Terms & Conditions for Clients

Effective September 8, 2026 · LUSTRA GROUP, LLC · Version 1.1

1. The parties

These Terms are between you ("you", "Client") and LUSTRA GROUP, LLC ("LUSTRA") for your use of the LUSTRA platform — the appointment wizard, Client portal, messaging, and payment features — and they also set out the standard policies of the Studio you book with. The Studio (for example, September’s Locs, 4616 Westgrove Ct., Virginia Beach, VA 23455) is a separate business and is responsible for the loc, styling, and beautification services, its own pricing and policies, and the work done in its chair. LUSTRA is software, not a stylist, and does not perform hair services.

2. Your account

• You must be 18 or older to book.
• Keep your contact details current — the Studio relies on them to reach you about your appointment.
• You are responsible for activity under your sign-in. Tell the Studio or LUSTRA right away if you think someone else is using it.

3. Booking, deposits, and payment

• Prices, deposit amounts, and service descriptions are shown at booking and are set by the Studio. Some services are quoted at the Studio after seeing your hair.
• A deposit (the amount shown at booking) is charged when you book and is applied to your service total. It is not returned if you do not arrive — see section 4.
• Payments are processed by Square. The Studio is the merchant of record; charges appear under the Studio's name.
• Any remaining balance is due when you are ready, or through the "Pay balance" link the Studio sends you.

4. Cancellations, no-shows, and late pickup

• Cancellations — cancel from your portal or by contacting the Studio. The Studio's cancellation window and refund policy are shown at booking; deposits for cancellations inside that window may be kept by the Studio.
• No-shows — if you do not arrive for a confirmed appointment and did not cancel, two things happen. Your deposit is not returned, and the Studio may add a no-show fee of $35.00 (or the amount the Studio shows at booking), added to your account balance and due when you book again. With a $27.50 deposit that is $62.50 in total. You can settle it any time from your portal, and the Studio may require it to be cleared before your next appointment is confirmed.
  
  Why: your appointment holds a chair and a stylist's time. When nobody arrives, that time cannot be filled or given back, and the Studio still pays the person who was rostered for it. Telling the Studio you cannot make it — any time before your appointment — costs you nothing beyond the cancellation policy above, and it lets someone else have the slot.
• Late wrap-up — when the Studio marks your appointment ready, you have 30 minutes to wrap up. After that, a late fee of $27.50 per 30 minutes (or the amount the Studio shows at booking) may be charged.

5. Your hair, scalp, and comfort

• You confirm the information you provide about your hair and scalp is accurate.
• You must tell the Studio about any scalp condition, allergy, sensitivity, recent color, or tightness concern before the appointment.
• The Studio may stop a service at any time for your comfort or its staff's safety; you may still be charged for work performed.
• Conditions discovered during the appointment may require additional services at the Studio's rates, and the Studio will contact you first where practical.

6. Messages and notifications

• The Studio will email you about your appointments (confirmations, deposit receipts, "ready" notices).
• Text messages are sent only if you opt in. The program terms — what we send, how often, message and data rates, and how to stop — are on the Text Message Program page and form part of these Terms.
• Portal messages between you and the Studio are part of your appointment record.

7. Photos and report cards

The Studio may photograph your hair for your records. If you do not want photos used in the Studio's own social media or marketing, tell the Studio in writing.

8. Acceptable use

Do not use the platform to harass anyone, to make bookings you do not intend to keep, to submit false information, or to interfere with the service. The Studio or LUSTRA may suspend an account that does.

9. Liability

• The Studio is responsible for the loc, styling, and beautification services and for the work done in its chair, under the Studio's own policies and Virginia law.
• LUSTRA provides the software "as is". To the fullest extent the law allows, LUSTRA is not liable for the Studio's services, or for indirect or consequential loss. LUSTRA's total liability to you for any claim about the platform is limited to the fees you paid through the platform in the 12 months before the claim.
• Nothing in these Terms limits liability that cannot be limited by law.

10. Governing law and disputes

These Terms are governed by the laws of the Commonwealth of Virginia. Disputes with a Studio should be raised with that Studio first. Disputes about the platform should be raised with LUSTRA at the contact below; if not resolved, they will be heard in the state or federal courts serving Virginia Beach, Virginia.

11. Changes

We may update these Terms. We will post the new version here with a new effective date, and material changes will be shown to you in the portal or at your next booking. Continuing to use the platform after that means you accept the updated Terms.

12. Contact