Partner Handbook & Onboarding Policy Agreement

Welcome to VÉLOURA

We're thrilled to have you as part of the VÉLOURA community. This handbook outlines the policies, standards, and expectations that define our partnership.

Our mission is to deliver safe, convenient, and high-quality beauty services directly to clients through our Beauty on Demand model. As a valued partner, you play a vital role in maintaining our brand's trust, excellence, and professionalism.

1. Core Partner Policies

1.1 Payment Policy

• All payments for services must be processed exclusively through the VÉLOURA platform.
• Accepting, requesting, or arranging payments outside the app (including cash, personal transfers, or third-party apps) is strictly prohibited.
• Violation of this policy may result in immediate account suspension or termination.

1.2 Professional Conduct

• Technicians must maintain a high level of professionalism, punctuality, hygiene, and respect during all client interactions.
• Failure to meet service standards consistently may lead to review or suspension of account privileges.

1.3 Complaint & Performance Policy

• Receiving five (5) or more verified customer complaints regarding service quality, conduct, or reliability may result in temporary suspension or permanent removal from the platform.
• Each report will be carefully reviewed before any action is taken.

1.4 Brand Representation

• As a VÉLOURA partner, you represent our brand in every client interaction.
• Use only approved communication channels, respect client confidentiality, and uphold the highest standards of beauty and care excellence.

1.5 Insurance Requirement

• Professional Cosmetology and Esthetician Liability Insurance is strongly recommended for all VÉLOURA service providers.
• If a partner declines to carry active liability insurance or performs services without coverage, they are personally responsible for any claims, damages, or errors that occur as a result of their work.
• VÉLOURA is not liable for incidents arising from uninsured services.

2. Booking & Payment Policies

2.1 Customer Cancellations & Rescheduling

• Clients may reschedule or cancel appointments up to 24 hours before the scheduled time without penalty.
• Cancellations made within 24 hours are considered a no-show and are non-refundable.
• All cancellations and rescheduling must be managed through the VÉLOURA app for proper tracking and notification.

2.2 Technician Cancellations & No-Shows

• Technicians must notify both the client and VÉLOURA at least 24 hours in advance if unable to complete a scheduled appointment.
• Cancellations with less than 24 hours' notice may result in temporary suspension or performance review.
• Failure to appear for a confirmed appointment without notice will be treated as a no-show, and the client will receive a full refund.

2.3 Refund & Dispute Procedure

• All disputes or refund requests must be submitted within 48 hours of service completion.
• VÉLOURA will review each case individually.
• Refunds are issued only if there is verified evidence of service failure, misconduct, or scheduling error.
• VÉLOURA reserves the right to make the final decision in all dispute cases.

3. Operational Policies

3.1 Dress Code & Hygiene Standards

All VÉLOURA professionals must maintain a clean, polished, and professional appearance while serving clients.

Footwear:

• No slippers or open-toe shoes are permitted during service.
• Shoes must be clean, closed-toe, and professional.

Attire & Cleanliness:

• Clothing should be neat, pressed, and presentable.
• Personal hygiene is essential - arrive well-groomed and fresh.

Protective Gear:

• Makeup Artists: Must wear a mask during all services.
• Nail Technicians: Gloves are mandatory during every service.

3.2 Code of Conduct

All partners must:

• Treat clients and colleagues with respect, dignity, and professionalism.
• Maintain a positive and courteous attitude at all times.
• Follow all sanitation and cleanliness protocols.
• Never discriminate based on race, gender, age, or background.
• Be honest about skills, pricing, and services.
• Never accept or request off-platform payments.
• Avoid harassment, inappropriate conduct, or solicitation of clients outside VÉLOURA.

3.3 Confidentiality & Client Privacy

• All client information (contact, address, booking details, preferences) is strictly confidential.
• Client data may not be copied, stored, or shared outside the app.
• Photos or videos may only be taken or posted with the client's written consent.
• Breaches of privacy will result in review and possible termination.

3.4 Damage & Incident Reporting

If an injury, damage, or safety issue occurs during service:

1. Stop the service immediately.
2. Provide first aid if necessary.
3. Report the incident to VÉLOURA within 24 hours using the app or support channel.

Failure to report incidents promptly may result in suspension.

4. Legal & Liability Terms

4.1 Insurance & Liability Disclaimer

• All technicians are encouraged to maintain active professional liability insurance.
• If a technician provides services without coverage, they accept full personal responsibility for any damages, claims, or injuries.
• VÉLOURA assumes no liability for incidents resulting from uninsured services.

4.2 Non-Solicitation Clause

• Technicians may not solicit or accept direct bookings or payments from VÉLOURA clients outside the app.
• Violations will result in immediate and permanent removal and may lead to legal action.

4.3 Media & Marketing Consent

• VÉLOURA may request permission to use professional photos, testimonials, or event images for promotional or training purposes.
• No content will be shared without written consent from the technician or client.