Business terms

These Business Terms of Service (the "Terms") form a binding agreement between Lotion ("Lotion", "we", "us"), the operator of the Lotion platform, and the business registering an account (the "Business", "you"). By ticking the acceptance box and creating an account, you confirm that you have read, understood and agreed to these Terms and to the Privacy Policy, and that you are authorised to bind the Business. If you do not agree, do not register or use the platform.

1. Definitions

"Platform" means the Lotion website, applications, scheduling system, business portal and related services. "Customer" means any person who discovers, books or pays for a service through the Platform. "Services" means the beauty, wellness, fitness and related services the Business offers to Customers. "Online Booking" means a booking paid electronically through the Platform. "Venue Booking" means an appointment settled directly at the Business, including appointments you record from phone, WhatsApp or walk-ins.

2. Nature of the Platform

Lotion is a technology platform that enables Customers to discover and book Services, and enables Businesses to manage appointments. Lotion is not a provider of any Service, is not a party to the contract between the Business and the Customer, and does not act as the Business's employer, agent, partner or insurer. The contract for each Service is formed solely between the Business and the Customer.

3. Eligibility and Account

You must be a lawfully established business, or a lawfully self-employed individual, operating in the Kingdom of Saudi Arabia, and must hold every licence, permit and registration required for the Services you offer (including municipal, commercial and professional licences). You must provide accurate, complete and current information, keep it updated, and keep your login credentials confidential. You are responsible for all activity under your account, including by team members you invite. Lotion may request verification documents (KYC) at any time and may limit or suspend the account until verification is complete.

4. Your Obligations

You are solely responsible for: (a) the Services you offer and deliver, their quality, safety and hygiene, and their conformity with applicable law; (b) your staff, contractors and premises; (c) the accuracy of your listings, prices, durations, availability, photos and descriptions; (d) honouring bookings made through the Platform on the terms displayed at the time of booking; (e) any health, allergy, skin-test or suitability assessment a Service requires, and obtaining any consent a Customer must give; (f) compliance with all laws applicable to your business, including consumer protection, commercial, labour, health, municipal, advertising, tax and personal data protection laws; and (g) any audience or gender policy you apply, which must itself comply with applicable law.

5. Prohibited Services and Conduct

You must not offer, through the Platform, any medical, surgical or pharmacological procedure, or any procedure that by law may only be performed by a licensed healthcare practitioner or facility, unless you hold that licence and Lotion has approved the listing in writing. You must not post false, misleading or infringing content; manipulate reviews or ratings; discriminate unlawfully; harass Customers; misuse Customer data; or use the Platform for any unlawful purpose. You must not solicit a Customer who first booked with you through the Platform to pay you outside the Platform for an Online Booking in order to avoid fees.

6. Fees

6.1 The scheduling system is provided without subscription fees. No commission is charged on Venue Bookings.

6.2 For each Online Booking, Lotion charges a platform commission at the rate shown in your business portal, which is 5% of the booking value unless a different rate has been agreed with you in writing or is shown in your portal.

6.3 Payment processing fees charged by the payment provider, and the value added tax (VAT) on those fees, are borne by the Business and are shown separately in your reports.

6.4 All fees are exclusive of VAT, which will be added where applicable. You are solely responsible for the VAT and any other taxes on the Services you sell, and for issuing any invoices, including electronic invoices, that the law requires of you.

6.5 Lotion may change its fees by giving you at least thirty (30) days' notice by email or in the portal. Changes apply to bookings made after the effective date. Continuing to accept Online Bookings after that date constitutes acceptance; if you do not accept, you may stop accepting Online Bookings or close your account.

7. Payments, Payouts, Refunds and Chargebacks

7.1 Online payments are processed by a licensed third-party payment provider under its own terms, which you must accept to receive payouts. Lotion does not hold card data.

7.2 Payouts are made to the bank account you register, less the commission, payment processing fees and VAT set out in Section 6, according to the provider's settlement schedule. Lotion is not responsible for delays, holds or errors caused by the payment provider, the banks or incorrect information you supply.

7.3 Refunds follow the cancellation policy that applied to the booking. Where you cancel or fail to deliver a Service, the Customer is refunded in full and you bear the cost of that refund. Refunds, chargebacks, reversals and any related fees or penalties are your responsibility, and Lotion may deduct them from any amount payable to you or recover them from you.

7.4 Lotion may withhold or delay a payout where it reasonably suspects fraud, a breach of these Terms, or a dispute, until the matter is resolved.

8. Cancellations, No-Shows and Disputes

You must choose a cancellation policy from the templates offered by the Platform; the policy shown to the Customer at booking is binding on you. Disputes about the quality, delivery or outcome of a Service are between you and the Customer. Lotion may, at its discretion and without any obligation, help resolve a dispute, and may issue a refund to a Customer under the applicable policy where you have failed to deliver a booked Service.

9. Reviews

Customers may publish ratings and reviews of completed bookings. You may respond to reviews in a professional manner. Lotion does not endorse reviews, but may remove or hide content that breaches its policies. You must not offer incentives for positive reviews or post reviews of your own business.

10. Content and Licence

You retain ownership of the content you upload (including your name, logo, photos and descriptions). You grant Lotion a non-exclusive, royalty-free, worldwide licence, for the term of your account and a reasonable period afterwards, to host, reproduce, adapt for display and publish that content on the Platform and in Lotion's marketing of the Platform. You warrant that you own or are licensed to use that content, and that it does not infringe anyone's rights or include any person's image without their consent.

11. Personal Data

For data about Customers who book through the Platform, and for any client data you enter into the Platform, you must comply with the Personal Data Protection Law of the Kingdom of Saudi Arabia and its regulations. You may use Customer data only to deliver and manage the booked Services, and must not use it for marketing without the Customer's consent. Lotion processes personal data in accordance with its Privacy Policy. You must notify Lotion without delay of any suspected unauthorised access to your account or to Customer data.

12. Platform Availability

The Platform is provided "as is" and "as available". Lotion does not warrant that it will be uninterrupted, error-free or free of harmful components, or that it will generate any volume of bookings or revenue. Lotion may modify, suspend or discontinue any feature at any time. You are responsible for keeping your own records of appointments and transactions.

13. Limitation of Liability

13.1 To the maximum extent permitted by law, Lotion is not liable for: (a) the Services you provide, or any injury, damage, loss or claim arising from them; (b) the acts or omissions of Customers, your staff or any third party, including the payment provider; (c) any indirect, incidental, special or consequential loss, or any loss of profit, revenue, business, goodwill, data or opportunity; or (d) any loss caused by events beyond Lotion's reasonable control.

13.2 To the maximum extent permitted by law, Lotion's total aggregate liability arising out of or in connection with these Terms or the Platform, whether in contract, tort or otherwise, is limited to the total commission Lotion received from you in the three (3) months before the event giving rise to the claim.

13.3 Nothing in these Terms limits any liability that cannot lawfully be limited, including liability for fraud or wilful misconduct.

14. Indemnity

You will defend, indemnify and hold harmless Lotion, its owners, directors, employees and agents from and against any claim, demand, loss, damage, penalty, fine, cost or expense (including reasonable legal fees) arising out of or relating to: (a) the Services you provide; (b) your breach of these Terms or of any law; (c) your content; (d) your handling of personal data; or (e) any dispute between you and a Customer, your staff or any third party.

15. Suspension and Termination

You may close your account at any time, subject to completing or cancelling existing bookings and settling any amounts owed. Lotion may suspend or terminate your account, remove listings, or withhold payouts, with or without notice, if you breach these Terms, if required by law or by the payment provider, or to protect Customers or the Platform. Sections 6, 7, 11, 13, 14, 17 and 18, and any amounts owed, survive termination.

16. Changes to These Terms

Lotion may amend these Terms. Material changes will be notified at least thirty (30) days in advance by email or in the portal. Continuing to use the Platform after the effective date constitutes acceptance of the amended Terms.

17. Governing Law and Disputes

These Terms are governed by the laws of the Kingdom of Saudi Arabia. The parties will first try to resolve any dispute amicably within thirty (30) days of written notice. Failing that, the competent courts in Riyadh have exclusive jurisdiction.

18. General

These Terms, together with the Privacy Policy and any fee or policy shown in your portal, are the entire agreement between you and Lotion concerning the Platform. Acceptance by electronic means is valid and binding under the Electronic Transactions Law. If any provision is held invalid, the remainder stays in force and the invalid provision is replaced by a valid one closest to its intent. A failure to enforce a right is not a waiver. You may not assign these Terms without Lotion's written consent; Lotion may assign them to an affiliate or successor. Notices to you are sent to the email registered on your account; notices to Lotion are sent to the Contact page on the platform. These Terms are published in Arabic and English; in case of any conflict, the Arabic text prevails.