trip.expert

Terms of Service

Version [PUBLICATION DATE] · Last updated: [PUBLICATION DATE]

These terms are the agreement between you and [LEGAL ENTITY NAME] ("trip.expert", "we", "us") for use of the trip.expert platform. They apply from the moment you create an account. If you do not accept them, do not use the service.

This is a business-to-business service. You agree to it on behalf of the business you represent, and you confirm you are authorised to do so. It is not offered to consumers, so consumer-specific rights — including the statutory right of withdrawal — do not apply.

1. What the service does

trip.expert lets a hospitality business publish one or more AI assistants that answer guests' questions. You supply the information about your property — we call this your knowledge base — and the assistant answers from it, in the guest's own language, through a chat page or an embedded widget.

The service also provides a dashboard for managing assistants, a media library, an attractions list, guest conversation history, inquiry handling, and usage reporting.

2. Your account

  • Give accurate registration details and keep them current.
  • Keep your password confidential. You are responsible for everything done through your account, and you must tell us promptly if you suspect unauthorised access.
  • One account per business. You may run several assistants from it within the limits of your plan.
  • You must be at least 18 years old and legally able to enter into this agreement.

3. Free trial

New accounts get a 14-day free trial. No card is required and the trial does not convert into a paid plan on its own — you subscribe deliberately or not at all.

When the trial ends without a subscription, your assistants stop answering guests and direct them to a contact form instead, so enquiries still reach you. Your knowledge base and settings are kept, subject to section 11, so subscribing later resumes where you left off. Trial accounts may carry lower usage ceilings than paid plans.

4. Plans, fees and billing

Plans and prices are shown on our pricing page. Prices are stated excluding VAT; if your business is VAT-registered, enter your VAT number at checkout.

Payments are handled by Paddle.com as Merchant of Record. Paddle is the seller of record for your subscription, issues your invoices, and handles tax. Their checkout terms apply to the payment transaction itself. We never receive or store your card details.

  • Billing cycle. Monthly in advance, renewing automatically until cancelled. There is no minimum term and no setup fee.
  • Cancelling. Cancel at any time from the billing portal. Cancellation takes effect at the end of the paid period; the service continues until then and is not pro-rated.
  • Changing plan. Upgrades and downgrades take effect as described at the point of change, with proration handled by our payment provider.
  • Failed payment. If payment fails we may retry and, after a reasonable period, suspend the assistants on the account.
  • Price changes. We may change prices with at least 30 days' notice by email. The new price applies from your next renewal, and you may cancel before it takes effect.
  • Refunds. [REFUND POLICY — e.g. "Payments are non-refundable except where required by law" or your money-back guarantee. Must match what the pricing page promises.]

5. Usage allowances and fair use

Each plan includes a monthly allowance of guest answers and a maximum number of assistants. We also apply rate limits per network and per conversation to keep the service available and to prevent abuse.

If an account reaches its allowance or trips a cost ceiling, we degrade the assistant to the contact form rather than billing you for overage. Guests can still reach you; the assistant stops generating answers until the next period or until you move to a plan that fits. We would rather interrupt the service than send you a bill you did not expect.

6. Your content

Your knowledge base, property details, images, videos and attractions remain your content. We claim no ownership of it.

You grant us a non-exclusive licence to host, process, adapt and display that content for the purpose of operating the service for you — which includes sending it to our AI providers to build the search index and generate answers. The licence lasts as long as we hold the content and ends when it is deleted.

You confirm that:

  • you own your content or have the rights to use it, including for any image or video you upload;
  • it does not infringe anyone's rights and is not unlawful, misleading or offensive;
  • the property information you publish is accurate — guests will act on it.

We do not use your content to train AI models for anyone else's benefit.

7. The AI assistant — what it can and cannot do

This section matters more than any other. Please read it.

The assistant is powered by a large language model. It is designed to answer from the information you provide, and we build in safeguards to keep it there. It can still be wrong. It may misread your knowledge base, answer a question you did not anticipate, or state something with more confidence than the underlying information supports.

Accordingly:

  • The assistant speaks to your guests as your property. You are responsible for what it tells them, in the same way you are responsible for what your staff tell them.
  • We do not warrant that answers are accurate, complete or suitable for any particular purpose, and we give no guarantee of any commercial outcome from using it.
  • Review your assistant. Test it, read its conversations, and keep your knowledge base current. The dashboard shows you the questions it could not answer for exactly this reason.
  • Do not use it for advice that must be right. It is not a substitute for medical, legal, financial or emergency guidance, and it must not be used to make decisions with a legal or similarly significant effect on a guest.
  • Provider terms apply. Our AI providers impose their own usage policies, and we pass those obligations to you.

We may change the underlying model, prompts or safeguards at any time to improve quality, safety or cost. Answers to the same question may therefore differ over time.

8. Data protection

Our Privacy Policy explains what personal data we handle and forms part of these terms.

For the personal data in guest conversations, you are the controller and we are your processor. Our Data Processing Agreement governs that relationship and is incorporated into these terms; by accepting these terms you accept it. It sets out what we do on your instructions, the sub-processors we use, the security measures we apply, and how we assist you with data-subject requests.

You are responsible for having a lawful basis for the guest data you collect through your assistant, and for telling your guests how you use it — including through your own privacy notice where your local law requires one.

Do not put special-category data (health, biometric, political or religious information and the like) into your knowledge base, and do not configure your assistant to solicit it from guests.

9. Acceptable use

You must not:

  • use the service for anything unlawful, deceptive or harmful, or to impersonate another business;
  • publish an assistant for a property you do not operate or represent;
  • attempt to extract our prompts, models or source code, or to bypass rate limits, usage allowances or safety controls;
  • resell, sublicense or white-label the service without our written agreement;
  • upload malware, probe or attack the infrastructure, or scrape it by automated means;
  • use the assistant to generate spam, harassment, or content that is discriminatory or sexually explicit;
  • interfere with other customers' use of the service.

We may suspend an assistant or an account immediately where we reasonably believe this section has been breached, or where continued operation risks harm to guests, to us, or to other customers.

10. Third-party integrations

Some features connect the service to tools outside it. These are optional, and enabling one is your decision:

  • Telegram notifications. If you set a Telegram group, guest contact details and messages are sent there. That transfer is your choice as controller, and Telegram's own terms govern what happens to the data once it arrives.
  • Affiliate links. Where you supply an affiliate identifier, the assistant may include partner links in its answers. Any commission arrangement is between you and that partner; we are not a party to it and take no cut. You are responsible for disclosing affiliate relationships where the law requires it.
  • Sign-in with Google and address lookup, which are subject to Google's terms.

We are not responsible for third-party services, their availability, or their terms.

11. Suspension, closure and data retention

You may close your account at any time from the dashboard. Closure is immediate and permanent: your account, assistants, knowledge bases, media, attractions and guest conversations are deleted and cannot be recovered. Export your data first if you want a copy — the dashboard provides a one-click export. Closing an account does not cancel a subscription; cancel that separately in the billing portal.

Retention of inactive accounts. If a trial lapses without a subscription, or a subscription is cancelled, we keep the account for 12 months and then delete it, so that you can come back without starting over. We email you 60 days and 30 days before that deletion. Guest conversation data is deleted on its own 12-month rolling schedule regardless of account status, as described in the Privacy Policy.

We may terminate this agreement on 30 days' notice, or immediately for a material breach, non-payment after a reasonable cure period, or where required by law. If we terminate without cause, we will refund any prepaid fees covering the period after termination.

12. Availability and changes

We work to keep the service available but do not commit to a specific uptime level unless we have agreed one with you in writing. Maintenance, third-party outages and factors outside our control can interrupt it.

We may add, change or remove features. If we remove something you materially rely on, we will give reasonable notice where we can.

13. Our intellectual property

The platform — software, prompts, design, documentation and the trip.expert name and logo — is ours and stays ours. These terms grant you a limited, non-exclusive, non-transferable right to use it while your account is active, and nothing more.

If you send us feedback or suggestions, we may use them freely and without obligation to you.

14. Disclaimers

To the fullest extent permitted by law, the service is provided "as is" and "as available". We disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the service will be uninterrupted or error-free, or that AI-generated answers will be accurate — see section 7.

15. Limitation of liability

To the fullest extent permitted by law, neither party is liable for indirect or consequential loss, loss of profit, revenue, goodwill, business or data.

Our total aggregate liability arising out of or in connection with this agreement is limited to the fees you paid us in the 12 months before the event giving rise to the claim.

Nothing here limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud.

16. Indemnity

You will indemnify us against claims, damages and reasonable costs arising from your content, your use of the service in breach of these terms, or your breach of data protection law in respect of guest data for which you are the controller.

17. Changes to these terms

We may update these terms. The version and date at the top of this page always identify the current text, and we record which version your account accepted.

For material changes we give at least 30 days' notice by email or in the dashboard. If you do not accept a material change, you may cancel before it takes effect; continuing to use the service after that date means you accept the new terms.

18. General

  • Entire agreement. These terms, the Privacy Policy and the Data Processing Agreement are the whole agreement between us on this subject.
  • Assignment. You may not assign this agreement without our consent. We may assign it as part of a merger, acquisition or sale of assets.
  • Severability. If a provision is unenforceable, the rest stands.
  • No waiver. Not enforcing a right on one occasion does not waive it.
  • Force majeure. Neither party is liable for failure caused by events beyond its reasonable control.
  • Notices. We contact you at your account email address; write to us at the address below.

19. Governing law

This agreement is governed by the laws of [GOVERNING LAW JURISDICTION], and the courts of [COURTS / VENUE] have exclusive jurisdiction, without regard to conflict-of-law rules.

20. Contact

[LEGAL ENTITY NAME], [REGISTERED ADDRESS]
[CONTACT EMAIL]

See also our Privacy Policy and contact us with any question about these terms.