Terms of Service

1. The agreement

These terms are between you (the venue) and Reserved Technologies Ltd, a company registered in England and Wales ("Reserved", "we"). By signing up, you accept these terms on behalf of your venue.

2. What we provide

Access to the Reserved platform — reservations, guest CRM, marketing, analytics, integrations — under the plan you subscribe to. We provide reasonable support during UK business hours and target 99.9% monthly uptime for the booking widget and owner app (see status).

3. Fees and billing

• You pay the monthly (or annual) subscription for your plan, in GBP, in advance. All prices are exclusive of VAT, which is added where applicable.
• Marketing SMS overage (see clause 6) is itemised on your normal monthly invoice.
• We may change pricing with at least 30 days' notice; changes apply from your next renewal. Founding 50 members' plan subscription fee is locked for life.
• Overdue accounts (more than 14 days) may be suspended after email notice.

4. Your data

You own the guest data you enter into Reserved. We process it on your instructions under our Data Processing Addendum. You can export CSVs at any time from Settings. If you cancel, we retain guest data for 30 days for export, then delete it.

5. Acceptable use

Don't use Reserved to: send unlawful marketing, defraud guests, harass anyone, circumvent security, reverse-engineer the service, or resell it as your own product. We may suspend accounts that materially breach this and can't be resolved after notice.

6. Messaging usage and billing

• Transactional SMS (booking confirmations, reminder cascade, waitlist offers, cancellation notices) and all email — transactional and marketing — are unlimited on every plan, subject to fair use.
• Marketing SMS is counted per delivered 160-character part against your plan's monthly bundle (Solo 250, Restaurant 1,000, Enterprise custom). Failed or undelivered messages are never charged. Bundles reset on the 1st of each calendar month; there is no rollover.
• Marketing SMS parts beyond your bundle are billed at the prevailing overage rate (currently 5p +VAT per part) and itemised on your monthly invoice. The overage rate may change on 30 days' notice.
• The in-app spend cap applies to marketing SMS overage only. When you hit the cap, marketing sends pause until next month or until you raise it. Booking texts always send.
• The Restaurant plan is fair-use up to 10,000 covers per calendar month. Venues consistently above will be migrated to Enterprise pricing.
• Founding 50 lifetime lock applies to the plan subscription fee. Marketing SMS overage and other usage-based charges bill at the prevailing rate.
• You are responsible for the lawful basis of every SMS and email you send (opt-in, transactional legitimate interest, etc.) and for honouring opt-outs. Reserved enforces STOP replies automatically and blocks messages to opted-out guests.

7. Events fees

• Reserved charges a 2% platform fee on the gross value of tickets sold through our ticketed-events feature. Standard Stripe processing fees pass through to the venue on top; the venue keeps the rest.
• We charge 0% Reserved fees on reservation deposits, card holds, and no-show charges — always. Only Stripe's standard processing fees apply to those transactions.
• The events platform fee may change on 30 days' notice. The Founding 50 lifetime lock applies to the plan subscription fee only, not to usage-based charges including the events fee.

8. Availability and support

We target 99.9% monthly uptime for the booking widget and owner app. Planned maintenance is announced at least 48 hours ahead and scheduled outside UK service hours where possible. Support is by email during UK business hours; response times depend on your plan.

9. Cancellation

Cancel any time from Settings. Cancellation takes effect at the end of your current billing period; we don't pro-rate refunds for the remainder of that period. Annual plans that pre-paid can be refunded pro-rata within 14 days of renewal.

10. Warranty and liability

The service is provided "as is" and "as available". We disclaim implied warranties to the extent permitted by law. Nothing in these terms limits liability for fraud, personal injury, or anything else that cannot be limited under UK law. Otherwise, our aggregate liability in any 12-month period is limited to the fees you paid in that period.

11. Confidentiality

Each side will protect the other's non-public information with the same care it uses for its own, and only use it to perform under this agreement.

12. Changes to the terms

We may update these terms; material changes are announced by email at least 30 days before they take effect. Continued use after the effective date is acceptance of the new terms.

13. Governing law

These terms are governed by the laws of England and Wales. Disputes are subject to the exclusive jurisdiction of the courts of England and Wales.

14. Contact

Legal notices: legal@reserved.app. Support: support@reserved.app.

See also our Privacy Policy and Data Processing Addendum.