Terms of service

These terms are the agreement between AI Programs Holdings Ltd, a company registered in England and Wales with company number 17516543, whose registered office is at 128 City Road, London, EC1V 2NX, trading as Salonly ("we", "us", "our") and the salon or business that signs up for Salonly ("you", "your"). They include our data processing agreement and our acceptable use policy. Please read them before you sign up. If anything is unclear, email us at hello@salonly.co.uk.

1. Who these terms are for

1.1 Salonly is for businesses: salons, barbers, beauty, nail, brow and lash businesses, aesthetics clinics, spas and people who work for themselves in those trades. When you sign up, you confirm that you are acting for the purposes of your trade, business, craft or profession, and not as a consumer. Sole traders, chair renters and partnerships are welcome, as businesses. Consumer protection laws that only apply to consumers, such as the right to cancel a distance contract within 14 days, do not apply to this agreement.

1.2 The person who signs up confirms they are allowed to agree to these terms for the business.

1.3 The service is designed for businesses based in the United Kingdom.

2. How the agreement is made

2.1 The agreement starts when you tick the box at sign-up to accept these terms, complete sign-up, and we confirm it by email. It is made up of: the details of your sign-up (your plan, billing period and prices), these terms, the data processing agreement and the acceptable use policy.

2.2 If these documents conflict, the data processing agreement takes priority for anything about personal data we handle for you, then these terms, then the acceptable use policy.

2.3 We keep a record of the version of each document you accepted, when, and from which internet address. You can print or save these terms from this page at any time.

2.4 Your own terms, for example on a purchase order, do not apply unless we agree to them in writing.

3. The service

3.1 Salonly is salon booking software. Depending on your plan, as shown on our pricing page, it gives you: a booking page and a booking button for your own website; a diary for you and your team; client records, including notes, colour formulas and allergy alert (patch) tests; confirmations, reminders and other messages to your clients by text and email; deposits taken through your own Stripe account; rebooking messages, a waitlist and review requests; and an AI front desk that answers your phone, answers questions, books appointments and takes messages. You get a dashboard for you and your team.

3.2 The AI front desk is automated and uses artificial intelligence. It can mishear or misunderstand callers, give an answer that is incomplete or wrong, book the wrong service or time, or take a message that is missing details. We work hard to keep it accurate, but we do not promise it will be free of errors. Check bookings and messages as they arrive, and do not rely on it alone where a mistake could cause harm or loss.

3.3 Salonly is not an emergency service. It must not be relied on for emergencies, or to give medical, clinical or treatment advice. If a client may have had a reaction to a treatment, they need to speak to you or to a medical professional, and your answers should tell callers to ring 999 in an emergency.

3.4 We may change and improve the service, including its features, voices, AI models and suppliers. If a change significantly reduces what you have paid for, we will tell you in advance and you may cancel and receive a refund of any fees you have paid in advance for the period after the change.

3.5 We aim to keep the service running at all times, but it depends on telephone networks, mobile networks, the internet and our suppliers, so we cannot promise it will be uninterrupted or free of faults. We will try to do planned maintenance at quiet times and to fix problems quickly. We do not offer service credits unless we agree them with you in writing.

3.6 The website add-on (Salonly shows the price on the pricing page and in your dashboard) gives you a website for your business, hosted by us, in one of our designs, with your booking page built in. It shows your menu, team, opening hours and products from your account, and the words and pictures you add. You can design it and preview it before you add the add-on; it is public only while the add-on is on your plan and you have published it. It has a free address that we choose with you. You can ask us to use your own domain: the domain must be yours, and we will tell you the one change to make where you bought it. We do not promise that any search engine will list your website, or where it will rank.

3.7 Features we describe as "beta" are provided as they are, without any promise about how well they work.

4. Free trial

4.1 Each plan starts with a 14-day free trial, once per business. You do not need to give card details to start the trial.

4.2 To carry on after the trial, add a card before it ends: your subscription then continues and we charge your card for the first billing period on the day the trial ends. If there is no card on your account when the trial ends, your account is paused and nothing is charged: online booking, messages to clients and the AI front desk stop until you add a card. You can add a card later to carry on, and your subscription restarts from that day.

4.3 You can cancel during the trial from the billing page in your dashboard, and you will not pay anything.

4.4 During the free trial the AI front desk answers up to your plan's monthly number of calls. When they are used up it stops answering, and callers reach your voicemail, until your next period starts or you add a card.

5. Prices, payment and VAT

5.1 You pay the prices shown on our website when you sign up: your plan, monthly or yearly in advance (a yearly plan costs ten times the monthly price); and, in arrears with your next payment, any AI front desk calls and texts beyond your plan's monthly allowance, at the prices shown on our pricing page. A call counts as one for each 3 minutes or part of 3 minutes, and the AI front desk ends every call after 6 minutes. A text longer than 160 characters counts as two or more parts. Emails are not charged.

5.2 We add VAT only if we are registered for VAT. While we are not, no VAT is added, and our website and invoices say so. If we register, we will tell you before VAT is added.

5.3 We do not charge commission. We take no share of your bookings, your new or returning clients, or the deposits your clients pay you.

5.4 Your subscription is paid by card through our payment provider, Stripe. You authorise us to charge your card for each payment due under this agreement. Receipts and invoices are emailed to you and are available from the billing page in your dashboard.

5.5 If a payment fails, we will tell you and try again. If it is still unpaid 14 days after it was due, we may suspend the service until it is paid, and if it is unpaid after 30 days we may end the agreement.

5.6 We may change our prices by giving you at least 30 days' notice by email, but a price change never applies during your minimum term (section 6). The new price applies from the start of your next billing period after the notice ends, or after your minimum term ends if that is later. If you do not want to pay the new price, you can cancel before it applies. A yearly plan keeps its price until the year you have paid for ends.

5.7 Fees are not refundable except where these terms say so or the law requires it.

6. Minimum term, changing plan and cancelling

6.1 Your free trial has no minimum term. You can cancel it at any time before it ends and pay nothing. If a trial ends and there is no card on your account, no subscription starts: the service pauses and nothing is charged.

6.2 Your paid subscription starts when your free trial ends (or when you first pay, if you have no trial). It then runs for a minimum term of 12 months. You pay monthly, or yearly in advance if you chose yearly, and a yearly payment covers the whole minimum term. We show the minimum term before you start, and on your billing page.

6.3 We will not increase the price of your plan during the minimum term.

6.4 After the minimum term your subscription carries on month to month (a yearly plan carries on year to year) until you cancel.

6.5 You can move to a bigger plan at any time. The new price applies from the day you move, and your minimum term carries on: it does not start again. You can move to a smaller plan from the end of the minimum term. A smaller plan may remove features or limit the number of people who can take bookings.

6.6 You can cancel at any time from the billing page in your dashboard.

• If you cancel during the minimum term, your subscription ends when the minimum term ends. The service carries on until then, and the fees for the months up to that date stay payable.
• If you cancel after the minimum term, your subscription ends at the end of the billing period you have paid for, and the service carries on until then.
• We do not refund the rest of a period you have already started, including the rest of a yearly plan or of the minimum term, unless these terms say otherwise.

6.7 If we end the agreement under 16.2, or you end it because we have seriously broken it and have not put it right within 14 days of you telling us, the minimum term ends on that date, nothing more is payable for the rest of it, and we refund any fees you have paid in advance for the period after it.

6.8 The website add-on has no minimum term. You can remove it at any time from the Website page of your dashboard. It goes offline straight away and we credit the unused part of the period against your next invoice. We keep your pages and pictures while your account lasts, so you can add it back.

6.9 When your subscription ends:

• your booking page, booking button and website stop taking bookings, messages to your clients stop and the AI front desk stops answering, so change your booking links and any call forwarding before then;
• a phone number we provided is detached from your account, held for 30 days and may then be given to another customer;
• you can export your clients, appointments and records in one click before it ends, and you can ask us for a copy for 90 days afterwards;
• we delete your account data, including clients, appointments, records, calls, messages and settings, 90 days after the subscription ends (voices you designed are deleted after 30 days);
• we keep billing records for 6 years, because tax law requires it.

7. Deposits and payments from your clients

7.1 Deposits are taken through your own Stripe account, which you connect to Salonly. You have your own agreement with Stripe, which covers those payments and Stripe's fees. The money goes from your client to your Stripe account; it never passes through us, and we are not a party to the payment.

7.2 You decide which services need a deposit and how much, and you set your cancellation policy. Salonly shows your deposit and policy to clients before they book. You are responsible for your policy being fair and clear under consumer law, for keeping a deposit only in the cases your policy states (such as cancelling inside your notice period or not turning up), and for refunds and disputes with your clients.

7.3 Your terms with your own clients are between you and them.

8. Messages to your clients

8.1 Salonly sends messages to your clients for you: service messages (booking confirmations, reminders, changes, cancellations and deposit receipts), and, only to clients who agreed, marketing messages (such as "you're due" rebooking messages, offers of cancelled spaces to clients who are due, campaigns and birthday messages). Every marketing message carries a way to opt out, and we keep the two kinds apart, because under the Privacy and Electronic Communications Regulations a service message with a promotion in it counts as marketing.

8.2 When clients book online, they are asked whether they are happy to hear from you about being due back and about offers. When you import or add clients yourself, you must only mark a client as having agreed to marketing if they really did. You are responsible for that choice.

8.3 Texts are sent from your salon's name (a sender name of up to 11 letters, which clients cannot reply to). Emails are sent from "your salon's name via Salonly" and replies go to you. You must not change a message to hide who it is from.

8.4 Review requests go to every client after their visit, at most once every 90 days, with your review link. Under the Digital Markets, Competition and Consumers Act 2024 you must not choose which clients to ask based on whether they are likely to leave a good review, or hide or alter genuine reviews, and you must not use Salonly to do so.

8.5 Your plan includes a number of texts each month. Texts can fail to arrive, for example if a number is wrong or a network does not deliver them, and we are not responsible for messages a network does not deliver.

9. The AI front desk and phone numbers

9.1 We provide a UK phone number for your AI front desk from our telecoms supplier. You may use it while your subscription lasts. The number is not yours to keep: the rights to it stay with us and our supplier. If you want to keep it when you leave, tell us before your subscription ends and we will try to help you move it to another provider, where our supplier allows this. We may charge a reasonable fee for the work involved.

9.2 You can keep your own salon number and forward calls from it to the AI front desk. Call forwarding is provided by your own phone provider, who may charge for forwarded calls. We are not responsible for their charges or for forwarding that does not work.

9.3 Our telecoms supplier and the regulator Ofcom may require information about you, for example your business address. You must give us accurate information when we ask for it, and we may withhold or withdraw a number if we cannot meet those rules.

9.4 The AI front desk only answers calls to your salon. It never makes marketing calls, and you must not use your number to make or send marketing calls or messages.

9.5 Your front desk's greeting tells callers that calls are recorded unless you turn that off; if you turn it off, you must tell callers another way. If a caller sincerely asks whether they are talking to a person, the front desk will say it is an AI; you must not change it to say otherwise. It must not be set up to take payment card details.

10. Your responsibilities

10.1 You are responsible for the information in your account and for keeping it up to date: your services, prices, durations, deposits, policies, opening hours and team, and the answers your front desk gives. This includes anything we set up for you from your website or from another system's export: check it before you rely on it. We are not responsible for bookings or answers that are wrong because the information given was wrong or out of date.

10.2 Salonly lets you set rules for allergy alert (patch) tests, and checks them when clients book online. The rules help you follow your own policy, but they do not replace it. You remain responsible for deciding which treatments need a test, for carrying out and recording tests, for following product manufacturers' instructions, and for the safety of every treatment you provide.

10.3 You are the business your clients deal with, so you are responsible for telling them how their information is used, for example in a privacy notice on your website. Allergies, skin conditions, patch-test results and other health information are special category data: only record them with the client's explicit consent, and only what you need.

10.4 You must use the service lawfully and follow the acceptable use policy.

10.5 You are responsible for your account and everyone you invite to it. Keep sign-in details secure, consider turning on two-step sign-in, remove people who should no longer have access, and tell us straight away if you think someone has got in who should not have.

10.6 You must have the right to use everything you give us, such as your website content, client lists, logo, photographs and recordings. You give us permission to use it to provide the service to you.

10.7 You are responsible for the words, pictures and links on your website, and for having the right to use them. They must follow the acceptable use policy. We may take your website offline if it does not, or if it breaks the law, and will tell you why.

10.8 You may only copy a real person's voice for the front desk with their written permission. Keep that permission and give us a copy if we ask. We may remove a voice if we have reason to think permission was not given.

11. Personal data

11.1 When we handle personal data for you, such as your clients' details, bookings and records and the details of people who call you, you are the controller and we are your processor. Our data processing agreement applies and forms part of this agreement.

11.2 For the personal data of you and your team that we need to run your account, bill you and keep the service secure, we are the controller. Our privacy policy explains how we use it.

11.3 We do not sell your data or your clients' data, we do not contact your clients for our own purposes, and we do not use your clients' records, call recordings or transcripts to train our own AI models. We may use statistics that do not identify you or any person to run and improve the service.

12. Intellectual property

12.1 We, or the companies we license from, own the service, its software, its voices, the Salonly name and our website content. While your subscription lasts we give you a non-exclusive, non-transferable right to use the service for your business.

12.2 You own your information and your data, including your clients, appointments and records. You can export them at any time. You give us the right to use them to provide the service.

12.3 The voices in our catalogue, and voices you design with us, may only be used through Salonly. You may not copy, extract or reuse them elsewhere.

12.4 You must not copy, resell, reverse engineer or try to get at the source of the service, or use it to build a competing product.

12.5 If you send us suggestions, we may use them freely.

13. Confidentiality

Each of us will keep confidential the other's business information that is marked confidential or that a reasonable person would treat as confidential, and use it only for this agreement. This does not apply to information that is public through no fault of the person who received it, that the person already had or developed independently, or that must be disclosed by law or a regulator.

14. Suspending the service

We may suspend all or part of the service if you do not pay, if you break the acceptable use policy or the law, if it is needed to protect the service, your clients or others, or if our supplier or a regulator requires it. We will tell you first where we reasonably can, and restore the service as soon as the reason has been dealt with.

15. Our liability

15.1 Nothing in this agreement limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that the law does not allow to be limited.

15.2 Subject to 15.1, we are not liable for: loss of profits, revenue, business, bookings, contracts, goodwill or anticipated savings; loss or corruption of data; or any indirect or consequential loss. We are also not liable for bookings, calls or messages that are missed, delayed, duplicated or wrong because of telephone or mobile networks, call forwarding, your equipment or settings, information you gave us, your clients, or suppliers outside our control; or for any treatment you provide, including whether a patch test was needed or carried out.

15.3 Subject to 15.1, our total liability arising from or in connection with this agreement, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited in each period of 12 months to £100 or, if more, the fees you paid us in the 12 months before the event that gave rise to the claim.

15.4 You agree to cover our reasonable costs and losses from any claim by someone else, including one of your clients, that arises because you broke the law, the acceptable use policy or section 10, because of a treatment you provided, or because of information you gave us that you did not have the right to use.

15.5 These limits reflect the prices we charge and are part of what you agreed to when you signed up.

16. Ending the agreement

16.1 The agreement continues until it is ended under this section or section 6.

16.2 We may end the agreement by giving you 30 days' notice by email, and refund any fees you have paid in advance for the period after it ends.

16.3 We may end the agreement straight away by telling you if you seriously break it and do not put it right within 14 days of us asking, if you seriously break the acceptable use policy, if you do not pay within 30 days of the due date, or if you become insolvent or stop trading.

16.4 When the agreement ends, the steps in 6.9 apply. Anything that is meant to continue after the end, such as sections 11, 13, 15 and 19, does.

17. Changes to these terms

We may update these terms, for example when the law or our service changes. If a change is significant, we will email the account owner at least 30 days before it takes effect, unless it has to happen sooner for legal or security reasons. If you do not agree to the change, you can cancel before it takes effect. The date this page was last updated is shown at the top.

18. Notices

We will send notices to the email address of your account owner. Send notices to us at hello@salonly.co.uk. Formal legal notices may also be sent by post to our registered office: 128 City Road, London, EC1V 2NX.

19. General

19.1 You may not transfer this agreement without our written consent. We may transfer it to a company that takes over our business, and we may use subcontractors and suppliers, including those listed in the data processing agreement, while remaining responsible for them.

19.2 Neither of us is liable for delays or failures caused by events outside our reasonable control, such as a failure of a telephone network or the internet, a supplier outage, extreme weather, war or industrial action.

19.3 This agreement is the whole agreement between us about the service. Neither of us has relied on anything not set out in it, but this does not limit liability for fraud.

19.4 If a court finds part of this agreement unenforceable, the rest still applies. If either of us delays in enforcing a right, that does not mean it has been given up.

19.5 Nobody other than you and us, including your clients, has any right to enforce this agreement under the Contracts (Rights of Third Parties) Act 1999.

19.6 This agreement and any dispute about it, including non-contractual disputes, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

20. About us

Salonly is provided by AI Programs Holdings Ltd, a company registered in England and Wales with company number 17516543, whose registered office is at 128 City Road, London, EC1V 2NX, trading as Salonly. Company number 17516543. Email hello@salonly.co.uk. We aim to reply within one working day.