Terms of Service

Effective date: April 19, 2026 Last updated: April 19, 2026

These Terms of Service ("Terms") govern your access to and use of the software-as-a-service platform operated by Kinora ("Kinora," "we," "us," or "our") at kinorahq.com and related URLs (the "Service"). By subscribing to the Service, creating an account, or using the Service in any way, you ("Hotel," "you," or "your") agree to these Terms.

If you do not agree to these Terms, do not use the Service.

Jurisdictional availability. The Service is currently offered only to Hotels located in the United States (excluding California), Canada, Mexico, and other jurisdictions outside the European Union, the United Kingdom, and California. By subscribing, you represent that your Hotel's registered business address is in one of the supported jurisdictions. We reserve the right to decline or terminate service for any Hotel outside these jurisdictions.

1. The Service

Kinora is a platform that enables boutique and independent Hotels to create a branded guest-facing page, including:

(a) a public Kinora page hosted at kinorahq.com/[your-slug] featuring links, editorial content, and imagery (b) optional subscription features including Clef (AI concierge), Google reviews display, UTM tracking, custom domains, and a press portal (c) analytics on page views, link clicks, and guest interactions (d) automated crawling of the Hotel's own website approximately every 24 hours to keep content current

The specific features available depend on the Hotel's subscription tier (Starter, Concierge, or Collection).

2. Account registration

To use the Service, you must provide accurate information about the Hotel and designate at least one authorized user. You are responsible for maintaining the confidentiality of account credentials and for all activity that occurs under your account. Notify us immediately at hello@kinorahq.com if you suspect unauthorized access.

You represent that the person creating the account has authority to bind the Hotel to these Terms.

3. Subscription, fees, and billing

3.1 Plans and pricing

Current subscription plans and fees are published at kinorahq.com/#pricing. Plans include:

We may change pricing with at least 30 days' notice to active subscribers. Changes apply at the next renewal.

3.2 Free trial

New Hotels may be offered a 14-day free trial. At the end of the trial, the Hotel will be charged the applicable monthly fee unless the subscription is cancelled before the trial ends. No credit card is required to begin the trial.

3.3 Billing

Subscriptions are billed monthly in advance. Payment is processed by Stripe. By providing payment information, you authorize us to charge the applicable fees to your payment method.

3.4 Cancellation and refunds

You may cancel at any time via the dashboard or by emailing hello@kinorahq.com. Cancellation takes effect at the end of the current billing period; your Kinora page will remain live until that date. We do not provide refunds for partial billing periods, except where required by applicable law.

3.5 Non-payment

If a payment fails and is not cured within 14 days, we may suspend or terminate the account.

4. Your content and the Hotel website

4.1 Your content

"Your Content" means any information, text, images, links, or other material you provide to the Service, including content on your Kinora page and content on your Hotel's website that we crawl.

You retain all rights in Your Content. You grant Kinora a worldwide, non-exclusive, royalty-free license to host, reproduce, display, and transmit Your Content solely for the purpose of operating and providing the Service.

You represent and warrant that: (a) you own or have the rights to all of Your Content (b) Your Content does not infringe any third-party rights (c) Your Content does not violate any law or these Terms

4.2 Your website is the source of truth

The Service automatically retrieves and indexes content from your Hotel's website approximately every 24 hours. You acknowledge and agree that:

(a) your website is the source of the information Clef uses to respond to guests (b) you are solely responsible for the accuracy, completeness, and timeliness of your website (c) if your website publishes outdated, incorrect, or incomplete information, Clef may reproduce that information in responses to guests during the interval before the next automated refresh (d) Kinora does not review, verify, approve, or edit your website content (e) you are responsible for keeping your website updated with current amenity hours, seasonal closures, policies, menus, and any other information material to the guest experience (f) you may trigger a manual re-crawl from your dashboard at any time, subject to rate limits

4.3 Prohibited content

You will not upload, link to, or instruct the Service to retrieve content that:

We may remove content that violates these rules or suspend accounts that repeatedly violate them.

5. The Clef AI concierge

5.1 What Clef is

Clef is an AI-powered conversational assistant available to Hotels on the Concierge and Collection plans. Clef responds to guest messages using automatically generated content based on your Hotel's website (retrieved approximately every 24 hours) and on conversation context.

Clef is an informational tool only. Clef is not your front desk, reservations team, concierge, or authorized agent. Clef does not have access to your booking system, property management system, payment processor, or live inventory. Clef cannot confirm availability, prices, reservations, or policies.

5.2 AI-generated content and known limitations

You acknowledge that:

(a) large language models are probabilistic and may produce output that is inaccurate, incomplete, ambiguous, or unexpected ("AI errors") (b) we have implemented guardrails designed to reduce the risk of AI errors in high-stakes categories — pricing, availability, medical/dietary, commitments, legal/immigration advice, and prompt injection attempts — by instructing Clef to route such requests to your team rather than answer them (c) we also apply automated post-response filtering designed to intercept responses that appear to violate guardrails, including currency figures, availability confirmations, and echoes of sensitive personal data (d) no guardrail is infallible (e) you are responsible for reviewing Clef's conversation logs periodically in the dashboard and reporting any concerning outputs via the flagging mechanism or at hello@kinorahq.com (f) we will investigate reported issues in good faith and may update system prompts, guardrails, or model versions to address them, but we do not guarantee that AI errors will be eliminated

5.3 No reliance for bookings or commitments

Under no circumstances should you or your guests treat statements made by Clef as:

(a) a binding commitment by the Hotel (b) a confirmed reservation (c) a quoted price or rate (d) authoritative advice on medical, dietary, legal, immigration, or safety matters (e) a substitute for direct communication with the Hotel's staff

All bookings, reservations, rate confirmations, and commitments must be confirmed by you directly with the guest through your standard channels.

5.4 Guest-facing disclosure

We display a visible disclosure in the Clef chat interface identifying Clef as an AI concierge and indicating that bookings, pricing, and time-sensitive matters will be confirmed by the Hotel directly. You consent to this disclosure and will not remove, obscure, or modify it.

5.5 Data Clef is instructed not to collect

Clef is instructed not to collect, and you agree not to instruct or prompt Clef to collect, any of the following from guests: (a) payment card details or banking information (b) passport numbers, national ID numbers, or other government-issued document numbers (c) health information or other sensitive personal data (d) information from children known or reasonably suspected to be under 16 years of age

If a guest volunteers prohibited data, Clef is instructed not to acknowledge or repeat it. If such data nonetheless appears in a conversation log, you will either redact it in the dashboard or request redaction from us at hello@kinorahq.com.

5.6 Right to suspend Clef

We reserve the right to pause, throttle, or disable Clef for your Hotel or across the Service without prior notice if we reasonably believe Clef is producing outputs that pose a risk to guests, hotels, or the Service. We will notify you as soon as reasonably practicable and restore service once the risk is addressed.

6. Our intellectual property

The Service, including the Kinora software, design system, Clef prompt architecture, Gold Monarch mark, and all associated trademarks, is owned by Kinora or its licensors. Except for the rights expressly granted in these Terms, you obtain no right, title, or interest in the Service.

The Kinora Gold Monarch is awarded at our discretion; it cannot be purchased and is not a feature of any subscription tier.

7. Acceptable use

You will not:

8. Privacy

Our collection and use of personal information is described in our Privacy Policy at kinorahq.com/privacy, which is incorporated into these Terms by reference. By using the Service, you agree to the Privacy Policy.

You are responsible for handling guest personal data you access through the Service (conversation logs, contact details in handoffs) in accordance with applicable law and your own privacy practices. You will provide guests with appropriate notice about how their data is handled by your Hotel.

9. Third-party services

The Service integrates with third-party services, including Stripe (payments), Anthropic (Clef inference), Google (Places API for reviews), and others. Your use of those services is governed by the terms and privacy policies of the respective providers. We are not responsible for the availability, accuracy, or actions of third-party services.

10. Warranties and disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, KINORA DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, ACCURACY, AND UNINTERRUPTED OR ERROR-FREE OPERATION.

WITHOUT LIMITING THE FOREGOING, KINORA DOES NOT WARRANT THAT: (a) THE SERVICE WILL MEET YOUR REQUIREMENTS (b) CLEF RESPONSES WILL BE ACCURATE, COMPLETE, OR FREE OF AI ERRORS (c) THE CRAWLING OF YOUR WEBSITE WILL CAPTURE ALL CONTENT ACCURATELY (d) THE SERVICE WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE (e) ANY DEFECTS WILL BE CORRECTED

YOU USE THE SERVICE AT YOUR OWN RISK AND ARE SOLELY RESPONSIBLE FOR YOUR USE OF ANY CONTENT OR OUTPUT GENERATED BY THE SERVICE.

11. Indemnification

11.1 Your indemnification of Kinora

To the maximum extent permitted by law, you will defend, indemnify, and hold harmless Kinora and its officers, employees, and agents from and against any third-party claims, damages, losses, liabilities, costs, and expenses (including reasonable attorneys' fees) arising from or related to:

(a) inaccurate, outdated, or incomplete content on your Hotel's website (b) your failure to review Clef conversation logs or act on reported issues within a reasonable time (c) your failure to respond to guest inquiries forwarded by Clef within a reasonable time (d) your own acts or omissions in your dealings with guests (e) your breach of these Terms (f) Your Content or your use of the Service in violation of any law or third-party right

11.2 Our indemnification of you

To the maximum extent permitted by law, we will defend you against third-party claims alleging that the Kinora software itself (excluding Your Content and your website content) infringes a third party's United States intellectual property rights, and we will pay any damages finally awarded by a court or agreed in settlement, subject to the limitation of liability in Section 12.

This obligation does not apply to claims arising from: (i) Your Content; (ii) your website content; (iii) modifications to the Service not made by us; (iv) use of the Service in combination with other products or services not provided by us; or (v) your use of the Service in violation of these Terms.

12. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

(a) IN NO EVENT WILL KINORA BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, PUNITIVE, OR EXEMPLARY DAMAGES, INCLUDING WITHOUT LIMITATION LOST PROFITS, LOST REVENUE, LOSS OF GOODWILL, OR REPUTATIONAL HARM, EVEN IF KINORA HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES

(b) KINORA'S AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE, UNDER ANY THEORY OF LIABILITY, WILL NOT EXCEED THE GREATER OF (i) THE TOTAL FEES YOU PAID TO KINORA IN THE 12 MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (ii) FIVE HUNDRED DOLLARS ($500)

(c) THESE LIMITATIONS APPLY EVEN IF A REMEDY FAILS OF ITS ESSENTIAL PURPOSE

Some jurisdictions do not allow the exclusion or limitation of certain damages; in those jurisdictions, our liability is limited to the maximum extent permitted by law.

13. Term and termination

13.1 Term

These Terms apply from the date you create an account until terminated as provided herein.

13.2 Termination by you

You may terminate at any time by cancelling your subscription via the dashboard or by emailing hello@kinorahq.com.

13.3 Termination by Kinora

We may suspend or terminate your account and these Terms at any time, with or without notice, if: (a) you materially breach these Terms and fail to cure within 14 days of notice (where cure is possible) (b) you fail to pay fees when due (c) your use of the Service poses a security, legal, or reputational risk (d) required by law

For termination without cause, we will provide at least 30 days' prior notice.

13.4 Effect of termination

Upon termination: (a) your access to the Service ends and your Kinora page will be taken offline (b) we will provide you a reasonable opportunity to export Your Content (typically 30 days) (c) we will delete or anonymize guest data in accordance with our data retention policy (d) accrued fees remain payable; no refunds for partial periods except as stated in Section 3.4 (e) Sections that by their nature should survive (including Sections 4.1, 6, 10, 11, 12, 14, and 15) will survive

14. Changes to the Service or Terms

14.1 Changes to the Service

We may modify, suspend, or discontinue features of the Service at any time. Material changes that reduce core functionality will be communicated to active Hotels with at least 30 days' notice.

14.2 Changes to Terms

We may update these Terms from time to time. The "Last updated" date will reflect the most recent revision. For material changes, we will notify active Hotels by email. Continued use of the Service after the effective date of a change constitutes acceptance of the revised Terms.

15. Governing law and dispute resolution

These Terms are governed by the laws of the State of Delaware, United States, without regard to its conflict-of-law rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

15.1 Informal resolution first

Before filing any formal claim, you agree to attempt to resolve the dispute informally by contacting hello@kinorahq.com and describing the issue. We will do the same. If we cannot resolve the dispute within 30 days, either party may proceed to formal dispute resolution.

15.2 Venue

Any lawsuit arising out of or relating to these Terms or the Service must be brought in the state or federal courts located in Delaware, and you consent to personal jurisdiction in those courts.

15.3 No class actions

You agree that any dispute will be resolved on an individual basis and not as part of a class, collective, or representative action.

15.4 Statute of limitations

Any claim must be brought within one year of the event giving rise to the claim, or it is permanently barred (except where a longer period is required by law).

16. General provisions

Entire agreement. These Terms, together with the Privacy Policy and any order form or pricing page referenced, constitute the entire agreement between you and Kinora.

No waiver. Our failure to enforce any right or provision does not constitute a waiver of that right or provision.

Severability. If any provision is held invalid or unenforceable, the remaining provisions will remain in effect, and the invalid provision will be modified to the minimum extent necessary to be enforceable.

Assignment. You may not assign these Terms without our prior written consent. We may assign these Terms to an affiliate or successor in connection with a merger, acquisition, or sale of assets.

Independent contractors. The parties are independent contractors. Nothing in these Terms creates any partnership, joint venture, employment, or agency relationship.

Force majeure. Neither party is liable for delays or failures due to events beyond its reasonable control (natural disasters, internet outages, acts of government, etc.).

Notices. Notices to Kinora: hello@kinorahq.com. Notices to you: the email on your account.

17. Contact

Kinora Email: hello@kinorahq.com Support: hello@kinorahq.com Privacy: hello@kinorahq.com Website: kinorahq.com

By subscribing to Kinora, you acknowledge that you have read, understood, and agree to these Terms of Service and our Privacy Policy.