Terms of service

1. Acceptance of Terms

By accessing or using TIOO ("the Platform"), you agree to be bound by these Terms of Service. If you do not agree, you may not use the Platform. These terms apply to all users, including property managers, hosts, staff members, and guests.

These terms should be read alongside our Privacy Policy and Cookie Policy.

2. Description of Service

TIOO is a cloud-based software-as-a-service (SaaS) platform for property management. The Platform provides tools for booking management, guest check-in, smart lock integration, website building, invoicing, messaging, cleaning management, and related services.

3. Account Registration

• You must provide accurate and complete information when creating an account.
• You are responsible for maintaining the security of your account credentials.
• You must be at least 18 years old to create an account.
• One person or legal entity may not maintain more than one free account.

4. Plans and Billing

4.1 Free Plan

TIOO offers a free plan with limited features and room capacity. The free plan is available indefinitely — there is no trial period. Free accounts are subject to usage limits as described on our pricing page.

We reserve the right to modify, limit, or discontinue the free plan at any time with 30 days' notice. This includes, but is not limited to:

• Adjusting the features or resource limits available on the free plan
• Restricting free plan availability to new sign-ups only
• Requiring a paid plan for accounts that exceed reasonable resource usage or storage thresholds
• Suspending free accounts that are used for purposes inconsistent with normal property management operations

If the free plan is materially changed or discontinued, existing free plan users will be given at least 30 days' notice and the option to export their data before any changes take effect.

4.2 Paid Plans

TIOO offers multiple paid subscription plans with different feature levels and room limits. Plan details and pricing are available on our pricing page.

4.3 Payment

Subscription fees are billed in advance on a monthly or annual basis. You authorise us to charge your payment method for all fees incurred.

4.4 Cancellation

You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period. No refunds are provided for partial periods.

4.5 Plan Changes

Upgrades take effect immediately with prorated charges. Downgrades take effect at the end of the current billing period. Room limits are enforced per plan.

4.6 Website Template Tiers

The Platform's website builder includes templates grouped into tiers based on your subscription plan:

• Starter Templates (Modern, Classic, Boutique, Bold) — available on all plans including the free plan.
• Growth Templates (Luxe, Editorial) — available on Growth, Pro, and Enterprise plans.
• Pro Templates (Prestige, Studio) — available on Pro and Enterprise plans.

If your subscription plan is downgraded (whether by cancellation, payment failure, or plan change), and your current website template belongs to a tier that your new plan does not have access to, your website template will be automatically reverted to the Modern template (a Starter-tier template). Your page content and images will be preserved, but the visual design and layout will change to match the new template.

After changing templates, you may choose to rebuild your site content using the new template's content pack. This is an optional action that permanently deletes all existing pages and gallery images and replaces them with default content for the selected template. This action cannot be undone.

We recommend backing up or noting your content before switching between template tiers or rebuilding your site.

5. Acceptable Use

You agree not to:

• Use the Platform for any unlawful, fraudulent, or malicious purpose
• Attempt to gain unauthorised access to other accounts, systems, or data
• Interfere with, disrupt, or degrade the Platform's services, infrastructure, or security
• Upload or transmit malicious code, viruses, trojans, or any harmful software
• Use the Platform to send spam, phishing messages, or unsolicited communications
• Resell, redistribute, sublicence, or commercially exploit the Platform or any part of it without authorisation
• Scrape, crawl, spider, or use automated tools to extract data or content from the Platform
• Use automated tools, bots, or scripts to make excessive requests to the Platform or abuse API endpoints
• Probe, scan, or test the vulnerability of the Platform or breach any security or authentication measures
• Impersonate another person, organisation, or TIOO staff member
• Create multiple free accounts to circumvent usage limits
• Use the Platform to collect, store, or process personal data in violation of applicable data protection laws
• Publish misleading, defamatory, or harmful content on property websites hosted through the Platform

We enforce reasonable usage limits to ensure fair access for all users. Accounts that exceed these limits may be temporarily restricted or suspended. Usage limits vary by plan and are described on our pricing page.

TIOO reserves the right to investigate suspected violations and take appropriate action, including account suspension, termination, and referral to law enforcement where necessary.

6. Property Websites and Custom Domains

The Platform allows you to create a public website for your property, optionally using a custom domain name. You are solely responsible for all content published on your property website, including text, images, and descriptions. Content must not be unlawful, misleading, or infringe on any third party's intellectual property. We reserve the right to remove content that violates these terms.

7. Data and Privacy

Your use of the Platform is also governed by our Privacy Policy.

7.1 Data Controller Responsibilities

As a property manager, you are the data controller for guest data processed through your account. You must:

• Ensure your collection and use of guest data complies with applicable data protection laws including GDPR
• Have a lawful basis for collecting guest personal data (e.g. contract performance, legitimate interest)
• Provide guests with appropriate privacy notices before collecting their data
• Respond to data subject access requests from your guests

7.2 TIOO as Data Processor

TIOO acts as a data processor on your behalf. A Data Processing Agreement (DPA) is available to all customers and forms part of these terms. The DPA sets out our obligations regarding data security, sub-processor management, breach notification, and data deletion.

7.3 Guest ID Documents

If you enable ID verification for guest check-in, you are responsible for informing guests about the collection, purpose, and retention of their ID documents. TIOO automatically deletes guest ID documents after the retention period configured in your account settings (maximum 90 days).

8. Intellectual Property

8.1 TIOO's Intellectual Property

The Platform — including its source code, design, user interface, features, workflows, algorithms, documentation, branding, logos, and all related materials — is the exclusive intellectual property of TIOO and is protected by copyright, trade secret, and other intellectual property laws.

You may not, and you agree not to:

• Copy, reproduce, duplicate, or clone any part of the Platform, in whole or in part
• Reverse-engineer, decompile, disassemble, or attempt to derive the source code, algorithms, or underlying logic of the Platform
• Modify, adapt, translate, or create derivative works based on the Platform
• Remove, alter, or obscure any copyright, trademark, or proprietary notices
• Use the Platform as a basis for building a competing product or service
• Benchmark, analyse, or study the Platform for the purpose of replicating its features or functionality in another product
• License, sublicence, sell, lease, or otherwise transfer access to the Platform to any third party
• Frame, mirror, or embed the Platform or any part of it on another website or service without authorisation

8.2 Your Content

Content you create on the Platform (property descriptions, images, website pages) remains your property. You grant TIOO a limited, non-exclusive licence to host, display, and transmit this content solely as necessary to provide the service. This licence terminates when you delete your content or your account is closed.

8.3 Stock Photo Attribution

When you use stock photos from Unsplash or Pexels through the Website Builder, attribution credits are automatically displayed on your published website. You must not remove, obscure, or alter these attribution credits. Maintaining accurate attribution is your responsibility as the content publisher.

8.4 Feedback

If you provide suggestions, ideas, or feedback about the Platform, you grant TIOO an unrestricted, irrevocable, royalty-free licence to use, implement, and incorporate such feedback without obligation to you.

9. Third-Party Integrations

The Platform integrates with third-party services for payments, smart locks, email delivery, event data, and communications. Your use of these services is subject to their respective terms. TIOO is not responsible for the availability or performance of third-party services.

The Smart Pricing feature uses event data from the Ticketmaster Discovery API. Event data is provided by Ticketmaster and is subject to Ticketmaster's Terms of Use. This feature is provided free of charge to all TIOO users.

The Website Builder includes a stock photo search feature powered by Unsplash and Pexels. Photos sourced from these services are subject to the Unsplash Licence and Pexels Licence respectively. Attribution is automatically applied when stock photos are used. You are responsible for ensuring that stock photos are used in accordance with these licence terms.

10. Service Availability

We strive to maintain high availability but do not guarantee uninterrupted service. We may perform maintenance that temporarily affects availability. We will provide reasonable notice for planned maintenance.

11. Limitation of Liability

To the maximum extent permitted by law, TIOO shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform. Our total liability shall not exceed the amount you paid to us in the 12 months preceding the claim.

12. Indemnification

You agree to indemnify and hold TIOO harmless from any claims, damages, losses, or expenses (including legal fees) arising from your use of the Platform, your violation of these terms, or your violation of any third party's rights.

13. Account Termination

We may suspend or terminate your account immediately and without prior notice if:

• You violate these Terms of Service, including the Acceptable Use or Intellectual Property provisions
• You engage in fraudulent, abusive, or malicious activity
• Your account is used to compromise the security or integrity of the Platform
• You fail to pay subscription fees after the applicable grace period
• We are required to do so by law or by a regulatory authority

Upon termination, you may request a data export within 30 days. After 30 days, your data will be permanently deleted. TIOO is not liable for any loss of data resulting from account termination due to a violation of these terms.

14. Force Majeure

TIOO shall not be liable for any failure to perform due to causes beyond our reasonable control, including but not limited to natural disasters, acts of government, internet or infrastructure failures, or pandemics.

15. Changes to Terms

We may update these terms from time to time. We will notify you of material changes at least 30 days in advance. Continued use of the Platform after changes take effect constitutes acceptance.

16. Severability

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

17. Entire Agreement

These Terms of Service, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and TIOO regarding the use of the Platform.

18. Governing Law

These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

19. Contact

For questions about these terms, contact us at [email protected] or [email protected].