These terms govern your use of Enuma Model. By creating an account, booking a shoot, or accepting a booking on our platform, you agree to the policies below. Read them carefully. Where dollar figures or percentages appear, they apply at the moment a booking is confirmed.
1. Cancellation policy
Cancellation outcomes depend on who cancels and how far ahead of the booked call time the cancellation lands. The booker fee is the 5% Enuma platform fee applied on top of the model's base rate at checkout.
Booker cancellation tiers
| Time before shoot | Refund to booker | Model receives | Booker fee (5%) |
|---|---|---|---|
| 7+ days out | 75% of base | 25% of base | Refunded |
| 48 hours – 7 days | 50% of base | 50% of base | Refunded |
| Under 48 hours | 0% | 100% of base | Retained by Enuma |
| Day-of no-show | 0% | 100% of base | Retained + Strike on booker |
Model cancellations
When a model cancels, the booker is fully refunded — including the 5% booker fee — and the model is not charged. Same-day model cancellations issue 1 strike. Three or more same-day cancellations within a rolling 90-day window trigger a pattern strike and escalation to admin review.
Models with a verifiable medical reason may upload a doctor's note via the booking's “Report an issue” flow. The strike is waived after admin review of the documentation.
2. Dispute resolution process
Either party may open a dispute on a confirmed booking. Most disputes resolve within 24 hours of filing.
How to file a dispute
- Open the booking from your bookings list.
- Tap Report an issue and select a dispute type.
- Describe what happened in your own words and attach any supporting evidence — photos, video, screenshots of the in-app message thread, witness statements.
- Submit. You'll receive an automated acknowledgement.
Timeline and SLA
- 1 hour: automated acknowledgement via push notification and email.
- 24 hours: admin review SLA from the moment of filing.
- 72 hours: appeal window after admin resolution. The appeal is reviewed by a senior admin and that decision is final.
Possible resolutions
- Full refund to the booker.
- Partial refund at a percentage set by the reviewing admin.
- No refund — full payment released to the model.
- Split decision — refund + strike, or partial refund + warning.
- Platform credit issued in lieu of cash refund where the original payment method is no longer valid.
3. Strike and ban policy
Enuma uses a tiered strike system so minor issues don't destroy a member's standing while severe violations are handled quickly and decisively.
Soft strikes
Verbal warning only. No account restrictions. Expires after 6 months. Triggered by first-time minor infractions, disputes that resolved by mutual agreement, and issues caused by platform error.
Standard strikes
Escalating penalties: warning at 1, restricted account at 2, banned at 3. Examples include:
- Model no-show.
- Booker no-show.
- A pattern of late cancellations.
- Scope coercion — pressuring the other party to change shoot terms after the booking is confirmed.
- Off-platform circumvention attempts.
- Validated harassment.
Standard strikes expire after 18 months of clean behavior on the account.
Permanent ban on first incident
Some violations skip the strike ladder entirely and result in a permanent ban from Enuma:
- Chargeback fraud.
- Fake-booking collusion.
- Operating fake accounts.
- Sexual harassment or assault.
- Identity fraud.
- Any conduct involving the safety of a minor, including grooming behavior.
- Threats of violence.
Permanent bans have no expiry and remain on the account record indefinitely.
Ban enforcement
When an account is banned we record the email, phone number, payment method, and device fingerprint associated with it. Re-registration with any of those identifiers is blocked at signup. (Identity-verification fingerprinting is planned for v2 and will widen the net further.)
Appeal process
Tap Appeal on any strike or ban notification in your account. A senior admin reviews within 7 days. Possible outcomes: upheld, reduced (for example, a standard strike reduced to a soft strike), or overturned with the strike removed from your record.
4. Refund policy
Refunds are issued via the original payment method. Stripe typically takes 3 to 5 business days to return funds to the booker's card or bank account.
How the 5% booker fee is handled
- 7+ days out: refunded with the booker payment.
- 48 hours – 7 days: refunded with the booker payment.
- Under 48 hours: retained by Enuma.
- Day-of no-show: retained by Enuma plus a strike on the booker's account.
Partial refunds
When a dispute resolves with a partial refund, the percentage is set by the reviewing admin and applied to the base rate. Booker fees follow the cancellation table above.
Platform credit
If the original payment method is no longer valid (expired card, closed bank account), refunds are issued as platform credit redeemable against future bookings. Credits do not expire.
5. Code of conduct
Every member of Enuma — model, creator, agency, curator, or admin — agrees to a baseline of professional behavior. The must-not behaviors below are non-negotiable; engaging in any of them triggers the strike or permanent-ban path described in section 3.
- Harassment of any kind.
- Scope coercion — changing the agreed shoot terms after the booking is confirmed.
- Off-platform payment attempts.
- Identity fraud or operating a fake account.
- Payment fraud or chargeback abuse.
- Sexual misconduct, or any conduct unsafe for minors.
6. Safety reporting
If you experience or witness misconduct on the platform, report it. Enuma's Trust & Safety team monitors the reporting inbox 24/7.
- Direct line: safety@enumamodel.com.
- Emergency: if you are in immediate danger, call 911 (or your local emergency number) before filing with us.
- Mandatory reporting: Enuma is legally required to report child-safety issues to authorities.
- Confidentiality: your identity is protected from the reported user during investigation.