1. Use of the Services

You agree to use the Services only for lawful business purposes related to your hotel, accommodation, or hospitality operations. You must not:

• Access the Services in a way that could damage or impair functionality;
• Attempt to reverse-engineer, bypass, or interfere with technical safeguards;
• Upload materials containing malware or harmful scripts;
• Misuse the Services in ways that violate local or international regulations.

2. Accounts & Access

To access certain features, you must create an account. You are responsible for:

• Maintaining accurate registration information;
• Keeping your login credentials confidential;
• Ensuring all activity under your account complies with these Terms.

We reserve the right to suspend or terminate accounts that violate these Terms.

3. Subscription & Payment

HospitalityFlow operates on a subscription basis, including monthly and annual plans, as well as per-property and dedicated enterprise arrangements. Applicable fees and plan details are set out on our pricing page or in your Order Form.

All fees are exclusive of applicable taxes, which you are responsible for. Late payment may result in suspension of Services after 14 days' written notice. We may adjust subscription fees on 60 days' written notice; you may cancel without penalty if you do not accept the revised fees.

4. Refunds & Cancellations

Subscriptions are non-refundable. If you cancel an annual plan, you retain access until the end of the paid period. No partial refunds are issued for unused months.

If you cancel a monthly plan, no further charges are made after the current billing period ends. Access continues until the end of the paid period.

Exceptions apply only where required by applicable law. To cancel your subscription, contact us at legal@hospitalityflow.ai or via your account settings.

5. Data Processing & Privacy

We follow a privacy-first approach, compliant with Singapore's Personal Data Protection Act 2012 (PDPA) and aligned with the EU General Data Protection Regulation (GDPR):

• Data submitted to the platform is processed solely to deliver the Services;
• We never sell guest data or use client data to train AI models;
• AI processing is routed via EU-based infrastructure with Zero Data Retention enforced - prompts and completions are not stored by our AI providers after processing;
• All data is stored on EU-based servers (Hetzner, Germany/Finland) encrypted in transit and at rest.

For full details, see our Privacy Policy. Where a Data Processing Agreement (DPA) is required, it is available upon request at legal@hospitalityflow.ai.

6. Customer Responsibilities

You are responsible for:

• Ensuring files and data submitted to the Services do not contain unlawful content;
• Maintaining appropriate backups of original documents;
• Ensuring your staff are trained to use the Services correctly;
• Reviewing any AI-generated outputs before publishing or acting upon them;
• Complying with data protection laws applicable to your hotel operations.

7. Intellectual Property

All software, workflows, dashboards, branding, and documentation remain the exclusive property of HospitalityFlow. You receive a limited, non-exclusive, non-transferable licence to use the Services during your active subscription for internal hotel operations. You may not reproduce, distribute, or modify any portion of the Services without prior written consent.

Data and content you submit to the Services ("Client Data") remains your property. HospitalityFlow acquires no ownership rights in Client Data.

8. Service Availability

We target 99.5% uptime per calendar month and will endeavour to notify users of scheduled maintenance at least 48 hours in advance. We do not guarantee uninterrupted availability and are not liable for downtime caused by events outside our reasonable control, including third-party infrastructure failures, PMS, POS, OTA, or payment gateway outages.

9. Limitation of Liability

Hospitality Flow is not liable for:

• Losses arising from incorrect or incomplete data submitted by you;
• Interruptions caused by third-party systems;
• Indirect, incidental, special, consequential, or punitive damages, including loss of profits or revenue.

Our maximum aggregate liability shall not exceed the total fees paid by you in the three (3) months immediately preceding the event giving rise to the claim. Nothing in these Terms limits liability for fraud, death, or personal injury caused by our negligence, or any liability that cannot be excluded by applicable law.

10. Termination

You may cancel your subscription at any time in accordance with Section 4. We may suspend or terminate accounts that violate these Terms or misuse the Services, with written notice where reasonably practicable.

Upon termination:

• Your account will be deactivated;
• Any stored Client Data will be deleted within 30 days unless a longer retention period is required by law or your plan.

11. Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of Singapore. Any dispute arising out of or in connection with these Terms shall first be subject to good-faith negotiation between the Parties for a period of 30 days. If unresolved, disputes shall be submitted to the non-exclusive jurisdiction of the courts of Singapore.

12. Changes to Terms

We may update these Terms periodically. Material changes will be communicated by email or via an in-platform notice at least 30 days before taking effect. Continued use of the Services after the effective date constitutes acceptance of the updated Terms. The current version is always available at hospitalityflow.ai/terms.

13. Contact

For questions regarding these Terms, please contact: