Customer Terms and Conditions
Glamr. — Mobile Makeup & Hair Marketplace Operated by Glamr (ABN 49 861 515 883) ("we", "us", "our", the "Platform").
Last updated: 5 June 2026
1. About these terms
1.1 These terms govern your use of the Platform as a customer and your bookings of makeup and hair services through it. By creating an account, making a booking, or using the Platform, you agree to these terms.
1.2 You must be at least 18 years old to make a booking. If you book on behalf of someone else (for example a bridal party), you are responsible for that booking and for making sure everyone involved understands the relevant parts of these terms.
1.3 We may update these terms from time to time. The version that applies to a booking is the version published when you confirm that booking. We will publish material changes on the Platform before they take effect.
2. Definitions
Artist — an independent professional makeup and/or hair provider listed on the Platform.
Service — the makeup and/or hair service you book from an Artist.
Total Price — the full price of the Service as shown on the Artist's listing.
Deposit — the portion of the Total Price charged by us at the time of booking to secure the Artist and the date.
Service Fee — our platform fee, charged to you at the time of booking (currently $15, inclusive of GST).
Balance — the remainder of the Total Price (Total Price minus Deposit), paid by you directly to the Artist.
3. Our role — we are a marketplace, not the provider
3.1 We operate a booking platform that connects customers with independent Artists. We do not provide makeup or hair services. Each Service is provided by the Artist, not by us.
3.2 When you book, a contract for the Service is formed between you and the Artist. Our contract with you is limited to providing the booking, payment, and related platform services described in these terms.
3.3 Artists are independent contractors. They are not our employees, partners, or agents, and we do not control how they perform the Service.
4. Accounts
4.1 You must provide accurate account and contact details and keep them up to date. You are responsible for activity under your account.
4.2 We may suspend or close an account that is used in breach of these terms or for fraudulent, abusive, or unlawful activity.
5. Booking a service
5.1 To book, you select an Artist and Service, choose a date and time, enter the location the Artist will travel to, and pay the Deposit plus the Service Fee.
5.2 A booking is confirmed only once your Deposit and Service Fee payment succeeds. Until then the date is not held for you.
5.3 Prices, availability, and Service details are set by each Artist and shown on their listing. We are not responsible for an Artist's pricing or descriptions, but we will help resolve obvious errors where we can.
5.4 Once a booking is confirmed you can message your Artist in the app. From 2 days before the booking, we release the Artist's contact details so you can finalise arrangements (timing, access, the Balance, and any specific requirements). See clause 12.
6. Payments and fees
6.1 At booking, we charge you the Deposit and the Service Fee. These secure the Artist and the date and pay for our booking service. Payments are processed by our payment provider (Stripe); we do not store your full card details.
6.2 The Balance is paid by you directly to the Artist, on the day or as otherwise arranged with the Artist. We are not party to, and do not process, the Balance payment.
6.3 The Deposit and Service Fee are quoted in Australian dollars and include GST where applicable.
6.4 By confirming a booking you authorise us to charge the Deposit and Service Fee to your chosen payment method.
7. The Deposit and Service Fee are non-refundable
7.1 The Deposit and Service Fee are non-refundable, except where these terms expressly say otherwise (see clause 9, Artist cancellation) or where a refund is required under the Australian Consumer Law.
7.2 The Deposit and Service Fee are payment for securing the Artist and the date and for the booking service we provide — a service that is substantially performed once your booking is confirmed. They are a genuine reflection of the value of holding a slot the Artist can no longer offer to someone else, and of our costs in providing the booking. They are not a penalty.
8. If you cancel or change your booking
8.1 You can cancel a confirmed booking through the Platform. Because the Deposit and Service Fee secured the Artist and the date, they are not refunded to you when you cancel.
8.2 What is different here: unlike many platforms, when you cancel we pass one quarter (25%) of your Deposit to the Artist, in recognition of the slot they held for you. We retain the remaining 75% of the Deposit and the full Service Fee to cover the cost of providing the booking. You are not charged anything additional for this — it comes out of the Deposit you already paid.
8.3 Changes (date, time, or location): we can't guarantee an Artist's availability for a new date or time. Reschedule requests are subject to the Artist's agreement. If a change can't be accommodated and you don't proceed, clause 8.1–8.2 (cancellation) applies.
8.4 Late notice and the day itself: the cancellation treatment above applies regardless of how much notice you give, unless the Artist agrees otherwise. We encourage you to give as much notice as possible.
9. If the Artist cancels
9.1 If an Artist cancels a confirmed booking, we will refund your Deposit in full.
9.2 We will also use reasonable efforts to find you a suitable replacement Artist for the same date. If we cannot, we will refund your Service Fee as well, so you are not out of pocket for a booking the Artist could not honour.
9.3 We are not liable for any further loss arising from an Artist's cancellation beyond the refunds in this clause, except to the extent the Australian Consumer Law requires otherwise (see clause 13).
10. No-shows, lateness, and access
10.1 You must provide the Artist with safe, lawful access to the agreed location at the agreed time, including reasonable parking or access information where relevant.
10.2 If you are not available, the location is inaccessible, or the Artist cannot reasonably perform the Service through no fault of theirs, the booking may be treated as a customer cancellation under clause 8.
10.3 If the Artist does not attend and does not provide the Service, clause 9 (Artist cancellation) applies.
11. The Service, health and safety
11.1 The Artist is responsible for performing the Service with due care and skill.
11.2 Health and allergies: makeup and hair products can cause reactions in some people. Raise any allergies, sensitivities, skin conditions, or specific product concerns directly with your Artist before the Service, and ask for a patch test if you are unsure. We do not provide medical or cosmetic advice and are not responsible for reactions to products used by an Artist.
11.3 You must give the Artist accurate information relevant to the Service (for example, known allergies).
12. Contact details and dealing off-platform
12.1 After a booking is confirmed, you can message your Artist through Glamr.'s in-app messaging. Contact details (phone and email) are released only from 2 days before the booking. Until then, please keep communication in the app — it lets us support you and keep a clear record if anything changes.
12.2 To keep everyone safe, in-app messages are automatically screened and may be redacted, stored, and reviewed. Please don't use the messaging to swap contact details early or to arrange a booking off the Platform.
12.3 If you arrange services with an Artist entirely outside the Platform, those arrangements are between you and the Artist and these terms (including our support, refunds, and dispute help) do not apply to them.
13. Liability
13.1 Australian Consumer Law. Our services come with guarantees that cannot be excluded under the ACL. Nothing in these terms excludes, restricts, or modifies those guarantees or any other right you have that cannot lawfully be excluded.
13.2 The Service itself is provided by the Artist. To the extent permitted by law, we are not liable for the acts, omissions, quality, safety, or outcomes of an Artist's Service. Your rights in relation to the Service are primarily against the Artist.
13.3 Our booking service. To the extent permitted by law, and except for liability that cannot be excluded under the ACL, our total liability to you in connection with the Platform and any booking is limited to re-supplying the relevant booking service or refunding the Service Fee and any Deposit we hold for the affected booking.
13.4 To the extent permitted by law, we are not liable for indirect or consequential loss, or for loss you could have reasonably avoided.
14. Reviews and content
14.1 You may be invited to review an Artist after a completed booking. Reviews must be honest, based on your own experience, and must not be defamatory, misleading, offensive, or unlawful.
14.2 By posting a review or other content you grant us a non-exclusive, royalty-free licence to display and use it in connection with operating and promoting the Platform. We may remove content that breaches these terms.
15. Privacy
15.1 We handle personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, as set out in our Privacy Policy at /privacy. By booking, you consent to us sharing the information needed to fulfil your booking with the relevant Artist (such as your name, contact details, location, and booking details).
16. Complaints and disputes
16.1 If something goes wrong, contact us first at hello@glamr.com.au and we'll try to help resolve it, including liaising with the Artist where appropriate.
16.2 Disputes about the Service itself are ultimately between you and the Artist. We can assist but are not obliged to adjudicate or compensate beyond clause 13.
17. General
17.1 If any part of these terms is found to be unenforceable, the rest continues to apply.
17.2 These terms are governed by the laws of New South Wales, Australia, and you and we submit to the non-exclusive jurisdiction of the courts of that State.
17.3 Questions about these terms: hello@glamr.com.au.
End of Customer Terms and Conditions — Glamr.