Terms of Service

1. Acceptance of these Terms

These Terms of Service ("Terms") govern access to and use of Reservify (the "Service"), an AI-powered booking assistant that operates inside a business's connected Instagram and/or Facebook Page messaging channels. By creating an account, connecting a channel, or otherwise using the Service, you ("you", "Business", "Business Owner") agree to be bound by these Terms. If you do not agree, do not use the Service.

Reservify is operated by Reservify d.o.o. ("we", "us", "Reservify"). You must be at least 18 years old and have authority to bind the business you represent to use the Service.

2. Definitions

The following terms recur throughout this document.

• "Meta Channel" — an Instagram professional account or a Facebook Page messaging inbox connected to a Business through Meta's official OAuth flow.
• "Meta" — Meta Platforms, Inc., operator of Instagram and Facebook, and the "Meta Platform Terms" / "Meta Developer Policies" its APIs are governed by.
• "Customer" — an end user who messages a Business's connected Meta Channel and is not a party to these Terms.
• "Bot" or "Agent" — the automated system that reads incoming Customer messages and generates replies on a Business's behalf.
• "Credits" — the unit that meters Agent usage under a Business's subscription, as described in "Subscriptions, Credits & Billing".

3. Business-to-business service

The Service is offered exclusively to businesses and sole traders acting in a business, trade, or professional capacity — never to consumers acting for personal, family, or household purposes. By registering, you represent and warrant that you are entering into these Terms in that capacity. Statutory consumer-protection rights that apply only to consumers, including any distance-contract right of withdrawal, do not apply to this agreement.

4. The Service

Reservify lets a Business configure services, staff, locations, availability, and pricing through a web dashboard, then deploys an AI agent that reads incoming Customer messages on a connected Meta Channel, converses about availability, and creates, reschedules, or cancels bookings using only the data and tools the Business has configured.

The Service is a tool that assists with scheduling. It does not replace the Business's own judgment, staffing decisions, or legal compliance obligations. The Business remains solely responsible for the accuracy of its configuration and for every booking, quote, or commitment the Bot makes on its behalf.

5. Meta Platform integration

The Service operates as a third-party application on Meta's Instagram Messaging and Messenger Platform APIs and is independently subject to the Meta Platform Terms and Meta Developer Policies, which take precedence over these Terms wherever they conflict for anything touching a Meta Channel.

We request only the permissions required to receive messages sent to a connected Meta Channel and to send replies on the Business's behalf. We do not post to a Business's feed or Page, read stories, or access follower/friend lists, and we do not request permissions beyond what booking-assistant functionality requires.

Meta may suspend, rate-limit, or revoke API access to any Business at its sole discretion, for reasons outside our control. We are not liable for any interruption, data loss, or lost business that results from a Meta-side suspension, policy change, API deprecation, or outage. A Business may disconnect a Meta Channel at any time from its dashboard.

6. AI-generated content — no guarantee of accuracy

The Bot identifies itself as an automated assistant at the start of every new conversation, as required under the EU AI Act and Meta's own platform policy. The Business may not configure the Bot to impersonate a human or to deny being automated if asked.

Bot replies, booking confirmations, and any other content generated by the Agent are produced by third-party large language models and are inherently probabilistic. They may be incomplete, out of date, or wrong, including about prices, availability, hours, or policies the Business itself configured.

THE BUSINESS IS SOLELY RESPONSIBLE FOR REVIEWING ITS CONFIGURATION AND FOR VERIFYING BOOKINGS THE BOT MAKES. We do not guarantee that any Bot output is accurate, complete, or free of error, and we disclaim all liability for any loss arising from a Customer relying on Bot output, including missed appointments, incorrect pricing quoted, double-bookings not caught by the Business, or any commitment a Customer believes the Business made through the Bot.

7. Your responsibilities

You are responsible for the lawfulness of your business, your configuration, and everything the Bot says on your behalf under your account. You represent and warrant that:

• you have the legal right to operate the business you register, and to connect the Meta Channel(s) you connect;
• your use of the Service complies with all laws applicable to your business, including consumer protection, advertising, telemarketing/anti-spam law (such as the US TCPA and CAN-SPAM Act, and equivalent EU/Serbian e-privacy rules), and data protection law in every jurisdiction you serve customers in;
• you have whatever lawful basis, consent, and notices your jurisdiction requires before you have the Bot collect a Customer's name, phone number, or other personal data over DM, and before you enable SMS or email outreach to a Customer;
• you will not use the Service for any business that is illegal, regulated in a way the Service does not support, or prohibited under Meta's Commerce or Platform policies.

8. Customer data and your role as controller

As between you and us, you are the controller of the data your Customers send through your connected Meta Channel and of the booking records, notes, and configuration you create. We process that data solely as your processor, strictly to operate the Service on your behalf, per our Privacy Policy and the Data Processing Addendum below, which forms part of these Terms. You are responsible for your own privacy notices to your Customers and for honoring any data-subject request they make directly to you.

9. Subscriptions, credits & billing

Paid plans are billed on a recurring basis through Paddle.com Market Limited, acting as Merchant of Record for the transaction. Paddle, not Reservify, is the seller of record, handles all payment-card and tax data, and its own terms govern the payment transaction itself.

Each Business's plan includes a monthly allotment of Credits that meters Agent usage. Credits reset each billing period, do not carry over unless we state otherwise, and unused Credits have no cash value. We may change plan pricing, Credit allotments, or Credit costs prospectively, with notice through the dashboard or by email before the change takes effect on your next billing period.

You authorize recurring charges to your payment method on file until you cancel. We are not liable for any consequence of a declined, expired, or otherwise failed payment method, including suspension of the Bot.

10. Cancellation, downgrades & refunds

You may cancel at any time from your dashboard. Cancellation stops future renewals; your plan remains active through the end of the period already paid for, after which the Business downgrades to the Free tier. We do not delete your booking, customer, or analytics data on cancellation or downgrade.

Fees already paid are non-refundable except where required by law or where we state otherwise at the time of purchase. We do not prorate mid-period cancellations.

11. Chargebacks and payment disputes

If you believe you were charged in error, contact us at [email protected] before filing a chargeback or payment dispute with your bank or card issuer — we can typically resolve a billing error faster than a dispute process can, and Paddle, as Merchant of Record, is the party your bank will actually contact.

Filing a chargeback or payment dispute for a charge you authorized, without first giving us the chance to resolve it, is a material breach of these Terms. We may immediately suspend or terminate the Business's access to the Service — including disabling the Bot — for the duration of an open, unresolved dispute, and we and Paddle may present evidence of your acceptance of these Terms and use of the Service to contest an unwarranted claim.

You are responsible for any fee we or Paddle incur because of a chargeback or dispute, and for the disputed amount itself if it is ultimately found not to have been made in error. We may recover both from you as a debt, including by billing a payment method on file or offsetting against any credit balance.

Nothing here limits a legitimate right you have under applicable law to dispute an unauthorized or fraudulent charge.

12. Free trial

We may offer a free trial period or a free tier with usage limits. We may change, limit, or discontinue any free offering at any time without liability to you. Trial terms presented at signup, if any, control over this section where they conflict.

13. Acceptable use

You agree not to, and not to permit any Customer-facing use of the Bot to:

• send unsolicited bulk messages or otherwise use the Bot for spam;
• harass, threaten, or deceive Customers, or impersonate a person or entity;
• violate Meta's Platform Terms, Developer Policies, Community Standards, or Commerce Policies;
• attempt to reverse-engineer, scrape, probe, or overload the Service, or circumvent any usage or rate limit;
• use the Service to process special-category data (health, biometric, criminal, or similarly sensitive data) beyond what booking a service inherently requires;
• resell or white-label the Service without our prior written consent.

14. Suspension & termination

We may suspend or terminate a Business's access, immediately and without notice, if we reasonably believe it has violated these Terms, the Meta Platform Terms, or applicable law, or if Meta itself revokes, flags, or restricts the connected Meta Channel. We may also suspend the Service, in whole or part, for maintenance, security, or non-payment.

You may terminate by disconnecting all Meta Channels and cancelling your subscription. Sections of these Terms that by their nature should survive termination — including disclaimers, limitation of liability, and indemnification — survive.

15. Intellectual property

We own the Service, including its software, design, and underlying technology. You own your business content, configuration, and Customer data. You grant us a limited license to use, process, and store that content solely to operate the Service for you.

16. Service availability & changes

The Service depends on third-party infrastructure we do not control, including Meta's messaging APIs, our AI model providers, our payment processor, and our hosting provider. We do not guarantee any level of uptime and are not liable for any outage, degradation, or data loss caused by a dependency of ours failing, changing its API, or discontinuing service. We may modify, add, or remove features at any time.

17. Disclaimer of warranties

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, OR THAT THE SERVICE WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE. WE DO NOT WARRANT THAT AI-GENERATED OUTPUT WILL BE ACCURATE. NO ADVICE OR INFORMATION YOU OBTAIN FROM US CREATES ANY WARRANTY NOT EXPRESSLY STATED HERE.

18. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW: (A) WE WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, REVENUE, DATA, GOODWILL, OR BUSINESS OPPORTUNITY, ARISING FROM OR RELATED TO YOUR USE OF THE SERVICE, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES; AND (B) OUR TOTAL AGGREGATE LIABILITY FOR ANY CLAIM ARISING OUT OF OR RELATING TO THE SERVICE OR THESE TERMS WILL NOT EXCEED THE FEES YOU ACTUALLY PAID US IN THE THREE (3) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

This limitation applies regardless of the legal theory the claim is based on, and applies even if a remedy fails its essential purpose, to the fullest extent such a limitation is enforceable under applicable law.

Nothing in these Terms excludes or limits any liability, or any statutory right of yours, that cannot lawfully be excluded or limited under the law of your jurisdiction — for example liability for death or personal injury caused by negligence, liability for fraud or fraudulent misrepresentation, or a non-waivable consumer-protection right under EU, US state, or Serbian law. Where a provision of this section would otherwise be void for that reason, it is limited only to the extent necessary to make it valid, and the rest of this section remains in full effect.

19. Indemnification

You agree to defend, indemnify, and hold harmless Reservify and its operators from any claim, liability, damage, loss, or expense (including reasonable legal fees) arising out of or related to: your use of the Service; content or configuration you provide; a Bot reply generated from your configuration; your violation of these Terms, the Meta Platform Terms, or applicable law; or any dispute between you and a Customer.

20. Third-party services

The Service integrates with and depends on third parties, including Meta (Instagram and Facebook Messenger), Paddle (billing), one or more AI model providers, and our infrastructure and email providers. We are not responsible for the acts, omissions, outages, policy changes, or pricing changes of any third party, and your use of those third parties' own products (e.g., Instagram itself) is governed by their own terms.

21. Force majeure

We are not liable for any failure or delay in performance caused by circumstances beyond our reasonable control, including acts of God, internet or infrastructure failures, third-party API or platform outages (including Meta's or an AI provider's), war, or governmental action.

22. Data Processing Addendum

This section and the ones below it, up to "DPA · Liability," form the Data Processing Addendum ("DPA") between the Business (as "Controller") and Reservify (as "Processor") for the Customer personal data that the Business's use of the Service causes us to process on its behalf. It is incorporated into and forms part of these Terms — the Business agreed to it the moment it accepted these Terms, with no separate signature needed — and applies for as long as the Business processes Customer personal data through the Service.

The categories of personal data, categories of data subjects, sub-processors, retention periods, and security measures referenced below are as described in our Privacy Policy, which this DPA incorporates by reference rather than restating.

23. DPA · Roles and processing instructions

The Business is the Controller and Reservify is the Processor for Customer personal data. We process that data only on the Business's documented instructions, consisting of: (i) operating the Service as the Business has configured it, and (ii) any further written instruction the Business gives us. We will tell the Business if, in our reasonable opinion, an instruction infringes the GDPR or another applicable data protection law.

24. DPA · Confidentiality and security

We ensure that anyone we authorize to process Customer personal data is bound by a duty of confidentiality. We apply the technical and organizational security measures described in our Privacy Policy's "Data security" section, including encrypting Meta Channel access tokens at rest and never writing personal data to logs at any level, appropriate to the risk of the processing.

25. DPA · Sub-processors

The Business authorizes us to engage the sub-processors listed in our Privacy Policy to provide the Service. We remain responsible for each sub-processor's performance and impose data protection obligations on it materially equivalent to those in this DPA. Before we engage a new sub-processor that will materially change how Customer personal data is handled, we will update the sub-processor list in our Privacy Policy at least 14 days ahead of the change; a Business may object by contacting us, and if we cannot resolve the objection either party may terminate the affected part of the Service.

26. DPA · Assistance with data subject rights

We will assist the Business, insofar as reasonably possible given the nature of our processing and the information available to us, in responding to a Customer's request to exercise their data protection rights, and in meeting the Business's own obligations around security, breach notification, and data protection impact assessments. Where a Customer's deletion request reaches us directly through Meta's data-deletion callback, we act as described in our Privacy Policy's "How to request deletion of your data" section.

27. DPA · Personal data breach notification

We will notify the Business without undue delay after becoming aware of a personal data breach affecting Customer personal data, giving the Business the information we then have available so it can meet its own notification obligations.

28. DPA · International transfers

Any transfer of Customer personal data outside the EEA/UK/Serbia by us or a sub-processor relies on an adequacy decision or another valid transfer mechanism, such as Standard Contractual Clauses, as described in our Privacy Policy.

29. DPA · Deletion and audits

When the Business stops using the Service, we delete or anonymize Customer personal data in line with the retention practice in our Privacy Policy, except data we must keep by law. On the Business's reasonable written request, no more than once per year, we will make available the information reasonably necessary to demonstrate our compliance with this DPA; we may satisfy this with documentation rather than an on-site audit.

30. DPA · Liability

Liability arising under this DPA is subject to, and counts toward, the Limitation of Liability section above; this DPA does not create liability broader than or separate from that section.

31. Governing law & disputes

These Terms are between you and Reservify d.o.o. No specific governing law or forum is designated yet.

32. General provisions

If any provision of these Terms is held unenforceable, the remaining provisions remain in full force. These Terms, together with our Privacy Policy and any order or plan terms presented at signup, are the entire agreement between you and us regarding the Service, and supersede any prior agreement on the same subject.

Our failure to enforce any provision is not a waiver of it. You may not assign or transfer these Terms without our prior written consent; we may assign these Terms in connection with a merger, acquisition, or sale of substantially all of our assets. These Terms do not create any third-party beneficiary rights, including for Customers, who are not a party to this agreement.

33. Changes to these Terms

We may update these Terms from time to time. We will post the revised Terms with a new "last updated" date and, for material changes, notify you through the dashboard or by email. Continued use of the Service after a change takes effect constitutes acceptance of the revised Terms.

34. Contact

Questions about these Terms can be sent to [email protected].