METBooker · For business customers
SaaS Subscription Agreement & SLA
This Agreement is between METBooker (“Provider”) and the Business Customer (“Customer”) signing up for the service. It sets out the rolling subscription terms, data protection roles, and the service levels we commit to.
The short version
- Rolling 30-day subscription — auto-renews unless cancelled before the next billing date.
- You are the Data Controller; we are the Data Processor. Our DPA is incorporated by reference.
- IIdentity PII is encrypted with AES-256-GCM, with keys held in Google Cloud Secret Manager.
- We aim for 99% uptime; critical issues are responded to within 4 business hours.
- We will notify you of any confirmed personal data breach within 72 hours.
- We don’t hold Customer or end-user funds, and we’re not a bookkeeping or tax advisory service.
- Liability is capped at the greater of the subscription fees paid in the 6 months before a claim, or £100 — this Agreement governs liability for Business Customers, in place of the general Terms & Conditions.
- All fees are exclusive of VAT. VAT/Tax will be applied during subscription checkout based on your country..
The Service
In short A white-label, multi-tenant booking and payment platform, hosted in the UK on Google Cloud.
METBooker provides a white-label, multi-tenant workshop booking and
payment platform (“The Service”). The service is hosted on
Google Cloud (europe-west2) and integrates with Google
Calendar and selected Payment Providers.
Term and Rolling Subscription
In short 30-day rolling term. Auto-renews. Cancel any time before the next billing date.
30-Day Basis
This Agreement operates on a rolling 30-day term.
Renewal
The subscription automatically renews every 30 days unless cancelled via the dashboard or written notice prior to the next billing date.
Termination
Upon termination, Customer may export data as per the DPA. Access to the admin dashboard will cease at the end of the paid 30-day period.
Data Protection — The B2B Ground Rules
In short You decide what happens with end-user data; we run the platform that holds it — encrypted — on your behalf.
Data Controller
You decide why end-user personal data is collected and how it’s used in your business.
Data Processor
METBooker processes that data on your documented instructions, in line with the DPA.
DPA Incorporation
The METBooker Data Processing Agreement (DPA) located at metbooker.com/dpa/ is hereby incorporated into this Agreement by reference.
Security Warranty
Provider warrants that all Identity PII (Name, Email, Phone, Address, VRM) is protected via AES-256-GCM application-layer encryption with keys managed in Google Cloud Secret Manager..
SAR Support
Provider shall provide a “SAR Tool” to assist the Customer in fulfilling Subject Access Requests from end-users.
Payment & Processing
In short You pay us a monthly subscription. End-user payments flow through your own connected payment account — we don’t touch the money. All fees are exclusive of VAT.
Fees
Customer shall pay the monthly subscription fee via the platform’s automated billing.
Payment Routing
Provider facilitates the routing of end-user payments to the Customer’s connected account (Stripe, Airwallex, Square, SumUp, Dodo Payments or Dojo, whichever the Customer has enabled). Provider is not a party to the transaction between the Customer and the end-user.
Regulatory status
Provider does not hold, control or have access to Customer or end-user funds, is not a payment institution, and is not authorised or registered under the Payment Services Regulations 2017. Provider is not a bookkeeping, accounting or tax advisory service, and any invoices, receipts or payment records generated by the Service do not constitute tax, accounting or Making Tax Digital compliance advice. Customer remains solely responsible for the accuracy of VAT and tax information used to generate invoices, and for its own regulatory and tax compliance, including any Making Tax Digital obligations.
Chargebacks & Payment Disputes
Chargebacks, payment disputes and refund claims are handled between the Customer and its chosen Payment Provider, under that provider’s own terms. Provider is not liable for any chargeback fees, reversed funds or losses arising from a payment dispute.
VAT
All fees quoted are exclusive of VAT. VAT/Tax will be applied automatically at the time of subscription payment and is based on your business location.
Service Level Agreement (SLA)
In short 99% uptime target, 4-hour critical response, 72-hour breach notification, 48-hour notice for material maintenance.
5.1 Uptime & Availability
Provider aims for 99% availability of the booking platform.
Exclusions: Downtime caused by the Customer’s chosen Payment Provider (Stripe / Airwallex / Square / SumUp / Dodo Payments / Dojo), Google Workspace / Gmail outages, or Customer-side API misconfigurations are excluded from uptime calculations.
5.2 Technical Support
Support is provided via support@metbooker.com and the admin help desk.
P1Critical — Platform Down
Response within 4 business hours.
P2Standard — General Query
Response within 24 business hours.
5.3 Data Breach Notification
In alignment with the DPA, Provider will notify the Customer of any confirmed personal data breach affecting their data within 72 hours.
5.4 Maintenance
Scheduled maintenance on the metbooker-production
environment will be performed with a minimum of 48 hours’
notice if expected downtime exceeds 15 minutes.
| Commitment | Target |
|---|---|
| Platform uptime | 99% (excluding the conditions in 5.1) |
| Critical support response | 4 business hours |
| Standard support response | 24 business hours |
| Data breach notification | Within 72 hours of confirmation |
| Maintenance notice | Minimum 48 hours (where downtime > 15 minutes) |
Limitations & Liability
In short Liability is capped at the greater of the last 6 months of subscription fees, or £100. This Agreement governs liability for Business Customers in place of the general Terms & Conditions. We’re not on the hook for third-party integration failures.
Precedence
This section sets out Provider’s liability to the Customer under this Agreement, and applies in place of the limitation of liability section in the METBooker Terms & Conditions for Business Customers.
Indirect Loss
Provider will not be liable for any loss of profits, revenue, business or goodwill, loss of anticipated savings, loss of data, or any indirect or consequential loss.
Direct Loss
Provider’s total aggregate liability arising out of or in connection with this Agreement is capped at the greater of (a) the total subscription fees paid by the Customer in the 6 months preceding a claim, or (b) £100.
Third Parties
Provider is not liable for errors in third-party integrations (e.g. Google Calendar sync delays or Payment Provider settlement issues).
Governing Law
This agreement is governed by the laws of England and Wales.