Terms of Service.
The details that matter.

These Terms of Service describe the customer and salon services provided through Refinelook, operated by Refinelook, inc. They supplement the Terms of Use. Part A applies to customer appointments; Part B applies to salon subscriptions and operations. The schedules cover SMS, AI and salon data processing.

Legal operator

Refinelook, inc

Business address

Phone

Platform support & billing

Privacy requests

Content reports & appeals

The salon provides the hair or beauty service and is responsible for its qualifications, staff, prices, availability and disclosed appointment policies. Refinelook supplies the booking and workspace software. These terms do not appoint Refinelook as a salon’s general commercial agent.

Review the services, stylist, location, salon timezone, price, deposit requirements and salon policy before submitting. A request, temporary hold or a Booked label awaiting salon acceptance is not confirmation. The appointment is confirmed when its status says Confirmed, subject to any disclosed deposit requirement. A proposal must be accepted through the booking flow before the proposed change becomes effective.

Provide accurate contact details and disclose only information needed for the appointment. If you book for a guest, have authority to share their details and tell them about the appointment and applicable policies. Account and contact verification may be required by the booking flow.

The salon sets service prices, including stylist-specific prices, and must disclose applicable deposits, taxes and fees before commitment. Review any revised quote before agreeing to additional work. A plan subscription price is not a salon-service price.

Follow the payment method displayed: no deposit, configured online checkout, or payment directly to the salon using its instructions. A required deposit is due by the displayed deadline in the salon timezone, which may be immediate. The salon may cancel an unpaid appointment under the policy disclosed to you.

For online payments, check the recorded provider result; a failed or pending payment is not proof of successful payment. For direct salon payments, keep the receipt and contact the salon for verification. Refinelook does not receive or verify an outside payment merely because its instructions appear in the booking.

Cancellation, rescheduling, late-arrival and no-show rules are set by the salon and disclosed with the booking. Use the appointment controls and confirm the resulting status. A message requesting cancellation or a deletion request is not a completed cancellation. If a control is unavailable, contact the salon directly.

When the salon proposes a change, review and accept or decline it. When the salon cancels, ask it about alternatives and any refund due under the disclosed policy and applicable law. A cancellation or decline does not automatically establish a refund amount or prove a refund was paid.

The salon is responsible for resolving complaints about its service and refunds it owes, including refunds for payments made directly to it. Contact it with your booking and payment references. Refinelook can address a platform error through platform support; payment-provider dispute rights and mandatory consumer rights remain available.

An owner or authorized representative accepts for the salon and is responsible for staff access and use. Subscriptions belong to the owner account. The following published prices are in USD; applicable taxes and additional charges must be disclosed before a real payment is authorized.

Starter, Premium and Elite support one active location and up to 3, 7 and 15 active stylists respectively. Active team profiles count, including the owner when providing services. Manage → Usage identifies the team counted. Business is for 16+ stylists and multiple locations, with commercial capacity, support and price agreed separately. An unlimited test allowance does not create an unlimited paid-service entitlement.

Annual totals are payable upfront for a full year when paid billing is enabled; the monthly equivalent is a comparison, not monthly installments. An actual checkout or agreed Business order must state the plan, total, taxes, frequency and applicable term before payment.

The current test subscription records an access period and makes no automatic card charge. For a future paid subscription, automatic renewal applies only if the checkout expressly discloses it and you authorize it. That checkout must state the renewal amount or how it is calculated, frequency and cancellation process; do not treat test activation as authorization to debit a card.

Cancel in Manage → Billing → Cancel plan and confirm. Access continues until the displayed period end; Keep plan can undo a scheduled cancellation before then. After expiry, an active plan is needed for the professional workspace. Saved salon records and existing appointments are not automatically erased or cancelled.

Choose upgrades or downgrades in Plans and review checkout. If capacity decreases, select the location and stylists to retain; confirmation pauses excess resources while preserving their records. Previously paused resources may be restored through a later eligible plan change. Review the effective date and amount before confirming.

Test transactions do not charge money, so there is no subscription payment to prorate or refund. Paid-plan prorations, refund eligibility, payment-failure notices and any grace period must be stated in the applicable checkout or order before paid billing begins; no unlisted penalty or non-refundable fee is created here. Mandatory refund rights remain unaffected.

A price change must be communicated before it affects a future paid renewal, with any notice or consent required by law and an opportunity to cancel before the new charge. It does not retrospectively change an already purchased period.

Keep services, prices, availability, business information, licenses and staff qualifications accurate. Show clients your appointment policy before they commit and preserve the policy accepted with the booking. Use individual staff permissions, limit access to needed customer records, and obtain authority before imports or communications.

Where payment processing is connected, the applicable provider agreement governs the salon’s onboarding, settlements and chargebacks. Salons must investigate disputes and process refunds they owe; no settlement timing or processing fee is promised beyond the configured provider or accepted order. External payment instructions remain the salon’s responsibility.

Before plan expiry or termination, export the salon data available in Business settings and arrange continuity for existing appointments. Termination may limit workspace access; contact platform support for an authorized export or return request afterward. Retention and deletion follow the Privacy policy and the processing annex below.

The published SMS & Dedicated Number add-on is $25 per month per location, including 1,000 SMS segments. Additional usage is $0.02 per segment. A long text or some characters can use multiple segments. This is separate from the base subscription.

The published package describes a dedicated number, two-way SMS and appointment notifications. Activation depends on provider configuration and eligibility; a connected Quo account is a separate integration and its text count is not a Refinelook billable segment ledger. Manage → Usage displays recorded segments and the UTC monthly window; unused included segments do not accumulate into the next window.

Before paid activation, the accepted messaging order must specify whether inbound and outbound segments both count, which failed or undelivered attempts count, MMS availability and pricing, the allowance reset date and any taxes, carrier or registration charges. Those details are not yet specified in this schedule, so no additional charging rule should be inferred from a message count.

The current interface does not offer a user-set spending cap or guaranteed overage alerts. Review usage and the activation terms before enabling traffic. Number cancellation, release and portability depend on the provider and accepted order; do not cancel the originating number before confirming any supported transfer. No portability or number-retention period is promised here.

Salons must obtain and record permission for messages from that specific salon about the stated subject, identify the sender, provide required opt-out instructions and honor withdrawals. Imports are not proof of consent. Booking notifications, salon promotions and Refinelook marketing are separate purposes. Twilio and any connected provider’s messaging rules also apply.

1. AI Agent: salon owners with an eligible active plan can ask questions about the selected salon. It reads a limited salon context and cannot change bookings or other records. Review answers for accuracy.
2. Call assistance: for a connected Quo account, opening a completed call transcript can request an AI booking suggestion. Review the customer, service, stylist, location and time, then confirm through the normal booking, change or cancellation flow. A suggestion alone changes nothing. This is not an autonomous service that answers incoming calls.
3. AI Style Preview: coming soon; hairstyle generation is not available in the current web app. Uploaded reference photos remain available for consultations.
4. Imports: where enabled, AI can extract customer lists or service menus and suggest spreadsheet mappings. Review and correct the preview before saving.

Premium includes 500, Elite 1,500 and Business 2,000 credits per UTC calendar month, shared across the owner account. Starter includes no AI tools. Included credits reset monthly and do not roll over. A successful AI Agent answer or completed call analysis uses one credit; pending requests can reserve credits, and failed generation releases the reservation. Reopening a saved call result does not charge again. Other enabled operations follow their displayed usage rule.

When the allowance is exhausted, further credit-consuming requests require the next monthly reset or an eligible plan change. Self-service top-up purchases are not currently available. Any future top-up must show its price, expiry and refund rules before purchase; no cash value or transfer right is assigned to included test credits.

Use only inputs you are authorized to process and follow the Privacy policy’s AI disclosures. Outputs may be inaccurate or incomplete, are not professional advice and cannot guarantee a physical salon result. Review imported data and proposed booking actions; the salon remains responsible for its decisions.

This annex applies where Refinelook, inc processes personal information on a salon’s behalf to deliver the agreed service. The salon determines its purposes and lawful basis; Refinelook follows documented instructions consistent with this agreement and applicable law. Separate platform purposes remain described in the Privacy policy.

1. Instructions and confidentiality: the salon is responsible for lawful instructions, notices and permissions. Refinelook limits processing to those instructions or legal requirements, and limits authorized access to people subject to appropriate confidentiality duties.
2. Security: use appropriate technical and organizational measures for the information and risks, including access controls and secure service administration. The salon must protect its own credentials, staff permissions, exports and devices.
3. Subprocessors: the providers identified in the Privacy policy may perform the relevant service functions. Where required, processing must be covered by appropriate written data-protection obligations; required notice and objection procedures for changes must be agreed with the salon. A provider list alone is not evidence that a particular transfer agreement is executed.
4. Incidents and requests: Refinelook will inform the salon without undue delay after becoming aware of a personal-data breach affecting its information, provide available information and cooperate with required response duties. Refinelook will reasonably assist with rights requests and relevant security, impact-assessment and regulatory obligations, considering the processing and information available.
5. Transfers: restricted international transfers require the safeguards applicable to that transfer. Production locations, approved transfer documents and any jurisdiction-specific annex must be confirmed for the salon’s order; this general annex does not replace mandatory transfer clauses.
6. Return and deletion: on ending the service, support an authorized return or deletion instruction, subject to legal retention. Data retained for a required purpose remains protected and limited to that purpose. Backup removal follows the applicable backup lifecycle rather than an invented immediate-erasure guarantee.
7. Demonstrating compliance: provide information reasonably necessary to demonstrate applicable processing obligations and cooperate with legally required audits under arrangements that protect other customers’ information and service security.

Where applicable law requires additional controller/processor clauses or processing particulars, complete those terms before the relevant processing begins.