Terms of Service

These terms govern your use of Jonot, a cloud queue-management service operated by Jonot Oy (business ID 3620928-7, registered office Tenavatie 11B, 00760 Helsinki, Finland; "Jonot", "we", "us"). By creating an organisation on Jonot or using the service on behalf of an organisation, you agree to these terms.

1. Definitions

• "Customer" — the organisation that subscribes to Jonot (e.g. the shop, clinic, or office using the service).
• "End User" — a person who joins a queue run by a Customer. End Users interact with Jonot anonymously; they are not party to these terms.
• "Staff User" — a person (employee, manager, operator) the Customer authorises to use Jonot on its behalf.
• "Service" — the Jonot web and kiosk applications, the API, and related infrastructure at jonot.io and its subdomains.

2. The Service

Jonot provides virtual queue management: End Users join a queue via QR code or kiosk, and Staff Users call, complete, or skip tickets in real time. That is what the Service does.

That is also all the Service does. Jonot is not a point-of-sale system, an electronic medical record, a payment terminal, or a customer-relationship management tool. Do not rely on it for any of those. We make reasonable effort to keep the Service available but do not guarantee that every real-time update will arrive instantly; real-time delivery is best-effort.

3. Subscription and billing

Paid plans are offered on a monthly or annual subscription. Subscriptions renew automatically on the anniversary of the billing period unless cancelled. A paid subscription may include a free trial (currently 30 days; the current length is shown when you subscribe). We charge nothing during the trial; the subscription and billing begin when the trial ends unless you cancel first.

Billing is handled by a third-party merchant of record, Polar (polar.sh), which acts as the seller of record for your subscription. This means your contractual counterparty for the purchase — and the party responsible for collecting and remitting VAT/sales tax and for processing refunds — is Polar, not Jonot. Polar's terms also apply to the payment transaction.

• Prices are shown on the pricing page at the time you subscribe and are exclusive of VAT/sales tax unless stated.
• Downgrades take effect at the end of the current billing period; upgrades take effect immediately with prorated billing.
• We do not offer refunds for partial billing periods, except where required by law (including a consumer's right of withdrawal under Section 4). Cancel before the next renewal to avoid being charged.

4. Right of withdrawal (consumers)

If you are a consumer — a natural person acting outside a trade, business, or profession — resident in the EU, you have a statutory right to withdraw from this distance contract within 14 days of entering into it, without giving any reason. To withdraw, tell us by a clear statement (for example, an email to info@jonot.io) before the 14-day period ends.

If you expressly ask us to begin providing the Service during the 14-day period and then withdraw, you owe a proportionate amount for the Service actually provided up to the moment you inform us, and we refund the balance. The right of withdrawal ends once the Service has been fully performed with that express prior consent.

Where a paid plan includes a free trial of at least 14 days (currently 30 days), your withdrawal period runs during the trial and no payment is taken until it ends — so in practice you can exercise this right at no cost by cancelling before the trial ends. Nothing in Section 3 or elsewhere limits mandatory consumer rights that cannot be waived by contract.

5. Acceptable use

You agree not to:

• Enumerate, guess, or share ticket hashes belonging to other Customers' End Users.
• Reverse-engineer, probe, or attempt to bypass the authentication, rate-limiting, or authorisation in the Service.
• Use the kiosk input fields to spam, harass, or submit content you don't have the right to submit.
• Resell the Service or provide it as a white-labelled product without a separate written agreement.
• Use the Service for any illegal purpose or in violation of applicable law.

We may suspend or terminate accounts that breach this section, typically after a warning but immediately where there is an active security or integrity threat.

6. Customer data

You remain the controller of End User data collected through your Jonot deployment (names, phone numbers, queue history). We process that data only to provide the Service, per our Privacy Policy at /privacy/. Where we process End User personal data on your instructions, we act as your processor and you as the controller. Our Data Processing Addendum forms part of these terms and applies automatically to every paying Customer; it sets out the Article 28(3) GDPR processing terms. You do not need to request it separately.

7. Customer content and intellectual property

Queue names, location names, logos, and any other branding you upload remain yours. By uploading them, you grant Jonot a non-exclusive, royalty-free licence to host, display, and process that content strictly for the purpose of operating the Service on your behalf. We'll remove your content from live systems within 30 days of termination; backups roll off within 90 days.

The Jonot software, brand, documentation, and underlying code (including what runs in your browser) remain our intellectual property.

8. Warranty and disclaimer

The Service is provided "as is" and "as available". We do not warrant that the Service will be uninterrupted, error-free, or free from security incidents. To the maximum extent permitted by law, we disclaim all implied warranties, including merchantability and fitness for a particular purpose.

Where a Customer is a consumer (a natural person acting outside a trade or profession) under the law of their country of residence, this section does not limit any consumer-protection rights that cannot be waived by contract.

9. Limitation of liability

To the maximum extent permitted by applicable law, our aggregate liability to you in any 12-month period is limited to the subscription fees paid for the Service in that same 12-month period (net of taxes and refunds), whether paid to us or to our merchant of record. We are not liable for indirect, incidental, consequential, or punitive damages; lost profits; lost data; or business interruption — even where we have been advised of the possibility. Nothing in these terms limits liability that cannot be limited by law (for example, gross negligence or wilful misconduct).

10. Service level

We target 99.5% monthly uptime for the API and core frontend apps on paid plans, measured against the availability of api.jonot.io and the primary app hostnames excluding scheduled maintenance and factors outside our control. Free plans come without an SLA. Our own SLA cannot exceed the underlying guarantees our infrastructure provider commits to us.

Support for paid plans: we aim to respond to incidents affecting Service availability within 4 business hours and to other support requests within 2 business days.

11. Term and termination

These terms apply for as long as you have an active Jonot subscription, plus the retention periods described in the Privacy Policy. Either party may terminate for convenience at the end of the current billing period. We may terminate immediately for material breach (security violations, unpaid fees after 14-day notice) or if we are required to by law.

On termination, we'll provide a 30-day window during which you can export your queue configuration and data. After that, we delete live records; backups roll off within 90 days.

12. Changes to these terms

We may update these terms as the product evolves. Material changes — anything that narrows your rights or expands your obligations — are notified to the billing contact at least 14 days in advance. Continued use after the effective date constitutes acceptance. If you disagree, cancel before the effective date.

13. Governing law and jurisdiction

These terms are governed by the law of Finland, excluding its conflict-of-laws rules. Disputes are subject to the exclusive jurisdiction of the courts of Finland, without prejudice to mandatory consumer-protection rules that grant a consumer the right to sue in their country of residence.

14. General

Assignment. You may not assign these terms without our prior written consent; we may assign them to an affiliate or successor in connection with a merger, acquisition, or sale of assets, on notice to you.

Severability. If any provision of these terms is held unenforceable, the remaining provisions stay in full force, and the unenforceable provision is replaced by an enforceable one that comes closest to its intent.

Entire agreement. These terms, together with the Privacy Policy and the Data Processing Addendum, are the entire agreement between you and Jonot regarding the Service and supersede prior agreements on the same subject.

Force majeure. Neither party is liable for failure or delay caused by events beyond its reasonable control (for example, natural disasters, war, civil unrest, labour disputes, failures of third-party networks or infrastructure providers, or government action). This does not apply to payment obligations.

Notices. We give notices to your billing-contact email; you give notices to info@jonot.io. A notice is deemed received one business day after it is sent.

15. Contact

Legal notices and questions about these terms: info@jonot.io. For changes of billing contact, security incidents, or account-specific requests, use the same address.