1. These Terms
These Terms govern access to and use of ELUNIA, a SaaS platform for hospitality businesses. “Customer” means the business or organization that creates an account, and “user” means an individual using ELUNIA on its behalf. The operator of ELUNIA is referred to as “ELUNIA,” “we,” or “us.” The operator’s full legal-entity details must be confirmed before production contracting.
2. Service
ELUNIA enables Customers to manage properties, guests and stays; create private surveys; collect feedback; organize issues and recovery actions; send transactional email; run automations; and analyze operational patterns. Some plans include optional AI-assisted features and multi-property comparison.
ELUNIA is not a PMS, emergency service or marketing platform. It does not provide native Booking.com, Google or TripAdvisor review ingestion, SMS, WhatsApp or autonomous AI decisions. Public review destinations are external links configured by the Customer.
3. Eligibility and authority
A user must be at least 18 and authorized to bind the business they represent. The Customer is responsible for accurate account information, administration of owners, administrators and team members, property-level access and timely removal of access.
4. Accounts and security
Users must use individual credentials, protect passwords and notify us of suspected unauthorized access. The Customer is responsible for authorized-user activity and for correctly configuring organizations, properties, roles and communication destinations.
5. Acceptable use
ELUNIA may be used only for lawful hospitality operations. Prohibited conduct includes unlawful or deceptive data processing, unsolicited communications, harassment, rights infringement, malicious code, bypassing access or plan limits, reverse engineering where prohibited by law, and use that threatens the service or others.
6. Guest data and communications
The Customer determines why and how guest data is processed and is responsible for its lawful basis, privacy notices, accuracy and handling of rights requests. The Customer must have lawful authority before entering guest details or sending survey invitations and reminders. ELUNIA transactional email must not be repurposed as marketing campaigns.
7. Plans, limits and trial
Plans differ by active-property limits, analytics, exports, automations, Portfolio Intelligence and AI usage. Rooms or units beneath one Property record do not count as separate properties. The trial lasts 21 days and provides the functionality and limits of the plan selected at registration. No card is required to start.
8. Trial or subscription expiry
Without an active paid plan, users may sign in and view historical information, but the organization becomes read-only. New operational writes, survey submissions, survey email and automations stop. Authorized billing access remains available. A later subscription restores access according to the selected plan.
Operational Customer data is retained for up to 90 days after expiry and may then be deleted or anonymized. Backup copies may persist for up to 30 additional days through normal backup rotation. Legal, tax, accounting, fraud-prevention or security records may be retained for the period required by law or legitimate operational necessity.
9. Billing, taxes and plan changes
Price, currency, billing interval and entitlements are shown before checkout. Payment is handled by the configured third-party provider; ELUNIA does not store card numbers or CVC. The Customer must provide accurate billing details and pay applicable charges and taxes. Final VAT treatment depends on supplied information and applicable rules and is not tax advice.
Upgrades may apply immediately. Downgrades are scheduled for the next period and require resolution of active properties above the new limit without automatic deletion of data.
10. Cancellation, suspension and termination
Cancellation is scheduled for the end of the current paid period and may be resumed before then. We may restrict or suspend access where reasonably necessary for security, non-payment, unlawful use, material breach or protection of the service. Where appropriate, notice and an opportunity to remedy will be provided. The Customer may request account closure through the available governance controls.
11. AI-assisted features
When enabled, AI may assist with survey translation, summaries, suggested response drafts and insights. Selected content may be sent to the configured AI provider after available minimization controls are applied. Outputs are reviewable assistance, may be inaccurate and require human judgment. ELUNIA does not autonomously resolve issues or make decisions about guests.
12. Third-party providers and links
The service may rely on hosting, email, payment and optional AI providers. Third-party availability is also subject to their terms. External links, including public review destinations, are not controlled by ELUNIA; the Customer is responsible for their accuracy and lawful configuration.
13. Intellectual property and Customer content
ELUNIA and its software, design and documentation belong to the operator or its licensors. The Customer retains rights in content and data it supplies and grants us the limited rights needed to provide, secure and support the service. The Customer confirms that it has the rights required for submitted content.
14. Availability and disclaimers
We use reasonable efforts to operate the service securely and reliably, but do not promise uninterrupted or error-free availability, a particular SLA or a particular business outcome. ELUNIA provides operational tooling, not legal, tax, medical or other professional advice. To the extent permitted by law, implied warranties that cannot reasonably be given for a SaaS service are excluded.
15. Liability
To the extent permitted by law, neither party is liable for indirect, incidental or consequential loss, or lost profit that was not reasonably foreseeable. No limitation applies where prohibited by law, including fraud, gross negligence or liability that cannot legally be excluded. The Customer is responsible for third-party claims arising from unlawful content, unlawful communications or use in breach of these Terms, to the extent caused by the Customer.
16. Changes
We may improve or change the service while respecting material active-subscription commitments where required. Material Terms changes will receive a new version and effective date and, where required, reacceptance through ELUNIA’s versioned legal-document system.
17. Governing law and contact
The operator’s legal entity, registered address, governing law and competent jurisdiction have not yet been finalized and must be identified in the applicable order form or commercial agreement before production contracting. Questions about these Terms may be submitted through the contact page.