Terms of service

Version 0.1 (draft) · Effective 2026-10-20

These texts are being finalised. Parts marked “to be completed” are details of the operator that are still being filled in. Please ask us if anything is unclear.

1. About these terms

These terms are a contract between you and eone services to be completed: legal form, registered address ("eone", "we", "us"). They cover our Telegram bot (open in Telegram), our website at eone.help, and the bookings we make for you.

• You accept them in the bot, by pressing "I agree" before your first payment. When we change them in a way that matters, the bot asks you again before your next bid.
• The Rules page (eone.help/rules) explains in detail how the queues work. It forms part of these terms, and the version in force when you place a bid applies to that bid.
• How we handle your personal data is in our Privacy Policy (eone.help/privacy).

2. What eone is, and what it is not

• An independent service for your convenience. We watch an official online appointment system for free slots — usually created when someone cancels — and when you are first in the queue for a slot, we book it in your name.
• Not the official booking service. We are not affiliated with, endorsed by or acting for the operator of the appointment system or any public authority. Appointments are free at the source; you pay us for watching for slots and booking them on your behalf.
• No guarantee of a slot. Slots appear irregularly and may never appear in your time window. A booking can fail, and the booking system can change or become unavailable. You are charged your bid only when a booking is actually made for you (section 6).
• What we never do: book speculatively, hold slots to sell them on, or book for anyone other than a bidder, in their own name.

3. Who can use eone

• You must be at least 18 and able to enter into a contract.
• One Telegram account per person, and one bid per person in each queue.
• The name, phone number and email you give us must be your own to be completed: or those of a person who has asked you to book for them and agreed to it — the owner decides; see Q-22.
• Bookings are personal. You may not sell, transfer or offer to anyone a booking or a place in a queue.
• You must also follow Telegram's own terms.

4. Your details, and your permission to book

• You authorise us to submit a booking in your name to the booking system, with the details you gave us, whenever you are first in a queue for an available slot, and to cancel that booking when you ask us to.
• You are responsible for your details being correct and matching your identity documents. The office may refuse an appointment made with details that do not match.
• One appointment per email. The booking system allows one appointment per email address for each service. If the email you gave us already holds an appointment for the service, we cannot book for you. We can book for you only if you hold no appointment for the service — the reliable way — or if you give us an email you are 100% sure has never been used to book it. If in doubt, choose the first. When a booking is refused for this reason, your bid is put on hold until you resolve it (see the Rules); nothing is charged.

5. How the queues work (in short; the Rules page governs)

• Each service is offered in time windows — such as today, tomorrow, this week or next week — and each window has its own queue.
• The highest bid comes first. Equal bids are ranked in the order they reached that amount.
• A slot that falls in several windows goes to the highest bid across all of them.
• We do not book slots that start sooner than the minimum notice given in the Rules, so for same-day windows you must be ready to go at short notice.
• When a window's days pass without a slot for you, your bid moves on as the Rules describe, unless you withdraw it.
• A bid lasts for the maximum lifetime in the Rules, counted from when it entered the queue. Then it ends and its deposits are refunded.
• After you win in one window, your other bids for the same service pause, and you choose whether to keep them paused or withdraw them.
• There are limits on how often you can enter a queue and on abandoned entries (Rules).

6. Prices and payment

• Prices are in Telegram Stars and shown in the bot before you pay. The current amounts are on the Rules page.
• Entering a queue costs an entry fee and a deposit equal to your bid, paid as two separate Telegram invoices. If you do not pay both within the time the bot shows, the entry is cancelled and the entry fee is refunded in full.
• You can raise a bid by paying the difference. Bids cannot be lowered.
• When we book a slot for you, your bid as it stood when the booking began is charged: its deposit becomes our fee for the booking.
• A change to our prices or limits never affects bids already placed.
• You buy Telegram Stars from Telegram (in its mobile apps, through Apple or Google). Those purchases are between you and them, under their terms; we do not set the price of Stars and never see your card details.

7. Refunds

• Refunds are made in Stars, to the Telegram account that paid, by the bot that received the payment. We cannot refund in money. Refunds usually arrive within minutes.
• If you are a consumer in the EU or the UK: by entering a queue you ask us to start the service straight away. You acknowledge that the entry fee is earned once your place in the queue is assigned, and that from then on you lose your right to withdraw from the contract for it. Your deposit stays refundable at any time until a booking is made for you, by withdrawing your bid. to be completed: lawyer to confirm this meets the Consumer Rights Directive.
• Nothing in these terms takes away a refund the law gives you.

8. Your booking

• We send the booking to you in the bot: date, time, office address, appointment number and activation code. Keep the code; you need it at the office.
• The appointment is between you and the office, and its rules apply: arrive on time, with the documents it asks for. The office can refuse, move or cancel an appointment, and we have no say in that.
• We book through our own access to the booking system, so you cannot cancel the appointment in the official app. Cancel it through the bot. The slot then goes back to the booking system; nothing is refunded.
• Do not share your activation code with anyone.

9. Fair use

You must not:

• resell, transfer or advertise a booking or a place in a queue;
• use more than one Telegram account, or someone else's;
• give false details, or another person's details without their permission;
• automate your use of the bot or the website, copy data from them in bulk, or interfere with how they work;
• abuse, deceive or harass us or other users.

If you break these terms we may limit, pause or close your access. Your deposits are then refunded, unless the law allows us to keep part of them to cover a loss you caused.

10. Changes and interruptions

• We may change or stop parts of the service, pause booking — for example if the booking system changes — or update these terms. We will announce changes that matter in the bot and on the website before they take effect. If you do not agree, you can withdraw your bids and get your deposits back.
• Short interruptions for maintenance happen, and a slot that appears during one may be missed.
• If our bot changes: we may move to a new Telegram bot. The links on our website always lead to the current one, and you will need to press Start there. Payments made through an earlier bot are refunded by that bot.
• If Telegram blocks our bot: we will tell you by email where the service continues (Privacy Policy, section 8). to be completed: What we do about deposits held through a blocked bot — for example, honour them on the new bot — is the owner's decision; see Q-22.

11. Our responsibility

• We provide the service with reasonable care and skill. Beyond that, and as far as the law allows, it is provided as it is: we do not promise a slot, a date, or that the office will accept an appointment.
• We are not responsible for Telegram, Apple, Google, the booking system or the office, or for events beyond our reasonable control.
• As far as the law allows, our total liability to you is limited to what you paid us in the 12 months before your claim, and we are not liable for indirect or consequential loss.
• Nothing in these terms limits liability that the law does not allow to be limited, or your statutory rights as a consumer.

12. Ending the contract

You can stop at any time: withdraw your bids, which refunds their deposits, and if you like delete your details with /delete. We may end the contract with notice, or at once for a serious breach of these terms; deposits still held are then refunded as in section 7.

13. Names and content

Our website, the bot's texts and our design belong to us. The names of other organisations and services are used only to describe what we do, and belong to their owners; using them does not mean any connection with them.

14. Help, complaints and disputes

• Talk to us first: /support or /paysupport in the bot, or hello@eone.help. We aim to reply within to be completed: two working days, and to settle payment issues as quickly as we can.
• These terms are governed by the law of to be completed: country. If you are a consumer, you also keep the protection of the mandatory laws of the country where you live, and you may bring a claim in its courts.

15. General

• If a part of these terms is found invalid, the rest still applies.
• If we do not enforce a right at once, we have not given it up.
• We may transfer this contract to someone who takes over the service, after telling you. You may not transfer it.
• These terms, the Rules and the Privacy Policy are the whole agreement between us about the service.
• These terms are written in English; if a translation differs, the English version applies.

16. Contact

eone services, to be completed: address · hello@eone.help · /support and /paysupport in the bot.