Terms of Use for Customers
Effective from: 10 November 2026
Last changed: 22 October 2026 (published 22 October 2026, effective 10 November 2026: courses under the platform rules in section 6; withdrawal and express request in section 7; user content and moderation under the Digital Services Act in section 11; assistant Ina as artificial intelligence in section 12; dispute resolution without the European online dispute resolution platform, which ceased operating on 20 July 2025; minimum age 16)
Previous version: 21 October 2026
This is a convenience translation of the Slovenian original, Pogoji uporabe za stranke. In case of any discrepancy, the Slovenian version prevails.
1. Who we are
The Termina platform, available at termina-booking.com and in the Termina app (the platform), is operated by:
Termina, računalniško programiranje, Neya Borysova s.p. Goriška ulica 4, 2000 Maribor, Slovenia Tax number: 16782062 Registration number: 7558252000 Email: info@termina-booking.com
(Termina or we)
These terms govern the use of the platform by customers — people who use the platform to find and follow providers, book appointments, buy courses and gift cards and post content. Separate Terms of Business apply to service providers, and Terms for Staff to a provider's staff.
2. Acceptance of the terms
By using the platform — browsing providers, booking an appointment or creating an account — you accept these terms. If you do not agree with them, do not use the platform.
The platform is free of charge for customers. The only things you may pay for are the services, courses and gift cards a provider performs or issues for you, at the provider's own prices.
3. Termina's role
Termina is an intermediary: it connects customers with service providers and enables appointment booking. The service contract is concluded directly between you and the provider. Termina is not a party to the service and is not responsible for its performance, quality or price.
The provider is responsible for the content of their profile (description, prices, opening hours, photographs). We verify the details of registered providers against publicly accessible business registers before publication; a profile that fails verification is not visible on the platform. Verification confirms that the business exists, not the quality of, or the licences for, an individual service.
There are no health services on the platform. Providers perform beauty, sports and other services that need an appointment; what a provider tells you or writes down about your skin, hair or nails is care for the safe performance of the service, not medical advice.
4. Account
You can book an appointment without an account, using only your name and email address. An account adds an overview of your appointments, saved providers, following, messages, courses and faster booking.
- Provide true details when registering and keep them up to date.
- You are responsible for protecting your password and for the activity on your account.
- The platform is not intended for persons under 16 years of age. We use your date of birth only to check this age; an account we learn belongs to a younger person is closed.
- You can delete your account at any time in the app (account settings); data export and erasure are available there as well. What remains after deletion, and why, is explained in the Privacy Policy.
5. Booking an appointment
Before you book, the provider's profile shows the service, its duration, price and location; where the provider works in a team, also the person who will perform the appointment.
A booking is confirmed as soon as the platform accepts it; you receive a confirmation by email. If a slot is taken, you can join the waiting list — when a slot frees up you receive an offer, which is valid for a limited time and does not constitute a booking until you confirm it.
Some providers need information about your health before the first service (for example about allergies). The questionnaire is voluntary and is stored only with your explicit consent; you can book without it. Details are in the Privacy Policy, section 3.
Book in good faith: cancel an appointment you cannot attend in good time, so somebody else can take it.
6. Prices and payment
Service prices are set by the provider and shown on their profile. Termina charges customers nothing and adds nothing to the prices.
Payment for the service follows your arrangement with the provider: on site, or — where the provider enables it — online through the payment provider Stripe. An online payment is received directly by the provider; Termina is not the recipient of the payment and never sees or stores card details. The invoice for the service is issued by the provider.
The provider may also request an advance payment or deposit through the platform (for example for a more expensive service) or offer payment by bank transfer; the conditions of such a payment are set by the provider and shown before you confirm.
Split payment. When you book for several people, you can invite others to pay their share. Each share is that person's payment to the provider; the booking is valid under the rules shown with the invitation.
Gift cards. A gift card is issued by the provider; it is valid with that provider, until the stated date and for the stated value. The gift card contract is between the buyer and the provider, who also issues the invoice.
6.1 Courses (visit packages)
A provider may offer a course: a set number of visits of one service, paid in advance, at a total price and with a validity period. You buy a course on the provider's profile with an online payment or at the provider's salon. The course is valid once the provider receives the payment, and you see it among your bookings. The course contract is between you and the provider; the payment is received by the provider, who also issues your invoice. The following platform rules apply to courses, and the provider accepts them in the Terms of Business:
- Use. You book a visit from the course like any booking; the booking then costs 0 €. A visit counts as used when the booking is confirmed. If you cancel the booking within the period in which you can cancel it under the provider's rules (section 7), or the provider cancels it, the visit goes back to the course. If you do not come to the booking and did not cancel it (no-show), the visit is used.
- Validity. A course is valid for 12 months from the day of payment unless the provider sets a longer validity for the course; the platform does not allow a shorter one. A booking from the course must be no later than the last day of validity. If you still have unused visits 30 days before expiry, we remind you.
- Extension. The provider can extend the validity of the course on their dashboard, at your request or on their own initiative. Extension is free of charge.
- Refund before expiry. Before the validity expires you may ask the provider to refund the unused visits. The provider refunds you the proportional part of the price (the course price divided by the number of visits, multiplied by the number of unused visits) within 14 days of your request at the latest, by the same means you paid. The provider may depart from this only in your favour.
- After expiry. After the validity expires, unused visits are no longer valid and are not refunded automatically. The provider may still extend the course or refund you at their discretion; if you consider the validity period unfair given the type of service and the recommended interval between visits, contact the provider, and Help can assist you in communicating. Your rights under consumer protection law remain.
- Provider leaving. If a provider stops operating on the platform, we notify you; unused visits and refunds are settled directly with the provider, who remains your contractual partner.
7. Cancellation, no-show and withdrawal
You cancel an appointment in the app (your appointments section) or directly with the provider. On cancellation the slot is released and the provider is notified.
Rules on late cancellation, lateness and no-shows are set by each provider and published on their profile; they are shown before you confirm a booking. Termina does not intervene in them.
7.1 Right of withdrawal from a distance contract
A booking through the platform is a service contract concluded at a distance with the provider. Under consumer protection law you generally have the right to withdraw from such a contract within 14 days without giving a reason. The law does not grant this right for leisure services where the provider undertakes to perform on a specific date or within a specific period (Article 135, point 12 of the Slovenian Consumer Protection Act ZVPot-1). Whether a booked appointment at a salon or with a trainer counts as such a service is not beyond doubt, so on the platform the following applies:
- Cancellation under the provider's rules is always possible and does not affect your statutory rights.
- Where you pay for the service in advance (online payment, deposit, course) and the appointment falls before the end of the 14-day withdrawal period, the platform asks you before confirmation for an express request that the provider perform the service on the chosen date. The wording of the statement is: "I expressly request that the provider perform the service on the chosen date, even if it falls before the end of the 14-day withdrawal period. If I withdraw from the contract before the appointment, I pay a proportionate part of what has already been performed; once the service has been fully performed, I lose the right of withdrawal." Without this statement a booking paid in advance cannot be confirmed.
- If you withdraw from the contract, you notify the provider (through messages in the app or at their address), also by an unequivocal statement by email. The provider refunds your payment as the law requires; Termina helps with the refund, because online payments run through its payment intermediary.
8. Ranking of providers
Provider listings are sorted alphabetically by name by default. In nearby search they are sorted by distance from the chosen point. The average rating and the number of reviews are displayed next to each provider but do not affect the ranking. The order of listings and search results cannot be bought: no provider can pay for a higher position in the list. The For You feed shows posts of providers you follow and providers from the groups you chose, in order of posting; recommendations are based on your choices, not on payment.
Labelled paid featuring. On each category page there is a separate section above the list, "Featured providers", where a provider can buy a place for a limited time. Every such card carries a visible Ad label; the payer is the provider named on the card. Only providers from the same category who are publicly visible on the platform can be featured. Featuring does not affect the order of listings, search results or ratings, and is not shown on the provider's profile.
9. Notifications and reminders
We notify you of a confirmed booking, a reminder before the appointment, a cancellation or a reschedule by email and — if you enable them — by push notification, SMS or Viber. We do not send notifications at night (between 21:00 and 7:00); they wait for the morning.
You can opt out of non-essential notifications. Notifications about a cancellation or reschedule reach you even after opting out — without them a person would arrive at a locked door.
10. Reviews
A review can only be submitted by a person who had a real booking with the provider, and only one per provider. A review should describe your own experience with the service.
Fake, commissioned or paid reviews, and offensive, discriminatory or unlawful content, are prohibited. We remove such reviews under the procedure in section 11; otherwise we do not edit or curate reviews.
11. Community, user content and moderation
With an account you can follow and save providers; saved providers are visible only to you. You can message a provider through the app. Everything social in the community (following, Friends, sharing) is always your choice and can be withdrawn at any time; your bookings are never visible to other customers.
Customers and providers can post stories, photos and videos, posts, comments, reviews, questions and answers on the platform and send each other messages (user content). Whoever posts content is responsible for it. Termina is a hosting service provider under Regulation (EU) 2022/2065 (Digital Services Act) and does not review user content before publication; how it handles content after a report is described below.
11.1 Zero tolerance
Termina does not tolerate objectionable, unlawful or harmful content, nor users who harass others or abuse the platform. By accepting these terms you agree not to post such content and not to harass anyone.
11.2 Prohibited content
You may not post or send content that:
- harasses, bullies, threatens or degrades another person;
- promotes hatred, violence or discrimination on the grounds of nationality, race, religion, sex, sexual orientation, disability or any other personal circumstance;
- is sexually explicit or shows nudity, or in any way sexually exploits or endangers minors;
- shows or encourages violence, self-harm or dangerous acts;
- is unlawful: sale of prohibited substances or weapons, fraud, infringement of copyright or other rights;
- is false or misleading: fake reviews, impersonation of another person or salon, health claims promising a cure;
- discloses other people's personal data, photos or health information without their consent;
- is spam or advertising outside the places intended for it.
11.3 How to report content or a person (notice and action)
Every story, post, comment, review, message, question and answer, customer profile and salon profile has a Report button. You choose a reason and may add a note; if you report unlawful content, say why you consider it unlawful. Reports are confidential: the author does not learn who reported. Anyone, including people without an account, can also report by email to info@termina-booking.com (this is also our single point of contact under Articles 11 and 12 of the Digital Services Act; you can write in Slovenian or English). We confirm receipt of reports sent by email.
In messages you can block a salon or a customer: the blocked side can no longer write to you, and a salon you block is no longer shown in your feed. You remove a block in your profile settings or in the conversation.
11.4 Decision, statement of reasons and appeal
Every report is reviewed by a person; there are no automated removal decisions. Content that breaches these terms or the law is removed or restricted within 24 hours of a valid report at the latest, manifestly illegal content immediately. We inform the reporter of the decision.
The author of content we remove or restrict, or whose account we suspend because of it, receives a statement of reasons (Article 17 of the Digital Services Act): what we did and for how long, which content it concerns, whether the ground is a breach of law or of these terms and which provisions, what the decision was based on (a report or our own observation), and how to appeal. We do not send a statement of reasons where this would defeat the measure or endanger the person who reported the content, or where the content is high-volume unsolicited commercial content.
Appeal. You can contest the decision within six months by replying to the notice or by writing to info@termina-booking.com. The appeal is reviewed by a person who did not take the first decision, free of charge and normally within 14 days; if we find the decision was wrong, we restore the content or reopen the account. The appeal does not affect your right to go to court or to the digital services authority (in Slovenia the Digital Services Coordinator is the Agency for Communication Networks and Services of the Republic of Slovenia).
11.5 Suspension and exclusion
We may, after a prior warning, suspend or permanently exclude the account of a user who frequently and manifestly breaches these rules, and we suspend a salon profile that breaches them. A user who frequently submits manifestly unfounded reports may, after a warning, lose the ability to report for a reasonable time. For serious breaches (threats, sexual exploitation, unlawful content) we act without prior warning and, where necessary, notify the competent authorities. In deciding we take into account the number and gravity of breaches, their consequences for others and the intent. A user who has been excluded may not open a new account.
12. Help and the assistant Ina
For questions about the platform, the app has a Help section: your message reaches Termina, which replies in the app, and you also receive an email notification of the reply. Help is free of charge.
Ina is an assistant in the app and on the Help page. Ina is artificial intelligence, not a person; this is indicated in every conversation with her (Article 50 of Regulation (EU) 2024/1689 on artificial intelligence). She answers questions about Termina, bookings and free slots and can be wrong; her answers are not a binding statement by Termina or a provider and do not replace the provider's advice about a service. For a binding answer, write to the team in Help. How Ina processes messages and when she sends them to an external processor is explained in the Privacy Policy, section 13; before doing so she asks for your consent. Do not enter health data.
13. Your obligations
As a user of the platform you:
- provide true information;
- do not create fake bookings and do not submit fake reviews;
- do not interfere with the platform, circumvent security measures or access other people's data;
- do not scrape the platform's content or use it for AI training without our written consent;
- do not use the platform for your own advertising, recruiting or sending unsolicited messages.
On breach we may cancel a booking, remove a review or other content, or suspend or terminate an account (section 11); for fake bookings we may restrict booking without an account.
14. Personal data
How we process personal data is described in the Privacy Policy. You can export and erase your data directly in the app; who processes data besides Termina is listed on the Sub-processors page.
15. Liability
We strive for uninterrupted operation of the platform but do not guarantee that it will always be available and error-free. Termina is not liable for the performance, quality or cancellation of a service by a provider, for the accuracy of a provider's profile, nor for content published by providers or customers. Nothing in these terms excludes liability that cannot be excluded by law (in particular for damage caused intentionally or by gross negligence, and for personal injury), and nothing reduces the rights granted to you by the consumer protection law of your country of residence.
16. Governing law and dispute resolution
Disputes about a performed service, a course or a gift card are resolved directly between the customer and the provider. We can help the two sides communicate through the Help section, but we cannot decide the dispute.
Disputes with Termina are governed by the law of the Republic of Slovenia; this does not affect the protection afforded to you by the mandatory rules of the country of your habitual residence, nor your right under EU law to bring proceedings before the courts of your place of residence.
Send complaints about the platform to info@termina-booking.com; we reply within 15 days at the latest. Termina does not recognise any out-of-court consumer dispute resolution provider as competent for disputes a consumer could bring under the Slovenian Act on Out-of-Court Resolution of Consumer Disputes. The European online dispute resolution platform ceased operating on 20 July 2025 (Regulation (EU) 2024/3228); for advice on a cross-border dispute you can contact the European Consumer Centre in your country, and for consumer protection supervision in Slovenia the Market Inspectorate of the Republic of Slovenia.
17. Changes to the terms
We may change these terms. We publish the new version on this page with its effective date at least 15 days before it takes effect; registered users are notified of material changes in the app or by email. If you do not agree with a change, you can delete your account before it takes effect. We send previous versions on request.