Wallet holder terms & conditions

This Agreement applies when you (“you” or “Wallet Holder”) create or use a Treatment Wallet offered by a salon or clinic ("Service Provider") using the Treatment Wallet Platform ("aglow", "we", "us").

By creating or using a Treatment Wallet, you and aglow (“aglow, “we”, “us”) agree to the terms set out below.

1. Definitions

In these terms:

"aglow" means aglow [full legal entity name], the provider of the Treatment Wallet Platform.

“Balance Management Fee” means a fee charged by aglow when a Treatment Wallet is dormant pursuant to clause 11 to cover aglow’s ongoing costs of maintaining the wallet and underlying card infrastructure. 

“Closure Event” means any of the following:

• Permanent closure of the Service Provider; 
• Deemed permanent closure of the Service Provider by aglow, which includes the Service Provider failing to respond to aglow for 30 days, aglow receiving credible reports from Wallet Holders that the Service Provider is no longer operating, or a temporary closure lasting more than four weeks.

"Contribution" means a scheduled payment made by a Wallet Holder to their Treatment Wallet in accordance with their elected amount and frequency which accumulates as their Wallet Balance.

“Digital Card” means the digital prepaid card issued by Vault Payment Solutions in your name, through which you access and redeem your Wallet Balance.

“Member Service Fee” means the fee charged by aglow in connection with each top-up made by a Wallet Holder, calculated as a percentage of the top up amount as published on aglow’s website and notified during onboarding and payable regardless of payment method used.

“Perks” means additional benefits, rewards or incentives offered by the Clinic to Wallet Holders as part of the Treatment Wallet, in accordance with this Agreement. Wallet perks are a core component of the Treatment Wallet and are promoted to Wallet Holders through aglow's approved promotional materials.

"Treatment Wallet" means the product that allows Wallet Holders to make regular Contributions that accumulate as a spendable balance, redeemable for treatments and products at their Clinic, issued by Vault Payment Solutions and made available via the Treatment Wallet Platform. The Treatment Wallet is not a pre-purchase of specific treatments, a package or bundled entitlement, a guarantee of treatment, or a credit or BNPL product.

“Treatment Wallet Platform” means aglow’s online platform through which a Service Provider may offer the Treatment Wallet product to their clients, and includes:

• Contribution scheduling and administration; 
• administering Wallet Holder balance and refunds; 
• administering payments to Service Provider; 
• Wallet Holder account management and Wallet Holder support. 

“Vault Payment Solutions” means Vault Payment Solutions Group Pty Ltd (ABN 66 632 373 105), an authorised representative of EML Payment Solutions Limited (“EML”) (authorised representative number 1294892) and is authorised by EML to arrange for the issue of the Digital Card provided with the Treatment Wallet. When providing financial services in relation to the Card, Vault Payment Solutions acts on behalf of EML.

"Wallet Balance" means the accumulated funds held on behalf of a Wallet Holder by Vault Payment Solutions Limited at any given time. Wallet balances do not expire, and the Wallet Holder may pause contributions at any time.

"Wallet Holder" means you, a client of a Service Provider who has created a Treatment Wallet through the Treatment Wallet Platform.

2. Our respective roles

2.1 Our responsibility to supply of the Treatment Wallet Platform

aglow will provide the Treatment Wallet Platform on the terms of this Agreement, and subject to the following conditions.

• To the fullest extent permitted by law, the Treatment Wallet Platform is provided on an 'as is' basis without warranty of merchantability, fitness for purpose, or uninterrupted or error-free access.
• We may, at our sole discretion, update or modify features of the Treatment Wallet Platform, or discontinue non-essential features.
• aglow has no involvement in, or responsibility for, any products or services supplied by the Service Provider. 

You acknowledge and agree that:

• We are not responsible for the performance or availability of products supplied by Vault Payment Solutions. 
• aglow does not provide financial advice or financial services in connection with the Treatment Wallet. Financial services relating to the Treatment Wallet are provided by Vault Payment Solutions. You should consider whether this product is appropriate for your personal circumstances.

You acknowledge and agree that your Service Provider is solely responsible for:

• all consultations, treatments, services, and retail products;
• determining whether any treatment is clinically appropriate; and
• treatment outcomes, availability, pricing, and quality.

2.2 Your responsibility using the Treatment Wallet Platform

As conditions of accessing and using the Treatment Wallet and Treatment Wallet Platform, you must:

• enter into, and comply with, with the Vault Payment Solutions card terms applicable to your Treatment Wallet, including completing any identity verification requirements; 
• ensure your nominated payment method remains valid and has sufficient funds for scheduled contributions; 
• keep your account and contact details up to date by notifying aglow of any changes; 
• maintain a compatible device and operating system to access the Treatment Wallet Platform; 
• not use your Treatment Wallet for any unlawful purpose; 
• keep your app login credentials secure and notify aglow immediately if you suspect unauthorised access to your account.

3. Clinical independence & safety

3.1 Clinical discretion

You acknowledge and agree that all clinical decisions are made independently by the treating practitioner engaged by the Service Provider, who may decline, defer, or modify any treatment at any time for clinical reasons regardless of your Wallet Balance, and that your Wallet Balance does not guarantee access to any specific treatment.

3.2 Clinical unsuitability

You acknowledge and agree that if, during consultation, a licensed practitioner determines that a restricted or prescription-only treatment is not clinically appropriate for you:

• where your chosen Service Provider offers alternative treatments, unrestricted services, or retail products, you may use your Wallet Balance for those alternatives; or
• if no suitable alternative treatments, services, or retail options are available at your chosen Service Provider, you may request a refund of your Wallet Balance by emailing aglow at support@getaglow.co.

This safeguard exists to ensure that clinical decisions are never influenced by financial considerations, while allowing flexibility where appropriate alternatives are available.

4. Contributions, fees & payments

4.1 Contribution amounts

You may make Contributions:

• weekly, fortnightly, or monthly; and
• in amounts between $5 and $500 per week (or equivalent).

Contribution amounts and frequency are shown before you confirm your Treatment Wallet.

4.2 Member service fee

A Member Service Fee may apply to Treatment Wallet contributions.

Your Service Provider determines whether this fee is:

• absorbed by the Service Provider; or
• passed on, in whole or in part, to you as the Wallet Holder.

Any service fee payable by you will be disclosed via the Treatment Wallet sign up before you activate your Treatment Wallet.

4.3 Changes to your fee arrangement

If Member Service Fee payable by you changes – aglow will give you at least 30 days' written notice before the change takes effect.

You are not obligated to accept a fee change. If you choose not to accept:

• your contributions will be stopped; and your remaining Wallet balance will stay available to spend with your Service Provider.

To notify us that you don't accept a fee change, contact support@getaglow.co within the notice period.

4.4 Payment authorisation

By creating a Treatment Wallet, you authorise aglow and its payment providers to debit your nominated payment method for scheduled contributions.

You may update your payment details at any time by contacting support@getaglow.co.

4.5 Failed payments

If a contribution payment fails:

• no Contribution will be added to your Wallet for that payment cycle;
• no penalties or fees apply; and
• the next scheduled Contribution will be attempted as normal.

A failed payment may affect how quickly your Wallet Balance accumulates but will not suspend or cancel your Treatment Wallet.

5. Managing your Wallet

You may, at any time:

• adjust your contribution amount;
• change your contribution frequency; or
• pause or resume contributions.

To make any of these changes, please contact support@getaglow.co.

Wallet Balances do not expire.

Identity verification may be required in certain circumstances. See clause 9.

6. Using Wallet funds

You may redeem your Wallet Balance for any products or services offered by your chosen Service Provider, including:

• appointment deposits;
• consultations;
• treatments;
• retail products; and
• online purchases, where enabled by the Service Provider.

Wallet funds may only be used with your chosen Service Provider and cannot be used elsewhere.

7. Refunds 

You may access a refund of your Wallet Balance only in accordance with this clause. 

Except where you are entitled to a refund by law, we may charge a reasonable fee for administering a refund or transfer of your Wallet Balance, which we will disclose in advance.

You must make all refund requests by email to support@getaglow.co.

7.1 No change-of-mind refunds

Your Wallet Balance or Contributions are not refundable due to:

• change of mind;
• convenience; or
• buyer's remorse.

7.2 Hardship, relocation & exceptional circumstances

aglow may administer a refund of your Wallet Balance, in cases where it is reasonably satisfied that there is genuine hardship or exceptional circumstances, including:

• medical injury or illness;
• financial hardship;
• domestic or family violence; or
• permanent relocation to a location where attending your chosen Service Provider is no longer reasonably practicable.

Where relocation applies and you are unable to use your full Wallet Balance before moving:

• we may request reasonable evidence of your relocation;
• you may request to transfer your remaining Wallet Balance to another aglow-enabled service provider in your new location and we may charge a reasonable fee to administer the transfer, which will be disclosed in advance; or
• you may request a refund of your remaining Wallet Balance.

7.3 Death of a Wallet Holder

If the Wallet Holder passes away, their estate is entitled to a refund of the remaining Wallet balance, less any applicable fees.

We may request reasonable evidence including:

• a certified copy of the death certificate; and
• a grant of probate or letters of administration confirming the authority of the person making the request.

Once the required documentation has been received and verified, aglow will administer the refund to the estate.

7.4 Service Provider closure

If your Service Provider has a Closure Event:

• you may transfer your Wallet balance to another aglow-enabled provider at no cost; or
• you may request a refund of your remaining Wallet Balance.

If your Service Provider is temporarily closed for less than four weeks, we will notify you and you may pause Contributions for the duration of the temporary closure.

7.5 Refunds required by law

We will administer a refund where you are entitled to a refund by law.  

8. Wallet Perks

You acknowledge and agree that:

• Perks are an optional benefit associated with a Treatment Wallet and are provided at the discretion of your chosen Service Provider. Perks may only be redeemed against non-prescription treatments and retail products. All treatments remain subject to clinical assessment and practitioner discretion.
• Perks are available only while you are actively making Contributions – Perk access  will be paused if Contributions are paused; and
• Perks may be updated, changed, or withdrawn by the Service Provider from time to time with 30 days written notice or on any specified end date.

9. Identity verification (KYC)

You acknowledge and agree that:

• you will comply with any identity verification (KYC) required by Vault Payment Solutions in relation to the Treatment Wallet; and
• if you do not complete any required KYC, your ability to use the Treatment Wallet may be restricted until KYC is complete. 

10. Cancelling your Treatment Wallet

10.1 Cancellation requests

You may request to cancel your Treatment Wallet at any time by contacting support@getaglow.co.

10.2 Cancellation Process

• If your Wallet Balance is zero at the time of cancellation, your Treatment Wallet account will be closed immediately.
• If you have a remaining Wallet Balance at the time of cancellation, your Treatment Wallet account will be closed, however your remaining Wallet Balance will be retained and may continue to be used for eligible purchases in accordance with these Terms until the balance is exhausted.
• Where a Treatment Wallet has been cancelled and a Wallet Balance remains, the Dormancy provisions set out in clause 11.2 will apply after a period of 12 months of inactivity

We will confirm your cancellation in writing. Your account data will be retained only to the extent required to satisfy mandatory record-keeping obligations under applicable card scheme rules and financial services regulations. Personal data not required for these purposes will be handled in accordance with our Privacy Policy.

10.3 Cancellation administration fee

We may charge a reasonable fee for administering your cancellation request, which will be disclosed in advance. 

11. Inactive, dormant and abandoned Treatment Wallets 

11.1 Inactive Treatment Wallets

Where a Treatment Wallet has been inactive for six months, aglow will email you notifying you of your Wallet Balance, the period of inactivity, and your options to pause or change Contributions.  

11.2 Dormant Treatment Wallets

A Treatment Wallet is considered dormant when there has been no Contribution activity or no spending for 12 consecutive months.

If the Treatment Wallet becomes dormant:

• aglow will pause your Contributions;
• aglow will contact you to notify you of the dormancy and pause on Contributions, your option to pause or change Contributions, and the application of a Balance Management Fee while your Treatment Wallet remains dormant; and 
• aglow will deduct a Balance Management Fee of 1% of the remaining Wallet Balance per month. 
• The Balance Management Fee will continue to apply for as long as the Treatment Wallet remains dormant, or if the Wallet Balance reaches zero we will automatically close your Treatment Wallet and notify you.

11.3 Abandoned Wallets

A Treatment Wallet will be considered abandoned where there has been no contribution and no spending for five years from the date of the last contribution or redemption, whichever occurred later.

Before determining abandonment, aglow will make documented attempts to contact you by email, including notifications at 12, 24, 36 and 48 months of inactivity, and monthly email contact attempts in the final 12 months before the five-year threshold is reached.

Having exhausted these contact attempts without response, aglow will determine the Wallet to be abandoned and will

• apply an abandonment fee of up to 5% of the remaining Wallet balance, reflecting aglow's documented cost basis (including load fees absorbed and foregone redemption fees); and
• release the net remaining balance to your chosen Service Provider, and close your Treatment Wallet.

12. Suspension & termination by aglow

12.1 Term

This agreement continues until cancelled pursuant to clause 10 or terminated pursuant to this clause.

12.2 Suspension and termination by aglow

aglow may suspend access to a Treatment Wallet or terminate this agreement (at its discretion) where there is reasonable evidence of:

• fraud or attempted fraud;
• misuse of the Treatment Wallet, which in aglow’s reasonable judgment threatens the security or integrity of the Treatment Wallet or Treatment Wallet Platform;
• provision of false or misleading information in relation to the Treatment Wallet; 
• breach of any material term of this Agreement; or
• if your agreement with Vault Payment Solutions is terminated.

Where aglow suspects fraud, misuse of the Treatment Wallet or material breach, it may suspend or terminate the account immediately. 

In all other cases, aglow will provide reasonable notice and an opportunity to remedy the breach before terminating a Treatment Wallet.

12.3 Wallet Balance and investigations

Where aglow proposes suspension or termination under this clause, any remaining Wallet Balance may be withheld pending resolution of any claim arising from the conduct giving rise to the proposed suspension or termination.

12.4 Consequences of termination

On termination of your Treatment Wallet:

• your scheduled Contributions will stop immediately;
• your Digital Card will be deactivated and your payment method deauthorised;
• any remaining Wallet Balance will be handled in accordance with clause 10.2, subject to our withholding right in clause 13.3;
• your account data will be retained only to the extent required by applicable law and card scheme rules, and handled in accordance with our Privacy Policy; and
• any accrued rights and obligations of either party survive termination.

13. Fund safeguarding & Digital Card

You acknowledge and agree that:

• Your Treatment Wallet balance is administered by aglow and managed through regulated prepaid card arrangements provided by Vault Payment Solutions. Your Service Provider does not hold your Wallet Balance.
• Because your funds are held by Vault, a regulated issuer, your Wallet Balance is protected even in the unlikely event that aglow ceases to operate. In that scenario, aglow will work with Vault Payment Solutions to return funds to all Wallet Holders. Vault’s obligations to you as a Wallet Holder continue independently of aglow, and you would be able to access your remaining funds through Vault directly. 
• To use your Wallet for tap-to-pay or online card payments, you may be issued a Digital Card within the aglow app, which will be subject to Vault Payment Solutions’ terms and conditions.

If there is any inconsistency between this Agreement and the Vault Payment Solutions card terms relating to the operation or use of the Digital Card, the Vault Payment Solutions terms will prevail to the extent of the inconsistency.

Email: support@getaglow.co

14. Privacy

We handle your personal information in line with our Privacy Policy.

Clinical records remain the responsibility of your Service Provider.

15. aglow’s liability

To the fullest extent permitted by law:

• aglow’s liability to you is limited to the amount of your Wallet Balance at the time the claim arose;
• aglow excludes liability for the acts or omissions of third parties including without limitation Vault Payment Solutions or your Service Provider, except to the extent aglow caused the liability; 
• aglow excludes liability for any loss arising from unauthorised use of your Digital Card where you have failed to keep your login credentials secure, except to the extent aglow caused the liability; and 
• aglow excludes liability for any indirect or consequential loss, loss of profit, loss of revenue, or loss of data arising under or in connection with this Agreement, except in cases of fraud or wilful misconduct.
  

Nothing in this Agreement limits any rights you have that cannot be excluded or limited under applicable law.

16. Complaints

If you have a complaint relating to your Treatment Wallet – including contribution errors, refund disputes, or any other Treatment Wallet administration matter – please contact aglow in the first instance:

We will acknowledge your complaint within 2 business days and aim to resolve it within 14 business days. If we are unable to resolve your complaint to your satisfaction, we will let you know what further options are available to you.

For complaints relating to the Digital Card (including unauthorised transactions or card-level issues), please refer to the Vault Payment Solutions complaints process outlined in their Product Disclosure Statement, available within the aglow app.

17. Changes to this agreement

We may update these terms from time to time by giving you at least 30 days’ written notice.

Continuing to use your Treatment Wallet after changes take effect means you accept the updated terms.

18. Events outside our control

We will not be liable for any failure or delay in performing our obligations where that failure or delay is caused by circumstances outside our reasonable control, including natural disasters, acts of government, regulatory change, or failure of third party infrastructure or payment systems. We will notify you as soon as practicable and take reasonable steps to minimise the impact on your Treatment Wallet.

19. Governing law

These terms are governed by the laws of New South Wales, Australia. Each party submits to the non-exclusive jurisdiction of the courts of New South Wales.

20. Notices 

Notices under this agreement may be delivered as follows:

• For notices to us: support@getaglow.co
• For notices to you: the email address supplied during onboarding.

For treatment, appointments, or clinical matters: contact your Service Provider directly.