Terms of Service

1. Introduction

These Terms of Service ("Terms") govern access to and use of Nora (the hey-nora.online website, the Nora Telegram bot and related channels). Nora is an AI assistant for service professionals: beauty professionals, barbers, salons, tutors and other professionals who take client bookings. Nora replies to clients in messaging apps and handles bookings, reminders and conversations on the professional's behalf. By using the service you agree to these Terms. If you do not agree, do not use the service.

The service is provided by its owner, a natural person registered in Spain as self-employed (autónomo), with an address in Barcelona. The owner's contact and identification details are on the page "Legal information"

2. Definitions

Service

Nora: the hey-nora.online web application, the Nora Telegram bot and related features, including the AI assistant.

Professional

A registered user who provides services to their clients and uses the Service to take bookings and communicate with them: a beauty professional, barber, salon and its staff, tutor or other professional.

Client

A person who books with a Professional, messages them or receives their services, including through Nora.

Nora

The AI assistant within the Service. Following the Professional's settings and instructions, it replies to Clients, offers times, manages bookings and sends reminders.

Service offering

A visit, lesson, consultation or package a Professional offers to Clients.

3. Account Registration

• You must provide accurate and complete information when creating an account.
• You can sign in with email and password, with Google or with Telegram.
• Only one account per email address is permitted.
• You are responsible for maintaining the confidentiality and security of your password and account credentials.
• You must be at least 16 years old to create an account and use the platform.

4. Professional Responsibilities

• Keep your schedule, list of services and prices accurate.
• Honor confirmed bookings and your commitments to clients.
• Have a lawful basis for processing your clients' data in the Service and inform your clients about this processing: for your clients' data you act as the controller.
• Comply with the laws that apply to your professional activity and with the rules of messaging platforms (Telegram, WhatsApp, Instagram) when communicating with clients.
• Be responsible for the instructions and settings you give Nora and for messages sent on your behalf under those instructions.

5. Client Responsibilities

• Provide accurate information when booking.
• Arrive on time for the visit or lesson.
• Follow the cancellation and rescheduling rules set by the professional.

6. Bookings & Cancellations

• Booking terms, including service duration and scheduling rules, are set by the professional.
• Cancellation windows and prepayment refund rules are set by each professional and shown before a booking is confirmed.
• The Service facilitates booking but does not guarantee the availability, quality or outcome of a professional's services.

7. Nora — AI Assistant

• Nora is an artificial intelligence system. In conversations with clients she introduces herself as the professional's AI assistant ("Nora, the professional's AI assistant") so that clients know they are interacting with AI (Article 50 of Regulation (EU) 2024/1689, the AI Act).
• Nora acts on the professional's settings and instructions. The professional is responsible for what they instruct Nora to do and for the information about services, prices and policies they provide to her.
• Nora's replies are generated automatically and may contain inaccuracies. The professional can reply to a client personally or change Nora's settings at any time.
• Do not instruct Nora to do anything that breaks the law or the rules of messaging platforms, including sending messages to people who have not agreed to receive them.

8. Payments, Subscription & Refunds

• Online payments are processed by Stripe, a PCI DSS compliant payment provider. Card details are processed by Stripe and are not stored in the Service.
• A professional may also accept payment outside the Service (cash, bank transfer, etc.) at their discretion.
• The Service charges for its subscription and may charge for certain features; current prices are shown on the pricing page and before you confirm a payment.
• Refunds to clients for a professional's services follow that professional's cancellation policy.

Nora subscription and free trial

• Data preparation, imports and the demo do not start the trial.
• A bank card is required to subscribe. The 3 free days count from the moment Nora is connected to a client channel (Telegram, WhatsApp or Instagram). Until a channel is connected, nothing is charged.
• If Nora has not had a client conversation by the end of those 3 days (or it happened less than a day earlier), the trial is extended: the first charge happens about one day after the first client conversation, and no later than 7 days after the connection.
• After the trial, the price of the selected subscription period is charged automatically — from €59 per month for the first seat. The exact amount, including the billing period and any extra seats, is shown before you confirm.
• You can turn off auto-renewal in the subscription section or in the Stripe billing portal before the next charge. If you turn it off during the trial, nothing is charged.
• Terms of subscriptions and offers taken out earlier remain unchanged.

Subscription refunds

• The first charge can be refunded: write to us within 7 days of the charge date and we will refund it in full.
• You can write to support@hey-nora.online, tap «💬 Support» in the Nora bot in Telegram, or use the /support command.
• Later billing periods are not refunded: to avoid paying for the next period, turn off auto-renewal before the next charge.

9. Data Protection

When a professional processes their clients' personal data through the Service, the professional is the controller and the owner of the Service is the processor (Article 28 GDPR). The terms of this processing are set out in the Data Processing Agreement, which forms part of these Terms: Data Processing Agreement (DPA)

How we process the data of Service users as a controller is described in our Privacy Policy

10. Google Calendar Integration

• Google Calendar integration is an optional feature for synchronizing your schedule.
• Connecting Google Calendar requires your explicit consent via Google OAuth authorization.
• You may disconnect your Google Calendar at any time from your account settings.
• Use of Google Calendar integration is also subject to Google's Terms of Service.

11. Intellectual Property

• The Service, its design, logos and source code belong to the owner of Nora and are protected by intellectual property laws.
• Professionals retain the rights to their own content: service descriptions, photos, texts and materials.
• Users may not copy, modify, reverse-engineer, or redistribute any part of the platform code or design without prior written permission.

12. Limitation of Liability

• The platform is provided on an “as is” and “as available” basis without warranties of any kind.
• Nora is not responsible for disputes or disagreements between professionals and their clients.
• NORA is not liable for service interruptions, data loss, or technical issues beyond our reasonable control.
• In no event shall NORA's total liability exceed the aggregate fees paid by you to the platform in the 12 months preceding the claim.
• Nothing in these Terms limits liability that cannot be limited under applicable law, including liability for wilful misconduct or gross negligence, or limits consumers' rights under mandatory law.

13. Termination

• Users may delete their account at any time through their account settings.
• We reserve the right to suspend or terminate accounts that violate these Terms or engage in prohibited activities.
• Outstanding obligations, including any pending payments or refund commitments, survive account termination.

14. Governing Law & Disputes

• These Terms are governed by the laws of Spain.
• Disputes are first resolved through good-faith negotiation. If no agreement is reached, the dispute will be heard by the courts of Barcelona (Spain).
• If you use the Service as a consumer, this does not deprive you of the protection of the mandatory laws of your country of residence or of your right to bring proceedings in the courts where you live.

15. Changes to Terms

• We reserve the right to update or modify these Terms at any time.
• Users will be notified of significant changes via email or a prominent notice on the platform.
• Continued use of the platform after changes are posted constitutes your acceptance of the revised Terms.

16. Contact

If you have any questions about these Terms of Service, please contact us: