Terms of service

1. Who we are and what these terms cover

Termino — the website termino-app.com and the iOS and Android apps — is provided by DashDotSystems SH.P.K. (NUI 812460880), Ramë Bugujevci 5, Fushë Kosovë, Kosovë ("Termino", "we").

These terms are a binding agreement between you and Termino. When you first sign in you confirm that you are 16 or over and accept these terms together with the Privacy Policy; we record the version you accepted and when. If you do not accept them, do not use Termino.

2. Words we use

• Platform — the Termino website and apps.
• Business — a salon, restaurant, law office, clinic, gym, sports venue, teacher or any other provider that publishes a page on Termino and provides the service.
• Resource — a pitch, court, room or piece of equipment a business lets you book instead of a person (for example "Pitch 1").
• Customer — the person who books an appointment.
• Business team — the owner, managers and staff a business adds to its account.
• Hold — a time kept for you for 5 minutes while you finish booking.
• Booking — a confirmed appointment, or a pending request, for a service, day and time.
• Weekly booking — a series of bookings on the same day and time every week, which the business creates for you.

3. Termino’s role — an intermediary, not the service provider

This section is important. Termino is a technology platform that lets businesses publish their services and hours and lets customers book them. Termino is only the link between you and the business. Termino does not provide the service itself, does not employ the businesses’ staff and does not supervise their work.

The agreement for the service is made directly between you and the business. Termino is not a party to it. The service, its quality, price, safety, licences and the business’s own conditions are the business’s responsibility. Any right you have as a consumer for the service itself is a right against the business.

The business’s own rules (for example on lateness, pitch rules, equipment or health requirements) apply alongside these terms; for the service itself, the business’s rules govern. The business must make them known to you — ask before your appointment.

Termino does not collect, hold or transfer money. Online payments and deposits are not active: you pay the business directly. Termino never asks you to pay in advance, by card or by transfer; anyone who does so in Termino’s name is not Termino.

4. What the business is responsible for

The business alone is responsible for the service, including:

• providing it safely and lawfully, and the conduct of its staff;
• the licences, permits and insurance the service requires;
• its premises, pitches, courts and equipment — their condition, cleanliness and safety;
• its hours and prices, and any change to them;
• your special requests and access for people with disabilities;
• what it tells you in messages or by phone, and what you agree with it there;
• payment, the fiscal receipt and returning money where it owes it to you.

5. Who may use Termino

You must be at least 16 years old. If you are under 18, you confirm that a parent or legal guardian agrees to these terms. When you book for a child or for someone else, you are responsible for the booking and must have their permission for the details you enter.

To open or manage a business on Termino you must be 18 or over and authorised to act for the business.

We only send verification codes to numbers from the countries we support. We may refuse to open an account or accept a booking, and may close an account, for any lawful reason.

6. Your account

You open an account with your name, email, phone number and a password; you confirm the number once with a 6-digit code we send by SMS. After that you sign in with your email or phone number and your password. Use your real name and a number on which the business can reach you. One person, one account.

Keep your password secret and never share a code — Termino never asks for them by phone or message. You are responsible for what is done from your account; tell us at once if you think someone else has used it.

You can delete your account at any time (see "Delete your account").

7. Booking

When you pick a time it is held for you for 5 minutes while you finish booking; then it is released. You can have one hold at a time per business.

Some businesses accept bookings instantly. Others review them — all of them, or only those from new customers: until the business answers, the booking stays "pending". The business may accept it, decline it or propose another time, which you accept or not. A request nobody answers is declined automatically once its time has passed.

When you book online you can have up to 6 upcoming bookings at the same business at once. Bookings the business enters for you itself (for example a weekly booking) are not limited by this number, but they count when you book yourself.

Where a business offers more than one length (for example 60 or 90 minutes), you choose how long you want. For pitches and courts you book the resource (for example "Pitch 1") for the whole time you chose; the booking ends at the booked time, even if you start late.

If a day is full you can join the waitlist. When a time frees up it may be offered to you; the offer is valid for a short time and the time goes to whoever confirms first.

If a business unpublishes its page, existing bookings stand unless the business cancels them.

8. Prices and business information

Businesses write their own pages: services, prices, durations, hours, address, photos and description. Termino shows them as published and does not guarantee that they are accurate, complete or current, or that a time will remain free. Some businesses choose not to show prices.

A business may set different prices by day of the week and time (for example peak and off-peak hours). The price follows the time the booking starts and applies to the whole booking; when you choose another length, the price changes in proportion. The price shown when you confirm is stored on the booking.

Termino charges customers nothing — no booking, cancellation or no-show fee. The final price and any receipt are between you and the business.

9. Weekly bookings

A business can create a weekly booking for you — the same service or resource, on the same day and time, for 2 to 26 weeks. The business must do so only with your agreement. Each occurrence is a booking of its own, with its own reminders; if you have an account with the same number, they appear in your bookings.

Occurrences are created up to 8 weeks ahead. A week whose time is taken is skipped; the business tells you. For the whole series we send you one confirmation message, not one a week.

The price of each occurrence is worked out when it is created, from the business’s prices at that time.

You can cancel a single occurrence under the cancellation rules below. To stop the whole series, contact the business. The business can end the series: the upcoming occurrences are cancelled and we tell you in one message.

10. How results are ordered

Search shows published businesses that match what you type (name, description, address or service) and the filters (category, day, price). Results are ordered by name; when you pick a day, by the first free time that day. No business pays Termino for a higher place.

11. If you cancel or change a booking

Each business sets its own free-cancellation deadline (for example 24 hours before the appointment), shown before you confirm and on the booking. You can cancel or reschedule in the app or on the website.

Cancelling after the deadline is allowed but is shown to the business as a late cancellation. Termino charges no cancellation fee. If you cannot go, cancel as early as you can — the time is offered to someone else.

12. If the business cancels or changes

A business may cancel a booking, usually with a reason that is shown to you, or propose another time. We tell you with an in-app notification and, where possible, by SMS or Viber.

Termino cannot make a business provide a service and pays no compensation for cancellations, delays or changes. Your rights for these are against the business.

13. No-shows

After the appointment the business marks the booking as completed or as a no-show. Termino charges nothing for a no-show. The business sees your history with it (appointments, late cancellations, no-shows) and may decide to require approval for your future bookings or not to accept them. If you think you were marked wrongly, talk to the business or write to us.

14. Reviews

After an appointment has taken place (completed, or confirmed and over) you can review the business once per booking, with 1 to 5 stars and an optional comment. You can edit your review for 7 days.

Reviews are published on the business’s public page with your first name and last initial (for example "Arben K."), the date, the rating and the comment; your phone number and full last name are never shown. If you choose "Only for the business", the review goes to the business only and does not count in the public rating. The business may reply publicly once to each review.

Reviews must be honest, about a real appointment, and free of insults, discrimination, threats and other people’s personal data. Offensive words are masked automatically. Any signed-in user can report a review; Termino looks at reports and may hide a review that breaks these terms or the law. A hidden review is not shown and does not count in the rating.

15. Messages and communications

With a booking you can write a note to the business, and the business can write you the reason for a cancellation or a proposal. Use them for the appointment only. Never send card details, passwords or codes.

You can also chat with a business on Termino. Keep it about your appointments, polite and lawful: no spam, ads or other people’s personal data. Offensive words are masked automatically. You can block the other side and report a message; Termino reviews reported messages and may remove them or restrict the account. Blocking stops the chat only, not booking notifications.

By booking you accept confirmations, changes and reminders about the appointment by in-app notification, Viber, SMS or email. You can change or turn off reminders in Settings. Push notifications arrive only if you allow them on the device. We send marketing messages only with your separate consent.

Termino does not monitor messages and is not responsible for what is said or agreed in them or by phone with the business. Termino is not an emergency service — in an emergency, call 112.

16. What you may not do

• Book times you do not intend to use, or hold times to block others.
• Give false details, use someone else’s number or account, or open a new account to get round a block.
• Harass, threaten, discriminate against or endanger anyone; post unlawful, misleading or offensive content.
• Write fake reviews, or offer or accept anything in return for a review.
• Collect other users’ personal data, or contact them for anything unrelated to the appointment.
• Copy, scrape, reverse-engineer, overload or interfere with the platform or its security.

17. Reports, removals and appeals

To report illegal content or a breach of these terms — a business page, a photo, a review, a message or an account — write to termino@dashdotsystems.com with a link and the reason. We review reports and may remove or restrict the content or account. We are not obliged to monitor the platform.

When we remove your content or restrict your account, we tell you what we did and why, unless the law or someone’s safety prevents it. You can ask us to look again within six months at termino@dashdotsystems.com.

We may not tell you what we decided about someone else’s account, because that is their personal data. Authorities and users can reach us at the same address, in Albanian or English.

18. For businesses

A business account is for businesses. By publishing on Termino, the business and the person who opens the account confirm that the business:

• is lawfully registered, and the person is authorised to act for it;
• holds every licence, permit and insurance its service requires;
• publishes only services it really offers, with accurate prices, durations, hours, address and photos it has the right to use;
• honours the bookings it accepts and cancels only for a genuine reason, which it gives the customer;
• enters bookings or weekly bookings for a customer only with their agreement, and tells them its prices by time and length;
• answers for everyone it adds to its team — the owner answers for managers’ and staff’s actions;
• gives customers the information and receipts the law requires and meets its own duties as a service provider, under consumer and tax law.

Customer data: the business is the controller of its customers’ data. For bookings the business enters itself (by phone or walk-in), internal team notes and notes about clients, Termino stores them on the business’s behalf and instructions, as its processor: only to serve the business, with security measures, with the providers listed in the Privacy Policy, and deletes or returns them when the business asks. The business uses this data only for appointments and tells the customers it enters itself how it is used.

The "Verified" badge only means that Termino checked the business’s registration number (NUI, EMBS or NIPT) by hand against the official public register at the time of review; it is not a guarantee, recommendation or endorsement of the business or its services. The business is responsible for the details it submits being true.

Using Termino as a business is currently free. If we offer a paid plan, the price is shown before you choose it and nothing is charged without the business’s clear agreement. No fee is ever added to the price a customer pays.

The business will indemnify Termino against claims, losses and costs (including reasonable legal costs) brought by customers or others that arise from the business’s services, page, customer data, or breach of these terms or the law.

Business accounts may be suspended for false information, fake bookings or abuse of customers.

19. Limits of Termino’s liability

We provide the platform "as is" and "as available" and do not promise that it will be uninterrupted or free of errors.

Because Termino does not provide the service (see "Termino’s role"), Termino is not liable for: the acts or omissions of a business or its staff; the quality, safety or outcome of a service; cancellations, delays and changes; injury or loss during an appointment; payments to a business; the accuracy of pages and prices; or what is said in messages.

To the maximum extent the law allows, Termino is not liable for indirect or consequential loss, or for loss of profit, opportunity or data. Where Termino is liable despite this, its total liability to you for all claims is limited to EUR 100.

Nothing in these terms excludes liability that cannot lawfully be excluded — for intent or gross negligence, for fraud, for death or personal injury caused by Termino’s own negligence — or your mandatory rights as a consumer under Kosovo law.

20. Intellectual property and your content

Termino’s name, logo, software and design belong to Termino. We give you a personal, non-transferable, revocable licence to use the platform for its intended purpose.

What you submit — notes, reviews, photos, business pages — stays yours. You grant Termino a non-exclusive, royalty-free licence to host, show and use it as needed to run and promote the platform, for as long as it is on the platform. You must have the right to submit it.

21. Apps from the App Store and Google Play

If you download the app from Apple’s App Store or Google Play, this agreement is between you and Termino, not Apple or Google, which have no obligation to maintain or support the app and are not responsible for claims relating to it. The store’s own usage rules also apply; Apple and its subsidiaries are third-party beneficiaries of these terms and may enforce them against you.

22. Suspension and termination

You can stop using Termino at any time and delete your account.

We may warn, restrict, suspend or close an account, or remove a page, photo, review or message, where we reasonably believe these terms or the law have been broken, others are put at risk or fraud is involved, or where the law requires it. Where it is proportionate and lawful, we tell you why and how to ask for a review.

23. Availability and changes to the service

We may change, add or remove features, and may pause the platform for maintenance or security. We do not promise round-the-clock support or availability. Events outside our reasonable control (natural disasters, power or network failures, failures of providers, acts of authorities) do not make Termino liable for delay or failure to perform.

24. Changes to these terms

We may update these terms. We publish the new version here and change the date at the top. For material changes we tell you in the app or by email before they take effect; by continuing to use Termino after that you accept the new version. A booking already confirmed keeps the terms that applied when it was made.

25. General

If a court finds part of these terms invalid, the rest stays in force, and the invalid part is replaced by the valid term closest to its purpose.

These terms and the Privacy Policy are the whole agreement between you and Termino about the platform. Not enforcing a right is not a waiver of it. You may not transfer your rights under these terms; we may transfer ours to a company that takes over the platform, without reducing your rights.

These terms are written in Albanian and English. If the two differ, the Albanian version prevails, unless the law of the country where you live as a consumer says otherwise.

26. Governing law and disputes

These terms are governed by the laws of the Republic of Kosovo. Disputes go to the competent court in Prishtina. This does not take away the mandatory protection of the law of the country where you live as a consumer, or your right to bring proceedings there where that law gives it.

Please contact us first: most problems are solved quickly. A complaint about the service itself goes to the business; we help where we can. You may also contact your consumer-protection authority.

27. Contact

DashDotSystems SH.P.K. (NUI 812460880), Ramë Bugujevci 5, Fushë Kosovë, Kosovë. Email: termino@dashdotsystems.com.