Terms of Service

1. Who these terms are between

These terms are the agreement between Piklo Systems, Tjebberupvej 101, 4300 Holbæk, Denmark, company registration number 32709192 ("Piklo", "we", "us"), and the business that creates an organisation in Piklo ("the Customer", "you"). Full company details are in the legal notice.

The person who creates the organisation accepts these terms and the Data Processing Agreement on behalf of the Customer, and confirms that they are authorised to do so. The acceptance is recorded with the version of each document, the language it was read in and the date.

2. What Piklo provides

Piklo is a booking product that the Customer uses over the internet. It provides:

• A booking system — a catalogue of what the Customer offers, opening hours and staff availability, appointments for one customer and classes with several, courses made of more than one session, a waiting list, and a calendar the Customer works from.
• A public booking page at an address the Customer chooses, and a script that embeds the same page in the Customer's own website.
• A customer list — everyone who has booked with the Customer, with their history and the notes the Customer's staff write.
• Emails to the Customer's own customers — confirmations, reminders and cancellations — sent in the Customer's name from Piklo's sending address, and logged so that a failed message is visible rather than silent.
• Online payments through the Customer's own payment provider account, when the Customer chooses to set one up: payment links, deposits, no-show charges, gift cards and multi-visit cards.
• A customer portal, where a person who books can sign in with their email address and see their own appointments, payments and loyalty points across every business using Piklo.
• Text messages to the Customer's own customers, sent through Piklo's SMS provider under Piklo's own account and shown as coming from a sender name the Customer chooses, when the Customer buys credit for them and switches them on.

Text messages are paid for in advance, in packages the Customer buys from Piklo. What a package costs depends on the country the Customer's business is in, because what the networks charge Piklo does; the prices for the Customer's own country are shown in the product before anything is bought, and are the prices that apply. One credit is one message part — 160 characters in the standard alphabet, or 70 where the message contains a character outside it, so a longer message costs several. Credits do not expire, and unused credits are not refunded, in whole or in part, when the agreement ends or at any other time. A message the network accepts and then fails to deliver is not credited back: the operator has been paid for carrying it. Automatic top-up is off unless the Customer switches it on, buys the package it names on the card from the Customer's last purchase, and can be switched off at any time; if the card is declined it switches itself off and is not retried.

Features are described here only where they exist; what Piklo may build later is not part of this agreement.

3. The account, and who may use it

The Customer's people sign in with their own email address and password. The Customer is responsible for who is invited into the organisation, for the roles they are given, and for removing people who should no longer have access.

The Customer must not use Piklo to break the law, to send messages the recipient has not asked for and has no relationship justifying, or in a way that damages the service for others.

4. Plans and prices

There are two plans:

• Free — no charge. One staff member and one location.
• Pro — 10.00 EUR a month, before VAT. Unlimited staff members and locations.

Prices are stated before VAT. VAT is added where it applies; for a business customer in another EU country the reverse charge normally applies and nothing is added.

Pro is paid monthly through Piklo's own payment provider and is billed until it is cancelled. The Customer can cancel at any time, from Settings, and there is no minimum term and no notice period. Cancelling ends the subscription at the end of the period already paid for; the organisation stays on Pro until then and becomes Free afterwards. There is no automatic renewal beyond that monthly subscription, and the Customer manages it themselves.

Piklo may change its prices with 30 days' notice by email. A price change takes effect at the Customer's next renewal after the notice period, and the Customer can cancel before it applies.

5. Piklo's fee on payments

Where the Customer takes payments through Piklo, Piklo charges a fee on each online payment:

• 0.5 % of the amount on the Free plan.
• 0 % on Pro.

The fee applies only to money that actually runs through Piklo. A payment the Customer takes some other way — cash, a terminal at the counter, a transfer — is not charged a fee, and can be recorded in Piklo as settled elsewhere.

6. Piklo never holds the Customer's money

The Customer is the seller towards its own customer. The booking, what is delivered and the price are the Customer’s own, and so is the sale: refunds, chargebacks and disputes are the Customer’s to settle, and Piklo never holds the money they concern. Piklo supplies the systems the sale is made through and is not a party to it.

Payments from the Customer's own customers go directly to the Customer's own account with the payment provider. Piklo is not a payment institution, does not receive, hold or forward the Customer's money, and has no claim on it. Piklo's fee is taken as a platform fee on the individual payment at the moment it is made.

The Customer's agreement with the payment provider — including the provider's own terms, its fees, its identity checks and its payout schedule — is between the Customer and that provider. Piklo is not a party to it. Refunds, chargebacks and disputes are settled between the Customer, its customer and the provider; Piklo mirrors what the provider reports and does not decide the outcome.

7. What the Customer is responsible for

• Its own terms towards its own customers. The booking page asks the person booking to agree to the Customer's terms, and those terms are the Customer's — their content, their cancellation rules, their accuracy. Piklo does not write them and is not a party to them.
• Its own data. The Customer decides what is entered into Piklo about its customers and its staff, and is responsible for having the right to use it, for keeping it correct, and for how long it is kept.
• Its own legal position. Piklo does not give legal, tax or accounting advice, and nothing in the product is such advice.

8. Piklo's data protection role

For personal data about the Customer's own customers and staff, the Customer is the data controller and Piklo is the processor. That relationship is set out in the Data Processing Agreement, which forms part of these terms.

For the accounts of the Customer's own people — name, email address and sign-in events — and for the customer portal, Piklo is the controller. That is set out in the privacy policy.

9. Availability

Piklo makes reasonable efforts to keep the service available and to fix faults within a reasonable time. There is no guaranteed level of availability, no uptime percentage and no service credits; Piklo does not offer a service level agreement.

The service depends on suppliers listed in the Data Processing Agreement, and on the Customer's own internet connection. Maintenance that requires downtime is announced in advance where it can be planned.

10. Liability

Piklo is liable under Danish law, with the following limits:

• Piklo is not liable for indirect loss — including lost profit, lost revenue, lost savings, loss of goodwill and loss or corruption of data that the Customer could have avoided by keeping its own records.
• Piklo's total liability in any twelve-month period is limited to what the Customer has paid Piklo in subscription fees over the twelve months before the event. On the Free plan that amount is zero.

Neither limit applies where Danish law does not permit it, including for damage caused intentionally or by gross negligence.

11. Ending the agreement

The Customer can stop using Piklo at any time by cancelling the subscription and deleting the organisation's data, or by asking Piklo to delete it.

Piklo can end the agreement with 30 days' notice by email, and immediately if the Customer materially breaches these terms and has not fixed the breach within 14 days of being told about it in writing.

When the agreement ends, the Customer has 30 days to export its data. During that period Piklo makes the data available in a commonly used, machine-readable format on request. After the 30 days, the data is deleted from Piklo's systems, and copies in the backups held by Piklo's suppliers age out on the schedule stated in the Data Processing Agreement.

12. Changes to these terms

Piklo may change these terms with 30 days' notice by email to the organisation's owner. The version number and the date it takes effect are at the top of this page, and the current version is always available at this address.

If the Customer does not accept a change, the Customer can cancel before it takes effect. Continuing to use Piklo after it takes effect means the new version applies.

13. Governing law and venue

These terms are governed by Danish law, excluding its conflict-of-laws rules and the UN Convention on Contracts for the International Sale of Goods.

Disputes that cannot be settled between the parties are brought before the Danish courts, with the City Court of Copenhagen as the court of first instance. Mandatory rules of the Customer's own country that cannot be set aside by agreement are unaffected.

These terms are available in several languages. The English version is the binding one; a translation is provided for convenience, and in case of any discrepancy the English version prevails.

14. Contact

Piklo Systems, Denmark. Company registration number 32709192. Email support@piklobooking.com. The postal address is in section 1 and in the legal notice.