Terms of Service — FrontDesk24

These Terms of Service ("Terms") govern your use of FrontDesk24 ("the Service"), operated by FrontDesk24, Inc. at frontdesk24.us. By creating an account, deploying a kiosk, or otherwise using the Service, you agree to these Terms.

1. Service Description

FrontDesk24 is an autonomous, AI-powered hotel front desk agent. The Service includes:

Kiosk software for guided check-in, check-out, and folio management
Voice agent (default: xAI Grok realtime voice; provider configurable where enabled)
SMS, phone (Twilio), and chat channels
Card-present payment processing integration
Key card encoding integration (ASSA ABLOY, Dormakaba, Salto)
Property Management System (PMS) adapters
Multi-property fleet dashboard and admin PWA
Hash-chained kiosk behavior trace and append-only PMS audit records
Operator support per plan tier

2. Account Registration

You must provide a valid business email address to create an operator account.
You are responsible for maintaining the confidentiality of your account credentials and supervisor PINs.
You must be at least 18 years old and authorized to bind your business to these Terms.
One operating entity per account. Multi-property operators should use the Pro or Enterprise tier rather than maintaining unrelated Starter accounts.

3. Acceptable Use

You agree not to use FrontDesk24 to:

Collect, process, or retain guest data beyond what is necessary to fulfill a legitimate hotel booking
Impersonate guests, staff, or other operators
Bypass, disable, or circumvent security gates (pre-auth, ID verification, supervisor PIN, capability checks)
Tamper with audit records or attempt to forge trace entries
Operate the Service in violation of applicable law, including hospitality regulations, data protection law (GDPR, CCPA, PIPEDA, etc.), recording-disclosure law, or anti-discrimination law
Use the Service for purposes outside of hotel front desk operation (e.g. residential property access, healthcare admissions, identity verification for unrelated services)
Reverse-engineer, decompile, or attempt to extract the agent's prompts or proprietary policies
Resell, sublicense, or white-label the Service without a written reseller agreement
Circumvent plan limits, license counts, or rate limits through technical means

We reserve the right to suspend or terminate accounts that violate these terms, with notice when reasonable and immediately when guest safety, payment integrity, or audit integrity is at risk.

4. Plans and Billing

Tiers

Starter — $11/room/mo. 1-40 rooms, $299 monthly minimum, FD24-PMS, kiosk bridge, offline queue, audit trail, and 1,500 included AI voice minutes.
Pro — $9/room/mo. 41-150 rooms, $599 monthly minimum, full AI operations, priority support, and 5,000 included AI voice minutes.
Enterprise — $7.50/room/mo. 151+ rooms or groups, $999 monthly minimum, high-volume voice options, custom integrations, and dedicated implementation support.

Billing Mechanics

Subscriptions are billed monthly via Stripe unless your order form says otherwise. Annual plans receive 18% off and waive the $499 setup fee.
You may cancel at any time through the admin dashboard or by emailing [email protected].
Cancellations take effect at the end of the current billing period — no partial-month refunds.
If payment fails, your account is marked "past due." We will give reasonable notice before degrading or suspending service.
Hardware (kiosk chassis, payment terminal, ID scanner, etc.) is sold at cost and is non-refundable after install.
Payment processor, lock-system, telephony, and third-party PMS fees may still be billed by those providers directly. Included AI voice capacity is governed by the plan and fair-use policy; sustained always-on usage may require a high-volume voice plan.

Plan Limits

Each tier has defined limits on properties, kiosks per property, and adapter counts. Exceeding these limits will prompt an upgrade — we will not silently fail bookings. If you anticipate growth, talk to us before you hit a limit and we'll pre-provision capacity.

5. Service Operation

The agent makes decisions according to the policies and prompts you configure. You are responsible for reviewing and approving the agent's behavior before deployment.
Kiosk behavior events are recorded in a per-session hash-chained trace, and PMS financial/night-audit records are kept append-only where supported. You retain ownership of and access to your operational records.
You retain full ownership of your guest data, property data, configuration, and any custom prompts you author.
For guest data, you act as the data controller; FrontDesk24 acts as your data processor. See the Privacy Policy for details.

6. Recording, AI Disclosure, and Notice

You are responsible for posting clear, conspicuous notice at the kiosk and within voice/phone interactions that:

The interaction involves an AI agent
The session may be recorded for audit and quality purposes
The guest can request escalation to human staff at any time

We provide template notices in multiple languages. Deploying them in compliance with the recording, two-party consent, and AI-disclosure laws of the jurisdiction where the property operates is your responsibility.

7. Service Availability

The Service is provided on an "as is" and "as available" basis.
We strive for high availability and provide failover and recovery procedures, but we do not guarantee 100% uptime.
Service availability depends in part on third-party providers (PMS, payment terminals, lock systems, telephony, LLM providers) outside our control.
We will make reasonable efforts to notify operators of planned maintenance.

8. Limitation of Liability

To the maximum extent permitted by law:

FrontDesk24 is not liable for failures, delays, or errors caused by third-party PMS, payment, lock, telephony, or LLM providers.
FrontDesk24 is not liable for any indirect, incidental, special, consequential, or punitive damages — including lost revenue, lost bookings, or reputational harm — arising from your use of the Service.
Our total liability for any claim related to the Service is limited to the amount you paid us in the 12 months preceding the claim.
Nothing in these Terms limits liability for fraud, willful misconduct, or any liability that cannot be limited by applicable law.

9. Account Termination

By you: cancel through the admin dashboard or by emailing [email protected]. Account deletion permanently removes your operator data per the Privacy Policy.
By us: we may suspend or terminate accounts that violate these Terms, engage in abuse or fraud, or fail to pay after reasonable notice.
Upon termination, you remain responsible for fees accrued through the end of the current billing period.
Operational records stored on-property remain in your possession; cloud-archived records will be made available for export for 30 days post-termination.

10. Intellectual Property

The FrontDesk24 name, logo, software, kiosk firmware, agent prompts, and policies are our property.
You retain full ownership of your guest data, property data, configuration, custom prompts, and any media you supply (e.g. property branding assets).
We claim no rights over guest interactions, recordings, or transcripts — those belong to the operating property, subject to applicable law.

11. Indemnification

You agree to indemnify and hold FrontDesk24, Inc., its officers, directors, and employees harmless from any claims, damages, or expenses (including reasonable legal fees) arising from your use of the Service, your violation of these Terms, your violation of any law, or your violation of the rights of any guest or third party.

12. Governing Law

These Terms are governed by the laws of the State of Washington, United States, without regard to conflict-of-law principles. Any disputes will be resolved in the state or federal courts located in Clark County, Washington, and you consent to the personal jurisdiction of those courts.

13. Changes to These Terms

We may update these Terms from time to time. Material changes will be communicated by updating the "Last updated" date at the top of this page and, where appropriate, by emailing operators directly. Continued use of the Service after the effective date of changes constitutes acceptance.

14. Contact

For questions about these Terms or to request a Master Services Agreement: [email protected].