Terms of Service
1. Agreement and parties
These Terms of Service (the "Terms") govern access to and use of BookingPilot, a hospitality operations platform operated by the BookingPilot project (legal entity registration in progress, Albania), trading as BookingPilot ("we", "us"). By creating an account, or by using the Service on behalf of an accommodation provider (a "Property"), you agree to be bound by these Terms and by the Data Processing Agreement (/dpa) and Privacy Policy (/privacy) referenced herein, each of which forms part of this agreement.
If you create an account on behalf of a Property or other organisation, you confirm that you are authorised to bind that organisation, and "you" in these Terms refers to that organisation.
Order of precedence: if any conflict arises between these documents concerning the processing of personal data, the Data Processing Agreement prevails.
2. The Service
The Service provides reservation and calendar management, room and rate administration, housekeeping operations, guest communication tooling, guest online pre-check-in, reporting, staff account management, distribution-channel synchronisation through an integrated channel manager, and related hospitality operations features. We may add, change or withdraw features over time; changes that materially reduce the functionality on which you rely will be communicated with reasonable advance notice.
3. Accounts and responsibilities
You must provide accurate registration information, keep it current and keep your credentials confidential. You are responsible for all activity under accounts issued to your Property's staff, for promptly removing access for departed staff, and for the lawfulness of the data you enter. You must notify us without undue delay of any suspected unauthorised access. We may suspend access where we reasonably believe an account is compromised or is being used in breach of these Terms.
You are responsible for informing your staff that the Service records security-related session information concerning them, namely last-activity times, device identity and an approximate city/region-level location and timezone derived from IP address, visible within their own account security view.
4. Acceptable use
You may not misuse the Service; attempt to access data belonging to other properties; probe, scan or test the vulnerability of the Service except with our written consent; store unlawful content; send unsolicited marketing through the Service; or interfere with its operation. You are responsible for having a lawful basis, typically contract or legal obligation, for all personal data you enter or collect through the Service, including guest identity documents and payment details, and for giving your guests whatever notices your own obligations require. Where you make use of online pre-check-in, you are responsible for ensuring that reservation-specific check-in links are communicated only to the intended guest, since possession of the link permits submission of identity details against that reservation.
5. Your data and the Data Processing Agreement
As between you and us, you are the controller of your guests' and your staff's personal data, and we act as processor under the Data Processing Agreement available on our legal pages, which is incorporated into these Terms and takes effect from the creation of your account. You grant us a general written authorisation to engage the categories of sub-processors described in the DPA, subject to the change-notice and objection mechanism set out therein.
6. Payment card data
Where you elect to record payment card details in the Service, they are stored only in encrypted form, displayed masked by default and revealed only behind a one-time verification step. Card security codes are retained no longer than fourteen days after capture or until checkout, whichever occurs first; full card details are deleted ninety days after checkout. The Service is not a payment gateway and does not charge cards; you remain responsible for your own obligations under the PCI Data Security Standard, including completion of the applicable Self-Assessment Questionnaire, whenever you view, record or use card data.
7. Fees and billing
Fees, where applicable, are as communicated at sign-up or subsequently agreed in writing, and are billed in advance on the selected billing cycle. Paid subscriptions are sold by Paddle.com, our online reseller and Merchant of Record, which collects payment, calculates and remits applicable taxes and issues the invoice or receipt; Paddle's own buyer terms apply to the purchase transaction. We may introduce or adjust fees on reasonable advance notice. Cancellation, plan changes and refunds are governed by our Refund and Cancellation Policy (/refunds), which forms part of these Terms; amounts already paid are not refundable except as described in that policy or as required by law. Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns.
8. Intellectual property
We retain all rights in the Service, its software, design and documentation. You retain all rights in the data you and your guests enter. You grant us the limited licence necessary to host, process and display that data solely for the purpose of operating the Service for you.
9. Availability and liability
We aim for high availability but do not guarantee uninterrupted or error-free service; scheduled maintenance and third-party dependencies may cause interruptions. The Service is provided "as is" and "as available". To the maximum extent permitted by law, our aggregate liability arising out of or relating to the Service is limited to the fees paid by you in the twelve months preceding the event giving rise to the claim, and we are not liable for indirect, incidental or consequential losses, lost profits or loss of data. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for wilful misconduct or gross negligence.
10. Indemnification
You will indemnify and hold us harmless against claims brought by third parties, including your guests and your staff, arising from data you enter into the Service in breach of law or of these Terms, or from your failure to meet your obligations as a data controller, to the extent that the claim does not result from our breach of this agreement.
11. Term and termination
These Terms apply for so long as you use the Service. You may close your account at any time, whereupon a thirty-day deletion window applies as described in the Data Processing Agreement, following which the property record and all associated data are permanently deleted, subject to legal retention obligations. We may terminate or suspend access for material breach, for unlawful use or where required by law, and where practicable will provide notice and an opportunity to cure.
12. Governing law and disputes
These Terms and any dispute or claim arising out of or in connection with them, including non-contractual disputes, are governed by the laws of Albania, without regard to conflict-of-laws rules. The competent courts of Tirana, Albania have exclusive jurisdiction, except where mandatory law provides otherwise.
13. General provisions
If any provision of these Terms is held unenforceable, the remainder continues in effect. Our failure to enforce a provision is not a waiver. You may not assign your account without our consent; we may assign this agreement in connection with a reorganisation, merger or sale of the Service. Neither party is liable for delay caused by events beyond its reasonable control. These Terms, together with the Privacy Policy and the Data Processing Agreement, constitute the entire agreement between you and us regarding the Service.
There are no third-party beneficiaries to these Terms, save that Paddle.com may rely on the provisions concerning the purchases it processes as Merchant of Record. You will not use the Service in violation of applicable export-control or sanctions laws.
14. Changes and contact
We may update these Terms with reasonable advance notice; continued use after the effective date constitutes acceptance. Version v2026-10, last updated October 2026. Legal notices may be addressed to legal@bookingpilot.al. General support matters may be addressed to support@bookingpilot.al.