Terms of Service

GuestSquad provides outsourced guest-communications and back-office support for hotels, resorts, serviced apartments, and short-term-rental operators, which may include reservation support, guest messaging, OTA inbox management, after-hours front-desk coverage, callback and lead recovery, upsell and revenue support, and back-office guest operations (collectively, the "Services"), as further described on the Site or in an applicable order form, statement of work, or pilot agreement (each, an "Order").

GuestSquad provides Services as a support, overflow, and after-hours layer for Client's existing operations. GuestSquad does not guarantee specific booking volumes, revenue outcomes, response times, or any other business result, except to the extent expressly and specifically stated in a signed Order.

Client is responsible for providing accurate and current information about its property, rates, policies, escalation preferences, and brand voice, and for granting GuestSquad timely access to the systems (PMS, CRS, OTA accounts, phone systems, messaging platforms) reasonably necessary to perform the Services. Delays or inaccuracies caused by Client's failure to provide such access or information may affect service quality and are not attributable to GuestSquad.

Client represents that it has all necessary rights, consents, and lawful basis to share any guest or third-party personal data with GuestSquad for purposes of the Services, including any consents required for GuestSquad to act as a processor under applicable data protection law.

Fees for the Services are as set out in the applicable Order. By providing a payment method (credit card, ACH, wire, or other agreed method) and signing an Order, Client expressly authorizes GuestSquad to charge that payment method for all fees described in the Order on the agreed billing schedule, including recurring monthly charges where applicable, until the Order or these Terms are terminated in accordance with Section 7.

Client agrees to keep payment method details current and to promptly notify GuestSquad of any changes. GuestSquad is not responsible for failed charges, late fees, or service interruption resulting from outdated or invalid payment information on file.

Invoices are due upon receipt unless otherwise stated in the Order. Late payments may accrue interest at the lesser of 1.5% per month or the maximum rate permitted by applicable law, and GuestSquad may suspend Services for accounts more than 15 days past due, upon prior written notice.

If Client believes any charge is incorrect, Client agrees to contact GuestSquad at info@guestsquad.com within thirty (30) days of the charge date to attempt to resolve the dispute directly with us before contacting Client's bank or card issuer to dispute or reverse the charge (a "Chargeback").

Client agrees not to initiate a Chargeback for fees properly authorized under a signed Order and these Terms. Initiating a Chargeback for an authorized, undisputed-in-good-faith charge, without first attempting resolution as described above, is a material breach of these Terms. In such cases, GuestSquad reserves the right to: (a) suspend or terminate Services immediately; (b) pursue collection of the disputed amount through any lawful means, including third-party collections; and (c) recover GuestSquad's reasonable costs of collection, including chargeback fees imposed by GuestSquad's payment processor and reasonable attorneys' fees, to the extent permitted by applicable law.

Nothing in this Section limits any right Client may have under applicable consumer protection law where such law cannot be waived; this Section applies to the maximum extent permitted by law in a business-to-business context.

Where Client purchases a discounted pilot engagement (a "Pilot") as described on the Site or in an Order, the Pilot fee is charged at the outset of the Pilot period and is non-refundable once the Pilot has commenced, except as required by applicable law. The Pilot does not automatically convert into a recurring paid plan; continuation beyond the Pilot period requires Client's affirmative agreement to a subsequent Order. GuestSquad will provide a performance summary at or near the end of the Pilot period to support that decision.

Except as expressly stated in an Order or required by applicable law, fees already invoiced or charged for Services already rendered, or for a then-current billing period, are non-refundable. Either party may terminate a month-to-month Order for convenience with at least 30 days' prior written notice unless a different notice period is specified in the Order; fees for the notice period remain payable.

Client remains responsible for all fees accrued up to the effective date of termination.

These Terms remain in effect for as long as an Order between the parties is active. Either party may terminate an Order for the other party's uncured material breach upon thirty (30) days' written notice describing the breach, if the breach remains uncured at the end of that period. GuestSquad may suspend or terminate Services immediately for non-payment (subject to Section 4) or for Client's violation of Section 6 (Chargebacks).

Upon termination, Client remains liable for all fees accrued prior to the termination date, and GuestSquad will, upon request and consistent with our data processing agreement, return or delete Client and guest data in our possession, except as required to be retained by law.

Each party agrees to protect the other party's non-public business, technical, and guest information disclosed in connection with the Services ("Confidential Information") using at least the same degree of care it uses for its own confidential information, and not to disclose such information to third parties except as necessary to perform under these Terms or as required by law. This obligation survives termination of these Terms.

GuestSquad's collection and use of personal data is described in our Privacy Policy, available at /privacy-policy, which is incorporated by reference. Where GuestSquad processes personal data on Client's behalf as a processor, the parties will, upon request, enter into a separate data processing agreement governing that processing in accordance with applicable data protection law.

GuestSquad retains all right, title, and interest in and to its own methodologies, software, templates, training materials, and know-how used to deliver the Services. Client retains all right, title, and interest in its own brand, trademarks, content, and data. Nothing in these Terms transfers ownership of either party's pre-existing intellectual property to the other.

THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, GUESTSQUAD DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND DOES NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR WILL RESULT IN ANY PARTICULAR BOOKING VOLUME, REVENUE, OR GUEST SATISFACTION OUTCOME.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE, OR DATA, ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICES, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, GUESTSQUAD'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICES WILL NOT EXCEED THE TOTAL FEES PAID BY CLIENT TO GUESTSQUAD UNDER THE APPLICABLE ORDER IN THE THREE (3) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

Client agrees to indemnify, defend, and hold harmless GuestSquad and its officers, employees, and agents from and against any third-party claims, damages, liabilities, and reasonable expenses (including attorneys' fees) arising out of Client's breach of these Terms, Client's provision of inaccurate information, or Client's failure to obtain necessary consents or rights for data shared with GuestSquad.

These Terms are governed by the laws of the State of Washington, USA, without regard to its conflict-of-laws principles. The parties agree to first attempt to resolve any dispute arising out of or relating to these Terms through good-faith negotiation between authorized representatives within thirty (30) days of written notice of the dispute. If unresolved, the parties consent to the exclusive jurisdiction and venue of the state and federal courts located in Washington State for any action not otherwise subject to mandatory arbitration under applicable law.

Neither party will be liable for any failure or delay in performance due to causes beyond its reasonable control, including acts of God, natural disaster, war, terrorism, labor disputes, internet or telecommunications failures, or governmental action.

These Terms, together with any applicable Order, constitute the entire agreement between the parties regarding the Services and supersede any prior agreements on the subject matter. If any provision of these Terms is found unenforceable, the remaining provisions will remain in full force and effect. Neither party may assign these Terms without the other party's prior written consent, except in connection with a merger, acquisition, or sale of substantially all assets. GuestSquad may update these Terms from time to time; material changes will be communicated to active Clients, and continued use of the Services after the effective date of an update constitutes acceptance of the revised Terms.

Questions about these Terms should be directed to info@guestsquad.com or +1 509 588 7311. Raptric LLC operates GuestSquad; for general company information, visit https://raptric.com.

These Terms are provided as a general commercial template and do not constitute legal advice. We strongly recommend having these Terms reviewed by qualified legal counsel licensed in your jurisdiction before relying on them, particularly the billing authorization, chargeback, and limitation of liability provisions, to ensure enforceability under applicable law and your card-network/payment-processor rules.