These Terms of Service (the “Terms”) govern your access to and use of PineappleOrangeJuice.com, a multi-tenant booking platform for escape rooms and other appointment-based experience businesses. Please read them carefully. They contain an arbitration agreement and a class-action waiver in Section 22 that affect your legal rights.
These Terms form a binding contract between Pineapple Orange Juice, LLC (“Pineapple Orange Juice”, “we”, “us”, or “our”), a Delaware limited liability company with its principal place of business at 8 The Green STE A, Dover, Kent County, DE 19901, United States, and the person or entity that creates a workspace or otherwise uses the Service (“you”, “your”, or the “Business Customer”).
You accept these Terms by creating an account, checking the acceptance box at signup, completing subscription checkout, or using any part of the Service. If you accept on behalf of a company or other organisation, you represent that you have authority to bind that organisation, and “you” refers to that organisation.
The following documents are incorporated into these Terms by reference and form part of your agreement with us:
| Term | Meaning |
|---|---|
| Service | The PineappleOrangeJuice.com web application, booking widgets, application programming interfaces, notification services, the AI Phone Operator add-on, and all related software and documentation we make available. |
| Workspace | The tenant-scoped environment created for your business, containing your rooms, schedules, bookings, customers, staff accounts, settings and records. |
| Customer Data | All data you or your Guests submit to, or that is generated within, your Workspace — including booking records, customer profiles, participant and waiver records, message content, call transcripts and reporting output. |
| Guest | A member of the public who books, or attempts to book, an experience from you through the Service, and any participant listed on such a booking. |
| Staff User | An individual you authorise to access your Workspace, holding either the Owner or Staff role. |
| Platform Administrator | Personnel of Pineapple Orange Juice with access to platform-level administrative tools. |
| Payment Processor | Stripe, Square, PayPal or any other payment provider you connect to your Workspace to accept payments from Guests. |
| Subscription Fee | The recurring fee payable for access to the Service, as described in Section 6. |
The Service is initially offered only to businesses operating in the United States. We may expand availability to additional countries after updating the Service and these Terms for the applicable legal and operational requirements.
You must be at least 18 years old and capable of forming a binding contract. The Service is offered to businesses and is not intended for personal, family or household use. You may not use the Service if we have previously terminated your account or if you are barred from receiving services under applicable law, including sanctions and export control laws.
You must provide accurate, current and complete registration information and keep it up to date. You are responsible for all activity that occurs under your Workspace, including the acts and omissions of your Staff Users.
You must keep account credentials confidential and must not share a single login between individuals. You must notify us promptly at staff@pineappleorangejuice.com if you become aware of unauthorised access to your Workspace. We are not liable for loss arising from your failure to safeguard credentials.
You are responsible for promptly deactivating Staff Users who leave your business. Deactivating a Staff User immediately invalidates that person’s active sessions.
The Service provides, depending on your configuration: room and resource setup; availability scheduling and closures; capacity and pricing rules; a public booking journey and embeddable booking widgets; online checkout through your connected Payment Processor and pay-in-person reservations; customer records and purchase history; booking lifecycle management; discount codes and gift vouchers; participant rosters and electronic waivers; transactional email notifications; reporting and CSV export; staff accounts and permissions; and, if separately subscribed, the AI Phone Operator.
We may modify, add to or discontinue features. We will give you reasonable advance notice of any change that materially and adversely reduces core functionality you are then using, except where the change is required for security, legal compliance or to address a third-party dependency outside our control.
The Service operates three separate access tiers:
You are responsible for assigning roles appropriately. Granting the Owner role gives that individual access to your financial settings and the ability to issue refunds through your Payment Processor.
Access to the Service is offered on a monthly subscription of US$42.00 per month per Workspace, charged in advance. Subscription checkout and card management are handled by Stripe. We do not receive or store your card number.
An eligible new Workspace may receive one 21-day free trial of the core Service when that offer is displayed during signup and Stripe checkout. A valid payment method is required. The trial applies only to the core Service; separately purchased add-ons, usage, overages and one-time services are charged under their stated terms. Unless you cancel before the trial ends, the core subscription automatically converts to the paid US$42.00 monthly subscription and Stripe charges your payment method. Trials are limited to one per Workspace and are not retroactive.
Your subscription renews automatically each month until you cancel.
Your payment method will be charged the then-current Subscription Fee on each renewal date without further notice unless you cancel before the renewal date. You may cancel at any time, without contacting us, through the Stripe customer portal accessible from the billing area of your Workspace.
The AI Phone Operator is a separate optional subscription of US$169.00 per month, which includes 500 telephone minutes per billing period. Usage beyond the included minutes is charged at US$0.25 per additional minute. Minutes are calculated per call and rounded up to the next whole minute. Overage is metered and billed by Stripe in arrears. Your Workspace settings allow you to cap monthly usage; if you do not set a cap, a default platform ceiling applies. Additional terms are set out in the AI Phone Operator Addendum.
Fees are exclusive of taxes. You are responsible for all sales, use, VAT, GST and similar taxes arising from your purchase, other than taxes on our net income. Where we are required to collect such taxes, they will be added to your invoice.
If a renewal payment fails, we may retry the charge and will make the failure visible in your Workspace. We may suspend access to paid functionality after a grace period. Suspension does not delete your Customer Data.
Subscription Fees are non-refundable except where required by law. Cancelling stops future renewals; it does not refund the current period, and you retain access until the end of the period you have paid for. Metered AI Phone Operator usage already incurred is non-refundable.
We may change the Subscription Fee or add-on pricing on at least 30 days’ notice by email to your Owner address and by notice in your Workspace. Changes take effect at your next renewal. If you do not accept a price change, your remedy is to cancel before it takes effect.
Contact staff@pineappleorangejuice.com within 60 days of a charge you wish to dispute. You agree to raise billing disputes with us before initiating a chargeback. Initiating a chargeback without first contacting us may result in suspension.
We may offer trials or promotional pricing. Unless expressly stated, a trial converts to a paid subscription at the end of the trial period and your payment method will be charged. Promotional terms are stated at the point of offer and prevail over Section 6 to the extent of any conflict. We may modify or withdraw promotions at any time for prospective offers.
Payments from your Guests are processed by the Payment Processor you connect. Your relationship with that Payment Processor is separate from, and additional to, these Terms and is governed by that provider’s own agreement, fees and account requirements. We are not a party to it, are not a payment processor, are not a money transmitter, and do not hold or settle funds on your behalf.
Guests are redirected to the Payment Processor’s hosted checkout. The Service does not collect, transmit or store primary account numbers, card verification values or magnetic stripe data at any time.
Processor API credentials you enter are encrypted at rest with a dedicated encryption key and are never rendered back to a browser. You are responsible for the accuracy of those credentials, for keeping them current, and for choosing sandbox or live mode correctly. Charges made in live mode are real.
Refunds initiated in the Service are submitted to your Payment Processor from your own account, and the funds come from your balance. You are solely responsible for your refund and cancellation policies, for honouring them, and for handling chargebacks, disputes and any resulting fees. We do not currently surface processor dispute or chargeback events inside the Service; you must monitor these in your Payment Processor’s own dashboard.
The Service does not currently calculate, collect or remit sales tax, VAT, GST, admissions tax, booking fees or gratuities on Guest transactions.
Prices you configure are the prices charged. You are solely responsible for determining, disclosing, collecting and remitting all taxes and statutory charges applicable to your sales, and for the accuracy of prices you publish.
As between you and us, you own all Customer Data. We claim no ownership in it.
You grant us a worldwide, non-exclusive, royalty-free licence to host, copy, transmit, display, process and otherwise use Customer Data solely to (a) provide, maintain and secure the Service; (b) provide support you request; (c) comply with law; and (d) prevent or address fraud, abuse or security incidents. This licence ends when the Customer Data is deleted in accordance with the Data Retention Policy.
For personal data relating to your Guests, participants and Staff Users, you are the controller and we are the processor. We process that data on your documented instructions, which are these Terms and your configuration of the Service. For our own account, billing and platform security records, we act as controller.
We do not sell Customer Data. We do not share Customer Data between Workspaces. We do not use Customer Data to train machine learning models, and we do not permit our AI sub-processor to retain or train on the content of AI Phone Operator conversations.
We may generate aggregated, de-identified statistics that do not identify you, your Guests or any individual, and may use them to operate, analyse and improve the Service. We will not publish such statistics in a form that permits re-identification or that identifies your business without your consent.
While your subscription is active you may export booking and reporting data as CSV, and download waiver records as PDF, from within your Workspace. If you need a fuller export, contact us and we will assist on a commercially reasonable basis.
You are responsible for, and represent and warrant that you will comply with, all of the following:
Your contract for an experience is between you and your Guest. We are not a party to it, do not sell experiences, and are not responsible for the delivery, quality, safety or cancellation of any experience.
Guests may be issued expiring signed links by email that let them view their booking, update their contact details, open waivers, reschedule into available capacity, and cancel within the deadlines you configure. You control whether this self-service is enabled and what the deadlines are. Anyone holding such a link can use it for the period it remains valid; you should advise Guests to treat those emails as confidential.
Cancellation by a Guest through self-service does not automatically issue a refund. Any refund is a decision for you under your own policy, made through your Payment Processor.
The AI Phone Operator is an optional paid add-on that answers your telephone line using an automated conversational agent. It is governed by the AI Phone Operator Addendum, which you accept by enabling the add-on. Key terms, stated here for prominence:
The Service can generate, deliver, collect and store electronic liability waivers and participant rosters, including records that identify participants as adults or minors and that capture a guardian’s signature.
You must not, and must not permit anyone to:
We may investigate suspected violations and may suspend access under Section 19 while we do so.
The Service depends on third-party providers, including payment processors, an email delivery provider, a telephony provider, an AI model provider and a hosting provider. Current information about the providers we use, their function and the categories of data they receive is available by contacting staff@pineappleorangejuice.com.
Your use of a third-party service through the Service is also governed by that provider’s terms. We are not responsible for third-party services, their availability, their pricing or their acts and omissions, although we remain responsible for our service providers’ processing of personal data to the extent required by applicable data protection law.
We and our licensors own the Service and all associated intellectual property, including software, interfaces, designs, documentation and the PineappleOrangeJuice.com name and marks. Subject to these Terms and payment of fees, we grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Service for your internal business purposes during your subscription term. No rights are granted other than those expressly stated.
If you send us feedback, suggestions or feature requests, you grant us a perpetual, irrevocable, worldwide, royalty-free licence to use them without restriction or compensation. We are not obliged to keep feedback confidential.
Each party may receive non-public information of the other that is designated confidential or that a reasonable person would understand to be confidential. The receiving party will protect it using at least reasonable care, use it only to perform under these Terms, and disclose it only to personnel and advisers who need it and are bound by comparable obligations. These duties do not apply to information that is public through no fault of the receiving party, was already known without duty of confidence, is independently developed, or is rightfully obtained from a third party. A party may disclose confidential information where legally compelled, giving the other party prompt notice where lawful.
We do not currently offer a service level agreement, uptime guarantee or credit scheme.
The Service is provided on a commercially reasonable efforts basis. We may take the Service offline for maintenance, upgrades or emergency repairs. We will use reasonable efforts to schedule planned maintenance outside peak hours and to give advance notice where practicable.
Support is provided by email at staff@pineappleorangejuice.com during Monday through Friday, 9:00 AM to 5:00 PM Eastern Time, excluding United States federal holidays. We do not commit to a response time unless separately agreed in writing.
Features identified as beta, preview or early access are provided as-is, may be changed or withdrawn at any time, are excluded from any commitment in these Terms, and should not be relied on for business-critical operations.
You may cancel at any time through the Stripe customer portal. Cancellation takes effect at the end of the current paid period.
We may suspend your Workspace immediately where (a) fees are past due beyond the grace period; (b) we reasonably believe your use violates Section 14, threatens the security or integrity of the Service, or creates legal risk to us or others; or (c) we are required to do so by law. Where practicable we will give notice and an opportunity to cure. Suspension blocks staff sign-in, public booking pages, availability endpoints, booking widgets and new bookings. Suspension does not delete Customer Data, and payment and subscription webhooks continue to be received so that financial reconciliation is not interrupted.
Either party may terminate for material breach not cured within 30 days of written notice. We may terminate immediately for the reasons in Section 19.2 or if you become insolvent. We may also discontinue the Service entirely on at least 90 days’ notice, in which case we will refund any prepaid fees for the unused portion of your term.
On termination your right to access the Service ends. Export your data before termination takes effect. We will retain Customer Data for a limited wind-down period as set out in the Data Retention Policy, during which you may request an export, after which it is deleted except where we are required or permitted to retain it. Sections 9.1, 16, 17, 20, 21, 22 and 25 survive termination.
The Service is provided “as is” and “as available”. To the maximum extent permitted by law, we disclaim all warranties, express, implied or statutory, including implied warranties of merchantability, fitness for a particular purpose, title, non-infringement, and any warranty arising from course of dealing or usage of trade.
We do not warrant that the Service will be uninterrupted, timely, secure or error-free, that defects will be corrected, or that the Service will meet your requirements.
While the Service applies capacity, closure and concurrency controls, we do not warrant that no double booking, overbooking, scheduling error or availability error will occur. You are responsible for reviewing your schedule and for resolving any conflict with your Guests.
We do not warrant that email or text messages will be delivered, delivered on time, or reach an inbox rather than a spam folder. Delivery depends on third parties and on recipient systems outside our control. Do not rely on the Service as the sole channel for time-critical information.
The Service, including the AI Phone Operator, is not an emergency service and must never be relied on to summon police, fire, ambulance or any other emergency assistance.
The AI Phone Operator is designed to end the call and direct a caller to contact emergency services when it detects language suggesting an emergency, but that detection is automated, is not guaranteed to be accurate, and may both miss genuine emergencies and misclassify ordinary questions. You must maintain independent means for staff and Guests to reach emergency services, and you must not advertise the telephone line as a safety or emergency contact.
We are not a law firm, accountant or tax adviser. Nothing in the Service, including waiver templates, notification templates or reporting output, constitutes legal, tax or accounting advice.
To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, exemplary or punitive damages, or for lost profits, lost revenue, lost bookings, lost goodwill or loss of data, however caused and on any theory of liability, even if advised of the possibility.
Our total aggregate liability arising out of or relating to these Terms or the Service will not exceed the greater of (a) the total fees you paid us in the twelve months immediately preceding the event giving rise to the claim, or (b) one hundred US dollars (US$100).
The limitations in 21.1 and 21.2 do not apply to a party’s liability for fraud, wilful misconduct, death or personal injury caused by negligence, your obligation to pay fees, or your indemnity obligations in 21.4, or to any liability that cannot be excluded or limited under applicable law.
You will defend, indemnify and hold harmless Pineapple Orange Juice and its members, officers and personnel from and against third-party claims, and resulting losses, damages, liabilities, penalties and reasonable legal fees, arising out of or relating to:
We will defend you against a third-party claim that the Service, as provided by us and used in accordance with these Terms, infringes a United States patent, copyright or trademark, and will pay damages finally awarded or amounts we agree in settlement. This does not apply to claims arising from Customer Data, from combination with anything not supplied by us, or from your modification of the Service. If the Service becomes, or we believe it may become, subject to such a claim, we may procure the right to continue, modify it, or terminate the affected functionality and refund prepaid unused fees. This is your sole remedy for infringement claims.
The disclaimers and limitations in Sections 20 and 21 are a fundamental basis of the bargain and reflect the fees charged. They apply even if a limited remedy fails of its essential purpose.
These Terms and any dispute arising out of or relating to them or the Service are governed by the laws of the State of Delaware, United States, excluding its conflict-of-laws rules and the United Nations Convention on Contracts for the International Sale of Goods.
Before starting arbitration or a lawsuit, you agree to notify us at staff@pineappleorangejuice.com with a written description of the dispute and the relief sought, and to negotiate in good faith for 30 days.
Except as stated in 22.5 and 22.7, any dispute arising out of or relating to these Terms or the Service will be resolved by binding individual arbitration, not in court, and not before a judge or jury.
Arbitration will be administered by the American Arbitration Association under its Commercial Arbitration Rules, before a single arbitrator, seated in Wilmington, Delaware, or conducted by videoconference or on documents alone at the arbitrator’s discretion. The arbitrator may award any relief a court could award to that individual party. Judgment on the award may be entered in any court of competent jurisdiction.
Disputes will be brought only in an individual capacity. Neither party may bring or participate in a class, collective, consolidated or representative proceeding. The arbitrator may not consolidate claims or preside over any form of representative proceeding.
If this paragraph is found unenforceable as to a particular claim or request for relief, that claim or request will be severed and heard in the courts identified in 22.6, and the remainder will proceed in arbitration.
Either party may bring an individual claim in small claims court, and either party may seek injunctive or equitable relief in court to protect intellectual property or confidential information, without first pursuing arbitration.
Where a dispute is not subject to arbitration, the state and federal courts located in Delaware have exclusive jurisdiction, and both parties consent to personal jurisdiction and venue there.
You may reject the arbitration agreement and class action waiver by sending written notice to staff@pineappleorangejuice.com within 30 days of first accepting these Terms, stating your name, Workspace name and an unambiguous statement that you opt out of arbitration. Opting out does not affect any other part of these Terms and will not disadvantage you.
Any claim must be brought within one year after it arises, to the extent permitted by law.
You are responsible for compliance with local law where you operate. You may not use the Service in violation of export control or sanctions laws.
Nothing in these Terms limits rights that cannot lawfully be limited.
If you are a consumer resident in the European Economic Area, the United Kingdom or Switzerland, or in another jurisdiction whose law grants you non-waivable rights: the arbitration agreement and class action waiver in Section 22 do not apply to you; you retain the right to bring proceedings in the courts of your place of residence; and the mandatory consumer protection provisions of your local law apply notwithstanding Section 22.1. Nothing in Sections 20 or 21 excludes liability that cannot be excluded under your local law.
The Service and the currency, tax, timezone and language options it offers may not be suitable for every jurisdiction. It is your responsibility to determine suitability before subscribing.
We may update these Terms. For material changes we will give at least 30 days’ notice by email to your Owner address and by notice in your Workspace, and will update the effective date above. Changes apply prospectively. Continued use after the effective date constitutes acceptance. If you do not accept a change, your remedy is to cancel before it takes effect. Previous versions are available by contacting staff@pineappleorangejuice.com.
| Purpose | Contact |
|---|---|
| General and legal notices | staff@pineappleorangejuice.com |
| Privacy and data protection | staff@pineappleorangejuice.com |
| Security reports | staff@pineappleorangejuice.com |
| Billing | staff@pineappleorangejuice.com |
| Support | staff@pineappleorangejuice.com |
| Postal | Pineapple Orange Juice, LLC, 8 The Green STE A, Dover, Kent County, DE 19901, United States |