Terms of Service

1. Agreement to Terms

By accessing or using the Good Hands platform ("Platform" or "Service"), you agree to be bound by these Terms of Service ("Terms"). If you disagree with any part of the terms, you may not access the Platform.

2. Platform Description & Role

Good Hands is a technology platform that connects clients with independent beauty professionals. We operate as a marketplace and booking facilitator only. We are not a beauty service provider, employer, or agency.

Our platform services include:

• On-location hair and makeup carried out by a senior artist
• Booking coordination and scheduling facilitation
• Secure payment processing on behalf of service providers
• Customer support and communication tools
• Quality verification and professional vetting

3. Corporate & Invoicing Information

Good Hands is a Narratum platform, operated by Narratum Inc., a corporation incorporated in the State of Delaware, United States. All invoices for services booked through Good Hands are issued by Narratum Inc.

Invoices are issued in Euros (€) and state the service date, each artist fee, any standby time, the Concierge Platform Fee and the total due. Business clients should provide their full company name, address and tax identification number at the time of booking so that the invoice can be issued correctly.

4. User Responsibilities

4.1 Account Information

You agree to provide accurate, current, and complete information and to update it as necessary to maintain accuracy.

4.2 Conduct

You agree not to:

• Use the Service for any illegal or unauthorized purpose
• Harass, abuse, or harm beauty professionals or other users
• Provide false or misleading information
• Attempt to circumvent our concierge service fees
• Use automated systems to access the Service

5. Platform Fees & Commission Structure

5.1 Service Fees

Good Hands charges a platform service fee ("Commission") for facilitating connections between clients and beauty professionals. This fee covers:

• Platform access and booking technology
• Professional vetting and quality assurance
• Customer support and dispute resolution
• Secure payment processing
• Marketing and client acquisition on behalf of professionals

5.2 Late Evening Appointments

Appointments that start or run into the late evening are subject to a late evening fee. The late evening fee is included in the Concierge Platform Fee and is not charged as a separate line item. Where an appointment is confirmed for the late evening, the invoice states that late evening fees are included in the Concierge Platform Fee.

5.3 Standby and Waiting Time

Where a client asks an artist to remain on site between services, or an artist is kept waiting beyond the confirmed appointment time, the time is billed as artist standby at €60 per hour, calculated per minute from the end of the previous service or the confirmed start time until the next service begins. Standby time is shown as its own line item on the invoice with the start time, end time and number of minutes. Standby requested in advance is confirmed with the booking; standby caused by delay on the client's side is added to the invoice after the appointment.

5.4 Additional Costs

Artist fees include professional products and travel within Lisbon. The following may be charged in addition and are confirmed with you before the appointment wherever possible:

• Artist standby and waiting time, as set out in section 5.3
• Travel to Cascais, Sintra and other locations outside Lisbon, including tolls and parking
• Additional services, clients or looks added on the day
• Specific products or materials requested by the client beyond the artist's professional kit

5.5 Pricing Transparency

Every quote and invoice sets out separately:

• Each professional's service fee
• Any standby time and additional costs
• The Concierge Platform Fee
• Applicable taxes, where any apply

Prices are displayed in Euros (€). The price confirmed at booking is the final price unless standby time or additional costs under sections 5.3 and 5.4 arise. Professionals are paid their portion within 7 business days of service completion.

5.6 Payment Terms

Invoices are payable online through the secure payment link or QR code on the invoice, processed through Stripe. Invoices are due on receipt unless a different due date is stated on the invoice. By making a booking, you authorize us to charge your payment method for the full amount, including any standby time and additional costs. Good Hands acts as a payment facilitator, not a party to the service transaction.

5.7 No Direct Payment

Clients agree not to pay beauty professionals directly outside the platform for services booked through Good Hands. Doing so constitutes a breach of these Terms and may result in account suspension.

6. Cancellations and Refunds

6.1 Cancellation Policy

• 48+ hours before: Full refund
• 24-48 hours before: 50% refund
• Less than 24 hours: No refund
• No-show: No refund

6.2 Provider Cancellations

If a beauty professional cancels, we will either reschedule with another qualified professional or provide a full refund.

6.3 Service Issues

If you're unsatisfied with your service, contact us within 24 hours. We'll investigate and may offer a partial refund or future service credit at our discretion.

7. Intellectual Property

The Service and its original content, features, and functionality are owned by Good Hands and are protected by international copyright, trademark, patent, trade secret, and other intellectual property laws.

8. Liability, Warranties & Platform Limitations

8.1 Platform "As Is"

The Platform is provided "as is" and "as available" without warranties of any kind, either express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

8.2 Independent Professional Services

Good Hands is a marketplace that facilitates connections. We do not:

• Employ, supervise, or direct beauty professionals
• Control the methods, timing, or quality of services
• Provide beauty, wellness, or any personal services directly
• Guarantee any specific outcome or result from services

All beauty services are performed by independent contractors or business owners. Any issues with service quality, results, or professional conduct should be addressed directly with the professional and reported to us for mediation support.

8.3 Limitation of Liability

To the maximum extent permitted by applicable law:

• Good Hands shall not be liable for any indirect, incidental, special, consequential, or punitive damages
• Good Hands is not liable for any damages, injuries, or losses arising from services provided by beauty professionals
• Good Hands is not liable for any disputes between clients and professionals
• Our maximum aggregate liability is limited to the platform fees paid by you in the 12 months preceding the claim

8.4 Assumption of Risk

By using beauty services booked through our Platform, you acknowledge and accept inherent risks associated with beauty treatments, including but not limited to allergic reactions, skin sensitivities, and individual results variability. You are responsible for communicating allergies, sensitivities, and health conditions to your chosen professional.

8.5 Insurance

Beauty professionals on our platform are required to maintain their own professional liability insurance. Good Hands verifies insurance credentials during the vetting process but does not provide insurance coverage for services rendered.

9. Indemnification

You agree to indemnify and hold Good Hands harmless from any claims, damages, losses, liabilities, and expenses arising from your use of the Service or violation of these Terms.

10. Dispute Resolution

10.1 Governing Law

These Terms are governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to conflict of law provisions. For users located in the European Union, mandatory consumer protection laws may also apply.

10.2 Dispute Resolution Process

We encourage resolution through our customer support team first. Our dispute process:

1. Contact Support: Reach out within 7 days of the issue
2. Internal Review: We investigate and respond within 5 business days
3. Mediation: If unresolved, we offer mediation with the professional
4. Arbitration: Binding arbitration as final resolution

10.3 Arbitration Agreement

Any disputes not resolved through our internal process will be settled through binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules. The arbitration will be conducted in English. Judgment on the award may be entered in any court of competent jurisdiction.

10.4 Class Action Waiver

To the extent permitted by law, you agree to resolve disputes individually and waive any right to participate in class action lawsuits or class-wide arbitration against Good Hands.

11. Changes to Terms

We reserve the right to modify these Terms at any time. We will notify users of significant changes via email or prominent notice on our website. Continued use after changes constitutes acceptance of the new Terms.

12. Termination

We may terminate or suspend your access to the Service immediately, without prior notice, for conduct that we believe violates these Terms or is harmful to other users, us, or third parties.

13. Contact Information