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Customer Terms of Use

Last updated October 19, 2026

These Customer Terms of Use ("Terms") are an agreement between NextUp LLC, a North Carolina limited liability company ("NextUp", "we", "us"), and you, a customer of a business that uses NextUp Walk-in. They cover joining a line, booking, paying, and using your NextUp customer account and the pages and apps we run for that (the "Service"). Businesses that use NextUp Walk-in have their own Terms of Service, which don't apply to you.

By joining a line, booking, paying or signing in, you agree to these Terms. If you don't agree, don't use the Service. You must be at least 13, and if you are under 18 you need a parent or guardian's permission. Our Privacy Policy explains what we collect and why, and our SMS Terms cover text messages.

1. Who does what

NextUp provides software. The business you visit provides the haircut, meal, repair or other service. It sets its own services, prices, hours and policies (including cancellation, no-show and deposit rules), and it is responsible for them. It also sells and honors its own gift cards, memberships, packages, store credit and loyalty rewards, and it is responsible for them: NextUp is not the seller of any of these. Questions or complaints about a service, a price, a refund or a balance go to the business first. Tell the business if something looks wrong; we can help pass it on, but we can't decide it for them.

2. Your account

You can join a line or pay without an account. If you create one, you sign in with an emailed or texted code, or with a sign-in provider such as Google, Apple, Facebook or Microsoft. Give accurate information, keep your sign-in secure, and tell us promptly if you think someone else is using your account. You are responsible for what happens under your account unless you told us about the misuse and we had a reasonable chance to act. You can delete your account at any time from the delete your account page.

3. What you may not do

  • Give false information, or use someone else's name, phone number or email.
  • Join a line or book a time you don't mean to keep, or hold spots for others.
  • Break the law, harass or threaten anyone, or post anything unlawful, hateful or someone else's private information.
  • Try to get into accounts or systems that aren't yours, probe or overload the Service, scrape it, or get around its limits or security.
  • Use the Service to send spam, or to commit fraud, including paying with a card that isn't yours.

We or the business may refuse service, remove you from a line or limit or close your account if you break these rules or put others at risk.

4. Your content

You may be able to post reviews, photos, notes or messages. You keep ownership of what you post. You give the business and NextUp a worldwide, non-exclusive, royalty-free licence to host, copy, display and use it to run the Service and to show it as you posted it (for example, a review on the business's page), until you delete it or your account. You promise you have the right to post it and that it doesn't break the law or anyone's rights. We may remove content that breaks these Terms or the law. We don't promise to review content before it appears.

5. Texts and calls

We send texts only if you agree, as described in the SMS Terms. Message and data rates may apply. Reply STOP to any text to stop it, at any time. Agreeing to texts is never required to join a line, book or buy anything.

6. Payments

Card payments are processed by Stripe, and payments are made to the business you are paying. Stripe's terms apply to the payment, and a payment is also subject to the business's own policies. Tips go to the business and its team. If a payment goes wrong or you want a refund, ask the business. NextUp doesn't make refund decisions for a business. Don't dispute a charge with your bank before you've asked the business, but your rights with your card issuer are not affected.

7. Estimates and availability

Wait times, turn alerts and appointment availability are estimates based on what the business tells us and how its line is moving. Real waits change. Nothing in the Service guarantees you will be seen at a particular time. The business decides who is served and when.

8. No warranties

The Service is provided "as is" and "as available". As far as the law allows, we give no warranties of any kind, express, implied or statutory, including merchantability, fitness for a particular purpose and non-infringement. We don't promise the Service will be uninterrupted, error-free or secure, or that texts, emails or alerts will arrive on time or at all. Some places don't allow some of these limits, so they may not apply to you in full.

9. Limits on our liability

As far as the law allows, NextUp LLC is not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, time or data. Our total liability to you for all claims relating to these Terms or the Service, however caused, is the greater of (a) US $100 or (b) the amounts you paid us directly in the 12 months before the event giving rise to the claim. For most customers, who pay the business and not us, that is $100. The business, not NextUp, is responsible for its own services, staff, prices, products, gift cards, memberships, packages and store credit, and for what happens at its location. These limits also protect NextUp LLC's members, managers, officers, employees and agents. You agree that none of them has any personal liability relating to these Terms or the Service, and that any claim will be brought only against NextUp LLC, except for a claim based on that person's own fraud or willful misconduct. These limits don't apply to liability that the law doesn't allow us to limit, or to our fraud or willful misconduct.

10. Governing law and disputes

These Terms are governed by the laws of the State of North Carolina, without regard to its conflict-of-laws rules. Please contact us first at support@nextupwalkin.com and give us 30 days to try to resolve a dispute informally before starting any claim.

PLEASE READ THIS PARAGRAPH. EXCEPT AS BELOW, YOU AND NEXTUP AGREE THAT ANY DISPUTE ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE WILL BE RESOLVED BY BINDING INDIVIDUAL ARBITRATION, NOT IN COURT, AND THAT YOU GIVE UP THE RIGHT TO A JURY TRIAL AND TO BRING OR JOIN A CLASS, COLLECTIVE OR REPRESENTATIVE ACTION. The arbitration is run by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, before one arbitrator, who applies North Carolina law and these Terms and may award any relief a court could on an individual basis. The Federal Arbitration Act governs this section. For a claim under $10,000 we pay all AAA filing, administrative and arbitrator fees beyond the first $250, and the hearing, if any, is held where you live or by phone or video, as the AAA rules allow. The arbitrator decides whether a claim can be arbitrated, except that a court decides whether the class-action waiver can be enforced. If that waiver cannot be enforced for a claim, that claim goes to court instead and the rest is arbitrated.

  • Small claims. Either of us may bring an individual claim in small claims court if it qualifies.
  • Court for the rest. If this arbitration agreement does not apply or you opt out, disputes go only to the state or federal courts in Onslow County, North Carolina, and you and we both consent to them.
  • One year. To the fullest extent the law allows, a claim must be filed within one (1) year after it accrues, or it is barred.
  • Opt out within 30 days. You can opt out of arbitration by emailing support@nextupwalkin.com within 30 days after you first accept these Terms, with the subject "Arbitration opt-out", your name and the phone number or email on your account, and a statement that you opt out. Opting out changes nothing else in these Terms.

This section also covers claims against NextUp LLC's members, managers, officers, employees and agents, who may enforce it, and it survives if you stop using the Service.

11. General

These Terms, the Privacy Policy and the SMS Terms are the whole agreement between you and us about the Service. If a part is unenforceable, the rest stays in effect. Our not enforcing a right isn't a waiver of it. You may not transfer these Terms; we may transfer them to a successor. We may suspend or end the Service, or your access to it, and your rights under sections 4, 8, 9 and 10 continue afterward.

12. Changes

We may update these Terms. For a material change we will tell you by email or in the Service before it takes effect, and the date above changes. If you keep using the Service after that, you accept the new Terms. A change does not reopen the opt-out in section 10 for a dispute that has already started.

13. Contact

NextUp LLC. Email support@nextupwalkin.com.