Terms of Service

Who these terms are between

RefinedOS is operated by RefinedOS Ltd (“we”, “us”). “You” means the business that holds the account, and anyone using it for that business.

The service

RefinedOS is online software for appointment-based businesses. Depending on your plan it includes:

• online bookings and a public booking page;
• a calendar, customer records, staff and services;
• booking messages by email, SMS and push notifications to staff (WhatsApp once connected);
• reminders, customer marketing campaigns and a waitlist;
• guided data imports from CSV files;
• analytics and reports;
• subscription plans and billing.

Features, plans and limits can change. Features marked “coming soon” are not part of the service until they are released.

Your account

• Give us accurate information and keep it up to date.
• Keep sign-in details secret. You are responsible for activity under your account and for the people you give access to.
• Only give access to people you trust and who are authorised to see the data they can reach. Remove access when someone leaves.
• Make sure everyone using the account follows these terms.
• Tell us promptly if you think your account has been misused.

Your customers’ data and data imports

You are responsible for the personal data you put into RefinedOS about your customers and team, whether entered manually or imported via CSV files from another platform (such as Fresha, Booksy, Square Appointments, Squarespace Scheduling, Calendly or generic files). You must:

• have a lawful basis for collecting, importing and using it;
• have valid customer consent where you import marketing preferences or send marketing campaigns;
• give your customers the privacy information they are entitled to, including about booking messages;
• verify and confirm all imported records, columns and mappings before completing an import;
• use the service, including indicators, campaigns and messages, lawfully and fairly;
• respond to your customers’ rights requests, with our help as set out in the Data Processing Agreement.

For this data you are the controller and we act as your processor. We handle other data, such as your account and billing, as described in the Privacy Notice.

Messaging and customer marketing

RefinedOS sends booking messages and customer marketing campaigns for you. You must not use it to:

• send spam or unlawful unsolicited marketing;
• message customers without a lawful basis or without required PECR/UK GDPR marketing consent;
• fail to honor opt-outs, STOP replies or unsubscribe requests promptly;
• impersonate another person or business;
• send fraudulent, abusive, harassing or misleading content;
• break the acceptable-use rules of the underlying messaging providers (such as Twilio and Resend).

Businesses on eligible plans may purchase messaging credit packs from RefinedOS via Stripe to fund outgoing SMS campaigns. Messaging credits belong to your business for use on RefinedOS, do not represent customer funds held on trust, and are non-refundable. Complimentary credits granted by platform administrators carry no cash value and cannot be transferred or redeemed.

We may limit or stop messages that breach this section, or that put deliverability or other customers at risk.

Availability

We work to keep RefinedOS available but do not promise it will be uninterrupted or error-free. Maintenance, faults and outages of the third-party services it relies on can affect it. Keep your own contact route open to customers for anything urgent.

Third-party services

RefinedOS relies on other providers, currently Supabase, Vercel, Stripe, Resend, Twilio, Meta (WhatsApp Business Platform), Browser push services (Web Push). Some features depend on them and on your own accounts with them, such as connecting a WhatsApp Business account. Their terms apply to your use of those features, and we are not responsible for their service or changes to it.

Fees and billing

• Paid plans (currently Starter, Growth and Pro) are monthly subscriptions paid through Stripe. Each plan has a limit on bookable team members and includes different features. Prices and what each plan includes are shown on the Subscription page before you choose.
• You can add extra bookable staff slots to a plan as a paid monthly add-on, priced as shown on the Subscription page. Changes to the add-on are charged or credited pro rata. Dashboard logins that are not bookable staff do not use a slot.
• An AI plan is shown as “coming soon” and cannot be bought until its features are available.
• Taxes are added where they apply.
• Messaging credits for customer marketing are purchased separately as one-off credit packs via Stripe.

Subscriptions renew each month until cancelled. Payment details are entered with Stripe, not with RefinedOS. We may change prices or plans with reasonable notice; a change takes effect from your next billing period.

Free trial

New businesses get a 7-day trial with the features of the Pro plan. During the trial you can choose the plan you want to move to, and that plan only starts when the trial ends. Choosing a smaller plan during the trial does not remove Pro features before the trial ends. You can change or withdraw your choice before then.

If a paid plan has not started by the end of the trial, your account becomes restricted (see “Payment problems and restricted access”). Your existing bookings and customers are not deleted.

Changing plan

• Moving to a higher plan takes effect straight away and the difference for the rest of the billing period is charged pro rata.
• Moving to a lower plan is scheduled for the end of the current billing period, so you keep what you have paid for until then. You can cancel a scheduled change before it happens.
• Each plan limits the number of bookable team members. If you are over a plan’s limit, you cannot add more bookable team members until you free up slots, add extra slots or upgrade; your existing team, bookings and customers are not removed.

Payment problems and restricted access

If a payment fails, your account stays active for a short grace period (currently three days) so you can update your payment method. If it is not resolved, or if the trial ends without a paid plan, access becomes restricted: you cannot take new bookings or use premium features, but your existing bookings and customers are kept and customers can still manage their own bookings. Paying, or choosing a plan, restores access.

Separately, we may suspend an account for the reasons in “Suspension”.

Cancelling

You can cancel your subscription yourself from the Subscription page, which opens Stripe’s billing portal where you can also update payment details and see invoices. Cancelling stops future charges and takes effect at the end of the billing period you have already paid for; it does not delete your data immediately.

What happens to your data after the service ends is set out in the Privacy Notice and the Data Processing Agreement.

Acceptable use

You must not:

• access or try to access another business’s data, or any part of RefinedOS you have not been given access to;
• try to break, probe, overload or bypass the security or limits of the service;
• use RefinedOS for anything unlawful, or to abuse the integrations it connects to;
• upload malicious code or content you have no right to use;
• resell or copy the service, or remove notices from it.

Ownership

RefinedOS, including its software, design and branding, belongs to its operator. You get a right to use it for your business while your account is active. You keep ownership of, and control over, your business and customer data, subject to the lawful rights of the people it relates to. You give us permission to handle that data to provide the service.

Suspension

We may suspend or limit an account where reasonably necessary because of:

• a security risk;
• abuse or breach of these terms;
• non-payment;
• a legal or provider requirement.

Where it is reasonable and safe to do so, we will tell you why and give you a chance to fix the problem first.

Liability

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or any liability that the law does not allow to be limited.

Subject to that, and to the extent the law allows: we are responsible for losses that are a reasonably foreseeable result of our breach of these terms or our negligence; we are not responsible for loss of profit, revenue or business, or for indirect or consequential loss; we are not responsible for losses caused by third-party providers or by events beyond our reasonable control; and our total liability to you for everything connected with the service in any 12-month period is limited to the fees you paid for the service in that period.

Nothing here affects any statutory rights you have.

Ending the agreement

You can stop using RefinedOS at any time. We can end the agreement on reasonable notice, or immediately for a serious breach. When it ends, your access stops. How data is returned or deleted is covered by the Privacy Notice and the Data Processing Agreement. Terms meant to continue afterwards, such as liability and governing law, do.

Changes to these terms

We may update these terms. We will show the date at the top and, for material changes, tell business users in advance by email or in the service. If you keep using RefinedOS after a change takes effect you accept it; if you do not, you can cancel.

Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, unless mandatory law where you are based says otherwise.