NNAKKI CUSTOMER CENTRE

1. Customer Terms

Purpose

These Customer Terms govern your use of the NNAKKI platform when searching for, booking and paying for services.

By creating an account or making a booking, you agree to comply with these Terms and all related NNAKKI policies.

Customer Responsibilities

Customers agree to:

• Provide accurate personal information.
• Use their own account.
• Book appointments in good faith.
• Pay all applicable fees before service confirmation.
• Treat Professionals respectfully.
• Provide a safe service environment where applicable.
• Communicate honestly.
• Report concerns through NNAKKI.

Customer Rights

Customers have the right to:

• Book verified Professionals.
• Make secure payments.
• Receive transparent pricing.
• Cancel or reschedule in accordance with platform policies.
• Raise disputes where appropriate.
• Leave honest reviews.
• Access customer support.

Prohibited Activities

Customers may not:

• Create fake accounts.
• Submit fraudulent bookings.
• Refuse payment after service delivery.
• Request off-platform payments.
• Harass Professionals.
• Threaten or intimidate users.
• Manipulate ratings.
• Abuse promotions or referral programmes.
• Provide false dispute information.

Independent Professionals

Professionals using NNAKKI are independent service providers.

NNAKKI facilitates trusted bookings, secure payments and dispute resolution but does not directly provide beauty or wellness services.

2. Booking Policy

Booking with Confidence

Every booking on NNAKKI follows a secure and transparent process designed to protect both Customers and Professionals.

How Booking Works

Step 1

Browse verified Professionals.

Search by:

• Service
• Location
• Availability
• Ratings
• Pricing

Step 2

Choose your appointment.

Select:

• Date
• Time
• Service
• Service location
• Additional options

Step 3

Review pricing.

Before confirming your booking, you'll see:

• Service fee
• Call-out fee (where applicable)
• Platform service fee
• Total amount payable

No hidden charges.

Step 4

Pay securely.

Payment is collected before your booking is confirmed and held securely in escrow until the booking is completed in accordance with NNAKKI's Escrow Policy.

Step 5

Booking confirmation.

Once payment has been successfully processed and the Professional accepts your booking (where applicable), your appointment is confirmed.

Step 6

Service delivery.

The Professional completes the booked service.

Step 7

Completion confirmation.

Following service completion, you will be asked to confirm that the service has been delivered.

Step 8

Review.

Share your experience to help other customers make informed decisions.

3. Cancellation Policy

Fair to Customers. Fair to Professionals.

Professionals reserve time specifically for your appointment.

Late cancellations often prevent Professionals from accepting other bookings.

Our cancellation policy seeks to balance flexibility for Customers with fairness to Professionals.

This policy complements the detailed Cancellation & Rescheduling Policy.

Customer Cancellations

Customers may cancel bookings through the NNAKKI platform.

Refund eligibility depends on:

• When cancellation occurs.
• Whether travel has commenced.
• Whether the Professional has already incurred costs.
• Applicable third-party payment processing fees.

Rescheduling

Customers may reschedule appointments subject to the applicable notice periods.

Where possible, one free reschedule may be permitted before the late cancellation window, after which cancellation rules may apply.

No-Shows

Customers who fail to attend confirmed appointments without cancelling may forfeit some or all of the booking amount in accordance with NNAKKI's Cancellation & Rescheduling Policy.

Exceptional Circumstances

Cancellation penalties may be waived where supported by appropriate evidence, including:

• Medical emergencies
• Serious accidents
• Security incidents
• Natural disasters
• Government restrictions
• Other force majeure events

4. Refund Policy

Transparent Refunds

Our goal is to ensure refunds are handled consistently, fairly and promptly.

Refunds May Be Available For

• Professional cancellation.
• Duplicate payments.
• Technical payment errors.
• Unsuccessful bookings.
• Platform system failures.
• Approved disputes.
• Fraudulent transactions.
• Services not delivered.

Refund Assessment

Each refund request is reviewed individually.

Supporting evidence may include:

• Platform messages
• Photos
• Videos
• Receipts
• Booking records
• GPS information (where available)

Refund Timeframes

Approved refunds are processed promptly, although the time taken for funds to appear in your account may depend on your payment provider or financial institution.

Non-Refundable Items

Depending on the circumstances, the following may not be refundable:

• Third-party payment processing fees where disclosed.
• Late cancellation penalties.
• No-show penalties.
• Optional services already consumed.

Fraud Prevention

Refund abuse may result in:

• Warning
• Investigation
• Temporary account restrictions
• Permanent suspension

5. Secure Payments

Why NNAKKI Uses Escrow

Paying before the appointment protects both Customers and Professionals.

Your payment is not immediately released to the Professional.

Instead, funds are securely held until the booking has been completed in accordance with our Escrow Policy.

Benefits

For Customers

• Secure payments
• Reduced fraud risk
• Transparent pricing
• Dispute support
• Payment records
• Trusted booking history

For Professionals

• Protection against non-payment
• Reduced cancellations
• Reliable payouts
• Verified bookings

Payment Security

NNAKKI partners with trusted third-party payment providers that use industry-standard encryption and security measures to process transactions securely.

NNAKKI does not store your full payment card information.

Off-Platform Payments

To protect both Customers and Professionals:

• Never pay outside NNAKKI for bookings made on the platform.
• Never transfer money directly to a Professional unless specifically authorised by NNAKKI.
• Report requests for off-platform payment immediately.

Customers who choose to pay outside NNAKKI may lose access to escrow protection, dispute resolution and other platform safeguards.

6. Customer Safety

Your Safety Comes First

We want every appointment to be safe, comfortable and professional.

Before Your Appointment

Customers are encouraged to:

• Review Professional profiles carefully.
• Read ratings and reviews.
• Confirm booking details.
• Inform the Professional of allergies or medical conditions relevant to the service.

Home Appointments

Where services are delivered at home:

• Ensure the environment is safe.
• Keep pets secured where appropriate.
• Provide adequate lighting.
• Ensure electrical outlets are safe if equipment is required.
• Avoid unsafe environments.

Personal Safety

Customers should never tolerate:

• Harassment
• Threats
• Discrimination
• Inappropriate behaviour
• Unsafe practices

Any such incident should be reported immediately through NNAKKI.

Emergency Situations

If you believe you are in immediate danger, contact local emergency services first before reporting the incident to NNAKKI.

7. Customer Code of Conduct

Respect Builds Trust

Customers play an important role in creating a safe and professional marketplace.

Customers Should

• ✔ Be respectful.
• ✔ Be punctual.
• ✔ Communicate professionally.
• ✔ Provide accurate booking information.
• ✔ Respect Professional time.
• ✔ Pay through NNAKKI.
• ✔ Leave honest reviews.

Customers Must Not

• Harass Professionals.
• Use offensive language.
• Discriminate against users.
• Attempt fraud.
• Refuse payment after confirmed bookings.
• Intentionally damage Professional equipment or property.
• Request illegal services.
• Make false complaints.

Consequences

Serious or repeated breaches may result in:

• Warnings
• Account restrictions
• Booking limitations
• Temporary suspension
• Permanent removal

8. Ratings & Reviews

Helping Customers Make Better Decisions

Ratings and reviews are one of the most valuable ways our community builds trust.

Only Customers who complete a verified booking through NNAKKI may submit a review.[cite: 2]

What to Review

Consider sharing your experience regarding:

• Service quality
• Professionalism
• Communication
• Punctuality
• Hygiene
• Accuracy of the listing
• Overall satisfaction

Review Principles

Reviews should always be:

• Honest
• Fair
• Respectful
• Relevant
• Based on your own experience

Reviews That Are Not Allowed

NNAKKI may remove reviews containing:

• False information
• Personal attacks
• Hate speech
• Discrimination
• Threats
• Confidential information
• Advertising
• Spam
• Profanity
• Extortion or attempts to influence ratings

Review Moderation

NNAKKI reserves the right to investigate and moderate reviews where there is evidence that they:

• Violate our Community Standards.
• Are fraudulent or misleading.
• Relate to bookings that did not occur through the platform.
• Were submitted in bad faith.