Sell.
Your AI sales team, working 24/7
Serve.
Operations & Hospitality Layer
Scale.
Growth & Marketing Suite
And More
Than You Expect
Your AI sales team, working 24/7
Operations & Hospitality Layer
Growth & Marketing Suite
Than You Expect
HotPilot LTD.
Last updated: 9 September 2026
Please read these Terms and Conditions ("Terms") carefully before using the HotPilot platform. These Terms form a binding legal agreement between HotPilot LTD. (a private limited company registered in the Republic of Bulgaria, UIC 208812339, with registered seat at bl. 64, ent. В, fl. 3, ap. 44, Lev Tolstoy, Sofia, Bulgaria, hereinafter "HotPilot", "we", "us" or "our") and you, the business or legal entity using the Services (hereinafter "Client", "you" or "your").
By creating an account, signing an order form, or using any part of the Services, you acknowledge that you have read, understood, and agree to be bound by these Terms together with our Privacy Policy, Cookies Policy, Acceptable Use Policy, Data Processing Agreement (DPA), and the Pricing and Plans page published on https://hotpilot,ai (collectively, the "Agreement"). If you do not agree, you must not use the Services.
"Services" means the HotPilot software-as-a-service platform, including its booking engine, property and channel management modules, AI-powered guest communication, AI hotel management assistant, automation flows, CRM, marketing tools, integrations, websites, APIs, mobile applications, documentation, and any related onboarding, support and professional services.
"Account" means the credentials and workspace through which the Client accesses the Services.
"Authorised Users" means employees, contractors, or agents authorised by the Client to use the Services on the Client's behalf.
"Guest" means any end-user, traveller, or third party who interacts with the Client through, or as a result of, the Services.
"Booking" means any reservation of accommodation, ancillary service, or upsell, generated, processed, modified, or recorded through the Services. For the purposes of calculating the performance-based commission, Bookings are taken into account as set out in Section 8.6 (Commission Base, Cancellations and Refunds).
"Cancelled Booking" means a Booking that is cancelled by the Guest or the Client, or recorded as a no-show, in each case as recorded in the Services.
"Retained Amount" means any amount which the Client charges to, or retains from, a Guest in connection with a Cancelled Booking, including cancellation fees, no-show charges, non-refundable prepayments, and deposits not returned to the Guest.
"Commissionable Booking Volume" means the booking volume forming the base of the performance-based commission for a billing period, calculated in accordance with Section 8.6.
"AI Output" means any text, recommendation, response, summary, classification, or other content generated by the artificial intelligence and automation features of the Services.
"Client Data" means all data, content, information, and materials uploaded, transmitted, generated, or otherwise made available to HotPilot by or on behalf of the Client or its Authorised Users or Guests.
"Pricing Page" means the then-current Pricing and Plans page published at https://hotpilot.ai/pricing, which is incorporated into these Terms by reference and forms an integral part of the Agreement.
HotPilot provides cloud-based hospitality software intended to help Clients manage their property, distribute inventory, communicate with Guests, automate marketing, and optimise revenue. The exact features, usage limits, conversation and booking allowances, included add-ons, and applicable fees depend on the plan selected by the Client and are described on the Pricing Page.
HotPilot may from time to time release updates, new features, deprecate features, or modify the Services, provided that no such modification will materially diminish the core functionality of the Client's active plan during a paid billing period.
The Services are intended exclusively for use by businesses, sole traders, and other legal entities operating in the hospitality sector. By creating an Account or accepting these Terms you represent and warrant that:
You are at least 18 years old and have full legal capacity to enter into a binding contract;
You are acting on behalf of, and have authority to bind, the legal entity named in the registration or order form;
The information you provide is accurate, current, and complete, and you will keep it up to date;
You and your Authorised Users will comply with all applicable laws and regulations in the jurisdictions in which you operate, including Bulgarian, EU, and any local hospitality, consumer protection, taxation, anti-money-laundering, and data protection laws.
The Client is solely responsible for: (a) maintaining the confidentiality of all login credentials, API keys, and access tokens; (b) all activities and transactions performed under its Account, whether by Authorised Users or any other person using its credentials; (c) configuring user roles, permissions, and access rights for its staff; and (d) promptly notifying HotPilot at [email protected] of any actual or suspected unauthorised access or breach.
HotPilot is not liable for any loss or damage arising from the Client's failure to secure its Account, including loss arising from credentials shared with, leaked to, or compromised by employees, contractors, or third parties.
The Services include features that rely on machine learning, large language models, generative AI, and rule-based automation, including (without limitation) Guest-facing assistants, response drafts, internal hotel-management assistants, content generation, dynamic pricing recommendations, classifications, and operational suggestions (collectively, the "AI Features").
Important AI disclaimer. AI Features can and will, on occasion, produce outputs that are inaccurate, incomplete, outdated, biased, fabricated ("hallucinated"), or otherwise unsuitable for a given situation. AI Output is provided for assistance only and must not be relied upon as the sole or final source of truth.
The Client acknowledges and agrees that:
AI Output is generated probabilistically and may differ between sessions, even for identical inputs;
It is the Client's sole responsibility to review, verify, edit, approve, and ultimately stand behind any information, quote, confirmation, or commitment that is communicated to a Guest, regardless of whether the underlying draft was AI-generated;
AI Features may not comply with the specific requirements of every local hospitality, tourism, consumer-protection, accessibility, or tax regulation, and the Client is responsible for ensuring such compliance;
Where the Services autonomously send messages, confirm bookings, apply discounts, or take other actions ("AI Actions"), the Client is solely responsible for configuring, supervising, and limiting those actions and remains fully bound by their consequences as if performed by its own staff;
HotPilot makes no representation that AI Output is accurate, fit for any particular purpose, free from errors, or non-infringing, and disclaims all such warranties to the maximum extent permitted by law.
The Client is solely responsible for the operational and commercial outcomes of using the Services, including:
All content, room descriptions, photographs, prices, taxes, fees, availability, cancellation rules, house rules, and policies published through the Services;
The accuracy and timeliness of inventory and rates synced to channel partners and online travel agencies (OTAs);
Honouring any Booking confirmed through the Services and managing all check-in, stay, and check-out logistics;
All communications with Guests, whether sent manually, scheduled, or triggered by automation, including any errors, omissions, or unintended messages;
Compliance with consumer-protection, distance-selling, e-invoicing, registration of guests with local authorities, tourist tax, hospitality licensing, and any other applicable laws.
Staff errors. Any mistake, misconfiguration, oversight, or misuse by the Client's employees, contractors, agents, or Authorised Users — including, without limitation, mispriced rooms, overbookings, double-bookings, incorrectly configured rate plans, accidental cancellations, faulty automation rules, errors in Guest correspondence, or failure to honour a confirmed Booking — is the sole responsibility of the Client. HotPilot shall have no liability for such errors and the Client shall indemnify HotPilot for any resulting claims, as further set out in Section 14.
HotPilot is solely a technology provider. We are not a party to any reservation, accommodation, transport, or service contract concluded between the Client and a Guest, nor between the Client and any other third party (including OTAs, channel partners, payment providers, or service vendors).
Any dispute concerning a Booking, refund, cancellation, no-show, overbooking, room category, hotel amenity, hygiene, safety, or quality of service is a matter between the Client and the Guest (or other third party). The Client shall handle all such disputes directly, including in cases where the dispute is alleged to have been caused by misleading or incorrect information communicated by, or generated through, the Services (including AI Hallucinations).
The Client agrees to defend, indemnify, and hold harmless HotPilot, its officers, employees, agents, and affiliates from and against any and all claims, demands, regulatory actions, fines, settlements, damages, losses, and reasonable legal costs arising out of or in connection with such Guest or third-party disputes, except to the extent such claims arise directly from HotPilot's gross negligence or wilful misconduct.
The Services are provided on a hybrid SaaS retainer plus performance commission model. Each Client subscribes to a plan that includes:
A recurring subscription fee (monthly or annual) for the platform and the included usage allowances; and
A performance-based commission calculated as a percentage of the Commissionable Booking Volume processed through, or attributable to, the Services in the relevant billing period, determined in accordance with Section 8.6 (Commission Base, Cancellations and Refunds).
The applicable subscription fee, commission percentage, included usage limits (e.g. AI conversations, AI bookings, automation flows), overage pricing, and add-on module fees are set out on the Pricing Page. Custom plans, enterprise terms, and pilot agreements may be agreed in a separate signed order form, which shall prevail over the Pricing Page in case of conflict.
Subscription fees are invoiced in advance for the upcoming billing period (monthly or annual, as selected).
Commission fees are invoiced in arrears, in the calendar month following the billable period, based on the Commissionable Booking Volume for that period as determined under Section 8.6, after application of any credits for Cancelled Bookings under Section 8.6.4.
Overage charges (e.g. AI conversation or AI booking overages) are invoiced in arrears together with the next subscription invoice or the next commission invoice, at HotPilot's discretion.
Add-on modules (such as WhatsApp/SMS automation or Advanced analytics) are invoiced together with the subscription fee following the month during which the overusage took place or before using the additional tokens/messages/other thus enabling the service to occur.
One-time fees (e.g. website builder, dedicated onboarding, custom integrations) are invoiced upon order or upon agreed milestones.
All invoices are payable within fourteen (14) days from the invoice issue date, unless a longer period is expressly stated on the invoice or agreed in writing.
Payments must be made in the currency stated on the invoice (EUR by default), by bank transfer or such other method as HotPilot makes available, free of any deduction, set-off, or counter-claim.
In the event of late payment, HotPilot may, without further notice and without prejudice to its other rights: (i) suspend the Client's access to the Services after fourteen (14) days of overdue payment; (ii) restrict or disable specific features (including AI Features, channel-manager push, and Booking confirmations); (iii) charge statutory default interest at the rate determined under Bulgarian law and reasonable collection costs; and (iv) terminate the Agreement in accordance with Section 16.
Suspension of the Services for non-payment does not relieve the Client of its obligation to pay accrued and ongoing fees, including commission on Bookings already recorded as adjusted under Section 8.6.
All fees are exclusive of VAT and any other applicable indirect, withholding, or transaction taxes, which shall be added at the prevailing rate. The Client is responsible for declaring and paying any taxes that apply in its jurisdiction, including reverse-charge VAT where applicable.
If the Client disputes any portion of an invoice in good faith, it must notify HotPilot in writing within seven (7) days of receipt with reasonable detail. Undisputed amounts must be paid by the original due date. The parties shall use reasonable efforts to resolve the dispute within fifteen (15) days.
8.6.1 Commission base. The performance-based commission for a billing period is calculated on the Commissionable Booking Volume, being: (a) the gross value of all Bookings recorded through, or attributable to, the Services in that period; minus (b) the value of Cancelled Bookings excluded under Section 8.6.2; plus or minus (c) any adjustments and credits under Sections 8.6.3 to 8.6.5.
8.6.2 Cancellation exclusion; Cancellation Allowance. Cancelled Bookings are excluded from the Commissionable Booking Volume to the extent of the amount actually refunded to, or never collected from, the Guest, up to an aggregate cancellation allowance per billing period equal to twenty percent (20%) of the gross value of all Bookings recorded in that period (the "Cancellation Allowance"). Where the aggregate excludable value of Cancelled Bookings in a billing period exceeds the Cancellation Allowance, the excess remains part of the Commissionable Booking Volume and commission remains payable on it. The Cancellation Allowance is applied to Cancelled Bookings in chronological order of the recorded cancellation.
8.6.3 Retained Amounts. Retained Amounts constitute realised revenue of the Client and always remain part of the Commissionable Booking Volume, irrespective of the Cancellation Allowance. For each Cancelled Booking, only the difference between its gross value and the Retained Amount is eligible for exclusion under Section 8.6.2.
8.6.4 Cancellations after invoicing; credits. Where a Booking is cancelled after the commission on it has been invoiced, HotPilot shall apply a credit equal to the commission attributable to the excluded portion of that Cancelled Booking (determined under Sections 8.6.2 and 8.6.3, and counting toward the Cancellation Allowance of the billing period in which the cancellation is recorded) against the Client's next commission invoice(s). Credits are applied automatically, are not redeemable for cash, do not bear interest, carry forward to subsequent invoices if not fully used, and lapse without compensation upon termination of the Agreement.
8.6.5 Post-stay refunds. Amounts refunded to a Guest after the stay (including goodwill or complaint-related refunds) are treated in the same manner as Cancelled Bookings under Sections 8.6.2 and 8.6.4, counting toward the Cancellation Allowance of the billing period in which the refund is recorded in the Services.
8.6.6 Records. The commission calculation is based exclusively on data recorded in the Services. The Client must record each cancellation, no-show, Retained Amount, and refund in the Services accurately and no later than fifteen (15) days after the relevant event; events not so recorded are not eligible for exclusion or credit. HotPilot will make available a monthly commission statement itemising the gross booking volume, exclusions, the Cancellation Allowance, and any credits applied.
8.6.7 Anti-circumvention. Where cancellation or refund patterns indicate manipulation or circumvention of commission tracking (including fictitious Bookings, cancellations followed by off-platform re-booking of the same stay, or systematic misuse of the Cancellation Allowance), HotPilot may audit the relevant records, re-determine the Commissionable Booking Volume, and invoice any commission found to be due, without prejudice to its rights under the Acceptable Use Policy and Section 16.
8.7.1 Included allowance. Every subscription plan includes a stated monthly allowance of AI usage, expressed in the currency units of HotPilot's AI rate card (published in the admin under AI Credits) and set out on the Pricing Page or, where an order form or offer states a different amount, in that order form or offer. The allowance renews on the first day of each calendar month and unused allowance does not roll over. No subscription plan includes unlimited AI usage.
8.7.2 Tolerance and pause. AI Features continue to operate for a tolerance of up to ten percent (10%) beyond the monthly allowance. Once the allowance and the tolerance are exhausted, AI Features are paused until the next monthly renewal or a top-up purchase; all other parts of the Services continue to operate.
8.7.3 Additional usage. The Client may purchase additional AI usage at any time as top-up packs at the prices shown in the admin, at the same rate card. Purchased top-up credit carries over from month to month until used. HotPilot may also offer usage-based AI pricing on request under a separate order form.
8.7.4 Metering and visibility. Usage is metered per AI action against the rate card and is visible to the Client in the admin at any time, including the balance, the rate card and every metered action. HotPilot's records of usage are conclusive absent manifest error.
8.7.5 Fair use. HotPilot may contact the Client when AI usage is persistently disproportionate to the subscription fee, to agree a higher allowance or an adjusted plan. Changes to the allowance are agreed in writing and take effect from the next monthly renewal.
8.8.1 Card on file. A valid payment card registered with HotPilot's payment provider (a "Card on File") is a condition of a live Account. The Client keeps a Card on File for as long as the Agreement is in force and replaces it before it expires. HotPilot may waive this requirement in writing for a Client that pays under a separately signed order form.
8.8.2 Automatic charges. By registering a Card on File the Client authorises HotPilot to charge to it, without further confirmation, each subscription, commission and usage invoice whose total does not exceed the automatic-charge threshold published on the Pricing Page (currently EUR 500). Invoices above the threshold are sent to the Client with a payment link and are payable under Section 8.3.
8.8.3 Declined charges. Where a charge to the Card on File is declined, HotPilot sends the invoice with a payment link, the invoice is payable under Section 8.3, and the late-payment provisions of Section 8.3 apply from its due date.
8.8.4 Top-ups. AI top-up packs are paid at the time of purchase through the checkout presented in the admin and are not charged automatically to the Card on File.
HotPilot does not store, process, or retain Guest payment card numbers, CVC/CVV codes, or other sensitive cardholder data on its systems. All Guest payments processed through the booking engine are routed to PCI-DSS-compliant third-party payment service providers. Cardholder data is captured directly by the payment provider through tokenisation, hosted fields, or redirect flows.
Accordingly:
The Client is responsible for selecting and maintaining its own merchant relationship with a payment provider (where required), and for complying with PCI-DSS, PSD2/SCA, and other applicable payment regulations.
HotPilot acts only as a technical interface between the Client, the Services, and the chosen payment provider.
HotPilot is not liable for: payment failures or rejections; chargebacks; fraudulent transactions; refund disputes; payment provider downtime; foreign-exchange or settlement variances; or any fees charged by the payment provider.
HotPilot processes personal data in accordance with Regulation (EU) 2016/679 ("GDPR"), the Bulgarian Personal Data Protection Act, and other applicable data protection laws. Details of how personal data is processed are set out in our Privacy Policy.
In respect of personal data of Guests and other end-users that the Client uploads to or processes through the Services:
The Client is the Data Controller;
HotPilot acts as Data Processor strictly on the Client's documented instructions;
The processing terms required by Article 28 GDPR are set out in our Data Processing Agreement (DPA), which is incorporated into the Agreement by reference and is automatically accepted by the Client upon use of the Services.
Where the Client makes Service-related personal data available to HotPilot for HotPilot's own purposes (e.g. billing, fraud prevention, product analytics, security), HotPilot acts as an independent Data Controller for those purposes, as further described in the Privacy Policy.
HotPilot retains all right, title, and interest in and to the Services, the underlying software, AI models (whether proprietary or licensed), models' weights, training data curated by HotPilot, documentation, trademarks, and all related intellectual property. No rights are granted to the Client other than the limited, non-exclusive, non-transferable, revocable right to use the Services during the subscription term in accordance with the Agreement.
The Client retains ownership of Client Data. The Client grants HotPilot a worldwide, royalty-free licence to host, copy, transmit, display, and process Client Data solely as necessary to provide and improve the Services and to comply with the Agreement and applicable law. Aggregated, anonymised, or de-identified data derived from Client Data may be used by HotPilot for analytics, benchmarking, and product improvement.
The Client must not (and must not permit any third party to): reverse engineer, decompile, scrape, mirror, or attempt to derive source code of the Services; access the Services to build a competing product or for benchmarking against competing products; remove or obscure proprietary notices; or use the Services other than in accordance with the Acceptable Use Policy.
HotPilot will use commercially reasonable efforts to make the Services available 24/7. Specific availability targets, scheduled maintenance windows, and incident response commitments (where applicable) are set out in the Service Level Agreement (SLA), or in the Client's individual order form.
Except as expressly stated in a written SLA accepted by HotPilot, the Services are provided "as is" and "as available" without any warranty of uninterrupted availability or error-free operation. HotPilot is not liable for unavailability, delay, or data loss caused by: scheduled maintenance, force majeure, third-party outages (including cloud, telecom, OTA, payment, or messaging providers), Client misconfiguration, or factors outside HotPilot's reasonable control.
The Services may integrate with third-party products, including (without limitation) OTAs and channel partners (Booking.com, Airbnb, Expedia, etc.), payment providers, email and messaging services (WhatsApp Business, SMS gateways), analytics providers, and AI infrastructure providers. Such third-party services are governed by their own terms and are not part of the Services.
HotPilot does not control and is not responsible for: the availability, performance, security, content, pricing, or policies of any third-party service; changes, suspensions, or terminations imposed by third parties; or any fees levied by them. The Client is responsible for ensuring that its use of such third-party services complies with their terms.
The Client shall defend, indemnify, and hold harmless HotPilot, its directors, officers, employees, agents, affiliates, and licensors against any and all third-party claims, demands, fines, regulatory actions, and reasonable legal costs (including reasonable attorneys' fees) arising out of or in connection with:
The Client's or its Authorised Users' use of the Services in breach of the Agreement or applicable law;
Any error, misconfiguration, oversight, or misuse by Client staff (including mispricing, overbooking, failure to honour a Booking, or improper Guest communications);
Any AI Output that the Client published, sent, or otherwise relied upon, including outputs alleged to be misleading, defamatory, infringing, discriminatory, or otherwise unlawful;
Any complaint, dispute, or claim brought by a Guest or third party in connection with a Booking, stay, refund, or service quality;
Any breach of intellectual property, privacy, or publicity rights resulting from Client Data;
Any taxes, levies, or charges that the Client failed to declare, withhold, or pay.
HotPilot will promptly notify the Client of any indemnifiable claim and provide reasonable cooperation. The Client may not settle any claim that imposes a non-monetary obligation on HotPilot without HotPilot's prior written consent.
To the maximum extent permitted by applicable law, HotPilot, its affiliates, directors, employees, and licensors shall not be liable for any:
Indirect, incidental, special, punitive, or consequential damages;
Loss of revenue, profits, bookings, business opportunities, anticipated savings, or goodwill;
Reputational harm or loss of customers;
Loss, corruption, or alteration of data, except where caused by HotPilot's gross negligence or wilful misconduct;
Claims by Guests or third parties;
Errors, omissions, or hallucinations of AI Output;
Acts or omissions of third-party providers, integrations, or payment processors.
HotPilot's aggregate liability for all claims arising out of or in connection with the Agreement during any twelve (12) month period shall not exceed the total fees actually paid by the Client to HotPilot during the three (3) months immediately preceding the event giving rise to the claim. This cap applies whether the claim is in contract, tort (including negligence), statutory duty, or otherwise.
Nothing in these Terms limits or excludes liability that cannot be limited or excluded under applicable mandatory law (including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation).
The Agreement begins on the date the Client first uses the Services or signs an order form, and continues for the subscription term selected (monthly or annual), automatically renewing for successive equivalent terms unless either party gives written notice of non-renewal at least thirty (30) days before the end of the current term.
HotPilot may suspend or terminate access to the Services, in whole or in part, with or without prior notice, where:
The Client's payment is overdue by more than fourteen (14) days;
The Client materially breaches the Agreement (including the Acceptable Use Policy) and fails to cure within ten (10) days of written notice (or immediately, where the breach is incapable of cure or threatens HotPilot's systems, security, or other clients);
Required by law, court order, or competent authority;
Continued provision would, in HotPilot's reasonable judgement, expose HotPilot to legal, security, or reputational risk.
On termination: (a) all rights granted to the Client cease; (b) all accrued fees become immediately due; (c) the Client may export Client Data within thirty (30) days; (d) thereafter, HotPilot may delete Client Data in accordance with the DPA and Privacy Policy. Sections that by their nature should survive termination (including Sections 7, 8, 11, 14, 15, 17, 19) shall survive.
Each party may receive non-public information of the other ("Confidential Information"). Each party shall: (i) use Confidential Information only to perform its obligations under the Agreement; (ii) protect it with at least the same degree of care it uses to protect its own confidential information of like importance, and no less than reasonable care; and (iii) not disclose it to third parties except to its personnel and advisors on a need-to-know basis under equivalent confidentiality obligations. This obligation continues for three (3) years following termination.
Neither party shall be liable for failure or delay in performance (other than payment obligations) caused by events beyond its reasonable control, including acts of God, war, terrorism, civil unrest, pandemic, government action, internet or cloud-provider outages, cyber-attacks, or labour disputes. The affected party shall notify the other and use reasonable efforts to mitigate the effect.
The Agreement is governed by the laws of the Republic of Bulgaria, without regard to its conflict-of-laws rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.
The competent courts of the city of Sofia, Bulgaria, shall have exclusive jurisdiction over any dispute arising out of or in connection with the Agreement, save for: (i) HotPilot's right to seek injunctive or equitable relief in any competent jurisdiction; and (ii) any mandatory consumer or local-law protections that apply notwithstanding this clause for Clients established in Greece, Romania, Italy, Monaco, the United Arab Emirates, the United States, or elsewhere.
HotPilot may update these Terms from time to time. The current version is always available on https://hotpilot.ai/terms with a "Last updated" date. Material changes will be notified by email or in-product notice at least thirty (30) days before they take effect. Continued use of the Services after the effective date constitutes acceptance. If the Client objects to a material change, it may terminate the Agreement before the effective date as its sole remedy.
Entire agreement. The Agreement constitutes the entire agreement between the parties and supersedes any prior or contemporaneous communications.
Order of precedence. In the event of conflict: (1) any signed order form; (2) the DPA; (3) these Terms; (4) the AUP; (5) the Pricing Page; (6) other policies referenced.
Assignment. The Client may not assign or transfer the Agreement without HotPilot's prior written consent. HotPilot may assign the Agreement to an affiliate or in connection with a merger, acquisition, or sale of assets.
No partnership. Nothing in the Agreement creates a partnership, joint venture, or agency relationship.
Severability. If any provision is found unenforceable, the remaining provisions remain in full force.
No waiver. Failure to enforce a right does not waive it.
Notices. Legal notices to HotPilot must be sent to [email protected] and to the registered seat by registered post; notices to the Client may be sent to the email registered on the Account.
Language. These Terms are drafted in English. Translations are for convenience only; the English version prevails.
HotPilot LTD.
Registered seat: bl. 64, ent. В, fl. 3, ap. 44, Lev Tolstoy, Sofia, Bulgaria
UIC: 208812339
VAT ID: BG208812339
General, Legal & Data Protection: [email protected] Website: https://hotpilot.ai
This Service Level Agreement ("SLA") forms part of the Terms and Conditions or any other written agreement between HotPilot LTD. and the Client. It defines the availability commitment, support response targets, maintenance windows, and remedies applicable to the production HotPilot platform (the "Service").
This SLA applies to the production environment of the Service. It does not apply to: free trials, sandbox/staging environments, beta or "early access" features, AI Features (whose availability depends on third-party AI providers), third-party integrations, the Client's own networks or devices, or events outside HotPilot's reasonable control (Force Majeure).
"Service Hours" — 24/7, every day of the year.
"Total Time" — total minutes of Service Hours in a given calendar month.
"Downtime" — minutes during which the production Service is fully unavailable to Authorised Users due to a fault attributable to HotPilot, as measured by HotPilot's monitoring.
"Excluded Downtime" — see Section 4.
"Uptime %" = ((Total Time − Downtime) ÷ Total Time) × 100.
"Severity" — incident classification used to determine response targets, defined in Section 6.
Target Uptime: 99.5% per calendar month for plans up to and including Mid-Sized Hotels; 99.9% per calendar month for plans Large Hotels, Resorts, and Hotel Chains/Groups, or as specifically agreed in an order form. Custom availability targets and remedies for enterprise plans may be negotiated in writing.
The following are not counted as Downtime:
Scheduled maintenance announced at least 48 hours in advance, normally between 02:00-05:00 EET.
Emergency maintenance to address a security or stability risk.
Unavailability of third-party services (cloud, OTA, payment, AI/LLM providers, messaging providers) outside HotPilot's control.
Force Majeure events.
Issues caused by Client misconfiguration, breach of the AUP, or unauthorised access using Client credentials.
Beta or "early access" features not yet declared generally available.
If HotPilot fails to meet the applicable monthly Uptime target, the Client may, as its sole and exclusive remedy, request the following service credits, calculated as a percentage of the monthly subscription fee paid for the affected plan in the month at issue:
Uptime ≥ 99.0% but below target: 5% credit.
Uptime ≥ 95.0% but below 99.0%: 10% credit.
Uptime ≥ 90.0% but below 95.0%: 20% credit.
Uptime below 90.0%: 30% credit.
Service credits are issued against the Client's next subscription invoice. Total credits in any month shall not exceed thirty percent (30%) of that month's subscription fee. To claim a credit, the Client must contact [email protected] within thirty (30) days of the end of the affected month, identifying the relevant incidents.
Standard support is provided in English (additional languages by arrangement) via email and the in-product help centre during business hours (Monday-Friday, 09:00-18:00 EET, excluding Bulgarian public holidays). Severity 1 incidents (production fully down) are handled 24/7.
Severity 1 — Critical: production Service unavailable or critical functionality (e.g. booking engine accepting reservations, channel-manager push) entirely broken. First response: within 1 hour, 24/7. Continuous effort until workaround or fix.
Severity 2 — High: major function impaired but a workaround exists. First response within 4 business hours.
Severity 3 — Medium: minor function impaired or non-blocking issue. First response within 1 business day.
Severity 4 — Low / question: how-to questions, cosmetic issues, feature requests. First response within 3 business days.
Response targets are first-response targets, not resolution targets, and apply only to incidents reported through official channels with reasonable detail (steps to reproduce, screenshots, affected accounts).
HotPilot may perform scheduled maintenance during the Excluded Downtime window described in Section 4. Where maintenance is expected to cause Downtime longer than fifteen (15) minutes, HotPilot will use reasonable efforts to provide at least 72 hours' advance notice via email or in-product banner.
HotPilot performs at least daily backups of production data, with encrypted storage and periodic restoration tests. Backups are retained for thirty (30) days. The Client may export Client Data via standard exports and APIs at any time and during the post-termination export window described in the Terms.
Service credits are the Client's sole and exclusive remedy for any failure to meet the SLA. The SLA does not modify the limitation of liability set out in the Terms. HotPilot does not provide a contractual SLA for AI Features given the probabilistic nature of AI and the dependence on third-party providers; HotPilot will, however, use reasonable efforts to minimise AI-related disruptions.
HotPilot may update this SLA from time to time. Material adverse changes will not take effect for an existing Client until the start of the next renewal term, except where required by law or by a third-party provider.
Support & Security: [email protected] | Status page: https://hotpilot.ai/status
This Acceptable Use Policy ("AUP") applies to all use of the HotPilot platform and Services. It is part of the Terms and Conditions. Capitalised terms have the meaning given in the Terms.
You shall use the Services only for legitimate business purposes in the hospitality sector, in compliance with all applicable laws and regulations, including consumer-protection, distance-selling, anti-discrimination, intellectual-property, advertising, anti-spam, sanctions, and data-protection laws.
You must not upload, generate, send, or store through the Services any content that:
Is unlawful, fraudulent, defamatory, obscene, hateful, threatening, harassing, or that incites violence or discrimination;
Promotes child sexual abuse material, terrorism, or other content prohibited by law;
Infringes intellectual property, privacy, publicity, or contractual rights of any third party;
Contains malware, viruses, ransomware, or other harmful code;
Misleads Guests about prices, availability, location, amenities, safety, certifications, or any material aspect of the property or service;
Constitutes deceptive marketing, dark patterns, or fake-review manipulation.
Sending unsolicited bulk communications (spam) by email, SMS, WhatsApp, or any channel.
Bypassing consent, opt-out, do-not-contact, or other recipient-protection mechanisms.
Using the Services for any purpose other than managing your hospitality business and communicating with your own Guests.
Reverse engineering, scraping, or attempting to extract source code or training data.
Probing, scanning, or testing vulnerabilities of the Services without our prior written consent.
Interfering with the integrity, performance, or security of the Services or other users.
Reselling, sub-licensing, or providing the Services as a managed service to third parties without HotPilot's written consent.
Bypassing usage limits, commission tracking, or billing controls.
You must clearly disclose to Guests, where required by law (including the EU AI Act), that they are interacting with an AI system.
You must review, edit, or supervise AI Output before relying on it for material commitments to Guests (prices, availability, refunds, special requests).
You must not use the AI Features to generate misleading marketing claims, fake reviews, defamatory content, biometric identification, emotion recognition in regulated contexts, or any output that violates applicable AI regulation.
You must not deliberately attempt to manipulate the AI to produce illegal, harmful, or rights-infringing output (including via prompt injection or jailbreaks).
You must not feed personal data of Guests into the AI Features beyond what is strictly necessary for the booking, stay, or related communication.
You must comply with the policies of any OTA, channel partner, payment provider, or messaging provider you connect to (Booking.com, Airbnb, Expedia, WhatsApp Business, Stripe, etc.).
You must keep rates, availability, and inventory accurate across channels.
You must respect WhatsApp Business / Meta's template, opt-in, and customer-service-window rules.
You must promptly notify us at [email protected] if you discover or suspect any vulnerability, security incident, or unauthorised access. You must not publicly disclose vulnerabilities before we have had a reasonable opportunity to investigate and remediate.
We may, at our discretion and without prior notice where reasonably necessary, take any of the following actions if we believe this AUP is being breached:
Investigate and request information from you;
Remove or disable specific content or AI-generated outputs;
Throttle, suspend, or disable specific features;
Suspend or terminate the Account;
Notify and cooperate with competent authorities, including in cases of unlawful content.
We will use reasonable efforts to limit such actions in scope and duration to what is necessary to address the breach.
We may update this AUP from time to time. Material changes will be notified by email or in-product. Continued use after the effective date constitutes acceptance.
Questions or AUP reports: [email protected]