Terms of Service

The Service is provided by Stay Innovation, a sole proprietorship registered in Israel ("Hotel-Agents.ai", "we", "us", "our"). Payments are processed by our reseller and Merchant of Record, Paddle.com Market Ltd. ("Paddle"). The Service is intended for business use only.

1. Acceptance of these Terms

By accessing or using the Service you confirm that you are at least 18 years old, are using the Service for business purposes, and have authority to enter into these Terms on behalf of the organisation you represent. If you do not agree, you must not use the Service.

2. The Service

Hotel-Agents.ai provides software that uses artificial intelligence to help hotels and accommodation providers communicate with guests and manage operations, including (depending on your plan) AI voice and chat agents, automated guest messaging, multilingual support, reservations and availability assistance, and operational tools. The specific features available to you depend on the plan you purchase, as described on our pricing page.

We may add, modify, or remove features over time. Features described as "on demand", "custom", or "coming soon" are not guaranteed to be available in your plan unless expressly agreed in writing.

3. Accounts

You must provide accurate, current and complete information when registering and keep it up to date. You are responsible for safeguarding your account credentials and for all activity that occurs under your account. Notify us promptly of any unauthorised use. You are responsible for ensuring your staff and authorised users comply with these Terms.

4. Plans, billing & payments

The Service is offered on a subscription basis under the plans set out on our pricing page (currently Core, Premium and Enterprise). Prices are stated in US Dollars (USD) and are exclusive of applicable taxes, which are calculated and added at checkout.

• Billing cycle. Subscriptions are billed in advance on a monthly or annual basis, depending on the cycle you select, and automatically renew for successive periods until cancelled.
• Annual plans. Annual subscriptions are billed once per year at the discounted annual rate shown at checkout.
• Usage limits. Each plan includes a monthly allowance of AI conversations and a maximum property size (rooms). If you consistently exceed your plan's allowance, we may ask you to upgrade to a higher plan or agree custom terms.
• Price changes. We may change our prices. Any change to your recurring price will apply from your next renewal, and we will give you reasonable advance notice.
• Late or failed payment. If a payment fails or is overdue, we may suspend or limit your access until payment is received.

Cancellations and refunds are governed by our Refund Policy, which forms part of these Terms.

5. Merchant of Record (Paddle)

Our order process and payments are conducted by Paddle.com Market Ltd., who act as the Merchant of Record. Paddle provides all customer service enquiries relating to billing and handles invoicing, payment, tax collection and remittance. When you purchase a subscription, your transaction is also subject to Paddle's buyer terms and privacy notice. Receipts and invoices are issued by Paddle.

6. Acceptable use

You agree not to, and not to permit anyone to:

• use the Service for any unlawful, fraudulent, harmful, or abusive purpose;
• send spam or messages that violate anti-spam, telemarketing, or electronic-communications laws;
• upload content that is illegal, infringing, defamatory, or that you have no right to provide;
• attempt to gain unauthorised access to, interfere with, or disrupt the Service or its infrastructure;
• reverse engineer, decompile, copy, or create derivative works of the Service except as permitted by law;
• resell, sublicense, or provide the Service to third parties except as expressly authorised;
• use the Service to build a competing product or to train competing models.

We may suspend or terminate access for violations of this section, including where necessary to protect the Service, other customers, or third parties.

7. Customer and guest data

You retain ownership of the data you and your guests provide through the Service ("Customer Data"). You grant us a limited licence to process Customer Data solely to provide and improve the Service and as described in our Privacy Policy.

Guest data. Where the Service processes personal data of your guests, you act as the data controller and we act as your processor. You are responsible for: (a) having a lawful basis to collect and share guest data with us; (b) informing your guests about the use of an AI assistant and how their data is handled; and (c) ensuring your use of the Service complies with applicable data-protection and consumer laws. We process guest data only on your documented instructions and as set out in our Privacy Policy.

8. AI and automated content

The Service uses artificial intelligence to generate responses, voice interactions, and operational suggestions. AI-generated output may be inaccurate, incomplete, or inappropriate and is provided for assistance only. It does not constitute professional, legal, financial, or medical advice. You are responsible for supervising the Service, configuring its boundaries, and reviewing outputs before relying on them. We are not liable for decisions made, or actions taken, based on AI-generated output.

9. Intellectual property

The Service, including all software, models, designs, text, and trademarks (excluding Customer Data), is owned by us or our licensors and is protected by intellectual-property laws. Subject to these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Service during your subscription. All rights not expressly granted are reserved.

10. Third-party services

The Service may integrate with third-party systems (such as property-management systems, smart locks, booking platforms, messaging and payment providers). Those services are provided by their respective owners under their own terms, and we are not responsible for their availability, accuracy, or actions. Your use of a third-party integration is at your own risk.

11. Service availability

We use commercially reasonable efforts to keep the Service available, but we do not guarantee uninterrupted or error-free operation. We may perform maintenance, updates, or changes that temporarily affect availability, and we may suspend the Service where necessary for security, legal, or operational reasons.

12. Disclaimer of warranties

To the maximum extent permitted by law, the Service is provided "as is" and "as available" without warranties of any kind, whether express, implied, or statutory, including any implied warranties of merchantability, fitness for a particular purpose, accuracy, or non-infringement. We do not warrant that the Service will meet your requirements or that AI output will be accurate or reliable.

13. Limitation of liability

To the maximum extent permitted by law: (a) we shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, goodwill, or business, however caused; and (b) our total aggregate liability arising out of or relating to the Service or these Terms shall not exceed the total amounts you paid for the Service in the three (3) months immediately preceding the event giving rise to the claim. Nothing in these Terms excludes liability that cannot be excluded by law.

14. Indemnification

You agree to indemnify and hold harmless Stay Innovation and its personnel from any claims, damages, liabilities, and expenses (including reasonable legal fees) arising from your Customer Data, your guests' data, your use of the Service, or your breach of these Terms or applicable law.

15. Term and termination

These Terms apply while you use the Service. You may cancel your subscription at any time as described in our Refund Policy; cancellation stops future renewals and your access continues until the end of the current paid period. We may suspend or terminate your access if you breach these Terms, fail to pay, or where required by law. On termination, your right to use the Service ends. Sections relating to data, intellectual property, disclaimers, liability, indemnity, and governing law survive termination.

16. Changes to the Service or these Terms

We may update these Terms from time to time. If we make material changes, we will provide reasonable notice (for example by email or through the Service). Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

17. Governing law and disputes

These Terms are governed by the laws of the State of Israel, without regard to its conflict-of-laws rules. The competent courts of Tel Aviv-Yafo, Israel shall have exclusive jurisdiction over any dispute arising from these Terms or the Service, except where mandatory consumer-protection law grants you the right to bring proceedings in your country of residence. Your statutory rights as a consumer (where applicable) are not affected.

18. Contact

Questions about these Terms? Contact us at support@hotel-agents.ai. For billing or payment enquiries handled by our Merchant of Record, you may also contact Paddle.