Terms of Service

Last updated: 2026-09-03

Welcome to Stayflow. These terms are a contract between you and Stayflow Inc. ("Stayflow", "we", "us"), with offices at 395 rue Mathieu-Da Costa, unité 363, Québec (Québec) G2K 0P6, Canada.

Most of this page is written for properties — the businesses that subscribe to Stayflow to welcome their guests. If you are a guest, your stay is governed by the property you booked with; the short section For guests near the end explains how Stayflow fits into your stay.

We have tried to write these terms in plain language. Plain language does not make them less binding — it makes them easier to keep.

What Stayflow is

Stayflow is a guest-experience platform for properties: a web app your guests use during their stay (check-in, chat, requests, orders, local recommendations), and consoles your team uses to run it.

Stayflow is a companion to your property-management system (PMS), not a replacement for it. Your PMS remains the source of truth for availability, rates, and bookings. Stayflow can connect to supported PMS providers to pull reservation details in and push check-in and check-out status back — nothing else is written back.

Stayflow does not sell rooms, take bookings on your behalf, or decide who may stay at your property. Those remain your business and your responsibility.

Your account

To use Stayflow you create an organization account and add one or more properties to it. You agree to:

give accurate information when you sign up and keep it current;
keep your team's sign-in credentials confidential, and tell us promptly if you believe an account has been compromised;
make sure the people you invite to your team are people you actually authorize — what your team does in Stayflow is done on your behalf.

You must be legally able to enter this contract and to operate the property you register.

Acceptable use

Use Stayflow lawfully and decently. In particular, do not:

use Stayflow to send messages a guest has not agreed to receive, or in breach of anti-spam, privacy, or telecommunications law;
upload content that is illegal, that infringes someone else's rights, or that you do not have the right to share;
probe, overload, or interfere with the service, or try to access data that is not yours;
resell or sublicense access to Stayflow except through features we provide for that purpose (for example, giving your guests access during their stay);
use guest data obtained through Stayflow for purposes your guests would not reasonably expect.

Your subdomain and branding. You choose the subdomain and the branding your guest app carries, and both must be yours to use. Names or branding that are obscene, hateful, misleading, or infringing, or that damage Stayflow's reputation — for example, a name that passes your app off as another business — are not allowed. Stayflow may rename, reclaim, or disable any subdomain at its sole discretion, with notice where practicable.

If use of the service puts guests, other customers, or the platform at risk, we may suspend the affected access while we work it out with you.

Plans, billing, and cancellation

Billing is a subscription priced on what you run — the rooms and listings across your properties, counted automatically. Your plan's complete price table and its features are shown when you subscribe and in your organization console, and your console always shows the current counts your bill is based on. Plans are billed monthly or, where offered, yearly.
New accounts start with a free trial. You are not charged until you subscribe to a plan.
Payment is processed by Stripe. We do not see or store your card number.
Some features carry usage-based costs (for example, SMS messages sent to guests are metered per message segment, with a spending cap you control). Usage and caps are visible in your console.
You can cancel anytime from your console. Cancellation stops future renewals; your subscription remains active until the end of the period you have already paid for. We do not owe a refund for the remainder of a billing period unless the law of your place requires one.
Your plan's pricing is fixed when you subscribe. If we retire a plan or introduce new ones, the pricing of the plan you are on does not change under you. If a change would ever affect what you pay — for example, moving you to a different plan — we will give you reasonable notice first, so you can cancel if you disagree. Plan features may gain capabilities over time.

Guest purchases

Guests can pay for orders and services through a Stripe-hosted checkout page. Card details go directly to Stripe and never touch Stayflow's servers.

In-stay guest payments are processed by our payment processor and settle into Stayflow's account. While we build the automated payout system, we arrange the remittance of your share with each property individually — write to us and we will agree on how yours works. Stayflow may deduct payment-processing costs and the fees you have agreed to before remitting. You remain responsible for your own taxes on what you sell to your guests.

You are responsible for the products and services you sell to your guests: their description, their price, their delivery, applicable taxes, and any refunds you owe your guests.

Your responsibilities as a property

Your guests are your guests. When you use Stayflow to collect and handle their information, you act as the party responsible for that data (the "controller"), and Stayflow processes it on your instructions. That means you must:

Have a lawful basis for everything you collect through Stayflow — including identity details, pre-check-in answers, and, where you enable it, ID document and signature capture. If your law requires notice or consent for these, obtaining it is your job.
Keep your content accurate. Your property pages, prices, house rules, and local recommendations are written by you. Guests will rely on them.
Respect guest consent. Stayflow keeps a per-guest record of marketing consent. If you send marketing to guests, you must honour that record and any withdrawal, immediately.
Handle guest rights requests. Guests exercise access, export, and deletion rights through you. Stayflow gives your authorized staff tools to export a guest's stay data and to permanently erase it; using them when a guest asks is your responsibility.
Comply with the laws of your place — hospitality registration rules, tax rules, consumer law, and privacy law all included.

Our responsibilities

We run the service with care, on a best-effort basis. We aim for the service to be available and fast, and we take nightly backups. But we are a growing platform and we do not currently offer a formal uptime guarantee (SLA). We would rather tell you that plainly than promise a number we have not committed to.
We protect the data you entrust to us with measures described in our Privacy Policy — encrypted transport, access controls, audit logging of sensitive access, and automatic retention limits.
We keep an honest list of the third-party services (subprocessors) we rely on, published on our Subprocessors page, linked from our Privacy Policy, and we only use providers needed to run the service.
We give you notice of meaningful changes to the service or these terms.

Stayflow is provided "as is" and "as available", with no uptime guarantee. We do not promise uninterrupted or error-free operation, and to the extent the law allows, we make no warranties beyond what is written on this page.

Guest data: who is responsible for what

Two roles matter here, and we want them stated clearly:

For guest data — everything a guest or your team enters about a stay — the property is the controller and Stayflow is the processor. We handle it only to provide the service to you and on your documented instructions.
For your own account data — your organization details, team accounts, billing records, and your correspondence with us — Stayflow is the controller.

Other points you should know as a controller:

Retention is automatic. By default, a stay's personal data is anonymized a fixed period after check-out (24 months by default), and erasure requests are executed permanently, including deletion of ID images, chat threads, and media. Erased data ages out of our backups within 14 days.
Returning guests. To spare guests re-typing their details, a guest's basic identity record is matched by email across the platform. Our Privacy Policy describes this; your own privacy notice to guests should account for it.
Optional AI features (personalized recommendations powered by a third-party AI provider) are off or on per property — you choose, and you can add guidance text that shapes what the AI suggests.
This section and our Privacy Policy record our data-processing commitments to you and form part of these terms. If your law requires a separate data-processing agreement, write to us at [email protected] and we will work through it with you.

Intellectual property

Stayflow's software, design, and brand belong to us (or our licensors). Your subscription gives you a right to use the service; it does not transfer ownership of any of it.
Your content belongs to you — your property information, photos, guest communications, and everything your guests submit. You give us the license we need to host, display, transmit, and back up that content in order to run the service for you, and no wider license than that.
If you send us feedback or suggestions, we may use them without obligation to you.

White-label

On plans that include it, you can present the guest app under your own brand: your logo and colours, the option to hide Stayflow's name from guests, and your own guest-app domain (a free subdomain, or a custom domain you own). Two limits:

White-label changes how the service looks, not who provides it. These terms still apply, and the platform is still operated by Stayflow.
You must own or control any custom domain and brand assets you use, and your branding must not mislead guests about who they are dealing with for their booking and stay — that is you, the property.

Term, termination, and your data on the way out

These terms apply as long as you have an account.
You may leave anytime by cancelling your subscriptions and closing your account.
We may suspend access — to an account, a property, or a feature — for non-payment, for a security risk, or for abuse of the service, until the problem is resolved.
We may terminate an account for material breach of these terms, for persistent non-payment, or where the law requires it. Where reasonable, we will warn you and give you a chance to fix the problem first.
Before you go, take your data with you. Your console lets authorized staff export guest stay data one stay at a time — there is no bulk export today, so if you need everything at once, ask us and we will prepare it — and your property content remains accessible until closure. If you need help exporting, ask us before you close the account.
After closure, we delete or anonymize the personal data we processed for you, except records we are legally required to keep (such as billing and financial records, which are retained in anonymized or minimal form) and the append-only audit trail, which is permanent by design — though names in it are resolved live, so erased people no longer appear in it. Deleted data ages out of backups within 14 days. Closure and the deletion that follows are handled manually by our team today, on your request — including the removal of your team's sign-in identities — rather than by an automated process; write to us when you want the account closed and we will confirm when it is done.

Limits of liability

We stand behind our work, but a subscription priced on the rooms and listings you run cannot carry unlimited risk. So, to the maximum extent the law allows:

Stayflow is not liable for indirect or consequential damages — lost profits, lost bookings, business interruption, lost data caused by events outside our reasonable control, or damage to reputation.
Our total liability for all claims arising from the service is capped at the fees you paid us for the service in the 12 months preceding the event giving rise to the claim.
Nothing on this page limits liability that cannot be limited by law — including, where applicable, liability for gross fault, intentional harm, or bodily injury, and any right consumer-protection law gives you that cannot be waived.

You agree to defend and indemnify us against claims by third parties (including your guests) that arise from your content, your guest-data practices, or your breach of these terms — because those are within your control, not ours.

Governing law

These terms are governed by the laws of Québec and the applicable laws of Canada. Any dispute arising from these terms or the service will be brought exclusively before the courts of the judicial district of Québec (Québec City), unless the consumer-protection law of your place gives you a right you cannot waive.

The person in charge of the protection of personal information (personne responsable de la protection des renseignements personnels, Loi 25) is Marc-Antoine Claveau, CEO — [email protected]. Our Privacy Policy explains how we handle personal information.

Changes to these terms

We may update these terms as the service evolves. For meaningful changes we will notify you (in the console or by email) at least 30 days before they take effect. If you keep using Stayflow after that date, the new terms apply — continued use is acceptance. If you disagree, you may cancel before they take effect.

A few standard clauses

Severability. If a court finds part of these terms unenforceable, the rest stays in force, and the unenforceable part is read as closely to its intent as the law allows.
Entire agreement. These terms, our Privacy Policy, and the plan you subscribed under are the whole agreement between us about the service, and replace any prior discussions.
Language. The parties confirm their express wish that these terms and every related document be drawn up in English; a French version is available on request. Les parties confirment leur volonté expresse que ces conditions et tout document qui s'y rattache soient rédigés en anglais. {{OWNER: confirm the English-language clause and the French version with counsel before publishing}}

For guests

If you are staying at a property that uses Stayflow, in short:

Your booking and your stay are between you and the property. The property sets its prices, rules, and services; Stayflow is the software it uses to welcome you.
Your personal information is handled for the property. The property is responsible for your data; Stayflow processes it on the property's behalf. Our Privacy Policy explains what is collected, how long it is kept, and the third-party services involved.
Your rights requests go through your property. To access, export, or delete the data from your stay, ask the property — its staff have the tools to do it, and every export or erasure is logged.
Payments are handled by Stripe. When you pay through the guest app, you are taken to a secure Stripe page; your card details never pass through Stayflow.
Marketing needs your consent. You will only receive marketing messages if you agreed to them, and you can withdraw that agreement at any time.
Use the guest app honestly and lawfully, and be kind to the people on the other end of the chat.

Contact

Questions about these terms: [email protected] — general questions: [email protected] Stayflow Inc., 395 rue Mathieu-Da Costa, unité 363, Québec (Québec) G2K 0P6, Canada