Terms of Service.

1. Who we are and what these terms cover

Hotelhand is operated by MARK Inc Ltd, 11 Akad. Zhak Natan Street, 1700 Sofia, Bulgaria, company number 206058140 (“we”, “us”). These terms govern the free AI Visibility Check, the Club membership, the Setup service and the Managed service (together, the “Services”) ordered through hotelhand.ai or by email. By ordering, you accept them. If you order for a business, you confirm you are authorised to bind it.

2. The Services

Free AI Visibility Check. A one-time report on how AI assistants answer about your property, delivered by email within 24 hours of the request on working days. It is provided free of charge and without warranty as to completeness; the assistants’ answers change over time.

Club. A monthly or yearly membership giving access to lessons, templates, automations, a weekly briefing and a community hosted on a third-party platform (Skool). Access is personal to the member and may not be shared. Content may be updated or replaced; we do not promise that any specific lesson or template remains available.

Setup. A one-time service in which we configure AI-assisted drafting for guest communication, review replies, a weekly owner report and the further items listed on the pricing page, inside your own accounts and tools, within 14 days for hotels and 7 days for holiday rentals from the day we receive your completed questionnaire and the access we need. Delays caused by missing information or access extend the period accordingly.

Managed. A monthly service after Setup: maintenance of the configured automations, up to two change requests per month, a monthly numbers-and-visibility report, a quarterly written review and support with same-day response on working days. Club membership is included.

3. What you need to provide

Your own subscription to an AI provider (for example OpenAI or Anthropic) on terms you accept with that provider; access to the mailbox, booking system and review profiles you want connected; the questionnaire; and a person who reviews and approves drafts. The Services draft; they do not send guest communication without your approval unless you expressly configure otherwise.

4. Prices and payment

Prices are shown on the pricing page in euro excluding VAT; US-dollar prices are for convenience and may differ with exchange rates. VAT is charged where required by law: EU businesses with a valid VAT number are invoiced under the reverse-charge mechanism; consumers in the EU pay the VAT rate of their country. Payment is by card through Stripe or by bank transfer against an invoice, before the service starts. Setup may be paid in two instalments as stated on the pricing page; the second instalment is due before the hand-over. Memberships and Managed renew automatically each month or year until cancelled.

5. Cancellation and refunds

Club and Managed can be cancelled at any time for the next billing period from your account or by email; the current period is not refunded. Setup is covered by the 30-day fix-it guarantee described in our refund policy. If you are a consumer in the EU, you have a 14-day right of withdrawal from a distance contract; by asking us to start a service within those 14 days you agree that the right lapses once the service has been fully performed and that you owe a proportionate amount for what was performed before withdrawal.

6. Your content and data

You remain the owner of your content, your accounts and your guests’ data. We process guest data only on your documented instructions under a data processing agreement signed before any access; see the privacy notice. You are responsible for the lawful collection of the data you give us access to and for what you approve and send.

7. Our content

Lessons, templates, prompts, checklists and other material we provide are licensed to you for use in the properties you operate. They may not be resold, published or used to build a competing service. Drafts created for you are yours.

8. Acceptable use

You will not use the Services to send unsolicited messages, to post reviews you did not receive, to mislead guests, or in breach of the terms of the platforms we connect to. We may suspend a service used in that way.

9. Warranties and liability

We perform the Services with reasonable skill and care. AI-generated drafts can contain errors; you review them before anything is sent. We are not liable for decisions taken on the basis of reports or drafts, for the availability or changes of third-party platforms, or for indirect losses, loss of profit or loss of bookings. Our total liability for a service is limited to the amount you paid for it in the twelve months before the claim. Nothing in these terms limits liability that cannot be limited by law.

10. Changes, law and disputes

We may change these terms with 30 days’ notice by email; if you do not accept a change you may cancel before it takes effect. Bulgarian law applies, without prejudice to mandatory consumer protection of your country of residence. Disputes are brought before the courts of Sofia, Bulgaria, unless mandatory law provides otherwise. Contact: [email protected].