Terms of Service

The Gloowly platform is operated by Gloowly Pty Ltd (ABN to be confirmed), an Australian proprietary limited company with its registered office in Sydney, New South Wales (we, us, our).

We operate a marketplace that connects clients who want hairdressing services delivered to their location (home, hotel, office) with independent professional stylists. Gloowly is not the employer of the stylists. Each stylist contracts directly with each client. We facilitate discovery, payment, scheduling, communication and dispute resolution.

• You must be at least 16 years old to create an account.
• You must provide accurate, current and complete information when you sign up and keep it up to date.
• You are responsible for activity on your account. Notify us immediately at support@gloowly.com if you suspect unauthorised access.
• One account per person. You may use Gloowly both as a client and as a stylist if you complete the relevant verification steps.

Before going live on the marketplace, stylists must provide:

• Certificate III in Hairdressing (or an equivalent qualification recognised by the relevant Australian state authority).
• Current Public Liability Insurance covering at least A$5,000,000 per claim.
• A recent National Police Check (CrimCheck) — Gloowly will trigger one on your behalf for a fee, or you may submit a certificate issued within the last 12 months.
• Identity verification via Stripe Identity, and an active Stripe Connect Express account to receive payouts.
• Australian Business Number (ABN) — Gloowly may verify this via the Australian Business Register.

Rookie and Junior tiers (apprentices) may only operate under the supervision of a salon manager registered on Gloowly, in compliance with NSW Fair Trading and the Victorian Skills Commission rules.

When a client books a stylist on Gloowly, a binding service agreement is created between the client and the stylist on the terms described in the app at the time of booking (service description, duration, price, travel fee, location). Gloowly is not a party to that agreement but facilitates it.

We may suspend or cancel bookings where we reasonably believe there is a safety risk, suspected fraud, breach of these Terms, or a violation of applicable law.

Service prices are dynamic and computed as: (base service + duration × tier rate) + travel fee. Travel fees apply by distance: A$0.00 under 5 km, A$5.00 from 5–10 km, A$10.00 from 10–15 km (we do not currently service beyond 15 km).

Payment is authorised via Stripe at the time of booking and captured only when the service is marked complete by the stylist. You agree to Stripe's terms of service.

GST (10%) is included in the displayed price where applicable. A tax invoice is generated automatically for any booking ≥ A$82.50 in compliance with ATO requirements.

Gloowly retains a 25% platform commission on the service portion of each completed booking. The travel fee is 100% paid to the stylist. Payouts are made via Stripe Connect on a rolling schedule after each completed service, minus Stripe processing fees and any applicable Australian taxes.

Cancellation by the client

• More than 24 hours before the booking: free cancellation, full refund.
• Between 1 and 24 hours before: 50% of the booking total is charged (40% retained by the stylist as compensation, 10% by Gloowly).
• Less than 1 hour before, or no-show: 100% of the booking total is charged (75% to the stylist, 25% to Gloowly).

Cancellation by the stylist

Stylists may cancel a booking after acceptance only in exceptional circumstances. Repeated cancellations result in a reputation penalty and a 24-hour block after 3 occurrences within a calendar month. Clients receive a full refund in this case.

• An SOS button is available on both the client and stylist apps during an active booking. Activating it alerts our safety team and may trigger emergency-services contact.
• Clients can share trip details (stylist name, location, ETA) via a private link with friends or family.
• On arrival, the stylist enters a 4-digit PIN shared by the client to start the service. This prevents impersonation.
• Real-time GPS tracking is available only while a service is in progress. Tracking is never run in the background.

You agree not to:

• Use Gloowly for any unlawful purpose;
• Provide false, misleading or fraudulent information (including qualifications or insurance documentation);
• Harass, threaten, discriminate against or harm any other user;
• Attempt to circumvent the booking system to avoid commission (touting);
• Reverse-engineer, scrape, or otherwise abuse the platform's technical operations.

Violations may result in immediate suspension, removal from the marketplace, refund forfeiture, or referral to law enforcement.

Gloowly maintains Public Liability Insurance for the operation of the platform itself. Each stylist is required to maintain their own Public Liability Insurance covering the services they provide. Clients should review the stylist's certificate of currency available on request.

To the maximum extent permitted by Australian law (including the Australian Consumer Law), Gloowly excludes all liability for consequential, indirect or special damages arising from your use of the platform.

Our Privacy Policy explains how we collect, use, store, and disclose your personal information in compliance with the Australian Privacy Act 1988 and the 13 Australian Privacy Principles.

You may close your account at any time from your profile page or by emailing support@gloowly.com. We may terminate or suspend your access if you breach these Terms, where required by law, or where continuing your use of the platform poses a safety or operational risk.

We may update these Terms from time to time. Material changes will be notified by email and in-app at least 14 days before they take effect. Continued use of Gloowly after the effective date means you accept the updated Terms.

These Terms are governed by the laws of New South Wales, Australia. The parties submit to the exclusive jurisdiction of the courts of New South Wales for any dispute arising under or in connection with them.

We encourage you to contact us at support@gloowly.com before initiating a formal dispute so we can attempt to resolve the issue informally.

For any questions about these Terms: support@gloowly.com