Terms & Conditions

1. Subscription Plans

WaitlessFlow offers the following subscription tiers:

All prices are in US Dollars (USD) and exclude applicable taxes. Annual prices are billed as a single upfront payment. Feature entitlements for each plan are described in the Pricing page, which forms part of these Commercial Terms.

2. Free Plan

The Free Plan is available indefinitely with no credit card required. Key conditions:

• Limited to 50 queue tokens per calendar day (midnight UTC reset)
• 1 branch location, 1 active counter, 1 staff account
• WaitlessFlow branding is displayed on all customer-facing pages and cannot be removed
• Access to basic analytics with a 7-day data history only
• Community support via our Help Centre only (no email or chat support)

WaitlessFlow reserves the right to modify the Free Plan feature set with 90 days’ written notice to registered Free Plan email addresses.

3. Paid Plans & Billing

3.1 Billing Cycle

Paid subscriptions are billed in advance on a monthly or annual cycle. Your billing date is set on the day you first subscribe and recurs on the same calendar date each month or year. If your billing date falls on a day that does not exist in a given month (e.g., the 31st), billing occurs on the last day of that month.

3.2 Payment Methods

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) as well as ACH bank transfers for annual plans exceeding $500. All payments are processed securely by Stripe, Inc. WaitlessFlow does not store raw card data.

3.3 Failed Payments

If a payment fails, we will:

• Retry the charge automatically after 3 days, then 5 days, then 7 days
• Send email notifications to your billing email address after each failed attempt
• Suspend your account if payment is not received within 14 days of the first failure
• Terminate your account and delete your data if payment remains outstanding for 30 days after suspension

You may update your payment method at any time in Dashboard › Settings › Billing.

3.4 Invoices

Invoices are automatically generated and emailed to your billing address after each successful payment. You can download all historical invoices from your dashboard. Invoices are issued in USD and include applicable tax breakdowns.

4. Annual Subscriptions

Annual plans are billed upfront and represent a significant saving over monthly billing (approximately 20%). Key terms:

• Annual subscriptions auto-renew at the then-current annual price unless cancelled at least 7 days before the renewal date
• We will send a renewal reminder 30 days before your annual renewal date
• Mid-term upgrades are prorated for the remaining days in your billing year
• Mid-term downgrades take effect at the next renewal date; no credit is issued for the difference

5. 30-Day Money-Back Guarantee

The money-back guarantee applies to the first subscription period only. It does not apply to:

• Renewals (monthly or annual)
• Plan upgrades within an existing paid subscription
• Accounts terminated for violation of the Terms of Service or Acceptable Use Policy
• Add-on services (e.g., SMS credit top-ups, white-label setup fees)

6. Refund Policy

Outside of the 30-day money-back guarantee, WaitlessFlow does not issue refunds for:

• Partial months remaining after cancellation of a monthly plan
• Unused portions of an annual plan after the 30-day guarantee window has expired
• Downgrade to a lower-priced plan mid-cycle

Exceptions may be made at WaitlessFlow’s sole discretion in the case of extended platform outages exceeding the SLA thresholds in Section 8, or verified billing errors. Approved exceptions will be issued as account credit or refunded to the original payment method.

If your account is terminated by WaitlessFlow for reasons other than Terms violations, you will receive a pro-rata refund for any prepaid period remaining.

7. Plan Changes

7.1 Upgrading

You can upgrade your plan at any time from your dashboard. The upgrade is effective immediately. For monthly plans, the price difference for the remaining days in the current billing cycle is charged immediately on a prorated basis. For annual plans, the prorated difference for the remaining days in the billing year is charged immediately.

7.2 Downgrading

You can schedule a downgrade at any time. The downgrade takes effect at the start of the next billing cycle. If your current usage exceeds the limits of the lower plan (e.g., more branches than the lower plan allows), you will need to reduce usage before the downgrade takes effect. We will notify you of any conflicts when you schedule the downgrade.

7.3 Cancellation

You may cancel your subscription at any time from Dashboard › Settings › Billing › Cancel Plan or by emailing hello@waitlessflow.com. Cancellation takes effect at the end of the current billing period. Your account reverts to the Free Plan (subject to Free Plan limits) until the data export window closes or until account deletion.

Following cancellation of a paid plan, Customer Data is retained for 30 days to allow export. After 30 days, data is permanently deleted in accordance with our retention schedule.

8. Service Level Agreement (SLA)

8.1 Uptime Commitment

WaitlessFlow commits to the following monthly uptime targets for paid subscribers:

Uptime is measured as the percentage of minutes in a calendar month during which the core queue API and dashboard are accessible and responding within 5 seconds.

8.2 Exclusions

The SLA does not cover downtime caused by:

• Scheduled maintenance (announced at least 48 hours in advance via status.waitlessflow.com)
• Events outside WaitlessFlow’s reasonable control (force majeure)
• Third-party service outages (Stripe, Twilio, AWS infrastructure failures)
• Customer’s own network, hardware, or software issues
• Denial-of-service attacks or malicious traffic originating from Customer’s network

8.3 Claiming Credits

SLA credits must be claimed within 30 days of the affected month by emailing hello@waitlessflow.com with subject “SLA Credit Request — [Month Year]”. Credits are applied to your next invoice and cannot be exchanged for cash. Maximum total credit in any calendar month is 30% of that month’s subscription fee.

8.4 Free Plan

The Free Plan is provided on a best-effort basis with no SLA commitment. We target the same infrastructure uptime but do not issue credits for Free Plan downtime.

9. API Usage & Fair Use Policy

REST API and webhook access is available on the Business and Growth plans. API usage is subject to the following rate limits:

Requests that exceed the per-minute rate limit receive a 429 Too Many Requests response. Exceeding daily limits on the Business plan will result in API access being paused until the next UTC midnight reset.

Fair Use: Even on unlimited plans, we prohibit use of the API to:

• Scrape or bulk-export data at volumes inconsistent with legitimate business use
• Deliberately overload the API infrastructure
• Build a competing product or service
• Resell raw API access to third parties without a Reseller Agreement (see Section 13)

Violations may result in temporary rate-limit reduction, suspension, or termination at WaitlessFlow’s discretion.

10. Data Processing Agreement

Where you process personal data of your customers through the WaitlessFlow platform and are subject to GDPR, UK GDPR, or comparable data protection law, a Data Processing Agreement (DPA) governs WaitlessFlow’s role as a data processor.

Our standard DPA is incorporated by reference into these Commercial Terms for all paid subscribers. By subscribing to a paid plan you confirm that you have read and agree to the DPA. Key terms of the DPA include:

• WaitlessFlow processes Customer Data only on your documented instructions
• We implement appropriate technical and organisational security measures (TLS 1.3, AES-256 at rest, access controls, penetration testing)
• Sub-processors are listed at waitlessflow.com/PrivacyPolicy.aspx and customers are notified of changes 30 days in advance
• In the event of a personal data breach, WaitlessFlow will notify you within 48 hours of becoming aware

Enterprise customers requiring a custom DPA or additional data protection addenda (e.g., UK IDTA, Swiss adequacy addendum) should contact legal@waitlessflow.com.

11. White-Label Terms

White-label functionality (available on the Growth plan) allows you to present the WaitlessFlow platform under your own brand name, logo, and domain. White-label usage is subject to the following additional terms:

• You may not claim to have built or own the underlying platform software
• You remain responsible for your end-users’ compliance with WaitlessFlow’s Acceptable Use Policy
• WaitlessFlow branding must remain visible in the footer of admin-only interfaces (not customer-facing pages)
• Custom domains must be provisioned with valid SSL certificates; WaitlessFlow will provision these via Let’s Encrypt at no charge
• White-label configuration is covered by a one-time setup fee of $599; ongoing access is included in the Growth plan subscription
• Termination of the Growth plan reverts all white-label configurations to WaitlessFlow defaults within 30 days

12. Reseller & Partner Programme

Resellers who wish to sell WaitlessFlow subscriptions to their own clients must execute a separate Reseller Agreement. Key terms of the Reseller programme include:

• Reseller discounts of 15%–30% depending on committed monthly recurring revenue (MRR)
• Resellers are responsible for their clients’ compliance with WaitlessFlow’s Terms of Service
• Resellers may not modify, rebrand, or represent the Service other than as permitted in the Reseller Agreement
• Reseller agreements have a minimum 12-month term and renew annually

To enquire about the Reseller or Partner programme, contact hello@waitlessflow.com.

13. Taxes & Fees

All subscription prices are exclusive of applicable taxes. Depending on your location, we may be required to collect:

• US Sales Tax — collected for customers in states where WaitlessFlow has tax nexus. Your applicable rate is calculated and displayed at checkout based on your billing address.
• VAT / GST — collected for customers in the EU, UK, Australia, and other jurisdictions where digital services VAT applies. Business customers in the EU may provide a valid VAT number at checkout for reverse-charge treatment.

Tax calculations are performed by Stripe Tax. If you believe a tax charge has been applied in error, contact hello@waitlessflow.com within 60 days of the invoice date for a review.

WaitlessFlow does not charge setup fees, contract fees, or cancellation fees on any plan.

14. Price Changes

WaitlessFlow may change subscription prices from time to time. We will give you at least 60 days’ written notice by email before any price increase takes effect. Price increases will not affect the current billing cycle; they take effect from the next renewal date after the 60-day notice period expires.

If you do not accept the new price, you may cancel your subscription before the renewal date and receive any applicable pro-rata refund for prepaid amounts. Continued use of the Service after the new price takes effect constitutes acceptance.

Annual subscribers who have prepaid will not be affected by a price increase until their annual term expires.

16. Contact & Notices

Formal legal notices to WaitlessFlow must be sent by email to hello@waitlessflow.com with a copy by certified mail to the address above. Notices from WaitlessFlow will be sent to your account’s registered email address and are deemed received 24 hours after sending.

Related documents:   Privacy Policy  ·  Terms of Service  ·  Cookie Policy