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. They cover our website, apps and booking pages (together, the "Services"). The person who creates the account confirms they can agree to these terms for the business. Our privacy policy is part of these terms.
The last section is a short set of terms for the customers who book with you.
The Services
Appointr gives businesses online booking, scheduling, customer records, appointment reminders, payment tools and reports. Your staff can use it too, with the access you give them.
We may add, change or remove features. If we remove a feature that a paid plan includes, we will tell you at least 30 days before, unless we have to act sooner for security or legal reasons.
Your account
You must be at least 18, and the business must be real. Keep your sign-in details private. You are responsible for what happens under your account and your staff's accounts, so give each staff member only the access they need. Tell us right away at DECIDE: support email if you think someone got into your account.
Plans, fees and billing
Plans. Appointr has a free plan and a paid Pro plan. What each plan includes and what it costs are shown on our website and on Plan & billing in the app. Prices are in Canadian dollars and do not include taxes.
Free trial. Each business can start one free trial of Pro, without a card. It ends on its own and does not become a paid subscription unless you subscribe.
Billing. Pro is billed in advance, at the start of each billing period, to the card you give us, and renews each period until you cancel. Stripe processes these payments for us.
Cancelling. You can cancel at any time from Plan & billing. Pro stays on until the end of the period you already paid for, then your account moves to the free plan. We do not refund the current period or part of a period.
Failed payments. If a payment fails, Stripe tries again for a short time and Pro keeps working meanwhile. If it still fails, your subscription ends and your account moves to the free plan. DECIDE: match the retry schedule configured in Stripe Billing
Text message packs. Texts beyond the monthly allowance in your plan are bought in advance as packs. Packs are charged when you buy them, are not refundable, and stay usable while your Pro subscription is active. Automatic top-up is off unless you turn it on.
Price changes. We will email you at least 30 days before a price change. It applies from your next billing period after that date.
The pilot
If you joined our pilot, your pilot offer sets out what you get at no charge and for how long. What we ask of you in return, such as feedback, is not a condition of the pilot, and the pilot does not end early if you stop giving it. DECIDE: confirm this with the founders; the alternative is to make the weekly feedback call a condition
If you ask us to help set up your account, you can add an Appointr support login to your team as a Manager, and you can remove it at any time from Team.
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. A founder discount in your pilot offer applies only for the period stated there, ends if you cancel the subscription, and is not lifetime.
Messages to your customers
Appointr sends booking confirmations, reminders, changes and receipts to your customers on your behalf. These are about appointments your customers made, not marketing, and you may not use Appointr to send marketing.
Text messages are off until you turn them on. You are responsible for your customers' consent to receive them under Canada's anti-spam law, CASL, and any other law that applies to you. Emails and texts can fail or arrive late because of carriers, spam filters or wrong contact details. We do not guarantee delivery, and reminders reduce no-shows without ending them.
Payments you take from your customers
Your payment account. Card payments run through your own Stripe or Square account, under the terms you agree to 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, does not hold your money, and is not a party to the sale between you and your customer. Refunds, chargebacks and disputes are between you, your customer and your processor. Appointr gives you the tools to issue refunds.
Fees. Stripe and Square charge their own processing fees on your account. Appointr charges no fee on card payments 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 Appointr is sold and shipped by Stripe to your Stripe account. Stripe is the seller for returns and warranty.
Your policies and records. Deposit, cancellation and no-show policies are yours to set and to explain to your customers before they book. If you charge a no-show fee to a saved card, you are responsible for having shown the customer your policy first. Cash and other payments you record are your own bookkeeping, and we do not check them.
Other services you connect
Some features work with other companies' services, such as Google Calendar and sign-in with Google or Apple. Those services are governed by their own terms. We are not responsible for what they do, and we may stop supporting one if it changes or ends.
Acceptable use
You may not use Appointr to break the law or offer illegal services, send spam or messages people did not agree to, upload content you have no right to use or that is hateful, threatening or sexual, collect more about your customers than your bookings need, try to get into another business's data, test our security without written permission, overload the Services, or copy, resell or rebuild them.
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.
Your data
Your business data is yours: your services, team, bookings, customer list and payment records. So is the customer data you collect. You let us store and process it only to provide the Services, as the privacy policy describes. For your customers' information, we act on your behalf and follow your instructions.
You are responsible for telling your customers how you use their information, answering their privacy requests, and collecting only what you need. We can give you a one-page summary to share with customers who ask.
You can download reports and receipts from the app at any time. 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 a security breach 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.
Our software and your feedback
Appointr owns the software, design and brand behind the Services. While these terms are in effect, you may use the Services to run your business. If you send us feedback or suggestions, we may use them without owing you anything. DECIDE: confirm the feedback clause with the lawyer, since pilot businesses give regular feedback
Availability and support
The Services are provided as is. We work to keep them running, but there is no uptime guarantee, and they 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 Services are unavailable.
For help, use Help & support 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.
Ending the agreement
You can stop at any time by cancelling Pro and deleting your account from your account settings. We can end the agreement with 30 days' notice by email, or right away if you seriously break these terms.
When you delete your account, your booking page goes offline. After a 30-day grace period we delete or anonymize your data, except the payment records tax law requires us to keep for six years. Export what you need first. The sections on payments, your data, liability and disputes continue after the agreement ends.
Liability
Appointr is not liable for indirect losses, such as lost profits, lost bookings, no-shows, or lost data you could have exported, or 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' information, including text messages sent without consent. Nothing in these terms limits liability that the law does not allow to be limited.
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.
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.
Contact
DECIDE: legal entity name, DECIDE: mailing address, DECIDE: contact email.
For customers who book
When you book through Appointr, you are booking with the business, not with Appointr. Appointr is the booking software the business uses. We do not provide the service, and problems with the appointment itself are between you and the business.
Prices, deposits, cancellation and no-show fees are the business's policy, shown on its booking page. Read it before you book. Payments go to the business through Stripe or Square, refunds are the business's decision, and Appointr does not keep your card number. You can reschedule or cancel from the link in your confirmation, up to the cutoff the business sets. After that, contact the business.
Your information is handled as the Appointr privacy policy describes. Questions about a booking go to the business. Questions about Appointr go to DECIDE: privacy email.