Terms & Conditions
1. About HotelO
HotelO is a cloud-based hotel-management software service operated by Dwoing (“Dwoing”, “HotelO”, “we”, “us” or “our”). HotelO provides software tools for hospitality businesses, including tools for managing bookings, rooms, guests, payments, reports and day-to-day hotel operations.
HotelO is owned and operated by Dwoing. The public website is hotelo.in and the application is available through app.hotelo.in.
2. Acceptance of These Terms
By registering for, accessing or using HotelO, you agree to these Terms & Conditions / SaaS Subscription Agreement (“Terms”). If you are accepting these Terms on behalf of a hotel, resort, company, partnership, proprietorship, serviced apartment, guest house or other organisation, you represent that you are authorised to do so.
If you do not have authority to bind the relevant business, you must not create or use an account on its behalf.
3. Electronic Acceptance and Records
HotelO may obtain acceptance electronically through account registration, checkboxes, buttons, electronic confirmations or other reasonable electronic means. Your electronic acceptance may be recorded as part of the account record.
For security, compliance and dispute-resolution purposes, HotelO may retain the relevant account identifier, accepted document/version, date and time of acceptance, IP address and other technical information reasonably necessary to establish the acceptance record. Passwords are not stored as part of the legal acceptance record.
4. Eligibility and Account Authority
You must provide accurate, current and complete information when creating an account and keep that information reasonably up to date.
You must have legal capacity to enter into the applicable agreement. If an account is created for a business, the person creating it confirms that they are authorised to accept these Terms for that business.
5. HotelO Account and User Access
The Customer is responsible for maintaining the confidentiality of its login credentials, controlling access to authorised personnel and promptly reporting suspected unauthorised access.
Customer accounts and staff accounts must not be shared in a way that defeats access controls or user-level accountability. The Customer is responsible for activity carried out through its authorised users, except to the extent caused by HotelO’s own breach of its obligations.
6. Subscription Plans
HotelO may offer different subscription plans, including Starter, Professional and Premium. Prices, billing frequency, included features, usage limits and trial terms displayed at the time of subscription form part of the applicable commercial arrangement.
HotelO may introduce, modify or discontinue plans or features prospectively, subject to applicable law and any rights applicable to an existing paid subscription.
7. Free Trial
Where offered, HotelO may provide a limited free trial. The applicable trial period and conditions will be displayed during registration or subscription.
A trial is provided for evaluation of the service and does not create a permanent entitlement to free access. Where payment authorisation or subscription setup is required for continuation, the Customer must complete the applicable process before the trial ends.
8. Subscription Billing and Payment Providers
Subscription charges are payable according to the selected plan and billing cycle. HotelO may use third-party payment processors, including Razorpay, to process payments and subscription authorisations.
Payment processing may be subject to the payment provider’s own terms, privacy policy and security controls. HotelO does not intentionally collect or store complete payment-card credentials when those credentials are handled by the applicable payment provider.
9. Failed Payments and Account Restrictions
If a payment fails, HotelO may notify the Customer, retry payment where supported, provide a grace period, restrict subscription features, suspend access or allow the subscription to expire, subject to the applicable plan and law.
10. Cancellation and Refunds
Subscription cancellation and refund eligibility are governed by the HotelO Cancellation & Refund Policy published on the website. Cancellation does not automatically require deletion of records that HotelO is required or permitted to retain for legal, accounting, security, fraud-prevention, dispute-resolution or other legitimate purposes.
11. Hotel Data
“Hotel Data” means information submitted, uploaded, entered, generated or otherwise processed through HotelO for the Customer’s hotel/business operations. This may include property information, staff/user information, booking records, guest names, contact details, reservation details, room information, invoices, payment-related records, operational notes and, where the product supports it, identification/document information.
12. Customer Responsibility for Personal Data
The Customer is responsible for determining the lawful basis for collecting and using personal data supplied to HotelO and for providing required notices to its guests, customers, employees and other individuals.
The Customer must only submit personal data to HotelO where it is legally entitled to do so and must use HotelO in accordance with applicable privacy and data-protection requirements. HotelO processes Hotel Data as necessary to provide the contracted service and in accordance with the applicable Data Processing Agreement (“DPA”).
13. Data Processing Agreement
Where HotelO processes personal data on behalf of the Customer, the HotelO DPA applies to that processing. The DPA describes the subject matter and nature of processing, categories of data, confidentiality, security, sub-processors, incident handling, assistance and deletion/return arrangements.
Where there is a conflict between these Terms and the DPA specifically concerning processing of personal data, the DPA will control to the extent of that conflict.
14. Privacy
HotelO’s processing of personal information is described in the HotelO Privacy Policy. The Privacy Policy explains information collected by HotelO, purposes of processing, service providers, security, retention and applicable privacy rights and contact mechanisms.
15. Security
HotelO will maintain reasonable technical and organisational safeguards appropriate to the service and the nature of the information processed. Depending on the system and service, safeguards may include HTTPS/TLS, authentication controls, session controls, role-based access, server-side authorisation, database access controls, CSRF protections, backups, logging, monitoring and security updates.
No internet-based service can guarantee absolute security. Customers are responsible for securing their own devices, credentials and authorised user access.
16. Sensitive Information and Identification Documents
Customers should only upload information necessary for legitimate hotel operations and should avoid unnecessary collection of highly sensitive information.
Where HotelO supports identification documents or other sensitive records, access should be limited to authorised personnel and processed in accordance with applicable law, the Customer’s instructions and HotelO’s security controls.
17. Data Retention and Deletion
HotelO may retain information for as long as reasonably necessary to provide the service, maintain accounts, maintain security, comply with legal or accounting obligations, prevent fraud, resolve disputes and enforce contractual rights.
Following termination, HotelO may delete, anonymise or securely dispose of information when the applicable retention period ends, subject to legal obligations, legitimate retention needs and appropriately managed backups.
18. Data Export
Where supported, HotelO may provide mechanisms for Customers to export certain business records. Export availability and format may depend on the product, plan and technical limitations. Customers remain responsible for maintaining appropriate copies of their business records.
19. Prohibited Use
You must not use HotelO to conduct unlawful activity, access another Customer’s account or data, bypass authentication or authorisation, interfere with the service, introduce malware, conduct unauthorised security testing, scrape the service in a way that violates these Terms, reverse engineer the service except where legally permitted, infringe third-party rights, or knowingly submit unlawful or malicious content.
20. Tenant Isolation and Unauthorised Access
HotelO is designed to logically separate hotel/customer accounts. Customers must not attempt to access another Customer’s information by manipulating URLs, identifiers, API requests or other application mechanisms.
Any suspected cross-account access or security vulnerability should be reported promptly to HotelO so that it can be investigated and addressed.
21. Intellectual Property
HotelO, its software, user interface, branding, documentation, design, code, trademarks and related intellectual property are owned by Dwoing or its licensors. Subject to these Terms and payment of applicable fees, the Customer receives a limited, non-exclusive, non-transferable right to use the service for its internal business operations during the applicable subscription period.
22. Customer Ownership of Hotel Data
As between the parties, the Customer retains its rights in Hotel Data. The Customer grants HotelO the limited rights necessary to host, transmit, store, back up, secure and otherwise process Hotel Data for providing the contracted service, complying with legal obligations and maintaining service security.
HotelO does not acquire ownership of the Customer’s Hotel Data merely because that data is stored or processed through the service.
23. Third-Party Services and Integrations
HotelO may use or integrate with third-party services such as payment processors, hosting/infrastructure providers, email providers, security services and other technology providers. Those providers may have separate terms and privacy policies. HotelO remains responsible for providers it appoints as processors to the extent required by applicable law and the DPA.
24. Service Availability and Maintenance
HotelO aims to provide reliable access but does not guarantee uninterrupted or error-free service. Temporary interruptions may occur because of maintenance, upgrades, security events, infrastructure or third-party failures, internet outages, legal requirements or events beyond reasonable control.
25. Software Updates
HotelO may update, patch, modify or improve the software for security, reliability, performance, compliance or feature development. Features may be changed, replaced or discontinued. Material contractual changes will be communicated where required by applicable law.
26. Suspension
HotelO may suspend or restrict an account where reasonably necessary because of non-payment, material breach, suspected unlawful use, security risk, abuse, threat to the service or other users, or a legal requirement. Where reasonably practicable, HotelO will provide notice and an opportunity to remedy the issue.
27. Termination
Either party may terminate the service relationship according to the applicable subscription terms. HotelO may terminate or suspend access for material breach, unlawful use, persistent non-payment or serious security risk.
Provisions that by their nature should survive termination, including intellectual property, confidentiality, payment obligations, data retention, liability and dispute provisions, will survive to the extent applicable.
28. Confidentiality
Each party should use reasonable care to protect non-public business or technical information received from the other party and use it only for the purposes of the relationship. Confidentiality obligations do not apply to information that is public without breach, already lawfully known, independently developed, or required to be disclosed by law.
29. Customer Support and Grievance Contact
For account, service, privacy or data-protection concerns, contact:
Dwoing / HotelO
Email: hello@hotelo.in
Website: https://hotelo.in/
We may request reasonable information needed to verify the account and investigate a complaint.
30. Disclaimer
HotelO is software and does not provide legal, tax, accounting, medical, regulatory or other professional advice. The Customer remains responsible for its hotel operations and for determining how it uses HotelO in compliance with laws applicable to its business.
31. Limitation of Liability
To the maximum extent permitted by applicable law, HotelO/Dwoing will not be liable for indirect, incidental, special, exemplary or consequential losses arising from use of the service, including loss of profits or business opportunity.
Subject to applicable law, the aggregate liability of HotelO/Dwoing arising from a Customer’s use of the service will not exceed the fees actually paid by that Customer to HotelO for the applicable subscription period giving rise to the claim.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.
32. Customer Indemnity
To the extent permitted by applicable law, the Customer agrees to defend and indemnify Dwoing/HotelO against third-party claims arising from the Customer’s unlawful use of HotelO, material breach of these Terms, infringement of third-party rights, or unlawful collection/use of personal data by the Customer.
33. Compliance With Law
Each party will comply with laws applicable to its own activities under the relationship. The Customer is responsible for hospitality, employment, taxation, guest-notice, identity-verification and other regulatory requirements applicable to its property and operations.
34. Changes to These Terms
HotelO may update these Terms from time to time. The revised document will display an updated date/version. Where required, material changes will be communicated and HotelO may require renewed electronic acceptance.
35. Governing Law and Jurisdiction
These Terms are governed by the laws of India, subject to mandatory provisions of applicable law. Any dispute will be subject to the jurisdiction of the courts having lawful jurisdiction over the relevant matter.
36. Entire Agreement
These Terms, the applicable subscription/order information, HotelO Privacy Policy, Cancellation & Refund Policy and applicable DPA together govern use of the HotelO service, except where the parties have entered into a separate written agreement that expressly overrides a provision.
37. Severability and Waiver
If any provision is found unenforceable, the remaining provisions will continue to the extent permitted by law. A failure to enforce a provision on one occasion does not constitute a permanent waiver of that provision.
38. Contact
Dwoing / HotelO
Email: hello@hotelo.in
Website: hotelo.in
Application: app.hotelo.in