HeyConciergeSign in

Terms of Service

Last updated: March 2026

These Terms of Service ("Terms") govern your access to and use of the HeyConcierge platform and services. Please read them carefully. By registering for an account or using our services, you agree to be bound by these Terms and our Privacy Policy and Data Processing Agreement, which are incorporated herein by reference.

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

1. About HeyConcierge

HeyConcierge is an AI-powered guest concierge platform that enables property hosts to deploy a chatbot (powered by Anthropic Claude) that answers guest questions via Telegram and/or WhatsApp. The service is designed to improve guest experience while reducing host workload.

HeyConcierge is operated by:

HeyConcierge AS Hjalmar Johansens gate 314, 9007 Tromsø, Norway Organisation number: 937 386 206 Email: hello@heyconcierge.io

1A. Business-to-Business Service

HeyConcierge is a business-to-business (B2B) service. The Service is offered exclusively to businesses, sole traders, and professionals acting in the course of their trade, business, craft, or profession ("Hosts"). HeyConcierge does not offer services to consumers within the meaning of Directive 2011/83/EU or the Norwegian Consumer Purchases Act (Forbrukerkjøpsloven). By registering for an Account, you confirm that you are acting in a professional or commercial capacity and not as a consumer. Consequently, EU and Norwegian consumer protection legislation — including but not limited to the right of withdrawal, unfair contract terms provisions applicable to consumer contracts, and the Consumer Rights Directive — do not apply to these Terms or to the Service.

2. Definitions

In these Terms:

  • "Service" means the HeyConcierge platform, website, APIs, and all related software and services.
  • "Host" (also "you" or "your") means the individual or entity that registers for and uses the Service.
  • "Guest" means a guest, visitor, or tenant of the Host's property who interacts with the AI concierge.
  • "Account" means the Host's registered account on the HeyConcierge platform.
  • "Concierge Bot" means the AI-powered chatbot deployed on behalf of the Host via the Service.
  • "Subscription" means a paid plan giving the Host access to the Service.
  • "Content" means any data, text, information, or material uploaded, submitted, or provided by the Host to the Service (e.g., property descriptions, house rules, FAQs).
  • "Effective Date" means the date on which you first create an Account or accept these Terms, whichever is earlier.

3. Eligibility

To use the Service, you must:

3.1 Be at least 18 years of age;

3.2 Be a legitimate property host — meaning you operate a short-term rental, hotel, guesthouse, or similar hospitality accommodation as a business or regular activity, and have the legal right to deploy a concierge service on behalf of that property;

3.3 Have the legal capacity to enter into a binding agreement;

3.4 Not be prohibited from using the Service under applicable law (including sanctions regimes);

3.5 Provide accurate, truthful, and complete information during registration and keep it up to date.

If you are registering on behalf of a company or other legal entity, you represent that you have authority to bind that entity to these Terms.

4. Account Registration and Security

4.1 Registration

You must register for an Account to use the Service. You may register using your email address and a password, or via Google OAuth.

4.2 Account Information

You agree to provide accurate, current, and complete information during registration and to update it as necessary. HeyConcierge is not responsible for problems caused by inaccurate account information.

4.3 Account Security

You are responsible for:

  • Maintaining the confidentiality of your login credentials;
  • All activity that occurs under your Account;
  • Immediately notifying HeyConcierge at legal@heyconcierge.io if you suspect unauthorised access to your Account.

HeyConcierge recommends enabling multi-factor authentication (MFA) on your Account and will not be liable for losses resulting from unauthorised access due to your failure to secure your credentials.

4.4 One Account Per Host

Each Account may represent one Host entity. You may not create multiple accounts to circumvent restrictions or trial limits without our prior written consent.

5. The Service

5.1 Service Description

HeyConcierge provides:

(a) A web-based dashboard where you configure your Concierge Bot with property information, FAQs, house rules, check-in instructions, and other content;

(b) Integration with Telegram and/or WhatsApp to enable guests to interact with the Concierge Bot via messaging;

(c) AI-powered response generation using Anthropic's Claude language model;

(d) Conversation history and analytics accessible via the dashboard;

(e) Such other features and functionality as HeyConcierge may introduce from time to time.

5.2 Service Changes

HeyConcierge reserves the right to modify, update, or discontinue features or aspects of the Service at any time. We will provide reasonable notice of material changes where practicable.

5.3 Beta Features

From time to time, we may offer beta or experimental features. These are provided "as-is" without warranty and may be discontinued at any time.

6. Subscription Plans and Billing

6.1 Subscription Plans

Access to the full Service requires a paid Subscription. Subscription plans and their features and pricing are described at https://heyconcierge.io/pricing. HeyConcierge reserves the right to change pricing with 30 days' notice to existing subscribers.

6.2 Free Trial

New Hosts are entitled to a 30-day free trial of the Service, commencing on the date of account registration.

  • No payment method is required to begin the trial.
  • At the end of the 30-day trial period, your account will automatically convert to a paid Subscription on the plan you selected unless you cancel before the trial ends.
  • You may cancel at any time during the trial period via your Account dashboard or by contacting support@heyconcierge.io.

6.3 Payment

  • All payments are processed by Stripe, Inc. We do not store your full card details.
  • Subscriptions are billed monthly in advance on the anniversary of your Subscription start date (or the date the trial converts).
  • Payment is due immediately upon each billing date. If payment fails, HeyConcierge may suspend access to the Service after reasonable notice.
  • All prices are stated exclusive of VAT/taxes unless otherwise indicated. Applicable taxes will be added at checkout.

6.4 Refunds

Subscription fees are non-refundable except:

(a) Where required by applicable law; (b) At our sole discretion in exceptional circumstances.

If you cancel your Subscription, you will retain access to the Service until the end of the current billing period. No pro-rata refunds are issued for unused portions of a billing period.

6.5 Disputes

If you believe you have been charged in error, contact support@heyconcierge.io within 30 days of the charge. After that period, charges are final.

7. Acceptable Use Policy

7.1 Permitted Use

You may use the Service solely for the purpose of operating an AI concierge for your legitimate property guests, in accordance with these Terms.

7.2 Prohibited Use

You must not use the Service to:

(a) Violate any applicable law, regulation, or third-party rights;

(b) Spam, harass, mislead, or send unsolicited commercial messages to guests or any third party;

(c) Process, collect, or transmit personal data of guests without a lawful basis, or in a manner that violates Applicable Data Protection Law;

(d) Impersonate any person or entity, or falsely represent your affiliation;

(e) Upload Content that is unlawful, defamatory, fraudulent, obscene, or that infringes third-party intellectual property rights;

(f) Reverse engineer, decompile, disassemble, or attempt to derive the source code of the Service;

(g) Attempt to gain unauthorised access to the Service, its systems, or other users' accounts;

(h) Introduce malware, viruses, or other harmful code;

(i) Use the Service in a way that disrupts, degrades, or overburdens our infrastructure;

(j) Resell, sublicense, or otherwise commercially exploit the Service without our prior written consent;

(k) Use the Service for any purpose other than as a legitimate property concierge, including for political campaigning, marketing unrelated products, or data harvesting;

(l) Instruct the Concierge Bot to collect special categories of personal data (health data, political opinions, etc.) from guests.

7.3 Monitoring and Enforcement

HeyConcierge reserves the right to monitor use of the Service for compliance with this Acceptable Use Policy. We may suspend or terminate your Account if we reasonably believe you are in breach, without prior notice in serious cases.

8. Host Responsibilities

As a Host, you are responsible for:

8.1 Guest Transparency

Ensuring that your guests are informed — before or at the point of interacting with the Concierge Bot — that they are communicating with an AI-powered service. You may fulfil this obligation via a welcome message, check-in communication, or other means accessible to guests prior to interaction.

8.2 Accuracy of Content

Ensuring that all property information, instructions, house rules, and other Content you provide to configure the Concierge Bot is accurate, current, and does not include false or misleading information. HeyConcierge is not responsible for incorrect information provided by the AI concierge that results from inaccurate Content you have provided.

8.3 Lawful Guest Data Processing

Complying with Applicable Data Protection Law in relation to your guests' personal data, including obtaining any necessary consents and providing appropriate privacy notices. See also our Data Processing Agreement.

8.4 Third-Party Platform Compliance

Ensuring your use of the Concierge Bot via Telegram and/or WhatsApp complies with the applicable terms of service and policies of those platforms.

8.5 Appropriate Use Configuration

Configuring the Concierge Bot only for lawful, honest, and appropriate purposes directly related to your property hosting activities.

9. HeyConcierge Responsibilities

9.1 Service Availability

HeyConcierge will use commercially reasonable efforts to provide the Service with a target availability of 99% uptime, measured on a monthly basis, excluding:

  • Scheduled maintenance (notified in advance where possible);
  • Events outside our reasonable control (see Clause 17);
  • Downtime caused by third-party services (e.g., Telegram, WhatsApp, Anthropic APIs).

Uptime targets are aspirational; they do not constitute a guarantee or warranty and do not give rise to a right to compensation unless set out in a separate Service Level Agreement.

9.2 Maintenance

We may carry out planned maintenance that temporarily affects service availability. We will endeavour to schedule maintenance outside of peak hours and provide advance notice where feasible.

9.3 Support

HeyConcierge provides customer support via email at support@heyconcierge.io. Response times are within 2 business days for standard support. Support is provided in English and Norwegian.

9.4 Security

HeyConcierge will implement and maintain appropriate technical and organisational security measures as described in the Privacy Policy and Data Processing Agreement.

10. Intellectual Property

10.1 HeyConcierge IP

The Service, including its software, design, branding, trademarks, and underlying technology, is owned by HeyConcierge or its licensors. Nothing in these Terms transfers any intellectual property rights to you.

You are granted a limited, non-exclusive, non-transferable, revocable licence to access and use the Service during your Subscription solely for the purposes set out in these Terms.

10.2 Host Content

You retain ownership of all Content you upload or provide to the Service. By submitting Content, you grant HeyConcierge a non-exclusive, worldwide, royalty-free licence to host, store, process, and display your Content solely to the extent necessary to provide the Service.

You represent and warrant that you own or have sufficient rights in your Content and that its use by HeyConcierge as described will not infringe any third-party rights.

10.3 Feedback

If you provide feedback, suggestions, or ideas about the Service, you grant HeyConcierge an unrestricted, perpetual, royalty-free licence to use such feedback for any purpose without compensation to you.

10.4 AI-Generated Responses

AI-generated responses produced by the Concierge Bot are based on Content you provide and the capabilities of the underlying language model. HeyConcierge does not claim intellectual property rights in such responses. You acknowledge that AI outputs may occasionally be inaccurate or incomplete, and you remain responsible for the quality of the concierge experience you offer to guests.

11. Confidentiality

Each Party agrees to keep confidential any non-public information disclosed by the other Party in connection with the Service that is reasonably understood to be confidential ("Confidential Information"). This obligation does not apply to information that is publicly available, independently known, or required to be disclosed by law.

HeyConcierge will treat your Account details and Content as confidential, and will not disclose them to third parties except as necessary to provide the Service or as required by law.

12. Disclaimer of Warranties

To the fullest extent permitted by applicable law, the Service is provided "as is" and "as available" without any warranties of any kind, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, accuracy, reliability, or non-infringement.

HeyConcierge does not warrant that:

  • The Service will be uninterrupted, error-free, or free from bugs or security vulnerabilities;
  • AI-generated responses will be accurate, complete, or appropriate in every situation;
  • The Service will meet your specific requirements.

Nothing in these Terms excludes or limits liability that cannot be excluded under applicable Norwegian or EU law, including consumer protection rights (where applicable).

13. Limitation of Liability

13.1 Exclusion of Indirect Loss

To the fullest extent permitted by applicable law, HeyConcierge shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, loss of revenue, loss of data, loss of goodwill, or business interruption, arising out of or in connection with the Service or these Terms, even if advised of the possibility of such damages.

13.2 Cap on Liability

HeyConcierge's total aggregate liability to you arising out of or in connection with the Service or these Terms shall not exceed the greater of: (a) the total fees paid by you to HeyConcierge in the 3-month period immediately preceding the event giving rise to the claim; or (b) €100 (one hundred euros).

13.3 Exceptions

Nothing in these Terms limits liability for:

(a) Death or personal injury caused by negligence; (b) Fraud or fraudulent misrepresentation; (c) Any liability that cannot be excluded or limited under applicable Norwegian law.

13.4 AI Outputs

HeyConcierge is not liable for any loss or damage arising from inaccurate, incomplete, or inappropriate AI-generated responses produced by the Concierge Bot, including any consequences for guest experience or relationships. You are responsible for reviewing and, where necessary, overriding or supplementing the bot's responses.

14. Indemnification

You agree to indemnify, defend, and hold harmless HeyConcierge and its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or relating to:

(a) Your use of the Service in breach of these Terms; (b) Your Content; (c) Your violation of any law or third-party rights; (d) Any claim by a guest arising from your failure to inform them of the AI concierge service or to comply with data protection law.

15. Termination

15.1 Termination by You

You may terminate your Account and Subscription at any time via your Account dashboard. Termination takes effect at the end of the current billing period. No refunds are issued for the remaining portion of the billing period.

15.2 Termination by HeyConcierge

HeyConcierge may suspend or terminate your Account:

(a) With 30 days' notice for any reason (with a pro-rata refund for unused prepaid periods); (b) Immediately, without notice or refund, if you materially breach these Terms (including the Acceptable Use Policy), fail to pay fees when due, or if continued provision of the Service would violate applicable law.

15.3 Effect of Termination

Upon termination:

(a) Your licence to use the Service ceases immediately; (b) You must cease all use of the Service and delete any software provided by us; (c) HeyConcierge will delete your guest data within 30 days and your account data within the retention period set out in the Privacy Policy; (d) Clauses that by their nature should survive termination (including Clauses 10, 12, 13, 14, and 17) shall survive.

15.4 Effect of Suspension

During any suspension, you remain liable for Subscription fees unless HeyConcierge has suspended the Service due to its own breach.

16. Changes to These Terms

HeyConcierge may update these Terms from time to time. We will provide notice of material changes by:

  • Sending an email to the address associated with your Account; and/or
  • Displaying a prominent notice on the HeyConcierge platform.

Notice will be given at least 30 days before the changes take effect. Your continued use of the Service after the effective date of the updated Terms constitutes your acceptance. If you do not agree to the revised Terms, you must terminate your Account before the effective date.

17. Force Majeure

HeyConcierge shall not be liable for any delay or failure to perform its obligations under these Terms to the extent caused by events beyond its reasonable control, including natural disasters, war, civil unrest, government action, strikes, power failures, internet outages, or failures of third-party services (such as Telegram, WhatsApp, or Anthropic's API).

18. Third-Party Services

The Service integrates with third-party platforms and services, including Telegram, WhatsApp, Anthropic, Stripe, Google, and others. HeyConcierge is not responsible for the availability, content, or practices of these third-party services. Your use of such services is subject to their own terms of service and privacy policies.

19. Governing Law and Dispute Resolution

19.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of Norway, without regard to conflict-of-law principles.

19.2 Jurisdiction

Any dispute arising out of or in connection with these Terms shall be submitted to the exclusive jurisdiction of the Norwegian courts. The agreed venue is Tromsø District Court (Troms og Finnmark tingrett), unless mandatory law requires otherwise.

19.3 Informal Resolution

Before initiating formal proceedings, both Parties agree to attempt to resolve disputes informally by contacting legal@heyconcierge.io and allowing 30 days for good-faith negotiations.

19.4 EU Online Dispute Resolution

As HeyConcierge is a B2B service (see Clause 1A), the EU Online Dispute Resolution platform for consumer disputes does not apply. If you nonetheless believe it may be relevant: https://ec.europa.eu/consumers/odr.

20. General

20.1 Entire Agreement

These Terms, together with the Privacy Policy and Data Processing Agreement, constitute the entire agreement between you and HeyConcierge with respect to the Service and supersede all prior agreements and understandings.

20.2 Severability

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

20.3 Waiver

Failure by HeyConcierge to enforce any provision of these Terms shall not constitute a waiver of its right to do so in the future.

20.4 Assignment

You may not assign your rights or obligations under these Terms without our prior written consent. HeyConcierge may assign its rights to a successor entity in connection with a merger, acquisition, or sale of substantially all of its assets, with notice to you.

20.5 No Partnership

Nothing in these Terms creates a partnership, joint venture, agency, employment, or franchise relationship between the Parties.

20.6 Language

These Terms are written in English. In the event of any conflict between an English version and a translated version, the English version shall prevail.

21. Contact

For legal enquiries relating to these Terms:

HeyConcierge AS Hjalmar Johansens gate 314, 9007 Tromsø, Norway Organisation number: 937 386 206 Email: hello@heyconcierge.io

For general support: support@heyconcierge.io For data protection: privacy@heyconcierge.io

By using HeyConcierge, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service.