach of these Terms.

13.4 You may set Deposit amounts within the limits we apply from time to time, which currently provide for a minimum Deposit of one thousand five hundred naira (₦1,500) or the full price of the Booking if lower, and a default Deposit of ten per cent (10%) of the price.

13.5 If you cancel a confirmed Booking, the Customer’s Deposit becomes Credit with you in accordance with the Booking Policy. We may suspend Providers who repeatedly cancel confirmed Bookings.

13.6 You may create Booking Links for your own channels and campaigns. We record visits to and Bookings made through each Booking Link in order to report them to you.

14. Deposits and your Provider Balance

14.1 You appoint Launch Technology as your limited agent to collect Deposits from Customers on your behalf. All Deposits are paid into an account held by us. We do not split payments at the point of payment.

14.2 Amounts become payable to you only when a Booking has ended and is recorded as completed or as a no-show, or when a Deposit is forfeited under the Booking Policy, and after the Dispute Window has ended. We then credit your Provider Balance with the Deposit received, less payment processing fees and any commission payable under clause 16. Where a Customer pays a Deposit with Credit, your Provider Balance is credited with the amount of Credit applied.

14.3 We will not credit any amount that is subject to an unresolved dispute, a payment that does not match its Booking, or any other matter requiring review, until that matter is resolved.

14.4 We may deduct from your Provider Balance, or otherwise recover from you, any amount credited in error, any amount refunded to a Customer under clause 9 or required by law, and any chargeback, reversal or fee relating to a Deposit for one of your Bookings. If your Provider Balance becomes negative, the shortfall is a debt owed by you to us, which we may recover from amounts subsequently credited to you.

14.5 Your Provider Balance is a record of an amount owed by us to you. It is not a bank account, deposit or electronic money, and it does not earn interest.

15. Payouts and verification

15.1 You may request a payout of your available Provider Balance to a bank account in the name of the business or of its verified owner, subject to the conditions shown in the Provider Console. These currently include a cumulative amount credited to you before your first payout (currently fifty thousand naira (₦50,000)) and a minimum payout amount (currently ten thousand naira (₦10,000)).

15.2 Before making a payout, we must verify your identity and your bank account. You agree to provide accurate identity information, which may include your BVN, NIN and other documents, and authorise us to verify it with third-party verification services. A new or changed bank account may be subject to a holding period before it can receive payouts.

15.3 Bank transfer fees are deducted from the amount paid out. Payouts are reviewed before they are made, and we may delay or withhold a payout where verification is incomplete, where we reasonably suspect fraud or a breach of these Terms, or where the law requires us to do so.

16. Fees, plans and commission

16.1 Use of the Platform by Providers is currently free of charge, and no commission is currently deducted from Deposits.

16.2 We may introduce subscription plans, plan limits and a commission calculated as a percentage of each Deposit. We will give you at least thirty (30) days’ notice before any fee or commission applies to you, and no commission will apply to a Deposit paid before the date on which commission takes effect.

16.3 All fees are exclusive of any applicable taxes, which are payable in addition. You are responsible for your own tax obligations in respect of the Services and the amounts paid to you.

17. Customer data

17.1 You receive personal data of Customers in order to deliver the Services they have booked. You must process it in compliance with the Nigeria Data Protection Act 2023 and must not use it to send marketing communications without the Customer’s consent, or for any purpose unrelated to the Services.

17.2 Where you enter personal data of your own customers into the Platform, you are the controller of that data and we process it on your behalf, in accordance with your instructions given through the Platform and with our Privacy Policy. You confirm that you have a lawful basis for providing that data to us.

Part D: General

18. Acceptable use

You must not:

1. use the Platform for any unlawful, fraudulent or deceptive purpose;
2. make Bookings you do not intend to keep, or use the Platform to harass or inconvenience any person;
3. provide false information, impersonate any person, or use another person’s account, payment details or identity information without authority;
4. arrange or take payment for a Booking made through the Platform in a way intended to avoid these Terms;
5. interfere with, disrupt, probe or attempt to gain unauthorised access to the Platform or its systems, or circumvent any security or rate limit;
6. copy, scrape or collect data from the Platform by automated means without our written consent; or
7. upload content that is unlawful, infringing, defamatory, obscene or harmful.

19. Intellectual property

19.1 The Platform, including its software, design, text and trade marks, is owned by or licensed to Launch Technology. We grant you a limited, non-exclusive, non-transferable, revocable licence to use the Platform for its intended purpose in accordance with these Terms.

19.2 You retain ownership of content you upload. You grant us a non-exclusive, royalty-free, worldwide licence to host, reproduce, display and adapt that content for the purpose of operating and promoting the Platform for as long as it remains on the Platform. You confirm that you have the rights necessary to grant this licence.

19.3 If you send us feedback or suggestions, we may use them without obligation to you.

20. Third-party services

The Platform relies on third-party services, including payment processing, identity verification, messaging and Sign in with Google. Your use of those services may be subject to their own terms. We are not responsible for third-party services, except to the extent that we are responsible for our own selection of them.

21. Availability of the Platform

We aim to keep the Platform available at all times but do not guarantee that it will be uninterrupted or free from errors. We may suspend the Platform for maintenance, security or reasons outside our control, and we may change, add or remove features from time to time.

22. Disclaimers

To the fullest extent permitted by law, the Platform is provided “as is” and “as available”, and we exclude all warranties and conditions not expressly stated in these Terms. We do not warrant the accuracy of information supplied by Providers or Customers.

23. Limitation of liability

23.1 Nothing in these Terms excludes or limits any liability that cannot be excluded or limited by law, including liability for fraud, or for death or personal injury caused by negligence, or any right you have under the Federal Competition and Consumer Protection Act 2018.

23.2 Subject to clause 23.1, we are not liable for any loss of profit, revenue, business, goodwill or data, or for any indirect or consequential loss, arising out of or in connection with the Platform or these Terms.

23.3 Subject to clause 23.1, we are not liable for the Services or for any act or omission of a Provider or Customer.

23.4 Subject to clause 23.1, our total liability to you arising out of or in connection with the Platform or these Terms, whether in contract, tort (including negligence) or otherwise, is limited to the greater of: (a) for a Customer, the total of the Deposits you paid through the Platform, and for a Provider, the fees and commission you paid to us, in each case in the twelve (12) months before the event giving rise to the claim; and (b) fifty thousand naira (₦50,000). This clause does not limit our obligation to pay a Provider amounts properly credited to its Provider Balance.

24. Indemnity

You agree to indemnify Launch Technology against all losses, damages, costs and expenses (including reasonable legal fees) arising from your breach of these Terms, your violation of any law or third-party right, or, if you are a Provider, the Services you provide.

25. Suspension and termination

25.1 You may close your account at any time by contacting us. Closing a customer account cancels any unused Credit. Bookings already confirmed remain subject to these Terms.

25.2 We may suspend or close your account, or restrict your access to any part of the Platform, if you breach these Terms, if we reasonably suspect fraud or other unlawful activity, or if we are required to do so by law. Where reasonably practicable, we will give you notice and the reason.

25.3 When a Provider account is closed, we will pay out the available Provider Balance once all pending Bookings, disputes and verification requirements have been resolved, subject to clause 14.4.

25.4 Clauses 9, 14.4, 19, 22, 23, 24, 26 and 27, and any other provision that by its nature is intended to survive, survive the closure of an account or the termination of these Terms.

26. Changes to these Terms

We may amend these Terms from time to time. The effective date at the top of this page shows when they were last changed. We will give at least fourteen (14) days’ notice of any material change by email or through the Platform, except where a change is required by law or relates to a new feature, in which case it may take effect immediately. Changes do not apply to Bookings confirmed before they take effect. If you continue to use the Platform after a change takes effect, you accept the amended Terms.

27. Governing law and disputes

27.1 These Terms and any dispute or claim arising out of or in connection with them are governed by the laws of the Federal Republic of Nigeria.

27.2 If a dispute arises between you and us, the parties shall first attempt in good faith to resolve it by negotiation for a period of thirty (30) days after written notice of the dispute. If the dispute is not resolved within that period, either party may refer it to a court of competent jurisdiction in Nigeria.

28. General

28.1 Notices. We may give you notice by email to the address associated with your account or through the Platform. You may give us notice by email to welns.you@gmail.com.

28.2 Force majeure. We are not liable for any delay or failure to perform caused by events beyond our reasonable control, including failures of banks, payment networks, telecommunications or power supply.

28.3 Assignment. You may not assign or transfer your rights or obligations under these Terms without our written consent. We may assign our rights and obligations to an affiliate or to a successor to our business.

28.4 Severability. If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions continue in full force and effect.

28.5 No waiver. A failure or delay in exercising any right does not operate as a waiver of that right.

28.6 Relationship. Except as provided in clauses 3.2 and 14.1, nothing in these Terms creates a partnership, joint venture, employment or agency relationship between you and us.

28.7 Entire agreement. These Terms, the Privacy Policy and the Booking Policy constitute the entire agreement between you and us concerning the Platform and supersede any prior understanding on that subject.

29. Contact us

Launch Technology
Email: welns.you@gmail.com