Terms of Service

Version date: November 8, 2026

Who we are

Loom is online booking and studio management software for massage, spa and wellness studios. It is run by Loom Tech LLC, [CONFIRM: state of formation], [CONFIRM: business address] (“Loom”, “we”), at https://app.loommie.ai.

These terms are between Loom and the business that creates a studio on Loom (the “studio”). If you sign up for a studio, you confirm that you can agree to them on its behalf. If you accept an invitation to join a studio as a therapist or team member, these terms apply to your use of your login, and you don’t pay Loom anything.

Clients who book with a studio deal with that studio, not with Loom. The studio’s own booking terms, shown on its booking pages, cover their appointments. Our Privacy Policy explains how Loom handles personal information.

The service

Loom gives a studio a public booking page, a calendar, client records, services and add-ons, pay and tips tracking, team logins, gift cards, and appointment emails and texts. Features can change over time. Loom records appointments; it doesn’t provide treatment, and it isn’t built to be a medical record system.

You need to be at least [CONFIRM: minimum age, and whether Loom is for businesses only] to use Loom. Keep your password private. The studio’s owner decides who has a login and is responsible for what its team does in Loom.

Free trial and automatic billing

A Loom subscription belongs to one studio and is billed monthly. You see the current price before you pay, at sign-up and on Stripe’s checkout page. Stripe handles the payment, and Loom never sees or stores your full card number.

A new studio gets a free trial, 14 days unless sign-up shows a different length. You enter a card at the start of the trial. Unless you cancel before the trial ends, Stripe charges that card automatically when it ends, and again each month until you cancel. Each studio gets one trial, so a studio that subscribes again is charged without a new one.

[CONFIRM: whether prices include sales tax, and how tax is shown] [CONFIRM: how much notice is given before a price change] [CONFIRM: refund policy for subscription fees]

Cancelling, and what happens when a subscription lapses

You can cancel at any time under Settings → Billing → Manage billing, which opens Stripe’s billing portal. If you cancel during the trial, you aren’t charged. [CONFIRM: that a cancelled subscription runs to the end of the period already paid for; this depends on the Stripe portal settings]

If a renewal payment fails, your studio keeps full access while Stripe retries the card, and the owner sees a request to update it. [CONFIRM: how long the retries last and what follows them; this depends on the Stripe settings]

When a subscription has been cancelled or has otherwise lapsed:

• the owner sees only a screen for renewing, and the team sees that the studio is paused;
• the public booking page says online booking is paused and takes no new bookings;
• the team can’t redeem gift cards in Loom, and the studio’s public gift card page stops selling cards and checking balances;
• clients can still open the private links to their existing appointments;
• appointment emails and texts already queued may still be sent; and
• nothing is deleted, and renewing restores everything.

A studio’s data stays stored after a lapse until it is removed. To close a studio and remove its data, contact us. [CONFIRM: the final closure process, including whether data is offered for export first and how long removal takes; depends on launch plan 06]

The studio’s responsibility for its clients and consents

The studio, not Loom, is responsible for its relationship with its clients. That includes:

• its services, prices, cancellation rules, licenses and credentials, and its treatment;
• collecting payment for appointments. Loom records what the studio enters, but doesn’t take payment for appointments;
• telling its clients what they need to know, and having the consents the law requires;
• the accuracy of what it enters, including anything it records on a client’s behalf;
• keeping only what it needs in notes. Notes are free text, so they can end up holding health details. [CONFIRM: the studio’s duties for health details, and what Loom may hold]
• answering its clients’ requests about their information, using the tools Loom provides. See “Requests” in the Privacy Policy.

Loom handles client information on the studio’s instructions. [CONFIRM: whether a separate data processing agreement with each studio is needed]

Text messages

Texting is optional for a studio. To turn it on, the owner gives the studio’s legal name, business type, EIN, address and an authorized contact, and confirms that they’re authorized to register the business, that the details are accurate, and that the studio will only text people who agreed to appointment texts. Loom sends those details to Twilio and the carriers to register the studio. Carriers can refuse a registration, and studios without an EIN can’t register yet. The subscription includes carrier registration, the phone number and text fees, up to the plan’s monthly text limit described below.

Texts through Loom are for appointments only. By default they are a confirmation to the client and new-booking alerts to the owner and therapists. Loom may later add reminders, changes and cancellation notices for the same appointments. Loom doesn’t send promotional texts. The studio agrees that:

• staff will tick “The client agreed to get appointment texts” only when the client really did agree. [CONFIRM: ticking this box also clears an earlier STOP from that number; see the Privacy Policy]
• it will turn on text alerts for a therapist only when that therapist agreed, and the owner adds only their own mobile number for owner alerts; and
• it will respect a client’s request to stop, however the client makes it.

Each plan includes a monthly number of texts, shown when you sign up; for the Unlimited plan it is 2,000. Once that’s reached, texts are skipped for the rest of the month, and emails still go out. Apart from a reply to something a client just did, texts wait until 8 AM if they fall between 9 PM and 8 AM in the studio’s timezone, and are skipped if the appointment would already have started by then. Carriers don’t guarantee delivery, and neither does Loom, so don’t rely on a text alone for anything urgent.

Gift cards

A gift card is a sale between the studio and its client, made through the studio’s own Stripe account. The money goes to that account and never passes through Loom, and Loom takes no fee. Stripe charges its own fees to the studio.

The studio is the seller. It is responsible for honoring its cards, for refunds and disputes, which it handles in Stripe, and for any taxes and any state rules on gift cards. [CONFIRM: which state gift card rules these terms should mention] Buyers agree to the gift card terms shown when they buy: cards never expire, can be used toward any service at that studio, and can’t be exchanged for cash except where the law requires it.

A studio’s obligations for cards it has sold carry on if its Loom subscription lapses or the studio closes, even though the gift card features in Loom stop working while it’s lapsed.

Acceptable use

You agree not to:

• break the law, or use Loom to offer services that are illegal where you operate;
• send spam, promotions or anything but appointment messages through Loom’s texts;
• text or email anyone who hasn’t agreed to it or has asked you to stop;
• enter card numbers, government IDs or other details Loom doesn’t ask for into notes;
• upload anything you don’t have the right to use, or that’s unlawful or misleading;
• impersonate another business or person;
• try to reach another studio’s data, get around rate limits or plan limits, disrupt the service, or scrape it; or
• resell Loom or share logins between people.

Your data

The studio keeps its rights in what it enters and uploads. It lets Loom store, show and send that content as needed to run the service, including showing its studio details, services and photos on its public pages. The Privacy Policy describes how long Loom keeps things, including records it doesn’t delete automatically.

Other services

Loom relies on other companies to run, including those listed in the Privacy Policy. If Stripe, Twilio, Resend, a carrier or a hosting provider has a problem, parts of Loom may not work, and messages may be late or may not arrive.

No warranty and limits on liability

[CONFIRM: all of this section is placeholder wording. It needs the lawyer’s final text, including the amount of any cap and whether an indemnity from the studio is included]

Loom is provided “as is”. We don’t promise that it will always be available, free of errors, or suited to a particular purpose. To the extent the law allows, Loom isn’t liable for indirect or consequential losses, such as lost profits, lost bookings or lost data, and its total liability is limited to [CONFIRM: cap amount or formula]. Nothing in these terms limits liability that the law doesn’t allow to be limited.

Suspension and ending these terms

You can stop using Loom at any time by cancelling. We may suspend or close a studio or login that breaks these terms, puts the service or other people at risk, or doesn’t pay. [CONFIRM: how much notice Loom gives, and what happens to the data]

Changes to these terms

When these terms change, the version date at the top changes too. [CONFIRM: how studios are told, and how much notice they get]

Governing law

[CONFIRM: governing law, and where and how disputes are resolved]

Contact

Loom Tech LLC, [CONFIRM: business address]. Email: [email protected].