Partner Handbook & Onboarding Policy Agreement

Introduction & Mission

Welcome to VÉLOURA. 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.

Core Partner Policies

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.

2. Professional Conduct

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

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 reviewed carefully before any action is taken.

4. Brand Representation

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

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 chooses to perform services without coverage, they will be 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.

Booking & Payment Policies

Customer Cancellations & Rescheduling

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

Technician Cancellations & No-Show

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

Refund & Dispute Procedure

• All payment disputes or refund requests must be submitted within 48 hours of service completion.
• VÉLOURA will investigate each case individually.
• Refunds are only issued if there is verified evidence of service failure, misconduct, or a legitimate scheduling error.
• Refunds for dissatisfaction without documented service issues are not guaranteed but will be reviewed in good faith.
• Refunds, if approved, will be issued through the VÉLOURA platform only.
• VÉLOURA reserves the right to make the final decision in all dispute cases.

Operational Policies

Dress Code

All VÉLOURA beauty professionals are expected to maintain a clean, polished, and professional appearance at all times when serving clients.

Footwear:

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

Attire & Cleanliness:

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

Protective Gear:

• Makeup Artists: Must wear a mask during all services. This protects both the artist and the client, as makeup application involves close facial contact.
• Nail Technicians: Gloves are mandatory during every service for sanitation and client safety.

Code of Conduct

All partners are expected to:

• Treat every client and colleague with respect, dignity, and professionalism.
• Maintain a positive, respectful attitude toward clients and colleagues.
• Follow all sanitation and cleanliness protocols.
• Follow all state, local, and VÉLOURA safety and hygiene standards.
• Never discriminate based on race, gender, age, or background.
• Be honest about skills, prices, and services.
• Never accept or request payments outside the platform.
• Avoid any form of harassment, discrimination, or inappropriate behavior.
• Refrain from using personal contact information or social media to solicit clients outside of the VÉLOURA platform.
• Follow company policies at all times.
• Receiving 5 or more verified complaints may result in suspension.

Confidentiality & Client Privacy

• All client information (contact, address, booking details, preferences) is strictly confidential.
• Partners may not share, copy, or retain client data outside the app.
• Photos or videos of clients may only be taken or shared with explicit written consent from the client.
• Any breach of privacy will result in immediate review and potential termination from the platform.

Damage & Incident Reporting

If any injury, damage, or safety concern occurs during a service, the technician must:

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

Failure to report incidents in a timely manner may result in account suspension.

Legal & Liability Terms

Insurance & Liability Disclaimer

• All VÉLOURA technicians are strongly encouraged to maintain active professional liability insurance (Cosmetology / Esthetician).
• If a technician provides a service without coverage, they accept full personal responsibility for any damage, claim, or client injury arising from their work.
• VÉLOURA is not liable for any incident, injury, or property damage resulting from uninsured services.

Non-Solicitation Clause

• Technicians may not solicit or accept direct bookings or payments from VÉLOURA clients outside of the app.
• Violating this rule may result in immediate and permanent removal from the platform and possible legal action.

Media & Marketing Consent

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