Terms and conditions

1. Scope and parties

These terms describe the Odwelo website and service operated by AccessTrail Ltd. They are intended for businesses using Odwelo and their authorised staff. A service agreement begins when an authorised business representative accepts these terms or signs an order incorporating them; merely visiting this website does not create a subscription.

A guest who contacts or books with a business through Odwelo contracts with that accommodation business, not with Odwelo. The business's own booking, cancellation and guest terms govern the stay, subject to applicable law.

2. The service

Odwelo provides AI-assisted guest communication and a staff inbox. Depending on enabled features, it can answer routine questions, route a conversation to staff, give information or estimates based on business-supplied knowledge, and assist a booking or payment through connected systems. An order or account configuration identifies the channels and features available to a business.

A business may connect supported phone, WhatsApp, website-chat and social messaging channels, including Instagram and TikTok, where it has the necessary account and platform permissions. Website chat requires approval of the business's website domains. We may refuse or pause a connection where security, platform or operational requirements are not met.

3. Accounts and authorised users

The business must provide accurate account details, nominate an owner, manage staff permissions and remove access promptly when a person no longer needs it. Users must protect sign-in links and devices and must not share access with unauthorised people. The business is responsible for actions by its authorised users unless those actions result from our breach of these terms. It must tell us promptly about suspected compromise.

4. Business content and responsibilities

The business controls and must keep accurate its property descriptions, house rules, prices, offers, availability, booking links, response instructions and other information supplied to Odwelo. It must have the right to use that material. It must not upload unlawful material, card numbers, unnecessary sensitive information or instructions intended to defeat service safeguards.

The business remains responsible for guest privacy notices and lawful bases, marketing and messaging permissions, accommodation and consumer-law duties, tax, fulfilment, human handoff, and reviewing escalations. It must test its knowledge and settings before enabling automation, monitor conversations and correct errors promptly. It must comply with applicable connected-platform and provider terms and not use Odwelo for spam, deception or unlawful surveillance.

5. AI output and human review

AI-generated replies may be incomplete or wrong. We use guardrails and business-approved information, but cannot guarantee every answer or interpretation. Odwelo may decline to answer or route a matter to staff when information is missing or a request is outside the configured scope. The business should provide a workable human contact route.

No AI reply or indicative quote is a confirmed reservation. Odwelo does not give legal, medical or financial advice to guests, and an automated response cannot override the business's booking terms.

6. Bookings, payments and third parties

Where a supported booking system is connected, Odwelo can assist with its configured workflow. Price and availability are final only when that system and the business's rules confirm them. Without a supported connection, Odwelo may provide an indicative price from business-supplied data and link to the business's own booking page; it cannot make a booking through an unsupported system.

The business is the accommodation provider and merchant of record. If card payments are enabled, Stripe hosts the payment page and processes card details under its own terms. The business manages fulfilment, cancellations, refunds and chargebacks. Independent channel, payment and property-system outages or policy decisions may limit a feature.

7. Fees and service changes

Any subscription fee, usage allowance, trial, billing date and tax treatment must appear in an accepted order or pricing agreement; these terms alone do not create an unquoted charge. Third-party charges are separate unless an order says otherwise. We will give advance notice before changing an agreed fee and will not apply an increase retrospectively.

We may improve the service. If we materially remove an agreed paid feature, we will give reasonable notice where practicable and discuss an alternative or termination of the affected service. Urgent legal or security changes may take effect sooner.

8. Data, intellectual property and confidentiality

The business retains ownership of its property information, knowledge and guest data. It permits us to process that material as needed to deliver, secure and support the service and comply with law. We retain ownership of Odwelo software, designs and documentation; the business receives a limited, non-exclusive right to use the service while its agreement is active.

Our privacy policy covers our own handling of personal information. Where Odwelo processes guest information on the business's behalf, the business must enter into our data-processing agreement before enabling channels that handle that information. That agreement governs documented instructions, subprocessors, security, assistance with rights requests and deletion or return of data. Each party must protect the other's confidential information and disclose it only to people or providers who need it for the agreement, or where law requires disclosure. These duties survive termination.

9. Availability and suspension

We aim to provide a reliable service, but do not promise uninterrupted access or a numerical service level unless an accepted order includes one. We may suspend a feature or account where reasonably necessary to protect security, stop unlawful use, meet a provider or legal requirement, or address a material breach. Where practicable, we will explain the reason and allow the business to resolve it.

10. Liability

Neither party excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded. Subject to those exceptions and any different limit in an accepted order, each party's total liability arising from the service in any twelve-month period is limited to the fees paid or payable by the business for that period. Neither party is liable for indirect or consequential loss, or lost profits or revenue, where that exclusion is permitted by law. These limits do not relieve the business of paying fees properly due or either party of its obligations under applicable data-protection law.

Odwelo is not a party to a guest's accommodation contract and is not responsible for a property's physical services, availability or guest safety. This does not remove liability we cannot lawfully exclude for our own acts or omissions.

11. Ending the agreement

The term, renewal and ordinary cancellation notice for a paid account are set out in its accepted order. Either party may end an agreement for a serious breach that remains unremedied 30 days after written notice. Either party may end it immediately if continuing would be unlawful; we may suspend access immediately to address a serious security risk. On ending, account access and channel connections are disabled and any accrued fees remain payable. We return or delete business data in accordance with the data-processing agreement and applicable legal retention duties.

12. Law, changes and contact

These terms and any dispute between Odwelo and a business are governed by the law of England and Wales, and its courts have exclusive jurisdiction, subject to mandatory law. We will notify customers of material changes before they take effect. Questions and formal notices can be sent to contact@accesstrail.org or by post to AccessTrail Ltd, 167–169 Great Portland Street, 5th Floor, London W1W 5PF, United Kingdom.