Prior Version: Your continued use of our Service automatically constitutes your acceptance of these updated Terms. These updated Terms completely replace all previous versions.
1. Introduction Thanks for using ailean for hospitality! Please read these Terms of Service (the "Terms") carefully. They govern your access to and use of ailean’s cloud-based AI technology services available at ailean.io after logging into your ailean for hospitality Account (as defined below), ailean APIs and any updates, upgrades, modified versions, extensions, improvements, and derivative works of the foregoing (collectively, the "Service", “Product” or “ailean”).
ailean is developed by Coding-Mind AG, which is a Swiss corporation, and in these Terms, we will reference ourselves as "ailean" or "we"/"us"."You" means the entity that you represent in accepting these Terms. You represent and warrant that (i) you have full legal authority to bind your employer or such entity to these Terms; (ii) you have read and understand these Terms; and (iii) you agree to these Terms on behalf of the party you represent. If you are accessing the Service for personal use only (i.e. not in connection with any organization, business, or other legal entity) as indicated by using a personal email to sign up for your ailean Account, then all reference to "You" means you as an individual.
Definitions:
a. "Acceptable Use Policy" means ailean’s Acceptable Use Policy, which is incorporated into these Terms.
b. "Account Information" means information about your ailean account and information that you and your users provide to ailean in connection with (i) the creation or administration of your ailean account; or (ii) ailean’s maintenance of your ailean account or the Service. For example, Account Information includes names, usernames, passwords, email addresses, and billing information.
c. "Affiliate" means an entity controlled, controlling, or under common control with a party, where control means at least 50% ownership or power to direct an entity’s management.
d. "Beta Release" means any alpha, beta, developmental, test, experimental, preview, or early-access releases of the Service or other ailean products or services. Any of the preceding terms on a feature, product, or program is notice of Beta Release status.
e. "Customer Content" means any information, content, or materials that you submit through the Service to your ailean Account, including from Third-Party Services.
f. "DPA" means ailean’s Data Processing Addendum for processing Personal Information (as defined in the DPA).
g. "Documentation" means ailean-provided user documentation relating to the Service found in our help center, as may be updated by ailean from time to time. Documentation does not include any content published on any other site, community, or page.
h. "Excluded Claims" means (i) any amounts owed by you under Fees; (ii) your indemnification obligations in these Terms or your breach of Section 3; and (iii) any claims that may not be capped or limited under applicable law.
i. "Feedback" means feedback, comments, ideas, proposals, and suggestions for improvements, whether regarding the Service, a Beta Release, or any other products, services, or business of ailean.
j. "Fees" mean the fees applicable to your use of the Service in accordance with the applicable package as included in our pricing notice included in the Service or on ailean’s website or, if applicable, as set forth in a ailean order form.
k. "High-Risk Activities" means activities where use or failure of the Service could lead to business damage
l. "Sensitive Personal Data" means special categories of personal data enumerated in the European Union General Data Protection Regulations ("GDPR").
m. "Subscription Term" means the period during which you have agreed to subscribe to the Service.
n. "Supplemental Terms" mean any additional terms presented to you at the time you sign up for or first access a Beta Release.
o. “Taxes” means any sales, use, GST, value-added, withholding, or similar taxes or levies that apply to the Service, whether domestic or foreign.
p. "Third-Party Login" means your login credentials from a supported third-party site or product which are integrated to allow you to access your ailean Account.
q. "Third-Party Services" means any third-party service, connection, site, platform, application, software, or integration that interoperates with the Service.
r. "Usage Information" means analytics data, including metadata, relating to the provision, use, and performance of various aspects of the Service, Third-Party Services integrations, and related systems and technologies, including information concerning your use of the various features and functionality of the Service and your ailean Account and analytics derived therefrom, and configuration data, including field mapping/naming, actions, steps, and structures of products and functionalities, as well as Outputs of ailean functions providing the same.
s. "ailean account" means the account on the Service you register and open in order to access and use the Service.
t. “ailean functions” mean ailean features and capabilities that utilize artificial intelligence, machine learning, or similar technologies.
Product description: “ailean for hospitality” (product) is a software that enables guests & clients to interact with a hotel via different channels and have various requests, questions and tasks taken care of, ideally without the need of any intervention by human employees. “ailean for hospitality” is a software based on operational artificial intelligence specifically created for the hospitality industry, aiming to enhance guest communication and operational efficiency. Integrated seamlessly with industry specific ^ERP systems, multiple industry related knowledge bases and different third party software tools enabling ailean for hospitality to autonomously handle various guest related requests incoming from chat or voice messages or other channels, without human intervention. The detailed feature overview can be viewed inside the admin dashboard or requested from your customer success manager. All parties are informed that the scope of features varies as the software is developed. feature releases are published inside every clients individual admin dashboard.
Purpose of these Terms of Service: The primary purpose of these Terms of Service is to delineate the framework and standards for the provision of the product “ailean for hospitality”. It aims to ensure that the service provided by ailean meets high standards of reliability and performance, thus supporting the Client in achieving enhanced guest satisfaction and operational efficiency. This agreement outlines the mutual responsibilities of both the Service Provider and the Client to maintain the effectiveness and continuous improvement of the ailean service. Through these Terms of Service, both parties commit to a partnership based on transparency, accountability, and a shared goal of delivering exceptional service to guests.
2. Contractual Parties These Terms of Service become effective between Coding Mind AG and the customer upon the customer's acceptance by checking the box on the form at ailean.com/go-live.
3. Commencement of the Agreement These Terms of Service become effective immediately upon the customer accepting the checkbox in the form on https://ailean.umso.co/go-live. They will remain in effect indefinitely unless terminated by either party in accordance with the termination provisions outlined in Section 4, "Term and Duration," of this Agreement.
4. Term and Duration Initial Term: These Terms of Service are set for a term defined by various product packages offered on the profile, settings or subscription (or similar) button within the admin dashboard settings.
Renewal Term: Following the expiration of the Initial Term, this Agreement shall automatically renew for successive periods unless either party terminates the ongoing subscription prior to the end of the current term by requesting cancellation via the admin dashboard. These subsequent periods are referred to as "Renewal Terms."
Change of Ownership: In the event of a change of ownership of the Client's business, the new owner shall assume all rights and obligations under these Terms of Service. The Client agrees to notify the Service Provider in writing within 30 days of the ownership change. The Service Provider reserves the right to request additional information or documentation from the new owner to ensure a smooth transition and continuation of services.
5. Description of Service
ailean is an AI solution specifically designed for the hospitality industry to enhance guest interactions and operational efficiency. It seamlessly integrates with the apaleo Property Management System (PMS) and operates through a dedicated WhatsApp account. Guests can communicate in many languages and receive automated responses 24/7.
An overview of current and upcoming ailean features is always available in your admin dashboard.
Client Responsibilities: The effectiveness of ailean depends significantly on the Client's active participation and support. The Client is responsible for:
Onboarding: Accurately completing the onboarding process which includes filling out the project sheet.
Monitoring and Interaction: The Client shall ensure that a dedicated device (PC or smartphone) is continuously connected to the internet and positioned within audible range of staff members. The admin panel does not require constant visual monitoring but must be readily accessible to staff. Audio alerts must be enabled to notify staff of urgent escalations, and staff must be able to react and respond to these alerts within 180 seconds of notification.
Project Sheet updates. Maintaining an up-to-date project sheet with accurate hotel information and operational details which ailean uses to provide informed responses.
API Integration: Keeping the apaleo API key active to allow ailean to perform tasks within the PMS.
Promotion: Ensuring that ailean's contact methods (link or QR code) are prominently displayed and communicated to guests.
6. Quality Standards and Guarantees Response Guarantee: ailean provides responsiveness at all times during its operation. ailean guarantees that as long as it is operating the chat, it will respond to every request within 10 seconds under normal operating conditions.
Escalation Protocol: For inquiries or requests that exceed the capabilities of automated responses—such as complex queries or those requiring personal attention—ailean will utilize the escalation protocol. The AI system is designed to identify such cases and automatically escalate them to human staff via the admin panel.
Scheduled Maintenance Notification: Coding Mind AG commits to providing the Client with prior notification of any scheduled maintenance that creates a downtime of more than seconds. This notification will be issued at least 48 hours in
advance.Service Availability: Coding Mind AG strives to achieve and maintain a service availability target of 90%.
7. Reporting Live Analytics: The Client can view real-time performance metrics for ailean through the admin panel at any time. This allows for immediate insights into guest interactions and system responsiveness.
8. Availability Customer Success Manager (CSM): The Client will have access to a dedicated Customer Success Manager, who serves as the primary point of contact for all support needs. The CSM is available to address any issues or questions that arise and will provide feedback within 48 hours, monday to friday between 9am and 6pm CET.
9. Use Policy
Security violations or network abuse
Don’t access or use ailean Services directly or indirectly to, or in ways that create any of the following:
Disrupt uptime: adversely impact the availability of our Services, or those offered by a Third Party.
Denial of Service: create or pose a risk that can result in a denial of service attack on our Services or services of a Third Party.
Bypass security: bypass or attempt to circumvent limitations or security mechanisms established by ailean or a Third Party. This includes testing or reverse-engineering to find limitations, vulnerabilities, competitive research, or evading filtering capabilities. This doesn’t apply to ailean’s published bug reporting program
Security risk: create a security or service risk to ailean, our Services, or a Third Party.
Malicious attacks: send or facilitate cyber attacks of any kind.
Wrongful Use: Don’t access or use ailean Services directly or indirectly to, or in ways that:
Fake engagement: create, promote, or publish artificial or inauthentic engagement, reviews, or other related content.
Create multiple accounts: create multiple ailean accounts in order to circumvent any of our Services or Third Party service limitations or restrictions.
Spamming: generate or send unsolicited messages that you do not have permission to send to recipients or which are otherwise prohibited under applicable law.
Intellectual Property Infringement: use, post, distribute, or violate ailean’s or a Third Party’s intellectual property that you don’t have the right to do so.
Misrepresentation: impersonate other people or businesses, engage in phishing, spoofing, or otherwise misrepresent yourself or misstate the origin of any content. Accounts on ailean Services may not be created with throwaway email addresses.
Circumvent or violate Third Party terms: use Services with the primary purpose of violating or circumventing the terms or restrictions of a Third Party.
9. Data Protection and Privacy Compliance with Privacy Laws: Coding Mind AG and the Client commit to fully comply with all applicable data protection laws and regulations, including but not limited to the General Data Protection Regulation (GDPR). This commitment extends to any and all personal data processed in connection with the services provided by ailean. Coding Mind AG will provide the Client with an Order Processing Contract (Auftragsverarbeitungsvertrag, AVV) as mandated by GDPR. This contract outlines the data protection obligations of both parties and specifies the conditions under which personal data is processed. It is the responsibility of the Client to ensure that this agreement is in place and adhered to.
The Client is required to include relevant information about the data processing activities associated with ailean within the General Terms of Service of Business (Allgemeine Geschäftsbedingungen, AGB), which are to be provided to guests at the time of check-in. This ensures that guests are adequately informed about how their personal data is being handled in accordance with GDPR requirements.
10.Limitation of Liability Disclaimer of Liability: Coding Mind AG shall not assume any liability for any damages, losses, or causes of action arising from or in connection with the use of ailean, including but not limited to damages resulting from service interruptions, data inaccuracies, or any other issues related to the use or inability to use the service.
Exclusion of Indirect Damages: Under no circumstances will Coding Mind AG be liable for indirect, incidental, special, consequential, or exemplary damages, including but not limited to loss of profits, goodwill, use, data, or other intangible losses, even if Coding Mind AG has been advised of the possibility of such damages.
Service Interruptions: While Coding Mind AG endeavours to maintain the continuous operation of ailean, it is not liable for interruptions caused by factors outside of its control, including but not limited to API failures or unannounced changes, utility failures, equipment failures, natural disasters, or governmental actions.
Data Integrity: Coding Mind AG takes all reasonable steps to ensure the accuracy of the data processed by ailean. However, the Client acknowledges that ailean relies on information provided by the Client and third-party sources, which may occasionally contain inaccuracies. Coding Mind AG is not liable for errors stemming from incorrect data provided by the Client or such third-party sources.
Risk Acknowledgment: The Client acknowledges that they have entered into this agreement with the understanding of the potential risks involved in using a high-tech AI service like ailean. They agree that Coding Mind AG has made no warranties that the service will be error-free or uninterrupted, or that it will meet every specific requirement of the Client.
11. Payment Terms Fees: The selected subscription plan's monthly or annual fees can be viewed in the admin dashboard.
Fee Adjustments: Coding Mind AG reserves the right to revise the fee structure at any give tim. Any changes to fees will be communicated to the Client at least 30 days prior to implementation.
Service Suspension for Non-Payment: In the event that the Client fails to make payment within 30 days following the due date, Coding Mind AG reserves the right to temporarily suspend all services related to ailean. The suspension will remain in effect until full payment of the overdue amount, including any accrued interest and applicable reactivation fees, is received. Coding Mind AG will provide the Client with a notice of intent to suspend services at least 24 hours prior to the suspension taking effect. This measure is intended to enforce the payment terms and ensure the timely receipt of dues.
12. Governing Law and Disputes Governing Law: These Terms of Service and any disputes or claims arising out of or in connection with them subject matter or formation (including non-contractual disputes or claims) are governed by and construed in accordance with the laws of Switzerland at the company headquarters .
13. Severability If any provision of these Terms of Service or the application thereof to any person or circumstance is found by a court of competent jurisdiction to be invalid, void, or unenforceable to any extent, such provision shall be severed from the remainder of these Terms of Service, which will continue in full force and effect. The remainder of these Terms of Service shall be interpreted so as best to effect the intent of the parties.
Furthermore, in such event, the parties agree to make good faith efforts to replace the invalid or unenforceable provision with a valid and enforceable substitute provision that, to the greatest extent possible under the law, achieves the parties' original intent and economic goals as reflected in the original provision.
We use cookies to improve user experience. Choose what cookie categories you allow us to use. You can read more
about our Cookie Policy by clicking on Cookie Policy below.
These cookies enable strictly necessary cookies for security, language support and verification of identity.
These cookies can’t be disabled.
These cookies collect data to remember choices users make to improve and give a better
user experience. Disabling can cause some parts of the site to not work properly.
These cookies help us to understand how visitors interact with our website, help us measure and analyze traffic to improve our service.
These cookies help us to better deliver marketing content and customized ads.