Terms of Service

These Terms of Service (the “Terms”) govern access to and use of the Belom websites, applications, client portal, booking pages, business workspaces, communications tools, payment interfaces, prepaid-product wallet, artificial-intelligence features and related services (together, the “Platform”).

The Platform is operated by the following company (“Belom”, “we”, “us”):

Belom’s initial service markets are Estonia, Latvia and Lithuania. Availability in a country does not remove any mandatory consumer, language, accessibility or professional rule applicable there.

A “Provider” is a professional, salon, clinic or other service business using Belom. A “Client” is a person who browses, enquires, books, pays for or receives a Provider’s service. A “Business User” is a Provider or an authorised member of its workspace. “Consumer” has the meaning given by applicable consumer law.

By creating an account, joining a workspace, or using the Platform, you agree to these Terms. A Client also agrees to the Provider’s booking and financial terms presented at checkout. If a mandatory law gives you rights that cannot be waived, that law prevails over any conflicting provision here.

1. The Provider is the seller. The named Provider is the independent trader, service supplier and Client’s contracting party for its services, deposits or prepayments, gift cards, packages and other Provider-issued products. The seller’s identity and the division of obligations must be shown before checkout.
2. Belom supplies the Platform. Belom provides technical tools for discovery, client records, scheduling, messaging, booking, a technical payment interface, transaction status and rebooking. Belom is the seller only of its own Platform subscriptions and subscription add-ons. It does not perform the booked service and is not the Provider’s employer, collection agent, franchise partner or joint venture.
3. Two contracts may exist. These Terms form the platform contract with Belom. A confirmed booking or purchase forms a separate service or prepaid-product contract between the Client and the named Provider. Provider-specific terms supplement these Terms but may not remove mandatory consumer rights or contradict Belom’s mandatory payment safeguards.
4. Business terms may also apply. A Provider may accept a versioned business platform agreement, payment addendum, data-processing agreement, acceptable-use rules and mandatory booking-policy rules in its workspace. Those documents supplement these public Terms for that business relationship.

• You must have legal capacity to accept the relevant contract. If you act for a business, you confirm that you have authority to bind it and manage its workspace, team and connected accounts.
• Client bookings may be made without a professional account where that flow is offered. An account holder must provide accurate, current information and keep credentials and recovery channels secure.
• You are responsible for activity performed through your account unless caused by Belom’s breach. Notify Belom promptly of suspected unauthorised access. We may require identity, ownership or business verification proportionate to the risk.
• The Platform is not directed to children who cannot lawfully consent or contract on their own. A parent or guardian must make and manage a minor’s booking where required by law, and the Provider remains responsible for age, consent and safeguarding rules for the service itself.

A Provider must:

• give Clients its correct legal or trading identity, contact details, trader status, service characteristics, location, availability, total price and taxes, payment schedule, cancellation terms and any material health, safety or eligibility conditions;
• hold all licences, qualifications, permits, insurance and staff authorisations required for its services and comply with consumer, tax, employment, accessibility, advertising and sector-specific law;
• keep listings, schedules, policies and prices accurate; honour accepted bookings; provide the service with reasonable care and skill; and handle service-quality complaints and statutory remedies directly;
• use only a payment-provider merchant or connected account that belongs to the Provider, report and pay its own taxes, and issue legally required receipts or invoices;
• have a lawful basis for every client record, import, message, campaign, health note and connected-channel use, and give any privacy information for which it is independently responsible; and
• configure policies fairly. A Provider may not label every prepayment “non-refundable”, impose a hidden or disproportionate fee, retain payment after the Provider cancels, or change accepted financial terms retrospectively.

Belom may display verification, availability or performance signals, but they are not a guarantee of service quality, identity, suitability or outcome. Clients should review the Provider’s current information and ask questions relevant to the service.

• A listing is an invitation to book, not necessarily a binding offer. The booking flow states whether confirmation is immediate or whether the Provider must accept a request.
• Before confirmation, the Client must be shown the Provider, the service, date and time, duration, location or delivery method, total price, amount due now, amount remaining, payment recipient, cancellation deadline, late-cancellation or no-show consequence, refund rule and applicable policy version.
• A booking contract is formed when the Platform displays or sends confirmation after any required payment or Provider acceptance. The confirmation and stored transaction snapshot are evidence of the terms accepted for that booking.
• A Client must provide accurate contact and service-relevant information, arrive on time, follow reasonable safety instructions and tell the Provider promptly of changes. Sensitive health details should be shared only when necessary for safe service delivery.
• The Provider may refuse a request before acceptance or decline a service for a lawful safety, eligibility or conduct reason. It may not discriminate unlawfully or retain payment for a service it refuses to provide.

Prices are set by the named seller and shown in the stated currency. Unless checkout says otherwise, the displayed consumer total includes taxes and mandatory charges known at checkout. Any amount due at the appointment must be shown separately from the amount paid online.

Provider-service payments are created for the seller through its own connected Stripe account or Montonio merchant store where enabled. The licensed payment provider handles payment credentials, authorisation, settlement and refunds. A Provider may use Belom’s interface to send its own technical payment or refund request, and Belom may store the resulting status, but Belom does not store full card numbers or card security codes.

Belom does not charge Clients a booking, deposit or service fee and takes no percentage or commission from a Provider-service payment. Belom’s own charges are Platform plan and subscription add-on fees paid by Business Users. A bank or payment provider may apply its own currency-conversion, card or payment-method terms. A failed authorisation does not create a right to the slot unless the booking is separately confirmed.

1. Amount due now. A Provider may require no prepayment, a fixed amount, a disclosed percentage, or the full service price. Checkout must show the full price, amount paid now and remaining balance.
2. Cancellation in time. If the Client cancels before the displayed free-cancellation deadline, the captured prepayment is refunded in full unless a different result is required by mandatory law in the Client’s favour.
3. Late cancellation. After the displayed deadline, the Provider may retain only the fixed amount or percentage shown and accepted for that booking. The retained amount may not exceed the amount already paid through the booking. Any remainder is refunded.
4. No-show. A Client is treated as a no-show only after the displayed grace period and Provider confirmation of that outcome. The Provider may retain only the disclosed no-show amount, never more than the captured prepayment. Any remainder is refunded.
5. Provider cancellation or material change. If the Provider cancels, cannot provide the booked service, or materially changes the time, service, Provider, location or price without the Client’s acceptance, all amounts paid for that booking must be refunded by the Provider through the payment provider. A substitute or credit may be offered but not imposed instead of a legally required refund.
6. Rescheduling. A captured amount may follow a new slot only after the Client accepts the new slot and its cancellation deadline. If the service or price changes, checkout must show the new total, amount credited, balance and policy and obtain fresh consent.
7. Technical or duplicate failure. If payment is captured but the booking cannot be created because of a Platform, seller-account or processor failure, or if a duplicate capture is confirmed, the Provider and payment provider must reverse or refund the unsupported amount. Belom must supply the available technical record and notify the relevant parties, but does not hold or fund the refund.
8. Refund method and timing. Refunds are normally returned to the original payer and payment method. Processor and bank settlement times may delay when the credit appears. The booking record will show the refund state where supported.
9. No hidden top-up. An extra service, gratuity, damage charge, administration fee or amount above the accepted total cannot be charged automatically. It requires a separate, affirmative agreement and payment authorisation and must never be preselected or disguised as a deposit. This does not prevent a lawful claim that is proved outside an automatic checkout charge.

Statutory cancellation and withdrawal rights

These platform rules do not replace mandatory consumer remedies or any statutory withdrawal right. For a distance service contract within the EU consumer-withdrawal rules, the usual baseline is 14 days from conclusion of the contract, unless the contract is outside their scope or a lawful exception applies. For example, some healthcare contracts are outside those rules, and certain services related to leisure activities for a specific date or period can be excepted. The Provider must determine and disclose the rule that applies to the actual service and country. Merely choosing a date or paying a deposit does not by itself waive a right.

If the Client expressly asks for performance to begin during an applicable withdrawal period, the law may allow a proportionate charge for service already supplied. A right may be lost after full performance only where the legal conditions, including any required prior express consent and acknowledgment, are satisfied. Checkout must disclose any applicable exclusion or exception rather than relying on a blanket “non-refundable” label.

A Client should first contact the Provider about the service or cancellation and may contact Belom about the technical checkout, transaction status or Platform-record issues through the payment-complaints flow. A payment dispute or chargeback does not remove either party’s legal rights or excuse fraudulent or abusive use of the dispute process.

The named Provider is the seller and issuer of its prepaid product; Belom provides checkout, wallet, booking and redemption records. The product page and purchase confirmation must state the issuing Provider, type, price, currency, included value or visits, validity period, transferability, redemption limits and refund terms.

• A gift card’s unused balance is redeemable only with the issuing Provider unless the product says otherwise. It cannot be exchanged for cash or used to buy another prepaid product except where law requires this.
• A service package contains the number and type of visits shown. A visit may be reserved when a booking is made and consumed only under the accepted attendance and cancellation rules.
• Timely cancellation or Provider cancellation releases the reserved value or visit. A late cancellation or confirmed no-show may consume only the amount or visit expressly disclosed for that booking and permitted by law.
• Expiry does not remove any longer validity, refund, insolvency or consumer protection required by local law. The Provider remains responsible for honouring valid balances and for remedies if it stops trading or can no longer supply the product.
• An approved refund goes to the original payer and payment method, not necessarily the current wallet holder. Statutory withdrawal and consumer rights continue to apply.

Provider memberships, recurring fees and instalments

A booking, deposit, gift card or package does not by itself authorise a recurring charge. If Belom later offers a Provider membership, subscription or instalment plan, it must use a separate checkout that states the seller, payment frequency, each amount or calculation, total commitment or minimum term, renewal, included services, failed payment consequences, price-change notice, cancellation method and effect on unused value. Future debits require a valid payment mandate and stop when cancellation takes effect, subject to amounts already lawfully due. Until such a flow is explicitly offered, Providers must not represent a one-time Belom checkout as recurring authorisation.

A Business User may purchase a Belom plan and optional subscription add-ons, including a flat monthly feature or communication allowance. These are Platform subscription charges, not a commission on a Client deposit or Provider service. The order page must identify marnei OÜ as seller and state the product, billing period, renewal arrangement, included limits, taxes, total due and cancellation method before purchase.

• Recurring charges renew only where the order clearly says so. A Business User may stop a future renewal through the available billing controls; access normally continues to the end of the paid period unless the order says otherwise or law requires a refund.
• Trial conversion, price changes and proration must be disclosed in advance. Belom will not add paid functionality merely because a free feature was used.
• Providers are responsible for their own taxes and accounting. Belom will issue the invoice or receipt required for fees it sells.
• Message usage may reduce an included or separately subscribed allowance when a delivery attempt is made, as explained on the order page. Belom will not introduce a Client fee or percentage of a Provider-service payment without first changing the product and completing the required legal and checkout review.

Belom may deliver booking confirmations, reminders, changes, cancellations, payment updates, security alerts and other messages needed to operate a requested service. These transactional messages are separate from marketing preferences.

A Provider may send marketing or rebooking messages only where it has a valid legal basis and follows channel, frequency, identification and opt-out rules. Importing a contact into Belom does not prove consent. Every recipient must be able to object or unsubscribe free of charge where required. A Provider must not buy, scrape or upload unlawfully obtained lists or disguise marketing as a service notice.

Delivery through email, SMS, Telegram, Meta channels or another connected service depends on that service and the recipient’s settings. Belom cannot guarantee immediate delivery, but will provide available status and failure information to the Business User.

AI features

Belom identifies an AI interaction when a user invokes NAI, transcription, reply drafting, content generation, analytics narration or another generative feature. AI output may be incomplete or wrong. It is assistance, not legal, medical, tax or financial advice. The user must review it before relying on, publishing or sending it.

Proposed calendar, client, campaign, price or other operational actions require the authorised user’s review and confirmation unless a separately described automation was deliberately enabled. Belom does not use AI output alone to make a decision producing legal or similarly significant effects about a Client. Where law requires AI-generated or manipulated content to be labelled or technically marked, the user and Belom must preserve the applicable disclosure.

Search and recommendations

Where Belom ranks Providers, services, time slots or suggested actions, the main parameters may include the search query, selected service and location, availability, distance, language, relevance, client relationship or booking history, rating quality and recency, completeness, reliability and safety signals. Their relative weight varies with the feature. A paid placement or commercial influence must be labelled and separated from organic relevance. A Provider cannot pay to change organic ranking unless that possibility and its effect are disclosed.

Providers may contact Belom for an explanation of a material ranking or recommendation issue affecting them. Belom reviews and updates this description when it materially changes a marketplace or recommender surface.

You retain ownership of text, images, files, messages, listings and other content you lawfully submit. You grant Belom a non-exclusive, worldwide, royalty-free licence to host, copy, adapt for technical display, transmit and make that content available only as needed to operate, secure and improve the Platform and fulfil your selected settings. The licence ends when the content is deleted, subject to backups, evidence preservation and legal retention.

You must not submit or use the Platform for content that:

• is illegal, fraudulent, deceptive, threatening, harassing, discriminatory, sexually exploitative or unsafe;
• infringes privacy, confidentiality, intellectual-property or other rights, impersonates another person, or contains malware or stolen credentials;
• manipulates reviews, availability, rankings, payments, referrals or Platform metrics; or
• sends spam, bypasses consent controls, scrapes the Platform, overloads systems, reverse engineers protected functionality or evades access restrictions.

Reviews must reflect a genuine experience. Belom may show a verified booking indicator where supported, but does not endorse the review. Providers may respond but must not expose confidential client or health information.

Belom may use automated rules and human review to detect fraud, security threats, spam and prohibited content. We may reduce reach, reject, remove or disable content or an account where reasonably necessary. Where applicable law requires it, we will provide a clear statement of reasons, identify whether automated means were used and offer an internal complaint or human-review route. Urgent action may be taken first where needed to prevent harm or comply with law.

Optional integrations may include payment processors, Google Calendar, Google Ads, Meta channels and measurement, Telegram, Canva, Zernio, email or SMS delivery, storage, monitoring and AI providers. Connecting one authorises Belom to exchange the data and perform the actions described in the connection flow and Privacy Policy. You must have authority over the connected account. The third party’s own terms also apply, and disconnecting it may stop related functionality without deleting records Belom must retain.

Between Belom and a Business User, the Business User retains its business and client data. Access, export, deletion, portability and post-termination handling are subject to the Privacy Policy, applicable data-processing agreement and legal retention. Belom does not acquire ownership of that business data.

The Platform software, design system, Belom marks, documentation and non-user content are owned by Belom or its licensors. Subject to these Terms, Belom grants a limited, non-exclusive, non-transferable, revocable right to use them for the intended Platform purpose. Any feedback may be used without restriction or payment, but Belom will not identify the contributor publicly without permission.

Belom aims to provide a reliable service but does not promise uninterrupted or error-free availability. Maintenance, provider outages, network failures, security incidents or legal requirements may affect functionality. Where practicable, Belom will give notice of planned material downtime and preserve committed transaction records.

We may update, add or retire features. A change will not rewrite an already accepted booking’s price, cancellation deadline, fee or refund rule. If a paid business feature is materially removed during a current term, the applicable order terms and law determine the remedy.

Belom uses proportionate technical and organisational safeguards, but no online service is risk-free. Users must maintain appropriate devices, backups, permissions and internal access controls. Security research must be authorised and reported safely; testing that harms data, users or availability is prohibited.

You may stop using the Platform and close an account using the available controls, subject to outstanding transactions, export and legal retention. Ending a Belom plan does not cancel a Client’s confirmed booking or eliminate the Provider’s obligations.

Belom may proportionately restrict a feature, payment capability, listing or account for non-payment, security risk, fraud, illegal or harmful conduct, repeated policy breach, legal order, loss of a required integration, or material risk to Clients or the Platform. Where reasonable and legally required, we will warn the user, explain the facts and contractual ground, and allow a remedy or appeal. Immediate action may be necessary for fraud, cybersecurity, legal or safety reasons.

For Business Users protected by platform-to-business law, changes and termination notices will observe applicable minimum periods and statement-of-reasons requirements. Permanent termination will generally receive at least 30 days’ reasons before effect unless a statutory exception permits faster action. A Business User may submit an internal complaint to hello@belom.app. Belom will identify any mediator it is legally required or has expressly agreed to use in the applicable business terms or complaint response.

The Provider is responsible for its services, staff, premises, listings, prices, taxes, safety, statutory guarantees, service complaints, deposits and Provider-issued prepaid products. Belom is responsible for supplying the Platform with the care and remedies required by its contract and applicable law. Nothing here excludes liability that cannot lawfully be excluded, including liability for fraud, wilful misconduct, gross negligence where applicable, death or personal injury caused by negligence, or mandatory consumer rights.

To the extent permitted by law, Belom is not responsible for an independent Provider’s acts, service outcome, professional advice, premises, cancellation or insolvency, or for a third-party service outside Belom’s reasonable control. Belom remains responsible for its own Platform conduct, data handling and Platform failures as the law and these Terms require.

Consumers retain every statutory remedy and are not subject to a business indemnity. A Business User is responsible for reasonably foreseeable claims, losses or regulatory costs caused by its unlawful content, services, client-data use, marketing, taxes or material breach, except to the extent caused by Belom.

For a Business User, and only to the extent permitted by law, Belom’s aggregate liability arising from or relating to the Platform during any rolling 12-month period is limited to the greater of EUR 500 and the Platform subscription and add-on fees paid or payable by that Business User to Belom during the 12 months immediately before the event giving rise to the claim. The cap does not apply to the non-excludable liabilities listed above or to Belom’s deliberate breach of confidentiality or data-protection obligations.

• Document order. For a Client transaction, the confirmed transaction snapshot and Provider terms shown before confirmation supplement these Terms, but cannot override mandatory law or Belom’s mandatory payment safeguards. For a Business User, an accepted order form or specifically named addendum prevails over these Terms only for its subject. The data-processing agreement governs conflicting processor obligations.
• Entire platform agreement. These Terms and the documents expressly incorporated into them form the agreement with Belom about Platform use. They do not replace the separate service contract between a Client and Provider.
• Severability. If a provision is unlawful or unenforceable, it will be limited to the minimum extent necessary and the remaining provisions continue. A mandatory consumer rule replaces the affected wording for that Consumer.
• No waiver. A delay in enforcing a right is not a waiver. A waiver applies only to the specific instance in which it is clearly given.
• Assignment. A user may not transfer an account or agreement without Belom’s prior consent, except where mandatory law permits it. Belom may transfer the agreement as part of a genuine reorganisation, financing or sale if the successor assumes the obligations and users receive any legally required notice and termination right.
• Notices and electronic records. Belom may send contractual notices to the account email, workspace inbox or an in-product notice appropriate to its importance. Users must keep contact details current. This does not replace a durable-medium or postal notice where law specifically requires one.
• Survival and third-party rights. Payment, accrued fees, IP, confidentiality, data, evidence, liability and dispute provisions survive to the extent their purpose requires. Except for a Client’s rights against the named Provider and rights the law grants directly, no person who is not a party may enforce these Terms.
• Language. These Terms are available in English, Estonian, Latvian, Lithuanian, Russian, Finnish and German. The English version controls the business platform agreement to the extent permitted by law. A Consumer may rely on mandatory information supplied in the language of the transaction, and no controlling-language clause removes mandatory local-language or consumer rights.

We will publish the new version and effective date and give reasonable advance notice of a material change. Where platform-to-business law applies, a Business User will generally receive at least 15 days’ notice and more time where technical or commercial adaptation reasonably requires it. Shorter notice may apply where Belom must address an unforeseen security risk, fraud or legal obligation.

Material changes will not apply retrospectively to an accepted booking, captured prepayment or prepaid-product purchase. If a change requires consent under privacy, consumer or contract law, continued use alone will not substitute for that consent. Previous versions and acceptance evidence will be retained as legally required.

1. Service complaint: contact the named Provider, which is responsible for the service and consumer remedies.
2. Platform or payment-record complaint: contact hello@belom.app or use the payment-complaints route where available. Belom may preserve relevant transaction evidence and coordinate a processor enquiry without receiving, holding or transferring the disputed funds or deciding professional negligence claims.
3. Privacy complaint: follow the process in the Privacy Policy.

Belom will respond to a written consumer complaint in writing within 15 days. If it cannot resolve the complaint within that time, Belom will explain the delay and give a reasonable new response date.

These Terms and the Platform contract with Belom are governed by Estonian law, without depriving a Consumer in Estonia, Latvia or Lithuania of mandatory protections available in the country where they habitually live. Business disputes with Belom are subject to the courts of Estonia and, where a venue may validly be agreed, Harju County Court. A Consumer may bring proceedings in any court available under mandatory consumer-jurisdiction rules, and Belom will bring a claim against a Consumer only where those rules permit.

If a consumer dispute with Belom remains unresolved, the Consumer may apply to the Estonian Consumer Disputes Committee at the Consumer Protection and Technical Regulatory Authority, Endla 10A, 10122 Tallinn, Estonia. A service-quality or Provider-payment dispute must instead be directed to the named Provider and any ADR body competent for that Provider. ADR does not remove the right to go to court where applicable. The former EU Online Dispute Resolution platform is not listed because it was discontinued.