General Terms and Conditions — HotelOne

General Terms and Conditions

for the use of Hotel.One SaaS services

HOSPITALITY IN BITS LTD. | UIC 207902884

Sofia, Lozenets District, "Chervena Stena", bl. 4

Version 0.1 | Approved on: 09.09.2025

I. Subject and Parties

These General Terms and Conditions ("General Terms") govern the relationship between HOSPITALITY IN BITS LTD. (Hotel.One) — a provider of cloud software services for the hospitality and tourism industry, and the Client — any legal or natural person who has entered into an agreement with Hotel.One or has requested the use of the provided services.

Hotel.One develops and provides software solutions encompassing the following core products: Hotel.One BI, Hotel.One Documents AI, and Hotel.One Sync.

II. Scope of Services

Hotel.One services are provided in the form of SaaS solutions, operating in their standard form ("as-is") and include:

Hotel.One BI — a business analytics, reporting and forecasting system for the hospitality industry, through consolidation, modelling and visualisation of the Client's operational and financial data.
Hotel.One Documents AI — a system for storage, management and automated processing and extraction of data from documents using OCR/AI tools; structuring and transferring data to other Client systems.
Hotel.One Sync — transfer of hotel room reservations to the Client's hotel software; providing pricing and availability information to other Hotel.One Clients. For reservation transfers from Tour Operator software Sejour, an external component Hotel2Sejour is used.

All updates and improvements are made solely at Hotel.One's discretion and are automatically included within the scope of the service.

III. Rights and Obligations of the Parties

Hotel.One provides services in accordance with these General Terms and the Service Quality Levels described in Section V.

The Client undertakes to use the services in compliance with the technical requirements described in Appendix 1.

Hotel.One is not liable for lost data, revenue, profits or other financial losses. Hotel.One is only liable for damages that are a direct result of its intentional acts or omissions or gross negligence.

IV. Third-Party Liability

Hotel.One uses Hotel2Sejour as an external component for part of the Hotel.One Sync service. The terms of the respective third party are binding upon the Client.

Hotel.One is not liable for errors or interruptions caused by failures in Hotel2Sejour or any other external component. The Client may not claim compensation for incidents arising entirely from external components.

V. Service Quality Levels

V.1. Availability

Hotel.One guarantees that the provided SaaS services will be fully available 99.9% of the time and partially available 99.7% of the time (calculated monthly).

V.2. Planned Maintenance

Hotel.One notifies the Client at least 5 calendar days in advance. Up to 1 monthly maintenance with potential interruption (up to 4 hours) and up to 3 without interruption are permitted. Total duration must not exceed 24 hours.

VI. Customer Support

VI.1. Working Hours

Monday – Friday, 09:00–17:30 (CET +2). Requests received outside working hours are deemed registered at the beginning of the next working day.

VI.2. Request Registration

Send an email to support@hotel.one with a detailed description of the problem. The team creates a ticket and keeps the Client informed.

VI.3. Request Categorisation

Type	Description
Incident	Unexpected interruption or degradation of service
Service Request	Standard request for access or functionality, not related to a problem
Problem	Recurring or systemic errors requiring deeper investigation
Change Request	Request for configuration or functionality change
Information Request	Day-to-day operational questions

VI.4. Incident Classification and Resolution Timeframes

Level	Description	Resolution
Critical	System unavailable; significant data loss; integration with >50% of systems absent	8 business hours
Medium	Limited data loss; integration with up to 50% of systems absent	16 business hours
Low	Partial loss of functionality not preventing basic system use	10 business days

VI.5. Escalation

Level	Responsible	Contact
1	Operations team	support@hotel.one
2	Support Manager	supportl2@hotel.one
3	Chief Technology Officer	cto@hotel.one

VI.6. Outside Scope of Support

Issues related to local network, internet connectivity, operating systems or viruses
Individual developments and third-party integrations not developed by Hotel.One
Recurring problems caused by failure to follow previously provided instructions

VI.8. Compensation

Critical incident — up to 15% of the monthly fee
Medium incident — up to 10% of the monthly fee
Low incident — up to 5% of the monthly fee

VII. Information Security and Data Protection

Hotel.One applies appropriate technical and organisational measures to protect Client data from unauthorised access, accidental modification or deletion.

In the context of the services, the Client is the data controller and Hotel.One acts as the processor. The measures taken by Hotel.One are set out in the Data Processing Agreement (DPA), which forms an integral part of these Terms.

VIII. Data Ownership and Termination

The Client retains full ownership of all data entrusted to Hotel.One. Hotel.One may not use the data for other purposes or retain it as a form of security.

Upon termination, Hotel.One retains data for a maximum of 30 days, during which the Client may request access or transfer. After this period, Hotel.One destroys all stored data.

IX. Limitation of Liability

Hotel.One is not liable for indirect damages, loss of profits or other financial losses. Hotel.One's maximum liability is limited to the compensation provided for in Section VI.8.

Appendix 1: Technical Requirements

Operating Systems: Windows 10 (x86/x64), Windows 11 (x64)
Browsers: Firefox 50+, Chrome 54+, Edge Chromium
Upon end of Microsoft support for a specific Windows version, Hotel.One automatically discontinues support for that version.

X. Final Provisions

Hotel.One has the right to amend these General Terms, which are permanently accessible at hotel.one/t&cs.

These General Terms are governed by the laws of the Republic of Bulgaria. Disputes shall be resolved by mutual agreement, or by the competent court in Bulgaria.

Approved on: 09.09.2025

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