Terms of Service

Acceptance of Terms

By creating an account, subscribing to any plan, or using any feature of the TheFrontDeskAI platform, you agree to be bound by these Terms of Service ("Terms"), our Privacy Policy, and any additional terms referenced herein.

If you are accepting these Terms on behalf of a business or organisation, you represent that you have the authority to bind that entity to these Terms. In that case, "you" and "your" refer to that entity.

Description of Service

TheFrontDeskAI provides a Software-as-a-Service (SaaS) platform that gives short-term rental property hosts in India an AI-powered virtual receptionist. The service includes:

• A Bubble.io-hosted client dashboard for property configuration, call log management, and subscription management
• A 24/7 AI voice receptionist that handles inbound guest calls using Vapi.ai, Sarvam AI (STT/TTS), and OpenAI language models
• WhatsApp-based guest communication handling via Meta WhatsApp Cloud API
• Automated booking data synchronisation via Channex.io (channel manager integration)
• Automated post-call summaries delivered to the host via WhatsApp
• AI minute usage tracking and top-up purchasing

The service is provided on a subscription basis. All features described are subject to the capabilities of your subscribed plan tier.

Eligibility & Account Registration

To use TheFrontDeskAI, you must:

• Be at least 18 years of age
• Be a property host or property manager operating short-term rental properties on platforms such as Airbnb or Booking.com in India
• Provide accurate, current, and complete information during registration
• Maintain the security of your account credentials
• Promptly notify us of any unauthorised use of your account at support@thefrontdeskai.in

You are responsible for all activity that occurs under your account. You may not share your account credentials with any other person. Each account represents one property host or property management entity.

Subscription Plans & Billing

TheFrontDeskAI offers three subscription tiers, all billed monthly in Indian Rupees (INR). Current pricing is:

All plans include access to the shared virtual +91 number, WhatsApp communication handling, bilingual transcripts, and emergency escalation features.

Billing Terms

• Subscriptions are billed monthly in advance on your subscription start date
• Payment is processed via Razorpay using your registered UPI, credit card, or net banking method
• Invoices are GST-compliant and available for download from your dashboard
• If a payment fails, we will retry once after 48 hours. If the second attempt also fails, your AI receptionist service will be paused until payment is successful
• We reserve the right to change subscription prices with 30 days' notice to active subscribers

AI Minute Usage & Booster Packs

AI minutes are a shared account-wide pool. All properties on your account draw from the same minute balance. Minutes are not allocated per property.

Each plan's monthly minute allowance resets on your subscription renewal date. Unused plan minutes do not roll over to the next month. Booster pack minutes, however, do not expire and roll over month to month until consumed.

Booster Packs

When your balance falls low, you may purchase additional minutes via the dashboard:

Booster pack purchases are non-refundable once minutes have been consumed. Unused booster minutes are forfeited upon account closure.

Add-On Services

The following optional add-ons are available to all subscribers at a monthly charge:

• Additional Property: ₹799/month per property added beyond your plan's included count. Additional properties draw from the same shared AI minute pool.
• Dedicated +91 Virtual Number: ₹1,200/month per number. Provides an Exotel-provisioned +91 number exclusively linked to your account. Requires Exotel KYC verification (24–48 hours). A dedicated number is non-transferable and cannot be reused by another account.

Add-ons are billed monthly alongside your main subscription. Removing an add-on takes effect at the end of the current billing period.

Cancellation & Refund Policy

Cancellation

• You may cancel your subscription at any time from your dashboard under Billing Settings
• Cancellation takes effect at the end of your current billing month — you retain access and AI receptionist service until that date
• Cancelling a plan with a dedicated number will result in that number being released back to Exotel's pool at end of period. We cannot guarantee number recovery if you re-subscribe later

Refunds

• Monthly subscriptions: No refunds for the current billing month once the period has begun
• Booster packs: Non-refundable once purchased, regardless of whether minutes have been used
• Dedicated numbers: Non-refundable once the KYC activation process has been initiated
• Exception — Technical Failure: If the platform experiences a documented outage exceeding 4 continuous hours in a billing month, affected subscribers may request a pro-rated credit (not cash refund) equivalent to the proportion of the month affected. Requests must be submitted within 7 days of the incident.

Host Obligations & Acceptable Use

As a subscriber and account holder, you agree to:

• Provide accurate property information in the AI knowledge base. Inaccurate directions, incorrect lock codes, or wrong Wi-Fi passwords may cause guest dissatisfaction for which TheFrontDeskAI is not liable
• Inform your guests that an AI virtual receptionist handles inbound property enquiries (see Section 10)
• Keep your caretaker's emergency phone number current and reachable 24/7
• Not use the platform for any purpose other than managing legitimate short-term rental guest communications
• Not use the platform to send unsolicited messages, conduct marketing calls to guests, or violate TRAI regulations
• Not reverse-engineer, resell, or sublicense access to the platform or any AI models used therein
• Comply with all applicable Indian laws including the Information Technology Act, TRAI regulations, and Airbnb/Booking.com host terms of service

Property Knowledge Base — Your Content

The property information you enter into the AI Brain Setup (property address, Wi-Fi credentials, house rules, lock codes, caretaker numbers, etc.) is your content ("Host Content").

You retain full ownership of your Host Content. By entering it into the platform, you grant TheFrontDeskAI a limited, non-exclusive licence to use, store, process, and transmit your Host Content solely for the purpose of operating the AI receptionist service on your behalf.

You represent and warrant that your Host Content:

• Is accurate and up to date
• Does not infringe any third-party intellectual property rights
• Does not contain any content that is unlawful, harmful, or misleading to guests

TheFrontDeskAI may use anonymised, aggregated call interaction data (with all personal identifiers removed) to improve AI model accuracy. We will never attribute anonymised data back to your specific account or property.

OTA Integration & Guest Data

When you connect your Airbnb or Booking.com account via our channel partner (Channex.io), your guests' booking data (name, phone number, stay dates) is automatically synced to enable call routing.

Your responsibilities regarding guest data:

• You must have a lawful basis to share your guests' contact information with a third-party service provider. Your booking agreement with guests on Airbnb or Booking.com provides this basis for the purpose of property management communications.
• You are responsible for ensuring your property listing describes that an AI receptionist service is in use, or that you communicate this to guests in your welcome message
• You must not download or export guest phone numbers from the platform for any purpose other than directly contacting your own guests about their stay

Guest data is automatically deleted from the platform 30 days after the guest's check-out date. You may delete individual records earlier from your dashboard.

AI Service Limitations & Disclaimers

TheFrontDeskAI provides an AI-assisted service. You acknowledge and agree to the following inherent limitations:

• AI is not infallible: The AI may occasionally misunderstand heavily accented speech, unfamiliar proper nouns, or very unusual queries. We continuously improve accuracy but cannot guarantee perfect comprehension in all cases.
• Knowledge base accuracy: The AI can only answer based on the information you have provided in your property knowledge base. If you have not provided certain information (e.g., nearest hospital), the AI will tell the guest it does not have that information and will contact the host.
• Emergency escalation: The emergency keyword-triggered WhatsApp emergency message to your caretaker is a best-effort feature. You must ensure your caretaker number is always reachable. TheFrontDeskAI is not a substitute for emergency services (Police: 100, Ambulance: 108, Fire: 101).
• Network dependency: Service availability depends on the uptime of third-party providers including Vapi.ai, Sarvam AI, Exotel, Meta, and Channex.io. Outages at these providers may temporarily affect service.
• Language limitations: While our AI supports Hindi, Hinglish, and English natively, strong regional dialects or languages outside Sarvam AI's supported set may not be understood accurately.

Uptime, SLA & Service Credits

TheFrontDeskAI targets 99% platform uptime on a monthly basis, excluding scheduled maintenance windows (announced 48 hours in advance via email and WhatsApp).

Credits are applied to your next billing cycle and are not redeemable for cash. To claim a credit, contact support@thefrontdeskai.in within 7 days of the incident with the affected date range and a brief description.

Intellectual Property

All elements of the TheFrontDeskAI platform — including the software, AI system architecture, dashboard UI, branding, and documentation — are the exclusive intellectual property of TheFrontDeskAI and are protected under Indian copyright, trademark, and trade secret law.

You are granted a limited, non-exclusive, non-transferable, revocable licence to use the platform solely for the purpose of managing your property's guest communications during an active subscription period.

You may not:

• Copy, modify, adapt, or create derivative works of the platform
• Reverse-engineer any component of the AI system or voice processing pipeline
• Remove any copyright, trademark, or proprietary notices from the platform
• Use the TheFrontDeskAI brand name, logo, or trademarks without prior written consent

Limitation of Liability

To the maximum extent permitted by applicable Indian law, TheFrontDeskAI's total cumulative liability to you for any claims arising from or related to these Terms or the platform shall not exceed the total subscription fees you paid in the 3 months immediately preceding the event giving rise to the claim.

In no event shall TheFrontDeskAI be liable for:

• Indirect, incidental, special, consequential, or punitive damages
• Loss of bookings, revenue, or Airbnb ranking resulting from service interruption, guest dissatisfaction, or AI misunderstanding
• Negative reviews or ratings left by guests following any AI-handled interaction
• Failure to escalate an emergency call if the caretaker number provided is unreachable
• Any loss arising from a guest acting on AI-provided information that was inaccurate due to outdated host-provided knowledge base content
• Force majeure events including acts of government, internet outages, or failures of third-party APIs

Indemnification

You agree to indemnify, defend, and hold harmless TheFrontDeskAI, its proprietors, officers, employees, and service partners from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with:

• Your violation of these Terms
• Inaccurate or misleading information in your property knowledge base
• Your failure to inform guests that an AI receptionist service is in use
• Your violation of any third-party rights, including Airbnb or Booking.com host terms
• Any claim by your guests arising from your use of the platform

Termination

Termination by You

You may terminate your account at any time via your dashboard. Service continues until the end of the current paid billing period. No refund is issued for the unused portion of the current month.

Termination by TheFrontDeskAI

We may suspend or terminate your account immediately without notice if:

• You breach these Terms and fail to remedy the breach within 5 days of written notice
• Your account is involved in fraudulent activity, harassment, or illegal conduct
• Payment is overdue by more than 15 days after a second failed attempt
• Continuation of the account poses a legal or regulatory risk to the platform

On termination, your access to the dashboard is revoked, your virtual number is released, and all data is handled per our Privacy Policy's retention schedule. You may request an export of your call logs and property knowledge base data within 30 days of termination.

Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of the Republic of India, without regard to conflict of law principles.

Step 1 — Informal Resolution: Before initiating any formal proceeding, you agree to first contact us at legal@thefrontdeskai.in and allow 30 days for good-faith resolution.

Step 2 — Mediation: If informal resolution fails, disputes shall be referred to mediation in Delhi under the Mediation and Conciliation Rules of the Indian Mediation Centre.

Step 3 — Jurisdiction: If mediation is unsuccessful, the courts of Delhi, India shall have exclusive jurisdiction over all disputes arising from these Terms.

Changes to Terms

We reserve the right to modify these Terms at any time. When we make material changes, we will:

• Update the "Last Updated" date at the top of this page
• Notify all active subscribers via email and WhatsApp at least 14 days before changes take effect
• For changes that materially affect your rights, provide an opt-out option (cancellation without penalty within the notice period)

Continued use of the platform after the effective date constitutes acceptance of the revised Terms.

Contact

For any questions or concerns about these Terms, please contact: