Naya Terms of Use

1. Terms and definitions

1.1. Service means the Naya software and hardware system available at naya.kz, on the Operator's subdomains and in the Operator's mobile apps, intended for booking services.

1.2. Operator means NayaIT Solutions LLP, BIN 260940005233, the person that owns the Service and ensures its operation.

1.3. Partner means an individual entrepreneur, legal entity or other person providing services who has placed information about itself and its services in the Service on the basis of a subscription.

1.4. Venue means a separate location where a Partner provides services, having its own address and its own page in the Service. One Partner may have several Venues.

1.5. User means an individual who uses the Service to find services and make a Booking.

1.6. Booking means a record in the Service of a User's intention to receive a Partner's service at a specific time from a specific specialist.

1.7. Account means the set of data about a User or about a Partner's employee, accessed with a phone number and a password set by the Account holder at the first sign-in.

1.8. Subscription means the Partner's right to use the functionality of the Service for one Venue during the paid period.

1.9. Invitation means a unique code provided by the Operator that contains individual terms for connecting a Venue.

1.10. Parties means the Operator and the User, or the Operator and the Partner, together.

2. Subject matter

2.1. The Operator provides the User with free access to the Service to find Partners and make Bookings, and provides the Partner with paid access to the functionality of the Service on Subscription terms.

2.2. The Operator provides information technology services only. The Operator does not provide the services listed in the Service (hairdressing, cosmetology, sports and other services) and is not their provider, seller or intermediary in their sale.

2.3. The service for which a Booking is made is provided by the Partner to the User under a separate transaction between them. The Operator is not a party to that transaction.

2.4. Payments for services are made directly between the User and the Partner, without the Operator. The Operator does not accept payments on behalf of the Partner and does not withhold any fee from the price of the service.

2.4.1. The Service may show the User the details for a voluntary gratuity (tip) to the person who provided the service, if that person has entered them in the Service. The transfer is made by the User directly to that person. The Operator is not a party to such a transfer, does not withhold any fee from it, does not see it and is not responsible for it. The Operator neither sets nor suggests the amount of the gratuity.

2.5. Information about Partners, including names, addresses, opening hours, the list and prices of services, the staff and images, is placed by Partners themselves. The Operator does not verify and does not guarantee the accuracy of such information.

2.6. The Service is provided remotely — through the Operator's website, its subdomains and mobile apps. No physical media are handed over, no delivery takes place, and no visit to the Operator's office is required.

2.7. Access opens immediately after acceptance (Section 3) and is provided around the clock throughout the paid period, subject to the exceptions in clauses 9.2 and 6.3. No separate certificate of services rendered is drawn up; the Subscription details and the invoices in the Partner's dashboard serve as confirmation.

3. Conclusion of the contract

3.1. Any of the following actions by the User constitutes acceptance of this offer: creating an Account, making a Booking or posting a review.

3.2. Acceptance by the Partner means creating a Venue in the Service with confirmation of agreement to these Terms, regardless of which of the methods under clause 6.1 was used to connect. The Operator records the date of confirmation.

3.3. The contract is concluded at the moment the relevant action is taken and remains in force indefinitely until terminated under Section 13.

3.4. By accepting, a person confirms that they have the necessary legal capacity and authority, have read these Terms and the Privacy Policy, and accept them.

3.5. The Service is not intended for persons under eighteen. A minor's Booking is made by their parent or other legal representative in their own name and at their own responsibility.

4. Account

4.1. The first access to an Account is by phone number and a one-time confirmation code, after which the Account holder sets a password and signs in with it from then on. The one-time code remains available as a way to recover the password.

4.2. The User must keep access to their phone number secure and must not share the one-time code or password with third parties. The Operator never asks for the one-time code or password.

4.3. All actions taken using an Account are deemed to have been taken by its holder. The User bears the risk of the consequences of giving others access to their phone number or password.

4.3.1. The password is stored in the Service in a form that does not allow it to be recovered, and the Operator does not know it in plain text. If the password is lost, it is changed using a one-time code sent to the Account's phone number. The Account holder may change the password at any time and end previously started sessions on other devices.

4.4. When booking, the User must provide their real name and phone number. Making a Booking with someone else's phone number without its owner's consent is not allowed.

4.5. The Operator may restrict or terminate access to an Account in the event of a breach of clause 4.4, Bookings made with no intention of receiving the service, automated collection of data from the Service, or other actions that disrupt the Service or violate the rights of others.

4.6. Prohibited content. The User and the Partner must not post in the Service — in reviews, messages, photos or other materials — insults, threats, sexual material, calls for discrimination or violence, advertising or bulk messages without the recipient's consent, personal data of third parties without their consent, or any other information that violates the law or the rights of others. The Operator does not tolerate such content or behavior: it may, without notice, hide or remove the material, restrict the ability to send messages, block the offender's phone number and terminate access to the Account. Anyone can report material in the Service; reports are reviewed within 24 hours.

5. Making and changing a Booking

5.1. A Booking is made on the basis of the available times provided by the Partner. The Booking is confirmed by the Partner, or automatically if the Partner has enabled that mode.

5.2. By making a Booking, the User undertakes to come at the specified time or to cancel the Booking in advance.

5.3. The terms for cancelling and rescheduling a Booking by the User (how far in advance such actions are allowed) are set by the Partner for each Venue.

5.4. The terms in effect when a Booking is made are recorded by the Service and apply to that Booking regardless of any later change by the Partner. A later change of terms does not worsen the User's position under Bookings already made.

5.5. A single Booking may be rescheduled by the User no more than three times. Any further change of time is made by agreement with the Partner.

5.6. After the deadline set under clause 5.3, self-service cancellation and rescheduling are not available; the User may contact the Partner directly using the contact details provided by the Service.

5.7. The consequences of a User's no-show, as well as of a Booking cancelled by the Partner, are determined by the Partner's rules and by law. The Operator neither sets nor applies such consequences.

6. Partner Subscription

6.1. A Partner connects in one of two ways: on their own through the Operator's website or by Invitation. When connecting on their own, the terms published on the Operator's website and in effect on the date of connection apply.

6.1.1. The individual terms contained in an Invitation (the fee and its validity period) take precedence over the terms published on the Operator's website. An expired Invitation, or a code not issued by the Operator, is not accepted for connection; connection with such a code is not made on the website terms either.

6.1.2. The Operator may decide which connection methods are available at any given time and change them. Such a change does not affect contracts already concluded and does not change the terms of existing Subscriptions.

6.2. A Subscription is purchased separately for each Venue.

6.3. Without an active Subscription, the Partner's access to the functionality of the Service is suspended and the Venue page is not published. The Partner's data is kept and becomes available again when the Subscription is renewed.

6.4. A Venue page is published when all of the following are in place: an active Subscription, a service with a price, a specialist with a work schedule, an address and opening hours.

6.5. The Partner may cancel the Subscription at any time. Cancellation means that automatic renewal stops; access and publication continue until the end of the paid period. In that case the fee for the unused part of the paid period is not refunded, because access during that period is provided to the Partner. Instead, the Partner may demand that access end before the end of the paid period — under clause 8.3.1.

6.5.1. A discounted fee applies to the Subscription for which it was granted when connecting. When the Subscription ends, the discounted fee and its unexpired term are lost; reconnection is at the fee in effect on the date of reconnection. Until the Subscription ends, the Partner may resume it without losing these terms.

6.6. When a Partner cancels a Subscription, the Operator may give the Partner an additional period of use of the Service free of charge. Such a period is given no more than once per Venue.

6.7. The Partner must ensure that the information it places is accurate and up to date, that it holds the rights to the images and texts it uses, and that it has the permits and licenses required to provide the services offered.

6.8. The Partner must not place information about services whose provision is restricted or prohibited by law, or mislead Users about the content, price and terms of services.

6.9. The Operator may suspend publication of a Venue page or terminate the Partner's access to the Service in the event of a breach of clauses 6.7 and 6.8, systematic complaints from Users, or the Partner's failure to pay. The Operator notifies the Partner of the reason for suspension.

6.10. The Partner's rights and obligations extend to its employees who have been given access to Accounts in the Service. The Partner is responsible for their actions as for its own.

7. Fees and payment

7.1. The Subscription fee is shown on the Operator's website and in the Partner's dashboard. The amount shown in the Partner's dashboard prevails. Fees are stated and charged in tenge (KZT); no other currency is used.

7.2. The fee is paid in advance for the chosen period.

7.2.1. The fee for the first period is charged when the Subscription is connected. The amount is shown in the Partner's dashboard before payment is confirmed. The paid period starts on the date of the charge.

7.2.2. The Operator may give the Partner a period of use of the Service free of charge. Such a period is given at the Operator's discretion, including as part of promotions, and does not affect automatic renewal of the Subscription.

7.3. The fee is paid by a Visa or Mastercard bank card on the secure page of the payment provider. The Operator does not receive or store card details. The payment obligation is fulfilled when the funds are received by the Operator.

7.3.1. The Subscription renews automatically. By linking a card, the Partner agrees to periodic charges of the fee for each subsequent period without further instruction. The amount charged equals the fee in effect on the date of the charge (clauses 7.1 and 7.4) and is shown in the dashboard before that date.

7.3.2. Automatic charges stop once the Subscription is cancelled (clause 6.5) or the card is unlinked. The Partner may unlink the card and view invoices at any time in the dashboard.

7.3.3. If a charge fails, the Operator retries within five calendar days, but no more than four times. The Subscription remains in effect until the end of the paid period; after that, access is suspended under clause 6.3.

7.3.4. A Subscription may be purchased in the Operator's mobile app through the app store (App Store, Google Play). In that case the fee is charged by the app store, its amount is shown by the app store before the purchase is confirmed and may differ from the fee when paying on the website. Automatic renewal, cancelling it, changing the payment method and refunds are handled through the app store and on its terms; clauses 7.3.1–7.3.3 and Section 8 do not apply to such payments. The Operator opens access to the Service once the app store confirms the purchase.

7.4. The Operator may change the fee by notifying the Partner at least thirty calendar days in advance. The change does not apply to a period already paid. Continuing to use the Service after the change takes effect means the Partner agrees to the new fee.

7.5. The Subscription fee is not a commission on the services the Partner provides to Users and does not depend on their number or price.

8. Refunds

8.1. This Section sets out how the Subscription fee — the Partner's payments to the Operator — is refunded. The Operator does not handle payments between the User and the Partner for services booked (clause 2.4); the User makes any refund claim for such services directly to the Partner.

8.2. During a period provided free of charge (clause 7.2.2) nothing is charged, and no refund is needed.

8.3. While the Partner keeps access until the end of the paid period, the fee for the unused part is not refundable. Cancelling the Subscription stops its automatic renewal; access and publication of the Venue page continue until the end of the paid period (clause 6.5). Reason: access to the Service is actually provided to the Partner during that period, and the paid service is deemed rendered.

8.3.1. The Partner may demand that access end before the end of the paid period. In that case the Operator ends the Partner's access to the Service and the publication of the Venue page and refunds the part of the fee proportional to the full days remaining in the paid period after it ends, less the expenses actually incurred. The demand is sent under clause 8.6. Ending access has the consequences set out in clause 6.5.1.

8.4. Amounts charged by mistake are refunded in full. Mistaken charges include, in particular: a second charge for the same period; a charge made after the Subscription was cancelled or the card was unlinked; a charge exceeding the fee in effect on the date of the charge.

8.5. If the Service is unavailable for more than twenty-four consecutive hours for reasons within the Operator's control, the Operator, at the Partner's request, extends the paid period by the time of unavailability or refunds the part of the fee proportional to that time. Scheduled maintenance announced in advance (clause 9.2) and force majeure (Section 14) are not such cases.

8.6. A refund request is sent to the Operator at support@naya.kz or through the contact details in Section 17. The request states the Venue, the date and amount of the charge, and the reason for the refund. The Operator reviews the request and notifies the Partner of its decision within ten calendar days of receipt.

8.7. Refunds are made in tenge to the same bank card that was used for payment — the payment systems' rules do not allow any other way. No refunds are made in cash, to a third party's account or to another card. If a refund to that card is impossible for reasons beyond the Operator's control (the card account is closed, the card was not reissued), the Operator refunds the money in another way agreed with the Partner. The Operator initiates the refund within three business days of the decision; the time for the funds to arrive is set by the card-issuing bank and may be up to thirty calendar days.

8.8. If the Operator terminates the contract unilaterally on the grounds in clause 13.5, the fee for the unused part of the paid period is refunded less the expenses actually incurred by the Operator and the losses caused by the breach.

9. Operator's obligations

9.1. The Operator undertakes to keep the Service working and to fix identified faults within a reasonable time.

9.2. The Operator may carry out maintenance and technical work that temporarily suspends access to the Service, giving advance notice where possible.

9.3. The Operator may change the set and design of the Service's functionality, provided this does not make it impossible to use the Service for its intended purpose.

9.4. The Operator sends Users and Partners messages about Bookings made and about the Subscription status. Such messages can be turned off; the Operator is not responsible for the consequences of not receiving information the recipient has chosen not to receive.

10. Liability

10.1. The Service is provided "as is". The Operator does not guarantee uninterrupted or error-free operation of the Service, or that it meets the subjective expectations of the User or the Partner.

10.2. Messages are delivered with the help of telecom operators and messaging services. The Operator is not responsible for delays or failures in delivery caused by such parties, by the recipient's device settings or by the recipient not having the relevant app. Booking details are always available in the Account.

10.3. The Operator compensates the Partner only for actual damage caused by a breach of obligations under this contract.

10.4. The Operator does not compensate lost profits or indirect losses, including income lost from Bookings that did not take place.

10.5. The Partner is responsible for the quality, scope, safety and timeliness of the service and for its compliance with the law. Claims concerning the service itself are made by the User to the Partner.

10.6. The Partner is responsible for the accuracy of the information it places and compensates the Operator for losses arising from third-party claims caused by the Partner placing inaccurate information or materials to which the Partner does not hold the rights.

10.7. The limitations of liability in this Section apply to the extent permitted by the laws of the Republic of Kazakhstan, including consumer protection law.

11. Personal data

11.1. Personal data is processed in accordance with the Law of the Republic of Kazakhstan No. 94-V of 21 May 2013 "On Personal Data and Their Protection" and the Privacy Policy, which is an integral part of these Terms.

11.2. With respect to Users' personal data, the Operator and the Partner act as independent processors. Having received information about a User in connection with a Booking, the Partner decides on its own the purposes of further processing and is responsible for it.

11.3. The Partner must not use Users' contact details obtained through the Service to send advertising without the consent of the person concerned.

11.4. How processing stops and data is deleted is described on the data deletion page.

11.5. By uploading information about its clients to the Service, the Partner confirms that it has a lawful basis for processing it, including transfer to the Operator, and is responsible for its lawfulness and accuracy. The Operator processes such information only to provide the Service to the Partner and does not contact these persons on its own behalf.

11.6. If a person has deleted their account in the Service, the Operator keeps a fingerprint of their phone number (a hash with a secret key; the number itself is not stored in it) and does not allow bulk messages to that number through the Service, including when information about that person is uploaded by a Partner.

11.7. The Partner may keep notes about its clients in the Service, including attaching photos to them. With respect to personal data in such notes, the Partner decides on its own the purposes and manner of processing (clause 11.2), and the Operator processes it on the Partner's instructions — only to store it and show it to the Partner and its staff — and does not show it to the User it is about. The Partner handles the User's requests to access, correct and delete such information; the Service provides an export of notes for this. The Partner is responsible for the content of the notes. If the User deletes their account, the Operator destroys the notes made about them together with the attached photos.

11.8. If the User leaves a review via a link received from a Partner (clause 12.4.1), the Operator passes the User's name and phone number to the Partner together with the review — just as when a Booking is made; clause 11.2 applies to this information. The User confirms the phone number with a code that the Operator sends to them.

12. Intellectual property

12.1. The exclusive rights to the Service, its software code, design, the Naya name and other means of individualization belong to the Operator.

12.2. By placing materials in the Service, the Partner keeps its rights to them and grants the Operator a free non-exclusive right to use them for display on the Venue page, in the catalog, in search results and in information materials about the Service for the period of placement and for a reasonable time after it ends.

12.2.1. If the Partner saves a name or description in the Service in fewer than all of the Service's languages, the Service offers a machine translation of the missing ones. For this, the text is sent to the machine translation provider — Anthropic, PBC (United States of America); only the texts the Partner places about the Venue for the Venue page (names and descriptions of services, sections, options and passes, the description of the Venue) and the Venue's field of activity are sent. Users' personal data and Booking details are not sent. The translation is a suggestion and is published only after the Partner reviews and confirms it; the Partner is responsible for the published text under clause 6.7. The Partner does not include personal data of third parties in such texts.

12.3. By posting a review, the User grants the Operator the same right to use the text of the review in the Service.

12.4. The Operator may remove a review that contains insults, personal data of third parties, advertising or knowingly false information.

12.4.1. Review by invitation. A Partner with an active Subscription may get a link in the Service for collecting reviews and send it to people to whom it has provided services, including before connecting to the Service. A review left via such a link is published with the label "By invitation" and counts toward the Venue's rating. A User may leave one review of a Venue by invitation. The Partner and its employees must not leave reviews of their own Venue, including by using other people's phone numbers, must not give or promise any reward for a review or its rating, and must not send the link to people to whom no services were provided. In case of a breach, the Operator may hide the reviews left via the Partner's invitations and stop the Partner from collecting reviews; the Operator's rights under clauses 4.6 and 13.5 remain.

12.5. Copying the Service, automated extraction of data placed in it, and providing access to the Service to third parties for a fee are not allowed.

13. Term, amendment and termination

13.1. The Operator may amend these Terms. The new version is published at naya.kz/terms with its date. The Operator notifies the Partner of changes that materially affect the Partner's rights in the dashboard or by message.

13.2. Using the Service after a new version is published means accepting it. The version in effect on the date of payment applies to a paid period.

13.3. The User may terminate the contract at any time by ceasing to use the Service and requesting deletion of data as described on the data deletion page.

13.4. The Partner may terminate the contract under clause 6.5.

13.5. The Operator may terminate the contract unilaterally in the event of a breach of clauses 4.4, 4.5, 4.6, 6.7, 6.8, 12.4.1 and 12.5.

14. Force majeure

14.1. The Parties are released from liability for failure to perform obligations caused by force majeure, including failures of communication and power networks, failures of providers of computing capacity and message delivery services, actions of government authorities and other circumstances beyond a Party's reasonable control.

15. Dispute resolution

15.1. These Terms are governed by the laws of the Republic of Kazakhstan.

15.2. Before going to court, a Party sends the other Party a written claim. The claim must be reviewed and a reasoned written reply sent within ten calendar days of receipt.

15.3. Claims are sent to the Operator through the contact details in Section 17 or by any other means that identifies the sender.

15.4. If no agreement is reached, the dispute is heard by the court at the Operator's location, unless the law, including consumer protection law, sets a different jurisdiction.

16. Final provisions

16.1. If any provision of these Terms is invalid, the remaining provisions remain valid.

16.2. The Operator's failure to exercise any right does not mean a waiver of it.

16.3. The Partner may not transfer its rights and obligations under this contract to third parties without the Operator's written consent.

16.4. Legally significant messages are sent to the addresses the Parties have provided in the Service and are deemed received once delivered.

16.5. These Terms are drawn up in the Kazakh and Russian languages, both texts having equal legal force.

16.6. Until 3 September 2026, the Operator of the Service was the individual entrepreneur Ryzhkov, IIN 970715301591. From that date, the Operator is NayaIT Solutions LLP, BIN 260940005233, which assumes the Operator's obligations that arose before the transfer. For periods paid before 3 September 2026, the version of the Terms in effect on the date of payment applies (clause 13.2); the scope of the Partner's and the User's rights is not changed by the transfer.

16.7. The Operator may transfer its rights and obligations under this contract to another person in the same group of persons, notifying of this in the dashboard or by message. The terms of service and the Subscription fee do not change as a result of such a transfer.

17. Operator details