Service Guidelines

In-Home Service Guidelines

1. BE CLEAR ABOUT YOUR HOUSE RULES

Let us know what you expect as we gain access to your space. Shoes off at entry?  Toilet seats down? No foul-smelling meals? etc.

2. BE A POLITE HOST

Please do not be rude or bashful toward our service providers. We frown at mistreatment, harassment or bulling of any kind. Treat them with kindness and a sense of decorum.

3. DO YOUR HOMEWORK

Be ready for your appointment. Make sure all tools and items to be used for the service are prepared and ready for your service provider before arrival.

4. SCOUT A LOCATION

Choose a conducive and well-lit area of your chosen space for the service to take place. We expect that you have basics necessities to facilitate the service like electricity, water, furniture etc.

5. HAVE A GAME PLAN

Tell us what you want or do not want but provide us with some kind of idea. Nothing is worse than not having an idea of what the client wants and having to guess throughout the process.

6. EXPRESS YOURSELF!

Have faith in us that we will execute the look you desired and communicate to us. We want to make you look and feel beautiful! If the look is different from what you wanted or anticipated, tell us! Nothing is worse than pretending you like it and then wiping it off the moment we leave. The more honest you are with us, the better we can understand how to perfect the look.

7. DON’T BE A STRANGER

During the appointments, we become close to you. We love connecting with people and hope to see you again soon.

8. KEEP PETS AWAY DURING SERVICE

Pets should be kept away out of respect for service providers’ allergies, phobias, and possible anxiety around pets.

NB: We understand the positive and inspiring impact our services can have on you, and we provide a safe experience, free of harassment for everyone in our community. We expect our clients and beauty pros to be treated equally and with respect, regardless of gender, gender identity and expression,  disability, physical appearance, body size, race, ethnicity, age, family structure, socio-economic status, or religion.

WHEN YOU BOOK WITH ONFLEEKQ:

  • You contribute to a community that puts people first and where everyone is treated with kindness, care, and respect.
  • You treat each other’s property like it is your own.
  • You are ready to start your service at the time of your booked appointment.
  • Your home will be treated like a sacred space.
  • You respect personal differences and keep judgments to yourself.
  • You keep any illegal substances out of the onfleekQ experience.

DOING OUR PART

  • We treat each other and our community respectfully, courteously and with dignity.
  • We are fair and honest in our interactions.
  • We are responsible for our actions and accountable for their consequences.
  • We respect the law and act accordingly.

RAISING A CONCERN

Please reach out to us at support@onfleekq.com with the subject line “SOS Service Guidelines” if any of the following happens:

  • Someone makes you feel unsafe or uncomfortable at an onfleekQ service.
  • You are experiencing or witnessing any inappropriate or concerning behaviour in a onfleekQ service.
  • Someone lets you know that they are uncomfortable about another person’s behaviour in a onfleekQ service.

We will prioritize your complaint with seriousness and in strict confidence.

Signed: Managementt

Booking Service Level Agreement (SLA)

Please read these Booking SLA carefully before you complete any transactions via the Website or our App, as these “Booking SLA” will apply to your transaction. We recommend that you print a copy of these Booking Terms and Conditions for future reference. If you do not agree with these Booking Terms and Conditions, you must not use our Website or our App to make a booking.

Defined Terms

For ease of reference the following terms shall having the following meanings in these Booking Terms and Conditions:

“Customer”, “you” and “your” means you, the buyer of any Services;

“Dated Booking” means an appointment at a specific time/date with a particular Partner/Vendor for the provision of Services;

“eVoucher” means an eVoucher sold by a Partner/Vendor on the Website or via our App which can be used for the purchase of Services from a particular Partner/Vendor selected at the time of purchasing the eVoucher;

“Order” has the meaning given in section 3.1 below;

“Order Confirmation” has the meaning given in section 3.4 below;

“Partner/Vendor (s)” means our selected third party providers of goods and services who offer their goods and services for sale via our Website;

“Partner/Vendor Contract” has the meaning given in section 2.3(b) below;

“Partner/Vendor Terms and Conditions” means any Partner/Vendor terms and conditions of sale and/or of business (including without limitation that Partner/Vendor ’s privacy policy, booking policy, delivery policy, health and safety policy, and returns/refund policy – as applicable);

“Services” means any products, goods and/or services of a Partner/Vendor offered for purchase or booking via the Website or our App;

“OnfleekQ Contract” has the meaning given in section 2.3(a) below; and

“OnfleekQ Gift Card” means any gift card issued by OnfleekQ and which may be redeemed on the Website to discount the purchase price of Services, in accordance with clause 9.

Introduction and relationship between you, us and third-party Partners/Vendors

This Website and our App are operated by OnfleekQ Technologies Ltd, a company registered in Nigeria.

The Website/App allows you to book and pay for a broad range of beauty and spa services from a variety of providers (our Partner/Vendors). Those Services are provided by our various Partner/Vendors and not by us. OnfleekQ is responsible for taking and concluding your bookings as the commercial agent of the relevant Partner/Vendors. The provision of the Services booked via our Website or our App is the responsibility of the Partner/Vendor which provides them. In the event you pay for Services via the OnfleekQ App/Website, then your payment will either be paid directly to the relevant Partner/Vendor  r will be received by us acting as commercial agent on behalf of the Partner/Vendor . If we receive payment as commercial agent on behalf of the relevant Partner/Vendor, our receipt of the correct payment will discharge your debt to that Partner/Vendor.

The legal implication of this is that when you purchase Services, it will create two binding legal contracts:

a contract between you and OnfleekQ (under which OnfleekQ has certain responsibilities to you in relation to the purchase or booking) (the “OnfleekQ Contract”). That contract is made based on these Booking Terms and Conditions;

and

a contract between you and the relevant Partner/Vendor in respect of the provision or supply of the Services which you book through the Website or our App (the “Partner/Vendor Contract”). That contract is subject to certain provisions of these Booking Terms and Conditions and may include separate Partner/Vendor Terms and Conditions, which we will notify you of before you make a booking either on the relevant Partner/Vendor ’s page on the Website or via our app or by way of a link to such Partner/Vendor Terms and Conditions from that Partner/Vendor ’s page on the Website or our App.

All Services available for purchase on the Website are offered by OnfleekQ on behalf of its Partner/Vendors. That is, OnfleekQ takes and concludes your bookings as a commercial agent for its Partner/Vendor s. Therefore, we are not responsible or liable to you for the actual Services that are booked through the Website (including those Services purchased using OnfleekQ Gift Cards).

We amend these Booking Terms and Conditions from time to time as set out in clause 12. Every time you wish to make a transaction on the Website, please check these Booking Terms and Conditions to ensure you understand the terms which will apply at that time.

Orders and how the contract is formed between you and us

There are two types of orders (“Order”) you can make on the App/Website: (a) Orders for Services/Products and (b) Orders for OnfleekQ Gift Cards.

In respect of Orders for Services/Products, there are two ways you can place your Order:

a Dated Booking/Purchase; or

the purchase of an eVoucher for a Service of a particular Partner/Vendor.

The Order process allows you to check and amend any errors before submitting your Order to us. Please take the time to read and check your Order at each stage of the Order process and before finally submitting your Order.

We are appointed as the commercial agent of the Partner/Vendor to conclude bookings on its behalf and the Partner/Vendor Contract will be formed when we send you a written confirmation (usually by email) (“Order Confirmation”). In respect of Orders for OnfleekQ Gift Cards and eVouchers, receipt of an electronic voucher (if earlier) will count as an Order Confirmation.

For Dated Booking Orders, if you wish to reschedule your appointment details (time/date) (in whole or in part) after you have received an Order Confirmation, provided your appointment is not due to take place within the next 24 hours, then please contact us and we will endeavour to offer you a suitable alternative booking time and/or date. If we are unable to accommodate your request to reschedule your appointment:

if you contacted us to do so and provided the appointment was not due to take place within the next 24 hours from the time you asked to reschedule (such timeframe as determined by the Partner/Vendor and notified to you on making your Order)), we will offer you a full refund in respect of the part of your Order which we are unable to reschedule.

You can contact us to reschedule an appointment at support@onfleekq.com via the Website or by following the link in your Order Confirmation email. Please note that our ability to accommodate your request will be subject to the Partner/Vendor ’s availability during the time you wish to reschedule.

If you wish to cancel an Order before you have received an Order Confirmation, please notify us immediately by emailing support@onfleekq.com. If you wish to cancel a Partner/Vendor Contract (i.e., if you wish to cancel an Order after you have received an Order Confirmation), please refer to our cancellation policy in clause 5 below.

Please note, as set out in our Website Terms of Use, we reserve the right to withdraw access to our website and/or App and/or cancel any Order if you fail any credit or fraud prevention check or where we reasonably suspect fraud or money laundering by you or someone using your account.

Services

Our Partner/Vendor s are under a legal duty to provide Services that are in conformity with the relevant Partner/Vendor Contract.

All Services shown on the Website and our App are subject to availability and the images and/or descriptions of the Services on the Website and our App are for illustrative purposes only and actual Services may vary from those images and/or descriptions. We require our Partner/Vendor s to ensure that all information provided by them for display on their page of the Website is accurate, complete, and not misleading in any way, but we cannot verify the information which they provide to us. It will be each Partner/Vendor ’s responsibility to ensure that all of its Services listed on the Website are available and accurately described.

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 Booking Terms and Conditions will affect these legal rights.

It is your (or the person receiving the Services) sole responsibility to communicate in advance any medical or health-related conditions and/or special needs to the Partner/Vendor that might affect or be affected by any Services (for example without limitation, allergy information and health issues). Subject to clause 11.3, if you (or the relevant recipient of the Services) fail to disclose any such information to the applicable Partner/Vendor , neither OnfleekQ nor the relevant Partner/Vendor  shall be liable to you (or the recipient of the Services) for any injury, loss or damages resulting from the Services that could reasonably have been avoided if you (or the recipient of the Services) had disclosed that information prior to receiving the Services.

Cancellations

In addition to your other legal rights, you may in certain circumstances have the right to cancel a Partner/Vendor Contract and/or OnfleekQ Contract (as applicable) and receive a refund or a credit note in accordance with the terms set out in this clause 5.

If you change your mind about an Order for an Overnight Spa Break, a Dated Booking, an eVoucher or a OnfleekQ Gift Card and wish to cancel it, the following cancellation terms apply:

Dated Bookings

If you cancel (in whole or in part) a Dated Booking provided the applicable appointment is not due to take place within the next 24 hours, you will be entitled to a refund of the applicable amount via the original method of payment. If the appointment is due to take place within the next 24 hours, you will not be entitled to any refund or credit note.

If you cancel (in whole or in part) a Dated Booking (excluding Overnight Spa Breaks) provided the applicable appointment is not due to take place within the next 24 hours in some cases as determined by the relevant Partner/Vendor ), you will be entitled to a credit note for the applicable amount which must be redeemed on the Website or the App within six months of receipt by you of such credit note. If the appointment is due to take place within the next 24 hours in some cases as determined by the relevant Partner/Vendor), you will not be entitled to any refund or credit note.

If permitted by these Booking Terms and Conditions and the relevant Partner/Vendor Terms and Conditions, cancellations of Dated Bookings must be made by one of the following methods:

using your OnfleekQ account via the App/Website;

following the link in your Order Confirmation email; or

emailing our Customer Care team on support@onfleekq.com

PLEASE NOTE THAT IN A SMALL NUMBER OF CIRCUMSTANCES IT MAY NOT BE POSSIBLE TO CANCEL A DATED BOOKING BUT WE WILL DRAW THIS TO YOUR ATTENTION BEFORE YOU PLACE YOUR ORDER SO THAT YOU CAN DECIDE WHETHER OR NOT YOU ARE PREPARED TO PROCEED WITH ENTERING INTO THE CONTRACT ON THAT BASIS.

PLEASE NOTE THAT NO REFUND OR CREDIT NOTE WILL BE GIVEN WHERE A CANCELLATION IS ATTEMPTED 24 HOURS OR LESS FROM A BOOKED APPOINTMENT.

eVoucher:

A refund of the applicable amount via the original method of payment is possible if you cancel (in whole or in part) an eVoucher within 14 days of receiving your Order Confirmation, provided you have not yet redeemed the applicable eVoucher by making an appointment for the Services with the relevant Partner/Vendor or by using the eVoucher as credit for another purchase. We will grant any refund within 14 days of agreeing such refund with you in accordance with this clause 5.

If you cancel (in whole or in part) an eVoucher more than 14 days after purchasing it, provided you have not yet redeemed the applicable eVoucher by making an appointment for the Service with the relevant Partner/Vendor  or by using the eVoucher to redeem against another purchase, and provided the eVoucher has not yet expired, you will be eligible for a credit note for the applicable amount, which must be redeemed on the Website or the App within six months of the date of issue of such credit note.

If permitted by these Booking Terms and Conditions and the relevant Partner/Vendor Terms and Conditions, cancellations of eVouchers must be made by emailing our Customer Care team on support@onfleekq.com

PLEASE NOTE THAT NO REFUND OR CREDIT NOTE WILL BE GIVEN WHERE A CANCELLATION IS ATTEMPTED ONCE AN EVOUCHER HAS BEEN FULLY REDEEMED, EITHER VIA AN APPOINTMENT WITH THE RELEVANT PARTNER/VENDOR BEING BOOKED OR BY BEING REDEEMED AGAINST ANOTHER PURCHASE.

PLEASE ALSO NOTE THAT WHERE A CANCELLATION IS ATTEMPTED ONCE AN EVOUCHER HAS BEEN REDEEMED IN PART, EITHER VIA AN APPOINTMENT WITH THE RELEVANT PARTNER/VENDOR BEING BOOKED OR BY BEING REDEEMED AGAINST ANOTHER PURCHASE, NO REFUND OR CREDIT NOTE WILL BE GIVEN IN RESPECT OF THE REDEEMED PART OF THE EVOUCHER.

OnfleekQ Gift Cards:

A refund of the applicable amount via the original method of payment is possible if you cancel (in whole or in part) a OnfleekQ Gift Card within 14 days of receiving your Order Confirmation, provided you have not already used it to book an appointment or stay or redeemed it against another purchase. We will grant any refund due within 14 days of agreeing such refund with you in accordance with this clause 5.

If permitted by these Booking Terms and Conditions and the relevant Partner/Vendor Terms and Conditions, cancellations of OnfleekQ Gift Cards must be made by one of the following methods:

using your OnfleekQ account via the App/Website;

following the link in your Order Confirmation email; or

emailing our Customer Care team on support@onfleekq.com

PLEASE NOTE THAT NO REFUND WILL BE GIVEN WHERE A CANCELLATION IS ATTEMPTED ONCE A ONFLEEKQ GIFT CARD HAS BEEN FULLY REDEEMED, EITHER VIA AN APPOINTMENT WITH A PARTNER/VENDOR BEING BOOKED OR BY BEING REDEEMED AGAINST ANOTHER PURCHASE.

PLEASE ALSO NOTE THAT WHERE A CANCELLATION IS ATTEMPTED ONCE A ONFLEEKQGIFT CARD HAS BEEN REDEEMED IN PART, EITHER VIA AN APPOINTMENT WITH A PARTNER/VENDOR BEING BOOKED OR BY BEING REDEEMED AGAINST ANOTHER PURCHASE, NO REFUND WILL BE GIVEN IN RESPECT OF THE REDEEMED PART OF THE ONFLEEKQGIFT CARD.

Resolving Issues

We care about your experience and want to ensure we maintain the highest standards possible and so if you would like to make a complaint about one of our Partner/Vendor s or their Services, please email us at support@onfleekq.com and we will do our best to help.

Following receipt of a complaint we will contact the Partner/Vendor to try and resolve the issue on your behalf. If we are unable to resolve the issue following contact with the Partner/Vendor, if we consider it to be fair in all the circumstances, we may at our sole discretion elect to:

give you a credit note for the disputed/complained about amount of your Order (to be redeemed on the Website to reduce the purchase price of any Services); or

as a last resort or in extreme circumstances and always at our sole discretion refund the disputed/complained about amount directly to you via the original method of payment. Please note that it might take up to 30 days to receive a full refund in such cases.

Further or alternatively, if you are unhappy with the Services received from a Partner/Vendor pursuant to an Order, you can also:

speak to the Partner/Vendor yourself to try and resolve the issue; and/or

leave an honest review on the Website or via the App to reflect your experience.

IMPORTANT NOTE: PLEASE DO BEAR IN MIND THAT WHILE WE TAKE ALL COMPLAINTS ABOUT OUR PARTNER/VENDORS VERY SERIOUSLY AND WILL ALWAYS DO WHAT WE CAN TO HELP TO RESOLVE THEM, WE ARE NOT RESPONSIBLE TO YOU FOR THE SERVICE(S) WHICH THE PARTNER/VENDOR S PROVIDE AND ARE UNDER NO OBLIGATION TO PROVIDE YOU WITH A REFUND OR CREDIT NOTE IN THE EVENT YOU ARE DISSATISFIED WITH SERVICES WHICH YOU HAVE RECEIVED FROM OUR PARTNER/VENDOR S.

eVouchers

When you order an eVoucher for a particular Service with a particular Partner/Vendor, you will need to contact the relevant Partner/Vendor yourself to set the time/date of the appointment.

eVouchers are cancellable in accordance with the cancellation terms set out in clause 5.

The expiry date of an eVoucher will be set by the relevant Partner/Vendor and can range from one month to 24 months. The expiry date can be found on the eVoucher itself. Please check this carefully and if you are unclear as to the expiry date of your eVoucher please contact us at support@onfleekq.com

An eVoucher can only be redeemed with the relevant Partner/Vendor identified in the Order. If you want to change the Partner/Vendor with whom your eVoucher can be redeemed, you will need to contact OnfleekQ by email support@onfleekq.com and OnfleekQ may at its discretion arrange for the reallocation of the eVoucher to an alternative Partner/Vendor. Please note however that OnfleekQ is not obliged to do so in these circumstances.

OnfleekQ GIFT CARDS

OnfleekQ Gift Cards are issued by OnfleekQ Technologies Ltd. You may only redeem a OnfleekQ Gift Card against OnfleekQ for Orders placed online through the Website for Services or eVouchers. This means that we will reduce the purchase price payable for the Services or eVoucher(s) by the equivalent value on your OnfleekQ Gift Card. If the purchase price of Services is less than the value of your OnfleekQ Gift Card, any remaining balance on your OnfleekQ Gift Card will be shown in the “My Wallet” section of your profile (you will be required to create such a profile to use your OnfleekQ Gift Card for the first time).

OnfleekQ Gift Cards are only cancellable in accordance with clause 5. You cannot use a OnfleekQ Gift Card to:

pay for Services at a Partner/Vendor ’s own venue or on their own website;

purchase additional OnfleekQ Gift Cards; or

exchange the balance on a OnfleekQ Gift Card for cash.

All OnfleekQ Gift Cards are only valid for the period of twelve months after the date of their purchase. The expiry date of your OnfleekQ Gift Card will be printed on the accompanying gift message card or, if you have opted for e-delivery, included in the OnfleekQ Gift Card email itself. If you have added the OnfleekQ Gift Card to an account, you will also be able to see when your OnfleekQ Gift Card balance is due to expire when you log in and visit the My Wallet section of your profile.

In accordance with your Order, OnfleekQ Gift Cards will either be delivered electronically or via courier.

You are responsible for keeping your OnfleekQ Gift Card safe and we do not accept liability for OnfleekQ Gift Cards that are lost, stolen, damaged or used without authority. If you are aware that a OnfleekQ Gift Card has been lost or stolen, you should contact us immediately via email support@onfleekq.com and, provided the OnfleekQ Gift Card has not already been redeemed, we will cancel the OnfleekQ Gift Card and issue you with a new one.

Price and payment

Prices and any applicable delivery and/or processing charges will be as quoted on the Website but may be subject to change by OnfleekQ or Partner/Vendor s at any time (in which case the Website and the App will be updated accordingly, but changes will not affect Orders in respect of which you have already been sent an Order Confirmation prior to the date the change is published on the Website).

Prices include VAT where applicable unless it is stated otherwise on the relevant page in relation to the relevant Services.

The App/Website contain details of a number of Services, and it is possible that, despite onfleekQ’s best efforts, some of the pricing and other information shown for certain Services is incorrect.

Unless it is available and you have opted for “Cash payment” (see clause 10.8 below), payment for all Services must be made at the time of booking in Naira by credit or debit card, or via a third-party payment processor such as Paystack or by using the online payment facility (“Payment Facility”). Any currency conversion costs or other charges incurred by you in making a payment will be borne by you in addition to the price due to us.

Payments made through the Payment Facility are processed by third party payment services providers. OnfleekQ takes reasonable care to ensure that the Payment Facility is available and always functioning, but cannot guarantee continuous, uninterrupted or secure access to such Payment Facility, nor can we guarantee that the facility is virus or error free. We use third party payment service providers to process payments and because there are many factors beyond our control (such as delays in the banking system or in card networks), we cannot predict or guarantee the amount of time needed to complete the processing of your payment. Access to the Payment Facility 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 to such Payment Facility and will do what we can to restore the facility as soon as reasonably possible.

If you pay for Services via the Payment Facility, OnfleekQ will collect the payment in its capacity as the commercial agent of the relevant Partner/Vendor. Once OnfleekQ has successfully received your payment for the Services, this will discharge your debt to the Partner/Vendor on whose behalf OnfleekQ has collected the payment.

For certain Dated Booking Orders, there may be an option for you to make a “Cash Payment” booking. This means that you can make the Order but then pay for it directly to the Partner/Vendor at the time of the appointment (i.e., not pay for the Order in advance on the App/Website through the Payment Facility). Please note, this option is not available in all circumstances. This option will only appear if the Order and the Partner/Vendor are both eligible for “Cash Payment”. PLEASE NOTE THAT ONFLEEKQ GIFT CARDS CANNOT BE REDEEMED AT ‘CASH PAYMENT” BOOKINGS.

Please note that when you make a “Cash Payment”  Order, you are still entering into a binding legal contract in respect of the Order and once your Order Confirmation is sent and the Partner/Vendor Contract has been formed, you must pay the Partner/Vendor  in full when you (or the recipient of the Services) attend the appointment. If you fail to show up to an appointment that you have not paid for you will still be liable to the Partner/Vendor for the full amount due under the Partner/Vendor Contract, unless cancelled in accordance with clause 5 and the relevant Partner/Vendor Terms and Conditions. In all cases the Partner/Vendor Contract will be subject to the relevant Partner/Vendor Terms and Conditions and these Booking Terms and Conditions.

Liability

Where we have been negligent and/or breached a contractual obligation to you, we will be liable for any loss or damage you suffer as a result, provided that loss and/or damage is foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our negligence or breach of contract or would have been considered by you and us to be a likely consequence of it at the time we entered into the OnfleekQ Contract.

We do not accept any liability for the following types of loss, whether caused by breach of contract, tort (including negligence) or otherwise, even if the loss is foreseeable: loss of income or revenue; loss of business; loss of profits; loss of anticipated savings; loss of data; or waste of management or office time.

We do not exclude or limit our liability for death or personal injury arising from our negligence, for fraud or fraudulent misrepresentation, or for any other liability which cannot be excluded or limited under English law.

Our right to vary these Booking Terms and Conditions

We may revise these Booking Terms and Conditions from time to time in the following circumstances:

if we change the process for accepting payment from you;

if there are changes in relevant laws and regulatory requirements; and/or

if there are any other changes to our business that reasonably means we need to amend these Booking Terms and Conditions.

Every time you order Services or OnfleekQ Gift Cards via the Website, the Booking Terms and Conditions in force at that time (and available for view on the Website) will apply to the OnfleekQ Contract between you and us and the Partner/Vendor Contract between you and the Partner/Vendor. You can find the date on which these Booking Terms and Conditions were last updated at the top of this page.

General

All communications and notices from you must be sent to OnfleekQ by email at support@onfleekq.com. OnfleekQ may communicate and give notice to you via post, email or by posting notices on the App/Website.

Please note our customer support hours are: 8am-8pm Monday to Friday, 9am-9pm on Saturdays and 10am-8pm on Sundays and Bank Holidays.

If any of these Booking Terms and Conditions are determined by a competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.

These Booking Terms and Conditions will be governed by and construed in accordance with the laws of the Federal Republic of Nigeria.

 

BOOKING TERMS OF SERVICE

The Services you can buy or book via OnfleekQ are sold by our Partners/Vendors and not by us. We are only responsible for arranging and concluding your booking and we have been appointed by our Partners/Vendors to act as their commercial agent to do so.

If you pay for Services from our Partners/Vendors through our Website or our App, we may collect and receive your payment on behalf of the relevant Partners/Vendors in our capacity as their commercial agent. In this event, our successful receipt of your payment will discharge your debt to the Partner for the Services.

The contract for the Services is directly between you and the relevant Partners/Vendors. We are not liable for the Services you receive from our Partners. However, please do let us know if you encounter a problem or if the Service you receive at a venue falls short of your expectations and we’ll do our best to help.

Please check all details and any restrictions relating to a Service thoroughly before booking.

Please ensure that any medical or other allergy/health information is disclosed to Partners before your appointment or stay.

If you want to reschedule or cancel a Dated Booking (and if rescheduling or cancellation is no later than 24 hours prior to the booking) and is not prohibited by the onfleekQ Terms and Conditions and/or by these Booking Terms and Conditions, this must be requested and completed by either:

using your OnfleekQ account via the App/Website: or

following the link in your Order Confirmation email

If you want to cancel an order for an eVoucher (and if cancellation is not prohibited by these Booking Terms and Conditions) you must email our Customer Care team at support@onfleekq.com

If you want to cancel a OnfleekQ Gift Card (and if cancellation is not prohibited by these Booking Terms and Conditions) this must be requested and completed by either:

using your OnfleekQ account via the App/Website;

following the link in your Order Confirmation email; or

emailing our Customer Care team at support@onfleekq.com

Rules regarding cancellation vary depending on whether you have purchased a Dated Booking, an eVoucher or a OnfleekQ Gift Card:

You may cancel a OnfleekQ Gift Card or eVoucher within 14 days of receiving your Order Confirmation – and we can offer you a full refund unless you have already used it to book an appointment or stay or have redeemed it against another purchase.

If you wish to cancel an eVoucher more than 14 days after receiving your Order Confirmation (but prior to its expiry), we can offer you a credit note for the amount paid, unless you have already booked an appointment or stay or have redeemed it against another purchase.

You may reschedule a Dated Booking provided the appointment is not due to take place in the next 24 hours (rescheduling time frames are dependent on the relevant Partner/Vendor schedule). In such cases we can offer you a full refund. If, however, the appointment is due to take place within the next 24 hours, you will not be entitled to a refund or a credit note.

If you wish to cancel a Dated Booking provided the applicable appointment is not due to take place within the next 24 hours, we can offer you a full refund. If, however, the appointment is due to take place within the next 24 hours, you will not be entitled to a refund or a credit note.

If you want to talk to us, please get in touch with our team and we’d be happy to help:  support@onfleekq.com

Signed:  Management

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