Terms of Sale

1.1 You are buying from Goo Holdings Ltd, a company registered in England and Wales with company number 17141115, whose registered office is at 79 Shawclough Way, Rochdale, England, OL12 6DS. We trade as JukeLoop. In these terms "we", "us" and "our" mean Goo Holdings Ltd.

1.2 Our VAT registration number is to be confirmed before publication.

1.3 You can reach us at support@jukeloop.fm, or by post at the address in clause 1.1.

1.4 The pub is not selling you anything. Credits are bought from us, not from the venue. The venue provides the room, the sound system and the player, and decides what may be played there. Your contract for credits is with us alone.

1.5 What your card statement will say. Payments appear on your statement as JUKELOOP* followed by the name of the pub you were in when you bought. That is so you can recognise the charge; it does not mean the pub took the payment.

1.6 In these terms "you" means the person who registers the account. These terms are for consumers. If you are buying for business purposes, clauses 18 (cancellation) and 21 (liability) apply differently and you should contact us before buying.

2.1 These are the terms on which we sell credits and accept song requests. You agree to them when you register an account, and again each time you buy credits.

2.2 We record which version of these terms you agreed to, and when. The version that applies to a purchase is the version shown to you at the moment you made it.

2.3 The terms covering the jukeloop.fm website are separate and are at /terms. How we handle your personal information is in our privacy notice at /privacy, which forms part of your agreement with us but is not a contractual promise you owe us.

3.1 A credit is a prepaid unit you buy from us and spend to request a song. It is not money, it is not transferable to another person, and it has no cash value except where these terms or the law give you a refund.

3.2 Credits are bought in packs. The current packs and prices are shown before you pay. At the date of this version they are:

3.3 Credits work at every venue on the JukeLoop network, not only the one where you bought them. If a venue leaves the network, your credits are unaffected and remain usable everywhere else until they expire.

3.4 Credits expire. See clause 16.

3.5 Credits are held in your account with us. They follow you to a new phone when you sign in.

4.1 You can browse the catalogue and see what is queued without an account. To buy credits you need a registered account.

4.2 To register we need:

• an email address, which you must confirm before you can buy;
• a password;
• the name you want us to know you by, which is the name a venue will see next to your requests (clause 13.4); and
• your confirmation that you are 18 or over.

4.3 You may also give us a UK mobile number and a postcode. These are optional.

4.4 You must be 18 or over to buy credits or make a request. This is our rule, not a legal minimum for buying credits, and it is because the service is used in licensed premises. If we find that an account belongs to someone under 18 we will close it and refund any credits that have not been spent.

4.5 Your account is yours. Keep your password to yourself, and tell us at support@jukeloop.fm if you think someone else is using your account.

4.6 The information you give us must be accurate. Giving us someone else’s details, or a false name, may lead to your account being closed under clause 20.

5.1 All prices include VAT at the rate in force, currently 20%. The price shown is the price you pay. There are no card fees, service charges or delivery costs on top.

5.2 A request costs credits, not pounds. What a song costs you in money therefore depends on the pack you bought:

5.3 Peak pricing is set by us, not by the venue. A venue cannot change what you pay. We may run peak pricing at particular times and on particular days; where peak pricing applies, one extra credit is added to the request.

5.4 You are always shown the price before you spend. The number of credits a request will cost, and whether peak pricing applies, is shown on the request screen before you confirm. If the price changes between the screen opening and your tapping confirm, we will show you the new price and ask you again — we will never charge more than the price you were shown.

5.5 We may change pack prices and peak pricing at any time. A change never affects credits you have already bought: those keep the value they had when you bought them, and a request always costs the same number of credits whichever pack they came from.

6.1 You buy by choosing a pack and paying. We accept card, Apple Pay and Google Pay only.

6.2 Payments are processed by Stripe Payments Europe, Ltd and its group companies. Your card details go to Stripe and are never seen or stored by us.

6.3 The contract is made when we confirm your payment, not when you tap pay. If your payment fails or is not completed, no contract is made and no credits are issued. A payment we have not confirmed is worth nothing and needs no cancelling.

6.4 We will send you a confirmation by email after every purchase, setting out what you bought, what you paid, when your credits expire and your right to cancel. Keep it: it is your record of the contract.

No confirmation email is sent today. Clause 6.4 takes effect with the code that sends it.

6.5 We may refuse or cancel a purchase where we reasonably believe it is fraudulent, where the payment is not authorised, or where your account is suspended or closed under clause 20. If we cancel a completed purchase we refund it in full.

7.1 A request is you spending credits to ask for a particular song to be played at a particular venue.

7.2 When you confirm a request we take the credits immediately and add the song to that venue’s queue.

7.3 We do not promise a time. The app shows an estimate of how long the queue is. It is an estimate, not a promise, and it changes as other people request songs, as staff pull songs, and as the night goes on.

7.4 The credits we take are the ones closest to expiring, so that credits are used before they run out rather than after.

7.5 You can cancel your own request yourself while it is still waiting, and the credits come straight back to your balance. You cannot cancel a song once it has started playing. A credit returned this way keeps its original expiry date — cancelling does not extend the life of a credit.

8.1 A priority request ("Jump the queue") costs more and is placed ahead of standard requests that are still waiting. It does not jump the song that is already playing, and it does not jump other priority requests made before it.

8.2 If two people both pay for priority, they play in the order they were requested.

8.3 Priority is a position in the queue, not a guarantee that the song will play. Everything in clause 9 applies to priority requests too, and clause 14 gives you your credits back on the same terms.

9.1 A request may be refused before you spend anything. You will be told why. The reasons are:

• the song is already in the queue at that venue;
• the song played recently at that venue and the venue’s cooldown has not passed;
• the song is marked explicit and the venue does not allow explicit songs yet — most venues allow them from 9pm;
• the venue has blocked that song, that artist or that genre;
• you already have as many songs waiting as the venue allows — usually three at once (clause 11);
• the queue is full for the night at that venue;
• the venue is closed, paused, or its player is offline;
• you are not close enough to the venue (clause 12); or
• you are suspended at that venue (clause 17).

9.2 A song that has been queued may still not play, because:

• the venue pulls it (clause 13);
• the file will not play;
• the venue closes for the night before it reaches the front; or
• the queue is abandoned — the player stops and nothing plays for two hours.

9.3 In every case in clause 9.2 your credits come back. See clause 14.

9.4 We do not promise that any particular song is available, that the service is available at any particular venue, or that the service is uninterrupted. Clause 21 says what we are responsible for when it is not.

10.1 Some songs are on the shelf and play straight away. Others we do not hold yet, and we fetch them when someone asks for them.

10.2 You are charged when you confirm the request, before we fetch the song. You will be told, before you confirm, that the song has to be fetched.

10.3 If the fetch fails, your credits come back automatically and the song is not queued.

10.4 If the venue skips the song after it has been fetched, your credits come back. You do not bear the cost of the fetch in that case.

11.1 A venue sets how many songs one person may have waiting at once. The usual limit is three. It is a limit on how much of the queue one person holds, not on how much you may spend in a night.

11.2 The limit counts every account that has paid with the same card, so it cannot be got round by making a second account. We do this by comparing an anonymous code Stripe gives us for the card; we never see your card number and the code cannot be turned back into it.

12.1 JukeLoop is for the room you are in. A request needs your phone to be within 300 metres of the venue.

12.2 To check that, your phone sends us its location with the request. We use it once, to decide whether the request is allowed, and we do not store it. Our privacy notice says the same.

12.3 If you do not allow your phone to share its location, or the reading is not accurate enough, we cannot accept the request and no credits are taken. Your credits are unaffected and you can use them at any venue where you can share your location.

12.4 We are relying on your phone. The check raises the bar; it does not prove you are in the pub. Deliberately faking a location to request from elsewhere is misuse under clause 20.

13.1 The venue decides what is acceptable in its own room. It may:

• block songs, artists or genres;
• decide whether and when explicit songs may play;
• set how many songs one person may hold at once, and how long the queue may get;
• pull a song from the queue, or skip one that is playing, at any time and for any reason; and
• pause requests, or close the night.

13.2 If the venue pulls or skips your song, your credits come back (clause 14). You are not charged for a song the room did not hear.

13.3 We do not review a venue’s decision to pull a song, and staff do not have to give you a reason. If you think a venue is behaving unfairly, tell us at support@jukeloop.fm.

13.4 What the venue can see about you. So that staff can run the room, a venue is shown the name you registered with next to each request, and your requests at that venue — played and waiting, including ones that were pulled or skipped. A venue is never shown your requests at any other venue, and is never given your email address, your phone number or your card details unless you have separately asked to hear from that venue. Our privacy notice sets this out in full.

14.1 Credits come back to your balance — they are not paid back to your card — in each of these situations:

14.2 Credits do not come back where:

• your song played, even if you did not enjoy it, did not hear it, or had left;
• your song was playing when the venue closed for the night — it was played;
• you asked for the wrong song, or spelt it wrong, and it played; or
• they expired unused (clause 16).

14.3 Expiry and returned credits. Where the venue or the service took your song away, a credit that had already expired while it was committed to that song is given a fresh 90 days — returning a dead credit would not be a refund. Where you cancelled your own request, the credit comes back exactly as it was, expiry included.

14.4 Clause 14 is about credits. Where you are entitled to your money back, clause 18 (cancellation) and clause 19 (refunds) apply, and nothing in clause 14 limits them.

15.1 When a venue’s queue is quiet, the service plays songs from that venue’s own shelf so the room is not silent. These are auto-picks.

15.2 Auto-picks are nobody’s request. They cost no credits, they belong to no account, and they always sit behind every paid request in the queue.

15.3 If you request a song that is already waiting as an auto-pick, your paid request takes its place at the position you paid for, and is charged normally.

15.4 A venue can turn auto-fill off.

16.1 Credits expire 90 days after you buy them, and expired credits cannot be spent and are not refunded. The clock starts when your payment is confirmed.

16.2 The 90 days is shown to you before you pay, on your receipt, and in your account, which always shows the date your next credits expire.

16.3 We will email you before credits expire, so you have a chance to use them.

No expiry reminder is sent today, and the number of days’ notice is not settled. Clause 16.3 takes effect with the code that sends it.

16.4 We spend your credits closest-to-expiry first, so credits are used up before they run out.

16.5 If your credits expire while you are unable to use them because of something we did — for example we suspended your account and you were later found not to be at fault — contact us at support@jukeloop.fm and we will put it right.

17.1 A venue may stop you requesting songs at that venue if it reasonably believes you have misused the service there — for example by requesting songs chosen to offend or to harass someone, or by behaving abusively in connection with the service.

17.2 A suspension is for that venue only. Your account stays open, your credits keep their value, and you can keep using them at every other venue on the network.

17.3 A suspension runs either for a set number of days or until the venue lifts it. Staff can suspend you for up to 7 days. Only the venue’s owner or manager can suspend you for longer or until they lift it, and either of them can lift a suspension early.

17.4 A suspension covers your account and any account that has paid with the same card, so that it cannot be got round by registering again.

17.5 We will tell you. You will see, in the app at that venue and by email: that you are suspended, which venue, the category of reason the venue gave, when it ends (or that it runs until the venue lifts it), and how to contact us.

17.6 Songs you already had waiting at that venue are pulled and your credits come back to your balance (clause 14).

17.7 You can ask us to refund your unused credits. If you are suspended, email support@jukeloop.fm and we will refund the price you paid for every credit you have not spent, to the card you paid with, within 14 days of agreeing the amount. Credits you have already spent are not refunded, because those songs were played.

17.8 This is in addition to your legal rights, not instead of them. Clause 17.7 is something we offer over and above the rights described in clause 18 and the rest of the law. Nothing in clause 17 takes away or limits any right you have under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, or any other law.

17.9 If you think a suspension is wrong, tell us at support@jukeloop.fm. We will look at it and tell you what we find. We can lift a suspension ourselves where we think a venue has acted unreasonably, and we will do so if we conclude it has.

17.10 A suspension by a venue is not the same as us closing your account. That is clause 20.

18.1 Because you buy online, you have a legal right to change your mind. You have 14 days from the day we confirm your purchase to cancel it, without giving a reason. This right comes from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (regulations 29 and 30).

18.2 How to cancel. Tell us clearly, before the 14 days are up, that you are cancelling. Email support@jukeloop.fm, or use the form in Annex A, or write to us at the address in clause 1.1. You do not have to use the form. It is enough that you have sent your message before the 14 days end.

18.3 We start supplying straight away, because you ask us to. Your credits are usable the moment we confirm your payment, so that you can request a song that night. Before you pay we ask you to confirm two things:

• that you expressly request that we begin supplying immediately, within the 14-day cancellation period; and
• that you acknowledge that once you have spent a credit, you lose the right to cancel in respect of that credit.

Those confirmations are recorded with your purchase, with the version of the wording you were shown.

18.4 What you get back if you cancel within 14 days. We refund the price you paid for every credit you have not spent. Where a pack was partly used, we refund the unspent part at the price per credit you paid for that pack. We do not refund credits you have already spent on a song that was played, because you received what you paid for. This reflects regulation 36(4).

18.5 If we get any of this wrong, you are better off, not worse off. If we have failed to give you the cancellation information the law requires, your cancellation period can extend by up to 12 months (regulation 31), and you may owe nothing for what you have already used (regulation 36(6)). If that happens, tell us and we will put it right.

18.6 How we refund. We refund to the same card or wallet you paid with, within 14 days of you telling us you are cancelling. There is no charge for cancelling.

18.7 Cancelling a purchase cancels the credits from it that you have not spent. It does not close your account, and it does not affect credits from any other purchase.

18.8 This clause is about your legal right to change your mind. It does not affect your other legal rights — including your rights if something goes wrong (clause 21), and it does not affect what we choose to offer you under clause 17.7 or clause 19.

19.1 We handle all refunds. The venue does not, and you should never be asked to take a billing question to pub staff.

19.2 Ask us at support@jukeloop.fm. Tell us what happened and, if you can, the date and the amount.

19.3 Partial refunds take your unused credits first. If we refund part of a purchase, we take the value out of credits you have not spent, rounded up to whole credits. Only if the refund is larger than the credits you had left do we reverse credits you had already used.

19.4 A refund of money is made to the card or wallet you paid with, normally within 14 days.

19.5 We may refund you where we think it is the right thing to do even if none of these terms requires it. Doing so once does not oblige us to do it again.

19.6 If you dispute a charge with your bank rather than asking us first, we may suspend your account while the dispute runs.

20.1 You must not:

• use the service to harass, threaten or offend a person, or to disrupt a venue;
• pretend to be someone else, or register more than one account to get round a limit or a suspension;
• deliberately misreport where you are (clause 12);
• attempt to interfere with the service, the player, or another person’s account; or
• use the service for any unlawful purpose.

20.2 If you do, we may suspend or close your account. We will tell you why, unless we are prevented by law from doing so.

20.3 If we close your account and you have not misused the service — for example we are closing the service down — we refund the price of your unspent credits.

20.4 If we close your account for misuse, we may keep the value of unspent credits only where that is a proportionate response to what you did, and we will tell you why. We will not do this where the value is out of proportion to the harm. Your legal rights, including clause 18, are unaffected either way.

20.5 We may also suspend the service, or a venue’s part of it, where we have to — for example if a venue’s music licence lapses. Where that happens and you hold credits that you cannot spend anywhere as a result, contact us.

21.1 We do not exclude anything that cannot be excluded. Nothing in these terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• any breach of the terms implied by the Consumer Rights Act 2015 that cannot lawfully be excluded, including section 49 (services performed with reasonable care and skill) and the equivalent terms for digital content; or
• anything else that cannot be limited or excluded by law.

21.2 We will provide the service with reasonable care and skill. If we do not, you have rights under the Consumer Rights Act 2015 — which may include our performing again, or a reduction in what you paid. Those rights are in addition to anything in these terms.

21.3 What we are responsible for. If we fail to meet these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking them or of our failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

21.4 What we are not responsible for. We are not responsible for:

• the venue’s decisions about what may be played in its room, or its decision to pull, skip or refuse a song;
• the venue’s premises, its sound system, its internet connection or its electricity;
• loss you suffer because you relied on a queue estimate; or
• business loss — these terms are for consumers, and if you use the service for a business purpose we are not liable for loss of profit, loss of business, business interruption or loss of business opportunity.

21.5 A cap. Subject to clause 21.1, our total liability to you in connection with any purchase is limited to a figure to be confirmed before publication.

21.6 The service is provided as it is available. We do not promise it will be uninterrupted or error-free, and we may change or withdraw features. Where a change materially reduces what your existing credits can do, clause 23.4 applies.

22.1 Email support@jukeloop.fm, or write to us at the address in clause 1.1. Tell us the venue, the date, and what happened.

22.2 We will acknowledge your complaint and tell you what we are doing about it.

22.3 If we cannot resolve it between us, you may be able to take it to an alternative dispute resolution provider. Whether we use one, and which, is to be confirmed before publication.

22.4 None of this affects your right to take a claim to court (clause 25).

23.1 We may change these terms. Reasons include a change in the law, a change in how the service works, a change in what our suppliers charge us, and correcting mistakes.

23.2 A change never applies to a purchase you have already made. Credits you already hold are governed by the version of these terms in force when you bought them, except where a change is required by law or is wholly to your benefit.

23.3 We will show you the new terms and ask you to agree to them the next time you buy. We will tell you what has changed.

23.4 If a change would materially reduce what your existing credits can do, we will tell you before it takes effect and you may ask us to refund the price of your unspent credits.

24.1 If a clause is unenforceable, the rest of these terms carry on.

24.2 If we do not enforce a term straight away, we can still enforce it later.

24.3 We may transfer these terms to another business, for example if our business is sold. We will tell you, and it will not reduce your rights. You may not transfer your account or your credits to anyone else.

24.4 No one else has rights under these terms. Only you and we may enforce them.

24.5 These terms, the privacy notice, and the information we gave you before you bought, are the whole of what is agreed between us about credits and requests.

25.1 These terms are governed by the law of England and Wales.

25.2 You can bring court proceedings about these terms in the courts of England and Wales. If you live in Scotland you may bring proceedings in either Scotland or England and Wales; if you live in Northern Ireland you may bring proceedings in either Northern Ireland or England and Wales. We will only bring proceedings against you in the courts of the part of the United Kingdom where you live.

You only need to use this form if you want to. Any clear statement that you are cancelling will do.

To: Goo Holdings Ltd, trading as JukeLoop, 79 Shawclough Way, Rochdale, England, OL12 6DS, support@jukeloop.fm I hereby give notice that I cancel my contract for the supply of the following service: JukeLoop credits — pack of ................ credits, £................ Ordered on: ........................ Name of consumer: ........................................ Address of consumer: ........................................ Signature (only if this form is notified on paper): ........................ Date: ........................