01
About these Terms
Hostlab is a digital concierge platform for short-term rental hosts and property managers. It lets you build a guide for each property — Wi-Fi details, check-in steps, house rules, local recommendations and paid add-ons — and share it with guests as a link or QR code, with nothing for the guest to download or sign up for.
These Terms sit alongside our Privacy Policy, which explains how we handle personal data. Together, they form the whole agreement between you and Hostlab for your use of the Service.
02
Who can use Hostlab
You may use Hostlab as a host, co-host or property manager if you are at least 18 years old and able to form a binding contract. If you create an account on behalf of a company or team, you confirm that you're authorised to accept these Terms on its behalf, and "you" in these Terms then refers to that organisation.
Guests who open a concierge page shared by a host don't need an account and aren't required to accept these Terms directly, but the limited terms in section 7 apply to their use of that page.
03
Your account
To use the Hostlab dashboard, you'll create an account with accurate, current details. You're responsible for keeping your login credentials confidential and for all activity that happens under your account, including actions taken by any co-host or team member you invite. Let us know straight away at hello@hostlab.ai if you suspect unauthorised access.
04
Plans, free trial & billing
Hostlab is offered on Host, Property Manager and Enterprise plans, priced per listing per month as shown on our pricing page. New accounts get a 14-day free trial with no card required; if you choose to continue after the trial, you'll be asked to add a payment method.
- Paid plans are billed in advance on a recurring basis (monthly, unless you choose otherwise) and renew automatically until cancelled.
- You can cancel anytime from your account settings. Cancelling stops future renewals; it doesn't refund the period already paid for, except where the law requires otherwise.
- We'll give you reasonable notice by email before any price change takes effect on your account.
- Payments are handled by a third-party payment processor. We don't store your full card details ourselves — see our Privacy Policy for more on this.
- Our pricing page may show an approximate price in your local currency based on your location, as a guide. All subscriptions are currently billed in British pounds (GBP) regardless of the currency displayed.
05
Your content & concierge pages
You keep ownership of everything you add to your concierge pages — Wi-Fi passwords, house rules, local recommendations, photos, logos, colours and any other material ("Your Content"). You grant us a licence to host, store and display Your Content solely to provide the Service, including showing it to your guests through the link or QR code you share.
You're responsible for Your Content: that it's accurate, that you have the rights to use it (including any photos or video), and that it doesn't break the law or infringe anyone else's rights. We don't routinely check or edit host content before it's shared with guests, and we're not liable for a guest relying on information you've provided that turns out to be wrong or out of date — that's on you to keep current.
06
Add-ons & guest payments
Paid add-ons — things like early check-in, late checkout, airport transfers or bike rental — are available on the Property Manager plan and above. The Host plan doesn't include add-ons; if you'd like to offer them, you can upgrade at any time from your account settings. Guest payments for add-ons are processed by our payment processor and may be paid by card, Apple Pay, PayPal or another method we make available.
Add-ons are unlimited on the Property Manager plan, with a 0% transaction fee (see our pricing page for current rates). You're responsible for describing each add-on accurately, honouring what you sell, and handling any refund a guest is entitled to under consumer law or your own cancellation policy.
07
Guests using a concierge page
If you're a guest opening a concierge page shared by a host, you can use it to view the information the host has published and, where offered, purchase add-ons. You agree not to misuse the page — for example, by trying to access parts of it you haven't been given permission to see, or by using it for anything unlawful.
The host is responsible for the accuracy of the information on their concierge page and for the property, stay and any add-ons you book through it. Hostlab provides the platform but isn't a party to your booking or stay.
08
Connecting third-party services
Hostlab can integrate with your property management system (PMS) and other third-party tools you choose to connect. Those services have their own terms and privacy practices, which you're responsible for reviewing. We aren't responsible for the availability, accuracy or security of third-party services, or for data loss caused by them.
09
Acceptable use
When using Hostlab, you agree not to:
- Publish content that's unlawful, fraudulent, defamatory, obscene or infringes someone else's rights;
- Attempt to access another host's account or data without permission;
- Reverse engineer, scrape or copy the Service beyond what's needed for your own permitted use;
- Use the Service to send spam or unsolicited communications; or
- Interfere with the security or normal operation of the Service.
We may remove content or restrict access if we reasonably believe these Terms have been broken.
10
Intellectual property
Hostlab — including our software, design, branding and the Hostlab name and logo — is owned by us or our licensors and protected by intellectual property law. Nothing in these Terms transfers any of that to you. You may not copy, modify or create derivative works from the Service itself, beyond the concierge pages you're intended to build using it.
11
Service changes & availability
We work to keep Hostlab reliable, but we don't guarantee the Service will be uninterrupted or error-free, and we may need to carry out maintenance from time to time. We may add, change or remove features as the product evolves; we'll give you reasonable notice of changes that materially reduce what your current plan offers.
12
Suspending or ending your account
You can close your account at any time. We may suspend or terminate your access if you materially breach these Terms, don't pay fees when due, or use the Service in a way that creates risk or legal exposure for us or others. Where practical, we'll give you notice and a chance to put things right first.
When an account is closed, guest access to that account's concierge pages will end. We may retain some data after closure as described in our Privacy Policy.
13
Disclaimers & limitation of liability
The Service is provided "as is." To the fullest extent the law allows, we exclude all warranties not expressly stated in these Terms, including any warranty that the Service will be error-free or that host-provided content is accurate.
To the fullest extent the law allows, Hostlab's total liability to you arising out of or relating to the Service is limited to the amount you paid us in the 12 months before the claim, and we won't be liable for indirect, incidental or consequential loss. Nothing in these Terms limits liability that can't lawfully be limited, such as liability for fraud, or for death or personal injury caused by negligence.
14
Indemnity
You agree to cover reasonable losses we suffer as a result of a claim by a third party arising from Your Content, your breach of these Terms, or your misuse of the Service, except to the extent caused by our own breach or negligence.
15
Changes to these Terms
We may update these Terms from time to time. If we make a material change, we'll notify you by email or through the dashboard before it takes effect. Continuing to use Hostlab after a change becomes effective means you accept the updated Terms.
16
Governing law
These Terms are governed by the laws of England and Wales, and any dispute will be dealt with by the courts of England and Wales, without prejudice to any additional rights you may have as a consumer under the mandatory laws of the country where you live.
17
Contact us
Questions about these Terms are welcome at hello@hostlab.ai, or book a call with the team.
