Terms for Clients

1. Who you book with

Your booking is with the business, not with us. The business provides the service, sets the price and the rules, and is responsible for the service. It is a trader, and your consumer rights apply against it.
We run the booking system. We show you the business's services, prices and free times, pass your booking to the business, and send you confirmations and reminders.
Using WhenBy to book is free for you. You pay the business for its services.

2. Your account, or none

You can book in the app with an account, or on the web as a guest if the business allows it.
With an account, you sign in with a one-time code sent to your email (or Apple or Google sign-in, if you use it). You must be at least 16. A parent or guardian can book for a child.
As a guest, a name and an email are enough (a phone number is optional). We email you a link to confirm. If you don't confirm within 30 minutes, the time is released.
Keep your details correct, and keep your email account safe: anyone who can read it can sign in as you.

3. Making a booking

Before you confirm, you see the service, the time, the staff member if you chose one, the full price including VAT and any travel fee, and the business's cancellation rules.
Some businesses confirm bookings at once. Others approve each one: your booking is then a request, and if the business doesn't answer within 24 hours (or 2 hours before the start, whichever comes first), it is declined automatically and you're told.
For a home visit, you give the address and confirm the pin on the map. The business sees it, and we delete it 30 days after the visit.
You can add a note for the business. Don't put anything in it you don't want the business to read.

4. Changing and cancelling

Each business sets its own cancellation cutoff, for example 24 hours before the start. It is shown before you book and on your booking.
Until the cutoff you can move or cancel the booking yourself, at no cost from us. After it, contact the business; whether you can still change it, and whether a fee applies, is up to the business's policy.
The business can also move or cancel your booking. We tell you if it does.
If you don't turn up and don't cancel, the business can record a no-show. Only that business sees it; other businesses don't. A business may decide not to take further bookings from you.

5. Paying

Usually you pay at the business, the way you always do. We don't take your money.
Prepayments and deposits. Some businesses may ask you to pay in advance, or leave a deposit, when you book. Before you pay, we show you the amount and the business's deposit and refund policy. Payments are handled by Stripe, and go to the business's own Stripe account; we never hold them. Stripe's privacy policy applies to your payment details.
Refunds are made by the business, according to its policy and your legal rights. If you can't agree with the business, you can also contact your card issuer.
Right of withdrawal. For services booked for a specific date, the 14-day right to cancel a distance contract usually does not apply (EU Consumer Rights Directive, Art. 16(l)). You can always cancel for free until the business's cutoff.

6. Reviews

When reviews are available, only a client with a completed booking can review it, once, within 30 days. Reviews are labelled "Verified booking". They must be honest, about your own visit, and free of personal data, insults and anything illegal. Businesses can reply but can't delete reviews. We remove a review only for breaking these rules, and tell both sides why. You can report a review or a business page to us at [CONTACT EMAIL].

7. Messages we send

We send messages about your bookings: confirmations, changes, and reminders (by default 24 and 2 hours before; you can change this in Settings). These are part of the service. A business sends you marketing only if you agreed to it with that business, and you can stop it at any time.

8. Fair use

Don't make bookings you don't intend to keep, book in someone else's name without their permission, harass businesses or staff, or misuse, copy or overload WhenBy. We may restrict or close an account that does, and tell you why.

9. Our responsibility

We are responsible for running the booking system with reasonable care and skill. We are not responsible for the services the business provides, or for what the business does.
We work to keep WhenBy available, but it may sometimes be interrupted. If a booking doesn't reach a business because of our mistake, tell us and we will try to put it right.
Nothing in these terms limits liability that the law does not allow us to limit, including for death or personal injury caused by negligence, or your statutory rights.

10. Ending your account

You can delete your account at any time in the app (Account → Delete account). Your future bookings are cancelled and the businesses are told. What happens to your data is in our Privacy Policy.

11. Changes

We may change these terms, for example when we add features or the law changes. We tell you about important changes in advance, by email or in the app. If you don't agree, you can stop using WhenBy and delete your account.

12. Problems and complaints

Tell us first at [CONTACT EMAIL]; most things can be put right quickly. These terms are governed by the law of [GOVERNING LAW], but you keep the protection of the law of the country where you live, and you can bring a claim in your local courts.

13. Contact

[COMPANY NAME], [REGISTERED ADDRESS]. Email: [CONTACT EMAIL].