Host Terms of Use
Issued by: SERVROOM VERTEX AI LIMITED
Company Registration: 821631, Companies Registration Office, Ireland
Registered Address: The Black Church, St. Mary’s Place, Dublin 7, D07 P4AX, Ireland
Contact: [email protected]
Applies to: Hosts, property owners, property managers, service providers, vendors, and team members who create or use a ServRoom account.
1. About These Terms
These Host Terms of Use (the “Terms”) are a binding agreement between SERVROOM VERTEX AI LIMITED, a private company limited by shares incorporated in Ireland with company number 821631 (“ServRoom”, “we”, “us”), and the person or organisation that creates, accesses, or uses a ServRoom account (“you”) on the ServRoom platform and dashboard (the “Platform”).
“You” includes hosts, property owners, property managers, third-party service providers and vendors registered on the Platform, and team members added to an account. Where a team member or provider uses an account, the account owner remains responsible for their use.
You confirm that you use the Platform for purposes relating to your trade, business, craft, or profession, and not as a consumer, that you are at least 18 years old, and that you have authority to bind the business you register.
By creating an account or using the Platform, you accept these Terms and the Host Privacy Policy referenced in them.
2. The Platform
ServRoom is an in-stay platform. It lets you offer services, products, rentals, and information to guests during their stay through a QR code placed in your unit. The Platform provides the features we make available from time to time, which may include, but are not limited to, a digital house manual, in-stay ordering, rentals, service requests, guest messaging, and stay feedback, together with any features we add later.
Our role. Contracts for everything offered through the Platform are concluded directly between the guest and you or the identified provider. ServRoom is not a party to those contracts and acts as a technology provider only. ServRoom does not own, control, or manage any property, offering, or service listed on the Platform, and is not a real estate agent, travel agency, insurer, or an organiser or retailer of travel packages under Directive (EU) 2015/2302. The Platform does not advertise accommodation and does not facilitate the conclusion of accommodation rental agreements. In these Terms, “order” and “booking” refer to in-stay goods, services, and rentals, not to accommodation.
We may add, change, or remove features where reasonably necessary for security, legal compliance, product improvement, or operational reasons, and will give reasonable notice of a material reduction in core functionality.
3. Your Account
To use the Platform you must create an account and provide accurate, complete information, including your full legal name, and keep it up to date. We may offer different registration and authentication methods from time to time.
We may require you to verify your account and your right to offer the properties and services you list, including by providing supporting documentation we reasonably request. We may limit account functionality until verification is complete.
The Platform is offered for business use only. ServRoom may decline a registration, or close an account under section 12, where it appears that the user is not acting in the course of a trade, business, craft, or profession.
Keep your credentials confidential. You are responsible for all activity under your account, including activity by team members you add. Notify us immediately at [email protected] of any unauthorised use.
You must provide any information we are legally required to collect from sellers on the Platform, including identification and tax information under EU platform-reporting rules, when we request it.
4. Free Use, Commission, and Invoicing
Creating and using a ServRoom account is free. No subscription or setup fee applies.
ServRoom’s sole remuneration is a commission of five percent (5%) of the Transaction Amount of each completed Transaction (the “Commission”). A “Transaction” is an order, booking, or rental completed through the Platform. The “Transaction Amount” is the total amount paid or payable by the guest for that Transaction, regardless of the payment method used, excluding amounts refunded. If a Transaction is not completed, no Commission is due.
The Commission is invoiced monthly in arrears for all Transactions completed in the preceding month. Invoices are issued by email with a payment link and are payable within 14 days of issue. Where VAT applies to the Commission under applicable law, it is added and shown on the invoice.
Unpaid amounts may accrue statutory interest and reasonable recovery costs, and unpaid invoices are grounds for suspension under section 12.
You must record the outcome of each order promptly and accurately in the Dashboard. Monthly invoices are based on recorded completions.
The Transaction Amount for each order is calculated by the Platform from the prices, quantities, rental periods, and any delivery charges recorded for it. That calculated amount is the basis of invoicing. If you consider that it does not reflect the amount actually payable by the guest, you bear the burden of proving otherwise from your own records.
Any addition agreed with the guest at or after delivery or handover, including additional items, extended rental periods, or additional charges, forms part of the Transaction Amount, and you must record it in the Dashboard. Commission is due on the amount actually payable by the guest.
An order that has not reached a final status (delivered, cancelled, or rejected) is deemed completed if 7 days have passed from the order date, or from the order’s end date where the order has one, without a guest dispute and without you recording a final status for it. Commission is due on an order completed in this way as on any completed order. You bear the burden of proving, from your own records, that such an order was not in fact completed.
ServRoom may rely on the data and records available on the Platform relating to a Transaction, including guest confirmations, Guest Chat messages, and Stay Reviews, as evidence of its completion and of its Transaction Amount.
If you consider an invoice incorrect, notify [email protected] within 14 days of the invoice date, identifying the disputed Transactions. After that period, the invoice is final.
ServRoom may, on reasonable notice, ask you to confirm or reconcile the Transactions recorded for your account, and you will cooperate in good faith. Failure to cooperate is a ground for suspension under section 12.
A change to the Commission rate or the introduction of any new fee is a change to these Terms and follows section 14. It applies only to Transactions completed after the change takes effect.
5. Payments Between You and Guests
Guests pay you directly. For each item or service with a payment step, you choose which payment methods you accept. These are options you configure and display through the Platform, not payment services provided by ServRoom, and you are the merchant of record for every Transaction. In-Stay Rentals have no payment step on the Platform; you agree and settle payment directly with the guest.
ServRoom does not collect, hold, or process guest payments and holds no funds on your behalf. You are solely responsible for your own payment acceptance and for the receipt, fiscal, cash-handling, and tax requirements that apply to your sales.
Refunds legally due to a guest are handled directly between you and the guest. You must record refunds, cancellations, and non-payment in the Dashboard; no Commission is due on amounts refunded, and if a guest does not pay, the Transaction is not completed.
The price displayed on the Platform for an order must be the full amount payable by the guest for it. You must not collect from the guest, outside the Platform, any amount for an order initiated on the Platform beyond the displayed price and any addition recorded under section 4. This applies only to orders initiated on the Platform, and exists so that ServRoom is paid for the Transactions it enables. It does not restrict what you offer, or the prices you set, through your own channels or by any other means.
6. Your Listings and Your Responsibilities
You are the seller or service provider for everything you offer through the Platform, and you have sole responsibility for it. Before publication and throughout the listing period, you must ensure that every product, service, rental, price, description, image, and instruction is lawful, accurate, not misleading, and compliant with the laws that apply to your offering, including consumer protection, product safety, food safety, labelling, licensing, and age restrictions.
You must provide guests with the identity and contact details that consumer law requires of you as the seller, and you authorise ServRoom to display your business identity and contact details to guests.
Prices you display must be the total price payable by the guest, including applicable taxes, unless the law allows otherwise. Any delivery charge you apply must be shown before the guest confirms the order.
You must honour confirmed orders, maintain sufficient operational capacity, promptly mark unavailable items, and handle guest complaints professionally.
Where an order places the guest under an obligation to pay, you must give the guest confirmation of the order, including the items or services ordered and the total price, in a form the guest can keep, at or before delivery or the start of performance.
You are responsible for maintaining the insurance appropriate to your offerings, including public liability and, where relevant, product liability cover.
You must not list or offer through the Platform anything illegal, unsafe, recalled, or restricted, including weapons, illegal drugs, counterfeit goods, stolen goods, or regulated products and services offered without the required licence or controls. We may remove a listing, block a transaction, or take other protective action where we reasonably believe it is needed to address suspected illegality, safety concerns, fraud, or legal obligations, and section 12.2 (statement of reasons) applies.
7. Working With Providers
You may deliver services yourself or through third-party providers, such as a restaurant, a laundry, or a maintenance team. Providers you register on the Platform, and providers who access it, are bound by these Terms as users.
Where a provider supplies the service, the guest’s contract is with that provider, and the provider is responsible for its own offering under section 6. You remain responsible for selecting your providers and for the accuracy of the provider information you enter. You are responsible for informing the providers and team members whose details you enter, and for giving them a copy of the Host Privacy Policy.
Any revenue share between you and a provider, such as a profit percentage on provider orders, is your own arrangement with that provider, agreed and settled between you. The Commission applies to the Transaction Amount and is invoiced to the account through which the service is offered.
8. Guest Data and Data Protection
This section forms the data processing agreement between you and ServRoom required by Article 28 GDPR.
Roles. You are the controller of the personal data guests submit through the Platform for their orders, bookings, requests, chat messages, and reviews relating to your property (“Guest Data”). ServRoom processes Guest Data on your behalf as your processor. ServRoom is a separate controller of the technical and security data it processes to operate the Platform, of the guest device location it uses to confirm that a guest is at the property, and of its own business records, as described in the Host Privacy Policy and the Guest Privacy Policy.
Processing details. Subject matter and nature: hosting, storing, transmitting, and displaying Guest Data to operate the Platform. Purpose: enabling guests to use in-stay services for your property. Duration: the life of your account. Data subjects: your guests. Data categories: unit identification, order and request details, contact details, delivery details, chat messages, and reviews.
Our obligations as processor. ServRoom will process Guest Data only to provide the Platform and on your documented instructions, unless required otherwise by law, in which case ServRoom will inform you of that legal requirement before processing, unless the law prohibits this on important grounds of public interest; inform you without delay if, in ServRoom’s opinion, an instruction from you infringes the GDPR or other applicable data protection law; ensure persons processing it are bound by confidentiality; implement appropriate technical and organisational security measures; assist you, taking into account the nature of the processing and the information available to us, with data subject requests and with your obligations under Articles 32 to 36 GDPR, including security, personal data breach notification and, where required, data protection impact assessments and prior consultation; notify you without undue delay after becoming aware of a personal data breach affecting Guest Data; and, on termination of your account, at your choice, return or delete the Guest Data: you may export Guest Data through the Platform before termination, or request its return within 30 days of termination via [email protected], in which case ServRoom will provide it in a commonly used electronic format; subject to legal retention duties, ServRoom will then delete or anonymise the remaining Guest Data in accordance with the retention criteria described in the Guest Privacy Policy.
Subprocessors. You give ServRoom general written authorisation to engage subprocessors necessary to provide the Platform, such as cloud hosting, infrastructure, AI, and email and notification providers. ServRoom will make a current list available on request via [email protected], impose materially equivalent data-protection obligations on each subprocessor, remain responsible for their performance, and give notice of the addition or replacement of a subprocessor through the Dashboard or by email, giving you the opportunity to object on reasonable data-protection grounds. If we cannot provide the affected service without the new subprocessor, your remedy is to stop using the affected feature or terminate the affected service before the change takes effect.
International transfers. The Platform’s data is hosted on infrastructure located in the United States. Transfers of personal data outside the European Economic Area are carried out under an appropriate GDPR safeguard: an adequacy decision or certification under the EU-U.S. Data Privacy Framework, alongside Standard Contractual Clauses maintained as a documented fallback, or Standard Contractual Clauses directly, as applicable to the specific provider. You authorise these transfers subject to those safeguards.
Audits. ServRoom will make available the information reasonably necessary to demonstrate compliance with this section, through documentation, certifications, and written responses. Where that information is not reasonably sufficient to demonstrate compliance, or where a supervisory authority requires it, ServRoom will additionally allow and contribute to an audit, including an inspection, conducted by you or an independent auditor mandated by you, no more than once in any 12-month period, on reasonable prior notice, during business hours, without disruption to ServRoom’s operations, subject to confidentiality, and at your cost.
ServRoom will make available the information reasonably necessary to demonstrate compliance with this section, through documentation, certifications, and written responses. Where that information is not reasonably sufficient to demonstrate compliance, or where a supervisory authority requires it, ServRoom will additionally allow and contribute to an audit, including an inspection, conducted by you or an independent auditor mandated by you, no more than once in any 12-month period, on reasonable prior notice, during business hours, without disruption to ServRoom’s operations, subject to confidentiality, and at your cost.
Your obligations. You must have a lawful basis for the Guest Data you instruct us to process, provide guests with the privacy information required of you as controller, and not instruct processing that infringes data protection law. The Guest Privacy Policy published on the Platform describes the processing to guests; you must not configure your offering in a way that makes it inaccurate. Where ServRoom forwards you a request from a guest exercising rights under data protection law, you must handle it within the time limit the law sets; failure to do so is a ground for suspension under section 12.
Access to data (Regulation (EU) 2019/1150). Through the Platform, an account holder (a host or property manager) can access the data relating to its account: its units, services, and providers, the orders and Transactions placed for its properties, the Guest Data for those properties, reviews, and its own performance statistics. The Dashboard provides export functions for the data they cover, and an account holder may in addition request a copy of its data at any time via [email protected]. Where an account holder adds a provider, it has access to that provider’s details and to the orders placed to that provider through its account. A provider or team member has access only to the service, items, and orders assigned to them, and has no access to the account holder’s units, other providers, or the rest of the account. No user has access to the data of other account holders or to aggregated Platform-wide data. ServRoom accesses the data provided by users and guests, and the data generated on the Platform, to operate, secure, maintain, and improve the Platform and to meet its legal obligations, and may use aggregated or anonymised data, which does not identify any user or guest, for analytics and to improve the Platform.
9. Reviews and AI Features
Stay Reviews submitted by guests are made available to you in your Dashboard. Reviews reflect guests’ own views; ServRoom does not verify them and may remove content that is unlawful or breaches the Guest Terms of Use.
AI features on the Platform generate content and summaries automatically and may contain errors. You must review AI-generated content, including items and prices, before publishing it, and you remain responsible for everything published under your account.
ServRoom does not use data processed through the Platform to train, fine-tune, or improve any AI model, and does not permit its AI providers to do so.
10. Content and Intellectual Property
You keep ownership of the content you upload: names, descriptions, images, menus, manuals, and other materials (“Your Content”). You grant ServRoom a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, adapt, and display Your Content as needed to operate, provide, and promote the Platform. You warrant that you have the rights to Your Content and that it does not infringe the rights of others.
The Platform, its software, design, and branding belong to ServRoom or its licensors. You receive a non-exclusive, non-transferable right to use the Platform for your own business during the term of these Terms, and no other rights.
11. Acceptable Use and Reporting
You must not use the Platform for unlawful purposes, interfere with its operation or security, access it by automated means, misrepresent your identity or offerings, or attempt to circumvent the Commission by moving Transactions initiated on the Platform outside it.
Anyone may report a suspected illegal, unsafe, or prohibited listing by emailing [email protected] with an identification of the listing and the reason. We confirm receipt, review reports promptly, and act where justified. Where we notify you of our decision on a report, we will also tell you the ways available to you to contest it.
Where ServRoom becomes aware of information giving rise to a suspicion that a criminal offence involving a threat to the life or safety of a person has taken place, is taking place, or is likely to take place, it will promptly inform the competent law enforcement or judicial authorities.
12. Suspension, Restriction, and Termination
- Grounds. We may suspend or restrict your account, a listing, or a feature where: (a) you materially or repeatedly breach these Terms; (b) any amount due to ServRoom remains unpaid after its due date; (c) we reasonably suspect fraud, illegal activity, or a safety risk; (d) suspension, termination, or a restriction on re-registration is required by law or by a competent authority; (e) you do not, or it appears that you do not, act in the course of a trade, business, craft, or profession; or (f) you become insolvent, enter into liquidation, receivership, or examinership, are adjudicated bankrupt, or make an arrangement with your creditors.
Statement of reasons. If we restrict or suspend your account or a listing, we will give you a statement of reasons on a durable medium at the latest when the restriction or suspension takes effect.
Termination by us. We may terminate these Terms and close your account by giving you at least 30 days’ notice with a statement of reasons. We may terminate with shorter or no notice only where a legal or regulatory obligation requires it or where you have repeatedly infringed these Terms.
- Termination by you. You may close your account at any time through the Dashboard or by writing to [email protected].
Effect. On termination, you must stop using the Platform and pay accrued Commission. You may export your data through the export functions available in the Dashboard at any time before termination takes effect, and may request a copy of your data within 30 days of termination via [email protected]; after termination, access ceases and data is handled in accordance with section 8 and the retention criteria in the Host Privacy Policy. Sections intended by their nature to survive, including accrued payment obligations, sections 8, 10, 15, and 16, survive termination.
13. Ranking
Where a service offers more than one provider, or where several services or items are shown together, they are presented to the guest in an order determined mainly by their relevance to the guest’s stay and property, the service category, and the configuration and any visual highlighting the account holder sets in the Dashboard. Relevance to the guest’s stay is given the greatest weight, because the purpose of the Platform is to serve the guest during a stay at a specific property; the account holder’s own configuration then determines how its services and providers appear within that frame. The Commission is a flat rate and does not influence ranking. ServRoom does not offer paid ranking: no user can pay for higher placement, and ServRoom does not give preferential ranking to any offering.
Any difference in commercial terms or in access to features between account holders does not affect how offerings are ranked, the data available to other account holders, or the features already available to them.
14. Changes to These Terms
We may change these Terms. We will notify you of changes through the Dashboard or by email at least 15 days before they take effect, or longer where the changes require you to make technical or commercial adaptations. If you do not accept a change, you may terminate before it takes effect; continued use after a change takes effect constitutes acceptance. Changes do not apply retroactively.
We may make a change with immediate effect only where it is required by law or a regulatory obligation, or is necessary to address an unforeseen and imminent danger relating to security, fraud, or data protection.
15. Liability
Nothing in these Terms limits liability that cannot lawfully be limited, including liability for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence.
Subject to that, neither party is liable for indirect or consequential loss, loss of profit, loss of business, or loss of data. ServRoom is not liable for the goods, services, and rentals you or your providers offer, for guest claims arising from them, for your own acts or omissions, or for actions we take in good faith under sections 6, 11, and 12.
Subject to the first paragraph of this section, ServRoom’s total aggregate liability arising in any 12-month period will not exceed the greater of (a) the total Commission invoiced by ServRoom for your Transactions during that period and (b) EUR 100. This cap does not apply to your payment obligations, your indemnity obligations, or liability arising from your fraud or wilful misconduct.
The Platform is provided “as is” and “as available”. We do not warrant uninterrupted or error-free operation.
16. Indemnity
You will indemnify ServRoom against third-party claims, and the reasonable costs of dealing with them, arising from your offerings, Your Content, your breach of these Terms, or your breach of applicable law, except to the extent caused by ServRoom’s breach of these Terms.
17. Complaints
ServRoom is a small enterprise within the meaning of Recommendation 2003/361/EC, so Articles 11 and 12 of Regulation (EU) 2019/1150 (internal complaint-handling and mediation) do not apply to it. We nonetheless take complaints seriously: write to
[email protected] and we will review and respond within a reasonable time.
18. General
Confidentiality. Non-public information that ServRoom makes available to you about the Platform, including its pricing and Commission arrangements, security measures, documentation, and operations, is ServRoom’s confidential information. You may use it only in connection with your use of the Platform and must not disclose it to third parties, except to your professional advisers bound by confidentiality or as required by law.
You may not assign these Terms without our prior written consent; we may assign them to an affiliate or in connection with a merger or sale. If a provision is found invalid, the remainder stays in effect. These Terms, together with the policies they reference, are the entire agreement between us regarding the Platform. Nothing in them creates a partnership, joint venture, employment, or agency relationship. Neither party is liable for failure to perform caused by events beyond its reasonable control, other than payment obligations.
19. Governing Law and Jurisdiction
These Terms are governed by the laws of Ireland, and the courts of Ireland have exclusive jurisdiction over any dispute arising from them, without prejudice to mandatory rules that apply in your favour under Regulation (EU) 2019/1150.
20. Contact
SERVROOM VERTEX AI LIMITED
The Black Church, St. Mary’s Place, Dublin 7, D07 P4AX, Ireland
Email: [email protected]
