Terms and Conditions

These Terms and Conditions ("Terms") govern your use of the products and services provided by Waiton Limited ("we", "us", "our"), a company registered in England and Wales under number 17058693, with its registered office at 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE.

By placing an order, signing an agreement, or using our Software or Hardware (as defined below), you agree to be bound by these Terms. Please read them carefully.

1. Definitions

• "Software" means the WaitOn hotel management platform and related web applications, including real-time dashboards, request management, reporting, device management, alerts, and all associated features accessible at app.waiton.co.uk or other designated URLs.
• "Hardware" means the smart devices supplied by us, including wireless buttons, gateways, device panels, and any accessories or components.
• "Services" means the full managed service we provide, including Software access, Hardware (where applicable), installation, configuration, and ongoing support.
• "Customer", "you", or "your" means the business or organisation that has agreed to purchase our Services.
• "User" means any individual authorised by you to access and use the Software.

2. Our Services

WaitOn provides a complete hospitality service management solution comprising:

• Software: A cloud-based platform for managing guest requests (room service, housekeeping, concierge, maintenance, and custom requests), real-time dashboards, wait time reporting, employee performance tracking, smart alerts (including SMS notifications), and device management.
• Hardware (where ordered): Configurable wireless smart devices including buttons and gateways, supplied and installed at your premises. Hardware may be tailored to your brand and workflow.
• Managed Service: Installation, configuration, and ongoing support as part of selected plans.

We offer both software-only and software-and-hardware plans. The specific Services, pricing, and term will be set out in your order form or commercial agreement.

3. Software Licence

We grant you a non-exclusive, non-transferable, revocable licence to access and use the Software for your internal business purposes, subject to these Terms and your payment of applicable fees.

3.1 Restrictions

You must not: (a) copy, modify, or create derivative works of the Software; (b) reverse-engineer, decompile, or disassemble the Software; (c) sublicense, sell, rent, or lease the Software to any third party; (d) use the Software for any unlawful purpose; (e) attempt to gain unauthorised access to our systems or other customers' data; or (f) remove any proprietary notices from the Software.

3.2 User Accounts

You are responsible for all activity under your account. You must ensure that Users keep their credentials confidential and that they use the Software in compliance with these Terms. Subscription fees are typically charged per User as specified in your agreement.

4. Hardware

4.1 Supply and Installation

Where you order Hardware, we will supply and install devices at your premises in accordance with the agreed specification. Installation dates and site access requirements will be agreed in advance.

4.2 Ownership

Hardware is supplied under a lease or rental arrangement only. We retain full ownership of all Hardware at all times. You have no right to purchase or acquire ownership of the Hardware. Risk of loss or damage passes to you upon delivery, but you must return Hardware in good condition on termination (subject to fair wear and tear).

4.3 Warranty and Support

We warrant that Hardware will be free from material defects in materials and workmanship for a period of twelve (12) months from installation (or as otherwise specified). This warranty does not cover damage caused by misuse, neglect, or unauthorised modification. We will repair or replace defective Hardware at our discretion, subject to return of the faulty unit.

4.4 Care and Maintenance

You must use the Hardware only for its intended purpose and in accordance with our instructions. You are responsible for ensuring adequate power supply and environmental conditions. You must not attempt to repair, modify, or disassemble the Hardware except as authorised by us.

5. Payment

Fees are as set out in your order form or commercial agreement. Typically:

• Software subscription fees are charged monthly per User.
• Hardware plans may include a monthly device cost and a one-time installation fee.

Fees are payable in advance unless otherwise agreed. We will invoice you in accordance with your billing cycle. Payment is due within 30 days of the invoice date unless a different payment term is agreed. We reserve the right to suspend or terminate Services if payment is overdue.

All fees are exclusive of VAT and other applicable taxes, unless stated otherwise.

6. Data and Privacy

We process personal data in accordance with our Privacy Policy and applicable data protection laws. You remain the data controller in respect of guest and employee data that you input into the Software. We act as data processor for such data and will process it only in accordance with your instructions and our data processing agreement, where applicable.

You must ensure that you have appropriate legal basis and consents to provide data to us and that your use of the Services complies with data protection obligations.

7. Intellectual Property

We retain all rights, title, and interest in and to the Software, Hardware designs, documentation, and all related intellectual property. No intellectual property rights are transferred to you except the limited licence to use the Software as described above.

You retain ownership of your data. You grant us a licence to use your data to provide, improve, and support the Services.

8. Limitation of Liability

Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be lawfully excluded or limited.

Subject to the above, we shall not be liable for: (a) indirect, consequential, or special loss or damage; (b) loss of profits, revenue, business, or data; (c) any failure to perform due to circumstances beyond our reasonable control. Our total liability under or in connection with these Terms shall not exceed the fees paid by you in the twelve (12) months preceding the event giving rise to the claim.

9. Term and Termination

The minimum initial term for your subscription and any Hardware lease is six (6) months. After the initial term, the agreement will renew automatically (e.g. monthly or annually as specified in your agreement) unless either party gives written notice of non-renewal at least 30 days before the end of the current term.

Either party may terminate for material breach if the other party fails to remedy the breach within 30 days of written notice. We may suspend or terminate Services immediately if you fail to pay fees or breach these Terms in a manner that warrants immediate action.

On termination: (a) your licence to use the Software ceases; (b) we may delete your data after a reasonable grace period; (c) if Hardware was leased, you must return it in good condition. Early termination may incur early-termination or unrecovered Hardware costs as specified in your agreement.

10. Support

Support is provided as part of our managed service. We will use reasonable endeavours to respond to support requests within a reasonable time. Support does not cover issues arising from your misuse, third-party software, or infrastructure outside our control.

11. General

Entire agreement: These Terms, together with your order form or commercial agreement, constitute the entire agreement between us.

Variations: We may update these Terms from time to time. We will notify you of material changes. Continued use of the Services after notice constitutes acceptance.

Governing law: These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact: For questions about these Terms, please contact us via the contact form on our website or at our registered address above.