Terms of Service

Effective Date: December 2, 2025 • Last Updated: December 2, 2025

1. Introduction and Acceptance

Welcome to HostHero.io ("HostHero," "we," "us," or "our"). These Terms of Service ("Terms") govern your access to and use of the HostHero platform, including our website, applications, and services (collectively, the "Service").

By creating an account, accessing, or using our Service, you agree to be bound by these Terms. If you are using the Service on behalf of an organization, you represent that you have authority to bind that organization to these Terms.

If you do not agree to these Terms, please do not use our Service.

2. Description of Service

HostHero.io is a QR-first, multilingual AI guest concierge platform designed for short-term rental hosts, property managers, and boutique hotels, and other providers that use our concierge functionality. Our Service enables:

  • Guest Support: Automated, AI-powered responses to guest inquiries based on your property-specific knowledge base
  • Knowledge Management: Upload and manage property information (FAQs, house manuals, policies)
  • QR Code Access: Generate unique QR codes for each property, allowing guests instant access to support
  • Multilingual Communication: Support for multiple languages (English, French, Spanish, German, Italian, Portuguese)
  • Host Escalation: Intelligent routing of complex inquiries to hosts via email or SMS
  • Analytics: Insights into guest interactions, response quality, and operational metrics

3. Account Registration and Eligibility

3.1 Eligibility

You must be at least 18 years old and capable of forming a binding contract to use our Service. By using HostHero, you represent that you meet these requirements.

3.2 Account Creation

To access certain features, you must create an account by providing accurate, complete, and current information. You agree to:

  • Provide truthful registration information
  • Maintain the security of your account credentials
  • Promptly update your information if it changes
  • Notify us immediately of any unauthorized access

3.3 Account Responsibility

You are responsible for all activities that occur under your account. We are not liable for any loss or damage arising from unauthorized use of your account.

4. Subscription Plans and Billing

4.1 Plans

HostHero offers the following subscription tiers:

  • Starter: Single property, single host account, fair-use chat limits, basic analytics
  • Multi-Host: Single property, up to 3 host accounts, advanced analytics
  • Multi-Property: Multiple properties, up to 5 hosts per property, advanced analytics
  • Pro: Multiple properties, up to 5 hosts per property, advanced analytics, SMS notifications, live escalation

4.2 Free Trial

New accounts may be eligible for a free trial period (14 days or 100 chats, whichever comes first). At the end of the trial, you must subscribe to a paid plan to continue using the Service.

4.3 Billing

  • Subscriptions are billed monthly in advance
  • Pricing is based on the property's location, not the account holder's location
  • All fees are exclusive of applicable taxes unless stated otherwise
  • Currency is determined by property location (EUR for Europe, USD for North and South America)

4.4 Payment

You authorize us to charge your designated payment method for all fees due. If payment fails, we may suspend or terminate your access to the Service.

4.5 Refunds

Subscription fees are non-refundable except as required by applicable law or as explicitly stated in our refund policy.

4.6 Price Changes

We may modify pricing with at least 30 days' notice. Continued use after a price change constitutes acceptance of the new pricing.

5. Fair Use Policy

5.1 Usage Limits

To ensure quality service for all users, we enforce fair-use limits based on your subscription tier:

  • Organization-level: Daily chat limits, hourly escalation limits
  • Property-level: Daily chat limits, concurrent guest limits
  • Conversation-level: Maximum messages per conversation

Specific limits are detailed in your subscription agreement and may be updated from time to time.

5.2 Rate Limiting

We implement technical measures to prevent abuse, including:

  • Per-IP rate limiting
  • Per-session limits
  • Automated abuse detection

Exceeding fair-use limits may result in temporary service restrictions or additional charges.

6. Acceptable Use

6.1 Permitted Uses

You may use the Service only for lawful purposes related to managing guest communications for properties you own, manage, or have authorization to represent.

6.2 Prohibited Conduct

You agree NOT to:

  • Use the Service to deceive, defraud, or mislead guests or any third party
  • Upload content that is illegal, harmful, threatening, abusive, defamatory, or otherwise objectionable
  • Attempt to circumvent security features, rate limits, or usage restrictions
  • Use the Service to collect personal data from guests beyond what is necessary for hospitality purposes
  • Interfere with or disrupt the integrity or performance of the Service
  • Reverse engineer, decompile, or attempt to extract the source code of the Service
  • Use automated systems (bots, scrapers) to access the Service without authorization
  • Resell or redistribute the Service without our written consent
  • Use the Service to send unsolicited communications (spam)
  • Impersonate another person or entity

6.3 Content Standards

All content you upload to the knowledge base must:

  • Be accurate and not misleading
  • Not infringe any third party's intellectual property rights
  • Comply with all applicable laws and regulations
  • Not contain malicious code or harmful content

7. Intellectual Property

7.1 Our Intellectual Property

HostHero and its licensors retain all rights, title, and interest in the Service, including all software, algorithms, designs, text, graphics, and other content. The HostHero name, logo, and all related marks are our trademarks.

7.2 Your Content

You retain ownership of content you upload to the Service ("Your Content"). By uploading content, you grant us a limited, non-exclusive, worldwide license to use, process, store, and display Your Content solely to provide and improve the Service.

7.3 Feedback

If you provide suggestions, ideas, or feedback about the Service ("Feedback"), you grant us a perpetual, irrevocable, royalty-free license to use that Feedback for any purpose without compensation to you.

8. AI-Powered Features

8.1 Nature of AI Responses

HostHero uses artificial intelligence to generate responses based on the knowledge base you provide. While we strive for accuracy, AI-generated responses:

  • Are based solely on information you provide in your knowledge base
  • May occasionally be incomplete or require clarification
  • Should be reviewed and curated by you for accuracy

8.2 Your Responsibility

You are responsible for:

  • Ensuring your knowledge base contains accurate, up-to-date information
  • Reviewing AI-generated responses through our curation tools
  • Updating content when policies or property information changes
  • Responding to escalated inquiries in a timely manner

8.3 Safety Measures

HostHero implements safety measures to prevent disclosure of sensitive information (such as access codes or personal data) and to route complex inquiries to hosts. These measures include:

  • Intent detection and blocking for sensitive topics
  • Configurable allow-lists for approved information
  • Confidence-based escalation to human hosts

9. Data Protection and Privacy

9.1 Privacy Policy

Your use of the Service is also governed by our Privacy Policy, which describes how we collect, use, and protect personal data.

9.2 Data Processing

Where you upload personal data of guests or third parties, you act as the data controller and we act as the data processor. You are responsible for:

  • Ensuring you have appropriate legal basis to process such data
  • Providing any required notices to data subjects
  • Responding to data subject requests (we will assist as required)

9.3 Data Retention

We retain data in accordance with our Privacy Policy:

  • Chat transcripts: 90 days
  • System logs: 180 days
  • Anonymized analytics: Indefinitely

9.4 Data Security

We implement appropriate technical and organizational measures to protect data, including encryption, access controls, and regular security assessments.

10. Third-Party Services

10.1 Payment Processing

Payments are processed by Stripe. Your use of payment services is subject to Stripe's terms and privacy policy.

10.2 AI Providers

We use third-party AI providers (such as OpenAI, Google, and Anthropic) to power our response generation. These providers process data in accordance with our agreements with them and applicable privacy laws.

10.3 Infrastructure

The Service is hosted on cloud infrastructure providers. We select providers that maintain appropriate security certifications and compliance standards.

11. Disclaimers

11.1 "As Is" Basis

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

11.2 No Guarantee

We do not guarantee that:

  • The Service will be uninterrupted, secure, or error-free
  • AI-generated responses will be accurate, complete, or appropriate
  • The Service will meet your specific requirements

11.3 Guest Interactions

We are not responsible for interactions between you and your guests. You remain solely responsible for your hospitality operations and guest relations.

12. Limitation of Liability

12.1 Exclusion of Damages

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL HOSTHERO, ITS AFFILIATES, DIRECTORS, EMPLOYEES, OR AGENTS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, USE, OR GOODWILL.

12.2 Cap on Liability

OUR TOTAL LIABILITY TO YOU FOR ALL CLAIMS ARISING FROM OR RELATED TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

12.3 Exceptions

These limitations do not apply to liability that cannot be excluded or limited under applicable law.

13. Indemnification

You agree to indemnify, defend, and hold harmless HostHero and its affiliates, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable attorneys' fees) arising from:

  • Your use of the Service
  • Your violation of these Terms
  • Your violation of any third-party rights
  • Content you upload to the Service
  • Your interactions with guests

14. Term and Termination

14.1 Term

These Terms remain in effect until terminated by either party.

14.2 Termination by You

You may terminate your account at any time through your account settings or by contacting us. Termination takes effect at the end of your current billing period.

14.3 Termination by Us

We may suspend or terminate your access to the Service immediately if:

  • You breach these Terms
  • You fail to pay fees when due
  • We are required to do so by law
  • We discontinue the Service (with reasonable notice)

14.4 Effect of Termination

Upon termination:

  • Your right to use the Service ceases immediately
  • You remain liable for any accrued fees
  • We may delete your data in accordance with our data retention policy
  • Provisions that by their nature should survive (including Sections 7, 11, 12, 13, and 16) will survive termination

15. Changes to Terms

We may modify these Terms from time to time. We will notify you of material changes by:

  • Posting the updated Terms on our website
  • Sending you an email notification

Continued use of the Service after changes take effect constitutes acceptance of the modified Terms.

16. General Provisions

16.1 Governing Law

These Terms are governed by the laws of Delaware, USA, without regard to conflict of law principles.

16.2 Dispute Resolution

Any dispute arising from these Terms shall first be attempted to be resolved through good-faith negotiation. If negotiation fails, disputes shall be resolved through binding arbitration administered by the American Arbitration Association ("AAA") in accordance with its Commercial Arbitration Rules. Arbitration may be conducted remotely by video conference, by phone, or in person in Delaware or another mutually agreed location. Either party may bring qualifying claims in small claims court. Either party may seek injunctive relief in court for intellectual property violations.

16.3 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and HostHero regarding the Service.

16.4 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

16.5 Waiver

Our failure to enforce any provision of these Terms shall not be deemed a waiver of that provision or any other provision.

16.6 Assignment

You may not assign your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations without restriction.

16.7 Force Majeure

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including natural disasters, acts of government, or internet outages.

17. Contact Information

If you have questions about these Terms, please contact us at:

HostHero.io

Email: legal@hosthero.io