Terms & Conditions

Shadowbook is a Software-as-a-Service (SaaS) platform designed for the hospitality industry. Our platform provides:

• AI Concierge: An AI-powered virtual concierge that manages guest communications across WhatsApp Business API, Facebook Messenger, Instagram Direct Messages, and Telegram
• PMS Integration: Two-way synchronisation with Property Management Systems including Apaleo and Mews to receive real-time reservation data
• Unified Inbox: A centralised dashboard for hotel staff to manage all guest conversations and channel statuses
• Marketing Automation: Tools for creating and sending WhatsApp marketing campaigns to opted-in guests
• Voice AI: Optional integration with Twilio for AI-powered voice call handling at the front desk
• Analytics & Reporting: Real-time KPI dashboards tracking reservations, message volumes, and channel performance

The scope of services available to you depends on the subscription plan selected at the time of registration. We reserve the right to modify, add, or remove features at any time with reasonable notice.

• You must be at least 18 years old and have the legal authority to enter into this agreement on behalf of your business
• You must provide accurate and complete registration information including a valid business email address
• You are responsible for maintaining the confidentiality of your account credentials. You must not share your login credentials with unauthorised parties
• You must promptly notify us at support@shadowbook.online of any unauthorised access to your account
• One subscription account covers the hotels and properties registered under your account. Additional properties may require additional seats or subscriptions depending on your plan

Shadowbook integrates with Meta's platforms via the WhatsApp Business API, Instagram Graph API, and Facebook Graph API. By connecting your Meta assets to Shadowbook, you agree to the following:

• You represent that you have the legal right and authority to connect the Meta Business assets (WABA, Facebook Pages, Instagram accounts) to Shadowbook and to grant us the permissions required to operate the service
• Your use of Meta's platforms through Shadowbook must comply with Meta's Terms of Service, Meta Platform Terms, and WhatsApp Business Policy
• You are solely responsible for obtaining all necessary guest consents before sending WhatsApp marketing messages or initiating conversations via the WhatsApp Business API, in compliance with applicable anti-spam laws and WhatsApp messaging policies
• You must not use the Meta integrations for spam, harassment, misleading communications, or any activity that violates Meta's policies or applicable law
• Shadowbook acts as a technology platform (not a messaging originator) — the hotel client is the data controller for guest messages sent through their connected Meta assets
• You may disconnect your Meta assets from Shadowbook at any time via the Settings panel. Upon disconnection, we will immediately revoke our access tokens and cease all API calls on your behalf

• By connecting your Apaleo or Mews account, you grant Shadowbook OAuth-based access to read reservation data, property configurations, and guest profiles within the scope of the permissions granted during the OAuth flow
• You represent that you have the authority to connect your PMS account and that doing so does not violate your PMS provider's terms of service
• Shadowbook will only read reservation data necessary to personalise AI concierge responses — we do not modify or delete PMS records without explicit action by authorised hotel staff
• PMS integrations are maintained via webhook subscriptions. You acknowledge that PMS data may be delayed or unavailable during scheduled PMS maintenance windows
• Upon disconnection from a PMS, Shadowbook will remove all associated webhook subscriptions and cease syncing reservation data within 24 hours

As a hotel using Shadowbook to communicate with guests, you assume full responsibility for:

• Consent: Obtaining and documenting valid consent from guests before sending them marketing messages or initiating outbound WhatsApp conversations, in compliance with GDPR, CAN-SPAM, CASL, or other applicable regulations
• Opt-out compliance: Honouring guest opt-out requests promptly. Shadowbook provides opt-out management tools but you are ultimately responsible for compliance
• Message content: Ensuring all messages sent through Shadowbook comply with applicable laws and do not contain prohibited content (spam, illegal offers, discriminatory content)
• Guest data accuracy: Ensuring guest data imported into Shadowbook (from PMS or manual entry) is accurate and lawfully obtained

You agree NOT to use Shadowbook to:

• Send unsolicited bulk messages (spam) to guests or any third parties
• Violate any applicable local, national, or international laws or regulations
• Impersonate any person, hotel, or business you do not represent
• Reverse engineer, decompile, or attempt to extract the source code of the Shadowbook platform
• Use the platform to transmit malware, viruses, or any malicious code
• Resell, sublicence, or white-label Shadowbook to third parties without our prior written consent
• Circumvent any security measures or access controls on the platform
• Scrape, harvest, or extract data from the platform in an automated manner not authorised by us
• Use Shadowbook in any way that could damage, disable, overburden, or impair our servers or networks

Violation of this Acceptable Use Policy may result in immediate suspension or termination of your account without refund.

• Shadowbook subscriptions are billed on a recurring basis (monthly or annually) as specified at signup
• Subscription fees are non-refundable except as required by applicable law or as expressly stated in a written agreement
• We reserve the right to modify pricing with at least 30 days' written notice to existing subscribers
• Failure to pay subscription fees may result in suspension of your account. Access will be restored upon payment of outstanding amounts
• All fees are exclusive of taxes. You are responsible for any applicable taxes (VAT, GST, etc.) based on your jurisdiction

All rights, title, and interest in Shadowbook — including its software, algorithms, AI models, dashboard design, brand assets, and documentation — are and remain the exclusive property of Shadowbook and its licensors.

We grant you a limited, non-exclusive, non-transferable, revocable licence to access and use Shadowbook solely for your internal hotel operations and guest communication management during your active subscription period.

You retain all ownership rights over your business data (reservation records, guest contacts, message content) that you bring to or generate on the Shadowbook platform. You grant us a limited licence to process this data solely to provide the services described in these Terms.

We aim to maintain a platform uptime of 99.5% measured monthly, excluding scheduled maintenance. We will provide advance notice of scheduled maintenance windows where possible.

Shadowbook's availability is also dependent on third-party services including Meta's APIs, Apaleo, Mews, Google Cloud, Supabase, and Twilio. We are not responsible for outages caused by these upstream providers, but we will make reasonable efforts to minimise impact and communicate status updates.

To the maximum extent permitted by applicable law, Shadowbook shall not be liable for:

• Indirect, incidental, special, consequential, or punitive damages
• Loss of revenue, profits, data, or business opportunities
• Damages resulting from your failure to comply with Meta's, Apaleo's, or Mews' terms of service
• Damages resulting from unauthorised access to your account due to your failure to maintain credential security
• Service disruptions caused by third-party API providers (Meta, Apaleo, Mews, Twilio, etc.)
• Any AI-generated responses that are inaccurate, inappropriate, or cause guest complaints — you are responsible for configuring and reviewing AI behaviour

Our total aggregate liability to you for any claim arising under these Terms shall not exceed the total subscription fees paid by you to Shadowbook in the three (3) months preceding the event giving rise to the claim.

Shadowbook is provided "as is" and "as available" without warranties of any kind, either express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, or non-infringement.

We do not warrant that the platform will be error-free, uninterrupted, or that AI-generated responses will be accurate in every case. You are responsible for reviewing AI-generated communications before they are sent in high-stakes situations.

These Terms are governed by the laws of the jurisdiction in which Shadowbook is incorporated, without regard to conflict of law principles. Any disputes arising from or relating to these Terms or the Shadowbook service shall first be attempted to be resolved through good-faith negotiation. If unresolved within 30 days, disputes shall be submitted to binding arbitration in accordance with the rules of the relevant arbitration body in the governing jurisdiction.

We may update these Terms from time to time. When we make material changes, we will notify active subscribers via email or in-app notification at least 14 days before the changes take effect. Your continued use of Shadowbook after the effective date of the updated Terms constitutes acceptance.

If you do not agree to the updated Terms, you must stop using the platform and cancel your subscription before the effective date.

For questions, support, or legal notices regarding these Terms: