Service Agreement

1. Parties and scope

This Service Agreement ("Agreement") is concluded between:

• Provider: Safadi Abdulsalam MWN E.V., 1095 Budapest, Lechner Ödön fasor 2., 1st floor, door 6, Hungary (registration number: 62174295, tax number: 91965626-1-43; "Provider"), operator of the hello DORA platform ("Service"); and
• Customer: the business (dog daycare or boarding facility) that registers an account ("Customer").

By creating an account, the Customer accepts this Agreement. The Service is offered to businesses only; consumers use the owner portal free of charge under the Privacy Policy and Section 9 below.

2. The Service

hello DORA is a software-as-a-service platform for managing dog daycare and boarding operations: client and dog records, bookings, check-ins, kennel assignments, capacity planning, payments tracking, reporting, and a self-service portal for dog owners. The Service is provided as-is at the current feature level; the Provider continuously develops the Service and may add, change, or retire features.

3. Accounts

• The Customer must provide accurate information at signup and keep credentials confidential.
• The first registered user becomes the Customer's administrator and may invite staff up to the plan's staff limit.
• The Customer is responsible for all activity under its accounts.

4. Trial, plans and fees

• Free trial: new Customers receive a 14-day free trial. No payment details are required to start. At the end of the trial, continued use requires an active subscription.
• Plans: the available plans, their staff limits and current prices are communicated in the application (Subscription page) or in an individual offer.
• Billing: subscriptions are billed in advance on a recurring basis through Stripe. Prices are net of VAT where applicable.
• Non-payment: if a renewal payment fails, the Provider may restrict access after 14 days until payment is settled.
• No partial refunds: fees for started billing periods are non-refundable, except where required by law.
• Price changes: the Provider may change prices with at least 30 days' notice, effective from the next billing period.

5. Customer data and data processing

• All data the Customer enters into the Service (client records, dog records, bookings, documents) remains the Customer's property.
• For personal data in such records, the Customer is the data controller and the Provider acts as data processor under Article 28 GDPR. The Provider processes such data only to provide the Service, keeps it confidential, and implements appropriate technical and organisational measures (encryption in transit, per-facility data isolation, access control).
• The Provider uses the subprocessors listed in the Privacy Policy (currently Supabase and Stripe, plus the hosting provider). The Provider will give notice before adding new subprocessors.
• The Customer warrants that it has a lawful basis to store its clients' data in the Service.
• Upon termination, the Provider deletes the Customer's data within 90 days; on request made before deletion, the Provider supplies an export of the data in a common machine-readable format.

6. Acceptable use

The Customer must not:

• use the Service for unlawful purposes;
• attempt to breach the security or data isolation of the Service, or access another customer's data;
• resell or provide the Service to third parties as a service bureau;
• upload malicious code or place unreasonable load on the infrastructure.

The Provider may suspend accounts that violate this section, with notice where practicable.

7. Availability and support

The Provider aims to keep the Service available continuously but does not guarantee a specific availability level. Planned maintenance will be announced in advance where possible. Support is provided in English and Hungarian by email at info@hellodora.app on business days.

8. Intellectual property

The Service, its software, design and branding are the Provider's intellectual property. The Customer receives a non-exclusive, non-transferable right to use the Service for the duration of the subscription. No rights are granted to the Customer's data other than those needed to provide the Service.

9. Dog-owner portal

Dog owners invited by a Customer may use the portal free of charge to view and manage their own dogs and bookings with that Customer. The portal is provided as an auxiliary feature of the Customer's subscription; the contractual relationship for daycare services exists solely between the dog owner and the Customer.

10. Warranties and liability

• The Service is provided "as is"; to the extent permitted by law, the Provider disclaims implied warranties.
• The Provider is not liable for indirect or consequential damages, loss of profit, or loss of data caused by factors outside its reasonable control.
• The Provider's total liability under this Agreement is capped at the fees paid by the Customer in the 12 months preceding the event giving rise to the claim.
• Nothing in this Agreement excludes liability that cannot be excluded under Hungarian law (e.g. damage caused intentionally).

11. Term and termination

• This Agreement is effective for the duration of the subscription and renews with each billing period.
• The Customer may cancel at any time with effect from the end of the current billing period.
• Either party may terminate with immediate effect in case of a material breach that is not remedied within 15 days of written notice.
• Data handling after termination is governed by Section 5.

12. Changes to this Agreement

The Provider may amend this Agreement with at least 30 days' notice given in the application or by email. Continued use of the Service after the effective date constitutes acceptance. If the Customer does not accept an amendment, it may cancel with effect from the amendment's effective date.

13. Governing law and disputes

This Agreement is governed by Hungarian law. The parties will attempt to resolve disputes amicably; failing that, the Hungarian courts with jurisdiction over the Provider's registered seat shall decide the dispute.

14. Hosting and imprint

Information required under the Hungarian E-commerce Act (2001. évi CVIII. törvény): operator details as in Section 1; hosting is provided by Netlify, Inc., 512 2nd Street, Suite 200, San Francisco, CA 94107, USA. Contact: info@hellodora.app.