Terms of Service

1. The service

Hospedora lets you manage bookings, guests, online check-in, guest messaging, invoicing (through third-party certified software), SIBA reporting, smart locks and the property's website. Available features depend on the plan and on the availability shown at https://hospedora.com/en/pricing.

2. Account

• You must be at least 18 and provide accurate information. The account is personal; you sign in with a code sent to your email or with Google/Microsoft.
• You are responsible for what is done with your account and for the access you give to staff. Tell us immediately if you suspect misuse.
• You can delete your account at any time, in the app or the back office (user menu → "Delete account"). Properties where you are the only owner are closed immediately (website, platform bookings and integrations switched off) and their data is deleted after 30 days, except what the law requires us to keep (for example invoices and SIBA records), which is kept until the legal period ends; download anything you need first.

3. Plans, free trial, payment and cancellation

• Plans, prices (VAT included) and the length of the free trial are at https://hospedora.com/en/pricing. The free trial costs nothing and does not ask for payment details. When it ends without a paid plan, the property moves to the Free plan with the limits described there — nothing is deleted.
• Paid plans are bought on the website, with the price and period (monthly or yearly) shown before you pay, and renew automatically at the end of each period until cancelled. We email you before a yearly plan renews.
• You can cancel at any time, in the back office or by email. Cancellation takes effect at the end of the period already paid, until which you keep access; the property then moves to the Free plan.
• Periods already paid are not refunded, except where the law requires (for example, the right of withdrawal in section 4) or in the cases in these terms (sections 11 and 12), where we refund the unused part of the period.

4. Right of withdrawal (consumers only)

If you are a consumer, you may withdraw from a paid plan within 14 days of purchase, without giving a reason and at no cost, by sending us a clear statement to geral@hospedora.com (you may use the model withdrawal form in the Annex to Portuguese Decree-Law 24/2014, but you do not have to). We refund the amount paid within 14 days, using the same payment method.

If you expressly asked for the paid plan to start before the 14 days ended, you only pay for the service provided up to your withdrawal (Decree-Law 24/2014, Art. 15). The free trial does not count towards this period and never results in a charge.

This right does not apply to customers acting as professionals.

5. Customer obligations

• Comply with the law that applies to your business, including short-term rental registration, tax obligations and foreign guest registration (SIBA). The platform helps, but these obligations are the property's.
• Issue tax documents through certified software (Moloni, Hostkit or other) — the platform is not certified invoicing software.
• As controller of guest data: inform guests about the processing (Arts. 13 and 14 GDPR), have a legal basis for all data you record and set appropriate retention periods. If you turn on third-party content in the guide or website (for example Google Maps or GetYourGuide), you are responsible for informing visitors and, where the law requires, obtaining their consent.
• Do not use the platform for unlawful or misleading content, content that infringes others' rights, or unsolicited messages; do not try to access other customers' data or disrupt the service.

6. Data protection — data processing agreement (Article 28 GDPR)

This section is the data processing agreement between the customer (controller) and Hospedora (processor) for the personal data the customer records on the platform. If it conflicts with any other part of these terms, this section prevails.

• Subject matter and nature: storing, organising, consulting, transmitting (for example guest emails, SIBA reports, invoicing and lock data) and erasing data, to provide the property management service.
• Duration: for the term of the contract, and afterwards only as long as needed to delete the data (see "end of contract" below).
• Data subjects: guests, companions (including children), contacts at corporate clients, suppliers and property staff.
• Data: identity, contacts, stay and payment details, identity data required by the SIBA law (including document number and type, date and place of birth, nationality and residence), billing data, messages and reviews. The platform is not intended for special categories of data (Art. 9 GDPR); the customer must not record them.

As processor, Hospedora:

• processes the data only on the customer's documented instructions — these terms, the platform's configuration and the customer's use of it — including with regard to transfers outside the EEA, unless EU or Portuguese law requires otherwise, in which case it informs the customer beforehand unless the law prohibits it;
• immediately informs the customer if, in its opinion, an instruction infringes the GDPR or other data protection law;
• ensures that people with access to the data are bound by confidentiality;
• applies the Art. 32 GDPR technical and organisational measures described in the Privacy Policy (encryption in transit, encryption of identity documents and credentials, per-property access control, audit logging, daily encrypted backups with tested restores);
• may use the sub-processors listed in the Privacy Policy, which the customer generally authorises. It notifies the customer at least 30 days before adding or replacing one; if the customer objects on reasonable data protection grounds and no solution is found, the customer may terminate without penalty before the change takes effect, with a refund of the unused part. Each sub-processor is bound by contract to data protection obligations equivalent to these, and Hospedora remains liable to the customer for their performance;
• only transfers data outside the EEA with one of the safeguards of Arts. 44–49 GDPR (adequacy decision or standard contractual clauses), listed in the Privacy Policy;
• assists the customer in responding to data subject requests — the platform can export, correct and anonymise a guest's data — and promptly forwards any requests it receives directly;
• assists the customer with security, breach notification, impact assessments and prior consultation (Arts. 32–36 GDPR), taking into account the information available to it;
• notifies the customer without undue delay, and where possible within 48 hours, after becoming aware of a personal data breach affecting it, with the Art. 33(3) GDPR information available at the time, completing it later;
• at the end of the contract, or when the customer deletes a property, deletes its data from the platform immediately; the customer can export it first. Encrypted backups containing it are removed in the normal cycle, within 60 days at most. Only data the law requires to be kept is retained;
• keeps the Art. 30(2) GDPR record of processing activities and makes available to the customer the information needed to demonstrate compliance with this agreement;
• allows for and contributes to audits and inspections by the customer or an auditor it mandates who is bound by confidentiality, with at least 30 days' notice, at most once a year except after a data breach or at an authority's request, during business hours and without disrupting the service or exposing other customers' data. Each party bears its own costs.

Integrations the customer connects with its own account (invoicing software, Beds24, smart locks, the property's mailbox) are the customer's own providers, under the contracts the customer makes with them, and not sub-processors of Hospedora: the platform sends them data on the customer's instructions.

7. Third-party integrations

Integrations (Moloni, Hostkit, Beds24, Google, Microsoft, Nuki, TTLock, among others) depend on those providers and on the terms the customer accepts with them. We are not responsible for their downtime or changes, or for what they do with the data they receive.

8. Availability, support and changes to the service

We do our best to keep the service available and secure, but there may be interruptions for maintenance or for reasons beyond our control; planned maintenance is done, where possible, at quiet times. Support by email: geral@hospedora.com.

We may improve or change features. If a change removes or materially worsens a feature included in a paid plan, we give at least 30 days' notice and the customer may cancel before then with a refund of the unused part; consumers also have the rights on modification of digital services under Portuguese Decree-Law 84/2021.

9. Intellectual property

The Hospedora software, brand and content belong to us or our licensors. The data and content the customer puts on the platform remain the customer's; the customer grants us only the licence needed to provide the service (for example, to publish the property's website), which ends when the customer deletes them.

10. Liability

We are liable, as provided by law, for damage we cause by breaching these terms. For professional customers, and to the extent permitted by law, we are not liable for lost profits or indirect damage, and our total liability per year is limited to the amount paid by the customer in the 12 months before the event giving rise to it.

These limits do not apply to damage caused wilfully or by gross negligence, to death or personal injury, or to other cases where the law does not allow liability to be limited (Decree-Law 446/85, Art. 18). None of these limits apply to consumers: they keep all the rights the law gives them, including under Decree-Law 84/2021.

The customer is responsible for the data it records and for its property's legal obligations (section 5).

11. Suspension and termination

We may suspend an account, to the extent necessary, to stop a serious and imminent security risk or a serious breach of these terms or the law, giving the customer as much notice as possible and the reason. If the breach is not remedied after notice, we may close the account; before that the customer can export its data.

If we decide to stop providing the service, we give at least 90 days' notice so the customer can export its data, and refund the unused part of periods already paid. The customer may stop using the service and delete the account at any time.

12. Changes to these terms

We may change these terms for valid reasons: changes in the law or in decisions of authorities, new features or plans, changes of providers, security, or to make them clearer. Material changes are announced by email and on the platform at least 30 days in advance, with the new text. If you do not agree, you may cancel before they take effect, without penalty and with a refund of the unused part of periods already paid; if you keep using the service after that date, the new terms apply. Changes solely in the customer's favour or required by law may apply sooner.

13. Law, disputes and complaints

Portuguese law applies. For disputes with professional customers, the Judicial Court of the District of Setúbal (Tribunal Judicial da Comarca de Setúbal), Portugal, has jurisdiction. Consumers may use the courts the law gives them, including those where they live.

Alternative dispute resolution for consumers: in the event of a dispute, consumers may turn to CNIACC — Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (www.cniacc.pt) or another competent alternative dispute resolution body; the full list is at www.consumidor.gov.pt.

Portuguese electronic complaints book: www.livroreclamacoes.pt.

These terms are available in Portuguese and English; in case of discrepancy the Portuguese version prevails.

14. Contact

Filipe Goucha — Rua do Búzio 66, 7500-016 Costa de Santo André, Portugal — geral@hospedora.com