1. Parties

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In these terms, ‘we’, ‘us’ and ‘our’ mean Tectonic Software, trading as LemonBooking; ‘you’ and ‘your’ mean the customer.

2. Background & purpose

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• 2.1

  LemonBooking is a booking, website and ticketing platform built for community venues. You can use it to build calendars and booking forms for hiring out your spaces, keep your website up to date, promote your regular groups and activities, sell event tickets, run membership schemes and manage class sign-ups.

• 2.2

  This document sets out the terms for the ongoing use of the service, for both parties [Section 1].

3. The service provided by Tectonic Software

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• 3.1

  LemonBooking is a fully cloud-based online service. You reach the system through a compatible, fully updated internet browser on your own equipment or someone else's.

• 3.2

  In line with the agreed payment schedule and terms [Section 5], we'll give your authorised administrators [4.6] access to the LemonBooking system.

• 3.3

  When you start a LemonBooking subscription, we'll set the software up to meet your basic needs at no extra charge. This setup covers facilities, resources (equipment/services), prices (max. 50 combinations), opening hours, system settings and branding only. Branding covers colours, logo and font only. [Section 4]

• 3.4

  We'll support you for as long as you're subscribed. How we help — help centre, email or online — depends on the pricing plan [Section 5] you choose. We're here during UK business hours (9am - 4pm, Monday to Friday) and aim to reply within two working days. We can't guarantee support at weekends or on UK public holidays. To count as valid, all support requests must be sent to the support email inbox.

• 3.5

  We monitor the system automatically, around the clock. Any hardware or system errors are reported automatically and put right as soon as we can - including outside normal office hours. We publish an uptime score for the last three months automatically here .

• 3.6

  We also provide data import tools, domain names and email accounts if you have a LemonBooking subscription. These are optional extras you can choose when you order or later on, as you need them. They're only available while your subscription is active.

• 3.7

  We don't provide face-to-face training ourselves, but if you need it, it's available to UK venues through affiliated third parties. This document doesn't cover the terms and conditions of face-to-face training. Please contact us for further details and availability.

• 3.8

  We'll provide support [3.4] for up to five staff users per system. We don't provide support for end users (your own customers).

• 3.9

  We don't provide customer support by telephone.

• 3.10

  We may withdraw features from LemonBooking from time to time. Where removing a feature would affect existing customers, we'll give you at least six months' notice before we withdraw it.

• 3.11

  Some features depend on third-party services. Where a feature relies on such a service and that service becomes unavailable, is significantly altered, or becomes prohibitively expensive, we may withdraw the dependent feature without notice — the notice period in [3.10] does not apply in these circumstances.

4. The customer's responsibilities

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• 4.1

  You're responsible for making sure the system is set up for your organisation's specific needs. This includes (but isn't limited to) equipment, services, prices, opening hours and the availability of facilities.

• 4.2

  When you start using LemonBooking, you're responsible for entering any future and/or ongoing bookings onto the booking system. You're also responsible for making sure you have permission from your customers to enter their personal information into LemonBooking. In some cases we may be able to import existing data into the system. This is an additional service [3.6], and we'll provide a quote for the work on request.

• 4.3

  You're responsible for the day-to-day running of your system — including (but not limited to) responding to booking requests, processing ticket orders, issuing refunds, and letting people know when the availability of your facilities or resources changes.

• 4.4

  You're solely responsible for all content you upload through the website editor.

• 4.5

  You won't include us in any communications with end users (your own customers), and you won't ask end users to contact us directly.

• 4.6

  You're responsible for keeping the list of authorised administrators (staff users) up to date.

5. Service charges

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• 5.1

  You'll find the standard service charges for LemonBooking in the table below. The prices shown are for one system with up to eight facilities (bookable spaces). We charge for extra facilities at $ per facility, per month. You can find the full details of each pricing plan - including charges for extra systems/facilities - here: lemonbooking.com/pricing .

  We count facilities by the number of spaces that can be booked at the same time. For example, if you can book a hall and a meeting room separately or together, that counts as two facilities. On the other hand, if a football pitch can be booked as one whole pitch or divided into four smaller pitches, it counts as four facilities.

• 5.2

  Where it applies, we'll add sales tax (VAT) to subscriptions using the reverse charge mechanism. If you're not sure what taxes will apply to your subscription, please contact contact@lemonbooking.com.

• 5.3

  We issue all invoices with payment terms of 14 days. Other payment terms are available on request, as long as you tell us before starting a subscription. If we have to re-issue an invoice because of a missing PO number (or similar), the original due date still applies. If that original due date has already passed, the re-issued invoice is due on receipt.

• 5.4

  Your access to the LemonBooking system and the service we provide [Section 3] depends on us receiving payments on time. If you don't pay, we reserve the right to withdraw your access to the system and withhold other services. We also reserve the right to cancel your subscription without the standard notice period [Section 9] if you don't pay.

• 5.5

  We reserve the right to increase the prices [5.1] for LemonBooking. If you're an existing customer, we'll tell you about any price changes at least 12 months in advance.

• 5.6

  For each overdue invoice, we reserve the right to charge you $10.00 or 5% (whichever is higher) per 28 days.

• 5.7

  We charge a fee of 30¢ per paid ticket sold through the ticketing module, not counting refunds and cancellations. There's no charge for free tickets. Sales taxes may also apply to fees for ticket sales. Please contact contact@lemonbooking.com for details.

  We charge a fee of 15¢ per paid class sign-up taken through the class sign-ups module, again not counting refunds and cancellations. There's no charge for free sign-ups, and the same tax treatment described above applies.

• 5.8

  We'll send all invoices electronically from support@lemonbooking.com or mail@lemonbooking.com (only). Please make sure you whitelist these email addresses so you can receive your invoices.

• 5.9

  Any subscription to LemonBooking worth less than $1,000 a year must be paid by ACH Debit (Pre-Authorized Debit). Subscriptions worth $1,000 or more a year can be paid by ACH Debit (Pre-Authorized Debit) or bank transfer. If you can only pay by credit/debit card, you must tell us before starting a subscription. We do not accept payments by check or cash under any circumstances.

• 5.10

  In some cases, we may incur payment losses from chargebacks, disputes or reserved transactions linked to providing card payment services on your behalf. You agree to reimburse us for any such payment losses within 90 days.

• 5.11

  Your payment currency must match the invoice currency. If we receive a payment in another currency, we'll reject it and return it in full — less any currency exchange and/or transaction fees.

• 5.12

  We reserve the right to charge $5 for invoices and credit notes that need re-issuing because of missing information and/or other changes you ask for.

• 5.13

  Some usage-based charges — including module fees, event ticketing fees, class sign-up fees and future optional features — are paid from a prepaid credit balance rather than invoiced in arrears. You add credit to your balance by topping up, and that credit is drawn down as you incur these charges. Prepaid credit holds no cash value beyond settling charges you owe us, and you can only spend it within the LemonBooking service.

• 5.14

  From time to time we may add bonus credit to a top-up as an incentive. Bonus credit is a discount on future charges; you don't buy it, and it carries no cash value. You can ask for a refund of any unused prepaid credit you've paid for at any time, and we'll return it to you. Bonus credit, and any credit we give as a goodwill or promotional gesture, carries no cash value and isn't refundable.

• 5.15

  It's up to you to keep your prepaid credit topped up. If your balance reaches zero, credit-funded features will pause until you restore it: you can't put new events and classes on sale, and affected modules are suspended. Any sales already in progress the moment your balance runs out are allowed to complete, and your core booking functionality is unaffected.

• 5.16

  We may suspend or terminate the service, and withhold or reverse credit, where we reasonably suspect abuse of the prepaid credit system — including payment chargebacks, fraudulent or reversed top-ups, or attempts to manipulate bonus credit. This is in addition to the termination rights set out in section 9.

6. Intellectual property

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• 6.1

  We hold exclusive, perpetual rights to the design and source code of the LemonBooking system.

• 6.2

  You're responsible for making sure you have the right permissions for all data and content you upload to the system.

7. Publicity

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• 7.1

  We reserve the right to refer to you as a user of the system in our marketing materials and on the LemonBooking website. We also reserve the right to display a small link at the bottom of each web page the LemonBooking system generates.

8. Data

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• 8.1

  We use Amazon Web Services (AWS) to host LemonBooking. We store all LemonBooking customer data in AWS data centres in London, apart from any images you upload to the system, which are stored by FileStack in North Virginia, USA.

• 8.2

  We take automatic database backups every 24 hours and keep each backup for 35 days. If you have a Gold subscription, you can also set up an additional backup process for your own purposes.

• 8.3

  If there's a major system failure, we guarantee that no more than 48 hours of customer data will be lost.

• 8.4

  Amazon Web Services (AWS) guarantees a minimum uptime of 99.95%. We track and publish uptime statistics for the LemonBooking application, website and API here: https://status.lemonbooking.com

• 8.5

  We'll automatically delete any customer data entered during a free trial 90 days after the trial ends, unless the trial has been converted to a paid subscription [Section 5.1], or you've given us specific written instructions to store the data for longer.

9. Termination of the subscription

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• 9.1

  You can cancel a LemonBooking subscription with no notice period. For your cancellation to count as valid, you must send it to us in writing at contact@lemonbooking.com. The cancellation takes effect on the next UK working day.

• 9.2

  If you cancel your subscription [9.1], we'll refund you for any future, full, pre-paid months. Additional services such as domain names, email accounts, data imports and training are non-refundable.

• 9.3

  If your subscription is cancelled [9.1], we'll store your data for 90 days, after which we'll delete it permanently. For the first 30 days after a cancellation, your existing staff users will have read-only access to the system — including the ability to export data.

• 9.4

  We can terminate a subscription with a notice period of 12 months. We also reserve the right to cancel a subscription immediately if you don't pay [5.4].

• 9.5

  After a subscription has been terminated, either by you [9.1] or by us [9.4], there's a cool-down period of six months during which you can't sign up for a new subscription.

10. Disputes

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• 10.1

  The terms of service are subject to English law.

• 10.2

  Both parties [1] agree to try to settle any disputes arising from the use of the system amicably and promptly — before turning to other legal options.

11. Changes to the terms of service

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• 11.1

  We reserve the right to make changes to the terms of service. We'll announce any changes that affect existing customers at least 90 days in advance. The exceptions are price changes, which we'll announce to existing customers at least 12 months in advance [5.5], and the withdrawal of features, which follows the notice periods in [3.10] and [3.11].