Terms of Service

1. About Hospitality Flow and these terms

These terms apply to business use of Hospitality Flow’s Handover + SOP product, including an agreed pilot and any subsequent paid subscription. The service supports shift handovers and creating, reviewing and publishing hotel procedures. Any separately agreed service or data-processing terms also apply; specific written terms take precedence where they address the same matter. Existing agreements are not cancelled or replaced simply by this website update.

2. Pilot access

Handover + SOP is offered as one pilot, with access arranged personally. Applying does not grant access or create a paid subscription. The hotel’s authorised users, pilot duration and data-processing arrangements must be agreed before live use.

Pilot conditions and any fees will be confirmed in writing before you start. Contact us if you wish to end the pilot.

3. Paid subscriptions and pricing

The reference monthly price for Handover + SOP Builder together is £99. Pilot duration, introductory arrangements, payment and cancellation terms are confirmed in writing before starting. See pilot and pricing.

Any paid arrangement, billing frequency, applicable taxes and payment terms will be confirmed before you agree to subscribe. The public pilot application does not take payment. If a paid checkout is offered through an authenticated Hospitality Flow account, the price, taxes and terms must be presented before you authorise payment. We will give advance notice of changes to an existing subscription’s price, with an opportunity to cancel before the new price applies.

4. Cancellation

Contact hello@hospitalityflow.co.uk to cancel. For a paid subscription, the agreed billing period and notice terms determine when cancellation takes effect; these will be provided before purchase. We will confirm the end date and any outstanding charges or refund due under the agreement or applicable law. Arrange any required data return before access ends.

5. Hotel and customer responsibilities

You must be authorised to act for your hotel or organisation, provide accurate information, use the services lawfully and ensure your users follow these terms. Keep appropriate records and check information before relying on it. You remain responsible for hotel operations, staff management and guest communications.

6. Appropriate information

Use only the information needed for routine hotel operations. The initial pilot excludes medical information, sensitive HR or disciplinary records, payment card details, passwords and identity-document images. Review images and captions before uploading them. Keep sensitive records and urgent safety processes in your hotel’s approved systems.

7. Handover + SOP: review before use

HF Handover with SOP Builder is in pilot / early access. Hotel staff must review any generated or automated handover output for accuracy, completeness and relevance before operational reliance. Hotel procedures, SOP drafts, attached images and published revisions must also be reviewed and approved by authorised staff; publication does not certify their safety or legal compliance. Output may contain mistakes or omissions; it is not fully autonomous or guaranteed to be error-free.

HF Handover does not replace your PMS, payment system, emergency procedures, management judgement or authoritative hotel systems. Check important information against the relevant source and use established procedures for urgent or safety-critical matters.

8. Acceptable use

Do not upload unlawful, harmful or misleading content, access data without permission, disrupt or probe the service without authorisation, scrape private information or infringe another person’s rights. Do not attempt to reverse engineer the service except where applicable law permits it.

9. Accounts and access security

Keep credentials secure and do not share them with unauthorised people. Give access only to appropriate staff, remove access when it is no longer needed and tell us promptly about suspected unauthorised access. You are responsible for managing your organisation’s accounts and devices.

10. Customer data and content

You retain your rights in the information and content you supply. You give Hospitality Flow permission to process and display it only as necessary to provide and support the agreed services. You must have the rights and permissions needed to supply it.

The hotel normally controls operational personal data, with Hospitality Flow processing it on the hotel’s instructions under applicable data-processing terms. See our Privacy Policy for the distinction between this role and our own business processing.

11. Hospitality Flow intellectual property

Hospitality Flow retains its rights in its branding, software, designs and service materials. Subject to your agreed terms, you may use the service for your organisation’s authorised purposes; this does not transfer ownership of the software or brand to you.

12. Availability and service changes

We aim to keep the services useful and available, but do not guarantee uninterrupted or error-free operation. Maintenance, updates and third-party outages may affect access. Pilot features may change as we learn from use. We will give reasonable notice of material service changes where practicable and discuss options if an agreed paid service is materially reduced.

13. Third-party services and links

External websites, email services and other third-party tools operate under their own terms and policies. We do not control their availability or content. Use your judgement when following links or sharing information with them.

14. Liability

We will use reasonable care and skill in providing the agreed services. Each party is responsible for losses caused by its breach of these terms or negligence, subject to applicable law. Neither party is responsible for losses that were not reasonably foreseeable when the agreement was made.

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or rights that cannot lawfully be excluded or limited. These terms do not remove our legal duties for data protection or the services we agree to provide.

15. Suspension and termination

We may restrict or suspend access where reasonably necessary to address a security risk, unlawful use or material breach, or non-payment under an agreed paid arrangement. We will explain the reason and allow a reasonable opportunity to resolve it where appropriate; urgent risks may require immediate action.

Either party may end the service for a material breach that is not resolved after reasonable notice. On termination, access ends and data return or deletion follows the agreed processing arrangements and legal obligations.

16. Changes to these terms

We may update these terms as the services develop or legal requirements change. We will publish the revised date and give reasonable advance notice of material changes affecting existing customers. Contact us before a change takes effect if you wish to end an affected service.

17. Contact

These terms are provided by Hospitality Flow Ltd, registered in England and Wales under company number 17575071.

For service, subscription or terms questions, contact hello@hospitalityflow.co.uk.