What Offpeek is
Offpeek is software. We find appointment capacity that is about to expire unsold, score it, recover it, and measure what that recovery was actually worth. We charge a share of the measured difference.
Offpeek is a booking platform. Where you already have a booking system, we sit on top of it and leave it in place. Where you have none, we can be your booking system.
Offpeek is not a marketplace. We do not aggregate demand, we do not sell your capacity to an audience of our own, we do not bring you customers we acquired, and we do not list you alongside your competitors. Every campaign runs against your own customer records, in your own name.
Offpeek does not provide, perform or supervise the services your customers book. You remain the provider.
You are the business, we are the software
You alone are responsible for the services you deliver, their quality, safety and legality, the licences and registrations you need to deliver them, your prices, your cancellation and no-show policy, your staff, your premises, your customer service, your taxes, and your compliance with the law.
Slot scores, risk scores, offer sizes and audience selections produced by our models are recommendations. You keep final authority over every price you charge, every offer you publish and every message sent in your name. You can review, change, override or reject any recommendation.
Offpeek never touches your customers' money
Your customers pay you, through your own arrangements. You may charge at booking, take a deposit, capture after the appointment, or invoice — that is your decision.
Offpeek does not hold, receive, transmit or take custody of customer funds at any time. We are not a payment provider, a payment facilitator or a collection agent, and nothing in these terms makes us one.
We invoice you separately for our fees, monthly and in arrears.
How we operate — our rules
These are commitments we make to you, and constraints you accept in return. They apply to every campaign.
We do not discount an hour that was going to sell. Offers go only on capacity we have scored as unsold and forecast to stay unsold. An hour running at or above its utilisation threshold is reported to you as information, with no price attached to it.
We do not discount no-shows or late cancellations. Recovered no-shows and refilled cancellations are recovered at your full published price. Discounting is confined to dead hours, priced by utilisation band.
We do not message a customer we believe was coming anyway. Suppressing them is the point of the service, and the reason the hold-out group exists.
We do not pool your customer list. Your customer records are never combined with, disclosed to, matched against or used to benefit any other Offpeek merchant, and are never sold, licensed or brokered to anyone. This survives the end of your account.
We do not bill you for customers who were coming anyway. Fees are charged on measured difference against a randomly selected hold-out group — never on messages sent, audience size or gross bookings.
In return, you accept three things. Every campaign has a hold-out group, and you cannot ask us to run one without it or to shrink it below the minimum, because without a hold-out there is no measurable difference and no honest way to bill you. We will not exceed the offer ceiling for a utilisation band without your written approval for that campaign. And a customer opt-out is absolute — we honour it across every campaign for your account, without asking you to confirm it.
Your account and your obligations
You must be at least eighteen and authorised to bind your business. Keep your account details accurate and your credentials secure, and tell us promptly if you think an account has been compromised. You are responsible for everything done under your account, including by your staff and any agency you authorise.
You confirm that you hold, and will keep, every trade licence, professional licence, health-sector licence and registration you need to operate and to deliver your services.
Discount permits. Under UAE consumer protection law, a business must have prior permission from the relevant economic department before offering or advertising a discount. You confirm you hold that permit for every discount you offer through Offpeek, and you will show us evidence if we ask.
The seven-day price-drop rule. Where a discount begins within a week of a customer buying at full price, you must tell that customer, and they can claim the difference within thirty days. That obligation is yours. We will show you which bookings fall inside that window as a convenience, but we do not carry the obligation or any claim arising from it.
Your cancellation policy. You must publish and maintain your own cancellation, refund and no-show policy. We do not set it, apply defaults on your behalf, enforce it, or charge your customers. If you have no policy, we will decline to run cancellation-backfill campaigns rather than invent one for you.
Your data. You are responsible for the accuracy of the booking data you export to us. We calculate what you are billed from that data. If a statement is wrong because the export was wrong, we will re-run it free of charge, but we are not liable for the error.
Your customers' data
You are the controller of the customer data in your booking records. We process it on your instructions, as your processor, under our Data Processing terms.
We will not disclose, sell, license, broker or syndicate your customer records to any other merchant or third party, and will not use them to benefit any other merchant. This obligation outlives your account.
We do create aggregated, de-identified data from running the service — measured lift by vertical, by hour, by customer type, response curves, seasonality, model parameters. That data does not identify you, your business or your customers, and cannot reasonably be used to. We own it, and we keep and use it indefinitely to run and improve Offpeek. Nothing in it can be traced back to you.
We will not use your booking data, or personal data in it, to train or improve any AI model made available to or operated by a third party.
You confirm you have a lawful basis to hold the customer records you send us.
Bookings and the Offpeek Booking Layer
Your customers contract with you, not with us. Every booking made through Offpeek, whether through your own flow or ours, is a contract between you and your customer, on your terms.
Refunds, credits, chargebacks, disputes and complaints about your services are yours to handle. We will not issue a refund or credit to your customer and have no authority to do so. If a visit we counted is later refunded or reversed, we remove it from the measurement and credit the fee against your next invoice.
Where you have no booking system, we can be your booking system. We provide a booking interface, an availability calendar and a confirmation flow. It is provided at cost, and our rail fee applies to bookings taken through it. You remain the provider, the merchant of record and the only counterparty to your customer.
The booking layer takes bookings, not payments. A booking confirmed through Offpeek creates an appointment, not a payment. Your customer pays you. If you require a deposit, a hold or a card on file, it must be taken through your own payment provider — we will not collect, hold or process it.
Connecting your calendar. You can authorise us to connect to your calendar, booking system or practice-management system. We read availability from it and write confirmed bookings to it. When a booking is confirmed through Offpeek, we write it to your calendar and remove that capacity, so the slot stops showing as available. When a busy entry appears in your calendar from anywhere else, we remove the matching capacity from Offpeek. While a customer is checking out, we hold the slot so two people cannot take it at once.
You must keep that calendar complete. Every booking, block, break, holiday, absence and closure must be recorded in it, promptly and accurately. We can only avoid a clash we can see. Do not take a booking for capacity we manage by phone, walk-in, paper diary or a second system without recording it in the connected calendar.
Synchronisation is fast, but not instant. It depends on your calendar provider's interface and availability, which we do not control.
Double bookings
A booking system that is the only place bookings are taken can prevent double bookings almost completely. A booking system running alongside a phone, a walk-in door and a paper diary cannot, because it cannot see what it was never told.
We use reasonable skill and care to prevent double bookings — two-way calendar sync, writing confirmed bookings promptly, holding slots during checkout, reconciling the two systems periodically, and alerting you when we spot a conflict.
We do not guarantee a double booking will never happen. It can arise from a booking taken outside the connected calendar or recorded late; a delay, error or outage at a calendar or booking provider; a booking made in the gap between two systems syncing; a calendar that is incomplete, misconfigured or disconnected; an entry edited directly by you, your staff or a customer; or your running a second booking channel for the same capacity.
Except as set out below, we are not liable for a double booking or its consequences — any goodwill gesture, compensation, discount, replacement service, staff time, or loss of custom or reputation.
What we will always do. As soon as we know about a double booking, whatever caused it, we will tell you and identify the clash, try to find an alternative slot within your availability and offer it on your instruction, send the messages you approve to the affected customers, and waive our fee on the affected booking and on any replacement booking.
Where we caused it. If a double booking is caused by a fault in our booking layer, or by our failing to write a confirmed booking to a properly connected calendar, and none of the causes above applies, we will also reimburse your reasonable, evidenced, direct costs of putting it right — including a refund you have issued to the customer — up to the greater of AED 2,000 and the fees you paid us in the previous month, per incident. That is your only financial remedy for a double booking.
Refunds run through you. Because we never hold your customers' money, we cannot refund your customer and will not try to. Where a refund is due, you issue it. We waive our fee, and where we caused the problem we reimburse you within the cap above once you show us it was paid.
Tell us about a double booking within five working days of finding out. Otherwise the two paragraphs above do not apply, unless you could not reasonably have known sooner.
What you may not do
Do not use Offpeek for anything unlawful, fraudulent or abusive. Do not upload personal data you have no lawful basis to hold, or that you obtained unlawfully. Do not upload clinical records, images, test results, prescriptions or treatment notes — we need booking data only. Do not take bookings for capacity we manage on a channel that never reaches the connected calendar. Do not message customers who have opted out or try to get around a suppression. Do not send messages outside the permitted hours or without the consents our messaging rules require. Do not publish an offer you cannot or will not honour. Do not misrepresent a price, a discount or an availability. Do not reverse engineer the service, the scoring logic or the measurement method. Do not run security testing without our written approval. Do not resell the service or use it to build a competing product.
Our models must never be used to score your staff, and scores never travel between merchants. We will not use a score to refuse a customer a booking, require a deposit, or give anyone worse terms — scores rank capacity, they do not gate access to it.
We may suspend a campaign or your access where we reasonably believe any of this has happened, where a regulator requires it, or where continuing would expose us to serious legal risk. We will tell you why, and restore access once it is resolved.
Messaging
Every message sent through Offpeek goes out in your name, to your customers, on your instruction. You are the sender and the advertiser.
You confirm you hold valid, evidenced, current consent for every customer in a campaign audience, and that you will keep that evidence and produce it if asked. We apply the sending windows, sender identification, opt-out handling and content rules in our messaging policy, and may refuse to send anything that does not comply.
Fees
We charge 5% of measured recovery — the incremental value of visits that were actually attended, proven against a randomly selected hold-out group. Where you adopt our booking layer, we also charge 2% of the value of bookings taken through it.
There is no licence fee, no set-up fee, no minimum and no commitment. The leak audit is free. Fees are invoiced monthly in arrears, after the visits have happened, and are exclusive of VAT.
Where a campaign produces no measured lift, the fee for it is zero. A negative result is not carried forward and is not set off against anything else.
We can change our fees on thirty days' notice. A change never applies to a campaign already running. If you do not accept it, you can close your account before it takes effect, at no charge.
Full detail is in our Payments & Fees terms.
How we measure, and how you check it
What you are charged is worked out only by the method in our Payments & Fees terms. Every month we send a statement showing, for each campaign, the size of the treated and held-out groups, what each group actually did, the resulting incremental visits, their value, the exclusions applied, and the fee.
Our calculation is final unless it contains an obvious error or you dispute it within the period set out in those terms.
Any recovery rate, leakage rate or recoverable share we publish — including in the free audit and in our marketing — is a modelled estimate. It is not a promise of what you will achieve.
Our intellectual property, and yours
We own Offpeek and everything in it: the leak engine, the scoring and uplift models, the measurement method, the regional calendar, the interfaces. You get a licence to use the service during your term, for your own business, at the locations on your account.
You own your booking data, your customer records and your brand. You give us a licence to host, process, display and transmit them so far as we need to in order to run the service and to exercise the aggregated-data rights above.
You may use our name and marks only as we approve in writing. We will name you as a customer only with your written consent, which you can withdraw on thirty days' notice.
Confidentiality
Each of us will keep the other's confidential information confidential and use it only for the purposes of these terms. Our measurement method, model design and pricing logic are confidential. So are your customer records, your commercial terms and your business performance.
This does not apply to information that is already public, was lawfully known beforehand, was independently developed, or must be disclosed by law — and where the law allows, we will tell you first.
Confidentiality lasts three years after your account closes, and indefinitely for personal data and customer records.
Ending your account
There is no minimum term and no minimum spend. Either of us can close the account on thirty days' notice.
Either of us can end it immediately for a serious breach that is not fixed within thirty days of being notified, or on insolvency. We can end it immediately if continuing would break the law, if a regulator tells us to, or if you lose a licence you need to operate.
When it ends, campaigns stop, we issue a final statement for visits up to that date and you pay it, and your access ends.
We do not delete your data automatically. We keep it for defined periods by data type, and we delete personal data on your written request, so far as the law allows. Some data we are required to keep — health records generated in the UAE must be retained for at least twenty-five years under UAE law, and no deletion request can override that. Aggregated, de-identified data is not personal data and is not deleted.
Warranties and liability
We will provide the service with reasonable skill and care, and in line with our operating rules above.
Beyond that, and so far as the law allows, the service is provided "as is" and "as available". We do not warrant that it will be uninterrupted or error free, that any particular slot will be recovered, that any campaign will produce measured lift, or that any modelled recovery rate will be achieved. We do not warrant the accuracy of data you give us, or the availability of any third-party system we depend on — your booking platform, your calendar provider, your messaging channel or the WhatsApp Business Platform.
Nothing here limits liability for fraud, for death or personal injury caused by negligence, or for anything that cannot lawfully be limited.
Neither of us is liable for indirect or consequential loss, or for lost profit, revenue, savings, goodwill or data.
Otherwise, each party's total liability is capped at the fees paid or payable in the twelve months before the event that caused the claim. That cap does not apply to your obligation to pay fees, to your indemnity below, to either party's breach of confidentiality, or to your breach of the health data terms, the messaging rules or the discount-permit obligation.
Indemnity
You will cover us against losses, fines, penalties, claims and reasonable costs arising from the services you deliver; your prices, offers and advertising, including any missing discount permit or misleading advertisement; your cancellation and no-show policy; any personal data you sent us without a lawful basis; any message sent on your instruction to someone you did not have consent to contact; your breach of the health data terms; and your breach of section 9.
We will cover you against third-party claims that Offpeek, used properly, infringes their intellectual property, up to the cap above.
Whoever is claiming must tell the other promptly, let them run the defence, and cooperate at their cost.
Changes to these terms
We can change these terms. We will give you at least thirty days' notice, by email and by posting the new version, of any change that increases fees or changes how they are worked out, changes the measurement method in a way that could increase what you pay, materially reduces the service, or materially changes how we handle personal data. Other changes take effect when posted.
If you do not accept a notified change, you can close your account before it takes effect, at no charge.
Law and disputes
These terms are governed by the laws of the Dubai International Financial Centre.
The courts of the Dubai International Financial Centre have exclusive jurisdiction over any dispute, and both of us submit to that jurisdiction. For claims worth up to AED 1,000,000, we both agree the DIFC Courts' Small Claims Tribunal has jurisdiction.
Where we have signed a master agreement providing for arbitration, that applies instead: arbitration under the Rules of the Dubai International Arbitration Centre, seated in the DIFC, in English.
Either of us can still ask any court for urgent injunctive relief. Claims are brought individually, not as part of a class or representative action.
General
These terms and the documents they refer to are the whole agreement between us on this subject. You may not transfer them without our consent; we may transfer them to a group company or on a sale of the business. We may use subcontractors and remain responsible for them.
Notices to us go to legal@offpeek.ae. Notices to you go to your account contact. Nothing here creates a partnership, joint venture or employment relationship. If any part is invalid, the rest stands. Not enforcing something is not a waiver of it. Neither of us is liable for failures caused by events outside our reasonable control.
These terms are written in English. If we provide a translation and the two conflict, the English version applies unless the law requires otherwise.
Questions: legal@offpeek.ae