Terms of Service

Overview

These Terms of Service govern access to and use of Balu, including our websites, client portal, AI guest messaging tools, availability features, knowledge management tools, integrations, support, and related services.

By using Balu, creating an account, signing an order form, or paying an invoice, you agree to these Terms unless a separate written agreement with Balu says otherwise.

Services

Balu provides software and automation tools for hospitality teams. The service can help manage guest messaging, approved knowledge, availability context, AI-generated replies, analytics, and human handoff workflows.

Balu is a support and operations tool. It does not replace staff judgment for reservations, safety issues, payment disputes, legal obligations, emergency situations, or exceptions that require human review.

Accounts and security

• You are responsible for keeping account credentials secure.
• You must provide accurate account, billing, and business information.
• You are responsible for all activity under your account unless caused by Balu's failure to use reasonable security measures.
• You must promptly tell us if you suspect unauthorized access.

Customer content and guest data

You retain ownership of content and data you submit to Balu, including property information, knowledge entries, calendar data, guest conversations, and configuration settings.

You grant Balu permission to process that content as needed to provide, secure, support, improve, and troubleshoot the services.

AI outputs

Balu may generate drafts, recommendations, summaries, classifications, and automated replies. AI outputs can be incomplete, delayed, or incorrect.

You are responsible for reviewing outputs where appropriate and for configuring the service with accurate approved knowledge, availability, rates, handoff rules, and policies.

Billing and payment

Paid services may be billed by invoice, order form, subscription checkout, payment link, or another written agreement. Prices, billing frequency, taxes, and included services will be shown before purchase or in the applicable order document.

Payments may be processed by third-party payment providers such as Stripe. Stripe may process personal data according to its own privacy policy at stripe.com/privacy.

Acceptable use

You must use Balu lawfully and follow our Acceptable Use Policy. You may not use the service to send spam, violate platform rules, mislead guests, collect unlawful data, or operate high-risk services without human oversight.

Service changes and availability

We may update, improve, suspend, or discontinue parts of the service. We work to keep Balu reliable, but we do not guarantee uninterrupted or error-free operation.

Disclaimers and limitation of liability

The service is provided on an as-is and as-available basis to the fullest extent allowed by law. Balu disclaims implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

To the fullest extent allowed by law, Balu will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, lost profits, lost revenue, loss of goodwill, or loss of data.

Contact

Questions about these Terms can be sent to legal@balu.cx.