Trim customer terms of service

Who you are contracting with

Trim is operated by CATALYST Design Sdn Bhd (SSM registration number 1455613-U), a company incorporated in Malaysia, trading as Trim. In these terms "Trim", "we", "us" and "our" mean that company. "You" and "your" mean the person who holds the Trim account.

When you tick to accept these terms, a contract is formed between you and us on these terms. We record which version you accepted and when.

Who can use Trim

You must be at least 18 years old to hold a Trim account and to agree to these terms.

You must live at an address inside a service area we currently cover. If you are outside our service area you can join our waiting list, which does not create a plan and does not charge you anything.

You may hold only one account, and the phone number on the account must be one you control, because that number is how you sign in.

What Trim is, and who cuts your hair

Trim is a booking and subscription platform. We sell you a plan, we schedule your visits, we take payment, and we stand behind the service.

The person who actually cuts your hair is a self-employed barber who takes work through Trim. Barbers are gig workers under the Gig Workers Act 2025. They are not our employees, and they work under a separate agreement with us that has nothing to do with these terms.

That does not mean we walk away when something goes wrong. Clauses 15, 20, 21 and 22 set out exactly what we are and are not responsible for. We do not ask you to chase the barber yourself.

Your account

Keep your details accurate, especially your address and phone number, because we use them to send a barber to the right home and to reach you about a visit.

Your account is personal to you. Do not let someone else use it to get haircuts that are not covered by your plan.

You must not:

- create more than one account, or use someone else's - make fake bookings, or book in a way meant to game the schedule or the price - copy, scrape, or take data out of the app except as the app itself lets you - impersonate anyone, or use the service to send malware or harm our systems - use Trim to sell something else, or to run a business that is not your own haircut plan

Tell us promptly if you think someone else has access to your account.

Plans, prices and what a cut means

A "cut" means one haircut for one named person on your plan, at your home, during one visit.

Our plans and prices at the date of this version are:

- Single — RM149 for each 30-day cycle, which includes 1 cut - Double — RM249 for each 30-day cycle, which includes 2 cuts - Family — built for your household: RM149 for the first adult, RM119 for each additional adult, and RM99 for each child, per 30-day cycle, with one cut each

All prices are in Malaysian Ringgit. The price you will be charged is always shown in the app before you confirm, and again on your plan screen.

Everyone who is to receive a cut must be named on your plan. A barber may decline to cut someone who is not on the plan.

If you name another adult on a Family plan, you confirm you have their permission to give us their name and to book cuts for them, and that you have told them these terms apply to visits they receive. They can ask us about the data we hold about them, and they can ask to be removed from the plan, by emailing privacy@trim.my or through Support.

There is no travel charge, no distance surcharge, and no expectation of tipping. Stripe's card processing fee is 3% plus RM1 per charge. Trim pays that fee — we do not add it on top. The price on your plan screen is what you pay.

Prices include any service tax that applies. If a tax is introduced or changed by law, we may pass that through from the date the law requires, even if that is sooner than the 30-day price notice in clause 26.

Your 30-day cycle and automatic renewal

Your cycle is 30 days long and starts on the day you join. It is not a calendar month. If you join on the 12th, your cycle ends 30 days later, not at the end of that month.

Trim is a continuing subscription. This is the part we most want you to be clear about:

- We keep your card on file and we charge it automatically at the start of each new 30-day cycle. - We will keep doing that until you cancel or pause. - Your next renewal date and the amount are always shown on your plan screen in the app. - We notify you each time a renewal is charged. - You can cancel at any time, and if you cancel before your cycle ends you will not be charged for the next cycle.

If a renewal payment fails, we will tell you and you will not be able to book new visits until a working card is on file. We may retry the payment. If it keeps failing, we may treat the plan as cancelled at the end of the cycle you have already paid for.

You can remove your card at any time in the app. If you do, your next cycle cannot be charged and your plan will not renew.

How cuts work

Your cuts are allocated at the start of each cycle and are for use during that cycle.

Unused cuts do not roll over. If your cycle ends and you have not used a cut, it lapses, and you do not get it back or get money back for it. We know that is a firm rule, so here is the reason for it: your plan price pays for guaranteed access to a barber and a reserved place in our schedule for that cycle, whether or not you choose to use it.

To make that fair in practice, we do two things. We show you your remaining cuts and your cycle end date in the app at all times, and we let you pause your plan for free at any time under clause 12 if you know you will not use a cut.

On a Family plan, everyone is cut during a single visit, by one barber, in one trip. Family cuts cannot be split across different days or different visits.

Booking a visit

You book in the app and choose from the slots we show you as available.

At the date of this version we ask for at least 12 hours notice to book, and visits run between 9am and 9pm. These are current operating settings rather than fixed promises, because we adjust them as our coverage changes. The settings that apply right now are always shown in the app on the "How Trim works" screen, and the app will not let you book outside them.

You can ask for a particular barber, or let us assign whoever is available. Asking for a particular barber may mean fewer slots to choose from. We cannot guarantee any specific barber.

Changing or cancelling a visit

You can cancel or move a visit in the app up to the cancellation cutoff, which at the date of this version is 2 hours before the visit starts. When you cancel inside that window, the cut goes straight back onto your plan and you can rebook it in the same cycle.

Once you are inside the cutoff, the app closes cancellation, because a barber is already on the way to you or about to leave. If something urgent happens inside that window, contact us. We are not unreasonable about genuine emergencies, and clause 10 explains how we look at these.

If nobody is home

If a barber arrives at the address on your booking, cannot get access or nobody is there, and cannot reach you, the visit counts as completed and the cut is used.

The reason is that the barber has already travelled to you and we pay them in full for that trip. We think it is fairer to be upfront about that than to hide it.

If you believe that outcome is wrong, tell us within 7 days and we will look at it properly, including checking the barber's arrival record. Where the fault was ours or the barber's, or where you had a genuine emergency, we will put the cut back on your plan. That is a real review, not a formality, and we will tell you the outcome in writing.

If we cannot send a barber

If we cannot fill your booking, or we cancel a visit, or the barber does not arrive, the cut goes back onto your plan automatically and you can rebook it. You do not need to ask.

If that happens and there is not enough time left in your cycle to use the cut, contact us and we will extend the time to use it. We put a cut back. We do not send money back to your card. See clause 15.

Pausing your plan

You can pause your plan at any time, free of charge.

While you are paused you cannot make new bookings, and we will not charge you for the next cycle.

Pausing does not extend your current cycle. The 30 days keep running, and any unused cuts in the current cycle still lapse at the end of it under clause 7. Pausing stops the next charge; it does not freeze time.

Visits you have already booked before pausing will still go ahead unless you cancel them.

Changing your plan

You can switch plans in the app. A switch starts a fresh 30-day cycle and charges the new plan price at the time of the switch. Cuts from the old cycle do not carry across.

If you are switching to a cheaper plan and would rather wait until your current cycle ends, contact us and we will arrange it.

Cancelling your plan

You can cancel at any time in the app. There is no cancellation fee and no minimum term.

Cancelling stops the next renewal. It does not take anything away from the cycle you have already paid for: your remaining cuts stay usable until your cycle ends, and any visit you have already booked will still go ahead.

Your plan then ends at the end of that cycle. Cancelling does not send money back to your card, including if you cancel before your first visit.

When a cut comes back

Your plan fee buys the cuts and the reserved access for that cycle. Once a cycle has started, we do not send that fee back to your card. Unused cuts are dealt with under clause 7.

When something goes wrong on our side, the remedy is a cut back on your plan, or more time to use a cut. That is what the product does, and that is what we promise.

We put a cut back, or add the equivalent cuts, in these situations:

- We charged you by mistake, twice, or for the wrong amount. Tell us and we will put the equivalent cuts on your plan. - We could not deliver a cut you had paid for. The cut goes back automatically under clause 11. If there is not enough time left in your cycle to use it, we extend the time. - The haircut was materially not what was agreed. Tell us within 7 days and we will put a corrective cut on your plan at no extra charge. - You cancel a visit in time under clause 9. The cut goes straight back onto your plan.

We will respond to a request under this clause within 7 days.

We do not issue money to your card. Nothing in this clause takes away any refund or remedy you are entitled to under Malaysian law. See clause 22.

Getting your home ready

A home haircut needs a workable space. Before the visit, please make sure there is:

- someone at home aged 18 or over who can let the barber in - a chair and a clear area, ideally on a floor that is easy to sweep - reasonable lighting, a power socket within reach, and access to water - any pets secured away from where the cut will happen

If the space genuinely cannot be worked in safely and you had not told us in advance, the barber may not be able to complete the visit, and the cut may be used under clause 10. If you are unsure whether your space works, ask us first and we will tell you honestly.

Haircuts for children and anyone under 18

If a cut is for someone under 18, the account holder must be their parent or legal guardian, or have that person's permission, and that child must be named on your plan.

A parent, guardian or other responsible adult aged 18 or over must be present in the home for the whole visit whenever anyone under 18 is being cut. A barber will not cut a child who is alone, and if they arrive to find that situation they will not proceed. This is a safeguarding rule and we do not make exceptions to it.

Health, skin and hair conditions

Please tell us in advance, or tell the barber before they start, about anything relevant: scalp or skin conditions, open wounds, recent surgery, head lice, allergies to products, or anything that affects whether cutting is safe.

A barber may decline to cut, or stop partway, if they reasonably believe continuing is unsafe or a health risk to you, to them, or to other people in the home. If you told us in advance and we still sent a barber who then declined, we put the cut back on your plan. If you did not tell us and the barber only found out on arrival, the cut is used.

Barbers cut hair. They do not give medical advice or treatment.

Behaviour and safety

Barbers come into your home, and their safety matters as much as yours.

You agree that you and everyone in your home will treat the barber with respect, and will not harass, threaten, discriminate against, or behave inappropriately towards them, and will not be under the influence of alcohol or drugs in a way that makes the visit unsafe.

A barber may end a visit and leave immediately if they reasonably feel unsafe or are treated in any of those ways. If that happens the cut is used, and we may suspend or close your account under clause 24.

If you ever feel unsafe during a visit, use the help option in the app, and call 999 first if you are in immediate danger.

A short House rules page at /legal/house-rules restates this clause together with clauses 16 and 17. Chat in the app is only for the visit — the Chat rules page at /legal/chat sets that out. Those pages are summaries. If they differ from these terms, these terms win.

What we are responsible for

We are responsible for providing the service with reasonable care and skill, for sending a barber who we have checked and onboarded, for charging you correctly, and for handling problems properly when you raise them.

We do not hold public liability insurance, and we do not promise to repair, replace, or pay for property damaged during a visit. If something in your home is damaged, tell us within 7 days with photographs where you can. We will look into it and we may help you and the barber talk it through. We will not take the cost from the barber's pay. This does not take away any right you have under the law, including the Consumer Protection Act 1999.

What we are not responsible for

We are not responsible for:

- a haircut that is not to your taste, where it was cut as agreed and with reasonable care, though clause 15 still gives you a corrective cut where it was materially not as agreed - delays or missed visits caused by things outside our reasonable control, such as extreme weather, flooding, road closures, civil unrest, power or network failure, or government action - loss or damage caused by information you gave us being wrong or out of date, such as an incorrect address - anything a barber does that is nothing to do with the Trim visit, including any private arrangement you make with a barber outside the app

Please do not make private cash arrangements with a barber outside Trim. If you do, that is between you and them, none of these terms apply to it, and we cannot help you if it goes wrong.

The service depends on other companies we use to run it, including Stripe for payment, a maps provider for dispatch, and Expo for push notifications. If one of those is down, some parts of Trim may not work until they are back. Where we cannot deliver a visit because of that, we put the cut back under clause 11.

Our liability to you

Some liability cannot be limited by a contract, and we are not trying to. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded.

Importantly, nothing in these terms takes away or reduces any right or remedy you have under Malaysian law that cannot be contracted out of, including your rights under the Consumer Protection Act 1999. If anything in these terms conflicts with those rights, those rights win.

Subject to that:

- we are not liable for indirect or consequential loss, or for loss of profit, income, opportunity or reputation - our total liability to you for all claims connected with these terms or the service is limited to the total amount you paid us in the 12 months before the claim arose

Your responsibility to us

If we suffer loss or a claim because you deliberately or carelessly broke these terms, gave us false information, or someone in your home injured a barber or damaged their equipment, you agree to cover our reasonable losses and costs.

This does not apply to anything that was our fault, and we will never claim more than the reasonable amount actually lost.

If we suspend or close your account

We may suspend or close your account, and stop future renewals, if you seriously or repeatedly break these terms, if you or someone in your home behaves unsafely towards a barber, if we reasonably suspect fraud or payment abuse, or if we are required to by law.

Where it is safe and lawful to do so we will tell you why, in writing, and give you a chance to respond. If we close your account and you have paid for a cycle you can no longer use through no fault of your own, we will keep the remaining cuts available for a short extension of that cycle so you can book them. We do not send the unused fee back to your card.

We may also stop offering Trim in your area, or stop offering Trim altogether. If we do, we will give you reasonable notice and your remaining cuts stay usable until the cycle ends, or we extend the time so you can use them.

Your personal data

We handle your personal data as described in the Trim Privacy Notice, which covers what we collect, why, who can see your address, how long we keep it, and how to ask for access, correction or deletion. The Privacy Notice is available in the app and forms part of your relationship with us alongside these terms.

In short: a barber sees your address only for a job assigned to them, and only for as long as that job needs it.

Changes to these terms and to prices

We may change these terms. When we make a change that affects you, we will publish a new version and ask you to accept it in the app before you next book. Your existing bookings are not affected while you do that. If you do not want to accept a new version, you can cancel under clause 14 and your plan will end at the end of your current cycle.

We may also change our prices. If we increase the price of your plan, we will give you at least 30 days notice before it takes effect, and the new price will only ever apply from a new cycle, never to a cycle you have already paid for. You can cancel before the new price starts.

If a tax, duty or similar charge is introduced or changed by law and it applies to your plan, we may adjust the price from the date that change takes effect, even if that is sooner than 30 days. We will tell you as soon as we reasonably can. You can still cancel under clause 14.

We will not change the price of a cycle you have already been charged for, except to pass through a tax change the law requires.

Complaints

If something goes wrong, tell us through the app or by email and give us the chance to fix it. Most things we can put right quickly.

We will acknowledge your complaint within 7 days and give you an outcome in writing within 30 days.

Disputes and governing law

These terms are governed by the laws of Malaysia.

If we cannot resolve a complaint between us, you can take a consumer claim to the Tribunal for Consumer Claims Malaysia, which is a low-cost forum set up for exactly this kind of dispute, provided your claim is within the limits it can hear. Otherwise, the courts of Malaysia have jurisdiction.

Nothing in this clause stops you from going to a regulator or to court where you are entitled to.

Other things

If any part of these terms turns out to be unenforceable, the rest of them still apply.

If we do not enforce something straight away, we have not given up the right to enforce it later.

You may not transfer your account or your plan to someone else without our agreement. We may transfer our rights and obligations under these terms to another company, for example if our business is reorganised, as long as it does not reduce your rights.

These terms, together with the Privacy Notice and the plan details shown in the app, are the whole agreement between us about the Trim service.

These terms are between you and us only. They do not give rights to anyone else.

We give notice under these terms in the app and by email to the address on your account. A notice is treated as received the next day after we send it. Keep that email address current.

The app, photographs and ratings

We own the Trim app, our name, and the way the service works. We give you a personal, revocable, non-exclusive licence to use the app for your plan. You may not copy it, reverse-engineer it, or use it to build a competing service.

Photographs taken at the end of a visit, ratings, and notes you write stay yours. You give us a licence to store them, show them back to you, use them to run and improve the service, look into a complaint or a safety issue, and remove them if they break these terms. We will not use your photos, your name, or your likeness in advertising without asking you first.

We may remove a rating or a note that is abusive, false, or that identifies someone who should not be named.

How to contact us

CATALYST Design Sdn Bhd (SSM 1455613-U), trading as Trim Support and complaints: hello@trim.my, or the Support section of the app Privacy and data requests: privacy@trim.my

Version 2026-08-26