Terms of Service

Welcome to Cloud Hospitality Pro. These Terms of Service ("Terms") constitute a legally binding agreement between you or the entity you represent ("Client", "you", or "your") and Cloud Hospitality Pro ("Company", "we", "us", or "our") governing your access to and use of our virtual hotel reception services.

By accessing our website, signing up for our services, or using any part of our platform, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, you may not access or use our services.

Binding Agreement: These Terms create a binding legal agreement. By clicking "I Accept," signing a service agreement, or using our services, you represent that you have the authority to bind your organization to these Terms.

Cloud Hospitality Pro provides virtual reception services for hotels and hospitality properties, including but not limited to:

• 24/7 virtual receptionist services
• Guest inquiry handling and customer service
• Reservation and booking management
• Event registration coordination
• Back-office workflow support
• Property Management System (PMS) integration
• Call recording and storage
• Emergency escalation protocols
• Analytics and reporting

Service Customization: Services may be customized based on your specific needs as outlined in your service agreement. Features and capabilities may vary based on your selected service tier.

Service Modifications: We reserve the right to modify, suspend, or discontinue any aspect of our services at any time with reasonable notice. We will notify you of material changes that may affect your service.

Account Creation: To use our services, you must create an account by providing accurate, complete, and current information. You agree to:

• Provide truthful and accurate information during registration
• Maintain and promptly update your account information
• Keep your account credentials secure and confidential
• Notify us immediately of any unauthorized access or security breach
• Accept responsibility for all activities under your account

Account Eligibility: You must be at least 18 years old and have the legal authority to enter into contracts to use our services. If you are registering on behalf of a business entity, you represent that you have the authority to bind that entity to these Terms.

PMS Access: You agree to provide separate login credentials for your Property Management System to enable our virtual receptionists to perform their duties. You are responsible for ensuring these credentials have appropriate access levels and permissions.

As a client, you agree to:

We are committed to providing reliable, high-quality service. Our standard SLA includes:

SLA Credits: If we fail to meet our uptime guarantee, you may be eligible for service credits as outlined in your service agreement. Credits must be requested within 30 days of the incident.

Our Property: All content, features, functionality, and materials available through our services, including but not limited to text, graphics, logos, software, and technology, are owned by Cloud Hospitality Pro and protected by intellectual property laws.

Client Content: You retain all rights to your property information, guest data, training materials, and other content you provide to us. By using our services, you grant us a limited license to use this content solely to provide services to you.

Training Materials: Any playbooks, training assets, or documentation created specifically for your property during onboarding remain your property and will be provided to you upon request.

Restrictions: You may not:

• Copy, modify, or create derivative works of our platform or technology
• Reverse engineer or attempt to extract source code
• Remove or alter any proprietary notices
• Use our services to develop competing products
• License, sell, or transfer your rights without our consent

Confidential Information: Both parties agree to maintain the confidentiality of proprietary information, trade secrets, business strategies, guest data, and other sensitive information disclosed during the course of our business relationship.

Data Protection: We implement industry-standard security measures to protect your data. Our data handling practices are detailed in our Privacy Policy, which is incorporated into these Terms by reference.

Guest Data: We process guest information solely to provide services to you and in accordance with applicable privacy laws including GDPR, CCPA, and other regulations. You remain the data controller for guest information.

Call Recordings: All calls are recorded for quality assurance, training, and compliance purposes. Recordings are stored securely and accessible through our portal. You acknowledge and consent to call recording and agree to comply with applicable recording consent laws in your jurisdiction.

Cancellation by Client: You may cancel your service at any time by providing 30 days' written notice. You are responsible for all fees accrued through the end of the notice period. The 15-day money-back guarantee applies only to new clients within the first 15 days.

Termination by Company: We may suspend or terminate your access to our services immediately if:

• You breach these Terms or your service agreement
• Payment is more than 15 days overdue
• You engage in fraudulent or illegal activity
• Your use poses a security risk or violates our policies
• Required for legal or regulatory compliance

Effect of Termination: Upon termination:

• Your access to services will be discontinued
• Outstanding fees become immediately due
• We will provide your training materials and call recordings
• Confidentiality obligations survive termination
• No refunds will be provided except as required by the money-back guarantee

Governing Law: These Terms are governed by the laws of the State of California, United States, without regard to conflict of law principles.

Dispute Resolution: Any disputes arising from these Terms shall first be attempted to be resolved through good-faith negotiation. If unresolved within 30 days, disputes may be submitted to binding arbitration in accordance with the American Arbitration Association rules.

Modifications: We may modify these Terms at any time by posting the updated Terms on our website. Material changes will be communicated via email. Continued use after changes constitutes acceptance.

Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full effect.

Entire Agreement: These Terms, together with your service agreement and our Privacy Policy, constitute the entire agreement between you and Cloud Hospitality Pro regarding our services.

Assignment: You may not assign or transfer these Terms without our written consent. We may assign our rights and obligations without restriction.

Force Majeure: Neither party shall be liable for failure to perform due to circumstances beyond reasonable control, including natural disasters, war, terrorism, labor disputes, or government actions.