Terms and Conditions

Last updated: 19th December 2025

Introduction

These Terms and Conditions govern the use of the Muddy Booking platform ("the platform"), operated by Grizzlyware Ltd ("we," "our," or "us"). By accessing Muddy Booking, you agree to these terms.

Age Requirement

All users must be 16 years or older to access or use Muddy Booking.

Operators signing up to use Muddy Booking as their booking platform must be at least 18 years of age.

Account Usage (Operators)

Operators must create accounts to use Muddy Booking, maintaining accurate and secure account information. Operators are responsible for all activity conducted via their accounts.

Bookings

We facilitate bookings between operators and end users. Operators are solely responsible for the accuracy and quality of their listings and the delivery of booked services.

Payments

Payments processed through Muddy Booking are handled securely via Stripe. Operators agree to Stripe's terms when receiving payments through our platform.

Subscription

Operators must pay Muddy Booking a subscription for the right to use Muddy Booking, as detailed in their pricing schedule in their account.

Operators may change their plan at any time, and the new plan will take effect immediately. If an operator changes their plan, they will be charged the difference in fees for the remainder of the billing period. No credits will be given when downgrading plans.

Operators may cancel their subscription at any time. If an operator cancels their subscription, they will retain access to Muddy Booking until the end of the current billing period, after which their account will be deactivated.

We reserve the right to change fees with 30 days' notice. Operators can change or cancel their subscription at any time.

SMS Notifications

The platform allows operators to purchase SMS credits in order to send booking confirmations, reminders and other notifications to end users. By purchasing or using SMS credits you agree to the following additional terms:

  1. Territory and permitted recipients – SMS messages may only be sent to mobile numbers registered in the United Kingdom. Messages addressed to non-UK numbers will be blocked automatically.

  2. Variable message costs – The price of an outbound message varies by county. Higher charges apply to certain regions, including (but not limited to) Guernsey, the Isle of Man and Jersey.

  3. Expiry of credits –

    • One‑off ("pay‑as‑you‑go") SMS credit bundles expire 365 days after the date of purchase if unused.

  4. Message length and credit usage – SMS charges are measured in credits. One credit covers up to 160 characters when the message uses the GSM‑7 alphabet.

    • If the message includes any Unicode characters (such as emoji or accented letters), the entire message is sent in Unicode encoding and one credit covers up to 70 characters.
    • Longer messages are split (concatenated) automatically by the carrier; each additional 160‑character GSM‑7 segment or 70‑character Unicode segment consumes an extra credit.

    Consequently, a single outbound message may consume multiple credits depending on its length and character set. Consequently, a single outbound message may consume multiple credits.

Unused credits are not refundable or transferable and will be forfeited on expiry.

WhatsApp Notifications

The platform allows operators to purchase WhatsApp credits in order to send booking confirmations, reminders and other notifications to end users via WhatsApp. By purchasing or using WhatsApp credits you agree to the following additional terms:

  1. Territory and permitted recipients – WhatsApp messages may only be sent to mobile numbers registered in the United Kingdom. Messages addressed to non-UK numbers will be blocked automatically.
  2. Expiry of credits –
    • One-off ("pay-as-you-go") WhatsApp credit bundles expire 365 days after the date of purchase if unused.
  3. Message costs – Each outbound WhatsApp message consumes 1 credit, regardless of length or character set.

Unused credits are not refundable or transferable and will be forfeited on expiry.

Auto Top-Up for Notification Credits

Operators may opt in to automatic top-up for SMS and/or WhatsApp credits. By enabling auto top-up, you agree to the following additional terms:

  1. Opt-in only – Auto top-up is entirely optional and must be explicitly enabled by the operator. It is not enabled by default.
  2. How it works – When your credit balance falls below a threshold you specify, the platform will automatically purchase additional credits using your saved payment method.
  3. Payment authorisation – By enabling auto top-up, you authorise us to charge your saved payment method for credit purchases without requiring additional confirmation at the time of each transaction.
  4. Charges – Auto top-up purchases are charged at the standard credit rates applicable at the time of purchase.
  5. Disabling auto top-up – You may disable auto top-up at any time via your account settings. Disabling auto top-up will not affect any credits already purchased.
  6. Failed payments – If an auto top-up payment fails, no credits will be added and you will be notified. We are not responsible for any service interruption resulting from failed payments or insufficient credit balances.
  7. No refunds – Credits purchased via auto top-up are subject to the same terms as manually purchased credits and are non-refundable.

Automatic Payment Collection for Invoices

The platform supports automatic payment collection to charge end users for invoices using their saved payment methods. The following terms apply:

  1. Enabled by default – Automatic payment collection is enabled by default for operators. Operators may disable this feature at any time via their account settings.
  2. End user consent – Operators are responsible for ensuring that end users have provided valid consent to save their payment method and for it to be charged automatically for future invoices.
  3. How it works – For end users with a saved payment method, the platform will automatically attempt to collect payment on behalf of the operator as close to the invoice due date as possible.
  4. Operator responsibility – Operators are solely responsible for the accuracy of invoices and for resolving any disputes with end users regarding charges.
  5. Failed payments – If an automatic payment fails, the invoice will remain unpaid. Operators are responsible for monitoring their dashboard for unpaid and overdue invoices. We are not responsible for any failed payment attempts or resulting disputes.
  6. Refunds and disputes – Any refunds or chargebacks are the responsibility of the operator. We may pass on any chargeback fees incurred to the operator.

Deactivation of Account

Failure to make payment will lead to deactivation of your account. Deactivated accounts will become dormant for 6 months in which time you may reactivate your account or request your data. Beyond 6 months, your account and its data may be permanently deleted without warning.

Subscription Booking Limits

Operators are subject to subscription booking limits as specified in their pricing schedule.

A booking counts towards this limit once it transitions to a "confirmed" state. Once a booking has been confirmed, it will count towards this limit, regardless of whether the booking state changes at a later date.

If an operator exceeds their plan limits, they will incur overage fees as detailed in their pricing schedule.

Overage fees will be charged monthly and are due immediately upon receipt of the invoice.

Booking limits are reset monthly at 00:00 UTC on the first day of each calendar month.

Free Trials

Operators may be eligible for a free trial period of the platform. The free trial allows operators to use Muddy Booking without charge for a limited time.

Payment details are not required to start a free trial. Payment details must be provided before the end of the free trial to continue using Muddy Booking without interruption.

Free trials are limited to one per operator and cannot be combined with any other offers.

Bespoke Pricing

Operators requiring bespoke pricing must contact us directly to discuss their needs. Bespoke pricing is subject to negotiation and may include custom features or services.

Content

Operators are responsible for all content provided on Muddy Booking. You agree not to upload or distribute harmful, illegal, misleading, or inappropriate content.

Liability

Grizzlyware Ltd is not liable for disputes between end users and operators. We provide the platform "as is" without warranties of any kind.

Modification of Terms

We reserve the right to modify these terms and any related policies at any time. Updates will be posted on our website and become effective immediately upon posting.

Contact Information

For questions about these terms, contact: contact@grizzlyware.com

For full details, visit our official legal documents index.