Slot Flow Terms of Service

Last updated: [date]

These terms are a contract between Slot Flow Ltd, a private company limited by shares, registered in England and Wales (company number 17031737), whose registered office is at 58A Tudor Road, Hayes, England UB3 2QD ("Slot Flow", "we", "us"), and the business that creates a Slot Flow account ("you", the "Customer").

Slot Flow is for business use only. By creating an account, or clicking to accept, you confirm that you're acting for a business and that you have authority to agree to these terms on its behalf. Because this is a business-to-business contract, consumer protection rights for individual consumers don't apply to it.

1. Definitions

• Service: the Slot Flow software, website, apps, feedback forms, QR codes, dashboards and related support.
• Respondent: a person who gives feedback through one of your Slot Flow forms.
• Customer Data: everything you or your Respondents put into the Service, including feedback, ratings, comments and branding.
• Users: your staff and anyone else you allow to use your account.
• Plan: the subscription level you choose, as described on our pricing page.

2. Your account

• Give us accurate details and keep them up to date.
• Keep log-in details secure. You're responsible for everything done through your account and by your Users.
• Tell us straight away at [support@getslotflow.com] if you think your account has been misused.
• You must be at least 18 to create an account.

3. Plans and the free tier

• We offer a free Starter plan and paid plans (currently Pro, Business and Multi-location). Each plan's limits (locations, feedback responses, AI draft requests, review syncing) are shown on our pricing page at the time you subscribe.
• Starter (free): no card needed. We may change or end the free tier, or its limits, with at least [30] days' notice. We may close free accounts that have been inactive for [12] months, after giving notice.
• Allowances are shared across your workspace and reset each calendar month (UTC). Unused allowances don't roll over.
• We may change features over time. We won't materially reduce the core features of a paid Plan during a billing period you've already paid for.

4. Billing, renewal and overage

• Payment: paid Plans are billed monthly in advance, in the currency shown at checkout, through our payment provider [e.g. Stripe]. You authorise us to charge your payment method at each renewal.
• Renewal: Plans renew automatically each month until cancelled. You can cancel at any time. Cancellation takes effect at the end of the current billing period, and you keep access until then.
• Taxes: prices exclude VAT and other sales taxes unless stated. We'll add these where the law requires.
• Plan changes: upgrades and downgrades take effect straight away. Your allowances change immediately, and the new price applies from your next invoice. There are no prorated charges or credits unless we say otherwise.
• Overage: there are no automatic overage charges. If you go past your monthly feedback allowance, Respondents can still leave feedback but optional AI analysis pauses until the reset. AI draft requests, including unsuccessful attempts, count towards their own allowance and stop when it's used up. If we introduce paid overage in future, it will only apply if you opt in.
• Refunds: fees are non-refundable except where these terms or the law say otherwise.
• Late payment: if a payment fails, we'll tell you and try again. If it's still unpaid [14] days after we notify you, we may suspend paid features or move you to the free tier. We may charge statutory interest on overdue business debts under the Late Payment of Commercial Debts (Interest) Act 1998.
• Price changes: we'll give at least [30] days' notice of a price change. It applies from your next renewal after the notice period. If you don't agree, you can cancel before then.

5. Acceptable use

You and your Users must not use the Service to:

• break any law or regulation, or anyone's rights (including privacy, intellectual property and consumer rights);
• send spam or unsolicited marketing, or collect data you have no lawful basis to collect;
• collect special category data (such as detailed health information) unless you've set up a lawful basis and appropriate safeguards and told us in writing [or: not at all];
• upload malware, or try to break, overload, probe or get around the Service's security or usage limits;
• reverse engineer, copy or resell the Service, or build a competing product using it, except where the law allows this;
• impersonate anyone, or mislead Respondents about who you are;
• harass, threaten or discriminate against anyone, including Respondents who give negative feedback.

6. Reviews, review platforms and consumer law (important)

Slot Flow helps you collect feedback and lets you show your public review links (such as Google, Yelp and Facebook). You are responsible for how you ask for reviews, and you must follow the law and each platform's rules. In particular, you must not:

1. Gate reviews. Don't show, hide, reorder or change the prominence of public review links, or the invitation to review, depending on whether a customer's feedback or rating is positive or negative. Don't make offers of help or contact depend on the customer not posting a review. Slot Flow is built to show the same review options to everyone. You must not configure, change or work around it to do otherwise.
2. Post or commission fake reviews. Don't write, buy, or ask anyone to write reviews that don't reflect a genuine experience. This includes reviews by staff, owners, relatives or paid third parties posing as customers, and fake negative reviews of competitors.
3. Incentivise reviews. Don't offer discounts, gifts, prize draws or other rewards in exchange for a review, or for a positive review. Where the law and platform rules allow any incentive, it must never depend on the review being positive and must be clearly disclosed. Google doesn't allow incentives for reviews at all.
4. Suppress or misrepresent reviews. Don't hide or delete genuine negative reviews in a misleading way, threaten or pressure customers over their reviews, or present selected reviews as if they're representative.

The rules that apply include:

• UK: the Digital Markets, Competition and Consumers Act 2024, which bans fake reviews, concealed incentivised reviews and misleading review practices, and the Competition and Markets Authority's guidance. The CMA can fine businesses up to 10% of global turnover.
• US: the Federal Trade Commission's Rule on the Use of Consumer Reviews and Testimonials (16 CFR Part 465), which covers fake reviews, conditional review incentives and review suppression, and allows civil penalties for each violation.
• EU: the Unfair Commercial Practices Directive as amended by the Omnibus Directive, and national laws.
• Platform policies: including Google's policies on prohibited and restricted content for reviews (which ban selectively soliciting positive reviews and incentivised reviews), and Yelp's and Facebook/Meta's review guidelines.

If you breach this section, we may suspend or close your account straight away (see section 13). You'll be responsible for any fines, claims or losses that result (see section 11). This section doesn't make us responsible for checking your compliance, and nothing we provide is legal advice.

7. Your data and data protection

• You own Customer Data. You give us permission to host, process and display it only to provide, secure and improve the Service, and as these terms and the DPA allow.
• Roles: for Respondent personal data you are the controller and we are your processor. Our Data Processing Agreement ([link to DPA], a placeholder until finalised) forms part of these terms and applies automatically. It covers UK GDPR Article 28 terms, subprocessors, international transfers and security.
• Your responsibilities: you must have a lawful basis for collecting Respondent data, give Respondents a clear privacy notice (including that you use Slot Flow), handle their rights requests, and only collect what you need.
• Our account data: how we handle data about you and your Users as controller is explained in our Privacy Policy at /privacy.
• Aggregated data: we may use de-identified, aggregated data (which can't identify you, your Users or any Respondent) to run and improve the Service.
• Export and deletion: you can export Customer Data while your account is open. After your account closes, we delete it as set out in the DPA and Privacy Policy.

8. AI features

Some features use AI to suggest sentiment labels and draft replies. AI output can be wrong. It's a suggestion only, and a person on your team must review it before relying on it or sending anything. Slot Flow doesn't post replies publicly for you. You're responsible for what you send or publish.

9. Third-party services

The Service connects with third-party services (for example Google Maps review sync, Clerk for sign-in, and payment providers). Your use of those services is governed by their own terms. We aren't responsible for them, and features that depend on them may change if the third party changes or withdraws its service.

10. Intellectual property

• We (and our licensors) own the Service, including the software, design, templates, and the Slot Flow name and logo. While you have an account, we give you a non-exclusive, non-transferable right to use the Service for your internal business purposes, in line with these terms.
• You own your Customer Data, logos and branding. You give us a licence to use them only to provide the Service to you. With your permission, we may also name you as a customer in our marketing (you can withdraw permission at any time).
• If you send us feedback or suggestions about Slot Flow, we can use them freely without paying you.

11. Liability

• What we don't exclude: nothing in these terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or anything else that can't be limited under English law.
• Indirect losses: neither of us is liable for loss of profits, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss.
• Cap: apart from the items above, each party's total liability under or in connection with these terms in any 12-month period is limited to the greater of (a) the fees you paid us in the 12 months before the event giving rise to the claim, and (b) £[100]. [Consider a separate, higher cap for data protection breaches, e.g. 2× annual fees.]
• Your indemnity: you'll cover us for losses, fines, and reasonable legal costs arising from third-party or regulator claims caused by your Customer Data, your breach of section 5 or 6, or your breach of data protection law.
• Service provided "as is": we work hard to keep Slot Flow available and accurate, but we don't promise it will be uninterrupted or error-free, or that AI output or synced review data will be complete or correct. To the extent the law allows, we exclude implied terms about quality and fitness for purpose.

12. Suspension

We may suspend all or part of the Service, with notice where practical, if: you break section 5 or 6; payment is overdue (see section 4); it's needed to protect the Service, other customers or Respondents; or the law requires it. We'll restore access once the issue is fixed.

13. Termination

• By you: cancel at any time in your billing settings. It takes effect at the end of the current billing period.
• By us: we may end these terms with [30] days' notice for any reason, and refund any prepaid fees for the period after termination. We may end them straight away if you seriously or repeatedly breach these terms (including section 6), don't fix a breach within [14] days of being told about it, or become insolvent.
• After termination: your right to use the Service stops. You'll have [30] days to export your Customer Data, after which we'll delete it as set out in the DPA. Sections that by their nature should survive (including 4 for unpaid fees, 6, 7, 10, 11 and 15) continue to apply.

14. Changes to these terms

We may update these terms. We'll give at least [30] days' notice of material changes by email or in the app. If you don't agree, you can cancel before they take effect. Continuing to use the Service after that means you accept them.

15. General

• Governing law and courts: these terms, and any dispute or claim connected with them (including non-contractual ones), are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.
• Entire agreement: these terms, the DPA, the Privacy Policy and your order/Plan details are the whole agreement between us about the Service.
• Assignment: you may not transfer these terms without our written consent. We may transfer them to a group company or a buyer of our business.
• Events outside our control: neither of us is liable for delays caused by events outside our reasonable control.
• Notices: we'll send notices to your account email. You can send them to [legal@getslotflow.com] and 58A Tudor Road, Hayes, England UB3 2QD.
• Severability, waiver and third parties: if part of these terms is invalid, the rest still applies. Not enforcing a right straight away doesn't mean we waive it. No one else has rights under these terms under the Contracts (Rights of Third Parties) Act 1999.

16. Contact

Slot Flow Ltd, 58A Tudor Road, Hayes, England UB3 2QD Support: [support@getslotflow.com] · Privacy: privacy@getslotflow.com