Terms of Use

These Terms of Use form an agreement between you and Novara ("Novara", "we", "us") for your use of the Novara website and the Novara mobile app (the "Service"). By creating an account or making a booking, you accept these terms and our Privacy Policy. If you do not agree, please do not use the Service.

You must be at least 18 years old and able to enter into a binding agreement to use the Service.

Novara is a marketplace. We help you find businesses, see their services, prices and availability, book appointments, pay and message them. The services themselves (for example a haircut, massage or manicure) are provided by the independent business you book, not by Novara. Your agreement for those services is with the business, which is responsible for their quality, safety, pricing and for holding any licences it needs.

• Sign up with your own mobile number and verify it with the code we send. Keep your details accurate and up to date.
• Keep your password private. You are responsible for activity on your account; tell us at once if you think it has been misused.
• One person, one account. Do not create accounts for others without their permission, or pretend to be someone else.

• When you choose a time we hold the slot for a few minutes while you confirm. A booking is made once you confirm it and, where required, pay any deposit.
• Prices shown are set by the business. A price marked "from" can change depending on the service you receive; agree the final price with the business.
• Some businesses confirm bookings instantly; others review them first. We will tell you the status by SMS, WhatsApp, email or in-app notification.
• Please arrive on time. Repeated no-shows can lead to limits on your account.

You can cancel or reschedule from your bookings within the time allowed by the business. Each business sets its own cancellation policy, shown on its page and at checkout, including whether a deposit is refundable. A business may also cancel or move a booking; if it does, we will let you know and any amount you paid for that booking will be handled under the business's policy and these terms.

• You can pay at the business, or pay online by Mobile Money or card through our payment provider, Hubtel. Some businesses ask for a deposit to secure a booking.
• Online payments are made to Novara on the business's behalf and passed on to the business, less our service fee to the business. You are not charged an extra fee by Novara.
• Refunds follow the business's cancellation policy. Approved refunds are returned to the original payment method where possible, and timing depends on your bank or Mobile Money provider.
• Prices are in Ghana cedis (GHS). You are responsible for any charges your bank or network applies.

• You earn points when a booking is completed: currently 1 point for every GHS 1 of the booking value.
• From 100 points you can use points at checkout: every 100 points takes GHS 1 off. Points cannot reduce the amount below any deposit due.
• If you cancel a booking, points you used on it are returned. Points used on a booking you do not attend may be lost.
• Points have no cash value, cannot be sold or transferred, and are not property. We may change or end the programme, or remove points gained through misuse, with reasonable notice where possible.

• Reviews must be honest, about a visit you actually made, and free of abuse, hate speech, personal information about others or advertising.
• Messages to businesses are for questions about their services and your bookings. Do not send spam or harassment.
• We may remove content or limit accounts that break these rules. Businesses can reply publicly to reviews.

If you list a business on Novara, you also agree that:

• the information you publish (services, prices, hours, photos, team) is accurate and you have the right to use it;
• you will honour bookings made through the Service and apply your stated cancellation policy fairly;
• you hold the licences and permits your business needs and comply with the law, including on consumer protection and data protection;
• you will use customer details only to provide and manage their bookings, not for unrelated marketing without consent;
• listing is free. Novara charges a subscription of GH₵350 per month for each business location, with the first month free from the day the business goes live, and a payment fee of 3% (including payment processing) on payments collected through the Service, deducted before payout. Cash and payments collected directly, outside the Service, attract no Novara fee.

• Break the law, infringe anyone's rights, or use the Service to defraud anyone.
• Make fake bookings or reviews, or hold slots you do not intend to use.
• Try to get around payments or fees for bookings made through the Service.
• Interfere with the Service, probe it for weaknesses, scrape it, or access accounts or data that are not yours.

The Service, including the Novara and Novara names, logos, design and software, belongs to Novara or its licensors. You may use it only for its intended purpose. Content you post stays yours, but you give us permission to display it on the Service and in promoting it.

We work to keep the Service available and accurate, but we provide it "as is" and cannot promise it will always be uninterrupted or error-free. Business listings, prices and availability come from the businesses.

As far as the law allows, Novara is not liable for the services provided by businesses, or for indirect or consequential losses. Where we are liable, our total liability for a booking is limited to the amount you paid through the Service for that booking. Nothing in these terms limits rights you have under Ghanaian consumer law that cannot be excluded.

You can stop using the Service and ask us to close your account at any time. We may suspend or close an account that breaks these terms or puts other users at risk, and will tell you why where we can.

We may update these terms as the Service develops. We will post the new version here with a new date and tell you about important changes. Continuing to use the Service after a change means you accept the updated terms.

These terms are governed by the laws of the Republic of Ghana. If you have a complaint, please contact us first so we can try to resolve it. Any dispute that cannot be resolved this way will be handled by the courts of Ghana.

Questions about these terms: support@novara.com.gh, or write to Novara, 17 Eseefoo St, Accra, Greater Accra Region.