Terms of service

Mellow is a system for car and camper rentals. Strange Solutions ehf. makes and runs it.

• Strange Solutions ehf., kennitala 690822-0570
• Address: Holtsvegur 6, 210 Garðabær, Iceland
• VAT number: 154686
• Email: hello@mellow.is

In these terms, “we” and “Mellow” mean Strange Solutions ehf. “You” and “the rental” mean the company that signs up for Mellow. “Your customers” means the people who rent from you.

These terms cover the Mellow app at app.mellow.is, the booking widget, the hosted booking page, the WordPress plugin, the REST API at api.mellow.is, and the support we give with them.

Your offer or order form from us sets your plan, your price and anything special to your rental. When the order form and these terms differ, the order form wins on those points. On personal data, the DPA wins over both.

You accept these terms when you sign the order form or when you start to use Mellow, whichever comes first.

The person who signs up is the owner of the rental's account. The owner invites staff by email and gives each one a role.

You are responsible for what your staff do in Mellow. Keep passwords secret and use two-step sign-in. You can require two-step sign-in of all your staff.

Tell us at once at hello@mellow.is if you think someone uses an account without permission.

Our staff open your rental only to give support or to fix a fault. They are asked for a reason, and Mellow logs each visit.

We agree a price with each rental. We do not publish a price list. Your order form names your plan, your price and your add-ons.

We send an invoice each month, in advance, in Icelandic krónur, with VAT. Payment is due 14 days after the invoice date.

Late payment carries penalty interest (dráttarvextir) under Icelandic Act no. 38/2001 on interest and price indexation.

If an invoice is not paid, we send a reminder 7 days after its due date and a warning after 21 days. If it is still not paid 30 days after its due date, your staff screens become read-only. Your customers' pages, your existing bookings and the booking widget keep working, and you can always export your data. We open the account in full again when you pay.

We can change the price with 30 days' notice by email. If you do not accept the new price, you can end the subscription before it takes effect.

Your customers pay you, not us. Card payments go through your own account with the payment provider, Rapyd today. The provider's terms apply between you and the provider.

Card numbers never reach Mellow. Mellow keeps only the provider's tokens, the card brand and the last four digits.

Mellow sends payment, refund and deposit instructions to the provider for you. The money moves between your account at the provider and your customer. Mellow never holds it.

The booking widget and the hosted booking page let your customers book on your own website. You make a widget in Mellow under Settings · Widget, one for each website channel.

Each widget has a live key that starts with pk_live_. The key is public by design, because it sits in your website's code. It works only from the sites you list for the widget, up to 10, each on https.

Each widget also has a test key. It works from localhost too. A test booking holds no car and moves no money.

Mellow limits how fast a key can call: 600 calls a minute for one key, and 120 calls a minute from one address. The widget uses Cloudflare Turnstile to stop bots.

When you rotate a key, the old key stops at once. Rotate it if you think someone misuses it.

Your website, its content and your own booking terms to your customers are your responsibility. Show your terms and your privacy policy to your customers before they book.

The Mellow Booking plugin puts the widget on a WordPress site and makes a page for each car type. It is free software under the GNU General Public License, version 2 or later.

The plugin connects your site to Mellow only. Each hour it reads your car types from Mellow, and it sends nothing about your visitors. The widget on your pages calls Mellow as section 6 says.

We give no support for your theme or for other plugins. Report a fault in the plugin to hello@mellow.is.

The REST API at api.mellow.is lets your own systems and your partners read and write your data. Each API key has scopes that limit what it can do. A test key, which starts with sk_test_, reads your real cars and prices, but its bookings hold no car, move no money and land on no rental.

Keep secret API keys secret. Never put one in a website or in an app that people can download. The widget's public key is for that.

A reseller, such as a booking site, a travel agent or a tour operator, books your cars through the API under its own partner agreement with us. You decide which resellers can sell your cars.

We can limit or stop an API key that puts Mellow or other rentals at risk. We tell you when we do this, unless the risk needs action at once.

Use Mellow only for your rental business and only within the law. Do not:

• try to reach another rental's data, or test Mellow's security without our written permission
• send so many requests that Mellow slows down for others, or run load tests without our permission
• send email, SMS or WhatsApp messages through Mellow that a customer did not ask for, or send marketing without consent
• break the rules of a connected service, such as WhatsApp's business rules
• copy, resell or rebuild Mellow, except as the law allows
• store content that is unlawful or that breaks the rights of others

If you break these rules, we can suspend the part of your account that causes the problem. We tell you first, unless the risk needs action at once.

Some features use AI models: the Cow assistant, the licence scan, message translation, Inbox summaries and sorting, and the car scan. Some of them are off by default. The privacy policy names the providers and what each one receives.

AI can be wrong. Check what it gives before you act on it, such as a licence number or a translated reply.

We work to keep Mellow running at all hours. We promise no fixed uptime unless your order form names one.

We try to announce planned maintenance in advance when it can stop your work. Faults at a connected service, such as the payment provider or WhatsApp, are outside our control.

Support is by email at hello@mellow.is, on weekdays from 08:00 to 16:00 Iceland time. We answer within one working day. Outside those hours, we do our best to help with a fault that stops bookings.

We change and improve Mellow often. The changelog at app.mellow.is/changelog shows what changed.

Your data is yours. That includes your fleet, your prices, your bookings and your customers' details. We use it only to run Mellow for you, to give support, and to keep Mellow safe.

For your customers' personal data, you are the controller and we are your processor under the GDPR. We process it only on your instructions, as the data processing agreement says.

We store your data in the EU, with Cloudflare. The privacy policy lists each sub-processor and what it receives.

We count how staff use Mellow's screens, to make Mellow better. These counts name no customer.

You can export your data from the app's lists and reports. On request, we give you a full export in a common file format.

The data processing agreement (DPA) is a separate document. It says how we process personal data for you: the purpose, the security, the sub-processors, the notice after a breach, and our help with your customers' requests.

The DPA is part of these terms. When the DPA and these terms differ about personal data, the DPA wins.

Read the DPA at mellow.is/dpa.

We own Mellow: the software, its design and its name. During your subscription you can use Mellow for your rental. These terms give you no other rights to it.

If you send us ideas or feedback, we can use them freely.

We are liable for direct loss that we cause through a breach of these terms. Our total liability for all claims together is at most the fees you paid us in the 3 months before the event that caused the claim.

We are not liable for indirect loss, such as lost profit, lost bookings or lost goodwill.

These limits do not apply to loss we cause on purpose or through gross negligence, or where Icelandic law does not allow a limit.

You are liable for how you and your staff use Mellow, for your website, and for your terms to your customers.

Neither side is liable for a delay or a failure that comes from an event outside its control, such as a power cut, a natural disaster or a fault at a large internet provider.

Either side can end the subscription with one month's notice, to the end of a calendar month. Send the notice by email.

Either side can end it at once if the other side seriously breaks these terms and does not fix the breach within 30 days of a written notice.

After the end, you have 30 days to export your data. Then we delete it. Copies in the database's restore history are gone after 30 days.

Icelandic bookkeeping law makes you keep your invoices and accounting records for seven years. Export them before the 30 days end. We do not keep them for you after that.

We can change these terms. We email the account owner at least 30 days before a change takes effect, and we show the new text on this page.

A small change, such as a typo fix, takes effect when we publish it. A new sub-processor follows the notice rules in the DPA.

If you do not accept a change, you can end the subscription before the change takes effect. If you use Mellow after that date, you accept the change.

Icelandic law governs these terms. Héraðsdómur Reykjavíkur (the Reykjavík District Court) hears any dispute about them.

Before a dispute goes to court, write to hello@mellow.is, and we try to settle the matter together.

These terms exist only in English. The English text is the binding one, also when someone translates it.

• Questions about these terms: hello@mellow.is
• Personal data: privacy@mellow.is
• Post: Strange Solutions ehf., Holtsvegur 6, 210 Garðabær, Iceland