Terms of service

These terms apply between Hatcel Pty Ltd and the business that subscribes to the platform. By using Hatcel, your venue agrees to them. Where we have signed a separate order form with you, that document wins on anything it covers.

A subscription to the Hatcel platform for your venue, billed monthly in Australian dollars. Pricing is per venue. Card processing fees are charged by Stripe on your own account and we take no commission on your bookings.

There is no lock-in term. You can cancel with 30 days' notice effective at the end of your current billing period. We do not refund part-months, and we do not hold your data hostage on the way out.

Your venue owns its data, including customers, bookings, waivers and call recordings. Customers and bookings export to CSV from inside the platform whenever you want them, and we will extract anything else you ask for. After cancellation we keep it for 30 days so you can change your mind, then delete or de-identify it.

The venue is responsible for how it uses the platform.

• Keeping staff accounts and permissions accurate, and removing people who leave
• Telling callers that calls are recorded, where you use the phone system
• Having consent for the marketing you send, and honouring unsubscribes
• The accuracy of your own pricing, terms, refund policy and waivers
• Meeting your own obligations to your customers under Australian Consumer Law

Running the platform, keeping it secure, supporting your team, and telling you when something is broken. We aim for high availability and publish our status, but we do not promise the platform will never be unavailable.

Support is provided in Australian business hours, with a named contact for paid plans. A venue that cannot trade is treated as urgent regardless of the hour. Planned maintenance is scheduled outside peak trading where we can.

Nothing here excludes rights you have under Australian Consumer Law. Beyond those rights, our liability to you is limited to the fees you paid us in the twelve months before the claim, and neither of us is liable for indirect or consequential loss.

The platform is a tool. It does not replace your own judgement on safety, staffing or compliance in your venue.

We may suspend an account for non-payment after notice, or immediately for use that is unlawful, abusive of the platform, or a risk to other venues' data. We will always try to talk to you first.

We may update these terms. If a change materially affects you, we will give you notice before it takes effect, and you can cancel if you do not accept it.

These terms are governed by the laws of New South Wales, Australia.