Termos e condições

Terms & Conditions

These Terms & Conditions ("Terms") govern your access to and use of letbloom.io, our web dashboard, guest chat experiences, and related products and services (together, the "Service"). The Service is operated by Calanur Limited ("letbloom", "we", "us" or "our").

By creating an account, purchasing a plan, accessing the Service, or using a guest-facing chat provided through the Service, you agree to these Terms.

If you use the Service on behalf of a company, partnership, property owner, management company, or other organisation, you confirm that you have authority to bind that organisation to these Terms. In that case, "you" means both you and that organisation.

If we enter into a separate order form, enterprise agreement, or other written agreement with you, that agreement will prevail over these Terms to the extent of any conflict.

1. Who these Terms apply to

These Terms apply to two types of users:

Customers: hosts, property managers, operators, owners, and other users of the manager-facing parts of the Service.
Guest Users: guests, occupants, or invitees who use a guest-facing chat, link, QR code, passkey, or messaging flow powered by the Service.

Some sections apply to all users, while some apply only to Customers because Customers control the relevant property, account, and subscription.

2. What the Service does

letbloom is designed to help Customers manage guest communications for short-term accommodation. Depending on the plan and configuration, the Service may include:

property and guest-information management;
guest web chat and messaging flows;
AI-assisted or AI-generated replies, translations, summaries, classifications, and routing;
issue escalation to property teams;
file and media uploads;
account, support, analytics, billing, and administration features.

We may add, remove, improve, suspend, or change features from time to time. Some features may depend on third-party providers, connectivity, device compatibility, or plan limits.

3. Eligibility and permitted use

You must be at least 18 years old and legally able to enter into a binding contract to use the Service.

The manager-facing parts of the Service are intended for business or professional use by people managing accommodation, hospitality, or guest communications. Guest Users may only use the guest-facing parts of the Service in connection with a genuine enquiry, booking, stay, or issue relating to the relevant property.

You must not, and must not allow anyone else to:

use the Service in breach of any applicable law, regulation, platform rule, or third-party right;
send unlawful, abusive, harassing, threatening, discriminatory, defamatory, fraudulent, misleading, or spam content;
use the Service for emergency dispatch, life-critical, or safety-critical situations;
upload malware, malicious code, or harmful files;
attempt to gain unauthorised access to any account, property, conversation, passkey, system, or data;
interfere with, disrupt, probe, scrape, overload, or reverse engineer the Service except to the extent such restriction is not permitted by law;
exceed, evade, or attempt to evade any usage limit, rate limit, account restriction, pricing mechanism, or technical restriction, including by creating multiple accounts, workspaces, or identities to avoid plan limits;
use automation, bulk messaging, repeated prompting, or other high-volume activity in a way that is unrelated to a genuine property enquiry, booking, stay, operational use, or other intended use of the Service;
use the Service in a way that materially degrades the Service for others or creates disproportionate load, cost, or risk for us, our providers, Customers, or Guest Users;
use the Service to build or train a competing product using our software, outputs, or non-public parts of the Service;
use the Service to make unlawful or discriminatory decisions about individuals, or solely automated decisions with legal or similarly significant effects where such use would be unlawful.

Fair use, rate limits, and anti-abuse controls

To protect the Service and other users, we may apply reasonable technical controls such as message caps, rate limits, storage limits, bot detection, spam filtering, or anti-automation measures.

If your use is unusually high, outside the normal intended use of your plan, or otherwise abusive, we may contact you, investigate the activity, require you to reduce that usage, throttle the affected feature, require an upgrade or add-on, or temporarily restrict the affected activity. Where reasonably practicable, we will explain the issue and give you a reasonable opportunity to correct minor or unintentional issues before suspending the affected feature or account.

We may take immediate action without prior notice where reasonably necessary to address security issues, fraud, spam, harassment, illegal activity, circumvention of plan limits, or material degradation of the Service.

4. Accounts, access, and security

Customers

Customers are responsible for:

keeping login credentials, recovery details, and access methods secure;
ensuring that all users on their account are authorised;
keeping account information accurate and up to date;
promptly notifying us if they suspect unauthorised access, credential compromise, or misuse.

Customers are responsible for all activity that occurs under their accounts unless caused by our breach of these Terms or our failure to use reasonable care.

Property passkeys, guest links, and similar access details are sensitive. Customers are responsible for deciding who receives them and for rotating or withdrawing them if they may have been disclosed improperly.

Guest Users

Guest Users must not misuse passkeys, share access details improperly, impersonate someone else, or attempt to access a property or conversation for which they are not authorised.

5. Customer content and responsibilities

Customers may upload, import, submit, or make available property information, house rules, guidebooks, contact details, check-in details, media, files, templates, and other content ("Customer Content"). Customers retain ownership of their Customer Content.

Customers grant letbloom a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, format, adapt, transmit, process, display, and use Customer Content only as reasonably necessary to provide, secure, maintain, improve, and support the Service.

Customers are responsible for all Customer Content and for the consequences of using it in the Service. In particular, Customers are responsible for:

the accuracy, completeness, legality, and currency of property information and guest instructions;
ensuring that emergency, safety, check-in, check-out, maintenance, and house-rule information is correct and current;
obtaining all rights, permissions, and consents needed to upload or use Customer Content;
ensuring that guest and staff contact details supplied to the Service are accurate and lawfully obtained;
deciding when a human should review or override an AI-generated response;
maintaining their own copies of any records or content they consider important.

If a Customer imports or copies information from a third-party source such as a listing platform, property management system, guidebook, or website, the Customer confirms that they are entitled to do so and that they remain responsible for the imported content.

6. AI features and automated functionality

The Service may use AI and other automated systems to generate, suggest, translate, summarise, classify, route, or prioritise content.

By enabling or using AI features, you acknowledge and agree that:

AI outputs may be inaccurate, incomplete, inconsistent, out of date, or inappropriate for a given situation;
AI outputs are provided for convenience and should not be treated as a substitute for human judgement;
letbloom does not guarantee that AI outputs are correct, lawful, safe, or suitable for any particular purpose;
Customers remain responsible for the information, workflows, escalation rules, and communications used for their properties;
important facts should be checked against the underlying property information and, where appropriate, confirmed by a human.

Customers are responsible for deciding whether AI autopilot or automated guest replies are appropriate for their properties and for reviewing the accuracy and suitability of the information they provide to the Service.

Guest Users should not rely on the Service as the sole source of important information. If something is urgent, safety-related, or unclear, Guest Users should contact the property manager or relevant emergency services directly.

Customers must not remove, obscure, or misrepresent any notice we provide about the use of AI. Where the law requires additional notice to guests, staff, or other individuals, Customers are responsible for providing it.

7. Messaging, communications, and third-party channels

The Service may send, receive, or facilitate communications by web chat, email, SMS, WhatsApp, or other channels that we support from time to time.

You acknowledge that:

delivery times and delivery success are not guaranteed;
carriers, device manufacturers, network providers, and platform providers may delay, filter, block, charge for, or fail to deliver communications;
third-party terms may apply to messaging channels and payment flows;
some features may be unavailable in some countries, on some devices, or for some networks or providers.

Customers are responsible for ensuring that their use of messaging features complies with applicable law and platform rules, including any requirements relating to contact permissions, messaging consents, staff notifications, and record-keeping.

Guest Users are responsible for their own device, internet access, mobile network fees, and data charges.

8. Attachments, media, and uploads

If the Service allows file or media uploads, size, type, quantity, and format limits may apply. We may reject, block, quarantine, remove, or disable access to files that are unsupported, unsafe, unlawful, infringing, or otherwise violate these Terms.

We may scan or inspect attachments and media for security, malware detection, abuse prevention, format validation, or service operation.

You must not upload:

malware, malicious code, or harmful files;
content that is unlawful, infringing, or invasive of privacy;
payment card data, government identification numbers, or special category / sensitive personal data unless strictly necessary, lawful, and appropriate for the purpose;
files that you do not have the right to share.

You grant us the rights reasonably necessary to store, scan, process, display, and transmit uploaded files and media as part of the Service.

9. Subscriptions, plans, fees, and billing

This section applies to Customers.

Some parts of the Service are free and some require payment. Pricing, feature limits, usage entitlements, and plan details are described on the relevant pricing page, order form, quote, or checkout flow.

If you purchase a paid plan:

you agree to pay the fees, taxes, and other charges shown at checkout or agreed in writing;
subscriptions renew automatically for the billing period shown at checkout or in your order documentation unless cancelled before renewal;
plan entitlements may include limits such as the number of active properties, users, messages, conversations, AI actions, storage, or other usage metrics, as described on the relevant pricing page, order form, or checkout flow;
if you reach or materially exceed a stated plan limit, we may throttle the relevant feature, require an upgrade or add-on, or apply any published overage charges that we have clearly disclosed to you in advance;
we may use a third-party payment processor, such as Stripe, to process payments and manage billing;
you authorise us and our payment processor to charge the payment method you provide.

Unless we state otherwise in writing, fees are non-refundable except where required by law.

You can cancel a self-serve subscription through the billing tools we make available or by contacting us. Unless we state otherwise, cancellation takes effect at the end of the current paid billing period, and you will not be charged again for a later period.

If payment fails, your payment method expires, a charge is reversed, or your account becomes overdue, we may retry payment, suspend paid features, restrict access, or downgrade the Service until the issue is resolved.

We may change prices or plan features from time to time. Where a change materially affects a paid subscription, we will give reasonable notice before it takes effect for your next renewal.

10. Intellectual property and feedback

The Service, including our software, interfaces, workflows, branding, trademarks, designs, text, graphics, and underlying technology, is owned by letbloom or our licensors and is protected by intellectual property laws.

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable right to use the Service for its intended purpose.

Except as expressly allowed by law or by us in writing, you must not copy, distribute, sell, sublicense, lease, reverse engineer, or create derivative works from the Service.

If you send us suggestions, ideas, feedback, or feature requests, we may use them without restriction or obligation to you.

11. Privacy and data protection

Our Privacy Notice explains how we handle personal data for our own purposes, including account administration, billing, support, security, and website operation.

Customers are responsible for determining whether and how they collect and use personal data through the Service, including guest, staff, contractor, and emergency contact data. Customers are also responsible for providing any notices and obtaining any permissions or lawful bases required for that processing.

Depending on the data and the processing activity, letbloom may act as a controller for some data and as a processor or service provider for other data. If data processing terms are required for your use of the Service, those terms must be agreed separately.

We may use third-party providers to help operate the Service, including providers of hosting, storage, AI, messaging, payments, customer support, and error monitoring.

12. Service changes, availability, and support

We aim to provide the Service with reasonable care and skill, but we do not promise that the Service will always be uninterrupted, secure, error-free, or available at all times.

From time to time we may carry out maintenance, deploy updates, fix bugs, address security issues, or change third-party integrations. This may affect the availability or operation of some features.

We may suspend, limit, block, rate-limit, or disable all or part of the Service immediately where reasonably necessary to:

protect the Service, our users, properties, or third parties;
investigate suspected abuse, fraud, security issues, harassment, spam, illegal activity, or circumvention of plan limits or technical controls;
comply with law, regulation, court order, or third-party provider requirements;
address non-payment or material breach of these Terms.

Where reasonably practicable, we will give notice before a suspension that materially affects paid use of the Service. For minor or potentially remediable issues, we will generally try to give a reasonable opportunity to fix the problem before suspending or disabling the affected feature or account.

13. Termination

Customers may stop using the Service at any time. Termination or cancellation does not affect fees already due.

We may terminate or suspend your access if:

you materially or repeatedly breach these Terms;
you fail to pay fees when due;
your use of the Service creates a security, legal, operational, safety, or reputational risk for us or others;
you engage in abusive, fraudulent, harassing, spammy, or clearly excessive use of the Service, or repeatedly attempt to bypass plan limits, technical restrictions, or account controls;
a required third-party service or integration becomes unavailable on terms that are commercially reasonable for us.

For Guest Users, we or the relevant Customer may block or end access to a specific guest-facing chat, passkey, link, or workflow where reasonably necessary to protect people, property, systems, or the integrity of the Service.

On termination:

your right to use the Service ends immediately;
we may disable access to your account, properties, chats, and other data;
we may retain, delete, or anonymise data in line with applicable law, our retention practices, and our Privacy Notice.

14. Warranties and disclaimers

To the maximum extent permitted by law, and except as expressly stated in these Terms, the Service is provided on an "as is" and "as available" basis.

In particular, we do not warrant that:

the Service will meet all of your requirements;
the Service will be uninterrupted, error-free, or completely secure;
messages or notifications will always be delivered or received;
AI-generated outputs will be accurate, complete, or suitable for any particular scenario;
the Service will prevent all guest issues, improve review scores, or achieve any particular commercial outcome.

Nothing in these Terms excludes any warranty or right that cannot be excluded under applicable law.

15. Liability

Nothing in these Terms excludes or limits liability for:

death or personal injury caused by negligence;
any other liability that cannot lawfully be excluded or limited.

We provide software, not accommodation services

letbloom provides software and communications tools. Unless we expressly agree otherwise in writing, we are not the owner, operator, property manager, insurer, maintenance provider, cleaner, or accommodation provider for any property.

We are not a party to any booking, stay, refund, cancellation, transport, maintenance, insurance, or other arrangement between a Customer and a Guest User.

Liability to Customers

If you are a Customer using the Service in the course of business, then, to the maximum extent permitted by law:

the Service is not intended to be your sole or fail-safe system for guest operations, emergency handling, access control, legal compliance, or business continuity;
you remain responsible for your property information, house rules, operational settings, escalation rules, user permissions, and decisions to rely on or act on AI outputs, automations, or third-party messaging channels;
we are not liable to the extent a claim arises from Customer Content, Customer instructions, Customer configuration, imported content, third-party platforms or providers, connectivity failures, device failures, utilities, or events outside our reasonable control;
we are not liable for any indirect, incidental, special, consequential, exemplary, or punitive loss;
we are not liable for loss of profit, revenue, business, contracts, goodwill, anticipated savings, data, or business opportunity;
our total aggregate liability arising out of or in connection with the Service and these Terms will not exceed the total fees paid or payable by you to us for the affected Service in the 12 months immediately preceding the event giving rise to the claim.

Liability to Guest Users and other consumers

If you are a Guest User or other consumer, we are only responsible for losses that are a reasonably foreseeable result of our breach of these Terms or our failure to use reasonable care and skill. We are not responsible for business losses.

Subject to the paragraph above, we are not responsible for losses arising from:

the condition, safety, legality, cleanliness, availability, accessibility, suitability, or security of a property;
the accuracy of property information, house rules, check-in details, local recommendations, or other content supplied by a Customer;
cancellations, refunds, rebookings, access problems, maintenance issues, utility outages, noise, neighbour issues, or other matters controlled by a Customer or another third party; or
a Customer's failure to respond appropriately to an issue, escalation, or emergency.

Customers are responsible for the property information, instructions, and operational decisions they choose to provide through the Service. We are not responsible to the extent a loss is caused by failures of mobile networks, internet access, devices, or third-party messaging channels outside our reasonable control or for inaccurate property content supplied by a Customer or for a Customer's failure to respond appropriately to an issue, escalation, or emergency.

The Service is intended to assist with property communications. It is not an emergency service and must not be relied on for medical, legal, financial, safety-critical, or other urgent assistance. In an emergency, contact local emergency services and the relevant property host or manager directly.

16. Changes to these Terms

We may update these Terms from time to time.

If we make a material change, we will take reasonable steps to notify Customers before the updated Terms take effect, such as by posting the updated Terms on our website, emailing the account owner, or showing an in-product notice.

If you continue to use the Service after the updated Terms take effect, you agree to the updated Terms. If you do not agree, you must stop using the Service and, if you are a Customer, cancel any paid subscription before the updated Terms take effect.

17. Governing law and disputes

These Terms and any non-contractual obligations arising out of or in connection with them are governed by the laws of England and Wales.

If you are a Customer acting in the course of business, the courts of England and Wales will have exclusive jurisdiction over any dispute arising out of or in connection with these Terms or service.

If you are a consumer, you may also have mandatory rights to bring a claim in the courts of the country where you live.

18. Contact details

If you have questions about these Terms, please contact us at info@letbloom.io.