Terms and Conditions

1. Definitions

In these terms:

• “Hostly” or “we”: the service provider described in section 2.
• “Host” or “you”: the account holder who subscribes to manage their units.
• “Unit”: an apartment, chalet, villa or room managed through the platform; the basis on which the subscription is counted.
• “Channel”: a booking platform the host connects, such as Airbnb, Booking.com and Gathern.
• “Guest”: a person who books a unit with the host.
• “Team member”: a cleaner or technician for whom the host creates an account in the team app.
• “Plan”: the subscription tier (Light or Pro) described on the pricing page.
• “Automation add-on”: an optional add-on for a specific unit that gives it scheduled messages, door codes and cleaning without changing the account's plan.
• “Customer-support service”: the optional service described in section 13.
• “Refund window”: seven days from the date of your first payment, within which you may cancel and receive a full refund under section 8.
• “Working day”: Sunday to Thursday, excluding official holidays in the Kingdom.

2. Provider details

The service is provided by:

Registered name

SAS Expansion Est.

Registered trademark

Hostly H · TM-01-00-42730-26 · class 42

Email

hello@hostly.io

WhatsApp

Message us

Support hours

Sunday to Thursday, 9:00 to 18:00, Riyadh time

The host is responsible for keeping their account details current; we are responsible for keeping ours current here.

3. Eligibility and your account

• The service is for short-stay hosts and unit managers who are adults (18 and over).
• You agree to enter accurate details and keep them current, and to hold one account per host.
• You are responsible for keeping your password confidential and for everything done from your account, and you tell us at once if you suspect unauthorised use.
• Team accounts you create for your workers are your responsibility; a team member sees only their own jobs and no guest contact details, and you can deactivate their account at any time.

4. Description of the service

Depending on your plan, Hostly gives you:

• One calendar for all your units, whose changes to availability, prices and minimum stay reach Airbnb and Booking.com through an authorised channel manager, and reach Gathern.
• Continuous import of bookings from your channels, a guest directory, one inbox for conversations, and booking notifications.
• Reports and export.
• On the Pro plan: scheduled messages, door codes for smart locks, cleaning and maintenance with the team app, several Airbnb accounts, and pricing rules.

What the service does not include: we do not publish your units on the channels or take bookings on the channels' behalf, we do not hold or process guest payments, and we do not guarantee your units' ranking on any channel or their occupancy. Features differ between plans as described on the pricing page.

5. How to subscribe

The steps:

1. Request an invite on WhatsApp or from hostly.io, or use an invite code we sent you.
2. Create your account with your name, mobile number, email and a password, and confirm your agreement to these terms and the Privacy Policy.
3. Choose your plan and number of units and pay by the available methods: mada, credit cards, Apple Pay or STC Pay through our payment provider, or bank transfer or SADAD for annual invoices.
4. We set up your account and connect your channels with you; a unit goes live on a channel only after its availability has been verified.
5. You then have seven days from your first payment to cancel and receive a full refund, whatever the reason, under section 8.
6. The subscription renews monthly on the same day each month until you cancel.
7. During the invite-only launch no fees are charged, and the payment clauses apply from the first paid plan.

6. Prices, VAT and invoices

• Prices are per unit per month in Saudi riyals, as on the pricing page, and exclude value-added tax.
• Once we are subject to VAT registration, VAT is added as its own line on the invoice, and we issue our invoices under the requirements in force at the time.
• The units counted are the live units in your account on the renewal date; a unit added during the month is counted from the next renewal.
• An upgrade takes effect at once and the difference is charged for the remaining period; a downgrade takes effect from the next renewal.
• We tell you about any price change at least 60 days in advance, and no feature is withdrawn from existing subscribers.
• A promotional rate's terms are set in the offer itself, and it binds you to no minimum term unless the offer says so expressly.

7. Renewal and non-payment

If a renewal payment fails:

1. The platform gives you a 7-day grace period in which sync keeps running and a clear notice is shown.
2. Then your account becomes read-only and sync with the channels stops; your account is not locked and your data stays visible to you.
3. 90 days after the stop, data is deleted under the Privacy Policy.

8. Cancellation and refunds

The seven-day guarantee: if you cancel within seven days of your first payment, we refund the amount in full whatever the reason, and your access ends when the refund is made. It applies once per host and is not renewed by creating a new account.

After that: you may cancel at any time, your access continues to the end of the paid period, and no part of the current month's fee is refunded. Annual plans take 30 days' notice, with unused full months refunded. The full rule is in the Cancellation and Refund Policy.

9. Channel connections and third-party platforms

• By connecting a channel or a lock you authorise Hostly to act on your account with them on your behalf, and you remain bound by each platform's terms.
• We reach Airbnb and Booking.com only through a channel manager authorised by them.
• Some local channels are connected through your direct authorisation on your account with them. Such a connection may be interrupted or stop if the channel changes its systems, and we may suspend it whenever we judge it necessary. You confirm that you have the right to grant this authorisation and that it does not breach your agreement with the channel.
• Smart locks: door codes are created on your own account with the lock provider. You remain responsible for the physical security of the unit and for a backup way in for the guest, and we do not guarantee the lock vendor's service or the lock's connectivity.

10. Sync and responsibility for bookings

• We send every change you make to your channels at once and import their bookings continuously. A channel may nonetheless delay, reject a change or fail.
• You agree to review your calendar, and you acknowledge that Hostly cannot prevent every double booking that arises from a channel's delay or outage, from a change you made directly on the channel, or from a connection you switched off.
• You remain responsible toward your guests and channels for bookings and for any penalties or refunds that follow from them.
• The sync-status notice in the app is the indicator of the connection's state, and it tells you when sync has stopped.
• A channel may hide a unit whose calendar is wrong. Hostly's connection order is designed to prevent that; do not bypass it.

11. Guest data and the host's duties

Guest and team-member data that passes through Hostly is subject to the Personal Data Protection Law; you are its controller and we are its processor. Accordingly:

• We process this data only to provide the service's features, confidentially, with the safeguards and the categories of service providers described in the Privacy Policy.
• We help you answer guests' requests about their data, and tell you without undue delay of any breach affecting it.
• When your subscription ends we delete the data or return it to you within the Privacy Policy's periods (90 days), except what the law requires us to keep, as set out in the Privacy Policy.
• You warrant that you have the right to enter this data and to message the guests, and you use scheduled and automatic messages lawfully, without spam or unlawful content.
• You keep door codes confidential and share them only with the guest of that stay.

12. Acceptable use

You must not:

• Use the service for any purpose that breaks the law or the channels' terms.
• Attempt to reach another host's data, interfere with the service, or circumvent its limits.
• Extract the platform's data automatically, resell the service to others, or share your account.

We may suspend or terminate an account that breaches the above, with notice unless the breach is serious.

13. The customer-support service (optional)

An optional add-on service in which Hostly's team replies to your guests' messages on your behalf and in your name, under your written instructions and the reply texts you approve, and under a separate service agreement that sets the scope of work and response times.

The service's limits: we do not set or change your prices, we do not accept or decline a booking at our own discretion, we do not market your units, and we never present ourselves to a guest as the accommodation provider.

You remain the owner of the unit and of its channel accounts, the one who makes its commercial decisions, and the one legally responsible toward guests and channels. You can stop the service at any time.

14. Intellectual property

Hostly, including its software, design and brand, belongs to us. Your data belongs to you, and you grant us the licence needed to use it to provide the service. We may use your feedback and suggestions to improve the product without compensation. The details, including how to report an infringement of someone's rights, are in the Intellectual Property Policy, which is part of these terms.

15. Availability, support and maintenance

• We aim to keep the service available around the clock and do not guarantee uninterrupted operation; it depends on the channels and on service providers.
• We announce planned maintenance in advance where possible.
• Support is on WhatsApp and by email at hello@hostly.io on working days, Sunday to Thursday, 9:00 to 18:00, Riyadh time.

16. Limits of liability

• To the extent the law allows, we are not liable for indirect or consequential loss, or for lost profits or bookings.
• Our total liability for any claim does not exceed the fees you paid us in the 12 months before it.
• We are not liable for the acts of channels or guests, for lock hardware or vendor failures, or for force majeure.
• Nothing in these terms excludes our liability for fraud or gross negligence.

17. Complaints

To file a complaint:

1. Message us on WhatsApp or write to hello@hostly.io with your account email and a description of the complaint.
2. We acknowledge it within one working day and give you a reference number.
3. We resolve it, or give you a written resolution plan, within 5 working days.
4. If it is not resolved, you may complain to the Ministry of Commerce (1900 or the Balagh app) for commercial matters, and to the Saudi Data & AI Authority for personal-data matters.

18. Notices

We send service notices by email, in the app, by phone notification or on WhatsApp, and each counts as valid written notice.

19. Changes to these terms

We may amend these terms. We tell you about a material change at least 30 days in advance, and your continued use of the service after it takes effect is your acceptance. The current version's date is at the top of the page, and the version you accepted is recorded on your account.

20. Termination

• You may end the subscription at any time by cancelling under section 8.
• We may end the account for a breach of these terms after notice, or at once for a serious breach or for non-payment after the grace period in section 7.
• On termination the account becomes read-only and the data is deleted after 90 days, except what the law requires us to keep, as set out in the Privacy Policy; you can export your reports before then.

21. Governing law and jurisdiction

These terms are governed by the laws of the Kingdom of Saudi Arabia, including the E-Commerce Law and the Personal Data Protection Law. We seek to settle any dispute amicably through the complaints procedure first; if it is not resolved, it is heard before the competent judicial authority in the Kingdom.

22. General provisions

• These terms, with the Privacy Policy, the Cancellation and Refund Policy and the Intellectual Property Policy, are the entire agreement between us.
• If any clause is void, the remaining clauses stay in force.
• You may not assign your account to anyone else without our consent.
• Our not enforcing a right is not a waiver of it.
• These terms were written in Arabic and translated into English; where they differ, the Arabic text prevails.