Terms and Conditions
Last updated: February 2026
1. Introduction
Welcome to Nirvana ("App" or "Platform"), an electronic platform operated by Masra Digital Information Technology Est., Commercial Registration No. 7053071630, based in Riyadh, Kingdom of Saudi Arabia ("we" or "Platform"). By using, registering, or accessing the App services, you agree to be bound by these Terms and Conditions and Privacy Policy. If you do not agree to any of these terms, please do not use the App.
2. Definitions
• "User" or "Customer": Any person using the App to request services • "Service Provider": Independent person registered to provide services via the App • "Salon": Registered beauty establishment offering services via the App • "Services": All beauty and personal care services available via the App • "Booking": Confirmed service request between User and Service Provider or Salon • "Offer": Price submitted by service provider to customer • "Service Fee": The commission charged by the Platform for facilitating transactions
3. Nature of Platform
Nirvana is an electronic intermediary platform that facilitates communication and transactions between Users, Service Providers, and Salons. We confirm: • The Platform does not employ or manage service providers • Service Providers and Salons are independent parties responsible for their services • The Platform does not guarantee quality or results of any service provided • The contractual relationship is directly between User and Service Provider • The Platform acts as a transaction facilitator only • The Platform does not independently verify service provider claims regarding qualifications or experience
4. Eligibility & Registration
• You must be 18 years or older to use the App • Minors (under 18) must obtain parental consent and use the App under parental supervision • Phone verification via verification code is required • You must provide accurate, correct, and current information • You are responsible for maintaining account confidentiality • You must notify us immediately of any unauthorized use • Creating multiple accounts for the same person is prohibited • The Platform may refuse registration or suspend accounts without stating reasons • You are solely responsible for any losses arising from providing incorrect information
5. App Services
The App provides two types of services: (a) Individual Provider Services: • Service provider goes to customer location • Customer requests service and receives offers from multiple providers • Customer selects suitable offer • Payment is made after service completion (b) Salon Services: • Customer can book appointment at salon or request home visit • Prices are predetermined by the salon • Prepayment is mandatory to confirm booking Service Area: Currently available in Riyadh city only. The App may be temporarily unavailable for maintenance or updates without prior notice.
6. Pricing & Payment
• All displayed prices include VAT (15%) • Service Providers and Salons set their prices independently • Electronic payment is mandatory for all bookings • Available payment methods: Credit/Debit Card, Mada, Apple Pay • We do not accept cash payments • Service fees (platform commission) are non-refundable in whole or in part, except for failed bookings that were not accepted • By placing a booking, you agree to all amounts and fees displayed Saved Payment Methods: • You may choose to save your card details for faster future payments • Card saving requires your explicit consent per PDPL Article 5(1) • Only a card token is stored with the authorized payment processor — we do not store full card details on our servers • You may delete saved cards at any time from the App settings
7. Refunds
• If service is not provided, full refund is issued (excluding service fees) • Refunds are processed within 7-14 business days • Refund is made to the original payment method • Service fees are non-refundable except for bookings that were never accepted • The Platform retains full authority to make final decisions regarding financial disputes
8. Cancellation Policy
Salon Services: • Cancellation 4+ hours before appointment: Full refund • Cancellation less than 4 hours before: No refund • No-show: No refund • Salon cancels: Full refund to customer Home Service (Individual Provider): • Free cancellation before accepting any offer • After offer acceptance and provider departure: No refund Nirvana reserves the right to deduct the booking amount and deny refund to the customer in the following cases: • Provider waits at the customer's location and attempts to contact the customer for at least 15 minutes from arrival without response • Provider is not permitted to enter the customer's location for security reasons (military zone, hospital, university, hotel, private residence) • Customer changes their address after the allowed cancellation window has passed • Customer provides false information about the location or nature of the requested service Nirvana and service providers reserve the right to cancel any booking before or after acceptance.
9. Complaints & Disputes
• Complaints must be filed within 7 days of the transaction date or service completion • Complaints can be submitted via App or email • We will investigate all complaints within 7 business days • Nirvana retains the right to make final decisions regarding disputes • Covered disputes include: incorrect amounts, duplicate transactions, technical errors
10. Ratings & Reviews
• You can rate the service after completion • Reviews must be honest and based on actual experience • Posting fake, misleading, aggressive, racist, or discriminatory reviews is prohibited • The Platform may remove reviews that violate these terms without notice • Service providers are prohibited from soliciting fake reviews or manipulating ratings Content Rights: • Reviews and ratings published on the Platform are considered non-confidential and non-personal • By posting a review, you grant Nirvana a non-exclusive, irrevocable right to use, copy, modify, and display such content • You may delete your review at any time through the App
Data Protection
11. Data We Collect
We collect the following data in accordance with the Saudi Personal Data Protection Law (PDPL): • Account data: Name, phone number, email, profile photo (Article 6(2) — contract performance) • Location data: Coordinates and address for service delivery (Article 6(2) — contract performance) • Transaction data: Booking, payment, and invoice history (Article 6(2) — legal obligation) • Device data: Device type, operating system, device ID (Article 6(4) — legitimate interest)
12. Data Usage
We use your data for the following purposes with the legal basis for each: • Providing and improving App services — Article 6(2) contract performance • Processing bookings and payments — Article 6(2) contract performance • Communicating about your orders — Article 6(2) contract performance • Sending notifications and promotional offers — Article 5(1) consent • Fraud prevention and platform security — Article 6(4) legitimate interest • Data analytics to improve user experience — Article 6(4) legitimate interest • Compliance with legal requirements — Article 6(2) legal obligation
13. Data Sharing
We may share your data with: • Service Providers/Salons: Only information necessary to perform service (name, phone, address) • Authorized payment processors: To complete financial transactions — all payment processors are licensed by the Saudi Central Bank • Government authorities: When legally or judicially required • Consultants and lawyers: To protect our legal rights We will not sell or rent your personal data to any third party for marketing purposes. All your data is stored within the Kingdom of Saudi Arabia.
14. Data Security
We protect your data through: • Data encryption in transit and at rest • Approved security protocols (TLS/SSL) • Restricting access to authorized personnel only • Traffic monitoring and suspicious activity detection • Regular data backups
15. Automated Processing & Decisions
The App uses certain automated processes to improve service, including: • Automatic cancellation of unconfirmed or unpaid bookings • Matching service providers with customer requests based on location and availability • Personalized suggestions based on booking history These processes produce no significant legal effects. If you believe an automated decision has negatively affected you, you may contact customer support to request a human review.
16. Your Rights
Under the Saudi Personal Data Protection Law (PDPL), you have the right to: • Access your personal data — Article 14 • Correct inaccurate data — Article 15 • Request deletion of your data and close your account — Article 16 • Restrict processing of your data — Article 17 • Obtain a copy of your data in machine-readable format — Article 18 • Withdraw your consent at any time — Article 5 • Object to processing based on legitimate interest • File a complaint with the competent data protection authority To exercise your rights, contact us at: info@nirvana-app.net
17. Data Retention
We retain your data according to the following periods: • Account data: Duration of active account + 3 years after inactivity • Transaction and invoice data: 10 years from invoice date (legal obligation) • Location data: Duration of active account • Device data: Duration of active account • Customer support data: 3 years for dispute resolution purposes • Fraud prevention data: Duration of account + post-closure as needed All your data is stored within the Kingdom of Saudi Arabia.
General Provisions
18. Disclaimer & Limitation of Liability
The App and services are provided "as is" and "as available". Nirvana does not guarantee in any way: • Quality or results of any service provided by Service Providers or Salons • Accuracy or completeness of information provided by service providers • Service availability at all times or freedom from technical errors • Delivery or arrival times, which may be affected by factors beyond our control Nirvana shall not be liable for any direct, indirect, consequential, or incidental damages, loss of profits, revenue, or data arising from: • Use of or inability to use the App • Quality of services provided by third parties • Any transactions between you and service providers The sole and exclusive remedy for any dissatisfaction is to discontinue use of the service.
19. Indemnification
You agree to defend, indemnify, and hold harmless Nirvana, Masra Digital Information Technology Est., its directors, and employees from and against any claims, losses, liabilities, expenses, or damages (including reasonable legal fees) arising from: • Your violation of these Terms and Conditions • Your activities related to the Platform • Third-party claims resulting from your violations • Your provision of false or misleading information
20. User Obligations
• Provide accurate and correct information • Respect service providers and act courteously • Pay on time • Do not misuse the App • Do not use the App for any illegal purpose • Do not send threatening, unethical, or racist messages • Do not upload viruses or harmful files • Do not attempt unauthorized access to Platform systems • Do not use Nirvana services for commercial or advertising purposes without permission
21. Fraud Prevention & Account Suspension
Nirvana reserves the right to: • Monitor transactions and activities to detect and prevent fraud (Article 6(4) — legitimate interest) • Freeze or suspend accounts temporarily or permanently upon suspected fraudulent or illegal activity • Reject any transaction in cases of suspected fraud • Ban users who repeatedly violate these terms If you believe a decision was made about your account in error, you may contact customer support to request a review.
22. Intellectual Property
All intellectual property rights in Nirvana content and services — including design, logos, software, text, and graphics — are exclusively owned by Masra Digital Information Technology Est. or its licensors. Copying, modifying, distributing, or republishing any Platform content without prior written permission is prohibited.
23. Force Majeure
Nirvana shall not be liable for any delay or failure to perform its obligations caused by circumstances beyond its reasonable control, including but not limited to: natural disasters, epidemics, wars, acts of terrorism, strikes, power or internet outages, government or regulatory actions, or any other events that cannot be foreseen or prevented.
24. Modifications
The Platform may modify these terms at any time. We will notify you of material changes via in-app notifications or email. Your continued use of the App after modification means acceptance of modified terms.
25. Service Termination
The Platform may terminate or suspend your account immediately without prior notice in case of: • Violation of these Terms and Conditions • Fraudulent or suspicious behavior • Upon request from competent authorities • Misuse of the Platform or manipulation of the rating system
26. Severability
If any provision of these terms is deemed invalid, void, or unenforceable by a competent court, this shall not affect the validity and enforceability of the remaining provisions. The invalid provision shall be deemed severable from the rest of the terms. Failure by Nirvana to exercise any right under these terms does not constitute a waiver of that right.
27. Governing Law
These terms are governed by the laws of the Kingdom of Saudi Arabia. Any dispute shall be referred exclusively to the competent courts in Riyadh. The Arabic language is the governing language of these Terms and Conditions. In the event of any discrepancy between the Arabic and English versions, the Arabic version shall prevail.
28. Contact Us
For inquiries and complaints: info@nirvana-app.net Masra Digital Information Technology Est. Riyadh, Kingdom of Saudi Arabia Commercial Registration: 7053071630
By using the App, you acknowledge that you have read, understood, and agreed to these Terms and Conditions and Privacy Policy.