Terms of Service

Effective date: 8 October 2026

These Terms of Service (the "Terms") are a contract between you and Loom21 LTD. They govern your use of the Loom21 website at loom21.com, the Loom21 application at app.loom21.com, and any Loom21 API (together, the "Service"). Please read them carefully. By creating an account or using the Service, you agree to these Terms.

1. Who we are

The Service is provided by Loom21 LTD, a company registered in the Republic of Bulgaria.

• Registered address: Aleko Konstantinov 11 str., Tvarditsa, Bulgaria
• UIC (ЕИК): 208142174
• VAT: not registered for VAT
• Email: info [at] loom21 [dot] com

In these Terms, "Loom21", "we", "us" and "our" mean Loom21 LTD.

2. Definitions

• Account means the organization account you create to use the Service, together with the users you invite to it.
• You or Customer means the business or person that creates the Account and accepts these Terms.
• User means any person you allow to access your Account.
• Your Data means all data you or your Users put into the Service. This includes products, inventory, orders, invoices, customers, suppliers and settings.
• Your Customers means the people and businesses that buy from you, including through payment links or sale orders created in the Service.
• Payment Processor means a third-party service you connect to the Service to receive payments, such as Stripe, BTCPay Server, a Lightning Address wallet (for example Glow), Speed Wallet or LNbits.
• Plan means the subscription tier you choose, as described on our Pricing page.
• Order means a sale order or a paid payment link recorded in your Account.

3. Accepting these Terms

3.1. You accept these Terms when you create an Account, tick the acceptance box at sign-up, or use the Service.

3.2. The Service is for business use. You may use it only as a business, a sole trader, a freelancer or an organization, and not as a consumer. If you accept these Terms on behalf of a company or organization, you confirm that you have authority to bind it.

3.3. You must be at least 18 years old to create an Account.

4. Your account

4.1. You must give accurate information when you sign up and keep it up to date.

4.2. You are responsible for all activity in your Account. This includes the actions of every User you invite and the roles you give them.

4.3. Keep your login details and API keys secret. Tell us at info [at] loom21 [dot] com without delay if you suspect unauthorized access.

4.4. You are responsible for the payment-processor credentials you enter in the Service, such as API keys, server URLs and Lightning Addresses. You must have the right to use them.

4.5. We may refuse an Account or ask for more information where we reasonably need it to prevent fraud or abuse.

5. Plans, prices and billing

5.1. Plans. We offer a free Plan and paid Plans. The current Plans, prices and limits are shown on our Pricing page at loom21.com/pricing. The Pricing page forms part of these Terms.

5.2. Free Plan. The Free Plan costs nothing and has no time limit. No payment card is needed. It has lower limits than paid Plans. We may change the Free Plan's features or limits with at least 30 days' notice.

5.3. Paid Plans. Paid Plans are billed in advance, monthly or annually, in euro. Loom21 LTD is not currently registered for VAT, so no VAT is added to our prices. If we become VAT-registered, we will tell you in advance and add VAT where the law requires.

5.4. Paying by card. Card payments for your subscription are handled by Stripe. Your subscription renews automatically at the end of each billing period until you cancel it.

5.5. Paying in Bitcoin. You may pay for an annual Plan in Bitcoin, over Lightning or on-chain, where this option is offered. The Bitcoin amount is fixed when the invoice is created, using the exchange rate shown on that invoice. A Bitcoin invoice expires if it is not paid within its stated time. Bitcoin payments do not renew automatically; we will send you a new invoice before the term ends. A Bitcoin payment is final once confirmed, and refunds of Bitcoin payments, where due, are made in Bitcoin at the euro value originally paid.

5.6. Changing Plans. You can upgrade at any time from Settings → Subscription. An upgrade starts immediately, and we charge the price difference for the rest of the current period. A downgrade starts at the next billing period.

5.7. Price changes. We may change prices for paid Plans. We will tell you at least 30 days before a change affects you. The new price applies from your next billing period after that notice. If you do not agree, you may cancel before the new price applies.

5.8. Late payment. If a card payment fails, we will try again and notify you. If payment is still missing 14 days after the due date, we may move your Account to the Free Plan. We will never delete Your Data because of late payment without the notice in Section 15.

5.9. Refunds. Fees already paid are non-refundable, except where these Terms say otherwise or the law requires it. If you cancel, your Plan stays active until the end of the period you have paid for.

6. Plan limits

6.1. Each Plan has limits, such as the number of Users, store locations and Orders per month. The limits are shown on the Pricing page.

6.2. We never block your payments. If you go over your monthly Order limit, your payment links and checkout keep working. We will tell you when you reach 80% and 100% of your limit.

6.3. If you stay over your limit after a one-month grace period, we will ask you to move to a Plan that fits your use. If you do not upgrade within 30 days of that request, we may limit the creation of new Orders until the next month. We will not limit receiving payments on Orders and payment links that already exist.

6.4. "Unlimited Users" means there is no fixed number of Users. It does not allow sharing one login between several people, or creating Users only to get around other limits.

7. No transaction fees from Loom21

7.1. Loom21 charges 0% on the payments you receive. This applies to every payment method you connect, including Bitcoin (Lightning and on-chain) and card payments through Stripe. Your only charge from us is your Plan fee.

7.2. Your Payment Processors and the Bitcoin network may charge their own fees. These fees are set by them and agreed between you and them. Examples include Stripe's card fees, Lightning routing fees and on-chain network fees. Loom21 does not receive any part of them.

7.3. If we ever decide to introduce a transaction fee, it will apply only to Plans that start or renew at least 90 days after we notify you.

8. Payment Processors and your funds

8.1. Loom21 never holds your money. Loom21 is software. It creates invoices, payment links and payment requests, and records whether they are paid. Payments from Your Customers go directly to the Payment Processor, wallet or server that you connect. Loom21 never receives, holds, transfers or controls those funds, and Loom21 is not a bank, payment institution or Bitcoin custodian.

8.2. Your agreement with each Payment Processor. Your use of a Payment Processor is governed by your own agreement with that provider. That agreement covers how it holds funds, its fees, payouts, chargebacks, refunds and account limits. Some providers, such as Speed Wallet or a third-party-hosted LNbits, hold funds on your behalf. Others, such as your own BTCPay Server, do not. Loom21 does not choose or supervise these providers and is not responsible for them.

8.3. Payment status. We show the payment status that we receive from your Payment Processor or wallet. Real-time confirmation depends on the Payment Processor. For Lightning Addresses, it depends on whether your wallet provider supports it. Use Test Connection in Settings to check before going live. If a status in Loom21 differs from your Payment Processor, the Payment Processor's record is the one that counts.

8.4. Exchange rates. Bitcoin prices shown in the Service use a market rate or a rate you set yourself. Rates are for information and may differ from the rate your Payment Processor uses.

8.5. Your obligations as a seller. You are the seller to Your Customers. You are responsible for your prices, products, services, refunds, invoices, taxes and accounting. You are also responsible for any licensing, anti-money-laundering or other legal duties that apply to your business and to accepting Bitcoin. Documents generated by the Service, such as invoices and receipts, are tools to help you. Check that they meet the legal requirements in your country.

9. Acceptable use

You and your Users must not use the Service to:

• break any law, or sell goods or services that are illegal where you or Your Customers are;
• commit fraud, launder money, finance terrorism or avoid sanctions;
• send spam or misleading payment requests;
• upload malware, or try to break, overload or get around the security or limits of the Service;
• access another customer's data, or scrape or copy the Service, except through the API as permitted;
• infringe anyone's intellectual property or privacy rights;
• resell the Service, or offer it to third parties as your own product, without our written agreement.

If we reasonably believe you have broken this section, we may suspend access as described in Section 15.

10. Your Data

10.1. You own Your Data. We do not claim any ownership of it. You give us only the rights we need to host, process, back up and display Your Data to provide the Service to you.

10.2. Personal data. Your Data may include personal data about Your Customers, suppliers and Users. For that data, you are the controller and Loom21 is your processor under the GDPR. The data processing terms in Section 10.2a apply to that processing. Our Privacy Policy explains how we handle the personal data we control, such as your account details.

10.2a. Data processing terms (GDPR Article 28). When we process personal data on your behalf:

• we process it only on your documented instructions, which are these Terms and your use of the Service, unless the law requires otherwise;
• everyone at Loom21 with access to it is bound by confidentiality;
• we protect it with appropriate technical and organizational measures, including encryption in transit and access controls;
• we use only the sub-processors listed in our Privacy Policy, such as our hosting provider, and we will tell you at least 30 days before adding or replacing one, so you can object or close your Account;
• we help you respond to requests from people exercising their data protection rights, and with security, breach notification and impact assessments, as far as our role allows;
• we notify you without undue delay, and within 48 hours where possible, after becoming aware of a personal data breach affecting Your Data;
• when your Account closes, we delete the data as described in Section 10.4, unless the law requires us to keep it;
• we give you the information you reasonably need to show compliance with Article 28, and allow reasonable audits on 30 days' written notice, at your cost, no more than once a year.

10.3. Export at any time. You can export Your Data at any time, including on the Free Plan, using the import and export tools in the Service (CSV and JSON). We will not charge for export or make it harder to leave.

10.4. After your Account closes. You can still export Your Data for 30 days after your Account closes. After that we delete it, except records we must keep by law, such as our own invoices to you. Deleted data is removed from backups on their normal rotation.

10.5. Backups are not a substitute. We back up the Service regularly, but you should keep your own exports of important data.

10.6. Usage statistics. We may use aggregated, anonymous statistics about how the Service is used to run and improve it. These statistics do not identify you, your Users or Your Customers.

11. API

11.1. Where your Plan includes API access, you may use the API to connect the Service with your own tools and with third-party applications. Read-only access lets you retrieve Your Data. Full access also lets you create and change data and receive webhooks.

11.2. Keep your API keys secret. You are responsible for every action taken with your keys, including by third-party applications you connect.

11.3. We may set reasonable rate limits and change the API. We will give at least 60 days' notice before removing or breaking a documented API feature, unless security or the law requires faster action.

12. Our intellectual property

12.1. The Service, its software, design, documentation and the Loom21 name and logo belong to Loom21 LTD or its licensors. These Terms give you a limited, non-exclusive, non-transferable right to use the Service for your business while your Account is active. We keep all other rights.

12.2. If you send us ideas or feedback, we may use them freely and without payment to you.

13. Availability, changes and support

13.1. We work to keep the Service available and secure, but we do not promise it will be uninterrupted or error-free. We may carry out planned maintenance, and will try to schedule it at quiet times and announce it in advance where possible.

13.2. We may improve, change or remove features. If a change removes a significant feature of your paid Plan, we will tell you at least 30 days in advance. You may then cancel and receive a refund of fees prepaid for the period after the change.

13.3. Support is provided as described for your Plan on the Pricing page. Response times are targets, not guarantees, unless a separate written agreement says otherwise.

14. Warranties and liability

14.1. The Service is provided "as is". To the extent the law allows, we give no warranties beyond those stated in these Terms. In particular, we do not guarantee any particular business result, exchange rate or payment outcome.

14.2. We are not liable for third parties. We are not liable for the acts, failures, fees or insolvency of Payment Processors, wallets, the Bitcoin or Lightning networks, or other services you connect. We are also not liable for funds sent to an address, invoice or wallet you configured.

14.3. Excluded losses. Neither party is liable to the other for loss of profit, revenue, business or goodwill, or for indirect or consequential loss.

14.4. Cap. Our total liability to you under or in connection with these Terms is limited to the greater of (a) the fees you paid us in the 12 months before the event giving rise to the claim, and (b) €100.

14.5. What is not limited. Nothing in these Terms limits liability for death or personal injury caused by negligence, for intentional misconduct or gross negligence, or for anything else that cannot be limited under applicable law.

14.6. Your responsibility. You will compensate us for losses we suffer because of claims by Your Customers or other third parties arising from your products, services, sales, taxes or breach of Section 9.

15. Suspension, cancellation and termination

15.1. You can cancel at any time from Settings → Subscription, or by emailing info [at] loom21 [dot] com. A paid Plan stays active until the end of the period you have paid for. You can also close your Account entirely.

15.2. Suspension. We may suspend all or part of your Account immediately if we reasonably believe it is needed to stop fraud, illegal activity or a security threat, or because the law requires it. In other cases of serious breach, we will first give you notice and 14 days to fix the problem. We will lift a suspension as soon as the reason for it ends.

15.3. Termination by us. We may end these Terms with at least 60 days' notice for any reason, or immediately if you seriously or repeatedly breach them. If we end them without your breach, we will refund fees prepaid for the period after termination.

15.4. Your Data after termination. Unless the law prevents it, you can export Your Data for 30 days after termination or closure, as described in Section 10.4.

15.5. Sections 7.2, 10, 12, 14, 17 and 18 continue after these Terms end.

16. Changes to these Terms

16.1. We may update these Terms. For a change that materially affects your rights, we will notify you by email or in the Service at least 30 days before it takes effect.

16.2. If you do not agree, you may cancel before the change takes effect. We will refund any fees prepaid for the period after it. If you keep using the Service after the change takes effect, you accept the new Terms.

16.3. Changes needed for legal reasons, or for new features only, may take effect sooner.

17. Governing law and disputes

17.1. These Terms are governed by the laws of the Republic of Bulgaria.

17.2. We encourage you to contact us first at info [at] loom21 [dot] com, so we can try to resolve any dispute informally within 30 days.

17.3. If a dispute cannot be resolved informally, the competent courts in Sofia, Bulgaria will have jurisdiction.

18. General

18.1. Whole agreement. These Terms (including the data processing terms in Section 10.2a), the Pricing page and the Privacy Policy are the whole agreement between you and us about the Service. A separate written agreement signed by both parties, such as for a Custom Plan, takes priority where it conflicts with these Terms.

18.2. Transfer. You may not transfer your Account or these Terms without our consent. We may transfer them to a company that takes over the Service, and will tell you if we do.

18.3. Force majeure. Neither party is liable for delays or failures caused by events outside its reasonable control.

18.4. Severability. If a court finds part of these Terms invalid, the rest stays in force.

18.5. Language. These Terms are available in English and Bulgarian. If the versions conflict, the English version prevails.

18.6. Notices. We send notices to the email address on your Account. You can send notices to info [at] loom21 [dot] com or by post to Aleko Konstantinov 11 str., Tvarditsa, Bulgaria.