Terms of Service
Terms of Service
These Terms of Service govern your use of the Braida platform. Please read them carefully before creating an account or making a booking. By using Braida, you agree to be bound by these terms.
Last updated: February 2026
Acceptance of Terms
These Terms of Service ("Terms") govern your access to and use of the Braida platform, including the website at braida.co.uk, mobile applications, and all related services (collectively, the "Platform"), operated by Braida Ltd ("Braida", "we", "us", or "our"), a company registered in England & Wales.
By creating an account, accessing, or using the Platform, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, you must not use the Platform.
We may update these Terms from time to time. We will notify you of material changes by email or through the Platform. Continued use of the Platform after changes are posted constitutes your acceptance of the updated Terms.
The Platform
Braida is a marketplace that connects clients seeking Afro & Caribbean beauty services with independent beauty professionals ("Providers") across the United Kingdom. Providers include hair stylists, braiders, locticians, makeup artists, gele artists, barbers, and tailors.
Braida facilitates discovery, booking, payment, and review services. We do not directly provide beauty services. Providers are independent professionals and are not employees, agents, or contractors of Braida Ltd.
While we verify Provider identities and qualifications through our vetting process, we do not guarantee the quality of any specific service. The contractual relationship for the provision of beauty services is between the client and the Provider.
Account Registration
To use certain features of the Platform, you must create an account. When registering, you agree to:
- Provide accurate, current, and complete information during registration and keep it up to date.
- Be at least 18 years of age. Braida is not intended for use by anyone under 18. By creating an account, you confirm that you are 18 or older.
- Maintain the security and confidentiality of your login credentials. You are responsible for all activity that occurs under your account.
- Notify us immediately at support@braida.co.uk if you suspect unauthorised access to your account.
- Not create multiple accounts, impersonate another person, or use a false identity.
We reserve the right to suspend or terminate accounts that violate these Terms or engage in fraudulent, harmful, or illegal activity.
Bookings & Payments
Bookings are made through the Platform and are subject to the following terms:
Escrow Payments
All payments are processed securely through Stripe. When you book a service, your payment is authorised and held in escrow (not immediately charged to the Provider). This protects both parties during the booking process.
48-Hour Client Protection
After a Provider marks a service as delivered, you have 48 hours to confirm completion or raise a concern. If you take no action within 48 hours, the payment is automatically released to the Provider.
Platform Commission
Braida charges a commission on each completed booking, which is deducted from the Provider's payout before the remaining amount is transferred to their connected Stripe account. The current commission rate is displayed to Providers during onboarding and in their dashboard. All amounts are calculated in pence (GBP) to ensure accuracy.
Price Transparency
Service prices, including any material fees, travel fees, and applicable discounts, are shown clearly before you confirm a booking. All prices are in GBP and inclusive of the service provider's stated fees.
Cancellation & Refunds
We understand that plans change. Our cancellation policy is designed to be fair to both clients and Providers:
| Cancellation Window | Refund |
|---|---|
| More than 24 hours before appointment | Full refund (100%) |
| Between 2 and 24 hours before appointment | Partial refund (50%) |
| Less than 2 hours before appointment | No refund |
If a Provider cancels a booking, the client will always receive a full refund regardless of timing. Providers who repeatedly cancel bookings may face account restrictions.
Refunds are processed back to the original payment method via Stripe. Processing times depend on your bank but typically take 5 to 10 business days to appear on your statement.
Provider Obligations
By registering as a Provider on Braida, you agree to the following obligations:
- Accurate listings: All service descriptions, pricing, duration estimates, and portfolio images must be accurate and reflect the services you actually provide.
- Verified identity: You must complete the identity verification process and submit valid documentation. Providing false or misleading verification documents will result in immediate account termination.
- Service delivery: Deliver services as described in your listing, at the agreed time and location. Communicate promptly with clients about any changes or delays.
- Professional conduct: Maintain professional standards at all times. Discrimination, harassment, or inappropriate behaviour will not be tolerated and will result in account suspension.
- Calendar accuracy: Keep your availability calendar up to date to prevent double-bookings and client disappointment.
- Stripe Connect: Complete Stripe Connect onboarding to receive payouts. You are responsible for your own tax obligations and business compliance.
Client Obligations
By using Braida as a client, you agree to the following obligations:
- Punctuality: Arrive on time for your appointment at the agreed location. If you are running late, notify your Provider as soon as possible through the Platform.
- Accurate hair profile: Provide truthful information in your HairPrint™ profile and booking notes, including allergies and sensitivities. Inaccurate information may affect the quality of the service you receive.
- Respectful conduct: Treat Providers with respect and professionalism. Discrimination, harassment, abuse, or threatening behaviour will result in immediate account suspension.
- Payment: Ensure your payment method is valid and has sufficient funds to complete the booking. Failed payments may result in booking cancellation.
- Honest reviews and disputes: Only submit reviews for services you have genuinely received. Raise disputes in good faith and provide accurate descriptions of any issues.
Reviews
Reviews are an essential part of the Braida community. They help clients find the right Provider and help Providers build their reputation. Our review policy ensures fairness and authenticity:
- Verified bookings only: Reviews can only be submitted for completed bookings. You cannot review a Provider unless you have received a service through the Platform.
- One review per booking: Each booking may have one client review. Reviews cannot be edited after submission.
- No fake reviews: Submitting false, misleading, or incentivised reviews is prohibited and may result in account suspension.
- Moderation: We reserve the right to remove or hide reviews that contain hate speech, personal attacks, offensive content, or information unrelated to the service. Moderation decisions are logged in our audit trail and original content is preserved.
Disputes
We aim to resolve disputes fairly and efficiently. If you are not satisfied with a service, the following process applies:
48-Hour Dispute Window
After a Provider marks a service as delivered, you have 48 hours to confirm that you are satisfied or to raise a dispute. Once this window closes without action, the payment is automatically released to the Provider.
Admin Mediation
When a dispute is raised, the associated payment is frozen and our admin team reviews the case. Both parties are invited to provide evidence and their account of events. Our team aims to resolve disputes within 5 business days.
Possible Outcomes
- Full refund: The full amount is refunded to the client.
- Partial refund: A portion of the amount is refunded to the client, with the remainder released to the Provider.
- No refund: The full amount is released to the Provider.
Braida's dispute resolution is a mediation service and does not replace your statutory consumer rights under UK law.
Intellectual Property
The Braida platform, including its design, code, content, logos, graphics, and proprietary technologies, is owned by Braida Ltd and protected by intellectual property laws.
The following are trademarks of Braida Ltd:
- HairPrint™ — Multi-dimensional Afro hair and skin taxonomy system
- MatchScore™ — Predictive outcome-based provider matching technology
- SafeScan™ — Privacy-preserving on-device image analysis technology
- ProInsight™ — AI-powered professional intelligence and demand forecasting
You may not reproduce, modify, distribute, reverse-engineer, or create derivative works from any part of the Platform or its proprietary technologies without our prior written consent. User-generated content (such as reviews and portfolio images) remains the property of the respective user, but you grant Braida a non-exclusive licence to display it on the Platform.
Limitation of Liability
To the maximum extent permitted by applicable law:
- Braida provides the Platform on an "as is" and "as available" basis. We make no warranties, express or implied, regarding the Platform's availability, accuracy, or fitness for a particular purpose.
- Braida is a marketplace facilitator. We are not liable for the quality, safety, or legality of services provided by Providers, nor for the accuracy of Provider listings.
- Our total liability to you for any claim arising out of or relating to your use of the Platform shall not exceed the amount you have paid to Braida in the 12 months preceding the claim.
- We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under English law.
Governing Law
These Terms are governed by and construed in accordance with the laws of England & Wales. Any disputes arising out of or in connection with these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the courts of England & Wales.
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect. Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.
Contact Us
If you have questions about these Terms of Service, please contact us:
Questions About Our Terms?
If anything in these Terms is unclear, or if you have any concerns, our team is happy to help. We believe in transparency and want you to feel confident using Braida.