Terms of Service

1. Agreement to Terms

By accessing or using Willo ("the Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not use the Service.

Willo is operated by Willo ("we," "us," or "our"). The Service provides online booking and scheduling software for independent beauty professionals and their clients.

2. Description of Service

Willo is an all-in-one booking and business management platform designed for independent beauty professionals including hair stylists, barbers, estheticians, and nail technicians.

For Service Providers: A web-based platform to manage appointments, client information, business hours, services, payments, and receive SMS notifications about bookings. Includes AI-powered automation features to handle client communications and optimize scheduling.

For Clients: A booking interface to schedule appointments with service providers without requiring account creation.

The Service includes:

• Customizable online booking page
• Calendar and scheduling management with external calendar sync
• Client relationship management (CRM) with notes and history
• SMS confirmations, reminders, and marketing campaigns
• Payment processing and deposit collection
• Revenue analytics and reporting
• AI-powered client communication assistant
• AI insights including churn prediction and rebooking recommendations
• Schedule gap detection and optimization
• Team management and multi-stylist support
• Mobile-responsive web application

3. Eligibility

You must be at least 18 years old to use Willo as a service provider. Clients may be any age but must have consent from a parent or guardian if under 18.

You represent and warrant that:

• You have the legal capacity to enter into these Terms
• You will use the Service in compliance with all applicable laws
• All information you provide is accurate and current

4. User Accounts and Registration

4.1 Service Provider Accounts

Service providers must create an account to use Willo. You agree to:

• Provide accurate, current, and complete information during registration
• Maintain and promptly update your account information
• Maintain the security of your password and account
• Notify us immediately of any unauthorized access or security breach
• Accept responsibility for all activities under your account

4.2 Client Bookings

Clients are not required to create accounts. By booking an appointment, clients provide their name, phone number, and email address, and agree to receive SMS communications related to their appointment.

5. SMS Communications and Consent

5.1 Service Provider SMS Notifications

By using Willo, service providers consent to receive SMS notifications regarding:

• New appointment bookings
• Appointment cancellations or changes
• Service updates and important account notifications

5.2 Client SMS Communications

By booking an appointment through Willo, clients expressly consent to receive SMS messages including:

• Appointment confirmation messages
• Appointment reminder messages (sent 24 hours before scheduled time)
• Appointment-related communications from the service provider

Message Frequency: Clients will receive approximately 2-3 SMS messages per appointment (confirmation, reminder, and optional follow-up).

Opt-Out Instructions: Clients may opt out of SMS messages at any time by replying "STOP" to any message. After opting out, clients will no longer receive SMS communications but may still receive service via email or phone.

Message and Data Rates: Standard message and data rates may apply based on your mobile carrier's plan. Willo does not charge for SMS messages, but your carrier may.

Supported Carriers: SMS messages are supported by major U.S. carriers. For questions about SMS support, contact hello@gowillo.com.

5.3 SMS Service Provider

SMS messages are delivered through Twilio Inc., a third-party service provider. By using Willo's SMS features, you acknowledge that your phone number and message content will be processed by Twilio in accordance with their privacy policy.

6. Payment Terms

6.1 Subscription Plans and Fees

Willo offers tiered subscription plans with different features and pricing:

• Starter (Free): Basic booking features, 50 SMS/month, 1 stylist seat
• Basic ($24/month or $17/month annually): Automated reminders, custom booking page, 200 SMS/month
• Pro ($49/month or $35/month annually): SMS marketing, no-show protection with deposits, AI features, 300 SMS/month
• Team ($99/month or $70/month annually): Team calendar, commission tracking, up to 10 stylists, 3,000 SMS/month

Billing:

• Subscription fees are billed monthly or annually in advance
• Annual plans receive approximately 30% discount compared to monthly billing
• Payment is due on the same day each billing cycle as your initial subscription date
• We accept credit cards, debit cards, and ACH bank transfers
• All fees are in U.S. Dollars (USD)

6.2 Platform Fee and Payment Processing

When clients pay for services through Willo:

• Platform Fee: Willo charges a 1.0% platform fee on the service amount (not on tips) for all plans
• Payment Processing: Stripe processing fees (typically 2.9% + $0.30 per transaction) are passed on to the client
• Tips: 0% platform fee on tips - service providers keep 100% of tips
• All fees are clearly displayed to clients before they complete payment

By booking and paying through Willo, clients acknowledge and agree to pay the applicable processing fee in addition to the service price.

6.3 SMS Usage and Overage

Each plan includes a monthly SMS allocation. If you exceed your plan's SMS limit, overage charges apply:

• Starter/Basic plans: $0.015 per SMS over limit
• Pro plan: $0.012 per SMS over limit
• Team plan: $0.01 per SMS over limit

6.4 Free Trial

New service providers may receive a 14-day free trial. No credit card is required for the trial period. At the end of the trial, you will be prompted to enter payment information to continue service.

6.5 Refunds

We offer a 30-day money-back guarantee. If you are unsatisfied with Willo within your first 30 days as a paying customer, contact us for a full refund.

After 30 days, subscription fees are non-refundable. If you cancel mid-month, you will retain access through the end of your billing period, but no partial refunds will be issued.

6.6 Cancellation

You may cancel your subscription at any time through your account settings or by contacting hello@gowillo.com. Upon cancellation:

• You will retain access until the end of your current billing period
• Your booking page will be deactivated after your billing period ends
• You may export your client data before cancellation
• No further charges will be processed

6.7 Price Changes

We reserve the right to change subscription pricing with 30 days' notice. Price changes will not affect your current billing period. Early adopter pricing is locked in and will not increase for existing customers who signed up under that promotion.

7. Acceptable Use and Prohibited Conduct

You agree not to use Willo to:

• Violate any applicable laws or regulations
• Infringe on intellectual property rights of others
• Transmit harmful code, viruses, or malware
• Engage in fraudulent activity or misrepresent your identity
• Harass, abuse, or harm others through the Service
• Send spam, unsolicited marketing, or abusive messages via SMS
• Attempt to gain unauthorized access to the Service or other users' accounts
• Use automated systems to access the Service without permission
• Create fake bookings or manipulate the Service
• Resell or redistribute the Service without authorization
• Collect or store personal data of other users without consent

We reserve the right to suspend or terminate accounts that violate these terms.

8. Content and Data Ownership

8.1 Your Content

You retain ownership of all data you input into Willo, including:

• Your business information and branding
• Client contact information
• Appointment details and notes
• Service descriptions and pricing

You grant Willo a limited license to use, store, and display this content solely to provide the Service.

8.2 Client Data

As a service provider, you are responsible for:

• Obtaining necessary consents to collect and use client data
• Complying with applicable privacy laws (including GDPR, CCPA, etc.)
• Protecting client information
• Responding to client data requests

8.3 Data Export and Portability

You may export your client data at any time in CSV format. Upon account cancellation, we will retain your data for 30 days, after which it will be permanently deleted unless you request earlier deletion.

9. Intellectual Property

9.1 Willo's Rights

The Willo platform, including all software, features, design, trademarks, and content (excluding user content) is owned by Willo and protected by copyright, trademark, and other intellectual property laws.

9.2 Limited License

We grant you a limited, non-exclusive, non-transferable license to access and use Willo for its intended purpose during your subscription period.

10. Third-Party Services

Willo integrates with third-party services including:

• Twilio (SMS delivery)
• Stripe (payment processing)
• Supabase (data storage)
• Anthropic/Claude, Google, OpenAI (AI-powered features)
• Vercel (hosting and infrastructure)

Your use of these services is subject to their respective terms and privacy policies. We are not responsible for third-party service performance or policies.

11. Payment Processing and Fees

11.1 Processing Fees (Pass-Through)

When clients pay by credit card, a processing fee is added to cover payment processing costs. This fee is a pass-through of Stripe's exact costs with no markup:

• Online payments: 3.5% + $0.30 surcharge
• In-person payments (card reader): 3.0% + $0.05 surcharge
• Debit cards: No surcharge (prohibited by federal law)

Willo does not profit from processing fees. The surcharge covers the exact cost charged by our payment processor (Stripe).

11.2 Platform Fees

Willo charges a platform fee for booking management, automation, and support services:

Free Plan:

• Credit cards: 1.0%
• Debit cards: 1.0%
• Cash: 0% (free)

Paid Plans (Basic, Pro, Team):

• Credit cards: 1.0%
• Debit cards: 0.5%
• Cash: 0% (free)

The platform fee is Willo's revenue and is separate from processing fees. It covers the cost of operating the platform, customer support, SMS messaging, and feature development.

11.3 Who Pays What

• Processing fees: Paid by your client through the surcharge (credit cards only)
• Platform fees: Deducted from your revenue before payout
• Debit card processing: You pay Stripe's processing fee (~3.2%) since surcharging debit is illegal

12. AI-Powered Features

Willo offers AI-powered features including automated client communication, churn prediction, rebooking recommendations, and schedule optimization. By using these features:

• You acknowledge that AI responses are generated automatically and may not always be accurate
• You remain responsible for all communications sent to clients, whether AI-generated or manual
• Client data may be processed by third-party AI providers (Anthropic, Google, OpenAI) to provide these features
• AI features are provided "as is" and we make no guarantees about their accuracy or effectiveness
• You may disable AI features at any time through your settings

AI features that process client data are subject to the privacy practices described in our Privacy Policy.

13. Disclaimers and Limitation of Liability

13.1 Service Provided "As Is"

WILLO IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

We do not guarantee that:

• The Service will be uninterrupted, secure, or error-free
• Defects will be corrected
• The Service is free of viruses or harmful components
• Results obtained from the Service will be accurate or reliable

13.2 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, WILLO SHALL NOT BE LIABLE FOR:

• Lost profits, revenue, data, or business opportunities
• Indirect, incidental, special, consequential, or punitive damages
• Missed appointments or lost bookings
• Client disputes or service provider performance
• Third-party service failures (SMS delivery, payment processing, etc.)

OUR TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM YOUR USE OF WILLO SHALL NOT EXCEED THE AMOUNT YOU PAID TO US IN THE 12 MONTHS PRECEDING THE CLAIM, OR $100, WHICHEVER IS GREATER.

13.3 Indemnification

You agree to indemnify and hold Willo harmless from any claims, damages, losses, or expenses (including attorney fees) arising from:

• Your use of the Service
• Your violation of these Terms
• Your violation of any rights of others
• Client disputes related to your services

14. Service Availability and Modifications

14.1 Service Changes

We reserve the right to:

• Modify, suspend, or discontinue any feature of the Service
• Update these Terms at any time
• Perform scheduled maintenance that may temporarily interrupt service

We will provide reasonable notice of material changes when possible.

14.2 Force Majeure

We are not liable for delays or failures caused by events beyond our reasonable control, including natural disasters, internet outages, third-party service failures, or government actions.

15. Termination

15.1 Termination by You

You may terminate your account at any time as described in Section 6.6 (Cancellation).

15.2 Termination by Us

We may suspend or terminate your account immediately if:

• You violate these Terms
• You engage in fraudulent activity
• Your account has been inactive for 12+ months
• We are required to do so by law
• You fail to pay subscription fees

15.3 Effect of Termination

Upon termination:

• Your access to the Service will cease
• Your booking page will be deactivated
• Your data will be deleted after 30 days (unless you export it)
• You remain liable for any outstanding fees

16. Dispute Resolution and Governing Law

16.1 Governing Law

These Terms are governed by the laws of the State of Florida, United States, without regard to conflict of law principles.

16.2 Informal Resolution

Before filing a claim, you agree to contact us at hello@gowillo.com to attempt to resolve the dispute informally.

16.3 Arbitration

Any dispute that cannot be resolved informally shall be resolved through binding arbitration in accordance with the American Arbitration Association's rules, conducted in Palm Beach County, Florida.

You waive your right to participate in class actions or class arbitrations.

16.4 Exceptions to Arbitration

Either party may seek injunctive relief in court to protect intellectual property rights.

17. General Provisions

17.1 Entire Agreement

These Terms constitute the entire agreement between you and Willo regarding the Service.

17.2 Severability

If any provision of these Terms is found unenforceable, the remaining provisions will continue in full effect.

17.3 Waiver

Our failure to enforce any right or provision does not constitute a waiver of that right.

17.4 Assignment

You may not assign these Terms without our written consent. We may assign these Terms to any successor or affiliate.

17.5 No Agency

These Terms do not create any agency, partnership, or joint venture relationship.

18. Contact Information

For questions about these Terms, contact us:

19. Changes to Terms

We may update these Terms from time to time. Material changes will be communicated via:

• Email notification to registered service providers
• Notice on our website
• In-app notification

Continued use of the Service after changes become effective constitutes acceptance of the updated Terms.