Terms & Conditions for Clients

Eligibility and your account

• You must be at least 18 years old to hold a Gizie account and make a booking.
• You agree to give accurate registration details, keep them up to date, and keep your login credentials confidential.
• You are responsible for everything that happens under your account, including bookings made by anyone you let use it.
• You may book on behalf of other people — a guest in a group booking, or a child in your care — provided you have their agreement and you accept responsibility for that booking.
• We may suspend or close accounts that provide false information or breach these Terms.

What Gizie is

Gizie is a marketplace. We connect you with independent businesses — salons, spas, barbershops, nail studios and wellness venues — and with the professionals who work there ("Venues").

Gizie does not cut hair, perform treatments or provide any service itself. Each Venue is independently responsible for the services it offers, the professionals it employs, its licences and insurance, its hygiene and safety standards, and the results of the work. The service agreement for your appointment is between you and the Venue. Gizie is responsible for the Platform: discovery, booking, payment, notifications and support.

Ratings, badges such as "Verified", and the order of search results are based on the information Venues give us, our checks, and client activity on the Platform. They are not a guarantee of quality or of any particular outcome.

Bookings and payment

• You choose your services, a professional (or "any professional") and a time from the availability the Venue publishes. Some appointments are confirmed instantly; others are sent to the Venue as a request and are only confirmed when it accepts.
• Gizie charges the full price of your appointment at the time of booking. There is no deposit and nothing is left to pay at the counter for the services you booked, unless you add extras on the day.
• The total you see before you confirm — services, applicable taxes and any fees — is the amount we charge. Prices are shown in Ethiopian Birr (ETB).
• You may pay with Telebirr, M‑PESA, a supported debit or credit card, Apple Pay or Google Pay. Payment is processed by our payment partners; we do not store your card number or PIN.
• Once payment succeeds we send you a confirmation and the appointment appears in the Venue's calendar. Keep the confirmation in the app — the Venue may ask for it.
• If a request booking is not accepted, or payment fails, no appointment is created and any amount held is released.
• Extras you agree with the Venue on the day — an added treatment, a longer session, a product you buy — are between you and the Venue and are paid directly to it.

Group bookings

• You can book for yourself plus up to five other people, choosing services for each person.
• The person who makes the booking is the account holder for it: you receive the confirmation and reminders, you can reschedule or cancel it, and you are responsible for making sure your guests turn up and know what has been booked.
• You may pay the whole group total, or pay only for your own services and leave your guests to pay for theirs in the app. Any part of a group booking that is not paid for is not confirmed.
• If a guest does not turn up, the no-show terms in Section 6 apply to that guest's services.

Memberships and packages

• Some Venues offer memberships or packages — for example a monthly plan with a discount and priority booking. These are agreements between you and that Venue; the perks, inclusions and any usage limits are shown before you subscribe.
• Memberships renew automatically at the end of each billing period (monthly or annual) at the price shown when you subscribed, until you cancel.
• You can cancel a membership at any time in the app. Cancellation takes effect at the end of the current billing period — you keep the benefits until then, and we do not refund the period already paid for unless the law requires it or the Venue agrees.
• If a Venue changes a membership price or its perks, we will tell you before the change applies to your renewal, and you may cancel instead of renewing.
• If a Venue leaves the Platform or closes, we will tell you and stop billing the membership. Unused prepaid benefits are a matter between you and that Venue; we will help you pursue it and, where we hold funds, refund what has not been earned.

Cancellations, refunds and rescheduling

• Venue cancellation policies. Each Venue sets its own cancellation window, which is displayed on its profile and at checkout.
• Rescheduling. Appointments can be rescheduled in the app. Rescheduling within the Venue's free window is free of charge. Rescheduling outside this window may be treated as a late cancellation under the Venue's published terms.
• Client cancellations. When you cancel a booking, you receive a full refund minus only the service fee.
• No-shows. If you miss an appointment without cancelling in advance, you may request a refund. We will review your provided reason, and based on that evaluation, a partial refund may be issued. Otherwise, the booking is non-refundable.
• Venue cancellations and non-delivery. If a Venue cancels your booking or fails to deliver the booked service, you receive a 100% full refund, and we will assist you in rescheduling or finding an alternative Venue.
• Refund processing and timelines. Bookings are confirmed within 24 hours, and approved refunds are processed within 3–5 business days after approval.
• Where the money goes back. All approved refunds are issued to your original payment method. Mobile wallet refunds (such as ቴሌብር and M‑PESA) typically settle within a few business days, while card refunds take 5–10 business days depending on your bank.

If you do not turn up

• If you miss a confirmed appointment without cancelling in advance, the Venue may report it as a no-show once the appointment time has passed.
• No-show refunds. If you miss an appointment, you may request a refund via Help & support. We will review your provided reason, and based on that evaluation, a partial refund may be issued. Otherwise, the booking is non-refundable.
• You will be notified of a no-show report. If you think it is wrong, you can dispute it in the app within 7 days. We will look at the evidence available to us — messages, reschedule history, and timing data — and give you a decision.
• Repeated no-shows may limit your ability to book, mean a Venue can block you from booking online with it, or lead to your account being suspended.

Rewards, offers and promo codes

• You earn points for completed bookings and for reviews you leave. Points have no cash value, cannot be sold or transferred, and can only be redeemed for the offers shown in the app.
• Tiers (for example Gold or Platinum) and their benefits depend on your activity and may change. We will tell you before a change reduces benefits you already hold.
• Points and offers may expire — the expiry is shown with each offer. Points earned on a booking that is later cancelled or refunded are reversed.
• Promo codes are single-use unless stated otherwise, apply only to the services described, and cannot be combined unless we say so.
• We may withdraw points, offers or codes obtained through error, abuse or fraud, and unused points are forfeited if your account is closed.

Conduct

• Treat the professionals serving you and other clients with respect. Harassment, discrimination, threats and abusive behaviour are not tolerated and may result in immediate suspension.
• Arrive on time and tell the Venue in advance about anything affecting your appointment — an allergy, a skin condition, a medication or a pregnancy — so it can serve you safely.
• Do not use the Platform to arrange a booking and then pay the Venue directly in order to avoid Platform fees, and do not ask a Venue to do so.
• Do not misuse the Platform: no false bookings, no automated scraping, no attempt to interfere with our systems, and no impersonation of anyone else.

Messages and notifications

• Messages, reminders and notes exchanged with a Venue through the Platform are stored on our systems and are not end-to-end encrypted.
• We may access and retain this content to investigate a dispute, look into a safety report, prevent fraud or off-Platform circumvention, for quality assurance, and to comply with the law. Access is limited to authorised staff on a need-to-know basis.
• This processing is described in our Privacy Policy and rests on performing our contract with you and our legitimate interest in a safe Platform.
• Please do not share payment credentials or PINs in messages.
• Service messages — confirmations, reminders, changes — are part of the booking and cannot be switched off while you have an upcoming appointment. Marketing messages are optional and can be turned off at any time.

Reviews

• Only clients who have completed a booking can review the Venue for that booking.
• Reviews must be honest, based on your own experience, and free of abuse, discriminatory language, personal data about other people, and anything unlawful.
• You keep ownership of what you write, and grant Gizie a licence to publish, display and distribute it on the Platform and in marketing.
• We may decline to publish or may remove a review that breaches these Terms, and we may remove reviews that are fraudulent, incentivised or written by someone with a competing interest. Venues cannot pay to have a genuine review removed.
• A Venue may respond publicly to your review.

If something goes wrong

• If a service is not delivered as described, contact us through Help & support in the app. Our team will review the issue, obtain information from both parties, and determine the appropriate outcome — a full refund, a partial refund or no refund — typically within 3–5 business days.
• Raise an issue as soon as you can, and in any event within 14 days of the appointment, so that the evidence is still available.
• Our decision is made in good faith on the evidence available and does not limit any right you have to pursue the Venue directly, or any statutory right you have under Ethiopian consumer law.
• Safety and emergencies: if you feel unsafe or someone needs medical help, contact local emergency services first, then tell us so we can act on the Platform.

Limitation of liability

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded — including liability for death or personal injury caused by negligence, for fraud, or under mandatory Ethiopian consumer protection law.

Subject to that:

• Gizie is not liable for the acts, omissions, standards or results of any Venue or professional, or for anything that happens during your appointment.
• Gizie's total liability arising out of a booking is limited to the amount you paid for that booking.
• Gizie is not liable for indirect, incidental or consequential loss, or for loss of profit, opportunity or data.
• The Platform is provided "as is". We work hard to keep it available and accurate, but we do not warrant uninterrupted service, and availability shown in the app depends on Venues keeping their calendars up to date.

Suspension and termination

We may suspend or close your account if you breach these Terms, if we detect fraud or payment abuse, if your conduct puts anyone at risk, or if we are required to by law. Where it is reasonably possible we will tell you the reason and give you a chance to respond, and you can appeal through Help & support.

You can close your account at any time — see Section 16 of the Privacy Policy. Closing your account does not cancel your obligations for bookings already made.

Changes to these Terms

We may update these Terms. Material changes will be notified in the app or by email before they take effect, and the effective date above will change. Continuing to use the Platform after that means you accept the updated Terms. The version that applies to a booking is the one in force when you made it.

Governing law and disputes

These Terms are governed by the laws of the Federal Democratic Republic of Ethiopia.

We would like to resolve any problem directly, so please contact us first. If we cannot resolve it, the competent courts of Addis Ababa, Ethiopia have exclusive jurisdiction over any dispute arising out of these Terms or your use of the Platform. If you are a consumer resident elsewhere, this does not deprive you of the protection of the mandatory laws of your country of residence.

Contact us