letbook.ai

Customer Terms of Service

Last updated: 2026-04-22

These Customer Terms of Service ("Terms") govern your use of a booking service powered by the letbook.ai platform ("Platform"). The facility or business you are booking with ("Company") operates independently; letbook.ai provides the technology only.

1. Who you are contracting with

When you make a booking, your contract for the service (the session, class, or facility access) is with the Company, not with letbook.ai. letbook.ai processes your booking and payment on behalf of the Company and is not party to the booking contract itself.

2. Account

  • You must have the legal capacity to enter into a binding agreement. If you are under 18, a parent or guardian must create the account and make bookings on your behalf.
  • You must provide accurate information and keep it up to date.
  • You are responsible for safeguarding your password and for all activity under your account.
  • We may suspend or terminate accounts that breach these Terms or applicable law.

3. Bookings

  • Availability, pricing, and cancellation policy are set by each Company.
  • By completing a booking you authorise the charge shown at checkout.
  • Payments are processed securely by Stripe. letbook.ai does not store your card details.
  • Booking confirmation is sent to your registered email address.

4. Cancellations and refunds

  • Cancellation deadlines and refund eligibility are determined by the Company's policy, displayed at checkout.
  • Refunds are issued as account balance by default. Cash refunds to your original payment method are at the Company's discretion.
  • Nothing in these Terms limits any right you have under the Australian Consumer Law.

5. Account balance and credits

  • Account balance has no cash value and cannot be transferred to another user.
  • Balance expires in accordance with the Company's policy or as required by applicable law.
  • If your membership expires, any balance credited as part of that membership may be reset to zero in accordance with the Company's membership policy.

6. Memberships

  • Where a Company offers memberships, terms (price, duration, benefits) are set by the Company.
  • Memberships automatically renew at the end of each period unless cancelled before the renewal date via your Account page or by contacting the Company.
  • You will receive a reminder email before each renewal.
  • No refund is issued for the unused portion of a current membership period unless required by law.

7. Acceptable use

You agree not to:

  • Make bookings you do not intend to honour.
  • Access resources, bays, or areas outside your booked window.
  • Share access PINs (where RemoteLock is enabled) with unauthorised persons.
  • Use the Platform for any unlawful purpose.

8. AI chatbot (where enabled)

Some Companies enable an AI assistant powered by Anthropic (Claude). Messages you send to the chatbot may be processed by Anthropic in the United States. Do not submit sensitive personal information via the chatbot. See our Subprocessors page for details.

9. Physical lock access (where enabled)

Where a Company uses RemoteLock integration, a temporary access PIN is generated for your booking window. You are responsible for safeguarding this PIN. Unauthorised use of a PIN, or access outside the booked window, may result in account suspension and is a breach of these Terms.

10. Disclaimers

The Platform is provided "as is" and "as available". We do not warrant that the Platform will be uninterrupted or error-free. Nothing in these Terms excludes rights that cannot be lawfully excluded under the Australian Consumer Law.

11. Limitation of liability

To the maximum extent permitted by law, letbook.ai's total liability to you is limited to the greater of (a) fees you paid to letbook.ai (not to a Company) in the 12 months preceding the event, or (b) AUD $100. letbook.ai is not liable for indirect, incidental, or consequential damages.

12. Privacy

Our collection and handling of personal information is described in our Privacy Policy. By using the Platform you also agree to the Privacy Policy.

13. Changes to these Terms

We may update these Terms from time to time. Material changes will be announced on this page. Continued use of the Platform after changes are published constitutes acceptance of the revised Terms.

14. Governing law

These Terms are governed by the laws of Western Australia and the Commonwealth of Australia. The parties submit to the exclusive jurisdiction of the courts of Western Australia, Australia, subject to any mandatory consumer protections in your country of residence.

15. Contact

For booking issues, contact the Company directly. For platform issues, email support@letbook.ai. letbook.ai is operated by SJ Software (ABN 81 686 552 960).