Terms of Service

These Terms form a legally binding agreement between you (“you”, “Owner”) and InnKite, a sole proprietorship operated by Darren Chapman (“InnKite”, “we”, “us”, “our”). If you do not agree to these Terms, you must not use the service. If you are accepting on behalf of an organisation, you represent that you have the authority to bind that organisation.

You also acknowledge that you have read and understood our Privacy Policy, which describes how we process personal information of your guests and your account.

• Service: the InnKite platform, including the owner dashboard, knowledge ingestion, AI chat widget, QR code generation, alerting, and related APIs.
• Owner: the individual or entity that creates an InnKite account and operates one or more properties through the dashboard.
• Guest: any person who scans a QR code and interacts with the chat widget. Guests are not required to register. The chat is powered by artificial intelligence: messages are logged (subject to the Owner’s retention window) and processed by an AI model (Mistral AI) to generate a reply. By sending a message in the chat widget, a guest confirms that they understand this and agrees to these Terms and the Privacy Policy; the notice in the widget states this and links to both documents.
• Property: a physical location (hotel, guesthouse, apartment, lodge, etc.) for which the Owner configures the AI concierge.
• Knowledge Document: any file, text, or FAQ the Owner uploads to customise the assistant’s responses.
• Plan: the subscription tier (Free Trial, Starter, Starter + Languages, Pro, or Scale) that determines available features, limits, and pricing.

You must be at least 18 years old to create an account. You agree to provide accurate and complete information during sign-up and to keep your credentials secure. You are solely responsible for all activity under your account.

The first account created for a given email address owns exactly one tenant. Multi-user access within a single tenant is not currently supported. You may not share your account credentials with third parties.

New accounts are granted a one-time 14-day free trial. The trial is deliberately limited: one property, 100 guest messages per month, 7-day conversation history, and email alerts. Features reserved for paid plans (Telegram alerts, custom guest branding, multi-language replies, knowledge-gap push, and advanced analytics) are not included. No payment information is required to start.

The free trial is offered once per person and per email address. When it ends, your guest chat is turned off and your account moves to an inactive state until you subscribe to a paid plan. Your data and settings are retained so you can subscribe later. A warning email is sent three days before the trial ends.

You may subscribe to Starter, Starter + Languages, Pro, or Scale at any time. To enforce the one-time rule we keep a record of the email addresses that have already used a free trial. We reserve the right to limit trial accounts per organisation or IP address to prevent abuse.

The following paid plans are available. All prices are in South African Rand (ZAR) and, once card payments are enabled, are billed monthly in advance via our payment partner.

Invite-only beta. During the invite-only beta we do not take card payments and no payment provider is connected. Plan changes and the purchase of prepaid message credits are disabled. If your free trial ends during the beta, your guest chat is paused until card payments become available; we will email you when they are, and your data is kept. Once payments are live, the recurring billing terms below apply.

• Starter (R399/month). Two properties sharing a pooled allowance of 10,000 guest messages per month (5,000 per property), 30-day conversation retention, standard chat widget, QR code generation, one-click FAQ publishing from knowledge gaps, email alerts, and English-language replies only.
• Starter + Languages (R499/month). Everything in Starter, plus guests can ask and receive answers in their own language. Two properties sharing a pooled allowance of 10,000 guest messages per month (5,000 per property).
• Pro (R999/month). Up to five properties sharing a pooled allowance of 25,000 guest messages per month (5,000 per property), 90-day retention, multilingual replies, Telegram alerts (urgent & informational), knowledge-gap push notifications, one-click FAQ publishing, and custom guest PWA branding.
• Scale (R2,499/month). Up to 20 properties sharing a pooled allowance of 100,000 guest messages per month (5,000 per property), 365-day retention, all Pro features, and priority support response times.
• Custom pricing. For portfolios larger than 20 properties or with higher message volume, contact us for tailored pricing.

Monthly allowances pool 5,000 messages per property across all properties on your plan. The daily spend ceiling pools the same way: the plan’s daily per-property rate times your property count.

Invoices are issued automatically upon successful payment. You may change or cancel your plan at any time through the billing settings in the dashboard. See sections 6 and 14 for details.

We may adjust plan prices with at least 30 days’ written notice by email. Price changes take effect on your next billing date after the notice period.

Prepaid message credits. If you exceed your plan’s included monthly or daily message allowance, you may buy a prepaid credit pack: 2,000 messages for R99, 5,000 messages for R199, or 15,000 messages for R499. Credits never expire and are drawn one per message only after the included allowance is spent. Credits are granted only on a confirmed payment; buying is disabled until card payments are enabled.

Upgrades take effect immediately. You are charged the prorated difference for the remainder of the current billing period.

Downgrades are scheduled for the end of your current billing period. The change remains pending until that date, and you retain access to your current plan’s features in the meantime.

Hibernation (R99/month) keeps your data and settings intact but disables the guest-facing chat widget. This is useful for seasonal properties. You may reactivate at any time by upgrading to a paid plan.

You agree not to publish, upload, link to, or otherwise make available through the service, or to use the service for, any of the following:

• Any unlawful purpose, or any purpose that violates applicable law, including POPIA, GDPR, and consumer protection legislation.
• Content that is sexually explicit, pornographic, or obscene.
• Content that promotes, depicts, or incites violence, terrorism, hatred, harassment, or discrimination.
• Content that is defamatory, fraudulent, or otherwise harmful, or that infringes the intellectual property or other rights of any third party, including knowledge documents that contain copyrighted material you do not have the right to use.
• Links to any of the content described above, or to any malicious, phishing, fraudulent, or unlawful destination.
• Personal information of children under 18, unless you implement your own POPIA-compliant consent flow.
• Reselling or sublicensing access to the service without our prior written consent.
• Attempting to access, reverse-engineer, or disrupt the service, its APIs, or its infrastructure.

This list is illustrative, not exhaustive. You may not use the service to make available any content or materials that are unlawful, or that fall within any category of content usually disallowed on public platforms, whether or not they are listed above.

Violations may result in immediate suspension or termination of your account without refund. We may also remove or disable access to any content that we believe violates this section.

Messages sent by guests are processed by third-party large language model providers as described in our Privacy Policy. Our current inference provider is Mistral AI, which is based in France and runs inference in the European Union; the provider is disclosed in the Privacy Policy and may change with notice under section 17. Guest messages are logged and stored in your conversation history for your plan’s retention window (see section 5). You acknowledge that the PII scrubber applied before model calls is best-effort and does not guarantee that all personal information is redacted.

Your authorisation: by connecting a property, publishing a QR code, or enabling the bot for guests, you instruct and authorise InnKite and its AI sub-processors, including Mistral AI, to process guest messages and related content on your behalf solely to answer guest questions about your property, and you confirm you have the authority to give that instruction as the controller of your guests’ personal information. You are responsible for informing guests, through the chat widget notice and your own channels, that they are interacting with an AI assistant, that their messages are logged and processed by an AI model, and that they should not send personal information they do not want processed by a third-party provider.

Emergency alerts: when a guest message indicates an emergency, the full message text, including any contact details, name, or location it contains, is forwarded to you via Telegram without PII scrubbing. This is deliberate: redaction could remove the details you need to respond, such as a callback number or where on the property the incident is. Telegram is a third-party processor, and this forwarding is disclosed to guests in the chat widget notice and in the Privacy Policy (section 10). You are responsible for handling these alerts lawfully, including deleting them when they are no longer needed. Emergency forwarding does not make InnKite an emergency service; see section 19.

You are the controller of your guests’ personal information. You are responsible for informing guests that they are interacting with an AI assistant and for honouring their data subject requests (access, deletion, export) through the tools provided in the dashboard.

You retain all rights to the knowledge documents, FAQs, and property information you upload. By uploading, you grant InnKite a non-exclusive, royalty-free licence to process, store, and use that content solely for the purpose of operating the service for your property.

You represent and warrant that your content does not infringe the intellectual property rights of any third party and that you have all necessary permissions to use it in connection with the service.

We reserve the right to remove or disable access to content that we believe, in our sole discretion, violates these Terms or is otherwise harmful.

The InnKite platform, including its software, design, branding, QR code generation system, dashboard, and documentation, is the intellectual property of Darren Chapman and is protected by applicable copyright, trademark, and patent laws.

Generated QR codes that link to InnKite-hosted chat widgets are licensed to you for the duration of your subscription. You may print and display these QR codes on physical media at your properties. You may not modify the encoded URL or use the QR codes for any purpose other than directing guests to the InnKite service.

We strive to maintain high availability but do not guarantee uninterrupted service. The service may be temporarily unavailable due to scheduled maintenance, infrastructure updates, or events outside our control (including third-party LLM provider outages).

We aim to provide at least 48 hours’ notice for scheduled maintenance that may affect guest-facing functionality. We are not liable for downtime caused by third-party providers.

The service is provided “as is” and “as available” without warranties of any kind, express or implied, including fitness for a particular purpose or non-infringement.

AI-generated responses may be inaccurate, incomplete, or misleading. You are responsible for reviewing and curating the knowledge base that informs the assistant. InnKite is not liable for any loss or damage arising from a guest acting on AI-generated information.

To the maximum extent permitted by law, InnKite’s total aggregate liability for any claim arising out of or relating to these Terms or the service shall not exceed the amount you paid to InnKite in the three months preceding the event giving rise to the claim.

InnKite is not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, data, or business opportunity.

Nothing in this section excludes or limits liability that cannot lawfully be excluded or limited, including liability under the Consumer Protection Act 68 of 2008 for gross negligence or for harm to a consumer. The limitations above apply to the maximum extent permitted by law.

You agree to indemnify and hold harmless InnKite, its officers, directors, employees, and contractors from any claims, damages, losses, or expenses (including legal fees) arising out of your use of the service, your violation of these Terms, or your infringement of any third-party rights, including your guests’ data protection rights under POPIA or GDPR.

You may cancel your subscription at any time from the billing settings page. Cancellation disables the guest chat widget and schedules your account for deletion after a grace period during which you may export your data (see section 15).

We may suspend or terminate your account immediately for any breach or infringement of these Terms, including a breach of section 7 (Acceptable use) or section 9 (Owner content), if your account poses a security risk, or if required by law.

Upon termination, all persistent data associated with your tenant is permanently deleted in accordance with the retention schedule in our Privacy Policy, except where retention is required by law.

When you cancel your subscription, you may request a full data export from the billing settings page. The export includes your properties, rooms, knowledge documents, and conversation history (subject to your plan’s retention window). The export is delivered as a downloadable archive within 48 hours of the request.

After the grace period expires, your data is permanently deleted and cannot be recovered.

InnKite complies with the Protection of Personal Information Act 4 of 2013 (POPIA) and, where applicable, the EU General Data Protection Regulation (GDPR). You are the responsible party (controller) for personal information collected from your guests and must comply with your own obligations under these laws.

InnKite acts as a processor on your behalf. Our obligations as a processor are described in the Privacy Policy. You must acknowledge the Privacy Policy before your property can go live.

International transfers of personal information to LLM providers and cloud infrastructure are made under the conditions described in sections 5 and 6 of the Privacy Policy.

We may update these Terms from time to time. Material changes are announced by email at least 14 days before they take effect. The effective date at the top of this page reflects the current version.

Continued use of the service after the effective date of any change constitutes acceptance of the updated Terms. If you do not agree to the changes, you may cancel your subscription as described in section 14.

These Terms are governed by the laws of the Republic of South Africa. Any dispute arising out of or relating to these Terms shall first be attempted to be resolved through good-faith negotiation.

If negotiation fails, the dispute shall be referred to arbitration under the rules of the Arbitration Foundation of South Africa (AFSA), conducted in Cape Town, in English. The arbitrator’s award shall be final and binding.

InnKite is not an emergency, security, or medical service. The assistant is a convenience tool that answers questions about the property from the knowledge base you upload. It is not monitored by a human, it does not dispatch help, and it must not be relied on in an emergency.

Guests must call the relevant emergency number directly, for example 10111 for the police or 112 from a mobile phone, and contact you through the contact details you publish. The emergency forwarding described in section 8 is a best-effort notification to you and does not replace emergency services. It can be delayed or fail, and you must not treat delivery of an alert as confirmation that anyone is responding.

You are responsible for publishing accurate emergency contacts for your property and for displaying the correct emergency numbers where guests can find them.

If you are a consumer within the meaning of the Consumer Protection Act 68 of 2008, you have the right to cancel this agreement without penalty and without giving a reason within five business days of the later of the date you accepted these Terms and the date you first received the service. This is the cooling-off right under section 20 of that Act and section 44 of the Electronic Communications and Transactions Act 25 of 2002.

To cancel, email legal@innkite.com within the five-business-day window. We will refund any amount you paid for the service and cancel your subscription. This right is in addition to, and does not replace, your right to cancel under section 14 at any time.

If you accept these Terms on behalf of a business, you confirm you are not acting as a consumer for the purpose of this section.

These disclosures are made under section 43 of the Electronic Communications and Transactions Act 25 of 2002.

• Full name and legal status: InnKite is the trading name of Darren Chapman, operating as a sole proprietorship in the Republic of South Africa.
• Registration number: none. InnKite is not a registered company.
• Physical address: TBC.
• Website: innkite.com.
• Email: legal@innkite.com.
• Membership: InnKite is not a member of any professional or regulatory body that applies to this service.
• Governing law: the Republic of South Africa (section 18).
• Payment and currency: all prices are in South African Rand and are billed through our payment partner as set out in section 5.
• Complaints: email legal@innkite.com. We respond within 10 business days.

Questions about these Terms should be sent to legal@innkite.com. For privacy or data subject requests, contact the Information Officer at privacy@innkite.com.