Terms of Electronic Services

booksero booking system · Last updated: 2026-07-13

1. Definitions of roles in the system

• Operator — VIVI ESTETIC Sp. z o.o., the provider of IT infrastructure (SaaS) that makes the System available. The Operator does not perform the services carried out in salons.
• Tenant — a service provider (e.g. a salon, studio or service business) using the System to accept bookings and manage a calendar. The Tenant provides the Tenant Service on its own account and responsibility.
• Client — a natural person with full legal capacity (a consumer or a business) who books an appointment with a Tenant through the System. A person with limited legal capacity (e.g. a minor) may make a Booking only with the consent of their legal representative (e.g. a parent or guardian).
• System / Application — the booksero software in a SaaS model: an online profile page and booking widget, calendar, notifications and related features made available by the Operator.
• Booking — a request to schedule an appointment made by the Client and handled technically by the System; accepting and fulfilling it is the Tenant's responsibility.
• Tenant Service — the service physically performed by the Tenant (e.g. a treatment or visit) that is the subject of the Booking. The Operator is neither a party to it nor its performer.

2. Nature of the electronic services provided

The Operator provides, by electronic means, services consisting of making technical tools available, in particular:

• providing the Tenant's online profile page and a booking widget embedded on the Tenant's website;
• providing a calendar and availability schedule;
• enabling the creation and management of an individual Client Account in the System (optional — with a history of visits);
• receiving and forwarding Booking requests to the Tenant, including bookings for two people and joining a waitlist for an appointment;
• sending SMS and email notifications and reminders about a Booking;
• optionally providing a third-party payment gateway (see §6).

Using the Application to make a Booking is free of charge for the Client. The Tenant uses the System under a separate, paid SaaS subscription (e.g. Start/Pro/Ultra plans, with a trial period and invoices — per the current price list); the Operator charges no commission on Bookings.

3. Exclusion of the Operator's liability

The Operator is not a party to the agreement for the Tenant Service — that agreement is concluded directly between the Client and the Tenant. The Operator only provides a technical tool that facilitates scheduling appointments.

• The Operator is not liable for the quality, safety, legality or manner of performance of Tenant Services, for cancelled or unfulfilled appointments, or for any damage arising in connection with their performance.
• The Operator is not liable for the authenticity, accuracy or lawfulness of price lists, descriptions, availability of slots or other content entered by the Tenant.
• The Operator is liable solely for the technical operation of the System, to the extent and within the limits permitted by law; it does not guarantee uninterrupted availability (technical breaks, updates and force-majeure events are possible).
• The above limitations do not exclude or limit the rights of a Client who is a consumer to the extent that mandatory law does not permit.

4. Client's rights and obligations

The Client undertakes to:

• provide true and current data needed to fulfil a Booking;
• use the System in accordance with the law, these Terms and good practice;
• refrain from actions that destabilise or disrupt the System (e.g. excessive automated traffic, attempts at unauthorised access);
• refrain from providing unlawful content and from infringing third-party rights.

The Operator grants the Client a non-exclusive, non-transferable and revocable licence to use the Application solely to make and manage Bookings, for the duration of use of the System. Copying, decompiling or reselling the Application is prohibited. All copyright to the System, its source code, graphic elements and the booksero logo belongs to the Operator or its licensors.

5. Booking and cancellation mechanics

Making a Booking in the System constitutes a request to conclude an agreement for the Tenant Service. The agreement for the service in the salon is concluded directly between the Client and the Tenant — the Operator only technically facilitates passing the request and notifications.

The rules for cancelling and rescheduling appointments, deposit/prepayment policy and any no-show fees are set individually by each Tenant. The Client should review the given Tenant's terms. The Operator does not set these rules and is not a party to the resulting settlements.

6. Payments

The System may provide a third-party payment gateway (e.g. Stripe, Przelewy24, BLIK) if the Tenant enables that option. Funds from the Client's payment go to the Tenant (to the Tenant's account with the payment provider) — the Operator is not a party to these transactions and takes no commission from them.

Any financial claims related to the Tenant Service, including refunds, payment complaints and invoices for the Service, the Client directs to the Tenant directly. Settlements between the Client and the Tenant do not burden the Operator.

7. Complaints procedure (dual track)

a) Technical complaints about the System (e.g. an Application error, a notification not working, a widget problem) — addressed to the Operator at helpdesk@booksero.com. The Operator handles them without undue delay, no later than within 14 days.

b) Complaints about the quality of the service in the salon (e.g. how a treatment was performed, a cancelled appointment, a settlement) — addressed directly to the Tenant, using the Tenant's contact details, since it is the Tenant who is a party to the service agreement. The Operator does not handle complaints concerning Tenant Services.

8. Reviews system (Omnibus, DSA)

If the System provides a Tenant-review feature:

• a review may be left only by a Client who actually attended an appointment booked through the System — so that reviews come from real customers (in line with the Omnibus Directive);
• reviews must be honest and truthful; vulgar, offensive (hateful), misleading or rights-infringing content is prohibited;
• the Operator reserves the right to remove or block a review that breaches the above rules or the law;
• Reporting illegal content (DSA): anyone may report unlawful content or content breaching these Terms (including a review) to helpdesk@booksero.com. The Operator handles the report without undue delay, informs the reporter of the decision and allows it to be contested, in accordance with the Digital Services Act.

9. Personal data protection (GDPR)

Within the System there is a split of controller roles:

• The Operator is the controller of personal data for the purpose of maintaining and operating the account and providing electronic services (Application functioning, technical notifications, security).
• The Tenant is a separate controller of the Client's personal data for the purpose of fulfilling the Booking and performing the Tenant Service and its own settlements.

Details of processing, legal bases and data-subject rights are described in the Operator's Privacy Policy. For matters regarding data processed by the Tenant, the Client contacts that Tenant.

10. Final provisions

The agreement for electronic services with the Operator is concluded when use of the Application begins (e.g. opening the profile page and starting a Booking) and ends when use of the System stops; the Client may stop using the Application at any time. The governing law is Polish law. A consumer may use out-of-court dispute-resolution methods, including the European Commission's ODR platform (ec.europa.eu/consumers/odr). The Operator may amend these Terms for valid reasons (changes in law, the scope of the System, security considerations), notifying of the change in the Application or by email with appropriate advance notice; the current version of these Terms is published on this page.