Terms of Service

These Terms of Service ("Terms") govern your use of the Openfolio hotel management platform ("Service"), including the booking engine, channel sync, operations dashboard, guest communications, and any associated mobile or embedded surfaces. By creating an account, signing a subscription, or accessing the Service, you agree to be bound by these Terms.

1. Definitions

• "We", "us", "Openfolio" - the operator of the Service.
• "You", "Tenant" - the hotel, B&B, guesthouse, or other accommodation business that subscribes to the Service.
• "Property" - the physical accommodation operated by you under a single Tenant account.
• "Guest" - a third-party individual who books a stay through your Tenant.
• "Direct Booking" - a reservation made through your Openfolio-hosted booking engine, embedded widget, or by your staff in the operations dashboard.
• "OTA Booking" - a reservation imported from a third-party online travel agency via iCal or similar channel sync.

2. Subscription + Fees

Your subscription tier (Starter, Growth, Premium, or Enterprise) governs your monthly platform fee, the per-booking commission percentage on Direct Bookings, the room and team-seat limits, and the included features. The fee structure for each tier is published on our pricing page and confirmed in writing at signup. We do not charge commission on OTA Bookings - those reservations sync to your calendar at zero marginal cost to you.

Founding-member pricing, when granted at signup, is locked in for the lifetime of the active subscription. If the subscription lapses for non-payment or cancellation, the founding rate is not preserved on re-subscription.

3. Trial Period

The 21-day free trial begins on first signup. No payment method is required. At the end of the trial, your account moves to a paid subscription only after explicit confirmation - we do not auto-charge cards. If you do not convert, your data is exportable as CSV for 30 days after trial expiry, after which the tenant is archived.

4. Your Responsibilities

• Maintain the accuracy of your Property listings, room inventory, rates, and availability.
• Ensure guest data you collect via the booking engine is collected lawfully and stored only for as long as needed for the booking lifecycle and your applicable tax / accommodation-reporting obligations.
• Comply with all local hospitality, taxation, and consumer-protection laws applicable to your Property.
• Keep your account credentials secure and notify us promptly of suspected unauthorised access.
• Honor reservations confirmed through the Service, including OTA bookings synced via iCal.

5. Our Commitments

• Provide the Service substantially as described on our marketing pages and in the in-product documentation.
• Maintain commercially reasonable security practices, including encryption in transit and at rest, role-based access control, and a full audit log of changes to your tenant data.
• Notify you within 72 hours of any confirmed security incident that materially affects your data.
• Provide reasonable advance notice of planned maintenance, scheduled outside Pakistan business hours where possible.

6. Acceptable Use

Your use of the Service is governed by the separate Acceptable Use Policy. Violations may result in suspension or termination, with no refund of pre-paid fees for the affected period.

7. Data Ownership + Portability

Your guest data, reservations, folios, and operational records remain your data. We process this data on your behalf as a processor under the Data Processing Agreement. On termination, we provide CSV exports of every collection you own (bookings, guests, payments, folios, audit log) within 30 days, after which the data is permanently deleted from production systems within 90 days, subject to backup retention.

8. Service Availability

We target 99.5% monthly uptime on Starter / Growth / Premium tiers and a contractual 99.9% SLA on Enterprise. Planned maintenance windows are excluded from uptime calculations. Service-credit remedies for SLA breaches on Enterprise are documented in the Master Service Agreement.

9. Suspension + Termination

We may suspend or terminate your account for: (a) non-payment after 14 days past due; (b) material breach of the Acceptable Use Policy; (c) regulatory or law-enforcement requirement; (d) prolonged inactivity (12+ months with no bookings created). You may cancel at any time from your billing page; the cancellation takes effect at the end of the current billing period, with no pro-rated refund unless required by law.

10. Liability

To the maximum extent permitted by law, our aggregate liability under these Terms is limited to the platform fees paid by you in the 6 months preceding the claim. We are not liable for indirect, consequential, or punitive damages, including lost bookings, lost guest data not recoverable from our backups, or reputational harm.

11. Governing Law

These Terms are governed by the laws of the Islamic Republic of Pakistan. Disputes are resolved first by good-faith negotiation, then by binding arbitration seated in Lahore under PCAB rules. Nothing in this clause prevents either party seeking urgent injunctive relief in a competent court.

12. Changes to These Terms

We may update these Terms from time to time. Material changes are communicated by email + in-app banner at least 30 days before the new Terms take effect. Continued use after the effective date constitutes acceptance.

13. Contact

Questions about these Terms can be sent to legal@openfolio.app. We reply within one business day.