Terms & Privacy

1. Acceptance of these terms

By creating an account or using Hostlerr (the “Service”), you agree to these Terms of Service. If you do not agree, do not use the Service. You must be able to form a binding contract to hold a host account.

2. What the Service is

Hostlerr is an AI-powered property-knowledge platform for short-term rentals. Hosts capture their property (primarily through photos and descriptions); the Service builds a knowledge base from that material and puts it to work for the people who need it:

• Guests get instant, AI-generated answers about the property — check-in, WiFi, appliances, house rules — through a link or QR code, without creating an account.
• Cleaners and other staff get room-by-room turnover guidance and can report issues, also without creating an account.
• Hosts get an operational knowledge base that grows with every question, issue, and turnover.

3. Accounts and early access

Host accounts require a name, an email address (verified by one-time code), and a password. During early access, creating an account requires an invitation code. You are responsible for keeping your credentials secure and for activity under your account.

During its invite-only pilot, the Service is offered only to hosts and properties located outside Quebec and the European Union. We do not knowingly onboard hosts or properties in those regions during the pilot.

4. Your content and responsibilities

You retain ownership of the content you provide — property photos, descriptions, knowledge entries, and instructions. By uploading content, you grant us the limited rights needed to operate the Service: storing it, processing it (including with the third-party AI providers described in the Privacy Policy), and delivering it to the guests and staff you give access to.

You are responsible for:

• having the rights to the content you upload, and not uploading unlawful content,
• the accuracy of the information you provide about your property,
• providing your guests, cleaners, and other staff with any notice required by law about the information collected when they use the Service (see the Privacy Policy), and
• reviewing the answers and guidance the Service generates, especially anything safety-related (emergency information, appliance instructions, building access).

5. AI-generated content

Answers and guidance produced by the Service are generated by AI from the knowledge you provide. AI output can be incomplete, outdated, or wrong. The Service is a tool that assists your hosting operation — it does not replace your judgment, and we do not guarantee the accuracy of any generated answer.

You are responsible for independently verifying anything safety-critical before relying on it, or letting your guests or staff rely on it — including emergency information, building and door access, and the operation of appliances and equipment. Do not rely on AI output as your sole source for any decision that could affect someone's safety.

6. Third-party AI providers

To generate answers and analyze your photos, the Service sends the relevant content to third-party AI providers — currently Google, Anthropic, and OpenAI. This means some of your content leaves our systems and is processed by these providers under their own terms. We do not control, and cannot guarantee, the availability, performance, or output of these providers. How this data is handled is described in the Privacy Policy.

7. Guest and staff access

Guests, cleaners, and other staff access the Service through links or QR codes that you create and share. They do not create accounts; their access is tied to time-limited sessions scoped to your property, and you control whether and when to grant or revoke that access.

8. Acceptable use

You agree not to:

• use the Service for anything unlawful,
• attempt to access other organizations’ data or circumvent access controls, rate limits, or usage caps,
• probe, disrupt, or reverse-engineer the Service, or
• abuse the AI features (for example, attempting to extract other users’ data or generate harmful content).

9. Fees

During the pilot phase the Service is offered without charge. If paid plans are introduced, pricing and terms will be communicated clearly before anything is billed.

10. Termination

You may stop using the Service and request deletion of your account at any time by contacting support@hostlerr.com. We may suspend or terminate accounts that violate these terms. On termination, your data is handled as described in the Privacy Policy.

11. Disclaimers and limitation of liability

The Service is provided “as is” and “as available,” without warranties of any kind, express or implied, including any implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

To the maximum extent permitted by law, we are not liable for indirect, incidental, special, or consequential damages arising from your use of the Service, and our total liability for any claim is limited to the greater of (a) the amount you paid us for the Service in the twelve months before the claim arose, or (b) CAD $500.

Nothing in these terms limits or excludes any liability that cannot be limited or excluded under applicable law — including liability for fraud, gross negligence, willful misconduct, or death or personal injury caused by our negligence.

12. Indemnification

You agree to indemnify and hold harmless Hostlerr and its operator from and against any third-party claims, demands, losses, liabilities, damages, and reasonable costs (including legal fees) arising out of or related to: (a) the content you provide and the information you give about your property; (b) your use of the Service; (c) your violation of these terms or any applicable law; or (d) your violation of any rights of a third party. This includes claims brought by the guests, cleaners, and other people you give access to the Service. This obligation does not apply to the extent a claim arises from our own fraud, gross negligence, or willful misconduct.

13. Changes to these terms

We may update these terms as the Service evolves. We will post the updated terms with a revised date, and notify hosts by email of material changes. Continued use of the Service after changes take effect constitutes acceptance.

14. Survival

Provisions that by their nature should survive the end of these terms or your account — including those covering your content license, disclaimers, limitation of liability, indemnification, and governing law — continue to apply after these terms or your account end.

15. Severability

If any provision of these terms is found to be unenforceable, that provision will be limited or removed to the minimum extent necessary, and the remaining provisions will stay in full effect.

16. Governing law

These terms are governed by the laws of British Columbia, Canada, and the federal laws of Canada applicable in it.

17. Contact

Questions about these terms: support@hostlerr.com.

1. Who we are

Hostlerr is operated from British Columbia, Canada. We handle personal information in accordance with applicable Canadian privacy law — principally British Columbia's Personal Information Protection Act (PIPA), and, for information that crosses provincial or national borders, Canada's Personal Information Protection and Electronic Documents Act (PIPEDA).

The person accountable for privacy at Hostlerr is our Privacy Contact, reachable at support@hostlerr.com. That is the address for any question, request, or concern about this policy.

2. Our role, and where we operate

For the personal information of your guests, cleaners, and other staff, you — the host — decide why it is collected and how it is used to run your property. In privacy terms, you are the “controller” of that information and we act as your “processor,” handling it on your behalf to provide the Service. As a host, you are responsible for giving those people any notice the law requires about this collection.

For a limited set of purposes that we determine ourselves — keeping the Service secure, preventing abuse, and operating the platform — we act as an independent controller. The clearest example is the IP address we record when a session is created, which we use for security and auditing.

During its invite-only pilot, the Service is offered only to hosts and properties located outside Quebec and the European Union. We do not knowingly onboard hosts or properties in those regions during the pilot.

3. Information we collect

Host accounts:

• Name, email address (verified by one-time code), and a password (stored only as a hash).
• Optional profile image.
• Signup provenance (which invitation code was used).
• Session security data: IP address, browser user-agent, and session tokens.

Guests, cleaners, and other staff: we do not collect names, email addresses, or other directly identifying information. They are identified only by opaque session tokens scoped to a property or turnover. We retain the IP address from session creation for security auditing, and activity timestamps.

Property and operational content provided by hosts:

• Property details (name, address, timezone) and the knowledge base built from them (rooms, items, instructions).
• Photos — location metadata (EXIF) is stripped when photos are uploaded.
• Conversations and messages between the AI and hosts, guests, and cleaners, including photo attachments shared in chat.
• Turnover records and issue reports.
• AI usage records (token counts and cost estimates — not message content).

4. How we use information

• To provide the Service: generating AI answers for guests, turnover guidance for cleaners, and the host knowledge base.
• To send transactional email to hosts (verification codes, password resets, escalations, and digests). We do not email guests or cleaners — we do not have their addresses.
• For security: rate limiting, account-lockout protection, usage caps, and audit logging.
• We do not sell personal information, run advertising, or use third-party analytics or tracking.

5. AI processing

Property photos and chat messages are processed by third-party AI model providers to generate analysis and answers. Hostlerr currently uses Google (Gemini) for photo analysis, and is configured to use models from Google, Anthropic, and OpenAI for conversation. Content sent to these providers is used to provide the Service to you, subject to those providers' terms.

6. Service providers

• Google Cloud Platform — application hosting, database (encrypted at rest), and photo storage (private buckets; photos are served through short-lived signed URLs).
• AI model providers — Google, Anthropic, and OpenAI, as described above.
• Resend — transactional email delivery, for host emails only.
• Cloudflare — DNS and network routing.

7. Where your data is processed

Some of your information is processed outside Canada. In particular, the AI providers (Google, Anthropic, and OpenAI) and our cloud-infrastructure provider (Google Cloud Platform) process data in the United States.

While your information is in another country, it may be accessible to the courts, law enforcement, and national-security authorities of that country under its laws. Wherever your information is processed, we remain accountable for it and require our providers, by contract, to protect it at a level comparable to what this policy describes.

8. Cookies

We use only the cookies the Service needs to function: a session cookie for signed-in hosts, and a session cookie for guest/cleaner access links (required, among other things, for property photos to load). There are no advertising, analytics, or tracking cookies.

9. Data retention

Host account data and property content are retained while your account is active. Guest, cleaner, and contractor sessions expire automatically (guest sessions after about 7 days by default; cleaner access up to 90 days after a turnover; contractor access about 30 days) — when a session expires, access is cut off immediately.

We are transparent about one limitation of the current early-access system: expired sessions and their conversations are deactivated immediately but not yet purged on an automatic schedule — scheduled permanent deletion is being built out. If you want specific data permanently deleted now, ask us at support@hostlerr.com and we will do it manually.

10. Your rights

You can request access to, correction of, or deletion of your personal information at any time by emailing support@hostlerr.com. Where we rely on your consent to handle information, you can withdraw that consent at any time (this may limit or end your ability to use the Service). Account deletion is currently handled through support (there is no in-app deletion flow yet) and removes your account and associated property data. We respond to requests within a reasonable time.

If you are not satisfied with how we have handled your personal information, you have the right to complain to a privacy regulator — the Office of the Privacy Commissioner of Canada (priv.gc.ca) or the Office of the Information and Privacy Commissioner for British Columbia (oipc.bc.ca).

11. Security

• Each organization's data is isolated at the data-access layer — cross-organization access is rejected.
• Session cookies are HttpOnly, Secure, and SameSite-restricted.
• Rate limiting and account-lockout protection on authentication and AI endpoints.
• Personal information is redacted from application logs.
• Photo EXIF (including location) is stripped on upload; databases are encrypted at rest.

12. Children

The Service is a business tool for property hosts and is not directed to children, nor intended for use by children under 13. We do not knowingly collect personal information from children. If we become aware that we have collected personal information from a child, we will delete it.

13. Changes to this policy

We will post updates to this policy with a revised date, and notify hosts by email of material changes.

14. Contact

Privacy questions and requests: support@hostlerr.com.