Terms of Service
Last updated: May 26, 2026
Draft — pending legal review.
This document is a structural placeholder. The final legal text will be drafted by Donista’s legal team before launch. Do not rely on this content.
1. Introduction and definitions
Donista is a mobile application that lets you book a place in the queue at participating bank and telecom offices in Uzbekistan. These Terms of Service govern your use of the Donista mobile app and the donista.uz website (together, the “Service”).In these terms:Donista — the company behind the Service (legal entity name to be confirmed) and the Service itself.You — the person who uses the Service.Office — a bank branch or telecom operator office that participates in Donista and whose queue management system is connected to the Service.Booking — a reservation made through the app for a specific Office, date, and service type.Deposit — the 5,000 sums held from your Balance against a Booking. The Deposit is refunded when you arrive and scan the QR code, and forfeited under the conditions described in Section 4.Balance — your cash balance and bonus balance combined, as described in Section 3.QMS — Queue Management System. The existing software that partner Offices use to manage their queues. Donista integrates with each Office’s QMS rather than replacing it.
2. Account creation and authentication
You need a Donista account to make Bookings. Accounts are created using your Uzbek mobile phone number. We verify your number by sending you an SMS with a one-time code.You are responsible for keeping your phone number secure. If you change your phone number, you must update it in the app settings. As a security measure against SIM-swap attacks, your Balance is temporarily frozen for 24 hours after a phone number change. During this period, you cannot make new Bookings, top up, or withdraw funds (noting that withdrawals are not ordinarily available — see Section 3).Your account is personal. You may not share your account, let anyone else use it, or create accounts for other people.You must be of legal age under Uzbek law to create an account. By creating an account, you confirm that you meet this requirement.In cases of suspected fraud or abuse, Donista may require additional verification before allowing access to your account or before processing certain transactions.
3. The balance system
Two types of balanceYour Donista account holds two separate pots of funds: a cash balance and a bonus balance. They are tracked separately and have different rules.Cash balanceYou add money to your cash balance by topping up through one of our Uzbek payment providers (Click, Payme, Uzcard, Humo, or others we support). The minimum top-up is 1,000 sums. Your cash balance cannot exceed 20,000 sums — if a top-up would push you over this cap, the app shows an error and asks you to choose a smaller amount.Your cash balance is store credit only. It cannot be withdrawn as cash. This means you cannot convert your balance back to money in your bank account or to cash. The only way to use your cash balance is to make Bookings and pay Deposits. Please do not add more money to your balance than you are comfortable using for Bookings.Bonus balanceDonista may issue bonus credit to your account as goodwill — for example, when an Office cancels its queue for the day and your Booking is affected. Bonus credit cannot be withdrawn, cannot exceed 20,000 sums, and expires 6 months from the date it is issued. It can only be used to pay for Booking Deposits.Spend orderWhen you make a Booking, the 5,000 sums Deposit is taken from your cash balance first. If your cash balance is insufficient, the remaining amount is taken from your bonus balance.Refund orderWhen a Deposit is refunded — whether through a successful QR scan or a partial cancellation refund — the refunded amount returns to your cash balance and bonus balance in the same proportion as the original Deposit was funded.Inactive accountsIf your account has no activity for an extended period, we will send reminders before taking any action. The current plan is to send reminders at 6, 9, and 11 months of inactivity, and to freeze the Balance after 12 months. A frozen Balance is not forfeited — it is reactivated when you next log in. The exact inactivity policy is being finalized and will be communicated clearly before it takes effect.Closing your accountYou may request to close your account at any time. On voluntary closure, both your cash balance and bonus balance are forfeited. In exceptional circumstances — such as verified death of the account holder or verified emigration from Uzbekistan —a manual process exists to return the cash balance to the user or their estate. This process is not advertised but is available on request with appropriate documentation.
4. Booking deposits, refunds, cancellations, and rescheduling
The depositWhen you make a Booking, 5,000 sums is held from your Balance. This is a Deposit — a temporary hold, not a fee. The Deposit is taken from your cash balance first, and from your bonus balance only if your cash balance does not have enough funds.Refund on arrivalWhen you arrive at the Office on the day of your Booking and scan the office QR code with the Donista app, your Deposit is refunded in full. The refunded amount returns to your cash balance and bonus balance in the same proportions as the original Deposit was funded. You can scan at any time on the booked day — even after your scheduled slot has passed — and still receive a full refund. Scanning on a day after the booked day does not trigger a refund; the Deposit is forfeited (see below).Forfeit conditionsYour Deposit is forfeited — meaning it is transferred to Donista as revenue — in the following situations:• You do not arrive at the Office on the booked day and do not cancel the Booking.• You attempt to scan the QR code on a day after the booked day.• You cancel the Booking less than one hour before your slot (see “Cancellation” below).CancellationYou can cancel a Booking through the app at any time before your slot. The refund you receive depends on when you cancel:• Cancel at least one hour before your slot: 80% of the Deposit (4,000 sums) is refunded to your original pots proportionally. Donista retains 1,000 sums as a cancellation fee.• Cancel less than one hour before your slot, or do not show up: the full 5,000 sums Deposit is forfeited.ReschedulingYou can reschedule a Booking to a different date through the app:• Reschedule to an earlier day: free. No fee is charged.• Reschedule to a later day: a 2,000 sums fee applies. This fee is non-refundable and is deducted from your cash balance.When an office cancelsIf a partner Office releases its queue — for example due to an emergency or unexpected closure — all affected users receive a full refund of their Deposit to their original pots, plus a 5,000 sums bonus credit added to their bonus balance as acknowledgement.When an office working hours endsIf your turn does not come before the office closes — for example, due to long wait times or unexpected delays — your Deposit will be fully refunded to your Balance.Active booking limitsTo ensure fair access for everyone, the following limits apply:• You may have at most 3 active Bookings at any time. A Booking is “active” from the moment it is made until it is scanned, cancelled, or the booked day ends.• You may have at most 1 Booking per Office per day.
5. QR scan and override codes
Each Office displays a QR code that rotates daily. Scanning this QR code with the Donista app is the standard way to verify your arrival and trigger the refund of your Deposit.If you scan the Office QR code with a non-Donista app (your phone’s default camera, a generic QR reader, etc.), no booking action is taken. Instead, you are redirected to the Donista website where you can download the app.If your phone cannot scan the QR code — because of a broken camera, an issue with the app, or a damaged QR display — an override mechanism is available. The Office manager or counter employee can provide you with a 6-digit override code from their dashboard. You enter this code in the app's “Can’t scan?” flow to confirm your arrival and refund your Deposit.The override code is rate-limited to 3 attempts per user per hour. All uses of override codes are logged and monitored for abuse. Using the override code when you are not physically present at the Office is a violation of these terms (see Section 6).
6. Acceptable use
You agree to use the Service only for lawful purposes and in accordance with these terms. The following activities are prohibited:• Creating or using multiple accounts to evade Booking limits or other restrictions.• Using the override code mechanism without being physically present at the Office.• Attempting to forge, reverse-engineer, reproduce, or share QR codes or override codes.• Using the Service for any unlawful purpose.• Accessing or interacting with the Service through automated means (bots, scrapers, scripted booking tools, or similar).• Interfering with the operation of the Service, overloading our systems, or disrupting other users' experience.• Reselling Bookings or attempting to sell queue positions to third parties.Violations of this section may result in account suspension, freezing of your Balance pending investigation, and in serious or repeated cases, account closure. Fraudulent activity may also be reported to law enforcement authorities in Uzbekistan.
7. Suspending or closing accounts
Donista may suspend or close your account if we reasonably believe you have engaged in fraud, repeatedly abused the override code system, materially violated these terms, or engaged in behavior that endangers the Service or other users.If your account is suspended, your Balance is typically frozen while we investigate. If your account is closed, the treatment of your Balance follows the rules described in Section 3 (account closure upon violation follows the same forfeiture rules as voluntary closure, but the hardship process does not apply).You may appeal a suspension by contacting Donista. We will review your appeal and respond within a reasonable time.You may close your own account at any time, subject to the closure terms in Section 3.
8. Partner offices — Donista’s role and limits
Donista is a technology platform that connects users with partner Offices. The actual service you receive at an Office — banking or telecom services — is provided by the partner organization itself, not by Donista.Donista integrates with each partner's existing Queue Management System to enable remote booking and real-time queue tracking. We do not control the Office's operations, staffing levels, service quality, or actual wait times. Partner Offices set their own working hours, holidays, and service availability.If a partner Office fails to serve you despite a valid Booking — for example, because it closes early or cannot handle your request — Donista will refund your Deposit and may issue a bonus credit. Beyond this, Donista is not responsible for the partner Office's service.Complaints about the actual service received at an Office should be directed to the partner organization. Complaints about the Donista app, the Booking process, Deposits, or refunds should be directed to Donista.
9. Disclaimers and limitation of liability
Draft — pending legal review: this section will set out the limitations of Donista’s liability, including limitations on liability for service interruptions, partner office actions, lost bookings due to technical issues, and the maximum amount Donista can be held liable for. The specific language is being prepared by Donista’s legal team in accordance with Uzbek consumer protection law and will appear here before launch. In plain terms: Donista is responsible for the Donista service; partner offices are responsible for what happens inside their offices.
10. Dispute resolution and governing law
Draft — pending legal review: this section will specify that these terms are governed by the laws of the Republic of Uzbekistan, the process for resolving disputes (typically beginning with direct communication with Donista and escalating through Uzbek consumer protection mechanisms and courts as required), and any applicable arbitration or mediation procedures.
11. Changes to these terms
Donista may update these terms from time to time. When we make material changes, we will notify you through the app, by SMS, or by email if you have provided one.If you continue to use the Service after a change takes effect, you are indicating that you accept the updated terms. If you do not agree with a change, you may close your account as described in Section 3.The “Last updated” date at the top of this page indicates when the most recent changes were made.
12. Contact
If you have questions about these terms, you can contact Donista by email at akmaljon9080@gmail.com. Please note that this is a general contact address and will be replaced with a dedicated legal contact once the company has been registered and operationalized.Donista is a pre-launch company in the process of registration. Our legal entity name and registered address are:[Legal entity name to be confirmed]Registered in the Republic of Uzbekistan.Registered address: [to be confirmed upon company registration]