Terms of Service

FeelIntent is an intent-first queue and appointment management platform that enables organisations to manage walk-in visitors, waiting lines and appointments at physical service locations. It is made available as a service through the FeelIntent applications and online at feeltent.com (the “Service”).

These Terms of Service set out the terms on which you may use the Service and any application, functionality or related services that we make available, whether on a free-trial basis or under a paid subscription. By using the Service, creating an account or starting a subscription, you agree to and accept these Terms of Service.

The Service is provided by Matrika OÜ, a private limited company incorporated and registered in Estonia with registry code 17500422, whose registered office is in Tallinn, Estonia (“FeelIntent”, “we”, “us”). You can contact us at [email protected] or [email protected].

• “Client” or “you” — the organisation or person that creates an account or subscribes to the Service.
• “Location” — a branch, office, clinic, hospital department, store, facility or any other physical location of the Client where the Client provides services to its Visitors and uses the Service to manage them.
• “Authorised User” — a person authorised by the Client to access the Service, such as desk staff, branch or location managers, and administrators.
• “Visitor” — a customer, patient, citizen or other visitor of the Client who checks in at, books with, or is served at a Location.
• “Client Data” — the content and data that the Client or its Authorised Users or Visitors make available to us and that we host in connection with providing the Service, including Visitor check-in records.

The Service is designed for walk-in service environments of all kinds — including banks, credit unions and other financial institutions, hospitals, clinics and other healthcare providers, government and municipal offices, retail, education and other organisations that serve visitors at physical Locations. Features include self-service kiosk check-in, intent-based routing, live staff queue boards, appointment booking, SMS notifications, VIP check-in and operational analytics.

The Service is a queue and appointment management tool. It is not a medical device, an electronic health record system, or a system of record for financial transactions, and must not be used as one.

We offer a free trial of the Service for fourteen (14) days from the date you create your account (the “Trial Period”). No credit card is required to start a trial. One trial is available per organisation unless we agree otherwise in writing.

During the Trial Period either party may terminate the agreement immediately on notice (for you, simply stopping use or asking us to delete the account is enough). During the Trial Period the Service is provided “as is” and, notwithstanding anything else in these Terms, we accept no liability beyond what cannot be excluded by law. If you do not subscribe by the end of the Trial Period, we may suspend your access and, after a reasonable period, delete the associated Client Data.

• Paid subscriptions are priced per desk and per branch as set out at feeltent.com/pricing or in an order form agreed with us, and are billed monthly or annually in advance through our payment provider (Stripe).
• Subscriptions renew automatically for successive periods equal to the then-current billing period unless cancelled before the renewal date. You can cancel at any time; cancellation takes effect at the end of the paid period and fees already paid are non-refundable except where required by law.
• All fees are exclusive of VAT, GST and other applicable taxes, which will be added where required.
• We may change our prices with at least thirty (30) days' notice; changes apply from your next renewal.
• If invoiced amounts are not paid when due, we may, after reasonable notice, suspend access to the Service until payment is received.

• We grant the Client a non-exclusive, non-transferable right for its Authorised Users to access and use the Service for the Client's internal business purposes during the term of the agreement, limited to the number of desks, branches and Locations subscribed for.
• You must keep all usernames, passwords and kiosk devices used to access the Service secure and confidential, and ensure your Authorised Users do the same. You are responsible for activity that occurs under your accounts.
• You must notify us promptly at [email protected] if you become aware of any unauthorised access to or use of your accounts or the Service.
• You are responsible for the devices, tablets and internet connectivity needed to access the Service (the Service is bring-your-own-device).

You agree that you will not, and will not permit anyone to:

• use the Service unlawfully or in breach of the rights of any person, including data protection, privacy and consumer laws applicable at your Locations;
• upload or collect through the Service any data you are not lawfully entitled to collect, or any malicious code;
• collect more Visitor data than is needed to manage queues and appointments. In particular, if you are a healthcare provider, do not enter medical histories, diagnoses, test results or other detailed health records into the Service — service categories and contact details are all the Service needs;
• copy, modify, reverse engineer, resell or sublicense the Service except as permitted by these Terms or mandatory law;
• attempt to interfere with the integrity, security or performance of the Service or use it to build a competing product.

You are responsible for the accuracy and lawfulness of Client Data, for providing any notices to and obtaining any consents from your Visitors and Authorised Users required by applicable law, and for configuring the Service (including data-collection toggles) appropriately for your industry and jurisdiction.

• As between the parties, the Client owns all Client Data. You grant us the rights needed to host, process and display Client Data solely to provide and support the Service.
• For personal data contained in Client Data (such as Visitor check-ins), the Client is the controller and FeelIntent acts as a processor on the Client's documented instructions, in accordance with applicable data protection laws including the EU General Data Protection Regulation (GDPR) and, where applicable, India's Digital Personal Data Protection Act, 2023.
• Our Privacy Policy describes what we collect and how we use it, including our sub-processors (such as hosting, payments and SMS providers). A data processing agreement is available on request.
• Client Data is stored on secure infrastructure operated by our hosting sub-processors. We apply appropriate technical and organisational security measures, including encryption in transit and access controls.
• On termination, you may export your Client Data within thirty (30) days, after which we will delete it from production systems except where retention is required by law.

We (and our licensors) own all intellectual property rights in the Service, its software, design and documentation. No rights are granted to you other than the limited right to use the Service under these Terms. You grant us a limited licence to use your name, logo and brand assets to configure the Service for you (for example, branding your kiosk), and — only with your prior consent — to identify you as a client in our marketing. Feedback you give us about the Service may be used by us without restriction.

Each party will keep the other party's confidential information confidential, use it only to perform the agreement, and protect it with at least reasonable care. This obligation does not apply to information that is public, already lawfully known, independently developed, or required to be disclosed by law.

We will use commercially reasonable efforts to make the Service available 24/7, except for planned maintenance (notified in advance where practicable) and circumstances beyond our reasonable control. Support is provided by email at [email protected] during Estonian business hours; paid plans may include additional support and onboarding as described in your plan.

• Either party may terminate the agreement if the other commits a material breach and fails to remedy it within thirty (30) days of written notice, or becomes insolvent.
• We may suspend access immediately where reasonably necessary to protect the Service or comply with law — for example, in case of security incidents, unlawful use or non-payment — and will restore access once the issue is resolved.
• On termination, your right to use the Service ends and clause 9 (data export and deletion) applies. Provisions intended to survive termination (including fees owed, confidentiality, IP and liability) survive.

Other than as expressly set out in these Terms, the Service is provided “as is” and all conditions, warranties and representations, express or implied (including fitness for a particular purpose), are excluded to the maximum extent permitted by law. We do not warrant that the Service will be uninterrupted or error-free, or that it will meet regulatory requirements specific to your industry — verifying suitability for your use case is your responsibility.

Nothing in these Terms excludes liability that cannot be excluded by law (including for death or personal injury caused by negligence, or for fraud). Subject to that: neither party is liable for indirect or consequential loss, loss of profits, revenue, goodwill or data; and each party's total aggregate liability arising out of or in connection with the agreement is limited to the fees paid or payable by the Client in the twelve (12) months preceding the event giving rise to the claim (or €100 during a free trial).

We continuously improve the Service and may change or add features provided the changes do not materially reduce the core functionality you have paid for. We may update these Terms from time to time; material changes will be notified to you (for example by email or in-product notice) at least thirty (30) days before they take effect. Continued use after the effective date constitutes acceptance.

Neither party is liable for delay or failure caused by events beyond its reasonable control. You may not assign the agreement without our consent (not to be unreasonably withheld); we may assign it to an affiliate or in connection with a merger or sale. Notices may be given by email. If any provision is held invalid, the remainder stays in effect. These Terms, together with your order/subscription details and the Privacy Policy, are the entire agreement between us regarding the Service.

These Terms and any dispute arising out of them are governed by the laws of the Republic of Estonia, and the courts of Harju County, Estonia have exclusive jurisdiction — except that nothing deprives you of mandatory protections of the law of the country in which you are established, and we may seek injunctive relief in any jurisdiction to protect our intellectual property.

Questions about these Terms: Matrika OÜ (registry code 17500422), Tallinn, Estonia · [email protected].