Terms & Conditions

1. Introduction

These Terms & Conditions ("Terms") govern your access to and use of the MakeupMatch platform, including our mobile application, website and related services (collectively referred to as the "Platform").

By creating an account, browsing the Platform or using any of our services, you confirm that you have read, understood and agree to be bound by these Terms and our Privacy Policy.

If you do not agree to these Terms, you must not use the Platform.

2. About Us

MakeupMatch is owned and operated by:

MakeupMatch Limited

Company Number: 14041910

Registered Office:

The Media Centre
7 Northumberland Street
Huddersfield
England
HD1 1RL

Email:

hello@makeupmatch.co.uk

Website:

makeupmatch.co.uk

3. Definitions

Throughout these Terms:

Admin Fee means the fixed fee charged to Customers during checkout.

Booking means an appointment requested by a Customer through the Platform.

Customer means a user seeking beauty services through MakeupMatch.

Flexi Booking means a Booking that qualifies for refunds in accordance with these Terms.

Pending Booking means a Booking awaiting a Professional's response.

Platform means the MakeupMatch application, website and associated services.

Professional means an independent makeup artist, beauty professional or beauty business offering services through the Platform.

Service Fee means the commission deducted by MakeupMatch from the Professional's earnings.

Standard Booking means a non-refundable Booking unless otherwise stated within these Terms or required by applicable law.

Stripe means Stripe, Inc. and its affiliated companies, which provide payment processing and Professional onboarding services on behalf of MakeupMatch.

User means any Customer or Professional using the Platform.

4. Eligibility

You must be at least 18 years old to create an account or use the Platform.

By creating an account, you confirm that:

• you are at least 18 years old;

• all information you provide is accurate and up to date;

• you have the legal capacity to enter into a binding agreement; and

• you will comply with these Terms and all applicable laws.

We may suspend or terminate accounts where we reasonably believe false or misleading information has been provided.

5. The MakeupMatch Platform

MakeupMatch provides an online marketplace that enables Customers and Professionals to find one another, communicate, request Bookings and process payments. MakeupMatch is not a provider of beauty services and is not a party to the contract for beauty services entered into between a Customer and a Professional. Professionals are solely responsible for the services they provide, including their quality, safety, legality and compliance with applicable laws.

Unless expressly stated otherwise:

• MakeupMatch is not the provider of beauty services advertised on the Platform.

• Professionals are independent businesses or sole traders.

• Any contract for beauty services is entered into directly between the Customer and the Professional.

• MakeupMatch does not employ Professionals or control how they perform their services.

While we strive to maintain a trustworthy marketplace, we do not guarantee the quality, legality, safety or suitability of any Professional or Customer.

6. Customer Accounts

Customers may browse, request Bookings and communicate with Professionals using the Platform.

Customers agree to:

• provide accurate account information;

• keep their contact details up to date;

• maintain the confidentiality of their account credentials;

• notify us immediately of any unauthorised use of their account in accordance with clause 8 (Account Security);

• use the Platform only for genuine booking purposes.

Customers are responsible for all activity carried out through their account unless required otherwise by applicable law.

7. Professional Accounts

Professionals may create listings and accept Bookings through MakeupMatch.

Professionals acknowledge that:

• they are solely responsible for the services they provide;

• they are responsible for setting their own prices;

• they are responsible for ensuring they have any licences, qualifications, insurance or permissions required by law;

• they are responsible for complying with all applicable tax obligations.

Professional identity verification and payment onboarding are carried out by Stripe.

MakeupMatch does not independently verify the identity, qualifications or licensing of Professionals unless expressly stated.

Appointment Information

Professionals are solely responsible for obtaining and maintaining any licences, registrations, insurance, permits or qualifications required to lawfully provide their services.

If a Professional changes their business address or appointment location after a Booking has been confirmed, the Professional is solely responsible for ensuring that affected Customers receive accurate appointment location details before the appointment takes place. In case of any issues arising from the business address or appointment location being changed, you may submit a complaint in terms of clause 25 (disputes).

Where a Professional notifies a Customer of a change to the appointment using the Platform's messaging functionality, MakeupMatch will make that notification available to the Customer through the Platform in the ordinary course. However, MakeupMatch is not responsible for a Professional's failure to send such a notification, for the accuracy of its content, or for any notification a Professional sends outside the Platform.

8. Account Security

You are responsible for maintaining the security of your account.

You must not:

• share your account with another person;

• impersonate another individual or business;

• create multiple accounts to avoid restrictions imposed by MakeupMatch;

• provide false or misleading information.

You must notify us immediately if you believe your account has been compromised. For the safety of the Platform, MakeupMatch reserves the right to suspend accounts which it believes have been compromised.

9. Marketplace Rules

Users must act honestly, respectfully and lawfully at all times.

You must not:

• submit false booking requests;

• engage in fraudulent activity;

• upload misleading information;

• harass, threaten or abuse another User;

• upload unlawful, offensive or discriminatory content;

• infringe another person's intellectual property rights;

• interfere with the operation or security of the Platform;

• attempt to gain unauthorised access to any part of the Platform;

• use bots, automated scripts or scraping tools without our prior written permission;

• engage in any illegal or unlawful activity;

• engage in any activity that is meant to circumvent any security or technological measures on the Platform

We reserve the right to investigate suspected misuse of the Platform and take any action we reasonably consider appropriate, including suspending or terminating accounts. Provided that sufficient warning will be given to persons misusing the Platform if possible. The Platform reserves the right to restrict, suspend and/or removal if consistent misuse is identified or the seriousness of such misuse is such that a warning would not be sufficient.

10. User Content

Users retain ownership of the content that they upload to the platform and remain responsible for any content they upload or submit to the Platform, including:

• profile photographs;

• portfolio images;

• reviews;

• messages;

• descriptions;

• any other content.

By uploading content, you confirm that:

• you own the content or have permission to use it;

• uploading the content does not infringe the rights of any third party;

• the content complies with these Terms and applicable law.

By uploading content, you grant MakeupMatch a non-exclusive, worldwide, royalty-free licence to host, store, display and process your content solely for the purpose of operating, improving and promoting the Platform.

This licence ends when your content is removed from the Platform, except where we are required or permitted by law to retain certain information.

10A. Blocking and Reporting

The Platform allows Customers and Professionals to block and report one another for safety and compliance purposes.

Blocking

A User may block another User through the Platform at any time.

Where a User blocks another User:

• the blocked User will no longer be visible to the blocking User in search results or listings;

• the blocking User and the blocked User will no longer be able to send one another messages or submit new Booking requests to each other through the Platform.

Blocking another User does not cancel or otherwise affect any Booking that was confirmed before the block was put in place. Any such Booking remains subject to clause 22 (Customer Cancellations) and clause 23 (Professional Cancellations), as applicable.

A User may unblock another User at any time through the Platform, which will restore the functionality described above.

Reporting

A User may report another User through the Platform where they reasonably believe that User has breached these Terms, including the Marketplace Rules in clause 9 or the Prohibited Conduct provisions in clause 29.

Reports submitted using this feature are handled in accordance with clause 11 (Moderation) and may result in MakeupMatch taking action against the reported User's account in accordance with clause 34 (Suspension and Termination).

Submitting a report does not guarantee that any particular outcome or action will follow, and MakeupMatch retains sole discretion as to what action, if any, is appropriate in the circumstances.

Users must not submit false, malicious or misleading reports about another User. Doing so may itself constitute misuse of the Platform under clause 9 (Marketplace Rules) and may result in account restrictions, suspension or termination.

11. Moderation

To help protect our Users, MakeupMatch may use automated systems to help identify content that may breach these Terms. MakeupMatch is under no obligation to monitor all content or communications and does not guarantee that prohibited content will always be detected or removed. However, we will investigate any and all reports submitted in relation to content that may breach these Terms, including reports submitted using the blocking and reporting feature described in clause 10A.

These systems may include automated analysis of:

• profile images;

• portfolio images;

• messages;

• other user-generated content.

Automated moderation assists our review processes but may not identify every instance of prohibited content.

We reserve the right to remove content, restrict functionality or suspend accounts where we reasonably believe doing so is necessary to protect our Users or the integrity of the Platform.

12. Booking Requests

Customers may submit booking requests to Professionals through the Platform.

Submitting a booking request does not create a binding contract between the Customer and the Professional.

Bookings remain in a Pending Booking state until accepted by the Professional.

Customers are responsible for ensuring that all booking details, including the requested services, appointment date, time, location and any additional information provided, are accurate before submitting a booking request.

13. Pending Bookings

Professionals have up to 24 hours to respond to a Pending Booking.

A Professional may:

• accept the Booking;

• decline the Booking; or

• allow the Booking request to expire.

Customers are not charged unless and until a Professional accepts the Booking.

If a Pending Booking is cancelled, declined or expires, no payment will be taken.

14. Booking Confirmation

A Booking becomes confirmed only once both of the following have occurred:

• the Professional accepts the Booking request; and

• successful payment has been authorised and processed through Stripe.

Once confirmed, both parties will receive confirmation through the Platform.

15. Prices

Professionals are responsible for setting their own prices.

Displayed prices may include:

• the Professional's service price;

• any applicable travel charge;

• MakeupMatch's Admin Fee.

Professionals are responsible for ensuring that the prices displayed on their profile are accurate.

16. Travel Charges

It is up to the Professionals’ discretion to decide how far they are willing to travel and Professionals may choose whether to charge travel fees. It is up to the Professional to confirm whether they accept bookings that include travel charges. Any cancellation by a Professional due to travel charges or distances shall be considered to be a cancellation by a Professional.

Where applicable, travel charges may be calculated using either:

• a fixed travel fee; or

• a mileage-based fee.

Any applicable travel charge needs to be made clear and will be displayed to the Customer before checkout.

17. Admin Fee

An Admin Fee is payable by the Customer for each confirmed Booking.

The Admin Fee is displayed during checkout before payment is completed.

The Admin Fee is generally non-refundable, except where: (i) a full refund is provided because the Professional cancels the Booking; (ii) the Customer validly exercises a statutory right to cancel within the applicable cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013; or (iii) otherwise required by applicable law.

18. Service Fee

MakeupMatch charges Professionals a Service Fee for each completed Booking.

The Service Fee is deducted from the Professional's earnings before payout.

The applicable Service Fee is displayed within the Platform and is currently 13%.

We may change our Service Fee from time to time by updating these Terms and providing any notice required by applicable law.

19. Payments

Payments are securely processed by Stripe.

By making or accepting a Booking, Users agree to comply with any applicable Stripe terms and conditions.

Stripe independently determines its own onboarding, identity verification, compliance and payment processing requirements.

Professionals acknowledge that payouts are subject to Stripe's verification, compliance and payout processes.

MakeupMatch does not store full payment card details.

MakeupMatch has no control over Stripe's decisions and is not responsible for delays, restrictions or actions taken by Stripe or financial institutions.

20. Standard Bookings

A Standard Booking is the default booking type available through the Platform.

Unless otherwise stated in these Terms or required by applicable law:

• Standard Bookings are non-refundable if cancelled by the Customer after the Booking has been confirmed.

• Customers are responsible for selecting the booking type that best meets their needs before completing checkout.

For the avoidance of doubt, any cancellation by Professionals shall be fully refunded.

21. Flexi Bookings

Flexi Bookings provide additional cancellation flexibility in exchange for an additional fee displayed during checkout.

Where a Customer purchases a Flexi Booking:

• the Customer may cancel the Booking up to 24 hours before the scheduled appointment time;

• the Admin Fee remains non-refundable;

• refunds are processed using the original payment method where possible.

Flexi cancellation rights apply only where the Booking has been confirmed.

22. Customer Cancellations

Pending Bookings may be cancelled by the Customer at any time before they are accepted without charge.

Where a confirmed Standard Booking is cancelled by the Customer:

• no refund will be issued unless required by applicable law.

Where a confirmed Flexi Booking is cancelled more than 24 hours before the scheduled appointment:

• the Customer will receive a refund of the Booking value;

• the Admin Fee will not be refunded.

23. Professional Cancellations

Professionals are expected to honour confirmed Bookings. Professionals may cancel a confirmed Booking up till the end of that appointment.

If a Professional cancels a confirmed Booking:

• the Customer will receive a full refund, including the Admin Fee;

• the Booking will be cancelled;

• MakeupMatch may take action against the Professional's account where appropriate.

Repeated cancellations may result in restrictions, suspension or permanent removal from the Platform.

Following the end of the appointment, the Professional has 72 hours to submit a refund request. The refund request will not be processed if submitted after the 72 hours has elapsed. If submitted within the relevant period, then the request will be reviewed and will be processed accordingly.

24. Refunds

Where a refund is approved, MakeupMatch will initiate the refund through Stripe as soon as reasonably practicable.

The time taken for funds to appear in a User's account depends upon Stripe, the User's payment provider and financial institution.

MakeupMatch is not responsible for delays caused by third-party payment providers.

25. Disputes

If a dispute arises between a Customer and a Professional, either party may contact MakeupMatch through the Help section within the Platform or within clause 47 (contact us) as below.

We may request additional information or evidence from one or both parties.

Where appropriate, MakeupMatch may facilitate communication between the parties and consider any information or evidence provided. MakeupMatch does not act as an arbitrator or court, and any action we take under these Terms relates solely to the operation of the Platform.

Nothing in this clause requires a User to submit a dispute to MakeupMatch before pursuing any right or remedy available to them by law. Our decisions regarding Platform enforcement do not prevent either party from pursuing any legal rights they may have outside the Platform.

Users remain responsible for resolving disputes relating to the services provided.

25A. Complaints

This clause covers complaints about MakeupMatch and the platform.

If you are unhappy with the Platform or with how we have handled a matter, you may submit a complaint to us using the contact details as per clause 47 (contact us) below.

We will acknowledge your complaint within 5 working days and aim to provide a full response within 28 days. Where a complaint is complex, we will let you know if more time is need and keep you updated on progress. Nothing in this clause requires a User to submit a dispute to MakeupMatch before pursuing any right or remedy available to them by law.

26. Chargebacks

Users agree not to initiate unjustified payment chargebacks.

Where a chargeback is initiated, MakeupMatch may:

• investigate the circumstances;

• request additional information;

• temporarily restrict the relevant account;

• suspend Platform access while the matter is investigated.

Fraudulent or abusive chargebacks may result in permanent account suspension and any other action available to MakeupMatch under applicable law.

27. Reviews

Customers may submit one review for each completed Booking.

Reviews must:

• relate to a genuine Booking completed through the Platform;

• reflect the reviewer's honest opinion and experience;

• be accurate and not misleading.

Reviews must not:

• contain abusive, threatening, discriminatory or defamatory content;

• contain false or misleading statements;

• include personal information about another User;

• infringe the rights of another person;

• be used to manipulate ratings or reputation.

Professionals cannot edit, respond to or remove Customer reviews.

MakeupMatch may remove any review that we reasonably believe breaches these Terms or applicable law.

Where a Customer deletes their account, their existing reviews will remain visible but will be attributed to Deleted U. Whilst MakeupMatch will remove the name from existing reviews, Customer should avoid posting any reviews or comments that contain any personally identifiable information within the text.

Where a Professional deletes their account, reviews associated with that Professional's public profile will no longer be publicly displayed.

Reviews represent the opinions of individual Users and do not necessarily reflect the views of MakeupMatch. 

28. Messaging

The Platform includes messaging functionality to help Customers and Professionals communicate regarding Bookings.

Users are expected to keep communications respectful, professional and relevant to their Booking.

We recommend that Users keep booking-related communications within the Platform. Communications conducted outside MakeupMatch are not monitored by us and may limit our ability to assist if a dispute arises.

Users must not use the messaging feature to:

• harass or intimidate another User;

• send spam or unsolicited promotional content;

• send unlawful, offensive or discriminatory content;

• engage in fraudulent or misleading behaviour.

MakeupMatch uses automated systems to help identify messages that may breach these Terms.

Repeated violations may result in account restrictions or suspension.

29. Prohibited Conduct

Users must not use the Platform to:

• engage in unlawful activity;

• submit fraudulent Booking requests;

• impersonate another individual or business;

• upload false or misleading information;

• manipulate reviews or ratings;

• interfere with another User's use of the Platform;

• attempt to bypass Platform fees;

• attempt to circumvent the Booking process provided by MakeupMatch;

• upload malicious software or code;

• attempt to access systems or information without authorisation;

• use automated software, bots or scraping tools without our prior written permission.

Users must not encourage or assist another person to breach these Terms.

30. Intellectual Property

All intellectual property rights in the Platform, including but not limited to:

• software;

• designs;

• graphics;

• branding;

• logos;

• text;

• layouts;

• databases;

• source code; and

• functionality,

remain the property of MakeupMatch Limited or its licensors.

Nothing in these Terms transfers ownership of any intellectual property to Users.

Users must not copy, reproduce, modify, distribute, reverse engineer, scrape, clone or otherwise exploit any part of the Platform, except where expressly permitted by applicable law or with MakeupMatch's prior written permission.

31. Trade Marks

MakeupMatch® and any associated names, logos, branding and trade marks are the property of MakeupMatch Limited.

Users must not use, reproduce or imitate our branding without our prior written permission.

32. Copyright

Users must only upload content that they own or have permission to use.

If you believe content on the Platform infringes your copyright or other intellectual property rights, please contact us at:

hello@makeupmatch.co.uk

We may remove or restrict access to content where we reasonably believe doing so is appropriate.

33. Platform Availability

We aim to keep the Platform available at all times.

However, we do not guarantee uninterrupted, secure or error-free access.

The Platform may occasionally be unavailable due to:

• maintenance;

• updates;

• technical issues;

• third-party service interruptions;

• events outside our reasonable control.

MakeupMatch shall not be responsible for temporary interruptions to the availability of the Platform.

34. Suspension and Termination

We may suspend, restrict or terminate any account where we reasonably believe it is necessary to:

• protect other Users;

• investigate suspected misuse of the Platform;

• enforce these Terms;

• comply with legal or regulatory obligations;

• protect the security or integrity of the Platform.

Where appropriate, we may do so without prior notice.

Suspension or termination does not affect any rights or obligations that arose before the account was suspended or terminated.

35. Account Deletion

Users may permanently delete their account through the Platform.

Before an account is deleted, Users must complete identity verification using the verification process provided by MakeupMatch.

Account deletion is not available where the User has any upcoming Bookings.

Upon successful deletion:

Customers

• authentication credentials will be permanently deleted;

• profile information will be removed or anonymised;

• profile photographs will be removed;

• email address and phone number will be removed;

• previous reviews will remain but will be attributed to Deleted U.;

• previous messages will remain but will be attributed to Deleted U.;

• previous Booking records will be retained for legal, accounting and dispute resolution purposes and the Customer's name will appear as Deleted U.;

• pending Booking requests will be automatically cancelled.

Professionals

• authentication credentials will be permanently deleted;

• public profiles will be removed from the Platform;

• profile photographs, banners and portfolio images will be removed;

• email address and phone number will be removed;

• previous messages will remain but will be attributed to Deleted User;

• previous Booking records will be retained for legal, accounting and dispute resolution purposes and the Professional's name will appear as Deleted User;

• pending Booking requests will be automatically declined.

Certain information, including payment records and financial transaction records, may be retained where required by law, regulatory obligations or payment providers such as Stripe.

36. Privacy

Our collection and use of personal information is governed by our Privacy Policy.

By using the Platform, you acknowledge that your information may be processed in accordance with our Privacy Policy.

37. Third-Party Services

The Platform relies on third-party providers to deliver certain functionality.

These providers include payment processors, cloud infrastructure providers, mapping services and other technology partners.

The availability and functionality of those services are outside MakeupMatch's reasonable control.

MakeupMatch is not responsible for interruptions, delays or failures caused by third-party providers.

38. Disclaimer

The Platform is provided on an "as available" and "as is" basis.

To the fullest extent permitted by applicable law, MakeupMatch does not warrant that:

• the Platform will always be available;

• the Platform will always be uninterrupted;

• the Platform will always be error-free;

• the Platform will meet every User's expectations or requirements;

• Professionals will attend appointments;

• services provided by Professionals will meet Users' expectations;

• appointments will proceed as scheduled; or

• Users will comply with these Terms or applicable law.

Nothing in these Terms excludes or limits any rights that cannot lawfully be excluded under applicable law.

39. Limitation of Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation; or

• any liability that cannot legally be excluded or limited.

Subject to the above and to the fullest extent permitted by applicable law, MakeupMatch shall not be liable for any indirect, incidental, consequential or special loss, or for any loss of profits, revenue, business, goodwill, opportunity or anticipated savings arising out of or in connection with the use of the Platform.

MakeupMatch is also not responsible for losses arising from:

• cancelled appointments;

• dissatisfaction with services provided by Professionals;

• allergic reactions or other outcomes resulting from services provided by Professionals;

• missed events;

• inaccurate information provided by Users;

• disputes between Users; or

• interruptions or failures caused by third-party providers.

Users remain responsible for the decisions they make when using the Platform.

40. Indemnity

To the extent permitted by applicable law, you agree to indemnify and hold harmless MakeupMatch Limited, its directors, officers, employees and affiliates against claims, losses, damages, liabilities and expenses arising from:

• your breach of these Terms;

• your misuse of the Platform;

• your infringement of another person's rights;

• your unlawful conduct;

• Any issues relating to content uploaded onto the Platform

41. Force Majeure

MakeupMatch shall not be responsible for delays or failure to perform obligations caused by events beyond our reasonable control.

Such events include, but are not limited to:

• natural disasters;

• severe weather;

• acts of government;

• war;

• terrorism;

• civil unrest;

• pandemics;

• cyber attacks;

• internet outages;

• power failures;

• failures of telecommunications networks;

• failures of payment providers; and

• failures of cloud service providers.

42. Changes to the Platform

We may modify, suspend, discontinue or introduce features, functionality or services within the Platform at any time.

We may also introduce new services, fees or functionality.

Where required by law, we will provide appropriate notice before material changes take effect.

43. Changes to these Terms

We may update these Terms from time to time.

The latest version will always be made available through the Platform.

Where changes materially affect your rights or obligations, we will provide notice where required by applicable law.

Your continued use of the Platform after updated Terms take effect constitutes acceptance of those updated Terms.

44. Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of England and Wales. This does not deprive you of the protection of any mandatory provisions of the law of the country in which you are resident, where applicable.

Any dispute arising from or relating to these Terms or the Platform shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where applicable consumer law provides otherwise.

45. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, the remaining provisions shall remain in full force and effect.

46. Entire Agreement

These Terms, together with our Privacy Policy and any additional policies expressly incorporated by reference, constitute the entire agreement between you and MakeupMatch regarding your use of the Platform. For the avoidance of doubt, any terms in relation to the usage of Stripe are not incorporated into these Terms.

Nothing in these Terms limits any statutory rights that you may have under applicable consumer law.

47. Contact Us

If you have any questions regarding these Terms or the Platform, you can contact us at:

MakeupMatch Limited

The Media Centre
7 Northumberland Street
Huddersfield
England
HD1 1RL

Email: hello@makeupmatch.co.uk

Website: makeupmatch.co.uk

© MakeupMatch Limited. All rights reserved.