What you get
An account, a booking page of your own, and the apps. What is in your plan is on the prices page; what you pay is on your statement.
What it costs
What you pay depends on the country where your business is established, or, if you use ServeCounter privately, the country where you live. That country sets your currency; you do not choose it yourself. Paid, per location per month: CHF 25,00 in Switzerland, DKK 200,00 in Denmark, SEK 300,00 in Sweden, CZK 600,00 in Czechia, PLN 100,00 in Poland, HUF 9.000,00 in Hungary, RON 130,00 in Romania, €25,00 in the rest of the EEA and in Turkey and Ukraine, GBP 25,00 in the United Kingdom and USD 25,00 in the rest of the world; we then take no percentage of your bookings. Free: 1% of the value of every completed booking or sale, however it was paid, including cash and payments on your own card machine. On both plans our payment fee comes on top of a payment that runs through us: €0,10 for an online payment by card, iDEAL or Wero, and 0,1% of a payment on a card reader or by Tap to Pay. There is no payment fee on cash or on your own card machine. You also pay your payment provider what it charges. Our fees are never returned on a refund or on a dispute you lose. These are the prices for a business that starts today; in a country where signing up is not open yet, the price is shown for information. We bill in your currency; whatever your own bank or card issuer charges you, including for converting currency, is yours. Prices quoted are excluding VAT and other taxes on sales; for a business paying Dutch VAT the paid plan is €25,00 excl. btw · €30,25 incl. Where the reverse charge applies, you account for the VAT yourself; where the law requires us to charge VAT or a similar tax, we add it at the rate that applies to you. We give thirty days' notice of a price rise that applies to you; you may cancel then.
What texts and sender names cost
Texts to your customers are charged per text, at the price for the country where your business is established, shown under Messages in your settings; each text keeps the price it was charged at. You set a monthly limit, and beyond it messages go by email instead. Where a text can carry your business's name as sender and that costs money at Amazon Web Services, which sends our texts, we ask you first and show the price: one-time, monthly or both, at Amazon's price plus our margin, in your currency. We request the name only once you agree, and the first month is charged in full. If the price changes, we ask again. You can switch the name off at any time; it stays until the end of that month, and nothing more is billed after that. Texts and sender names are on your statement, with VAT as for your plan.
Payments from your customers
Your customers pay you, into your own account at your payment provider. They pay out to you on the schedule you agree with them. Refunds and chargebacks are for your account; we are not a party to that payment. We take our fee from a card payment through us as it happens. The fee on bookings paid another way, such as in cash or on your own card machine, is on your monthly statement. We collect that statement from your balance at your payment provider first, and only what that balance does not cover by the direct debit mandate you give before your website goes live. We do not return our fee when you refund a payment or lose a dispute; Refunds has the rest.
When it does not work
We aim for a product that is always on, but we do not promise a fault-free service. Planned maintenance is announced beforehand. If it is down through our fault for more than 24 hours together, we refund that month.
Your right to change your mind, as a private individual
If you use ServeCounter privately and not for a business, you have fourteen days to change your mind. You keep that even if you start straight away and switch your website on. On the paid package you pay each month in advance. If you change your mind within those fourteen days, you get back what you paid for the days you did not use.
Cancelling
Every month, with no notice period. Your data stays available to download for another thirty days, and we keep the tax records for seven years as the law requires. An unpaid invoice is never a reason to hold your data.
Not paying
If the monthly collection fails we try again on day 3 and day 7, each time with an email and a to-do on your Dashboard. If the day-7 attempt fails too, your business is paused: your booking page, new bookings and new sales stop. Nothing is cancelled or deleted: appointments already booked stay, keep their reminders and can be settled at the point of sale, and you can still sign in. Paying lifts the pause at once.
What is not allowed
Do not sell anything that is prohibited, do not use the platform for fraud, and do not send messages to people who did not ask for them. If you do, we can close your business. We say why, and you get your tax export.
The name your texts are sent under
When your texts go out under your business's name, you confirm that you may use that name: it is your own business or trade name, or you have the right to use it, and it does not infringe anyone else's trade mark or name. You allow us to request that name for you and, where a country requires it, to register it. If somebody disputes the name, we may send under a general sender instead, and settling the dispute is up to you.
What we do not stand behind
We are the point of sale, not the business. What you sell, to whom, and whether that is allowed, is yours; so are your tax return and your licences. If somebody comes after you over what you sold or put on your page, that is your matter, even when that person knocks on our door.
Who owns what
Your menu, your photographs, your prices and your customer list stay yours. We use them only to make the product work: your website, your web app, and your own app in the app stores, which we build for you and submit on your own developer account. We do not sell them on and do not use them to advertise. The product itself stays ours.
If something changes
We improve the product continuously. If we remove something you rely on, or change these terms, we give thirty days' notice and you may cancel.
Which law applies
Dutch law applies to these terms.
If something goes wrong through us
If something goes wrong through our fault, we compensate your loss up to the amount we charged you for that month, for your whole business together. If it lasts longer than a month, we add those months together. This limit falls away in the case of intent or deliberate recklessness on our part.
Text messages to US and Canadian numbers
ServeCounter Appointment Texts. When a customer books with a business on ServeCounter and ticks "Text me about this appointment" for a US or Canadian mobile number, ServeCounter texts that number about the appointment on the business's behalf: a confirmation, a reminder before it, and a message when it is moved or cancelled. That is about 2 to 4 texts per booking, and never marketing. Agreeing is optional and is not a condition of booking. Message and data rates may apply. Reply STOP to any text to stop them, and START to receive them again. Reply HELP, or write to [email protected], for help. Mobile carriers are not liable for delayed or undelivered messages.
Refunds
A payment made by card, online, at a card reader or by Tap to Pay, is refunded to that card, and a payment made by iDEAL or Wero is refunded to the customer's bank account. Our payment provider's terms do not allow a card payment to be refunded in cash, so we do not offer it. A payment made in cash is refunded in cash, and a sale paid in parts is refunded part by part, each the way it came in. Only when the refund fails because the card is closed, expired, lost or stolen, or because it was declined or failed for a reason the provider does not give, may you give the customer cash instead; the Point of sale records the reason and who did it. You may not give cash when the refund failed because your balance at the provider is too low (top it up and try again) or because the payment is in dispute. Our fees are never returned on a refund, in full or in part, or on a dispute you lose, the same as the provider's own fee.
Retrying a failed refund
When a refund to a card fails, the Owner may ask us to retry it from the Point of sale. By asking, the Owner authorises ServeCounter's staff, an Admin or Support, to retry that one refund on your business's connected Stripe account, in your name and for the amount you asked to refund, and nothing else. We record who asked and who retried it. A payment is never refunded twice: once a retry has succeeded, or cash has been given instead, the other is no longer possible.
Suspension
We may suspend access to your business when we have good reason to suspect fraud or abuse of the platform, or when a Statement stays unpaid after the reminders under Not paying. Only an Admin on our staff can do it, and we tell the Owner by email, with the reason. Suspending is not deleting: your data is kept, and access is restored when the reason is gone, for example when the Statement is paid. It is separate from the pause under Not paying, which leaves you signed in, and it is a smaller step than closing your business under What is not allowed.
Betas and features we are trying
Some features are offered as a beta, which the Owner chooses to try under Settings, Try the beta. A beta is not part of what you pay for. It can change, or end, and we may switch it off for your business; we tell you when we do, but the thirty days' notice under If something changes is for what you rely on in your plan, not for a beta you chose to try. We do not promise that a beta will become a feature.
Questions about this document go to [email protected].