Terms of service for LemonBooking

1. Parties

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In these terms, “we,” “us” and “our” mean Tectonic Software ApS, doing business as LemonBooking; “you” and “your” mean the client.

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 renting out your spaces, keep your website up to date, sell tickets for events and much more.

• 2.2

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

• 2.3

  These terms apply to a free trial as well as to a paid subscription, from the day you sign up for the trial. A trial is free: subscription fees start only when you order a subscription, at the prices in force on the day you order [5.1]. Until then our prices can change without notice, because the notice we give of price changes is for existing clients only [5.5]. A trial ends on its own, without needing to be cancelled [8.5]. Everything else in these terms applies during a trial, including acceptable use [4.7], how we handle your data [8.6] and the limits on what each of us is liable for [Section 10].

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 device or someone else's.

• 3.2

  In line with the agreed payment schedule and terms [Section 5], we'll give your authorized administrators (staff users) [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 requirements at no extra charge. This setup covers facilities, resources (equipment/services), prices (up to 50 combinations), opening hours, system settings and branding only. Branding covers colors, logo and fonts only [Section 4].

• 3.4

  We'll support you for as long as you're subscribed. How we help — help center, email or online — depends on your pricing plan [5.1]. We're available Monday through Friday and aim to reply within two business days. We can't guarantee support on weekends or on public holidays. Please send all support requests to support@lemonbooking.com.

• 3.5

  We monitor the system automatically, around the clock. Any hardware or system errors are reported immediately and fixed as soon as we can — including outside normal office hours. We publish an uptime score for the last three months visible at status.lemonbooking.com .

• 3.6

  We also provide data import services, domain names with an ending our registrar offers, as listed on our website, and email accounts to clients with 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'll provide support [3.4] for up to five staff users per system. We don't provide support for end users (your own customers).

• 3.8

  We don't provide support by telephone.

• 3.9

  We may withdraw features from LemonBooking from time to time. When removing a feature could impact how you use the system, we'll give you at least six months' notice before we withdraw it. See exceptions in [3.10].

• 3.10

  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 [3.9] does not apply in these circumstances.

• 3.11

  Some features let you connect services from other companies, such as payment providers, accounting software and calendars. You open those accounts yourself, their own terms and fees apply, and payments your customers make go to your account with that provider. We look after our side of the connection, but we're not responsible for the other company's service. Our own payment service works differently [5.9].

• 3.12

  Some features use AI to make suggestions, such as text for your website. Suggestions can be wrong, so please check them before you publish or rely on them. AI features in the system can be disabled if you don't want to use them.

4. The client's responsibilities

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• 4.1

  You're responsible for making sure the system is set up for your organization'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 ensuring any future and/or ongoing bookings are entered onto the booking system. You're also responsible for making sure you have permission from your customers to enter their personal information into LemonBooking. We'll import your existing customer and booking data into each system once, free of charge.

• 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 authorized administrators (staff users) up to date.

• 4.7

  You won't use LemonBooking to break the law or anyone else's rights; to upload anything harmful, or anything you don't have the right to use; to send emails or texts that people haven't agreed to receive, under the rules that apply to you (such as the CAN-SPAM Act and, for texts, the TCPA); to get around its security, or test or overload it without our agreement; or to resell or share access to it with other organizations. You're responsible for what your staff users do in your system.

5. Service charges (United States)

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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). Each extra facility costs $16 a year. You can find the full details of each pricing plan — including charges for extra systems and facilities — here: lemonbooking.com/en-US/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. If a soccer field can be booked as one whole field or divided into four smaller fields, it counts as four facilities.

  If you need more than one system: two systems are 15% off and three are 25% off, on every system; four or more are priced on request. More than 30 facilities are also priced on request.

  These prices apply to new subscriptions. If you're an existing client, you keep the prices you already pay for your plan and modules. Anything you add later is charged at the prices in force at the time, and any increase to what you already pay follows [5.5].

• 5.2

  We invoice from Denmark, so your subscription carries no US sales tax, whether or not your organization is tax exempt. If the law ever requires us to add sales tax, we'll give you at least 12 months' notice first [5.5]. If you're not sure what taxes will apply to your subscription, please contact contact@lemonbooking.com.

  Invoices you raise for your own renters are a separate matter: LemonBooking can show the sales tax you charge on each invoice line.

• 5.3

  We issue all invoices with payment terms of 14 days. Other payment terms are available on request, but must be agreed before you start your subscription. If we have to reissue 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 reissued 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 client, we'll tell you about any price changes at least 12 months in advance.

• 5.6

  If an invoice is overdue, we may charge $10 for every 28 days it stays unpaid, or interest at 2% a year above the US prime rate, whichever is higher — but never more than the law allows.

• 5.7

  We'll send all invoices electronically, and only from support@lemonbooking.com or mail@lemonbooking.com — please add these addresses to your safe senders list so your invoices reach you. Invoice reminders and requests for new PO numbers will be sent from the same email addresses.

• 5.8

  Any subscription to LemonBooking with a value less than $1,000 a year must be paid by ACH Debit, unless you're a government or public-sector body. Other subscriptions can be paid by ACH Debit or bank transfer. If you can only pay by credit/debit card, this must be agreed before you start your subscription. We do not accept payments by check or cash under any circumstances.

  When you sign up to pay by ACH Debit, you'll complete an ACH Debit Authorization. No payment is drawn until it is in place.

• 5.9

  If you take payments through LemonBooking's own payment service, provided with Stripe, you're the seller: you deal with your customers' refunds and disputes. You pay the fees on our price list, including dispute fees, and we invoice them monthly. If a payment is reversed, disputed or charged back, or your payment account goes into a negative balance, you'll repay us: we may take what you owe from your payouts, or you'll pay it within 14 days of our request. We may delay payouts, hold back a reserve, or pause the service if we reasonably suspect fraud, if the checks we must make on you aren't complete, or if Stripe requires it. When you sign up, you'll also accept Stripe's Connected Account Agreement and our payment service terms.

  If you take payments through another provider on your own account with them, such as SumUp, PayPal or Square, [3.11] applies. If we incur a loss from a chargeback, dispute or reversed payment linked to it, you'll repay us within 14 days of our request. We may stop supporting a payment provider, with the notice in [3.9].

• 5.10

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

• 5.11

  We reserve the right to charge $5 for invoices and credit memos that need reissuing because of missing information or other changes you ask for.

• 5.12

  We charge a fee of 30¢ per paid ticket sold through the ticketing module, and 15¢ per paid class sign-up taken through the class sign-ups module, not counting refunds and cancellations. There's no charge for free tickets or free sign-ups. These fees are taxed the same way as your subscription [5.2].

  Some charges — module fees, and usage fees such as ticket, class sign-up, SMS and address lookup fees, and those for future optional features — are paid from a prepaid credit balance. You add credit to your balance by topping up, and that credit is drawn down as you incur these charges. You can only spend prepaid credit within LemonBooking. What you've paid in by topping up, less what you've spent, can be refunded [5.13]; bonus and gift credit can't.

• 5.13

  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 has no cash value. You can ask us at any time to refund what you've paid in by topping up, less what you've spent, and we'll return it to you. Bonus credit, and any credit we give as a goodwill or promotional gesture, isn't refundable.

• 5.14

  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.

• 5.15

  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 in [Section 9].

• 5.16

  Your subscription runs for a year at a time and renews automatically at the end of each year, unless you cancel it [9.1]. We invoice each year in advance, unless we've agreed other payment terms with you [5.3].

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.

• 6.3

  During a free trial and while you're subscribed, your staff users may use LemonBooking for your organization. You won't copy it, sell or rent access to it, or try to work out its source code.

• 6.4

  Your data and the content you add are yours. You give us permission to use them only to provide and support LemonBooking for you, and as these terms describe [Section 8].

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, in AWS data centers in the UK, and we store our backups with Microsoft in the UK. Images you upload to the system are stored by Filestack in the USA. Some of the services we use to run LemonBooking, such as error monitoring, handle limited data outside the UK; a list of sub-processors is available on request.

• 8.2

  We take encrypted database backups every 24 hours and keep each backup for 90 days. We only use backups to recover data after a system failure, to investigate faults, and to check that they can be restored.

• 8.3

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

• 8.4

  AWS guarantees a minimum uptime of 99.95%. We track and publish uptime statistics for the LemonBooking application, website and API here: status.lemonbooking.com .

• 8.5

  We'll keep any client data entered during a free trial for 90 days after the trial ends, and then delete it, unless the trial has been converted to a paid subscription [5.1], or you've given us specific written instructions to store the data for longer. Database backups [8.2] expire 90 days after that, so the data is completely erased within 180 days of the trial ending.

• 8.6

  You decide how the personal information in your system is used: your staff's and your customers' details, their bookings and their payments. We handle it only on your behalf — to provide LemonBooking, to support you and as these terms describe — in line with the US privacy laws that apply to you. In privacy law terms, we're your service provider, and we act only on your instructions. Information about your account with us, such as your billing details, is ours to look after, as our privacy policy explains.

• 8.7

  Everyone who works on LemonBooking and can see your data is bound to keep it confidential. We protect it with appropriate technical and organizational measures — including encrypted connections and controlled access — in line with US privacy laws.

• 8.8

  We use other companies (sub-processors) to help run LemonBooking [8.1], under written terms that protect your data at least as well as these. We'll tell you at least 14 days before we add or replace one. If you have a good reason to object and we can't resolve it, you can cancel your subscription [9.1].

• 8.9

  Your data is held in the UK [8.1], and some sub-processors handle it in other countries, including the US. We protect it in the same way wherever it's handled.

• 8.10

  We'll help you answer people who ask to see, correct or delete their information, and give you the information you reasonably need to show you're meeting your own obligations. If we become aware of a breach affecting your data, we'll tell you without undue delay, and within 48 hours. When your subscription ends, we delete your data as [9.3] describes.

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. Your subscription ends on the next business day after we receive your cancellation, or on a later date you tell us.

• 9.2

  If you cancel your subscription [9.1], we'll refund you for any future, full, prepaid months, and for the prepaid credit you've paid in by topping up, less what you've spent. Bonus credit and credit we've given you aren't refunded [5.13]. Additional services such as domain names and email accounts are non-refundable.

• 9.3

  When your subscription ends [9.1], we'll store your data for 90 days, after which we'll delete it permanently. Database backups [8.2] expire 90 days after that, so your data is completely erased within 180 days of your subscription's end date. For the first 30 days after the end date, your existing staff users will have read-only access to the system — including the ability to export data.

• 9.4

  We can terminate any 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], you must wait at least six months before ordering a new subscription for the same organization.

• 9.6

  We may suspend your access, or part of it, if we reasonably believe your system is being used in breach of [4.7], it puts LemonBooking or other clients at risk, or the law requires it. Unless it's urgent, we'll tell you first, and we'll restore access as soon as the problem is resolved.

• 9.7

  Either of us can end the subscription straight away, in writing, if the other seriously breaks these terms and doesn't put it right within 30 days of being asked to, or becomes insolvent.

• 9.8

  If we registered a domain name for you [3.6], it's registered through our account. When your subscription ends, we'll transfer it to a registrar of your choice within 30 days of you asking.

• 9.9

  Email accounts we provide [3.6] can't be transferred to another provider. When your subscription ends, you can download their contents for 30 days.

• 9.10

  Anything in these terms that's meant to continue after your subscription ends does so, including what you owe us, refunds [9.2], your data [9.3], domain names [9.8] and [Section 10].

10. Liability, disputes and changes

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• 10.1

  We'll make every reasonable effort to keep LemonBooking available, secure and free from errors.

• 10.2

  LemonBooking works out prices, invoices and payments from the settings you choose. You're responsible for checking that the prices, discounts, deposits, tax rates, invoices, refunds and payments it produces are right for your organization [4.1] [4.3], and for telling us as soon as you notice a problem. If an error in LemonBooking leads to a wrong charge, invoice or payment, we'll put the error right as soon as we can. Putting things right with your own customers, and recovering or repaying money, is up to you.

• 10.3

  Neither of us is liable to the other for loss of income, revenue, profit, bookings, grants, donations or business, for loss of goodwill, or for any indirect or consequential loss. We're also not liable for amounts you didn't charge, or couldn't recover from, your customers; for loss or corruption of data beyond restoring it from our latest backup [8.2]; or for losses caused by services from other companies that you connect [3.11].

• 10.4

  The most either of us has to pay the other, for all claims arising from these terms or your use of LemonBooking, whether in contract, negligence or otherwise, is the value of the subscription and module fees you paid us in the 12 months before the first claim arose.

• 10.5

  Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn't allow to be limited. The limits in [10.3] and [10.4] don't apply to what you owe us [Section 5], what you reimburse us [5.9], your indemnity [10.6] or the refunds we owe you [5.13] [9.2].

• 10.6

  You'll cover us (indemnify us) for any claim someone else brings against us, and the reasonable costs of dealing with it, that arises from the content you add, your dealings with your own customers, or your breaking the law or the rules in [4.7]. We'll tell you promptly about any such claim and let you take part in handling it.

• 10.7

  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.

• 10.8

  These terms are governed by the law of England and Wales, and the courts of England and Wales will decide any dispute we can't settle between us [10.7].

• 10.9

  We reserve the right to make changes to the terms of service. We'll announce any changes that affect existing clients at least 90 days in advance, by email to your administrators and in LemonBooking. The exceptions are price changes, which we'll announce to existing clients at least 12 months in advance [5.5], and the withdrawal of features, which follows the notice periods in [3.9] and [3.10].

• 10.10

  You accept these terms when you sign up for a free trial or order a subscription, and when you accept updates to them within the LemonBooking system. Whoever accepts them for you confirms they're allowed to, and, if your organization is a committee, club or association rather than a company, that its committee has agreed. If you keep using LemonBooking after a change takes effect, you've accepted it. If you don't agree with a change, you can cancel before it takes effect [9.1].

11. General terms

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• 11.1

  Neither of us is responsible for a delay or failure caused by something outside our reasonable control, such as a major outage at a hosting provider, a cyber attack or a natural disaster. This doesn't change what you owe us for services that have been provided.

• 11.2

  These terms, your order and anything else we've agreed with you in writing, such as payment terms [5.3], are the whole agreement between us. If they disagree, what we've agreed with you in writing comes first, then your order, then these terms.

• 11.3

  If a court decides that part of these terms can't be enforced, the rest still applies. If either of us doesn't enforce a right straight away, we can still enforce it later.

• 11.4

  We may transfer these terms to another company, for example if we sell the business, and we'll tell you if we do. You need our written agreement to transfer them to someone else. No one else has rights under these terms.

• 11.5

  We'll send notices to your administrators' and billing contact's email addresses, or show them in LemonBooking. Please send yours to contact@lemonbooking.com.

• 11.6

  These terms are written in English, and the English version is the one that applies.