Terms of Service

1. The Service

ConcierBot is a software-as-a-service (SaaS) AI concierge for lodging operators. From a property address and website URL, the Service automatically generates a guest-facing mobile guide page, QR codes, an AI chat assistant, nearby-place information, and multilingual guides.

The Service is provided on a business-to-business basis to lodging operators and property managers. It is not intended for consumers acting outside a trade or profession.

2. Accounts and registration

1. To use the Service you must register an account using the method we designate. You must provide accurate and current information and keep it up to date.
2. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. Notify us promptly of any unauthorized use.
3. We may refuse or revoke registration, without obligation to disclose our reasons, including where:
   • the information provided is false, inaccurate, or incomplete;
   • you have previously breached these Terms; or
   • we otherwise reasonably determine that registration is not appropriate.
4. You must be able to form a legally binding contract to use the Service.

3. Fees, billing, renewal, and cancellation

1. Fees are set out in the pricing plan you select. Paid plans are billed in advance. Prices may be shown in Japanese yen (JPY) or, for international customers, in US dollars (USD); the currency actually charged is confirmed at checkout.
2. Paid plans may include a free trial (currently 14 days). A payment method is required to start a trial. If you do not cancel before the trial ends, the plan converts to a paid subscription and the first charge is applied.
3. Subscriptions renew automatically for successive periods (monthly or annual, as selected) until cancelled. You may cancel at any time; cancellation takes effect at the end of the then-current billing period, and you retain access until that date.
4. Except where required by applicable law, fees are non-refundable and we do not provide refunds or credits for partial periods, unused features, or downgrades.
5. Fees are exclusive of taxes. You are responsible for all applicable taxes, duties, and levies, excluding taxes on our net income. For business customers in jurisdictions operating a reverse-charge mechanism (for example, EU VAT on cross-border B2B digital services), you are responsible for self-accounting for such tax where required, and must provide a valid VAT/Tax ID on request.
6. If a payment fails or is overdue, we may suspend the Service until payment is made. Overdue amounts may accrue interest at the lower of 14.6% per annum or the maximum rate permitted by law.
7. We may change plans and pricing on at least 30 days’ notice; changes take effect at your next renewal.
8. If you use guest commerce, ConcierBot will collect a sales commission from each completed guest sale at the rate for your plan: Free 8%, Starter 5%, Growth 3%, Professional 2%, and Enterprise 2%. Stripe payment-processing fees and payout fees are charged by Stripe and are your responsibility; they are not included in, or paid by ConcierBot from, the sales commission.
9. For a full refund of a guest sale, the related sales commission is refunded in full. For a partial refund, the related sales commission is refunded on a pro rata basis corresponding to the refunded amount.

4. Acceptable use

You must not, and must not permit others to:

1. use the Service in violation of any applicable law or public order;
2. use the Service in connection with any criminal activity;
3. impose an unreasonable or disproportionate load on our infrastructure, or abuse our APIs by sending excessive requests;
4. interfere with or disrupt the operation of the Service;
5. collect or harvest other users’ information without authorization, or impersonate any person or entity;
6. reverse engineer, decompile, or disassemble the Service, except to the extent this restriction is prohibited by applicable law;
7. infringe our or any third party’s intellectual property or other rights;
8. use the Service to distribute false or misleading information; or
9. engage in any other conduct we reasonably deem inappropriate.

5. Customer data, guest data, and data protection roles

1. “Customer Data” means content and data you submit to the Service, including property information and data relating to your guests processed through the Service (such as chat inputs and access logs).
2. As between the parties, you retain all rights to Customer Data. You grant us a worldwide, non-exclusive license to host, process, and use Customer Data to the extent necessary to provide, secure, and improve the Service.
3. For personal data of your guests, you act as the data controller and ConcierBot acts as your data processor, processing such data on your documented instructions. Our Data Processing Agreement (DPA), including EU Standard Contractual Clauses where applicable, is published at concierbot.com/dpa, forms part of these Terms, and a countersigned copy is available on request.
4. You are responsible for providing any notices to, and obtaining any consents from, your guests required for the processing carried out through the Service.
5. We use subprocessors to deliver the Service (including AI/LLM providers, payment processing, and hosting). A current list of subprocessors is available on request, and we will give notice of material changes.

6. Intellectual property

1. All intellectual property rights in and to the Service belong to ConcierBot or its licensors. Except for the rights expressly granted here, no rights are transferred to you.
2. Content automatically generated by the Service for your property (such as place descriptions, guides, and translations) may be used freely by you within your use of the Service.

7. AI-generated content

The Service uses AI to generate descriptions, guides, translations, and chat responses. AI output can be inaccurate, incomplete, or out of date. We do not warrant the accuracy of AI-generated content. You are responsible for reviewing AI-generated content before relying on or publishing it, particularly information that affects guest safety, pricing, accessibility, or legal compliance.

8. Availability, changes, and suspension

1. We may modify, add, or remove features of the Service. We aim to provide reliable availability but, unless a separate service-level agreement is signed, the Service is provided without a guaranteed uptime commitment.
2. We may temporarily suspend all or part of the Service where:
   • we carry out maintenance, inspection, or updates;
   • provision becomes difficult due to force majeure such as earthquake, fire, or power failure; or
   • we otherwise reasonably determine that suspension is necessary.
3. We will use reasonable efforts to give advance notice of planned maintenance that materially affects the Service.

9. Disclaimer of warranties

To the maximum extent permitted by law, the Service is provided “as is” and “as available”, without warranties of any kind, whether express or implied, including any implied warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, reliability, or that the Service will be uninterrupted or error-free.

10. Limitation of liability

1. To the maximum extent permitted by law, we are not liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, or goodwill, arising out of or relating to the Service.
2. Our total aggregate liability arising out of or relating to the Service is limited to the total fees you paid to us in the twelve (12) months preceding the event giving rise to the claim.
3. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.
4. We are not liable for damages caused by force majeure, including natural disaster, war, terrorism, riot, changes in law, governmental order, or failure of communication lines.

11. Indemnification

You will defend, indemnify, and hold us harmless from and against claims, damages, and reasonable costs (including legal fees) arising from your Customer Data, your use of the Service in breach of these Terms, or your violation of applicable law or third-party rights.

12. Confidentiality

Each party may receive non-public information of the other. The receiving party will use such information only to perform under these Terms and will protect it with reasonable care, except where disclosure is required by law.

13. Term and termination

1. These Terms apply while you use the Service. You may stop using the Service and cancel your subscription at any time as described in Section 3.
2. We may suspend or terminate your access if you materially breach these Terms and, where the breach is capable of cure, fail to cure it within a reasonable period after notice.
3. We may discontinue the Service in whole on at least 30 days’ notice. On termination, your right to use the Service ends; sections that by their nature should survive (including fees accrued, intellectual property, disclaimers, limitation of liability, and governing law) will survive.

14. Changes to these Terms

We may update these Terms. For material changes, we will provide reasonable advance notice (at least 30 days where practicable) by email or through the Service. Your continued use after the effective date constitutes acceptance of the updated Terms.

15. Governing law and jurisdiction

1. These Terms are governed by and construed in accordance with the laws of Japan.
2. The Tokyo District Court has exclusive jurisdiction as the court of first instance for any dispute arising out of or relating to the Service, subject to any mandatory consumer-protection rules that cannot be contractually waived.

16. Contact

Questions about these Terms can be sent to contact@concierbot.com.