Terms of Service

• Service: the Henora Guest platform for creating and sharing digital guest guides.
• Host / User: the individual or entity that creates an account and uses the Service (apartment host, boutique hotel, Airbnb host, property manager).
• Guest: a person who views a guide via link or QR code.
• Host Content: all information, text, images, videos and data the Host enters into a guide.
• Consumer: a natural person acting outside their trade or profession, within the meaning of EU consumer law (Directive 2011/83/EU as implemented locally).

Henora Guest lets Hosts create digital guides (check-in, Wi-Fi, house rules, video instructions, local recommendations, contacts), share them with guests via link or QR code, and view aggregated usage statistics. Available features depend on the chosen subscription plan.

On Premium and Hotel plans, host-written guide content is automatically translated into multiple languages using a third-party AI service (see Section 5 of our Privacy Policy for details on which sub-processor and what is sent). The Host remains responsible for the accuracy of the source content; translations are generated automatically and provided as-is.

You must be at least 18 and able to enter into contracts. You agree to provide accurate information and to keep your credentials confidential. You are responsible for all activity under your account.

• The Service is offered on a subscription basis per the published plans: Starter €9/mo, Premium €19/mo, Hotel €49/mo. Custom pricing is available for setups above 20 rooms.
• Prices are in EUR. VAT is added at checkout where applicable, based on your billing location.
• Payments are handled by our payment provider (Stripe); billing is monthly and renews automatically until cancelled.
• You may cancel at any time from your account; cancellation takes effect at the end of the current billing period, with no refund for the period already paid, subject to consumer rights (Section 9).
• Non-payment may lead to suspension or termination.

You may change your subscription plan (upgrade or downgrade) at any time. Plan changes take effect immediately for upgrades and at the end of the current billing period, or immediately with proration when done through Stripe’s customer portal, for downgrades.

Downgrades and access. Each plan has a maximum number of properties or room guides (Starter: 1, Premium: 5, Hotel: up to 20 rooms). If, after a downgrade, you have more properties or rooms than your new plan allows, the extra items become archived: they remain in your account but are not editable, not publishable to guests, and not counted toward guide analytics. Which items become archived is deterministic — the newest ones stay active and older ones are archived first. Archived items are clearly marked in your dashboard with a lock icon.

Data retention. We do not delete your archived data on downgrade. Property covers, guide sections, videos, recommendations and analytics are preserved for at least the lifetime of your account. You can request a full data export at any time by writing to support@henoraguest.com.

Restoring access. Upgrading back to a plan whose cap covers all your items restores full access to every archived item automatically. No manual restore, no data transfer needed.

Account deletion. If you delete your account (or if we hard-delete an inactive account after the notice period described in Section 13), all Host Content — active and archived — is permanently removed, subject to the retention rules in the Privacy Policy.

The Host:

• warrants it has the right to publish the Host Content and that it is lawful and accurate;
• warrants it has a lawful basis for any third-party personal data placed in a guide (e.g. emergency contacts, co-hosts) and informs those individuals where required;
• is solely responsible for the accuracy of information provided to guests (access, rules, safety);
• will not use the Service for unlawful, deceptive or infringing purposes.

We do not control and are not responsible for Host Content.

The following are prohibited: unauthorized access, reverse engineering, overloading the infrastructure, distributing malicious code, unauthorized data collection, reselling the Service without agreement, publishing illegal, infringing, deceptive, hateful or sexually-explicit content via a guide, and any use that harms the Service or other users.

Henora Guest is an intermediary service under Regulation (EU) 2022/2065 (the Digital Services Act). Anyone (guest, user or third party) may notify us of content published in a guide that they consider illegal under EU or Romanian law.

Send your notice to support@henoraguest.com, including:

• the public link to the guide and (if possible) the specific section;
• a sufficiently substantiated explanation of why the content is illegal;
• your name and an email where we can confirm receipt and outcome;
• a good-faith statement that the information provided is accurate.

We will confirm receipt without undue delay, assess the notice in a timely, diligent, non-arbitrary manner and notify the reporter of our decision and remedies. We may remove the content, restrict access, suspend the publishing account or refer to authorities.

Single point of contact (DSA Art. 11–12) for users and authorities: support@henoraguest.com (language: English and Romanian).

The Service, software, trademarks and design belong to Henora Guest or its licensors; we grant you a limited, non-exclusive, non-transferable licence for the term of your subscription. Host Content remains the Host’s; you grant us a licence to host and display it solely to provide the Service.

If you contract as a Consumer, you have a 14-day right to withdraw without giving reasons (Directive 2011/83/EU; in Romania, Government Emergency Ordinance 34/2014).

Because Henora Guest is a digital service, if you expressly request that performance begin within the 14-day period and acknowledge that you lose the right of withdrawal once the service is fully performed, the right lapses accordingly. For partially performed services, you owe a proportionate amount for what was provided before withdrawal.

To withdraw, send an unambiguous statement to support@henoraguest.com.

We make reasonable efforts to keep the Service available; it is provided “as is” and “as available”. Interruptions may occur for maintenance, updates or causes beyond our control.

To the extent permitted by law, we are not liable for indirect losses, lost profits, lost data, or damage arising from Host Content or improper use. Our total liability is limited to the amount you paid in the preceding 12 months. Nothing limits liability that cannot be excluded by law (e.g. intent, gross negligence, personal injury).

Processing is described in our Privacy Policy. Where we process data on behalf of the Host (data entered or collected through a guide), our Data Processing Agreement (DPA) applies, under which the Host is controller and Henora Guest is processor. A countersigned PDF is available on request.

We may suspend or terminate access for breach, non-payment or legal requirement. On termination, access ends; we will, for a reasonable period, allow export of Host Content where applicable.

We may amend these Terms; the updated version with its date is published on the site. Material changes are communicated to active customers in advance. Continued use constitutes acceptance.

These Terms are governed by Romanian law. Disputes are first addressed amicably; failing that, the courts at the provider’s registered office have jurisdiction, subject to mandatory consumer-protection rules that may give consumers the right to sue in their country of residence.

Alternative dispute resolution (ADR): consumers may turn to a competent national ADR body. In Romania this is the National Authority for Consumer Protection (ANPC): Alternative Dispute Resolution Directorate, 72 Aviatorilor Blvd., Sector 1, Bucharest; www.anpc.ro/sal.

Neither party is liable for failure to perform due to events beyond its reasonable control.

If any clause is invalid, the rest remains in force. These Terms, together with the Privacy Policy and Cookie Policy, form the entire agreement regarding the Service.

Contact: support@henoraguest.com