We want TopKutz to be enjoyable and safe for everyone. These ground rules are designed to ensure that Customers and Professionals have a five star experience when using TopKutz . Please take a moment to read them. Because whether you’re a Customer requesting a grooming service — or a Professional wanting to extend your clientele and grow your business — your behavior matters.

RESPECT EACH OTHER

Treat your fellow Customers and Professionals as you would like to be treated yourself: with respect. Always try to be on time for confirmed grooming service appointments

because nobody likes to wait. It’s common courtesy not to shout, swear, attack, mock or otherwise insult others. Customers will be expected to provide a safe, tidy location for

the grooming services to be performed; Professionals will be expected to tidy up after themselves and ensure that the location where the service was performed is returned to

its previous condition. Most important of all, remember that when you use TopKutz you will meet people who may look different or think differently from you. Please respect

those differences. We want everyone to feel welcome when they use TopKutz .

GIVE CUSTOMERS AND PROFESSIONALS SOME PERSONAL SPACE

We all value our personal space and privacy. It’s OK to chat while services are being rendered; but please remain professional. Do not comment on someone’s appearance

or ask whether they are single. Please do not touch or flirt with Customers or Professionals. As a reminder, TopKutz has a no sex rule. That’s no sexual conduct

between Customers and Professionals, no matter what.

*Due to COVID-19 precautions, it is recommended that both Customers and Professionals follow CDC guidelines for preventing the spread of the virus; this includes washing your hands frequently, avoiding touching your eyes, nose and mouth with unwashed hands, wearing a face mask to cover both your mouth and nose when around others, and self-quarantining when feeling ill. Please refrain From requesting services or performing services if you are sick and/or have a higher risk for getting sick.

SAFTEY FIRST

Please only share information that you are comfortable with sharing. When identifying a location for the grooming service to be performed, ensure that it is in a safe location for both the Customer and the Professional. Please refrain from carrying any weapons while receiving or performing grooming services. If under the influence of alcohol or drugs, grooming services should not be requested or rendered.

CHILDREN MUST BE SUPERVISED

Only adults can have a TopKutz account. If your child is using your account, a parent or guardian must be with them at all times.

FEEDBACK MAKES US ALL BETTER

Whether you are a Customer or Professional, please rate your experience at the completion of your service. Honest feedback helps ensure that everyone is accountable for their behavior. This accountability creates a respectful, safe environment for both Customers and Professionals and if something happens during an appointment — whether it’s an argument or an overall negative experience —please contact us at admin@topkutzapp.com immediately.

The guidelines below help explain some of the specific kinds of behavior that may cause you to lose access to TopKutz as a Customer or Professional.

WHY CUSTOMERS CAN LOSE ACCESS TO TOPKUTZ 

This policy helps explain the kinds of behavior that may lead customers to lose access to TopKutz. Please remember you are responsible for all behavior associated with your

account.

ENSURING A RESPECTFUL, SAFE ENVIRONMENT FOR ALL PROFESSIONALS AND CUSTOMERS

The way you behave while using TopKutz can have a big impact on the safety and comfort of Professionals. Courtesy matters. That’s why you are expected to exercise

good judgment and behave decently towards Professionals who are rendering Grooming Services booked with TopKutz — just as you would in any public place.

Here are some reasons why you could lose access to TopKutz as a Customer:

  • Damaging others’ property. For example, damaging the location of where the services are rendered, breaking or vandalizing any of the Professional’s tools,

intentionally spilling food or drink, smoking, or vomiting due to excessive alcohol consumption.

  • Physical contact with Professionals. As our community guidelines make clear, you shouldn’t touch or flirt with Professionals. As a reminder, TopKutz has a no

sex rule. That’s no sexual conduct with Customers or Professionals, no matter what and you should never hit or otherwise hurt a Professional.

  • Use of inappropriate and abusive language or gestures. For example, asking overly personal questions, using verbal threats, and making comments or gestures that are aggressive, sexual, discriminatory, or disrespectful.

  • Unwanted contact with the Professional after the Grooming Services are

rendered. For example, texting, calling, or visiting someone in person after a grooming service has been completed. Remember, you can call and text your Professional directly from the TopKutz app without having to share your personal phone number. This means that your phone number stays anonymous* and is not given to the Professional. *Anonymization features are not available in all markets and are subject to outage periods.

  • Breaking the local law while using TopKutz. For example, asking Professionals to break local traffic laws such as speed limits due to scheduled appointments; or using TopKutz to commit a crime, including drug and human trafficking or the sexual exploitation of children.

If we are made aware of this type of problematic behavior, we may contact you so we can investigate them. Depending on the nature of the concern, we may put a hold on

your account during our investigation. If the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to TopKutz. Any behavior

involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using TopKutz can result in the immediate loss of access to your account. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with local law enforcement guidelines.

TERMS OF USE

As a Customer, you agree to our Terms of Service when you sign up for your account. We may take action against you for violating these terms, including permanently closing your account. For example the failure to maintain accurate, complete, and up-to-date account information, including having an invalid or expired payment method on file; allowing a person who does not meet the minimum age requirement to use your account while unaccompanied, or if you don’t meet that age requirement yourself.

FIREARMS BAN

TopKutz prohibits Customers and Professionals from carrying firearms while services are rendered that were scheduled with TopKutz. If you violate TopKutz’ firearms prohibition policy, you may lose access to TopKutz.

DISCRIMINATION

TopKutz has a zero tolerance policy towards discrimination of any kind. This means you will lose access to your account if you are found to have discriminated against

Professionals or Customers based on their race, color, religion, national origin disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under applicable law.

FRAUD IR ILLEGITIMATE BEHAVIOR

 

Fraudulent or illegitimate behavior undermines the trust on which TopKutz is built. We may deactivate any account(s) associated with this type of activity, including: abusing

promotions; collusion between Customers and Professionals; disputing costs for fraudulent or illegitimate reasons; or duplicate accounts.

WHY PROFESSIONALS CAN LOSE ACCESS TO TOPKUTZ 

 

If you are a Professional, and your account is temporarily blocked or deactivated, it Limits your ability to earn income. That’s why we believe it is important to have clear policies that explain the circumstances in which you may be denied access to TopKutz; how (if at all) you can use the app again; and if you can appeal these decisions.

There will always be unforeseen events that may ultimately lead to you losing access to your Professional account — and we’ll update this policy regularly — but the following

are sufficient cause for TopKutz to take action: quality; safety; fraud; and discrimination.

QUALITY

Customers who use TopKutz expect their Professionals to provide a quality Grooming Service, and also to be courteous and professional. The higher the quality of the

service, the more Customers will request your Grooming Services based on your availability, which in turn means more opportunities for Professionals to earn money.

Poor service has the opposite effect over time. There are several ways to measure Professional quality, with the most important being Star Ratings and Customer Feedback.

STAR RATINGS

As a Customer, you agree to our Terms of Service when you sign up for your account. We may take action against you for violating these terms, including permanently closing your account. For example the failure to maintain accurate, complete, and up-to-date account information, including having an invalid or expired payment method on file; allowing a person who does not meet the minimum age requirement to use your account while unaccompanied, or if you don’t meet that age requirement yourself.

How is my rating as a Professional calculated? Your rating is based on an average of the number of post-service stars Customers gave you (from 1 to 5 stars), up to your last 500 rated Services or the total number of rated Services you’ve rendered, if less than 500.

The easiest way to keep your average rating high is to provide good service on every service. Professionals using TopKutz typically provide excellent service, so most

Grooming Services run smoothly. But we know that sometimes a service doesn’t go well—that’s why we only look at your average rating over your most recent 500 services

(or your total rated service count, if under 500). This gives you the chance to improve over time.

What leads to you losing access to your account? There is a minimum average rating each Professional should strive to maintain. We will alert you over time if your

rating is approaching this limit, and you’ll also receive suggestions that may help you improve. However, if your average rating still falls below the minimum after multiple

notifications, you will lose access to your account. We may allow you to regain access to your account after 90 days.

  

CANCELLATION RATE

A Professional cancellation is when you accept a Grooming Service request and then cancel the Service. Cancellations create a poor Customer experience. We understand that there may be times when something comes up and you have to cancel an accepted appointment. But minimizing cancellations is critical for the reliability of the system.

How is my cancellation rate calculated? Your cancellation rate is based on the number of booked appointments canceled out of the total number of booked appointments you complete. (For example, if you’ve booked 100 appointments and 4 of them are canceled, your cancellation rate would be 4%.) High-quality Professional typically have a cancellation rate lower than 5%.

What leads to you losing access to your account?

There is a maximum cancellation rate, based on the average cancellation rate of active Professionals using TopKutz. We will alert you multiple times if your cancellation rate is much higher or if you are consistently canceling more often than other Professionals. If your cancellation rate Ncontinues to exceed the maximum limit, you may lose access to your account.

ACCEPTANCE RATES

 

High acceptance rates are a critical part of reliable, high-quality service, but not accepting Grooming Service requests does not lead to permanent loss of your account.

 

Consistently accepting Grooming Service requests helps maximize earnings for Professionals and keeps the system running smoothly. We know that sometimes things come up that prevent you from accepting every Grooming Service request, or you may want to take a break. But not accepting Grooming Service requests causes delays and degrades the reliability of the system. If you don’t want to accept appointments, do not mark yourself as available in the system.

 

If you consistently decline trip requests, we will assume you do not want to accept more trips and you may be logged out of the app.

SAFTEY

 

Actions that threaten the safety of Professionals and Customers will be investigated and, if confirmed, lead to permanent deactivation of your account. For example:

  • Damaging others’ property. For example, damaging the location of where the services are rendered, breaking or vandalizing any of the Customer’s personal

belongings, intentionally spilling food or drink, smoking, or vomiting due to excessive alcohol consumption.

  • Physical contact with Customers. As our community guidelines make clear, you shouldn’t touch or flirt with Customers. As a reminder, TopKutz has a no sex rule. That’s no sexual conduct with Customers or Professionals, no matter what and you should never hit or otherwise hurt a Professional.

  • Use of inappropriate and abusive language or gestures. For example, asking overly personal questions, using verbal threats, and making comments or gestures that are aggressive, sexual, discriminatory, or disrespectful.

  • Unwanted contact with the Customer after the Grooming Services are rendered. For example, texting, calling, or visiting someone in person after a grooming service has been completed. Remember, you can call and text your Customer directly from the TopKutz app without having to share your personal phone number. This means that your phone number stays anonymous* and is not given to the Customer. *Anonymization features are not available in all markets and are subject to outage periods.

  • Breaking the local law while using TopKutz. For example, rendering Grooming Services in a prohibited location; or using TopKutz to commit a crime, including drug and human trafficking or the sexual exploitation of children.

What leads to you losing access to your account? I f we are made aware of this type of problematic behavior, we may contact you so we can investigate them. Depending on the nature of the concern, we may put a hold on your account during our investigation. If the issues raised are serious or a repeat offense, or you refuse to cooperate, you may lose access to TopKutz. Any behavior involving violence, sexual misconduct, harassment, discrimination, or illegal activity while using TopKutz can result in the immediate loss of your account. Additionally, when law enforcement is involved, we will cooperate with their investigation in accordance with local law enforcement guidelines.

ZERO TOLERANCE FOR DRUGS AND ALCOHOL

 

TopKutz does not tolerate the use of drugs or alcohol by Professionals or Customers while Grooming Services are being rendered.

What leads to you losing access to your account? The account of any Professionals or Customers found to be under the influence of drugs or alcohol while service scheduled with TopKutz are being rendered will be permanently deactivated.

TERMS OF USE 

As a Professional, you agree to our Terms of Service when you sign up for your account. We may take action against you for violating these terms, including permanently closing your account. For example the failure to maintain accurate, complete, and up-to-date account information, including having an invalid or expired Professional license on file; allowing a person who does not meet the minimum age requirement to use your account while unaccompanied, or if you don’t meet that age requirement yourself.

As a Professional, you agree to our Terms of Service when you sign up for your account. We may take action against you for violating these terms, including permanently closing your account. For example the failure to maintain accurate, complete, and up-to-date account information, including having an invalid or expired Professional license on file; allowing a person who does not meet the minimum age requirement to use your account while unaccompanied, or if you don’t meet that age requirement yourself.

  

FIREARMS 

TopKutz prohibits Customers and Professionals from carrying firearms while services are rendered that were scheduled with TopKutz. If you violate TopKutz’ firearms prohibition policy, you may lose access to TopKutz.

DISCRIMINATION

TopKutz has a zero tolerance policy towards discrimination of any kind. This means you will lose access to your account if you are found to have discriminated against

Professionals or Customers based on their race, color, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other

 characteristic protected under applicable law.

FRAUD OR ILLEGITIMATE BEHAVIOR

Fraudulent or illegitimate behavior undermines the trust on which TopKutz is built. We may deactivate any account(s) associated with this type of activity, including: abusing promotions; collusion between Customers and Professionals; disputing costs for fraudulent or illegitimate reasons; or duplicate accounts.

LICENSE VERIFICATION

All Professionals wanting to use the TopKutz app are required to submit a valid state license to perform Grooming Services.

What leads to you losing access to your account? We will deactivate a Professional’s account if a routine license verification uncovers a violation of TopKutz’ standards or of other criteria required by local regulators.

UNACCEPTABLE ACTIVITIES

To maintain the transparency and integrity of each TopKutz experience for all users, activities conducted outside of TopKutz’ system — like Grooming Services scheduled outside of TopKutz — are prohibited.

What leads to you losing access to your account? We will take action against a Professional for activities such as: harming the business or brand, like unauthorized use of TopKutz’ trademark or intellectual property, or otherwise violating the Professional’s agreement with TopKutz; and soliciting payment outside the TopKutz system.

ACCURATE PERSONAL INFORMATION

The TopKutz app is designed to give Customers identifying information about Professionals like their name and profile picture. Inaccurate or outdated information

creates confusion among Customers and can diminish their experience with TopKutz.

What leads to you losing access to your account? We will deactivate your account for activities such as: providing TopKutz with inaccurate information or allowing

someone else to use your account. In addition, we will take action to prevent any Professional whose required documentation becomes invalid from going online until the Professional provides TopKutz with updated information.

DISCRIMINATION

TopKutz’ mission is to connect Customers to reliable Grooming Services, everywhere for everyone. We have a zero tolerance policy towards discrimination of any kind at TopKutz.

What leads to you losing access to your account?

It is unacceptable to refuse to provide services based on characteristics like a person’s race, color, religion, national origin, disability, sexual orientation, sex, marital status, gender identity, age or any other characteristic protected under relevant  federal, state, or local law. Actions like these may result in permanent deactivation of your account.

 

In addition, it is not acceptable to discriminate on the basis of a requested Service location.

What does this mean? We understand how important it is to fit performing Grooming Services around your life, rather than the other way around. It is not a violation of these guidelines to pass on a appointment because the trip does not work for you—for example, it would interfere with a personal commitment or prior obligation, such as a job, a doctor’s appointment, a school pick-up, or a family event. But cancelling appointments or using features in the TopKutz app to avoid receiving trip requestsN solely for the purpose of avoiding a particular neighborhood due to the characteristics of the people or businesses that are located there violates these guidelines and may cause you to lose access to your account.

REJOINING THE TOPKUTZ AFTER DEACTIVATION

If your account has been deactivated for quality reasons like low star ratings, you may have the opportunity to rejoin after a specified time frame. In addition, we are exploring

ways to create an appeals process for the most contentious cases. We will update this document when we have that process in place.