Terms of Service

1. Who we are

HeyLono ("HeyLono", "we", "us", "our") provides queue, session, and payment-management software for sports clubs. The service is operated from the United Kingdom. Contact: hello@heylono.com.

2. Acceptance of these terms

By creating a HeyLono account, joining a HeyLono session as a guest, or otherwise using the HeyLono mobile app, web app, or marketing website (together, the "Service"), you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree, do not use the Service.

3. Eligibility

• Hosts must be at least 18 years old, or have parental / guardian consent if running a club for an educational institution.
• Players must be at least 13 years old. Where local law requires a higher age of digital consent (e.g. 16 in some EU jurisdictions), the local minimum applies.
• The Service is not directed at children under 13. We do not knowingly collect personal information from anyone under that age.

4. Account types

Host with an account

Created via email/password, Google or Apple sign-in. Lets you host clubs from any device and recover access if you lose your phone.

Anonymous host

A device-only host identity. Convenient for a single device but cannot be restored if the device is lost or reset.

Guest player

No account required. Players join a session by scanning the host's QR code or typing the Club ID. Guest names are visible to other players in the same session.

Premium subscriber

A host account upgraded to Premium for multi-club hosting and additional features. See section 9.

You are responsible for keeping account credentials confidential and for all activity that takes place under your account.

5. Acceptable use

You may use the Service to manage genuine sporting club sessions, courts, queues and matches. You must not:

• Use the Service for any unlawful, fraudulent, deceptive, or harmful purpose.
• Use it to harass, abuse, dox or stalk other users.
• Upload content that infringes another person's intellectual property, privacy, or other rights.
• Attempt to reverse-engineer, scrape at scale, probe for vulnerabilities, or disrupt the Service.
• Resell, sublicense, or commercialise the Service without our written consent.
• Store sensitive personal data (medical records, financial information, government IDs) within the Service. Player names and game statistics only.
• Use the Service to process payments for goods or services that violate Stripe's Restricted Businesses list.

6. Host responsibilities

If you operate a club on HeyLono, you are responsible for:

• The accuracy of session details — date, time, venue, price, capacity, age requirements, and cancellation rules — that you communicate to your players.
• Ensuring you have any required licences, permits, insurance, or safeguarding policies to run sessions at your venue.
• Handling any health, safety, conduct, or safeguarding issues that occur at your sessions.
• Complying with applicable consumer-protection, tax, and data-protection laws in your jurisdiction.
• Communicating directly with players about disputes, refund requests outside our standard policy, and venue-specific issues.

7. Paid sessions & merchant role

HeyLono is the platform; the host is the merchant of record. When a player pays for a session, the contract for the sporting service is between the player and the host. HeyLono facilitates payment collection and routing only.

This means:

• The host sets the price, capacity, and refund eligibility for each session.
• Disputes about the session itself (it was cancelled, conditions were not as advertised, the venue was unavailable) are resolved between the player and the host.
• HeyLono will assist with technical issues, automated refunds (see section 10), and chargeback evidence but is not the counterparty to the sporting service.

8. Payment processing

All payments through HeyLono are processed by Stripe Payments Europe Limited ("Stripe") under Stripe's Connected Account Agreement and Stripe Services Agreement. By accepting payments through HeyLono as a host, or by paying for a session as a player, you also agree to those Stripe terms.

Card details (PAN, CVC, expiry) are entered directly into Stripe-hosted UI and are never transmitted to or stored by HeyLono. HeyLono retains only the payment status, the amount, currency, and a Stripe reference ID.

Premium hosts connect their own Stripe account; player payments are routed to the host's Stripe balance, less Stripe's standard processing fees. HeyLono does not hold player funds.

9. Premium subscription

HeyLono Premium is an optional paid subscription for hosts who want multi-club hosting, leagues, kiosk mode, cross-club stats, DUPR export, and priority support.

• Premium is £19.99 per month per host account, billed monthly via your platform's billing system (Stripe Billing on web, Google Play Billing on Android, Apple App Store on iOS).
• New subscribers get a 14-day free trial. You will not be charged during the trial; the subscription auto-renews at the end of the trial unless you cancel.
• You can cancel at any time through the same channel you subscribed via. Cancellation takes effect at the end of the current billing period.
• If you downgrade from Premium to Free, multi-club access and Premium-only features are disabled at the next renewal date.

10. Refunds

Our full refund policy is set out at heylono.com/refunds. In summary:

• Paid sessions cancelled by the host are refunded automatically and in full via Stripe.
• Player-initiated cancellations are subject to the host's cancellation rules communicated at booking.
• Premium subscriptions are not refunded for partial months once the trial has ended; cancel before the next renewal to avoid being charged.
• Statutory rights under the UK Consumer Rights Act and equivalent EU rules apply where relevant and are not displaced by this policy.

11. User content

Hosts and players may add content to the Service: player names, photos, chat messages, scores, club configuration, etc. ("User Content"). You retain all rights you have in your User Content; you grant HeyLono a worldwide, non-exclusive, royalty-free licence to host, store, transmit, and display the User Content solely for the purpose of operating the Service.

You are responsible for ensuring you have the right to upload any User Content — particularly player photos, which require the subject's consent.

We may remove User Content that violates these terms or applicable law without notice.

12. Intellectual property

The Service, including the HeyLono name, logo, design, source code, content, and branding, is owned by HeyLono and protected by copyright, trade mark, and other intellectual property laws. You may not copy, modify, distribute, or create derivative works from the Service without our written permission.

13. Availability & warranty

We provide the Service on a "best efforts" basis. We do not guarantee uninterrupted, error-free, or secure access, and we may suspend the Service for maintenance, security, or operational reasons.

To the maximum extent permitted by law, the Service is provided "as is" and "as available" without warranties of any kind, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.

14. Limitation of liability

To the maximum extent permitted by law, HeyLono shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities, arising out of or related to your use of the Service.

Our aggregate liability for any claim arising under these terms is limited to the greater of (a) £100 or (b) the total amount you paid HeyLono in the 12 months before the event giving rise to the claim.

Nothing in these terms limits or excludes liability that cannot be limited under applicable law, including liability for death or personal injury caused by negligence, fraud, or breach of statutory consumer rights.

15. Indemnity

You agree to indemnify and hold HeyLono harmless from any claim, loss, or expense (including reasonable legal fees) arising out of (a) your breach of these terms, (b) your User Content, (c) your operation of paid sessions, or (d) your violation of any law or third-party right.

16. Termination

You may stop using the Service at any time and delete your account via the in-app Settings → Account → Delete, or by following the steps at heylono.com/delete-account.

We may suspend or terminate your access to the Service if you breach these terms, create risk for HeyLono or other users, or if we are required to do so by law. Where reasonable, we will give notice and a chance to remedy the breach.

Termination does not affect rights or obligations that accrued before termination, including outstanding payments and bookings.

17. Changes to these terms

We may update these terms from time to time. Material changes will be notified by updating the "Last updated" date and, where the change is material, by in-app or email notice. Continued use of the Service after the change date constitutes acceptance.

18. Governing law & jurisdiction

These terms are governed by the laws of England and Wales. The courts of England and Wales have non-exclusive jurisdiction over any dispute arising out of or related to these terms, save that consumers may bring proceedings in their country of residence as permitted by applicable law.

19. Contact

Questions about these terms: hello@heylono.com, or via our Contact page.