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 14 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 5). Cancel before the next renewal to avoid being charged.

A free trial under this section is part of a paid subscription and governed by the terms above. A demo account is a different, unpaid offering with its own term, limits, and deletion schedule — see Section 4.

4. Demo accounts

A demo account lets you try Jonot without subscribing to a paid plan. It is not a free trial of a paid subscription: there is no fee, no contract for the supply of a paid Service, no service-level commitment under Section 11, and no support commitment.

A demo account runs for 14 days from activation. You may extend it once, for a further 14 days; that extension is single-use and there is no further renewal. Access ends automatically when the term (including any extension) expires. We may, at our discretion, grant a particular demo account longer access than this; you should not assume that longer access is available on request.

We delete demo data on a fixed schedule, and none of it is recoverable once deleted:

• Live ticket data is deleted approximately 24 hours after it is created.
• A demo account that has issued no ticket is deleted after approximately 48 hours; logging in, exploring the admin dashboard, and the sample queue data we seed for you do not count as issuing a ticket.
• The demo organisation and all its data are permanently deleted approximately 7 days after the demo term (including any extension) ends — so the maximum possible lifetime of a demo account, fully extended, is approximately 35 days from activation.

A demo account is not for production or commercial operation. Customer-facing demo screens (the customer, display, and kiosk apps) and printed tickets are marked as a demo by the Service itself; that marking is not something you can turn off. You may not represent a demo ticket or a demo screen as valid, and you may not write copy under your control — including printed ticket headers and footers — that contradicts, obscures, or instructs an End User to disregard that marking. Doing either is grounds for immediate termination of your demo access.

A demo account is limited to 1 location, 1 queue at that location, 3 paired devices, and 4 tickets per fixed 4-hour window aligned to 00:00, 04:00, 08:00, 12:00, 16:00, and 20:00 UTC — a rate, not a daily allowance. Because the window is fixed rather than a rolling look-back, the allowance resets at the next boundary regardless of when your first ticket in the window was issued.

Where End User personal data passes through a demo account, our Data Processing Addendum applies to that processing on the same basis as it applies to a paying Customer: you remain the controller of that data, and we act as your processor. See Section 7.

You may activate one demo account per person or organisation. We may decline or terminate a demo account at our discretion, and we may modify or withdraw the demo offering at any time.

The statutory right of withdrawal in Section 5 attaches to a paid contract formed at checkout. A demo account forms no such contract, so activating or extending a demo account neither consumes nor shortens that right. The demo's 14-day term and the 14-day withdrawal period are unrelated durations that happen to coincide.

5. 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, your 14-day 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.

6. 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.

7. 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.

8. 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.

9. 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.

10. 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).

11. 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.

12. 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.

13. 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.

14. 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.

15. 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.

16. 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.