Terms and Conditions (T&C)

Welcome to the Planook mobile application (the “App”). These Terms and Conditions (the “Terms”) become binding on you when you register a user account: during registration you confirm, using a separate check box that is not pre-ticked, that you have read and accept the Terms and the Privacy Policy. Merely downloading the App does not in itself constitute acceptance of the Terms. If you do not agree with the Terms, please do not register and do not use the App.

1. Service provider

• Name: Róbert Nagy
• Address: Margitliget utca 2, 1039 Budapest, Hungary
• Contact e-mail: support@app.planook.com
• Language of the contract: Hungarian (English on the English interface). The contract is not filed as a written contract and is not archived by the provider.
• Payment intermediary: in-app purchases are processed by the Apple App Store or Google Play; the store acts as the payment processor and the provider does not handle card data.

2. Description of the service and account registration

Planook is a digital travel assistant providing city guides, audio guides, map-based routing, AI-powered itinerary planning and an AI assistant. Some functions require a registered user account. You are responsible for keeping your login credentials confidential and for all activity carried out with your account.

3. In-app purchases and fees

There are no subscriptions in the App: every purchase is one-off and non-renewing.

• City Key — €9.90: a one-time, lifetime purchase that permanently unlocks the premium content of one city selected at the time of purchase: the audio guide at every sight, the full ready-made 3-day itinerary (days 2 and 3 as well), the AI itinerary planner, editing the itinerary (adding and removing sights, eateries and things to do, and reordering them), ready-made routes between sights, and the AI itinerary built from your saved places. Browsing (sights, eateries, things to do, airport–city transfer) is free without a City Key — the City Key adds access on top of that. In the unlocked city the audio guide can be played without limit, with no credit deducted. Access does not expire and does not renew; unlocking further cities requires a separate City Key per city. Every City Key comes with 30 AI credits (Planook chat + “Ask Planook”, one shared pool).
• What AI credits are used for: credits are consumed by exactly three functions, from one shared pool: (a) one chat conversation with Planook = 1 credit — the number of questions inside that conversation does not matter; (b) the audio guide consumes no credits — neither in an unlocked city nor in the free sample, an unlimited number of times; (c) photo recognition in the chat (attaching an image to the “What is this?” function) = 3 credits per use — analysing an image is significantly more expensive, hence the different price. Every other function of the App is free of charge and consumes no credits: city information, browsing sights and eateries, things to do, the airport–city route and translation in every active city, plus the itineraries and the audio guide in your unlocked city.
• Nature of credits: AI credits are not a means of payment, cannot be exchanged for money, cannot be transferred to another user and do not expire. Unused credits are lost when the user account is deleted and are not refundable.
• AI credit top-up: if your credits run out, you can buy a one-time, non-renewing top-up: +50 credits for €2.99 or +150 credits for €4.99.
• Free access: after registration every active city can be browsed freely (sights, restaurants, things to do, airport–city routes), and the account receives a one-off 30 AI credits. You also get a free taste of the premium tools: at one sight per city you can listen to the audio guide — the App marks which one — and the first day of the ready-made 3-day itinerary is readable. The remaining days, the full audio guide, the AI trip planner and itinerary editing require a City Key. The speech and text translator is free and unlimited, with or without a City Key. Photo translation (menus and signs) is considerably more expensive to run, so it comes with 10 free translations per device; beyond that it requires a City Key. There is no per-device free AI allowance: reinstalling the App or using another device does not create a new free allowance.
• Currency and exchange rate: the prices above are in euro (EUR). The amount charged in your own currency is determined by the app store using its own exchange rate, and local taxes may be added.
• Payment: purchases are processed through the Apple App Store or Google Play payment systems, in accordance with the rules of the given store.

4. Formation of the contract, the account and termination

The contract comes into existence upon completion of registration and is concluded for an indefinite period. You may delete your account at any time without giving reasons, either in the App (Profile → Delete account) or by writing to support@app.planook.com; deletion terminates the contract. The provider may terminate the contract with 15 days’ notice, with reasons, in writing (by e-mail); in the event of a serious or repeated breach (for example prohibited use under section 6) the account may be suspended or deleted with immediate effect. Termination does not affect access to already permanently unlocked cities for as long as the account exists; on deletion of the account, access and unused credits cease.

5. Right of withdrawal for digital content

As a consumer you generally have a 14-day right of withdrawal for digital content under EU consumer law (in Hungary, Government Decree 45/2014 (II. 26.)). Immediate performance (making the content or the credits available straight away) is however only possible if you give your prior express consent to it and at the same time acknowledge that you lose your right of withdrawal once performance begins. The App requests this statement separately before the purchase is confirmed. If you do not make this statement, performance does not begin until the 14-day period has expired. If performance has not yet begun, please send your withdrawal notice to support@app.planook.com.

Because the actual payment is processed by the Apple App Store or Google Play, a refund request may — in addition to exercising the right of withdrawal — also be submitted through the refund procedure of the relevant store.

6. User conduct and prohibited use

You must not use the App or the service in a way that breaches the law, infringes the rights of others, or jeopardises the operation of the service. In particular, it is prohibited to: circumvent or manipulate access control, the credit system or the payment flow; carry out automated querying or bulk data collection (scraping); reverse-engineer, copy, distribute or resell the content; share or transfer your account; or submit offensive, unlawful or deceptive content to the AI features.

7. Intellectual property

The App, its source code, design, texts, audio recordings, databases and AI-generated content are the intellectual property of the provider and its licensors. You receive a non-exclusive, non-transferable, revocable licence to use the App solely for your own personal, non-commercial purposes. Copying, reproducing, communicating to the public, distributing or reselling the content without the provider’s prior written consent is prohibited. Content originating from third parties (for example maps and photographs) is also subject to the terms of the relevant rights holder.

8. Artificial intelligence — disclaimer

The AI-based features of the App (chat, itinerary planner, audio guide texts, translation) produce automatically generated content that may be inaccurate, incomplete or wrong. AI answers are provided for information only and do not constitute professional — legal, medical, financial, safety or travel-agency — advice. You must verify important details (opening hours, prices, timetables, entry and admission requirements, health and safety information) from the original, official source. The provider is not liable for decisions based on AI-generated content.

9. Third-party bookings and partner links

The App offers booking and ticketing options through links to third-party partners (for example Travelpayouts and its partner network, ticket and experience providers). The booking or purchase contract is concluded directly between you and the relevant partner, and its terms (price, cancellation, refund, performance) are governed by that partner’s policies. Planook accepts no liability for those transactions and does not act as a tour operator or travel agent. The provider may receive affiliate commission on transactions concluded through such links; this involves no additional cost to you.

10. Complaints, alternative dispute resolution, ODR

You may submit complaints to support@app.planook.com; the provider will investigate the complaint and reply in writing within 30 days. Consumers may turn to the conciliation board competent for their place of residence; the board competent at the provider’s address is the Budapest Conciliation Board (Budapesti Békéltető Testület, Krisztina krt. 99, 1016 Budapest, e-mail: bekelteto.testulet@bkik.hu). Consumer protection proceedings may be initiated at the territorially competent government office. The European Commission’s online dispute resolution (ODR) platform is available at https://ec.europa.eu/odr.

11. Age limit

The App is intended for persons who are at least 16 years old. A person under 16 may use the App only with the consent of their legal guardian and may initiate purchases only with that consent.

12. Amendment of the Terms

The provider may amend these Terms unilaterally, in particular due to changes in legislation, changes to the content of the service, or operational reasons. You will be informed of material changes at least 15 days before they take effect, by notice in the App or by e-mail. If you do not accept the amendment, you may terminate the contract before it takes effect by deleting your account. Purchases already made remain governed by the terms in force at the time of purchase.

13. Force majeure, suspension of the service

The provider is not liable for any failure to perform caused by an unavoidable event outside its control (for example network or power outage, failure of a third-party service such as the AI provider or the map provider, or an official measure). The provider may temporarily suspend the service for maintenance and may discontinue the service subject to reasonable prior notice to users; in the latter case it will refund the proportionate part of any purchased but unperformed service.

14. Governing law and jurisdiction

These Terms and the contract are governed by Hungarian law. The Hungarian courts have jurisdiction over disputes. In the case of a contract concluded with a consumer, this clause does not affect the mandatory provisions of the law of the consumer’s country of habitual residence which cannot be derogated from by agreement and which protect the consumer.

15. Limitation of liability

Planook accepts no liability for the accuracy of data originating from third parties (for example timetables, opening hours, prices), nor for damage arising from decisions based on AI-generated suggestions. The service is provided “as is”. Nothing in these Terms limits liability that cannot be excluded under mandatory law, in particular liability for damage caused intentionally or for harm to life, limb or health.

Planook · app.planook.com