Draft, under legal review. This text is not final. Highlighted items are still to be decided.

Appointr terms of service

Last updated: DECIDE: publication date

These terms are an agreement between the business that signs up for Appointr ("you") and DECIDE: legal entity name ("Appointr", "we", "us"), DECIDE: mailing address. The person who creates the account confirms they can agree to these terms for the business.

Part 1 covers merchants. Part 2 is the short set of terms your customers see on your booking page.

Part 1. Merchant terms

1. The service

Appointr gives you a public booking page, a calendar, customer records, appointment reminders by email (and by text on Pro), a walk-in queue, payment recording, optional card payments through your own Stripe or Square account, and reports. Your staff can use it too, with the role you give them.

We may add, change or remove features. If we remove a feature a paid plan includes, we will tell you at least 30 days before, unless we have to act sooner for security or legal reasons.

2. Your account

• You keep your sign-in details private and you are responsible for what happens under your account and your staff's accounts.
• You give each staff member only the access they need. Roles and permissions are set under Settings.
• You must be at least 18 and the business must be real.
• Tell us right away at DECIDE: support email if you think someone got into your account.

3. The pilot

During the pilot, Appointr is free for your business. "Free" means:

• You get the Pro plan at no charge from DECIDE: start date to DECIDE: end date, 8 weeks after the start. We add it to your account ourselves. You do not enter a card.
• Setup is free. With your permission we add a support login (setup@appointr.pro) to your team as a Manager and set up your services, team, hours and client list. You can remove that login at any time from Team.
• Up to 500 text messages a month are included. Text packs are not available during the pilot.
• What is not free: card processing fees. If you take cards through Stripe or Square, they charge their own fees on your account (section 6). Taking cards is optional.

What we ask in return is described in the pilot offer you received. It is not a contract term: if you stop giving feedback, the pilot does not end early. DECIDE: confirm this with the founders; the alternative is to make the weekly feedback call a condition

When the pilot ends, your account moves to the Free plan on its own. Nothing is charged and nothing is deleted. Pro features stop working until you subscribe, and their settings are kept for when you do.

Founder discount. Pilot businesses that subscribe to Pro by DECIDE: last day to claim pay DECIDE: discount, suggested 50% off, CA$19.50 a month for DECIDE: duration, suggested 12 months. After that, the regular Pro price applies. The discount ends early if the subscription is cancelled. It is not lifetime.

4. Plans and billing

Free plan. No charge, no card needed. It includes the booking page, calendar, customer records, email reminders, payment recording and card payments through your own Stripe or Square account.

Pro plan. CA$39 a month per business, plus applicable taxes. It adds the features marked "Pro" in the app, including text messages (500 a month included), a second reminder, no-show protection, the queue TV display and kiosk, Google Calendar sync, custom roles and advanced reports.

• Payment. Billed monthly in advance to the card you enter at checkout. Stripe processes this payment for us.
• Free trial. Each business can start one 14-day Pro trial from Plan & billing, without a card. It does not renew on its own. It includes up to 50 texts.
• Cancelling. Cancel any time from Plan & billing. Pro stays on until the end of the month you already paid for, then your account moves to Free.
• No refunds for the current month, or for part of a month.
• Failed payment. If a payment fails, Stripe tries again for a short time and Pro keeps working meanwhile. If it still fails, the subscription ends and your account moves to Free. DECIDE: match the retry schedule configured in Stripe Billing
• Text packs. Texts beyond the 500 included in a month are bought in advance as packs (currently 100 for CA$8, 300 for CA$18, 500 for CA$25, plus tax). Packs are charged when you buy them, are not refundable, and do not expire while your Pro subscription is active. Unused texts cannot be used on the Free plan. Automatic top-up is off unless you turn it on.
• Price changes. We will email you at least 30 days before any price change. It applies from your next billing month after that date.

5. Messages to your customers

• Appointr sends booking confirmations, reminders and changes on your behalf. These are about appointments your customers made, not marketing. Do not use Appointr to send marketing.
• You are responsible for your customers' consent to receive texts, under Canada's anti-spam law (CASL) and any other law that applies to you. Text messages are off until you turn them on.
• Emails and texts can fail or arrive late because of carriers, spam filters or wrong contact details. Appointr does not guarantee delivery, and reminders reduce no-shows without ending them.

6. Payments you take from your customers

• Your Stripe or Square account is yours. You connect your own Stripe account (or create one) or your own Square account. You agree to their terms directly with them. You can connect one of the two at a time.
• You are the seller. Money your customers pay goes into your Stripe or Square account, and they pay it out to your bank. Appointr is not the merchant of record for your sales, does not hold your money, and is not a party to the sale between you and your customer.
• Refunds, chargebacks and disputes on your sales are between you, your customer and Stripe or Square. Appointr gives you the tools to issue refunds.
• Fees. Stripe or Square charge their processing fees on your account. Appointr's own fee on card payments is zero today. If we add one, we will tell you at least DECIDE: notice period, suggested 60 days before, and you can stop taking cards through Appointr or cancel.
• Card readers. A reader you buy through the Payments page is sold and shipped by Stripe to your Stripe account. Appointr does not sell hardware and is not the seller for returns or warranty.
• Cash and other payments you record are your own bookkeeping. Appointr does not check them.
• No-show and deposit policies are yours to set and to explain to your customers. If you charge a no-show fee to a saved card, you are responsible for having told the customer your policy before they booked.

7. Acceptable use

Do not use Appointr to:

• break any law, or offer illegal services,
• send spam, marketing texts or messages people did not agree to,
• upload content you have no right to use, or content that is hateful, threatening or sexual,
• collect more about your customers than your booking needs,
• try to get into another business's data, test our security without written permission, or overload the service,
• copy, resell or rebuild the service.

We may suspend an account that breaks these rules. Where we can, we will tell you first and give you a chance to fix it.

8. Availability and support

• Appointr is provided as is. We work to keep it running, but during the pilot there is no uptime guarantee (no SLA). It may be down for maintenance or because of a provider we rely on.
• Keep your own record of the next few days of bookings in case the service is unavailable.
• Support: the Help & support page in the app, or DECIDE: WhatsApp support number for urgent problems. We aim to reply within DECIDE: reply target, suggested 1 hour during your opening hours, 1 business day otherwise. That is a goal, not a guarantee.

9. Your data

• Your business data is yours: your services, team, bookings, customer list and payment records. So is the customer data you collect.
• We use it only to provide the service, as described in our privacy policy. For your customers' data, we process it on your behalf and follow your instructions (the privacy policy, section 1).
• Your responsibilities. You tell your customers how you use their information (the privacy policy annex helps), you answer their privacy requests, and you only collect what you need.
• Export. Reports can be downloaded as Excel files, and receipts as PDF. For a full copy of your data, ask us and we will send it within DECIDE: time, suggested 30 days in DECIDE: format, suggested CSV.
• If there is a breach of security that puts your data at risk, we will tell you as soon as we can and help you meet your own duty to tell your customers.

10. Ending the agreement

• You can stop at any time: cancel Pro, then delete your account.
• We can end the agreement with 30 days' notice by email, or right away if you seriously break these terms.
• Deletion. When you delete your account, your business page goes offline. After a 30-day grace period we delete or anonymize your data, except payment records we must keep for 6 years for tax law. Export what you need first. DECIDE: self-serve deletion is designed but not built (issues #410 and #411). Until it ships, deletion is done by us on request.
• Sections 6, 9, 11 and 12 continue after the agreement ends.

11. Liability

• Appointr is not liable for indirect losses, such as lost profits, lost bookings, no-shows, or lost data you could have exported.
• Appointr is not liable for what Stripe, Square, Google, Twilio, carriers or other providers do or fail to do.
• Our total liability for everything related to these terms is limited to the greater of what you paid Appointr in the 12 months before the claim, or DECIDE: floor amount, suggested CA$100.
• You are responsible for claims made against Appointr because of your services, your policies, or your use of your customers' data, including text messages sent without consent.
• Nothing here limits liability that the law does not allow to be limited.

12. Law and disputes

These terms are governed by the laws of Ontario and the federal laws of Canada that apply there. Disputes go to the courts of Toronto, Ontario. Before going to court, write to us and we will try to settle it within 30 days.

13. Changes to these terms

If we change these terms in a way that matters, we will email the account owner at least 30 days before the change takes effect. If you keep using Appointr after that date, the new terms apply. If you do not agree, you can cancel before then.

14. Contact

DECIDE: legal entity name, DECIDE: mailing address, DECIDE: contact email.

Part 2. Customer booking terms

Shown on every public booking page, next to the business's own booking policy.

You are booking with [Business name]. Appointr is the booking software [Business name] uses. It is not the business and does not provide the service.

• Prices, cancellation and no-shows are [Business name]'s policy. Read it on this page before you book. If the business asks for a deposit, full payment or a card on file, its policy says when a fee may be charged.
• Payments go to [Business name] through Stripe or Square. Appointr does not keep your card number. Refunds are the business's decision.
• Changing your booking. Use the link in your confirmation email or text to reschedule or cancel, up to the cutoff the business sets. After that, contact the business.
• Messages. You will get a confirmation, a reminder with a link to confirm you are coming, and notices if anything changes. Receipts come by email.
• Your information is handled by [Business name] as described in the Appointr privacy policy DECIDE: privacy policy URL. Questions about your booking go to the business. Questions about Appointr go to DECIDE: privacy email.
• Appointr is not responsible for the service you receive. Problems with the appointment itself are between you and [Business name].