General Terms of Service

I.Subject and parties

These General Terms of Service ("Terms") govern the relationship between HOSPITALITY IN BITS LTD. (Hotel.One) - provider of cloud software services for the hospitality and tourism industry - and the Client - any legal or natural person that has entered into a contract with Hotel.One or requested use of the services.

Hotel.One develops and provides software solutions covering these core products: Hotel.One BI, Hotel.One Documents AI and Hotel.One Sync. These Terms define the conditions under which those services are provided and the rights and obligations of the parties.

II.Scope of services

The services are provided as Software as a Service (SaaS) in standard form ("as-is") and include:

• Hotel.One BI - business-analytics, reporting and forecasting for the hospitality industry through consolidation, modelling and visualisation of operational and financial data (revenue, expenses, occupancy/efficiency, budgets).
• Hotel.One Documents AI - automated processing and extraction of data from documents using OCR/AI; structuring and transfer to the Client's other systems.
• Hotel.One Sync - transferring hotel reservations to the Client's hotel software and providing rate/availability information. Sync's Sejour component uses the external Hotel2Sejour tool.

Hotel.One provides the services in their standard functionality. The Client agrees that personalised modifications are not offered, except as described in the Onboarding Addendum. All updates are made at Hotel.One's discretion.

III.Rights and obligations

Hotel.One provides the services in accordance with these Terms and the SLA set out in section V. The Client undertakes to use the services in accordance with the technical requirements in Appendix 1.

In the event of an incident, the Client must assist - access, logs, diagnostic data.

IV.Third-party liability

Hotel.One uses Hotel2Sejour as an external component for part of the Sync service. Hotel.One is not liable for errors or interruptions caused by failures in external components after the date of contract signing.

In such cases, Hotel.One will report the issue to the provider, inform the Client about the nature of the problem and maintain regular communication on resolution status.

V.Service levels (SLA)

V.1. Availability

Hotel.One guarantees that the SaaS services will be:

99.9% · full availability99.7% · partial availability

Calculations are made monthly using the formula: L = (TT − dT) / TT, where L is the availability coefficient, TT is total time in the period, and dT is downtime (excluding scheduled maintenance with prior notice).

V.2. Scheduled maintenance

Hotel.One provides at least 5 calendar days' notice. Permitted: up to 1 monthly maintenance with potential interruption; up to 3 windows without interruption. Duration up to 24 hours; full interruption up to 4 hours.

VI.Customer support

VI.1. Business hours

Support is provided Monday - Friday, 09:00 to 17:30 (CET +2). Requests outside business hours are logged at the start of the next business day. Waiting time for information from the Client ("Idle time") is not counted in the deadlines.

VI.2. Submitting requests

Requests are sent to office@hotel.one with the most detailed problem description possible.

VI.3. Classification and deadlines

VI.4. Escalation

VI.5. Out of scope

Support does not cover: local-network, internet, operating-system or virus issues; custom developments and third-party integrations not built by Hotel.One; recurring issues caused by failure to follow instructions.

VI.6. Compensation

In case of breach of deadlines, Hotel.One provides:

• for a critical incident - up to 15% of the monthly fee;
• for a medium incident - up to 10% of the monthly fee;
• for a 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 data from unauthorised access, modification or deletion.

In the context of the services provided, the Client is the data controller and Hotel.One acts as the processor.

VIII.Data ownership and termination

These Terms do not transfer copyright or rights of disposal belonging to the parties prior to signing the Agreement.

The Client retains full ownership of all data entrusted to Hotel.One for processing. The same applies to the results of processing. Hotel.One has no right to use the data outside its contractual obligations, nor to retain it as security.

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 amount of compensation set out in section VI.6.

-Appendix 1: Technical requirements

The Client provides an environment compatible with the following minimum requirements:

• Operating systems: Windows 10 (x86/x64), Windows 11 (x64)
• Browsers: Firefox 50+, Chrome 54+, Edge Chromium
• Limitations: visualisation files (BI/Docs) and display size (BI)
• When Microsoft ends support for a Windows version, Hotel.One automatically ends support for that version.

X.Final provisions

Hotel.One has the right to amend these Terms, which are continuously available at hotel.one/bg/tcs.

These Terms are governed by the laws of the Republic of Bulgaria. All disputes are settled by mutual agreement and, failing that, by the competent court in the Republic of Bulgaria.

These Terms were approved on 09.09.2025.

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