Terms of Service

1. Who may use the Service

The Service is built for two groups:

• Authorized users — employees, contractors and venue staff whose accounts are created for them by a venue operator or employer (the “Operator”). The app offers no self-service sign-up. Your right to use the app comes from the Operator's agreement with us and lasts only as long as the Operator keeps your account active.
• Guests — visitors to a venue who scan the QR code on a machine to report a problem. No account is needed.

You must be at least 18 years old, or the age of majority where you live, to use the app. The guest report form is intended to be completed by an adult. If you are using the Service on behalf of an organization, you represent that you are authorized to bind that organization to these Terms, and “you” means that organization.

Where an Operator has signed a separate written agreement with us, that agreement governs its relationship with us, and these Terms govern your individual use of the Service. If the two conflict on a point covering the Operator, the signed agreement prevails.

2. Accounts and credentials

• Your account belongs to the Operator that provisioned it, not to you personally. The Operator decides who has an account and what each account may see and do.
• Keep your credentials confidential. Do not share your password, your two-factor codes or your recovery codes with anyone, and do not let another person use your account.
• You are responsible for everything done through your account, except to the extent it results from our own failure.
• We strongly recommend enabling two-factor authentication. Tell us at support@arcadeaidpro.com immediately if you suspect your account has been compromised.
• Accounts are scoped by role and by venue. Do not attempt to reach tickets, machines or venues outside the scope granted to you.

3. Licence to use the app

Subject to these Terms, we grant you a limited, personal, revocable, non-exclusive, non-transferable and non-sublicensable licence to install and use the Arcade Aid Pro app on a device you own or control, solely to perform maintenance work for the Operator that provisioned your account. On Apple devices, that licence is further limited by the Usage Rules in the Apple Media Services Terms and Conditions, as described in section 18.

You may not, and may not permit anyone else to:

• copy, modify, translate or create derivative works of the app;
• reverse engineer, decompile or disassemble the app, or try to derive its source code, except to the extent applicable law expressly permits despite this restriction;
• rent, lease, lend, sell, sublicense or otherwise transfer the app or your access to it;
• remove or obscure any proprietary notice; or
• use the app to build a competing product or service.

We may release updates, and some updates may be required for the app to keep working. All rights not expressly granted here are reserved.

4. Acceptable use

When using the Service, you agree not to:

• submit a report or ticket you know to be false, or request a refund you are not entitled to;
• impersonate another person, or submit someone else's contact details as your own;
• upload content that is unlawful, defamatory, harassing, hateful, obscene, or that depicts a person in a way they have not agreed to — photos should show the machine, not bystanders;
• upload malware, or content that infringes anyone's intellectual property or privacy rights;
• probe, scan or test the security of the Service, defeat rate limits, or access data that is not yours;
• scrape the Service, or use bots or automated means to submit reports;
• interfere with the Service's operation or place an unreasonable load on it; or
• use the Service to break any applicable law.

We may remove content that breaks these rules and suspend the accounts responsible. To report content or behaviour you believe violates this section, email support@arcadeaidpro.com; we review such reports and act on them, which may include removing the content and disabling the account behind it.

5. Guest reports and refunds

The guest report form lets you tell a venue that a machine did not behave as expected and ask for an outcome — game credits back, money back, or a note when it is fixed.

• We do not decide refunds and we do not pay them. Arcade Aid Pro delivers your report to the venue Operator. Whether a refund is granted, in what amount and by what method is the Operator's decision under its own policies and the law. Any refund is issued by the Operator through its own payment provider.
• Submitting a report is not a guarantee. We do not promise that a machine will be repaired, that it will be repaired within any period, or that you will receive a reply.
• Give accurate information. Refund requests are reviewed. Knowingly submitting false information to obtain money or credits may be fraud, and we may share the report with the Operator and the authorities.
• Do not send full payment details. The form asks at most for the last four digits of a card. Never send a full card number, security code or PIN through the form, by email, or to anyone claiming to represent us.

Nothing here limits any right you have against the Operator, or any statutory consumer right that cannot be waived under the law where you live.

6. Your content

“Your content” means anything you submit through the Service: ticket titles and descriptions, comments, and photos.

You keep ownership of your content. You grant us a worldwide, non-exclusive, royalty-free licence to host, store, reproduce, transmit and display it, and to create de-identified and aggregated statistics from it, solely to operate, secure and improve the Service and to deliver your report to the relevant Operator. This licence lasts only as long as we hold the content under the retention periods in our Privacy Policy, except for de-identified statistics that can no longer be linked to you.

You represent that, for everything you submit:

• you have the rights needed to submit it and to grant the licence above;
• it does not infringe anyone's rights or break any law; and
• any photo you upload shows equipment, and does not capture identifiable people who have not agreed to be photographed.

We do not routinely monitor content, but we may review, remove or refuse any content at our discretion, particularly where it breaks section 4. Content you submit as an authorized user forms part of the machine's maintenance record and belongs to the Operator's account; it may remain in that record after your own account ends, as described in section 11 of the Privacy Policy.

7. Availability and changes

We aim to keep the Service running, but we do not promise it will be uninterrupted or error-free. We may add, change, suspend or remove features, and we may perform maintenance that makes the Service temporarily unavailable. Where a change materially reduces the Service for authorized users, we will give the Operator reasonable notice where we can. The Service depends on your device, your network and the app store you obtained the app from; problems with any of those are outside our control.

8. Fees

The app is free to download and contains no in-app purchases and no subscriptions sold through the App Store. Authorized users pay us nothing personally — the Operator pays for the Service under its own agreement with us. Guests pay nothing to submit a report. Your mobile carrier may charge you for data.

9. Third-party services and devices

The Service relies on third parties, including the app store you downloaded the app from, your device manufacturer, your mobile carrier, our cloud hosting provider and the Operator's own ticketing system. You must comply with any applicable third-party terms when using the Service — for example, your wireless carrier's data plan terms and the App Store terms.

We are not responsible for third-party services we do not control, and their inclusion is not an endorsement. Which third parties receive personal information, and on what terms, is set out in section 7 of the Privacy Policy.

10. Intellectual property

The Service, including its software, design, text, graphics and the Arcade Aid Pro name and logo, is owned by us or our licensors and is protected by intellectual property law. Except for the limited licence in section 3, these Terms grant you no rights in the Service or our trademarks. Feedback you send us is welcome, and we may use it without restriction or obligation to you.

11. Privacy

Our Privacy Policy explains what personal information we collect, how we use and share it, how long we keep it, and how you can access or delete it. It forms part of these Terms. For authorized users, we generally act as a service provider to the Operator, which decides how work data is processed.

12. Suspension and termination

• You may stop using the Service at any time and delete the app from your device.
• The Operator may deactivate your account at any time, and your access ends with it.
• We may suspend or terminate access immediately if you break these Terms, if we must do so by law, or to protect the Service, its users or a third party from harm.
• The Operator's agreement with us ending also ends the access of every account under it.

On termination, your licence under section 3 ends and you must stop using the app. Sections 6, 10, and 13 through 19 survive termination, along with any provision that by its nature should survive. Deletion of your personal information is handled as described in section 11 of the Privacy Policy.

13. Disclaimers

To the maximum extent permitted by law, the Service is provided “as is” and “as available”, without warranty of any kind, whether express, implied or statutory, including any implied warranty of merchantability, fitness for a particular purpose, title, or non-infringement. We do not warrant that the Service will be uninterrupted, secure or error-free, that defects will be corrected, or that any machine will be repaired or any refund granted.

Some jurisdictions do not allow the exclusion of certain warranties. Where that is so, the exclusions above apply only to the extent permitted, and you may have rights that these Terms cannot limit. Nothing in these Terms excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded.

14. Limitation of liability

To the maximum extent permitted by law, neither we nor our officers, employees or suppliers will be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for lost profits, lost revenue, lost data, lost goodwill, or business interruption, arising out of or relating to the Service, whether based in contract, tort, negligence, strict liability or otherwise, and even if we were advised of the possibility.

To the maximum extent permitted by law, our total aggregate liability arising out of or relating to the Service will not exceed the greater of the amount you paid us for the Service in the twelve months before the event giving rise to the claim, or one hundred United States dollars (US$100).

These limits apply to the fullest extent permitted by law in your jurisdiction, and do not limit the statutory rights of a consumer that cannot be waived.

15. Indemnity

To the extent permitted by law, you agree to indemnify and hold us harmless from any claim, loss, liability, damage, cost or expense (including reasonable legal fees) arising out of your content, your use of the Service in breach of these Terms, or your violation of any law or of anyone's rights. We will notify you of any such claim and may participate in its defence at our own expense; you may not settle a claim in a way that imposes an obligation on us without our written consent.

16. Export and sanctions compliance

You represent and warrant that you are not located in a country that is subject to a United States Government embargo, or that has been designated by the United States Government as a “terrorist supporting” country, and that you are not listed on any United States Government list of prohibited or restricted parties. You agree to comply with all applicable export control and sanctions laws when using the Service.

17. Governing law and disputes

These Terms are governed by the laws of the State of Illinois, United States, without regard to its conflict of laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply. You and we agree to the exclusive jurisdiction of the state and federal courts located in Cook County, Illinois for any dispute that is not otherwise resolved, and each party consents to personal jurisdiction there.

Before filing a claim, please email support@arcadeaidpro.com and give us 30 days to try to resolve it informally. Most issues can be settled that way.

If you are a consumer, this section does not deprive you of the protection of the mandatory law of the country where you live, or of your right to bring proceedings in your local courts where that law gives you the right to do so.

18. Additional terms for Apple App Store users

This section applies if you obtained the Arcade Aid Pro app from the Apple App Store. It supplements the rest of these Terms and prevails over them to the extent of any conflict, for Apple-related matters only.

19. General terms

• Changes. We may update these Terms. The effective date above always reflects the current version, and material changes take effect only after we give notice by email, in the app, or on this page. Continuing to use the Service after that means you accept the update.
• Entire agreement. These Terms and the Privacy Policy are the whole agreement between you and us about the Service, and replace any earlier understanding on the subject.
• Severability. If a provision is held unenforceable, it is modified to the minimum extent needed, or severed, and the rest stays in force.
• No waiver. Not enforcing a provision is not a waiver of it.
• Assignment. You may not assign these Terms without our written consent. We may assign them to an affiliate or in connection with a merger, acquisition or sale of assets.
• Force majeure. Neither party is liable for a delay or failure caused by events beyond its reasonable control.
• Relationship. These Terms create no partnership, joint venture, agency or employment relationship between you and us.

20. How to contact us