Terms & Conditions

Last Updated: 7 August 2026

1. Introduction

Welcome to HairCity.

These Terms & Conditions (“Terms”) govern your use of the HairCity website and your purchase, rental or use of products and services offered by HairCity.

Please read these Terms carefully before using our website, placing an order, making a rental booking or booking a service.

By using the HairCity website or completing a transaction with HairCity, you agree to the terms applicable to that use or transaction.

Nothing in these Terms is intended to exclude, restrict or waive any consumer right or remedy that cannot lawfully be excluded under applicable Zimbabwean law.

ABOUT HAIRCITY

2. Who We Are

HairCity is a Zimbabwe-based human hair business providing products and services that may include:

• Human hair wigs for purchase
• Human hair wigs for rental
• Wig consultations
• Wig installation
• Wig styling
• Wig washing
• Wig revamp
• Wig accessories
• Other related products and services

For purposes of these Terms, “HairCity”, “we”, “us” and “our” refer to the HairCity business entity operating the website and providing the relevant products and services.

Before publication, HairCity's complete legal business information should be inserted in the Contact & Legal Information section at the end of these Terms.

3. Our Website

The HairCity website is:

www.haircity.co.zw

The website allows customers to browse products and services, purchase retail wigs and other products, make eligible rental bookings, book or enquire about services, make payments and access information about HairCity.

ACCEPTANCE OF TERMS

4. Agreement to These Terms

By using the HairCity website, you agree to comply with these Terms to the extent applicable to your use.

When completing a purchase, rental or service booking, additional terms or policies may apply.

These may include:

• Refund & Returns Policy
• Delivery Information
• Payment Options
• Privacy Policy
• Cookie Policy
• Deposits Policy
• Wig Rental Terms & Conditions
• Rental Returns Policy
• Rental Care Guide
• Service-specific terms
• Promotional terms

These documents should be read together where relevant.

5. Specific Terms Take Priority

Some HairCity products and services have additional terms.

For example, a wig rental is governed by both these General Terms & Conditions and the applicable Wig Rental Terms & Conditions.

Where a specific term applying to a particular transaction differs from a general term on this page, the specific transaction term will normally apply to that transaction to the extent permitted by law.

CUSTOMER ELIGIBILITY

6. Legal Capacity

You must have the legal capacity required to enter into the relevant transaction.

Where a customer does not have legal capacity to enter into a transaction independently, the transaction should be completed by or with the involvement of a parent, guardian or other person legally authorized to act where appropriate.

Certain HairCity transactions, particularly rentals of valuable property, may be subject to additional verification requirements.

7. Accurate Information

When placing an order or creating an account, you agree to provide accurate and reasonably complete information.

This may include:

• Name
• Email address
• Telephone number
• Billing information
• Delivery information
• Payment information
• Booking information

You are responsible for correcting important information that changes or is entered incorrectly.

HairCity is not responsible for avoidable delays caused by materially incorrect information supplied by the customer, subject to applicable law.

CUSTOMER ACCOUNTS

8. HairCity Accounts

Certain website functionality may allow or require you to create a customer account.

You are responsible for maintaining the confidentiality of your account login information.

Do not knowingly allow unauthorized persons to access your account.

9. Account Security

If you believe your HairCity account has been accessed without authorization, contact HairCity promptly.

HairCity may temporarily restrict access to an account where reasonably necessary to investigate suspected unauthorized activity or protect the customer or website.

10. Account Information

You are responsible for keeping important account information reasonably current, including:

• Email address
• Mobile number
• Billing address
• Delivery information

PRODUCTS

11. Product Information

HairCity aims to provide clear and reasonably accurate information about its products.

Product information may include:

• Hair origin or classification
• Hair type
• Texture
• Length
• Density
• Colour
• Lace type
• Lace size
• Lace construction
• Cap construction
• Wear method
• Other relevant attributes

Customers should review the applicable product page before purchasing.

12. Human Hair Variations

Human hair is a natural product.

Reasonable variations may occur between individual wigs, including variations in:

• Colour tone
• Texture
• Curl or wave pattern
• Strand characteristics
• Movement
• Appearance after styling

Such minor natural variations do not necessarily constitute a product defect.

This does not affect a customer's rights where a product materially fails to correspond with its description or applicable quality requirements.

13. Product Images

We aim to display products as accurately as reasonably possible.

However, appearance may vary because of factors such as:

• Lighting
• Photography
• Styling
• Screen settings
• Device displays
• Natural hair variation

Images are therefore intended to provide a reasonable representation of the product rather than guarantee insignificant visual characteristics that may naturally vary.

14. Product Availability

All products are subject to availability.

Placing a product in your cart does not necessarily reserve it.

If a product becomes unavailable after an order has been placed, HairCity will contact you and provide appropriate options.

PRICING

15. Product Prices

HairCity aims to display applicable product prices clearly.

Prices may change from time to time because of factors such as:

• Supplier pricing
• Exchange rates
• Import costs
• Freight
• Duties
• Operating costs
• Promotions
• Market conditions

A price change will not ordinarily alter the price of an already concluded transaction except where permitted by law or agreed with the customer.

16. Pricing Errors

Despite reasonable efforts, a pricing or website error may occasionally occur.

Where an obvious material pricing error is identified before fulfilment, HairCity will contact the customer and explain the available options rather than silently charging a different amount.

HairCity will not debit an additional amount without appropriate authorization.

17. Additional Charges

Depending on the transaction, the total amount payable may include:

• Product price
• Rental fee
• Refundable security deposit
• Delivery
• Selected services
• Other applicable charges

Customers should review the complete checkout total before placing an order.

ORDERS

18. Placing an Order

When you submit an order through HairCity, you are requesting to purchase, rent or book the products or services shown in your order.

An automated acknowledgement that an order has been received does not necessarily mean every aspect of the transaction has been finally accepted.

HairCity may need to confirm matters such as:

• Payment
• Stock availability
• Rental availability
• Delivery details
• Service availability
• Fraud or security checks

19. Order Confirmation

Once the applicable order requirements have been satisfied, HairCity will provide the appropriate confirmation.

Customers should check confirmation information carefully and promptly report significant errors.

20. Refusal or Cancellation of an Order

HairCity may decline or cancel an order where there is a legitimate reason, including circumstances such as:

• Product unavailability
• Rental unavailability
• Unresolved payment failure
• Material pricing error
• Suspected fraud
• Incorrect or insufficient information
• Inability to deliver to the specified destination
• Another circumstance making fulfilment reasonably impossible

Where HairCity cancels a paid order, amounts properly due back to the customer will be handled in accordance with applicable law and HairCity's refund policies.

PAYMENT

21. Payment Options

HairCity accepts available payment methods that may include:

• Supported local debit and credit cards
• Supported international debit and credit cards
• Supported local mobile money
• Direct bank transfer

Online card and mobile money payments may be processed through Paynow.

Available methods will be shown during checkout.

22. Paynow Payments

Where Paynow is selected, payment information is processed through the applicable payment infrastructure.

HairCity does not normally need to receive or store your complete card number, card PIN, mobile money PIN or online banking password.

Customers should never send confidential banking credentials to HairCity through WhatsApp, email or other customer-support channels.

23. Direct Bank Transfer

Customers may pay directly into HairCity's applicable bank account where bank transfer is available.

Bank details will be displayed during checkout and/or included with the applicable order confirmation information.

Where possible, use your HairCity order number as the payment reference.

An order paid by bank transfer may remain pending until payment has been received and verified.

24. Payment Failure

If payment fails, the order may remain unpaid or incomplete.

HairCity is not required to dispatch goods, release rental property or perform prepaid services until the applicable payment requirements have been satisfied.

25. Fraud Prevention

HairCity may carry out reasonable checks intended to protect customers and the business against fraud.

A transaction may be delayed or subject to additional verification where legitimate concerns arise.

RETAIL WIG PURCHASES

26. Retail Wig Ownership

When you purchase a retail wig and the transaction is successfully completed, the product is sold to you rather than rented.

Applicable ownership and risk issues are subject to the transaction, delivery arrangements and applicable law.

27. Inspect Before Altering

Customers should inspect purchased wigs promptly before making permanent alterations.

Where reasonably possible, check the product before:

• Cutting lace
• Cutting the hair
• Colouring
• Bleaching
• Washing
• Chemically treating
• Permanently customizing

If you believe the wrong product has been supplied or there is a defect, contact HairCity promptly.

28. Returns & Refunds

Retail returns, exchanges, cancellations and refunds are governed by HairCity's Refund & Returns Policy and applicable consumer law.

Nothing in these Terms removes a statutory remedy available for defective, incorrectly supplied or otherwise non-compliant goods.

WIG RENTALS

29. Rental Transactions

Rental wigs remain HairCity property.

Rental customers receive temporary possession and use of the wig for the agreed rental period.

All wig rentals are additionally governed by HairCity's Wig Rental Terms & Conditions.

30. Rental Security Deposits

HairCity may require a refundable security deposit.

The deposit is separate from the rental fee and is handled according to the applicable rental agreement and Deposits Policy.

31. Rental Care

Customers must take reasonable care of rental wigs and follow HairCity's Rental Care Guide.

Permanent alterations are prohibited unless expressly authorized by HairCity.

32. Rental Returns

Rental wigs and required rental items must be returned by the agreed deadline.

Please review HairCity's Rental Returns Policy and Wig Rental Terms & Conditions for complete requirements.

HAIRCITY SERVICES

33. Services

HairCity may provide services including:

• Consultations
• Wig installation
• Wig styling
• Wig washing
• Wig revamp
• Other wig-related services

Service availability, pricing and requirements may vary.

34. Service Results

HairCity aims to provide professional services appropriate to the wig and requested result.

However, the result achievable with a particular wig can depend on factors including:

• Original hair quality
• Wig condition
• Previous chemical processing
• Hair length
• Density
• Lace construction
• Cap construction
• Previous damage
• Requested style

Reference images may be used to understand the customer's desired result but do not guarantee an identical outcome.

35. Third-Party Wigs

HairCity may accept suitable wigs purchased from other businesses for selected services.

Because HairCity cannot verify the manufacturing quality, treatment history or condition of every third-party wig, the wig may require assessment before service.

HairCity may recommend a different service or decline work where there is a reasonable risk that the requested treatment would cause significant damage.

36. Service Appointments

Where an appointment is required, customers should arrive or make the wig available according to the booking arrangements.

Late arrival may reduce the time available or require rescheduling where the service cannot reasonably be completed.

Applicable cancellation or rescheduling conditions will be communicated where relevant.

DELIVERY

37. Delivery

HairCity offers delivery according to the destinations and methods available at checkout or otherwise confirmed with the customer.

Delivery charges may depend on:

• Destination
• Courier
• Package
• Delivery method
• Urgency
• Other logistical factors

Please review our Delivery Information page for further details.

38. Delivery Estimates

Delivery estimates are provided in good faith.

Unexpected courier, transport, weather, infrastructure or other circumstances may occasionally affect delivery.

HairCity will take reasonable steps to assist where a delivery problem occurs.

39. Correct Delivery Information

Customers must provide accurate delivery information.

Where a delivery fails because materially incorrect information was supplied, reasonable additional delivery costs may apply where appropriate.

40. Inspecting Delivered Goods

Customers should inspect delivered products promptly.

If the package appears materially damaged, an item is missing or the wrong product has been supplied, contact HairCity as soon as reasonably possible.

RETURNS, REFUNDS & CANCELLATIONS

41. Refund & Returns Policy

HairCity's Refund & Returns Policy explains the procedures applicable to retail returns, eligible exchanges, cancellations and refunds.

That policy forms part of these Terms where applicable.

42. Consumer Rights

Nothing in these Terms or HairCity's other policies is intended to eliminate rights or remedies that consumers have under mandatory Zimbabwean law.

43. Rental Returns Are Different

Returning a rental wig at the end of the rental period is not the same as returning a retail product for a refund.

The rental wig remains HairCity property throughout the rental.

Rental returns are governed by HairCity's Rental Returns Policy and Wig Rental Terms & Conditions.

PROMOTIONS & DISCOUNTS

44. Promotions

HairCity may offer promotions, discount codes, bundles or special pricing from time to time.

Promotions may be subject to:

• Start and end dates
• Product exclusions
• Rental exclusions
• Minimum spend
• Usage limits
• Customer eligibility
• Stock or rental availability
• Other disclosed promotional conditions

45. Discount Codes

Unless expressly stated otherwise:

• Discount codes cannot necessarily be combined.
• A code may apply only to selected products or services.
• Codes may have expiry dates.
• Codes may be limited to one use per customer or order.
• A discount may not apply retrospectively to a completed transaction.

46. Pricing Promotions & Rental Deposits

A discount on a rental fee does not automatically reduce the refundable security deposit.

Rental deposits protect the underlying rental asset and are separate from promotional rental pricing unless expressly stated otherwise.

REVIEWS & CUSTOMER CONTENT

47. Reviews

HairCity may allow customers to submit product or service reviews.

Reviews should reflect genuine experiences and should not contain unlawful, abusive, fraudulent, misleading or irrelevant content.

48. Photographs & Other Content

Where you voluntarily provide HairCity with photographs, styling references or other material for the purpose of receiving a service or recommendation, HairCity may use that material for the purpose for which it was supplied.

HairCity will not treat the private submission of a customer's identifiable photograph as automatic permission to publish it for marketing.

Appropriate permission will be obtained where required before identifiable customer content is used publicly.

WHATSAPP & CUSTOMER SUPPORT

49. WhatsApp Support

HairCity may provide customer support through WhatsApp.

Customers may use this channel for matters such as:

• Product enquiries
• Rental assistance
• Order support
• Service enquiries
• Delivery questions
• Rental-care guidance

Do not send passwords, PINs or complete payment-card information through WhatsApp.

50. Response Times

HairCity aims to respond to customer enquiries as promptly as reasonably possible.

References to convenient or extended WhatsApp support should not be interpreted as a guarantee of an immediate human response at every hour unless HairCity expressly offers such a service.

WEBSITE USE

51. Permitted Use

You may use the HairCity website for lawful personal and commercial interactions with HairCity.

You must not knowingly:

• Interfere with website operation
• Attempt unauthorized access
• Introduce malicious software
• Circumvent website security
• Use automated systems in a way that materially disrupts the website
• Commit fraud
• Impersonate another person
• Use the website for unlawful purposes

52. Website Availability

HairCity aims to keep its website available and functional.

However, uninterrupted access cannot be guaranteed.

The website may occasionally be unavailable because of:

• Maintenance
• Updates
• Technical failures
• Hosting problems
• Security incidents
• External service interruptions

HairCity may suspend access where reasonably necessary to maintain or protect the website.

53. Website Errors

HairCity aims to maintain accurate website information but occasional errors may occur.

If you identify an apparent error relating to pricing, product information, availability or another important matter, please contact HairCity.

INTELLECTUAL PROPERTY

54. HairCity Content

Unless otherwise stated, content created or owned by HairCity on the website may include:

• Brand elements
• Logos
• Product photography
• Graphics
• Written content
• Page layouts
• Guides
• Marketing materials
• Original website content

Such material may be protected by applicable intellectual-property laws.

55. Use of HairCity Content

You may view HairCity website content for ordinary personal shopping and informational purposes.

You may not reproduce, commercially exploit, republish or falsely represent HairCity-owned content as your own without permission where such permission is legally required.

56. Third-Party Rights

Some names, logos, payment marks, technologies and other content displayed on the website may belong to third parties.

Their inclusion does not transfer ownership of those rights to HairCity or the customer.

THIRD-PARTY SERVICES

57. External Providers

HairCity may rely on third parties to provide services such as:

• Payment processing
• Delivery
• Website hosting
• E-commerce functionality
• Rental functionality
• Communications
• Analytics
• Security

HairCity remains responsible for its own obligations to customers as required by applicable law.

58. External Links

The HairCity website may contain links to external websites.

HairCity does not control independent third-party websites and is not responsible for their content, availability or privacy practices.

Customers should review the applicable terms and privacy information of external services they choose to use.

PRIVACY & COOKIES

59. Privacy

HairCity processes personal information in connection with orders, rentals, services, customer accounts, support, delivery and website operation.

Please review our Privacy Policy for further information.

60. Cookies

HairCity may use cookies and similar technologies for website functionality, analytics, preferences, security and other purposes.

Please review our Cookie Policy for more information and available choices.

RESPONSIBILITY & LIABILITY

61. HairCity's Responsibilities

HairCity aims to:

• Describe products accurately
• Process orders responsibly
• Provide services with appropriate care
• Protect customer information
• Handle legitimate complaints fairly
• Comply with applicable consumer obligations

62. Customer Responsibilities

Customers are responsible for:

• Providing accurate information
• Reviewing product details
• Reviewing order totals
• Following product-care instructions
• Following rental requirements
• Returning rental property on time
• Protecting account credentials
• Using products and services responsibly

63. Liability

Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by law.

To the extent permitted by applicable law, HairCity will not be responsible for losses that are not reasonably attributable to a breach by HairCity or that arise from customer misuse, unauthorized alterations, failure to follow reasonable instructions or circumstances for which HairCity is not legally responsible.

Any limitation in these Terms must be interpreted subject to applicable consumer law.

64. No Exclusion for Gross Negligence or Mandatory Rights

Nothing in these Terms should be interpreted as excluding liability for gross negligence, fraud or another liability that cannot legally be excluded or limited.

EVENTS OUTSIDE REASONABLE CONTROL

65. Exceptional Circumstances

Occasionally, circumstances outside reasonable control may prevent or delay fulfilment.

These may include significant:

• Transport disruptions
• Courier interruptions
• Natural events
• Infrastructure failures
• Government restrictions
• Widespread service interruptions
• Other exceptional circumstances

Where this happens, HairCity will take reasonable steps to communicate with affected customers and seek an appropriate solution.

COMPLAINTS & DISPUTES

66. Contact Us First

If you have a problem with a HairCity product, rental, service, payment or delivery, please contact us.

Provide relevant information such as:

• Name
• Order or booking number
• Description of the issue
• Relevant photographs
• Payment or delivery information where appropriate

We will review the matter and seek a fair resolution.

67. Consumer Remedies

Nothing in these Terms prevents a customer from exercising a right to approach an appropriate consumer-protection authority, dispute-resolution mechanism or court where legally entitled to do so.

GOVERNING LAW

68. Zimbabwean Law

These Terms are governed by the laws of Zimbabwe.

Any dispute concerning these Terms or a HairCity transaction will be handled according to applicable Zimbabwean law, subject to any mandatory consumer jurisdiction or other legal rights that apply.

CHANGES TO THESE TERMS

69. Updates

HairCity may update these Terms from time to time to reflect:

• Changes to our business
• New products or services
• Website changes
• Payment changes
• Operational changes
• Legal or regulatory requirements

The date at the top of this page indicates when the Terms were last updated.

70. Terms Applicable to Existing Transactions

Unless required by law or agreed with the customer, a later change to these Terms should not retrospectively replace material contractual terms that applied to an already concluded transaction.

HairCity should maintain appropriate records of the terms applicable when significant transactions are concluded.

SEVERABILITY

71. Invalid or Unenforceable Terms

If a provision of these Terms is found to be unlawful, invalid or unenforceable, the remaining provisions will continue to apply to the extent legally possible.

Any affected provision should be interpreted or limited only to the extent necessary to comply with applicable law.

NO WAIVER

72. Failure to Enforce a Term

If HairCity does not immediately enforce a contractual right in a particular circumstance, this does not necessarily mean that the right has permanently been waived.

This provision does not limit any consumer right or remedy.

ENTIRE TRANSACTION TERMS

73. Related Policies & Agreements

Depending on the transaction, these Terms should be read together with the applicable HairCity policies, including:

• Privacy Policy
• Cookie Policy
• Refund & Returns Policy
• Delivery Information
• Payment Options
• Deposits Policy
• Wig Rental Terms & Conditions
• Rental Returns Policy
• Rental Care Guide
• Rental Pricing
• Rental FAQs
• How Wig Rental Works
• Applicable service terms
• Applicable promotional terms

The specific product, rental or service information presented during checkout may also form part of the applicable transaction.

CONTACT & LEGAL INFORMATION

74. Contact HairCity

If you have questions about these Terms or a HairCity transaction, please contact us.

Trading Name: HairCity

Legal Business Name: [INSERT REGISTERED LEGAL NAME]

Legal Status: [INSERT – e.g. Private Limited Company]

Company/Business Registration Number: [INSERT]

Place of Registration: Zimbabwe

Physical Business Address: [INSERT]

Address for Service of Legal Documents: [INSERT]

Website: www.haircity.co.zw

Email: [INSERT OFFICIAL EMAIL ADDRESS]

Telephone / WhatsApp: [INSERT OFFICIAL NUMBER]

Where HairCity belongs to an applicable accreditation, industry or self-regulatory body, the relevant details should also be disclosed where required.

BEFORE YOU PLACE AN ORDER

Please make sure you:

1. Review the product, rental or service description.

2. Check the applicable price and additional charges.

3. Check your delivery information.

4. Review the applicable payment method.

5. Read the Refund & Returns Policy where relevant.

6. Read the Wig Rental Terms if renting.

7. Review any refundable security deposit.

8. Review the applicable rental or delivery dates.

9. Contact HairCity if anything is unclear.

10. Only complete the transaction once you understand the applicable terms.

Questions?

We want you to understand the terms of your HairCity transaction before you commit to it.

If anything is unclear, contact HairCity Support before completing your order or rental booking.

HairCity
Premium Human Hair. Beautifully You.

These Terms & Conditions are intended to operate subject to applicable Zimbabwean law. Nothing in them is intended to exclude, restrict or waive a statutory consumer right or remedy that cannot lawfully be excluded.