1. About These Terms
These Terms of Service ("Terms") form a legally binding agreement between you ("Customer", "you", "your") and Stay Reply Limited, a company registered in England and Wales (company number pending), trading as "StayReply", a subsidiary of T2 Partners Limited ("we", "us", "our"). Our registered office address is available upon request by contacting [email protected].
By creating an account, accessing, or using the StayReply platform ("Service"), you confirm that you have read, understood, and agree to be bound by these Terms. If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind that entity. If you do not agree to these Terms, you must not use the Service.
These Terms should be read alongside our Privacy Policy, which explains how we collect and process personal data, and our Data Processing Addendum (where applicable).
2. Description of the Service
StayReply is a software-as-a-service ("SaaS") platform that provides AI-powered guest messaging and automation tools for short-term rental hosts, property managers, and hospitality businesses. The Service includes, but is not limited to:
- Integration with property management systems ("PMS") including Hospitable, Guesty, and other supported platforms to synchronise property listings, reservations, and guest conversations.
- AI-powered classification and categorisation of inbound guest messages by intent (e.g., check-in queries, maintenance requests, upsell opportunities).
- Generation of suggested replies using large language models ("LLMs"), with optional automatic sending ("auto-send") based on configurable rules and confidence thresholds.
- A review queue for messages that require human oversight before a response is sent.
- Workflow automation, guest journey scheduling, and upsell opportunity detection.
- Analytics dashboards, activity logs, and performance reporting.
- Team collaboration features with role-based access controls.
The Service is provided "as available" and we reserve the right to modify, update, or discontinue features with reasonable notice. Material changes to core functionality will be communicated via email or in-app notification at least 30 days in advance.
3. Eligibility and Account Registration
To use the Service, you must be at least 18 years of age and have the legal capacity to enter into a binding contract. The Service is designed for business use by property managers, hosts, and hospitality operators.
When creating an account, you must provide accurate, current, and complete information. You are responsible for:
- Maintaining the confidentiality of your login credentials (email, password, and any API keys).
- All activities that occur under your account, whether authorised by you or not.
- Notifying us immediately at [email protected] if you suspect any unauthorised access to your account.
- Ensuring that any team members you invite comply with these Terms.
We reserve the right to suspend or terminate accounts that contain false or misleading information, or that are used in violation of these Terms.
4. Free Trial
New accounts are eligible for a 14-day free trial ("Trial Period") with access to all Enterprise-tier features. No payment information is required to start a trial. During the Trial Period:
- You have full access to all features, integrations, and automation capabilities.
- The Trial Period begins on the date of account creation and expires automatically after 14 calendar days.
- At the end of the Trial Period, access to the Service will be restricted until you subscribe to a paid plan.
- No charges will be applied during or at the end of the Trial Period unless you voluntarily subscribe.
- We reserve the right to modify, limit, or discontinue the trial offer at any time for new registrations.
Trial accounts are limited to one per individual or organisation. We reserve the right to terminate trial accounts that we reasonably believe are being used to circumvent this limitation.
5. Subscription Plans and Pricing
Following the Trial Period, continued use of the Service requires an active paid subscription. We offer three subscription tiers — Growth, Pro, and Enterprise — each with different feature sets, unit limits, and pricing. Full details of current plans and pricing are available on our Billing page.
Subscriptions are priced on a per-unit, per-month basis, where a "unit" corresponds to one active rental property connected through your PMS integration. You may choose to be billed monthly or annually. Annual billing is paid upfront for the full year and offers a discounted rate.
We reserve the right to change our pricing with at least 30 days' written notice. Price changes will take effect at the start of your next billing cycle following the notice period. If you do not agree to a price change, you may cancel your subscription before the new pricing takes effect.
6. Payment, Billing, and Taxes
All payments are processed securely through Stripe, our third-party payment processor. By subscribing, you authorise Stripe to charge your designated payment method on a recurring basis according to your chosen billing interval.
- Currency: All prices are quoted in British Pounds Sterling (GBP) unless otherwise stated.
- Billing cycle: Monthly subscriptions are billed on the same date each month. Annual subscriptions are billed on the anniversary of the subscription start date.
- Failed payments: If a payment fails, we will attempt to charge your payment method again. If payment remains unsuccessful after reasonable attempts, we may suspend your access to the Service until the outstanding balance is settled.
- Taxes: Prices are exclusive of VAT and any applicable taxes unless explicitly stated otherwise. You are responsible for any taxes, duties, or levies imposed by your jurisdiction. Where required by law, VAT will be added to your invoice.
- Invoices: Invoices and payment receipts are available through Stripe and your account billing settings.
7. Refunds and Cancellation
You may cancel your subscription at any time through the Billing page in your account settings. Upon cancellation:
- Your subscription will remain active until the end of the current billing period.
- No further charges will be applied after cancellation takes effect.
- You will retain access to the Service until the end of the paid period.
- After the paid period expires, your account will be downgraded and access to paid features will be restricted.
Refund policy: Monthly subscription fees are generally non-refundable. For annual subscriptions, if you cancel within the first 14 days of your initial subscription or any renewal period, you are entitled to a pro-rata refund for the unused portion of the subscription. Refund requests should be directed to [email protected]. This does not affect your statutory rights under the Consumer Rights Act 2015 or the Digital Markets, Competition and Consumers Act 2024.
8. Cooling-Off Rights
In accordance with the Digital Markets, Competition and Consumers Act 2024 and applicable UK consumer protection legislation, if you are a consumer (i.e., an individual acting outside the course of a business), you may have the right to cancel your subscription within 14 days of entering into it without giving any reason ("Cooling-Off Period").
To exercise your cooling-off right, you must notify us in writing (by email to [email protected]) within the 14-day period. If you have used the Service during the Cooling-Off Period, we may deduct a proportionate amount for the service received up to the point of cancellation. Any refund will be processed within 14 days of receiving your cancellation notice.
If you are a business customer, the cooling-off right does not apply, and cancellation is governed by Section 7 above.
9. AI-Generated Content and Automated Messaging
The Service uses artificial intelligence, including large language models provided by third-party AI service providers, to classify guest messages and generate suggested replies. By using the Service, you acknowledge and agree that:
- No guarantee of accuracy: AI-generated content is provided as a tool to assist you. We do not warrant that AI-generated replies will be accurate, appropriate, complete, or free from errors. AI outputs may occasionally contain incorrect information, inappropriate language, or responses that do not align with your business policies.
- Your responsibility: You are solely and entirely responsible for all communications sent to your guests through the Service, whether composed manually, edited from AI suggestions, or sent automatically via the auto-send feature. We accept no liability for any loss, damage, complaint, or claim arising from guest communications.
- Auto-send at your discretion: The auto-send feature, when enabled, sends AI-generated replies to guests without manual review. You enable this feature at your own risk and discretion. We strongly recommend configuring appropriate confidence thresholds and reviewing the automation rules before enabling auto-send.
- Review queue: Messages that fall below your configured confidence threshold or are flagged as sensitive (e.g., safety concerns, complaints, legal matters) are routed to a review queue for manual approval. You are responsible for monitoring and responding to items in the review queue in a timely manner.
- No professional advice: AI-generated content does not constitute legal, financial, safety, or professional advice. For matters involving guest safety, legal disputes, or regulatory compliance, you should seek independent professional guidance.
10. Property Management System Integrations
The Service integrates with third-party property management systems including, but not limited to, Hospitable, Guesty, and other supported platforms. Regarding these integrations:
- You are responsible for providing valid API credentials and maintaining your PMS account in good standing.
- We are not responsible for the availability, accuracy, completeness, or functionality of any third-party PMS platform.
- Data synchronisation depends on the availability and performance of third-party APIs, which are outside our control. We do not guarantee real-time synchronisation or uninterrupted data flow.
- Your use of third-party integrations is subject to the respective terms and conditions, privacy policies, and acceptable use policies of those platforms.
- If a third-party platform changes, restricts, or discontinues its API, we will make reasonable efforts to adapt but cannot guarantee continued integration functionality.
- You warrant that you have the necessary rights and permissions to connect your PMS account to StayReply and to process guest data through our Service.
11. Your Data and Data Processing
In the context of personal data processed through the Service:
- Your role: You are the data controller for the personal data of your guests that is processed through the Service. You determine the purposes and means of processing guest data.
- Our role: We act as a data processor on your behalf when processing guest personal data to provide the Service. We process guest data solely on your instructions and in accordance with these Terms and our Privacy Policy.
- Your obligations: You are responsible for ensuring that you have a lawful basis (under the UK GDPR, Data Protection Act 2018, and any other applicable data protection legislation) to collect, store, and process the personal data of your guests through the Service. This includes obtaining any necessary consents and providing appropriate privacy notices to your guests.
- Data Processing Addendum: Where required, a Data Processing Addendum ("DPA") is available upon request to formalise the data processing relationship. Contact [email protected] to request a DPA.
You retain full ownership of your data. We do not claim any ownership rights over your content, guest data, property information, or knowledge base entries. We will not use your data for any purpose other than providing and improving the Service, and we will not sell your data to third parties.
12. Acceptable Use
You agree to use the Service only for lawful purposes and in accordance with these Terms. You must not:
- Use the Service for any purpose that is unlawful, fraudulent, or prohibited by these Terms or any applicable law or regulation.
- Send or facilitate the sending of spam, unsolicited communications, harassing, threatening, defamatory, or misleading messages through the Service.
- Use the Service to discriminate against guests on the basis of race, ethnicity, religion, gender, sexual orientation, disability, or any other protected characteristic.
- Attempt to gain unauthorised access to the Service, other users' accounts, or any related systems, networks, or databases.
- Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Service or any underlying algorithms.
- Use the Service to develop, train, or improve a competing product or service, or to benchmark the Service for competitive purposes without our prior written consent.
- Introduce viruses, malware, or any other harmful code into the Service.
- Circumvent, disable, or interfere with any security, rate-limiting, or access-control features of the Service.
- Resell, sublicence, or redistribute access to the Service without our prior written consent.
- Use the Service in a manner that could damage, overburden, or impair the Service or interfere with any other party's use of the Service.
We reserve the right to investigate and take appropriate action against any violation of this section, including suspending or terminating your account and reporting illegal activity to law enforcement authorities.
13. Intellectual Property
Our IP: The Service, including its software, source code, algorithms, user interface design, documentation, branding, trademarks (including "StayReply"), and all related intellectual property, is owned by Stay Reply Limited (or its licensors) and is protected by copyright, trademark, and other intellectual property laws of England and Wales and international treaties. These Terms do not grant you any rights to our intellectual property except the limited right to use the Service as described herein.
Your IP: You retain all ownership rights in your data, content, property knowledge base entries, and any other materials you upload to or create within the Service. By using the Service, you grant us a limited, non-exclusive, royalty-free licence to process, store, and transmit your content solely for the purpose of providing the Service to you.
Feedback: If you provide us with suggestions, ideas, or feedback about the Service, you grant us a perpetual, irrevocable, royalty-free licence to use such feedback for any purpose, including improving the Service, without any obligation to you.
14. Service Availability and Support
We aim to maintain high availability of the Service but do not guarantee uninterrupted or error-free operation. The Service may be temporarily unavailable due to scheduled maintenance, updates, or circumstances beyond our reasonable control.
- Scheduled maintenance: We will endeavour to provide at least 24 hours' notice of planned maintenance that may affect Service availability.
- Support: Support is provided via email and in-app channels. Response times vary by plan tier — Enterprise customers receive priority support with faster response commitments.
- SLA: Enterprise plan customers may be eligible for a Service Level Agreement with uptime guarantees. Contact us for details.
15. Limitation of Liability
To the maximum extent permitted by applicable law:
- Exclusion of indirect losses: Stay Reply Limited, its directors, employees, and affiliates (including T2 Partners Limited) shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of revenue, loss of data, loss of business opportunities, loss of goodwill, or damage to reputation, arising from or in connection with your use of the Service, even if we have been advised of the possibility of such damages.
- Liability cap: Our total aggregate liability to you for all claims arising from or related to these Terms or the Service shall not exceed the greater of (a) the total fees you have paid to us in the twelve (12) months immediately preceding the event giving rise to the claim, or (b) one hundred pounds sterling (£100).
- AI content disclaimer: We expressly disclaim all liability for any loss, damage, cost, or expense arising from AI-generated content, including but not limited to inaccurate replies, inappropriate communications, missed messages, or guest complaints resulting from automated messaging.
- Third-party services: We are not liable for any loss or damage caused by the acts or omissions of third-party service providers, including PMS platforms, payment processors, AI model providers, or cloud infrastructure providers.
Nothing in these Terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any liability that cannot be excluded or limited under applicable law, including under the Consumer Rights Act 2015.
16. Indemnification
You agree to indemnify, defend, and hold harmless Stay Reply Limited, T2 Partners Limited, and their respective directors, officers, employees, and agents from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising from or related to:
- Your use of the Service or any breach of these Terms.
- Any guest communications sent through the Service, whether manually composed, AI-generated, or automatically sent.
- Your failure to comply with applicable data protection laws in relation to the processing of guest personal data.
- Any claim by a third party (including guests, booking platforms, or PMS providers) arising from your use of the Service.
- Any violation of applicable laws or regulations in connection with your use of the Service.
17. Suspension and Termination
Termination by you: You may cancel your subscription and close your account at any time through the Billing page or by contacting us at [email protected].
Termination by us: We may suspend or terminate your access to the Service immediately, without prior notice, if:
- You breach any material provision of these Terms.
- You fail to pay any outstanding fees after reasonable notice and opportunity to cure.
- Your use of the Service poses a security risk or may cause harm to other users or third parties.
- We are required to do so by law, regulation, or court order.
- We reasonably believe your account is being used for fraudulent or illegal purposes.
Effect of termination: Upon termination, your right to use the Service ceases immediately. We will retain your data for a period of 90 days following termination, during which you may request an export of your data. After 90 days, we may permanently delete your data, subject to any legal retention obligations. Sections that by their nature should survive termination (including Limitation of Liability, Indemnification, Intellectual Property, and Governing Law) shall survive.
18. Confidentiality
Each party agrees to keep confidential any non-public information received from the other party in connection with these Terms or the Service ("Confidential Information"). Confidential Information does not include information that: (a) is or becomes publicly available through no fault of the receiving party; (b) was already known to the receiving party prior to disclosure; (c) is independently developed without reference to the Confidential Information; or (d) is required to be disclosed by law or court order.
19. Force Majeure
Neither party shall be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond the reasonable control of that party, including but not limited to natural disasters, acts of government, pandemic, epidemic, war, terrorism, civil unrest, power outages, internet or telecommunications failures, or failures of third-party service providers.
20. Changes to These Terms
We reserve the right to modify these Terms at any time. If we make material changes, we will provide at least 30 days' notice via email to the address associated with your account and/or through a prominent notice within the Service. Your continued use of the Service after the effective date of the revised Terms constitutes your acceptance of the changes. If you do not agree to the revised Terms, you must stop using the Service and cancel your subscription before the changes take effect.
21. Governing Law and Dispute Resolution
These Terms are governed by and construed in accordance with the laws of England and Wales.
In the event of any dispute arising from or in connection with these Terms, the parties agree to first attempt to resolve the dispute through good-faith negotiation. If the dispute cannot be resolved through negotiation within 30 days, either party may refer the dispute to mediation administered by the Centre for Effective Dispute Resolution (CEDR) in London. If mediation fails to resolve the dispute within 60 days of referral, either party may submit the dispute to the exclusive jurisdiction of the courts of England and Wales.
Nothing in this section prevents either party from seeking injunctive or other equitable relief from a court of competent jurisdiction where necessary to protect its rights or interests.
22. General Provisions
- Entire agreement: These Terms, together with the Privacy Policy and any applicable DPA, constitute the entire agreement between you and Stay Reply Limited with respect to the Service and supersede all prior agreements, understandings, and representations.
- Severability: If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
- Waiver: Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.
- Assignment: You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations under these Terms to an affiliate or in connection with a merger, acquisition, or sale of assets, provided the assignee agrees to be bound by these Terms.
- No third-party rights: These Terms do not confer any rights on any person or party other than the parties to these Terms and, where applicable, their successors and permitted assigns. Nothing in these Terms is intended to create rights enforceable under the Contracts (Rights of Third Parties) Act 1999.
- Notices: Notices to us should be sent to [email protected]. Notices to you will be sent to the email address associated with your account.
23. Contact Information
If you have any questions about these Terms of Service, please contact us:
