Terms of Service

1.General provisions

These terms of use form an agreement between you and Gloumi. By creating an account or using the app you confirm that you have read and accepted these terms.

MB Gloumi's details are held in the Register of Legal Entities. A booking contract with a master is made in the app: you choose the service and time, review the price, deposit and cancellation terms, correct them if needed and confirm; if you pay in the app, you pay. The booking and its terms are kept in your account under “Visits”. Once the master confirms the visit, we send a confirmation of the contract with its terms to your email address. The contract can be made in Lithuanian or English. The app and these Terms are also shown in other languages; those are translations, and where the texts differ the Lithuanian text prevails.

Gloumi may only be used by people aged 14 or over. Users under 18 may need the consent of a parent or guardian. Users under 16 are subject to parental supervision (see below).

Masters and salon owners are also bound, together with these terms, by the “Terms for Masters and Salons”, which they accept when they become a master or create a salon. Where those and these terms differ, the “Terms for Masters and Salons” govern the relationship between a master and Gloumi.

2.The role of Gloumi

Gloumi is a platform that connects beauty professionals (masters) with clients. Gloumi does not provide beauty services itself and is not a party to the service contract between the master and the client.

• The master providing the service is responsible for its quality, safety and compliance.
• The master is responsible for their own business registration, licences, hygiene requirements and taxes.
• The master who provided the service is answerable for it and for any damage it causes. Gloumi is answerable for what is on its side (see “The master is a trader”) and helps resolve disputes between the client and the master.

3.Account and roles

Registration creates a client account. Master features become available only after a master profile is separately filled in and submitted.

You are responsible for keeping your login details secure and for all activity carried out from your account. You must report unauthorised access without delay.

• Creating an account under someone else’s name or providing false data is prohibited.
• One person may hold one account.
• Gloumi may ask a master to confirm their identity or qualifications.
• A user under 18 may register and browse, but may book a paid visit (including one paid on site) or pay a deposit only with the consent of a parent or guardian: under 16 – once a parent or guardian has confirmed in the app (see “Parental supervision under 16” below), and at 16 or 17 – by confirming in the app, when booking or paying a deposit a master asked for, that they have it. The master sees their age on the visit card and, before the procedure, must make sure that the parent or guardian really agrees (for example by asking for written consent or for them to come along) and confirm this in the app. Some services require more by law: a tattoo, permanent make-up or piercing requires the written consent of a parent or guardian, and tanning-bed services are not provided to anyone under 18. A master can mark a service “Adults only (18+)” – a user who is under 18 by the date of birth on their account then cannot book it; otherwise, and as regards the consent of a parent or guardian, the master is responsible for meeting these requirements. Only an adult may create a master account – we check this against the date of birth.
• A user under 18 and a master can message each other only if the minor follows the master, or if they have a confirmed upcoming visit (a visit entered by the master – only once the minor has confirmed it) or a visit that ended within the last 30 days. If it turns out that the visit did not take place (the master marked the client as a no-show, or a report that the visit did not happen was confirmed), messaging ends at once.
• Accounts of users under 18 (Junior account) are also subject to the following: a master cannot find such a user to tag them in their Story, and the minor is not notified of a tag, nor the master of the minor’s Story like, unless the minor follows the master or has a visit with them (as for messages). To other users the minor appears as “Junior user” – with no name, username or photo (in follower lists they are not shown to others) – and their profile cannot be opened or found in search. Only a master the minor follows, or with whom the minor booked a visit themselves that was confirmed or took place, sees their name and photo. A Junior account is subject to the same message limits as other users. Until a date of birth is entered, an account that is not a master’s is treated like a minor’s (for messages too), and the user cannot book a visit themselves.
• Parental supervision under 16. If by the date of birth you gave you are under 16, until a parent or guardian confirms you can only browse: view masters’ profiles, posts and Stories. Everything you share with others or pay for – booking visits, messages to masters, comments, reviews, reactions, following masters, in-app payments and location – is switched on only once a parent or guardian confirms, with a code sent to the parent’s or guardian’s email address you give, that they allow you to use Gloumi, and sets a PIN. The parent or guardian can switch each of these features off or on at any time (a PIN is needed) or withdraw the permission altogether – the features are then switched off at once, while visits already booked remain valid together with their cancellation terms: you can view, cancel or reschedule them in the visit card, but cannot take new actions. That confirmation counts as the parent’s or guardian’s consent to the visits and in-app payments you book while it is in force (Article 2.8 of the Civil Code); the master’s duty to make sure of the consent before the procedure does not change. Before your first message, comment, review or reaction we show a reminder on staying safe online; we keep the time it was shown.
• On turning 18, the name and photo are shown everywhere automatically, including on comments, likes and reviews left earlier. We send a reminder in the app 14 days before; until then, comments and reviews can be deleted and likes removed.
• A username can be changed no more than twice in 14 days. The previous username stays reserved for you for 14 days – no other user can take it.

4.Bookings and deposits

A booking is considered made once the master confirms it in the app. A master on the Pro or VIP Studio plan (including during a trial or when Gloumi has granted the plan, and a member of a VIP Studio salon) may require a deposit – either a fixed amount or a percentage of the service price – and accept payments in the app. With a master on the Starter plan, the visit is paid on site. A master may reserve some of their times for certain clients only; in the app you see only the times you can book.

Until the master confirms it, a booking is pending: you can cancel it at any time, and anything paid in the app is refunded in full. If the master declines it or does not confirm it before the visit starts, the visit is declined and anything paid in the app is refunded in full; if the amount was only reserved on your card, the reservation is released and nothing is charged. We let you know in the app; how soon the amount becomes available again depends on your bank. Such a decline does not count as a cancellation by you.

A deposit is a set part of the visit price that is reserved on your card and credited towards the final price of the service. A deposit is not earnest money: it does not secure the contract with a double refund.

When you pay for a visit in the app, by booking you agree that the amount will be charged to your card. If you start paying but do not complete the payment, the time is held for you for 30 minutes from booking and the visit is then cancelled automatically; we let you and the master know. If the visit is no more than 5 days away, the amount is reserved on your card straight away and charged only after the visit. If the visit is later, your card is saved with Stripe and the amount is reserved no more than 3 days before it. The saved card stays available for later visits; you can remove it in the payment screen, and it is removed when you delete your account. If the reservation fails, we will ask you to confirm the payment in the app; if you do not confirm it 24 hours before the visit, the visit is cancelled at no cost to you. If you cancel in time, the reservation is released and nothing is charged; how soon the amount becomes available again depends on your bank. If you cancel late or do not show up, only the late-cancellation compensation is charged (no more than 30% of the visit price and no more than the deposit). If the visit is moved and the earlier reservation no longer covers the new time, it is released and nothing is charged, and the amount is reserved again for the new time: if your card is saved, no earlier than 3 days before the new time; otherwise we will ask you to confirm the payment in the app.

A master may also book you in themselves (for example after agreeing it by phone or in person) and ask for a deposit in the app. We notify you of the deposit amount and the deadline: if the visit is 24 hours or more away, within 48 hours but no later than 24 hours before the visit; if it is sooner, within 4 hours but no later than 2 hours before it. When paying you see the master’s cancellation terms, and by paying the deposit you confirm the visit; you pay the rest on site. A paid deposit follows the same rules as when you book yourself (see below), so if you pay it less than 24 hours before the visit and then cancel or don’t come, it is not returned if the master’s cancellation terms say so. If the deposit isn’t paid by the deadline, the visit is cancelled automatically at no cost to you. If you didn’t agree the visit with the master, tap “This isn’t my visit”: the visit will be cancelled with no consequences, and you can report the master.

Before the visit, tell the master about any allergies, health conditions or other circumstances that may affect the service or your safety – ideally in person, before the service begins. In booking notes and messages, write only what the service needs: the app does not ask for health data.

• If a visit is cancelled 24 hours or more in advance, the reservation is released and nothing is charged.
• If a confirmed visit is cancelled less than 24 hours in advance, or in case of a no-show, the late-cancellation compensation set in the master's cancellation terms is charged – no more than 30% of the visit price and no more than the deposit (the terms are shown before you book); the rest of the reserved amount is released. The master may waive the compensation – the charged amount is then refunded to you in full. This term does not limit your statutory rights. If you could not come because of illness or other unforeseen circumstances, ask the master to waive it – it is their decision. If there is no deposit, nothing is charged.
• If the master or Gloumi cancels the visit, the reservation is released, and any amount already charged is refunded in full. This does not limit your statutory right to claim damages from the master if they cancel a confirmed visit without good reason.
• If a visit is rescheduled, the deposit is carried over to the new time. The master cannot change the time of a visit on their own: they can propose a new time, and the visit is moved only once you confirm it; if you do not, the visit stays at the agreed time. With 24 hours or less to go before a confirmed visit you can no longer reschedule it yourself, nor can you move a visit to a time that is 24 hours or less away – you can only cancel it under the master’s cancellation terms or accept a new time proposed by the master. You can reschedule a visit yourself no more than twice; accepting a new time proposed by the master does not count towards this. A master may block you: you then cannot book new visits with that master, while visits already confirmed remain valid unless cancelled under the cancellation terms.

5.When a paid visit did not happen

If you paid for a visit in the app but it did not happen (for example the master did not turn up or did not provide the service), report it in the app: in the visit details, tap “Visit didn't happen?”. You can do this from the start of the visit until 3 days (72 hours) after it ends.

Once Gloumi receives the report, it does not charge the reserved amount while it looks into the matter (unless the reservation would expire sooner), and may ask you and the master for explanations and evidence. The master can see that you reported it and your message. The decision – to release the reservation, to refund you the amount charged, or to leave it with the master – is made by a person within 14 days of your report, and we tell you about it in the app, with the reasons. If no decision is made within 30 days of the report, the amount goes to the master; we tell you, and you can contact us again via Support (a person will review the decision) or the State Consumer Rights Protection Authority (see “Complaints and dispute resolution”).

If the visit was paid on site, you can dispute the mark of whether you attended with the same button within 3 days (72 hours) of the end of the visit or of the mark, whichever is later – the mark affects points, invitation points and the review, not money. After these periods, write to us through Support in the app or at support@gloumi.lt. We will help as far as we can.

Reporting this does not take away any of your rights as a consumer, including the right to apply to the State Consumer Rights Protection Authority or to a court (see “Complaints and dispute resolution”).

6.Payments, commission and payouts to masters

Payments in the app are processed by Stripe. Gloumi never sees or stores your full card number; the payment confirmation shows only the card type and the last 4 digits. In the app you pay the master directly: the master is the recipient of the payment, and Gloumi receives no money for the service – only its commission, the payout fee, the Stripe fee and the master's debts to Gloumi are deducted from the master's share (see below). An amount you paid through the app counts as paid to the master, and the master cannot ask you for it again. You can pay in the app only with a master whose Stripe account is approved to accept payments; with other masters you pay on site.

Gloumi charges its commission only on a given client's first completed visit with a master that was booked through Gloumi. No commission is charged on that client's later visits with the same master. A cancelled or missed visit, or one fully covered by credit, does not count as the first; a visit on which commission was already charged under the previous terms does count. The commission is calculated on the full price of the visit as recorded in the booking (excluding tips), even if only a deposit was paid in the app. The commission rate is shown in the master account before payments are switched on, and any change to it is announced in advance.

When the first visit is paid through the app, the commission is deducted from the master's share. When it is paid on site, Gloumi receives no money, so the commission becomes an amount the master owes Gloumi; it is set off against later payouts for completed visits, and whatever remains is paid against the monthly invoice. The part of a first visit's commission that cannot be deducted from a deposit paid in the app is owed in the same way. This costs the client nothing. The details are in the “Terms for Masters and Salons”, section “Amounts owed to Gloumi and how they are paid”.

The Stripe fee for processing each payment made through the app is deducted from the master's share: the exact amount Stripe charged for that payment (for a standard EEA card, 1.5% + €0.25). Gloumi pays Stripe's fees for the master account and for payouts to the bank. For every visit paid in the app for which money is transferred to the master, Gloumi also deducts its own payout fee from the master's share – 0.25% of the amount transferred to the master plus €0.10 (see “Gloumi's remuneration: commission and subscriptions” in the Terms for Masters and Salons). The remainder stays with the master in their Stripe account.

Neither the commission, the payout fee nor the Stripe fee costs the client anything: they are deducted from the master's share, not added to the price of the service.

The amount is charged to your card only after the visit (see “Bookings and deposits”) and goes to the master's Stripe account; Stripe pays it out to the master's bank on the master's payout schedule. If you report that the visit did not happen (see “When a paid visit did not happen”), an amount not yet charged is not charged until a decision is made (unless the reservation would expire sooner). If it is decided to refund the amount, all of it is refunded to you, even if the master has already received it. If the master does not mark within 24 hours of the visit whether it took place, the visit is automatically marked as having taken place (no earlier than 24 hours after it, usually within the following day) and the amount is charged. If the visit did not in fact take place, tell us within 3 days (see “When a paid visit did not happen”) – you can do so even after the amount has been charged. No commission is charged on clients who came with a master code (see “Master code”) or on tips (see “Tips”), but it does apply to visits the master entered in the Gloumi calendar themselves. The details are set out in the “Terms for Masters and Salons”.

• The amount is charged only after the visit; if you cancel late or do not show up, only the late-cancellation compensation is charged (no more than 30% of the visit price and no more than the deposit).
• The master is responsible for their own taxes and accounting on the income received. Gloumi is not the master’s tax agent.
• The purchase document for the service (a receipt or an invoice) is issued by the master – ask them for it. The confirmation of a payment in the app proves the payment but is not the master's purchase document.
• If a deposit is refunded to the client, the share of commission taken from it is refunded too.
• If fraud is suspected, Gloumi may hold off charging the amount until the circumstances are clarified, but no longer than the reservation on the card lasts.
• If a visit is cancelled in time while the amount is only reserved, the reservation is released and there is no Stripe fee. If, after a late cancellation or a no-show, part of the deposit goes to the master, the Stripe fee is deducted only from that part. If an amount already charged is refunded to the client, Stripe does not return its fee, and Gloumi pays it – it is not deducted from the master.
• These commission and Stripe fee rules apply from 7 October 2026: for visits paid through the app, by the date of payment; for visits paid on site, by the date of the visit. Earlier visits remain under the previous rules.

7.Right of withdrawal

You enter into a contract with Gloumi when you create an account (see “General provisions”). Using Gloumi is free for clients, so withdrawing from that contract costs you nothing: you can delete your account at any time (see “Account restriction and termination”), and within 14 days of creating it you may also tell us that you withdraw – the effect is the same. Below is how the 14-day rule works for visits, subscriptions and gift cards.

A visit to a master is a leisure service whose date and time are fixed in the contract, so the consumer 14-day right of withdrawal does not apply to it (Article 16(l) of Directive 2011/83/EU; in Lithuania, Article 6.228¹⁰(2)(12) of the Civil Code). What applies instead is the cancellation policy of the master, shown on their profile, and the general rule described under Bookings and deposits.

The master subscription is bought through the Apple App Store or Google Play. Refunds are handled by them under their own rules. Gloumi cannot refund an App Store purchase; a Google Play purchase can also be refunded by Gloumi where the law requires it or Gloumi made a mistake. Gloumi will not stand in the way of a request to Apple or Google.

You can withdraw from the purchase of a gift card bought from Gloumi within 21 days of purchase (an activated card – within 14 days, if its balance has not been used) – how to do it is described under “Invitations and gift cards”.

8.Master subscription (Pro and VIP Studio)

Master features are offered as a subscription in two tiers, Pro and VIP Studio. Each tier can be paid monthly or yearly; the price and the period are shown before you buy. The subscription is purchased through the Apple App Store or Google Play and renews automatically for the same period until you cancel it.

An introductory price may be offered for a monthly Pro subscription; whether it is offered, and at what price, is shown before you subscribe. The yearly Pro subscription and VIP Studio subscriptions have no introductory price. The store (App Store or Google Play) charges the introductory price when you subscribe. If you do not cancel, once the introductory period ends the subscription continues automatically at the regular monthly Pro price shown when you subscribed. To avoid the regular price, cancel on the App Store at least 24 hours before the introductory period ends, or on Google Play at any time before it ends; Pro then keeps working until the end of the introductory period, after which the free Starter plan remains.

You cancel the subscription in your App Store or Google Play account settings: on the App Store at least 24 hours before the end of the period, on Google Play at any time before the period ends. Paid features keep working until the end of the paid period. You cancel the subscription yourself; Gloumi does not cancel it for you (if a Google Play purchase is refunded, the subscription ends at once).

• The introductory price can be used once; the store shows whether it applies to you before you subscribe.
• If you move up a tier (from Pro to VIP Studio), it takes effect immediately and the unused part of the paid period is settled (refunded or credited); if you move down a tier or change the billing period (monthly or yearly), the change takes effect from the next renewal. Apple or Google calculate the amounts and dates under their own rules.
• Refund requests are handled by Apple or Google under their own rules; a Google Play purchase can also be refunded by Gloumi (see “Right of withdrawal”).
• When a subscription ends, paid features are switched off but your data is kept.

9.Content and conduct rules

You keep the copyright in the content you upload (photos, videos, Stories, descriptions, reviews). By uploading it, you give Gloumi a non-exclusive, royalty-free, worldwide licence to store it, adapt it technically (resize, transcode) and show it to other users in the app and its notifications, where you published it (for example in a post, a Story, a message or a review), and reviews of masters that you have allowed to be shown on the website also on the master’s public page on gloumi.lt. The licence lasts while the content is in your account. Gloumi stops using deleted content at once and removes its files from storage within a few days. When you ask for your account to be deleted, it is deleted 30 days after the request and its files are removed from storage a few days after that; while the account is waiting to be deleted, your reviews remain visible. We may sublicense it only to service providers that help the app run. We do not use your content or reviews on the Gloumi website, social media or in advertising without your separate consent; a master’s profile content is shown on the master’s public page under the Terms for Masters and Salons.

• Uploading someone else’s content without permission is prohibited.
• Offensive, discriminatory or sexually explicit content is prohibited.
• Content depicting or encouraging violence is prohibited.
• Harassing, threatening or deliberately stalking another user is prohibited.
• Encouraging or helping to carry out illegal activity is prohibited.
• Unsolicited advertising, chain letters and pyramid schemes are prohibited.
• Political campaigning and political advertising are prohibited: calls to vote for or against political parties or candidates, or in elections or referendums, political campaigns, petitions and fundraising for political purposes. Personal signs of identity or solidarity (for example a flag on your profile) are allowed. You can report such content with the “Report” button; the decision is made by a person, not an automated system (see “Reporting illegal content and appealing our decisions”).
• You may post content in any language. We detect the language of a post or Story automatically from its text and use it to rank the feed and search (see “Ranking of results”); if there is no text or it is too short, the language is treated as unknown.
• Publishing another person's contact details, address or other personal data without their consent is prohibited - including in a review.
• Uploading photos of other people without their consent is prohibited.
• If a photograph shows a person under 18, it may only be uploaded with the consent of their parent or guardian. The first time you upload a photo or video (and again when a new version of these Terms and the Privacy Policy is published), you confirm in the app that you only upload ones in which the people shown have agreed to them being published in the Gloumi app and, if you are a master, on your public page at gloumi.lt (for anyone under 18, their parent or guardian); this confirmation covers all your content, and you must be able to prove it if asked. Before your first Story, you confirm in the app that you are 18 or older and will only upload content that meets the content requirements of these Terms; we keep the confirmation and its time.
• You may upload a photo or video showing the condition of another person’s skin or body (for example, before-and-after photos of skin treatments) only if that person has explicitly agreed to it being published on Gloumi. When uploading, you confirm this in the app, and you must be able to prove it if asked.
• If content you publish contains the personal data of another person (for example, they can be seen in a photo), you and Gloumi are jointly responsible for publishing and displaying it in the app and on gloumi.lt, as joint controllers (Article 26 GDPR): you inform that person about the publication and obtain their consent, and you must be able to prove it if asked; Gloumi keeps the app secure, handles reports about content, removes unlawful content and responds to the requests of that person, passing them on to you where needed. They can exercise their rights against you and against Gloumi alike. Details: the Privacy Policy section “Who processes your data”.
• By uploading content you confirm that you hold all the rights needed for it and that it infringes nobody else’s rights. If a claim is brought against Gloumi because of content you uploaded, you answer for it.
• Gloumi may remove content that breaches these rules without prior warning.

10.Honest bookings and payments

Book only visits you intend to attend. Creating fake bookings, booking to block a master's time or to obtain credit, paying with someone else's card or using someone else's account is prohibited.

If something is wrong with a payment, write to us first through Support in the app or at support@gloumi.lt – we can usually sort it out faster than a bank. Disputing with your bank (a chargeback) a payment for a service you properly received is unfair. This does not limit your right to go to your bank if a payment was made without your permission or the service was not provided.

In a card dispute, we may provide the bank, through Stripe, with the booking, message and payment data. Fake bookings and unfair card disputes may be grounds for restricting or deleting an account (see “Account restriction and termination”).

Reviews must also be honest and based on your own experience (see “Reviews”).

11.Reviews

Only a client whose visit to that master actually took place may leave a review. A review must be honest and based on personal experience.

When you write or edit a review, you can allow it to also be shown on the master’s public page on the gloumi.lt website. There it appears only with your first name and the initial of your surname, without a photo, and only until you withdraw your permission; once you do, the review is removed from the website and stays in the app. Only a user who is 18 or older according to the date of birth they gave can do this. The master’s page on the website also shows the average and number of all verified reviews of the master (once there are at least three), including those whose text is not shown there; your name and text appear only with your permission.

A master may reply to a review publicly. The reply is shown under the review. The rules in “Content and conduct rules” apply to it, and an inappropriate reply can be reported like any other content. A negative review is not in itself a reason to remove it: Gloumi removes only reviews that break the conduct rules, are untrue, are abusive, or have nothing to do with the service provided.

You can delete your review at any time. Its photos and the master’s reply are deleted with it, and it no longer counts towards the master’s rating; it cannot be restored. A new review of the same visit can only be left within 48 hours of the visit being marked as having taken place.

Writing reviews about yourself or your competitors is prohibited, as is offering a client anything in return for a review or for its removal.

The “Top rated” label appears under the master's name on their profile automatically when, over the last 12 months, the master has received at least 20 reviews with an average of at least 4.8. It is worked out only from verified client reviews (see “How we verify reviews”), no paid plan affects it, it cannot be bought, and it does not mean that Gloumi has checked the master's qualifications. When the conditions are no longer met, the label is no longer shown. The label itself does not change the ranking.

12.Tips

After a completed visit, once you have left a review rated 3 stars or more, you may leave the master a tip if the master can accept tips (this needs a Pro or VIP Studio plan, as described in “Bookings and deposits”, and a completed Stripe check): choose 5, 10 or 15% of the price of the visit (rounded to the nearest €0.50, at least €1 and at most €100) or enter your own amount from €1 to €100. You can do this within 7 days of the visit.

Tips are voluntary: they are not part of the price of the service, and the master cannot demand them. They are paid only in the app, whatever way you paid for the visit itself.

Gloumi takes no commission on tips. You pay tips directly to the master; only the payment provider's (Stripe's) fee is deducted from them; it costs you nothing extra.

A tip once paid is normally not refunded. It is refunded if the payment was made without your permission or successfully disputed, if the master cannot receive it, or if the law requires a refund.

13.Intellectual property and prohibited use

The app, its name, logo, design, texts, icons and source code belong to Gloumi or are used under licence. Using the app gives you the right to use it for your own purposes - not the right to copy or rework it.

• Copying, distributing or publishing the content of the app for commercial purposes without written consent from Gloumi is prohibited.
• Automated collection of data (bots, scraping) and the creation of copies or derivative works of the app are prohibited.
• Attempting to circumvent security measures, access other people’s accounts, overload the system or distribute malicious code is prohibited.
• Using the Gloumi name or logo in a way that suggests a partnership that does not exist is prohibited.

14.Invitations and gift cards

When you invite a friend with your code, you earn Gloumi points: 50 points for an invited client and 100 points for an invited master. The points are granted when, within 90 days of the invited person signing up, visits booked through Gloumi and paid in the app take place: for an invited client, worth at least €150 in total; for an invited master, at least three visits with them (visits paid in the app are possible with a master on the Pro or VIP Studio plan, including during a trial). A visit counts by the day it ends, and only if it took place – if the master marked the invited person as a no-show, it does not count; the points are granted when the transfer to the master for the visit is made, usually a few days after the visit. The invited person must be a new user: their account is no more than 90 days old and they have not yet booked any visit (as a client when a client is invited, as a master when a master is invited). If they had a Gloumi account before and deleted it, no points are awarded, and points already awarded may be withdrawn. The invited person does not earn points for the invitation themselves. Points are granted for no more than 20 invitations per calendar year. You may give your code only to people you know, personally; it may not be posted publicly (for example on social media, forums or coupon sites).

A gift card can be bought only by a person aged 18 or over; its value is between 40 and 1000 euros. It can be activated once: the value of an activated card is added to the gift card balance on your account. The balance can be used for one or several visits; if a visit costs less, the rest stays on the account.

• The gift card balance can be used only for a visit you pay for in full in the app (by card, Apple Pay or another method offered in the app): not for a deposit and not when paying on site. So it can be used only with masters who accept payments in the app. The balance is not exchangeable for cash and cannot be transferred to another person. A gift card balance or a coupon can cover at most the visit price minus €0.50: you pay those €0.50 by card or another method offered in the app, because the payment provider does not accept smaller payments.
• The gift card balance has no expiry date and does not disappear on its own. If a gift card purchase is disputed with the bank, the card balance is frozen until the dispute is resolved. For the same visit you can use either the gift card balance or one Gloumi points coupon, but not both.
• One person – one account and one code for each kind of invitation (inviting clients and inviting masters). Creating extra accounts to earn points is prohibited.
• If we suspect points for an invitation were obtained by deception or in breach of these rules (fake accounts, arrangements between users, posting a code publicly, fake visits), we may cancel them and restrict the account.
• We may change the invitation terms or the number of points, or end invitations; points already earned remain valid.
• You can withdraw from the purchase of a gift card within 21 days of the day of purchase, as long as the card has not yet been activated, and from an activated card within 14 days of purchase if its balance has not been used. The simplest way is to tap "Withdraw from contract here" on the gift cards screen and confirm. You can also write to us through Support in the app or at support@gloumi.lt and say which card’s purchase you are withdrawing from; you may use the model form at the end of these terms, but you do not have to. We confirm receipt by email without delay, stating the date and time.
• We refund the amount paid, by the same payment method, no later than 14 days after we receive your notice; the refund costs you nothing. Once a card has been activated, you can withdraw from its purchase within 14 days of purchase if its balance has not been used; once the balance has been used – no longer.
• When an account is deleted, Gloumi points and coupons are lost. When you delete your account, we offer to refund the unused gift card balance: if you agree, we refund it to the card used to pay for the gift card (if someone else bought it, to them), or, if a refund to the card is no longer possible, to a bank account you give us. We start the refund when the account is actually deleted – 30 days after the request; until then you can use the balance, and if you cancel the deletion you keep it. If you decline the refund, the balance is lost together with the account.
• Credit received before 13 October 2026 for referrals, from gift cards or for Gloumi points stays valid under the rules that applied until then: it can be used for a visit paid in full in the app (it cannot be combined with a gift card balance or a coupon), it has no expiry date, and when you delete your account we offer to refund the part that came from gift cards in the same way as the gift card balance. For invitations where the invited person has not had their first visit before 13 October 2026, the rules in this section apply from 13 October 2026.

15.Gloumi points

For every completed visit booked through Gloumi you earn Gloumi points – one for each whole euro you paid for that visit in the app (by card, Apple Pay or another method offered in the app), including a deposit. No points are given for the part paid with the gift card balance, a coupon or credit, for amounts paid on site or for tips. Points are added when the visit is marked as done; there are no points for cancelled visits or visits that did not take place. If a visit is later marked as not having taken place or as a no-show, the points given for it – and any invitation points it counted towards – are withdrawn. You also earn points for invitations (see “Invitations and gift cards”).

Once you have 500 points, you can exchange them for a €5 coupon – in the app, tap “Exchange 500 points for a €5 coupon”. You can exchange each time you have at least 500 points; exchanged points cannot be restored. A coupon is valid for 12 months from the exchange; we let you know in the app about 30 days before a coupon expires. A coupon can be used only for a visit you pay for in the app; only one coupon can be used per visit, and it cannot be combined with another coupon or with the gift card balance. If the visit costs less than €5, the difference is not kept. As with the gift card balance, a coupon cannot pay the last €0.50 of the visit price – you pay that by card or another method offered in the app. If the visit is cancelled or declined by the master, or you get your money back for a visit that did not happen, the coupon used for it returns to your account with the same expiry date (if that date has already passed, the coupon is no longer valid). If you do not come without cancelling, the coupon is not returned.

Your level depends on the points you earned for visits in the last 12 months: bronze – up to 499 points, silver – from 500 to 1,499, gold – from 1,500. A higher level applies at once; a lower one applies only from the first day of the next calendar month. Once a year on their birthday, silver members get 50 and gold members 100 extra points (those born on 29 February get them on 28 February in non-leap years), provided the date of birth was entered on the account at least 30 days earlier; these can be exchanged for coupons like any others but do not count towards the level. For gold members' visits the master sees a gold-level badge. The exchange rate is the same for every level: 500 points for a €5 coupon. Points earned for invitations do not count towards the level either.

Points cannot be exchanged for money or transferred to another person – they can only be exchanged for coupons as described above. Each point is valid for 24 months from the day it was earned; the oldest points are used first, both when you exchange them and when they expire. We let you know in the app about 30 days before points expire. When the account is deleted, the points and any unused coupons are lost. If we suspect that points were obtained by deception (for example through fake visits), we may cancel them.

Points earned before 13 October 2026 remain, including those earned for visits paid on site; their 24-month validity is counted from 13 October 2026.

16.Master code

If you were a client of a master before Gloumi or outside Gloumi, they may give you their code. You can enter it in the booking window (“I have a master code”) or open the link the master sent you.

The code marks you as that master's existing client, so Gloumi takes no commission from the master on your visits with them. Your price does not change because of it – it goes neither down nor up.

The code works only for that master's visits, and you do not have to use it. A master code is not a referral code and gives no credit. We record that you entered the code (see the Privacy Policy section “Tips and the master code”), and the master can see in their client list that you came with it.

17.Prices and pricing errors

Service prices are set by the master and may change. The price that applies to you is the one shown when you made the booking.

If an obvious error made the displayed price plainly wrong (for example 1 EUR instead of 100 EUR), the booking does not take effect automatically: we tell you, offer you the correct price to confirm, or refund any deposit paid in full.

18.Reporting illegal content and appealing our decisions

Gloumi is an intermediary service under the EU Digital Services Act (Regulation 2022/2065). The point of contact for users is support@gloumi.lt and for authorities info@gloumi.lt; we correspond in Lithuanian and English.

You can report illegal content at that address or through the report button in the app. So that we can handle the report, please give: where the content is (a link, a username or a description of the screen); why you believe it is illegal; and a confirmation that, to the best of your belief, the information in the report is accurate and complete. You may give your name, but you do not have to; we need an email address only so that we can reply to you (child sexual abuse can also be reported anonymously). We review every report; where we know how to reach you (by email or through your account in the app), we confirm receipt and tell you what we decided.

We handle reports without delay - usually within a few working days - and remove plainly harmful content immediately.

When we remove content or restrict an account, we give the reason and the rule we relied on. A user who disagrees may appeal within 6 months by writing to support@gloumi.lt; the appeal is handled by a person, not an automated system, and we tell you the outcome.

Reports and the content complained of are reviewed by a Gloumi representative in our administration system. Before text that other users can see is published – a post, Story, comment, review or reply to one, a name or username, or the name or description of a profile, salon or service – we check it automatically against lists of inappropriate words and prohibited services. If the text contains clearly prohibited words, it is not published and the app shows the category of the reason (not the word itself); you can correct the text. If a word may be inappropriate only in some contexts, the text is not published either until a Gloumi representative approves it: you can ask for a review, and once approved you can publish that text unchanged within 30 days. Before you upload a photo or video that will be published openly (not in a chat), the app checks automatically on your device whether it may contain explicit sexual content. If the check suspects such content, the app warns you: you can choose another photo or video, or upload it anyway. The media is then uploaded visible only to you and held back until a Gloumi representative reviews it; if approved it is published, if rejected it is deleted (if it was the only photo or video in a post or Story, or one of the photos in a “Before / After” post, the post or Story is deleted too) and we tell you the reason. The check itself never rejects or deletes content – only a person decides that. We do not check photos and videos automatically for anything else – you can report inappropriate ones with the “Report” button. Each time the check holds content back, the app shows the reason and the rule, and we tell you the outcome of a Gloumi representative’s review. You can complain about any such decision, including text treated as clearly prohibited, as described in this section. We do not automatically restrict accounts because of content, and complaints about decisions are always handled by a person. We do not check the content of private chats automatically – you can report an inappropriate message with the “Report” button or block the sender. Before you publish a post, comment or description, the app on your phone may warn you that the text contains contact details (for example a phone number); nothing about this is sent anywhere or stored. Apart from this check, the only automatic measures are limits against abuse: how many messages, comments, reports, bookings and other actions (such as file uploads, follows or “Not interested” taps) can be made in a given time, and how many upcoming visits can be held at once (see “Account restriction and termination”).

If the outcome still does not satisfy you, you may turn to an out-of-court dispute settlement body or to a court. The right to go to court always remains.

19.Ranking of results

So that it is clear why one master appears before another, the main parameters are set out below. We hold to the same parameters towards masters - they apply to everyone equally.

• Which masters appear in search is determined by your search text (name, @username, speciality or city) and the filters you choose: category, distance, price range, rating, free slots, time of day and style tags. Results are not personalised to your past behaviour. Among the masters that match, those with a rating (at least three reviews) are shown first: the one with the higher average comes first, and with an equal average, the one with more reviews. Masters not yet rated come after them. How a paid Pro or VIP Studio plan changes this order is set out below.
• The feed is made of posts from the last 21 days, and their order comes from several things together. The heaviest is how users, including you, responded to a post over the last 7 days: tapping through to book, saving, sharing, commenting, opening it (how long you look at it is not measured) and liking it. The master's rating is added (counted from three reviews upwards), the share of visits the master cancelled themselves among all visits booked with them over the last 180 days is subtracted (counted only when there were at least 5 such bookings; visits cancelled by clients, booking requests the master declined and visits declined or cancelled automatically do not count as cancellations), and a master with free slots sits a little higher; posts from a master with a Pro or VIP Studio subscription get their score raised by 15% (see below). All of it fades with time: a post's weight halves in roughly 36 hours, so a fresh post rises without needing much attention.
• So that you see different masters and categories in the feed, one page of the feed (up to 30 posts) shows at most four posts from one master and at most ten from one category – those with the highest score; in addition, the third-newest and older posts of the same master count for less. Posts you have already seen are moved down. A post you marked “Not interested” is no longer shown to you in the main feed (it stays on the master’s profile).
• In search and in the feed, masters, services and posts in your app language and in English (together, your languages) are shown higher. The languages of a master are the languages of their services (the main one and translations): a master whose services are in at least one of your languages counts twice as much in search and in the feed, and one with none of your languages half as much. The language of a post or Story counts less: your language 1.3 times more, another language 0.75 times. Content in other languages is not hidden – it is only shown lower. The language of services is given by the master, and the language of posts and Stories is detected automatically from their text; content whose language we cannot detect (for example, without text) and masters without services are neither moved up nor down because of language. As this is based on your choice and not on your behaviour, it applies to everyone, including when the personalised feed is off and for users under 18.
• The feed is personalised, and it is based on your own actions and settings: posts from masters you follow appear higher; if you are interested in a category, posts from it appear higher too - that interest is worked out from which posts in the category you open, tap "Book" on, like, save or mark “Interested”, and from your completed visits and the positive reviews you leave, and its effect halves 14 days after your last such action; and if you allowed location, posts from masters closer to you (up to 15 km) are lifted - without a location, distance is counted from the centre of Vilnius. If you marked a post “Not interested”, posts from the same master and the same category are shown to you less often (those from the same master even less often), but are not hidden altogether; this effect halves every 14 days and disappears after 90 days. The "Following" tab shows the posts of the masters you follow, newest first; it does not rank them by score.
• You can switch feed personalisation off in settings ("Personalised feed"); for users who, by the date of birth they gave, are under 18 it is always off. The feed is then ranked only by things that are the same for everyone – reactions to posts, the master's rating, the share of visits the master cancelled, free slots, a Pro or VIP Studio plan, freshness and your languages (the app language and English): posts from masters you follow are not moved up, your interest in categories and posts you have already seen are not taken into account, and distance is not used. The "Following" tab works as usual. “Not interested” then only hides that post.
• Masters with a Pro or VIP Studio plan (usually a paid one) appear higher in search and in the feed – this placement comes with the plan and is not a mark of quality or of any check. Gloumi gives the plan free of charge to some masters (see the Terms for Masters and Salons). In search, their review average is raised by 5% for ranking (the average shown does not change), and among masters not yet rated they are shown first; in the feed, their posts' score is raised by 15%. In search, their result carries the “Boosted” label. The order of the "Following" tab does not depend on the plan. Apart from that, a place cannot be bought. The plan also affects results indirectly: a master on the Starter plan can have up to 10 posts and up to 20 visits that are not cancelled per calendar month, so there may be less of their content in the feed and fewer free slots.
• The review average is shown as it is; we do not adjust it and we do not hide the lower ones.

20.The master is a trader

A master offering services through Gloumi acts as a trader in their own name. That means that when you enter into a booking you have the full rights of a consumer under Lithuanian law, and you exercise them against the master, not against Gloumi.

Before you book, the master's profile shows their business details: name, business address, phone number and email address. You can also write to the master in Gloumi chats. The master does not see your phone number or email address.

If a service were ever offered by someone who is not a trader, that would be stated separately on their profile - in which case consumer protection rules would not apply to you.

Gloumi is not a party to the booking contract, but is answerable for what is on its side: the app, the payments made through it, and for the information on a master profile being what that master themselves provided.

21.Salons

A salon page shows several independent masters under one name and address. You book with a specific master, and the booking contract is made with that master – not with the salon owner and not with Gloumi. The master who provides the service is answerable for it, and money paid through the app is meant for them.

The salon owner – the master who created the salon page – can see the visits of the salon's masters: the time, the master and the service, and your first name only on the day of the visit. They may use this data only to organise the salon's work (see the Privacy Policy section “What a salon owner sees”).

22.How we verify reviews

Every review shown is verified as follows: a review of a master can be written only by a client whose visit to that master is recorded in Gloumi (booked in the app or entered by the master in the calendar) and is marked as having taken place. The master marks the visit. If the master does not mark within 24 hours of the visit whether it took place, the visit is marked as having taken place automatically – in that case, when writing the review, you confirm that the visit really took place. Without such a visit the database does not accept the review, so there are no reviews here from people who were never there.

A review can be written within 48 hours of the visit being marked as having taken place. If the master has marked you as a no-show, no review can be written. If the master marks this only after your review, the review is not removed automatically – a Gloumi staff member looks into it.

We publish all reviews, positive and negative. We remove only those that break the rules in the “Reviews” section or the law, and we then tell the author why (see “Reporting illegal content and appealing our decisions”). If you think a review is fake or breaks the rules, report it with the “Report” button next to it.

A master's rating is the simple average of the stars in all their reviews; we do not adjust it. We do not buy, commission or reward reviews, and we do not allow masters to do so either. Gloumi and the master may ask for an honest review, but only of all clients equally and without offering anything for it.

23.For masters: changes, restrictions and complaints

A master uses Gloumi as a business user, so Regulation (EU) 2019/1150 and the “Terms for Masters and Salons”, which apply to masters together with these Terms, apply to them in addition. Those terms explain how the terms are changed and how we give notice, when and how we may restrict, suspend or end the service, how to make a complaint and what data a master can get, as well as payout holds, disputes, the master code, tips and salons. How results are ranked is set out in the section “Ranking of results” of these Terms.

24.Account restriction and termination

Gloumi may temporarily restrict or delete an account if these terms are breached or if the activity harms other users. We tell you about a restriction, giving the reason, the rule in these Terms and how long it lasts. A restriction lasts for the period stated in the notice, but no longer than 30 days; when it ends, access is restored automatically. Your Visits scheduled during the restriction are cancelled, you get back what you paid for them in the app, and the master is told about the cancellation; later Visits stay valid. If a master's account is restricted, their Visits scheduled during the restriction are cancelled, and you get back what you paid for them in the app.

So that time slots are not taken up for nothing, you can have at most 2 upcoming visits with the same master and 6 in total at a time; we also apply rate limits against automated bookings. If within 30 days you cancel 3 or more visits, or do not show up 2 times, the app will warn you. All your cancellations count, including visits not yet confirmed and cancellations right after booking; visits cancelled or moved by the master or Gloumi do not count. If it happens again, a member of the Gloumi team may restrict new bookings for up to 30 days; visits already booked stay valid. We tell you about a restriction, giving the reason and how long it lasts; if you disagree, write to support@gloumi.lt and we will review the decision.

You can delete your account at any time in the app settings. It is deleted 30 days after your request; until then you can still use it and cancel the request (during that time a master’s profile, posts and services are not shown to new clients). When an account is deleted, upcoming bookings are cancelled, anything paid for them in the app is refunded, and the master or client is told. When an account is deleted, Gloumi points and coupons are lost, and when you delete your account we offer to refund the unused gift card balance (see “Invitations and gift cards”).

Until a date of birth is given on the account, the app cannot be used, except to enter the date of birth, view your visits, download your data, delete the account and contact support.

Gloumi may delete an account in which no date of birth has been given, because without it we cannot check the minimum age (see “General provisions”). Before doing so, we ask you in the app and by email to give your date of birth; if it is not given within 48 hours of that notice, the account and its data are deleted at once. We delete this way only accounts that are not master accounts and have no visits, payments, gift cards, credit or points.

25.Limitation of liability

Gloumi is responsible for the app and its features matching these Terms and what we say about them, and being fit for their normal purpose. If the app does not work as it should, you can ask us to fix it, and if we do not do so within a reasonable time, use the other rights the law gives you.

The master is responsible for the service they provide (see “The master is a trader”). Short interruptions for maintenance or for reasons outside Gloumi's control are not a breach if we announce them and fix them within a reasonable time. These limits do not apply to damage caused intentionally or through gross negligence, or to harm to life or health, and they do not restrict your rights as a consumer under the law.

26.Complaints and dispute resolution

If something has gone wrong, write to us first - through Support in the app or at support@gloumi.lt. For business, partnership and other non-user matters write to info@gloumi.lt. We confirm receipt within 2 working days and answer on the substance within 14 calendar days at the latest.

Disputes about the quality of the service itself are between the client and the master: Gloumi does not provide the service. We help by gathering the facts (the booking record, the messages, the payment data) and we decide what is ours to decide - payments made through the app, deposits, and account actions.

If no agreement is reached, a consumer may apply to the State Consumer Rights Protection Authority (vvtat.lt), which handles such matters out of court and free of charge. The right to go to court always remains.

If a visit paid through the app did not happen, report it in the app within 3 days after the visit – the reserved amount is then not charged while we look into it (see “When a paid visit did not happen”).

27.Changes to the terms and applicable law

We will announce material changes to these terms in the app or by email at least 15 days before they take effect. We will ask you to accept the changes in the app: until they take effect you can put this off, and from the day they take effect you can use Gloumi only once you have accepted them. If you do not accept them, you can delete your account, and that costs you nothing. Changes do not apply to bookings already confirmed or to gift cards already bought – those keep the terms that applied when they were made.

We send notices to the email address on your account or show them in the app. You write to us at support@gloumi.lt (for business and partnership matters – info@gloumi.lt).

If any provision of these terms is held invalid, the rest remain in force, and the relevant provisions of law apply in place of the invalid one.

Gloumi may transfer its rights and obligations under these terms to another legal entity (for example, in a reorganisation). Your rights are not reduced by this, and we will give notice in advance.

The agreement is governed by the law of the Republic of Lithuania. Nothing here deprives you of the rights given to a consumer by the mandatory rules of their country of residence. Disputes are resolved through negotiation and, failing that, in court: you can bring a claim in the courts of the Republic of Lithuania or of your country of residence, and Gloumi can bring a claim against you only in the courts of your country of residence.

This document is available in Lithuanian and English, and in Polish, Latvian, German, French, Spanish and Italian translations. If the texts differ, the Lithuanian text prevails; this does not change the rule that an unclear term is interpreted in the consumer's favour.

28.Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

– To: MB Gloumi, L. Zamenhofo g. 10-36, LT-06330 Vilnius, Lithuania, support@gloumi.lt:

– I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*): gift card, code …

– Ordered on (*)/received on (*): …

– Name of consumer(s)

– Address of consumer(s)

– Signature of consumer(s) (only if this form is notified on paper)

– Date

(*) Delete as appropriate.