When we use capitalised words or phrases in these Terms of Service, they have the following meanings:
"Appointment" means any appointment booking for one or more services from a Center made through the Merbeli Platform, including as updated, re-scheduled or cancelled;
"Cancellation Policy" means a policy that is included in the Center Terms of Sale of an Appointment whereby a Center may charge you (through the Center Payment Services) a certain fee for a cancelled Appointment, which may be up to 100% of the value of the Appointment;
"Client" and "you" means you, the user of the Merbeli Services or the purchaser of any Center Services;
"Confirmation" means a written confirmation that we provide to you regarding an Appointment or Order, via email or the Merbeli Platform;
"Deposit Policy" means a policy that is included in the Center Terms of Sale whereby a Center may request that you (through the Merbeli Payment Services) purchase a Center Credit at the time you make such Appointment;
"Merbeli Account" means an account you create on the Merbeli Platform, containing information such as your name, Appointment and order history, and contact information;
"Merbeli Appointment Services" means all appointment booking services, including creating, updating, rescheduling and cancelling appointments, provided through the Merbeli Platform;
"Merbeli Payment Services" means the online and in-app payment facility available for select Centers on the Merbeli Platform;
"Merbeli Platform" means, together: (a) the website merbeli.com, accessible through any web browser (our "Site"), (b) our mobile application published on the Apple Store and Google Play Store and downloaded and installed by you on your device (our "App"), and (c) the web interface owned and provided by Merbeli, which a Center may embed on their own website or social media channels (the "Merbeli Widget");
"Merbeli Services" means all information, recommendations and/or services provided by Merbeli to you by means of your use of the Merbeli Platform, including the Merbeli Platform,Merbeli Appointment Services andMerbeli Payment Services, and Center Profiles;
"No Show Policy" means a policy that is included in the Center Terms of Sale of an Appointment whereby a Center may charge you (through theMerbeli Payment Services) a certain fee for a failing to show up to a Center's place of business at the time indicated on the Appointment, which may be up to 100% of the value of the Appointment;
"Order" means any orders for products ("Products") from a Center through their store on the Merbeli Platform;
"Center Contract" means any contract between you and the relevant Center for their Center Services which you book through the Merbeli Platform, including any Center Terms of Sale (as provided to you prior to confirming your Appointment/Order);
“Center Credit” means a credit which is purchased via the Merbeli Services by the Client for the purpose of providing a pre-payment to a Center in respect of a Center Service.
"Center Profile" means a Center's webpage(s) on the Merbeli Platform, which may include information about theirCenter Services and, if applicable, their Center store;
"Center Services" means any products, goods and/or services of a Center offered for purchase or booking on the Merbeli Platform, including fulfilling any Appointment, Voucher or Order;
"Center Terms of Sale" mean the date, time, price, Center Services, discount, location, and any other information or terms and conditions (including any Deposit Policy, Cancellation Policy, No Show Policy or a return and refunds policy ) provided through the Merbeli Platform at the time that an Appointment is made by the Client.
"Center Voucher" means a voucher (with details of a Center offer and a unique security code) issued by the Center via the Merbeli Platform which, when presented to the relevant Center in physical or electronic form, entitles the voucher holder to receive the Center offer from the Center, subject to any Center Contract.
"Center" means a selected third-party provider of goods and services, who offers their goods and services for sale on the Merbeli Platform;
"Pay In-Store Service" means where an Appointment/Order is made on the Merbeli Platform but payment is made at the Center's premises (and not made online using the Merbeli Payment Services);
"Payment Processor" means third-party payment processors supporting Merbeli with the provision of the Merbeli Payment Services;
Merbeli offers a way to connect you to our Centers, who offer a range of Products and services in the beauty and wellness space, such as hair, beauty, training and therapy services. The Merbeli Platform allows you to make an Appointment for a Center Service, an Order for a Product from a Center and directly pay for your Services and Orders. Merbeli does not operate any Center, provide any Center Services, or fulfil any Orders for Products.
By using the Merbeli Services you enter into a contract with Merbeli under these Terms of Service. However, your contract for the Center Services is only between you and the Center.
Merbeli acts only as an intermediary between you and the Centers, including acting as the agent for each Center to arrange and conclude your Appointment/Order.
When you pay for an Appointment/Order on the Merbeli Platform, we receive payment as a commercial agent on behalf of the relevant Center and this discharges your debt to the Center for that Appointment/Order. This doesn't apply to any Pay In-Store Service.
If you use the Merbeli Platform to book or order any Center Services or Products, you also enter into a Center Contract with the relevant Center, including any Center Terms of Sale.
Centers' provision of Center Services and fulfilling any Appointment/Order is subject to the Center Contract. Merbeli is not a party to the Center Contract you have with the Center.
Our Centers are required to provide Center Services as set out in the relevant Center Contract (including any Center Terms of Sale).
We require our Centers to ensure that all information provided by them for the Merbeli Platform is accurate, complete and not misleading in any way. Nonetheless, we cannot verify the information which Centers provide to us. It is each Center's responsibility to ensure that all of its Center Services listed on the Merbeli Platform are available and accurately described. The descriptions and/or images of the Center Services on the Merbeli Platform are for illustrative purposes only, and actual Center Services may vary from those descriptions and/or images.
If you are a consumer, you have legal rights in relation to services that are not performed with reasonable care and skill or are otherwise not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or trading standards office. Nothing in these Terms of Service will affect these legal rights.
In order to make any Appointment/Order through the Merbeli Platform you may check out as a guest, or you may create a Merbeli Account by signing-up with Merbeli and providing certain information, including your name, mobile telephone number and payment information, and any password you set.
You must provide accurate and complete information to Merbeli, and keep this information up to date through the Merbeli Platform. Merbeli may verify the information that you provide, and may refuse use of the Merbeli Services or Merbeli Platform without providing reasons.
To get the make most of your use of Merbeli, you can
It is your (or the person receiving the Center Services) sole responsibility to communicate in advance any medical or health-related conditions and/or special needs to the Center that might affect or be affected by any Center Services (for example without limitation, allergy information and health matters). This includes checking, prior to purchasing any Product, that it is suitable for you and requesting further information from the Center selling the Product if required.
If you (or the relevant recipient of the Center Services) fail to disclose any such information to the applicable Center, or fail to check a Product's suitability (including checking with the relevant Center), neither Merbeli nor the relevant Center shall be liable to you (or the recipient of the Center Services) for any injury, loss or damages resulting from the Center Services that could reasonably have been avoided if you (or the recipient of the Center Services) had disclosed (or checked or requested) that information prior to receiving the Center Services.
In connection with your use of the Merbeli Services, Merbeli may send you electronic service messages. These electronic messages may be sent for various reasons, including for security purposes (e.g. verifying that your smartphone is connected to the phone number you entered upon registration) and issues related to an Appointment/Order you placed (e.g. if the Center updates an Appointment, or is out of stock of an item you ordered, you may be notified by text message).
You agree to receive automated text messages from Merbeli and its Centers at the phone number you provided when registering for the service. You further agree that these messages may include promotional content as well as information about your account and Appointment/Order. Your agreement to receive promotional texts is not a condition of using the service.
For information on how we use your personal information, and about promotional and marketing messages, please refer to our Privacy Policy.
The Merbeli Platform allows you to select which Center Services you would like to receive and make an Appointment/Order for that Center Service. You may check and correct any errors before confirming your Appointment/Order. We will disclose any Center Terms of Sale (including any Deposit Policy, Cancellation Policy or No Show Policy) to you prior to your confirmation. Please read and check all details of your Appointment/Order and any applicable Center Terms of Sale before confirming your Appointment/Order.
When you make an Appointment/Order, we (as commercial agent of the Center) will send your request to the Center, and the Center Contract will be formed when we send you a Confirmation. All Center Services shown on the Merbeli Platform are subject to availability. We may accept or reject each Appointment/Order on behalf of the Center. Your Confirmation is your receipt from Merbeli, and will be sent via email or SMS, to the contact information provided in your Merbeli Account, upon confirming an Appointment/Order. If you require a tax receipt, you need to contact the Center directly.
When you make an appointment, you will need to arrive at the place of business of the Center in order to receive the Center Services. The place of business will be indicated in the Center Terms of Sale.
Centers may issue Center Vouchers which can be used for Center Services, or our Centers may allow you to purchase Center Vouchers for later use against their services. The Center Vouchers are at the discretion of the Center.
If you purchase a Center Voucher from a Center, this is subject to any Center Terms of Sale provided to you at the time of purchase. Centers' provision and redemption of Center Vouchers is subject to the Center Contract (including any Center Terms of Sale). Merbeli is not a party to the Center Contract you have with the Center, and is not responsible for Center Vouchers. Unless the offer terms state a fixed or minimum period for which an offer will be available, it can be withdrawn at any time, unless you have already placed an order for an Appointment/Order based on the offer and we have sent a confirmation notice.
Prices and any delivery or processing charges for any Appointment/Order will be as quoted on the Merbeli Platform.
The final price you pay for an Appointment may be adjusted to reflect any additional goods or services you purchase from the Center at the time of receiving the Center Services.
Merbeli Centers may also offer discounts that would be reflected on the final amount payable.
You may wish to tip the Center for your Appointment. You will be given this option via a notification on the Merbeli Platform following your Appointment. Any tips are in addition to the purchase price you pay for the Appointment itself, and are entirely at your discretion. Merbeli will collect payment on behalf of the Center, as their limited payment collection agent, and payment of the tips shall be considered a direct payment from you to the Center. We'll share your name with the Center when we notify them of the tip. Subject to payment processing fees, the Center will receive 100% of any (tip) payment you chose to make.
You agree that you will provide Merbeli with a valid method of payment, and that you will pay for all Center Services you purchase from the Center. You may pay for Appointments and Orders via the Merbeli Payment Services or directly with the Center as a Pay In-Store Service.
If you choose to use the Merbeli Payment Services, Merbeli will charge you on behalf of the Center (as its commercial agent) for the total amount of your Appointment/Order (including any applicable taxes and additional fees). To complete the Merbeli Payment Services, we use the payment method you provide to us and in the currency stated in the Confirmation. Currency conversion costs or other charges incurred by you will be borne by you in addition to the payment made to us . When Merbeli receives your payment for the Center Services, this will discharge your debt to the relevant Center for the relevant Appointment/Order.
You may have the option to select certain Appointments/Orders as a Pay In-Store Service. This means that you may make an Appointment/Order without using the Merbeli Payment Services, and then pay the Center directly for Center Services with cash, credit card, or another payment instrument accepted by the Center. This option will only appear for Centers which enable Pay In-Store Services, and may not appear for some Centers.
Merbeli uses third-party payment processor (the "Payment Processor") to link the payment card you provide to the Merbeli Platform. The processing of payments or credits, as applicable, in connection with your use of the Merbeli Platform will be subject to the privacy policies, terms and conditions and other terms of our Payment Procesors and your credit card issuer (in addition to these Terms of Service). Merbeli takes reasonable care to ensure that the Merbeli Payment Services are available and functioning at all times, but cannot guarantee continuous, uninterrupted or secure access to the Merbeli Payment Services, nor can we guarantee that the facility is virus or error free.
Merbeli is not responsible for any errors by the Payment Processor. Access to the Payment Processing may be occasionally restricted to allow for repairs, maintenance or the introduction of new facilities or services. We will attempt to provide reasonable notice of any scheduled interruptions and will do what we can to restore the facility as soon as reasonably possible.
The Center is solely responsible for any indirect taxes (for example sales tax, VAT, GST, or service tax) on the total value of an Appointment/Order, plus any adjustments for additional goods or services sold or discounts applied, where applicable.
Other than VAT or other applicable sales taxes which are included in the price shown on the Merbeli Platform, Merbeli does not charge you taxes on Orders, as the Center Services are provided by the Center, not by Merbeli. If you order via the Merbeli Platform, we will provide a tax invoice via the Merbeli Platform. If you order directly via a Center, the Center shall provide a tax invoice on request.
We add taxes to all Products in an Order, and apply the highest applicable Product tax for shipping, where relevant (i.e. if Products within an Order have different tax rates, the highest tax rate will apply to all Products in that Order).
If you wish to reschedule your Appointment (e.g. time/date) in whole or in part after you have received a Confirmation, you may do so through the Merbeli Platform or by contacting the relevant Center directly.
You may only reschedule your Appointment if your Appointment is not due to take place within a time frame (e.g. 24 or 48 hours) determined by the Center and set out in the Center Terms of Sale. The interval between when you may reschedule your Appointment and your scheduled Appointment start time will be determined independently by each Center, and disclosed to you at the time of making your Appointment. You should review and understand the Cancellation Policy before confirming your appointment on the Merbeli Platform. Please note that your ability to reschedule your Appointment will be subject to the Center's availability during the time you wish to reschedule.
In addition to your other legal rights, you may in certain circumstances have the right to cancel a Center Contract as set out in this section of the Terms of Service.
Merbeli reserves the right to partially or fully restrict your access to the Merbeli Services or Merbeli Platform where any of the following occur:
Further (as Center Services are sold by our Centers and not by Merbeli), our Centers may impose additional restrictions on who may buy and book the Center Services that they offer. In particular, a Center may:
These restrictions are determined solely by the Centers, and we are unable to provide you with access to these Center Services.
We are not liable to you for the provision or non-provision of the Center Services and / or Products. The Center is responsible for the fulfilment of all Center Services and Products under your Center Contract with them.
You agree to indemnify and release Merbeli (and its subsidiaries, agents, licensors, managers, and other affiliated companies, and their staff members, contractors, agents, officers and directors), from and against any and all claims, damages, obligations, losses, liabilities, costs or debt, and expenses (including but not limited to attorney's fees and costs) arising out of or related to:
You may terminate your use of the Merbeli services at any time by closing your Merbeli Account via the Merbeli Platform (by following the instructions on Merbeli Platform) and, if you have used the App deleting of the App installed on your device.
Merbeli may terminate your use of the Merbeli Services at any time without notice and with immediate effect (by disabling your use of the Merbeli Platform) for any reason, including, if you: violate or breach any term of these Terms of service, or in the opinion of Merbeli, misuse the Merbeli Platform.
Clients' use of the Merbeli Platform is free of charge. Merbeli reserves the right to introduce a fee for the use of the Merbeli Platform. If Merbeli decides to introduce such a fee, Merbeli will tell you in advance and allow you to continue or stop using the Merbeli services.
The rate of use of the Merbeli Platform by the Centers is indicated at the time of creating an account on the platform. If Merbeli decides to change such fee, Merbeli will notify you in advance and allow you to continue or stop using Merbeli's services.
These Terms of Service were last updated on 19 May 2022.
We may update these Terms of Service from time to time, and will post any changes on this page. Merbeli may modify or replace any of these Terms of Service, or change, suspend, or discontinue the Merbeli Services (including without limitation, the availability of any feature, database, or content) at any time.
We will notify you by posting a notice on the Merbeli Platform, or by sending you notice through the Merbeli Platform, your Merbeli Account or via email. If we make any substantive changes, we will notify you through email, or website pop-ups within our Merbeli Platform.
Your continued use of the Merbeli Platform following the posting of changes will mean that you accept and agree to the changes. As long as you comply with these Terms of Service, Merbeli grants you a personal, non-exclusive, non-transferable, limited privilege to enter and use the Merbeli Platform.
Merbeli may also impose limits on certain features and services or restrict your access to parts or all of the Merbeli Services without notice or liability. Such modification will not apply to any Bookings/Orders already placed.
We care about your experience and want to ensure we maintain the highest standards possible.
If you have any feedback, any questions concerning the Merbeli Platform, or would like to make a complaint about one of our Centers or their Center Services, please:
If you reach out to us at info@merbeli.com, we may contact the Center to attempt to resolve the issue. If we are unable to resolve the issue following contact with the Center, and if we consider it to be fair in all the circumstances, then we may, at our sole discretion and always as a last resort, elect to give you a refund for the disputed / complained about amount. These refunds will be processed through the Merbeli Payment Services.
While we take all complaints about our Centers very seriously and will always do what we can to help to resolve them, we are not responsible to you for the Center Services and are under no obligation to provide you with a refund or any other recompense if you are dissatisfied with any Center Services.