Cancellation Policy

Last updated: June 25, 2026

1. Scope

This Cancellation Policy explains how subscriptions and services provided by TheHostlyAI can be cancelled. This policy forms part of the Terms and Conditions and is governed by the applicable law referenced in Section 11.

2. Trial Periods

TheHostlyAI may, on an occasional basis and at its sole discretion, offer certain clients a trial or evaluation period.

Trial periods are not guaranteed and are granted on a case-by-case basis. The duration, scope, features, and conditions of any trial period will be communicated directly to the client.

Unless otherwise agreed in writing, the client may discontinue the trial at any time before subscribing to a paid plan.

3. Setup Fee

The Setup Fee covers the professional services required to set up and implement TheHostlyAI for each hotel or hospitality business. These services may include:

• Platform configuration
• Creation of the AI knowledge base
• Hotel-specific operational customization
• Integration with compatible third-party systems
• Communication channel setup
• Staff onboarding and training
• Testing and deployment activities

Because implementation work begins shortly after onboarding, the Setup Fee is non-refundable once the implementation process has started, regardless of whether the client subsequently decides to cancel the subscription.

Applicable taxes (e.g. VAT) on the Setup Fee are governed by the tax regulations in force in the client's jurisdiction and are not refundable together with the fee.

4. Monthly Subscription

Subscriptions are billed in accordance with the commercial agreement between TheHostlyAI and the client.

The client may cancel their subscription by sending written notice to TheHostlyAI no later than the 15th day of each month.

If the cancellation request is received on or before the 15th day of the current month, the charge for the following month will not be generated.

If the request is received after the 15th day, the charge for the following month will be processed automatically using the payment method on file, and the cancellation will take effect from the subsequent billing cycle.

The subscription will remain active until the end of the last paid billing period; the client will retain access to the platform during that time, with no right to a pro-rated refund for unused time.

Monthly fees already paid are non-refundable.

Modules, integrations, or additional services contracted as add-ons are cancelled together with the main subscription, unless the commercial agreement states otherwise.

5. Annual Agreements

Where services are provided under an annual or fixed-term agreement, cancellation rights and obligations will be governed by the applicable commercial contract.

6. Suspension or Termination by TheHostlyAI

TheHostlyAI reserves the right to suspend or terminate services if the client:

• fails to pay the applicable fees;
• breaches the Terms and Conditions;
• misuses the platform;
• engages in fraudulent, unlawful, or abusive activity.

If TheHostlyAI decides to discontinue the service, an essential feature, or the agreement with a client without any breach on the client's part, it will notify the client at least 30 days in advance and, where applicable, will provide a pro-rated refund of fees paid for service periods not delivered.

7. Client Data After Cancellation

Following cancellation or termination:

• access to the platform will be discontinued;
• the client may request, within 30 days of cancellation, an export of their data (conversations, contacts/leads, and configurations) in a commonly used format;
• client data will be retained only for the period required by applicable law or by our Data Retention Policy;
• once the applicable retention period has elapsed, data may be securely deleted.

8. Force Majeure

Neither party will be liable for breaches or interruptions of service caused by circumstances beyond its reasonable control (force majeure, including infrastructure provider failures, natural disasters, or governmental acts). Such circumstances do not, on their own, constitute grounds for cancellation without penalty, unless the interruption continues for more than 15 consecutive days.

9. How to Cancel

Cancellation requests must be sent in writing to:

support@thehostlyai.com

Please include:

• Company or hotel name
• Registered account email address
• Reason for cancellation (optional)

TheHostlyAI will confirm receipt of the cancellation request in writing within 5 business days, indicating the effective end date of the service.

10. Language of the Agreement

This policy may be published in multiple languages (including Spanish and Portuguese) to facilitate understanding in the markets where TheHostlyAI operates. In the event of a discrepancy between versions, the Spanish version will prevail, unless the commercial contract signed with the client states otherwise.

11. Governing Law

This policy is governed by and construed in accordance with the applicable law as set out in the commercial agreement signed with the client. Any dispute relating to the cancellation of the service will be resolved in accordance with the dispute resolution mechanisms indicated in that agreement.