Terms & Conditions

These Terms and Conditions (“Terms”) form a legally binding agreement between Wedosoft Org Technology SRL (“Company”, “we”, “us”, “our”) and you (“Host”, “you”, “your”). By creating an account, purchasing a subscription, or using the Service, you confirm that you have read, understood, and agree to be bound by these Terms.

Eligibility and authority

You must be at least 18 years old and have the legal capacity to enter into a contract. If you use the Service on behalf of a company or other legal entity, you represent that you have authority to bind that entity to these Terms.

Our services

The Service is a software platform that allows Hosts to configure and manage an AI voice assistant for short-term rental properties, including (where available) purchasing and using a dedicated phone number for guest calls.

“Service”

The Wlcome.ai software platform, website, dashboards, APIs, and related features that enable Hosts to configure and operate an AI voice assistant for a property, including telephony features where offered.

“Host” / “you”

The person or entity that creates an account and uses the Service for one or more properties, including any authorized users acting on the Host’s behalf.

“Property”

A short-term rental accommodation (or similar location) that the Host configures within the Service.

“Guest” / “Caller”

Any person who calls a phone number associated with a Property through the Service, including guests, prospective guests, or other callers.

“AI Assistant”

The automated voice assistant functionality provided through the Service that responds to calls and uses the Host’s configuration and instructions to generate responses.

“Host Content”

Information and materials provided by the Host through the Service, such as property details, rules, facilities, instructions, and other configuration content used to operate the AI Assistant.

“Dedicated Phone Number” / “Phone Number”

A telephone number provisioned for the Host (where available) for the purpose of receiving and handling calls for a Property through the Service.

“Subscription”

A paid plan (and any associated billing cycle) that grants access to certain Service features, such as telephony and a Dedicated Phone Number.

“Third-Party Services”

External services we use or make available in connection with the Service, such as payment processors, telephony providers, social login providers, hosting providers, and AI providers.

“Terms”

These Terms and Conditions, including any referenced policies or addenda that are incorporated by reference.

The Service provides an AI voice assistant that answers guest calls for a Host’s Property based on the Host Content and settings configured by the Host. The Service is designed to help Hosts provide practical assistance to their guests and manage common property-related questions.

Permitted scope

Hosts must use the Service only for legitimate guest-support purposes related to their Property (for example, check-in/out, house rules, facilities, directions, and urgent assistance). The AI Assistant is intended to focus on property-related topics and may refuse or ignore unrelated requests.

Prohibited content and conduct

Hosts must not use the Service to create, promote, or distribute unlawful, harmful, hateful, discriminatory, or harassing content, including racist or similar inappropriate descriptions or instructions. Hosts are responsible for ensuring that all Host Content and instructions comply with applicable laws and do not infringe the rights of others.

Enforcement

We may suspend or restrict access to the Service, disable features, or deactivate a Phone Number if we reasonably believe a Host has violated these Terms, used the Service for improper purposes, or engaged in abusive or inappropriate behavior.

For call-related processing performed through the Service, the Host generally acts as the data controller and we act as a data processor on the Host’s behalf. For our own account administration, billing, security, and compliance activities, we may act as a data controller. Details are described in our Privacy Policy.

Caller phone numbers and call handling

To provide the telephony feature, the Service processes call data and may store the caller’s phone number and basic call metadata (such as time and duration). The caller phone number is made available to the Host so the Host can respond to guest issues, follow up where appropriate, and address repeated or urgent requests.

Compliance notice for EU phone numbers

For Properties using an EU phone number, the Service plays a brief compliance notice at the beginning of calls to inform callers about the processing of caller phone numbers.

Accurate property location and compliance settings

Hosts must provide accurate property location and country information. If a Host misrepresents a Property’s location or other details in order to obtain different compliance behavior (including GDPR-related notices), the Host is solely responsible for any resulting non-compliance, claims, or penalties.

The AI Assistant generates responses automatically based on the Host Content, settings, and the caller’s questions. While we work to make the Service reliable and improve it over time, the AI Assistant may produce incomplete, inaccurate, or misleading output.

No guarantee of accuracy

We do not guarantee that the AI Assistant will always provide correct, complete, or up-to-date information. Hosts remain responsible for the accuracy of the information they provide in Host Content and for verifying important details communicated to guests.

Not professional or emergency services

The Service is not a substitute for professional advice or emergency services. Hosts should not rely on the AI Assistant for medical, legal, or safety-critical guidance, and should provide guests with appropriate emergency contacts and escalation paths.

Host responsibility for guest support

The Host is responsible for managing the guest experience and responding to urgent situations. The Service is a tool to assist the Host, not a replacement for the Host’s obligations to guests or compliance responsibilities.

Certain features (including a Dedicated Phone Number) require an active Subscription. Subscriptions are billed in advance on a recurring basis unless cancelled.

Country-based number assignment

When a Host starts a Subscription, we aim to provision a phone number from the same country as the Property for supported countries. If a local number is not available or the country is not supported, we may provision a US phone number instead.

Uniqueness per property

A Dedicated Phone Number is assigned for use with a specific Property. Phone number availability is not guaranteed and may change due to carrier or regulatory constraints.

Grace period and deallocation

If a Subscription is cancelled or payment fails, we may provide a grace period of up to one (1) month to restore service. After the grace period, the Dedicated Phone Number may be deallocated and may be reassigned for use by another property or customer. Once deallocated, we cannot guarantee recovery of the same number.

Suspension and number disabling

We may suspend a Subscription or disable a Dedicated Phone Number immediately if we reasonably believe there is misuse, prohibited content, unlawful activity, or other violations of these Terms or applicable law.

Hosts must use the Service responsibly and in compliance with these Terms, applicable laws, and any rules imposed by telecom providers. Hosts are responsible for their Property, their guest communications, and all Host Content submitted to the Service.

No unlawful, abusive, or discriminatory use

Hosts must not use the Service for unlawful purposes, harassment, threats, hate speech, discrimination, or any racist or similarly inappropriate content or instructions. Hosts must not attempt to circumvent safety controls or encourage the AI Assistant to engage in prohibited behavior.

Use only for guest support

Hosts must not use the Service for unrelated activities such as general marketing, political messaging, spamming, or other non-guest-support use cases. The Service is intended to help guests with property-related questions and issues.

Accurate information and compliance

Hosts must provide accurate information about the Property, including location and country, and must comply with any caller notices and legal requirements applicable to their Property and guests. Hosts are solely responsible for the consequences of providing false or misleading information (including to obtain different compliance behavior).

We may suspend, restrict, or terminate access to the Service (including disabling a Dedicated Phone Number) if we reasonably believe a Host has violated these Terms, misused the Service, or created risk to the Company, callers, guests, telecom providers, or third parties.

Examples of reasons for enforcement

Enforcement actions may be taken for reasons including: prohibited or discriminatory content; use outside the permitted scope; attempts to bypass safeguards; abusive calling patterns or misuse of telephony features; non-payment; or legal/compliance concerns.

Effect of termination

Upon termination or suspension, access to the Service may be limited or removed and the Dedicated Phone Number may be disabled or deallocated. Termination does not affect any accrued payment obligations and does not limit any rights or remedies available under law.

No obligation to provide service

We are not obligated to provide or continue providing Service to any Host and may refuse service where permitted by law, including to protect the integrity and safety of the platform.

Subscription fees (and any other charges displayed to you) are billed in advance on a recurring basis unless you cancel. Payments are processed through our payment provider (e.g., Stripe).

Authorization and billing cycle

By starting a Subscription, you authorize us (and our payment provider) to charge your selected payment method on a recurring basis until you cancel. You are responsible for keeping billing information up to date.

Taxes

Prices may not include applicable taxes. You are responsible for any taxes, duties, or similar governmental assessments associated with your purchase, except where we are required by law to collect them.

Refunds

Unless required by law or explicitly stated otherwise, fees are non-refundable and we do not provide prorated refunds for partial subscription periods. If you believe you were charged in error, please contact support and we will review the issue.

Non-payment

If payment fails or is reversed, we may suspend the Service, begin a grace period (if applicable), and/or deactivate the Dedicated Phone Number as described in these Terms.

We (and our licensors) own all rights, title, and interest in the Service, including all software, designs, and trademarks, except for Host Content provided by Hosts.

License to use the Service

Subject to these Terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Service for your internal business purposes for your Properties.

Host Content license

You retain ownership of your Host Content. You grant us a worldwide, non-exclusive license to host, use, process, transmit, and display Host Content solely to provide, operate, and improve the Service (including generating AI Assistant responses based on your instructions).

Restrictions

You must not copy, modify, reverse engineer, decompile, or attempt to extract source code from the Service, except to the extent permitted by law. You must not resell, sublicense, or make the Service available to third parties except as expressly permitted by these Terms.

The Service relies on Third-Party Services (such as telephony providers, AI providers, payment processors, social login providers, and hosting/infrastructure providers) to deliver certain features.

Third-party terms

Your use of Third-Party Services may be subject to the providers’ separate terms and policies. We do not control Third-Party Services and are not responsible for their acts or omissions.

Availability and changes

Third-Party Services may experience outages, impose technical limits, or change their features and policies. We may modify, suspend, or discontinue integrations or dependent features (including number availability in certain countries) where necessary to maintain the Service.

Payment processing

Payments are processed by our payment provider (e.g., Stripe). We do not store full payment card details. Transaction processing is subject to the payment provider’s terms.

We aim to provide a reliable Service, but we do not guarantee uninterrupted operation or that the Service will be error-free at all times.

Maintenance and updates

We may perform maintenance, updates, or changes that affect availability or functionality. We may also improve, modify, or discontinue parts of the Service, including supported countries, telephony features, and AI behavior, at any time.

No guaranteed uptime

Unless explicitly stated otherwise in writing, the Service is provided on an “as available” basis without guaranteed uptime, availability, or performance levels.

Feature limitations

Certain features may be subject to technical, regulatory, or provider limitations. Phone number availability and locality cannot be guaranteed and may vary by country and carrier.

To the maximum extent permitted by law, the Service is provided “as is” and “as available”. We disclaim all warranties of any kind, whether express, implied, or statutory, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Limitation of liability

To the maximum extent permitted by law, we will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, data, goodwill, or business opportunities, arising out of or related to the Service or these Terms, even if we have been advised of the possibility of such damages.

Liability cap

To the maximum extent permitted by law, our total liability for all claims arising out of or related to the Service or these Terms will not exceed the total amounts paid by you to us for the Service in the three (3) months immediately preceding the event giving rise to the claim.

Exceptions

Nothing in these Terms limits liability that cannot be limited under applicable law (for example, liability for intentional misconduct or fraud, where applicable).

You agree to defend, indemnify, and hold harmless Wedosoft Org Technology SRL and its affiliates, officers, directors, employees, and contractors from and against any claims, damages, liabilities, losses, and expenses (including reasonable attorneys’ fees) arising out of or related to:

(a) your use of the Service or your Property operations; (b) your Host Content (including rules, instructions, and descriptions); (c) your communications with guests/callers, including any call routing or call-back actions you take; (d) your violation of these Terms or applicable law; or (e) your failure to provide required notices or obtain required permissions/consents (including for caller phone number processing).

These Terms are governed by the laws of Romania, without regard to conflict of laws principles.

Courts and venue

Unless mandatory law provides otherwise, any dispute, claim, or controversy arising out of or relating to these Terms or the Service will be brought exclusively before the competent courts in Romania.

Injunctive relief

Nothing in these Terms prevents either party from seeking urgent injunctive or equitable relief where appropriate to protect its rights or property.

We may update these Terms from time to time. We will post the updated Terms and update the “Last Updated” date. Material changes may be communicated by reasonable means, such as email or an in-product notice.

Effective date

Changes become effective on the date stated in the updated Terms. By continuing to use the Service after changes take effect, you agree to the updated Terms.

We may provide notices and communications to you electronically, including via email, within the Service dashboard, or through other reasonable means. You agree that such electronic notices satisfy any legal communication requirements.

Support contact

For support questions, you can contact us at support@wlcome.ai. For contractual or legal notices, you may also contact us at our registered address listed in these Terms.

You may not assign or transfer these Terms or your rights and obligations under them without our prior written consent. We may assign these Terms (in whole or in part) in connection with a merger, acquisition, corporate reorganization, or sale of assets, or as otherwise permitted by law.

Entire agreement

These Terms, together with any policies or addenda referenced (including the Privacy Policy, Cookie Policy, and any data processing terms), constitute the entire agreement between you and us regarding the Service and supersede any prior agreements or understandings.

Severability

If any provision of these Terms is held invalid or unenforceable, the remaining provisions will remain in full force and effect.

No waiver

Our failure to enforce any provision of these Terms is not a waiver of our right to enforce it later.

The Service and any Dedicated Phone Number are not intended for, and must not be used as, an emergency calling service. The AI Assistant is not a replacement for emergency services and may be unavailable, delayed, or inaccurate.

No access to emergency services

Hosts and callers must not rely on the Service to contact emergency responders. If an emergency occurs, callers should contact local emergency services directly using the appropriate emergency number (such as 112 in the EU or 911 in the US).

Host responsibility

Hosts are responsible for providing guests with appropriate emergency instructions and contact information for their Property.

Telephony features are subject to carrier, regulatory, and provider requirements. You agree to use telephony features only in compliance with applicable laws, regulations, and telecom provider policies.

Prohibited telephony use

You must not use the Service for spam, harassment, unlawful robocalls, caller ID spoofing, deceptive practices, or any unlawful interception/recording of communications. You must not attempt to bypass telephony safeguards or restrictions.

Number availability and reclaim

Phone numbers are provisioned through third-party providers and may be limited by availability, geography, and regulatory constraints. In some cases, providers or regulators may require numbers to be changed, suspended, or reclaimed. We will use reasonable efforts to support you, but we cannot guarantee permanent availability of any specific number.

If you cancel your Subscription or your account is terminated, access to paid features (including the Dedicated Phone Number) may end as described in these Terms.

Configuration data

We may retain your account and Property/assistant configuration for a limited period after termination to allow account recovery, handle billing issues, resolve disputes, and comply with legal obligations, after which we may delete or anonymize it in accordance with our Privacy Policy.

Call data

Caller phone numbers and call metadata (where collected) are retained for limited periods and handled in accordance with our Privacy Policy and the Host’s controller responsibilities.

We will not be liable for any delay or failure to perform resulting from causes beyond our reasonable control, including internet or network failures, provider outages, power failures, regulatory changes, labor disputes, acts of government, natural disasters, or other events of force majeure.