Legal

Terms & Conditions

Effective Date: 4 September 2026

These terms and conditions ("Terms") govern the use of services made available on or through Zulish Nail (the "Platform"). By using the Platform to book services, you agree that you have read, understood, and are bound by these Terms.

1. Scope of Services

• Zulish Nail is a technology platform that connects customers with independent third-party nail care professionals ("Nail Professionals") who provide home-based nail art, extensions, and related nail care services ("Pro Services").
• Zulish Nail facilitates the booking and processing of payments but does not directly employ the Nail Professionals. All Nail Professionals act as independent contractors.

2. Account Creation

• To avail of the services, you must create an account on the Platform.
• You represent that you are at least 18 years of age and that all information provided during registration is accurate and complete.
• You are solely responsible for maintaining the confidentiality of your account credentials.

3. Eligibility

• To use our services, customers must be residents of India and provide a service address within our operational cities.
• You must provide accurate contact and address details.
• If a service is booked for a minor under eighteen years of age, an adult must be present for the entire duration of the service.

4. Bookings, Cancellations, and Refunds

• Booking Process: You may request Pro Services at a time of your choosing based on available slots. Once a booking is confirmed, you will receive a notification. If a designated Nail Professional becomes unavailable, Zulish Nail reserves the right to offer a substitute or cancel and refund the booking.
• Cancellation & Refund Policy: Zulish Nail allows cancellations up to 2 hours before the scheduled appointment without any penalty. Cancellations made after this window, or in the event the customer is unavailable when the Nail Professional arrives, will incur a late cancellation fee. Eligible refunds for cancelled bookings will be processed and credited back to the original payment source within 5 to 7 working days.
• Zero-Penalty Exceptions: No late cancellation fee is charged, even within the 2-hour window, if Zulish Nail has not yet assigned an artist to your booking, or if your assigned artist has not reached your location and started the service after our standard buffer time (tolerance window) past your scheduled appointment time. See the full Cancellation & Refund Policy.

5. Rescheduling and Emergency Cancellations

• Bookings can be rescheduled free of charge up to two hours before the scheduled service time, depending on the availability of the artist.
• Within two hours of the start time, bookings can no longer be rescheduled. They can still be cancelled from the app, subject to the late cancellation fee and its zero-penalty exceptions.
• In case of a genuine emergency, customers must call our provided support helpline.

6. Refunds and Zulish Wallet

• When you cancel a prepaid booking, the refund amount is immediately credited to your Zulish Wallet. You can use these wallet funds for future bookings or withdraw the money to your original bank account.
• For cash-after-service bookings, there are no refunds unless a tip or membership fee was paid in advance, which will be credited to your wallet.

7. Pricing, Fees, and Payment

• Pricing & Surge Pricing: Customers are required to pay the charges indicated at the time of booking. You acknowledge and agree that prices for services may increase substantially during periods of high demand, bad weather, or festive seasons (Surge Pricing). Zulish Nail reserves the right to amend fees at its sole discretion. Payments can be made via credit/debit cards, net banking, UPI, digital wallets, or cash upon completion of the service.
• Payment Processor Errors: We use secure third-party payment processors. Zulish Nail shall not be held liable for any failed transactions, duplicate charges, or processing delays caused by the payment gateway or your bank. In such events, the money will be credited back in accordance with the terms of the respective payment processor.
• Pricing, Taxes, and Tips: Applicable GST, platform fees, convenience fees, and disposable kit charges are added at checkout before you confirm the payment. No extra charges are added after confirmation. Tipping the professional is entirely optional, and 100% of the tip amount goes directly to the artist.
• Promotional Codes & Credits: We may offer promotional codes subject to their specific terms. Promotional codes and Zulish Wallet credits hold no cash value and cannot be transferred. Zulish Nail reserves the right to withhold, deduct, or disable any promotional credits if we reasonably suspect fraudulent, illegal, or abusive use.

8. Customer Responsibilities, Property Damage & Liability

To ensure a safe and professional environment, customers must adhere to the following:

• Anti-Discrimination & Appropriate Conduct: Zulish Nail strictly prohibits discrimination against any assigned Nail Professional on the basis of religion, caste, race, gender, sexual orientation, or disability. You agree to treat all Nail Professionals with respect and courtesy. Any discriminatory, abusive, or inappropriate behavior will result in immediate termination of the service without refund and a potential permanent ban from the Platform.
• Workspace Provision & Property Damage: The customer is solely responsible for providing a safe, clean, and appropriate workspace for the Nail Professional to perform the services. The customer must ensure that valuable or delicate items (including but not limited to furniture, marble flooring, rugs, clothing, etc.) are properly covered or removed from the immediate service area. Zulish Nail and its independent Nail Professionals shall not be held liable for any accidental damage, staining, spills, or spoiling of the customer's property that may occur during the normal course of the service. The customer assumes all risks associated with the designated service environment.
• Pet Liability & Safety: Customers are strictly required to secure their pets in a separate room or enclosed area before the Nail Professional arrives and for the entire duration of the service. In the event of an animal attack, bite, or any injury caused by a customer’s pet to the Nail Professional, the customer shall bear full legal and financial responsibility for all medical expenses, damages, and loss of income incurred by the professional.

9. Customer Conduct

• Customers are strictly requested not to smoke in the room during the service.
• The artist must be provided with the exact address given during the booking, and you cannot ask the artist to travel to a different location once they arrive.
• The artist has the right to end the service and leave if they feel unsafe in the environment.

10. Health, Safety, and Suitability

• Nail services involve chemicals and UV curing lamps. Customers must inform the artist before the service begins if they have any allergies to gels, or chemicals, any skin or fungal infections, wounds, diabetes, pregnancy, or if they are taking medication that affects the skin.
• If you are using gel for the first time, a patch test is recommended 24 hours before the service.
• The artist reserves the right to refuse or stop a service if it is deemed unsafe, and you will not be charged for this.

11. Service Quality and Guarantee

• Every artist submits a government-issued photo ID and their bank details, which our team reviews and verifies before their profile is activated on the platform.
• Artists are required to follow Zulish hygiene guidelines, including clean, well-maintained tools for every appointment.
• If a customer is unhappy with the service, they must raise a ticket within 24 hours, after which the company will arrange a re-do of the service.

12. Reviews and Photos

• Customers may post ratings, reviews, and photographs on the platform to help other users.
• We will only use your reviews or photos for advertising and marketing if we take your separate and explicit permission.
• Any unlawful, defamatory, or inappropriate content will be immediately removed from the platform.

13. Membership and Zulish Gold

• Zulish Gold is an optional paid membership that provides discounts on eligible services.
• This membership does not auto-renew unless it is explicitly stated.
• Customers can cancel their membership at any time before the next renewal date.

14. Non-Solicitation and Platform Bypassing

• By using the Zulish Nail Platform, you agree not to solicit, hire, or otherwise engage our independent Nail Professionals outside of the Platform.
• Any attempt to bypass the Platform to directly book services and evade platform fees is strictly prohibited. Violation of this clause will result in the immediate and permanent suspension of both the customer's and the Nail Professional's accounts from the Platform.

15. Privacy and Communications

• Data Privacy: Your use of the Platform is also governed by our Privacy Policy. By using Zulish Nail, you consent to the collection, use, and sharing of your information as described in our Privacy Policy.
• Communication Consent: By creating an account, you explicitly agree and consent to receive communications from Zulish Nail, including but not limited to OTPs, booking confirmations, promotional offers, and system updates via SMS, WhatsApp, Email, or Push Notifications. You can opt out of promotional messages at any time.

16. Intellectual Property Rights

• All content on the Platform, including but not limited to logos, animated graphics, UI/UX designs, text, software, and trademarks, is the exclusive property of Zulish Nail.
• You are granted a limited, non-exclusive license to use the app for personal, non-commercial purposes. You may not copy, modify, distribute, or reverse-engineer any part of the Platform.

17. Account Suspension and Termination

• Zulish Nail reserves the right to suspend, deactivate, or permanently delete your account at our sole discretion, without prior notice, if we suspect any violation of these Terms, fraudulent activity, or misuse of the Platform.

18. Indemnification

• You agree to indemnify, defend, and hold harmless Zulish Nail, its affiliates, employees, and independent Nail Professionals from any and all claims, liabilities, damages, losses, or expenses (including legal fees) arising out of or related to your use of the Platform, your violation of these Terms, or any damage caused by you or your pets to the Nail Professional.

19. Disclaimers, Warranties, and Force Majeure

• Disclaimers: The services are provided on an "as is" basis without warranty of any kind. While Zulish Nail strives to maintain high quality, we do not make any guarantees regarding the specific performance of independent Nail Professionals, nor are we liable for any direct or indirect damages arising out of the Pro Services.
• Maximum Liability Cap: To the maximum extent permitted by law, Zulish Nail's total liability to you in connection with any claim arising out of these Terms or the Services shall not exceed the total commission/platform fee received by us for that specific booking, or a maximum of INR 10,000 (Rupees Ten Thousand), whichever is lower.
• Force Majeure (Acts of God): Zulish Nail and its professionals shall not be held liable for any delay, cancellation, or failure in performance resulting directly or indirectly from causes beyond our reasonable control, including but not limited to severe weather, internet or telecom outages, strikes, riots, acts of God, or governmental orders.

20. Changes to these Terms

• We may update these Terms from time to time.
• Material changes will be highlighted in-app before they take effect.
• Continued use after such notice means you accept the updated Terms.

21. Jurisdiction and Dispute Resolution

• These Terms shall be governed by the laws of India.
• Any disputes arising out of these Terms or the use of the Platform shall be subject to the exclusive jurisdiction of the courts located in New Delhi.

22. Legal Rights

• Nothing in these terms limits your statutory rights.
• As a consumer, you always keep your right to approach the Consumer Commission under the Consumer Protection Act of 2019 for any unresolved grievances.

Grievance Redressal Policy

At Zulish Nail, we are committed to providing a seamless experience for all our users, including customers, partners, and artists. We believe in resolving disputes and concerns in a fair, transparent, and timely manner. This Grievance Redressal Policy outlines the mechanism for raising and addressing complaints effectively.

1. Grievance Redressal Officer (GRO)

In compliance with the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology (Intermediary Guidelines) Rules, 2021, we have appointed a Grievance Redressal Officer to address your concerns.

2. Scope & Applicability

This policy applies to all users interacting with our platform:

• Customers: For issues related to service bookings, cancellations, refunds, or service quality.
• Partners & Artists: For matters concerning platform fees, payouts, booking scheduling conflicts, profile verification (KYC), or account restrictions.

3. How to File a Grievance

Users can register their complaints through the following channels:

• Step 1 (In-App Support): Use the "Help & Support" or "Contact Us" section within the mobile application.
• Step 2 (Email): If the issue remains unresolved, you can write directly to our Grievance Officer at the email address provided above.

Important: When raising a grievance, please ensure you provide the following details for a faster resolution:

• Registered Mobile Number and Email ID
• Booking ID / Reference Number
• A clear description of the issue
• Supporting documents or screenshots (if applicable)

4. Resolution Timelines

We adhere strictly to the timelines mandated by the law to ensure your concerns are addressed promptly:

• Acknowledgment: Any grievance received will be acknowledged within 48 hours of receipt, and a unique ticket/tracking number will be provided.
• Resolution: We aim to resolve all grievances within a maximum period of 30 days from the date of receipt of the complaint.

5. Escalation Matrix

To ensure systematic resolution, we have established the following escalation matrix:

• Level 1: Reach out to our standard Customer Support team via the in-app chat or email at [email protected].
• Level 2: If you do not receive a satisfactory response within 7 days, or if your query is closed without your consent, you may escalate the ticket directly to the Grievance Redressal Officer.