Terms of Service

1. Who these terms apply to

These Terms of Service ("Terms") govern your use of the BunkBell platform operated by Digital Oas AB, a company registered in Sweden ("we", "us", "BunkBell"). By creating an account, you agree to these Terms and our Privacy Policy.

These Terms apply to hostel operators and their staff who use the BunkBell dashboard (the "Service"). They do not apply to hostel guests interacting through the chat widget or WhatsApp, whose use is governed by the hostel's own guest terms.

Questions? Contact us at hello@bunkbell.com.

2. The Service

BunkBell provides an AI-powered guest communication platform for hostels, including a chat widget, WhatsApp integration, knowledge base management, and related tools (collectively, the "Service"). We reserve the right to modify, suspend, or discontinue any part of the Service with reasonable notice.

The Service is provided "as is". AI-generated responses may occasionally be incorrect or incomplete. You are responsible for reviewing your knowledge base content and configuring the Service appropriately for your property.

3. Subscription plans and billing

BunkBell offers the following plans:

• Free trial: 100 conversations lifetime. No credit card required. Web chat only.
• Starter (paid): unlimited reactive conversations (500 per month soft limit). Web chat and WhatsApp.
• Pro (paid): 1,500 conversations per month. Full feature access including proactive messaging, PMS integration, and guest registration.

Paid plans are billed monthly or annually in advance. All prices are in euros (EUR) and exclude any applicable taxes. Annual plans are non-refundable. We may adjust pricing with 30 days notice to existing subscribers.

Payments are processed by Stripe. Your payment details are held by Stripe and are not stored on BunkBell servers.

4. What counts as a conversation

A "conversation" is one unbroken guest session, defined as a sequence of messages in a single thread with no gap of more than 4 hours. After 4 hours of inactivity, the next message from the same guest starts a new conversation and counts against the limit.

For WhatsApp, a conversation is one 24-hour messaging window per guest phone number, consistent with Meta's WhatsApp Business API conversation definition.

Staff replies and system-generated messages (pre-arrival sequences, checkout reminders) do not count as new conversations.

5. Fair use

The Starter plan is intended for single-property hostels operating within normal guest inquiry volumes. If your usage significantly exceeds typical patterns (for example, sustained conversation volumes above 500 per month on Starter), we may contact you to discuss a plan upgrade.

We reserve the right to suspend accounts that misuse the Service, including but not limited to: using the platform for bulk messaging unrelated to guest services, automated spam, or activity that violates WhatsApp Business Policy.

6. Cancellation

You may cancel your subscription at any time from Settings. Cancellation takes effect at the end of your current billing period. You retain full access to all paid features until that date.

On cancellation, your account reverts to the free trial state. Your knowledge base, conversation history, and configuration are retained and accessible. No data is deleted on cancellation.

Monthly subscriptions can be cancelled at any time with no penalty. Annual subscriptions can be cancelled at any time but are not refunded for the remaining months in the period.

If a payment fails, we will retry over a short grace period and notify you by email. If payment cannot be collected, your account will revert to free trial status.

7. Acceptable use

You agree not to use the Service to:

• Send unsolicited bulk messages or spam to guests.
• Violate WhatsApp's Business Policy, including the prohibition on open-ended AI chatbot experiences not related to your business operations.
• Collect guest data for purposes other than operating your hostel.
• Attempt to reverse-engineer, scrape, or otherwise extract data from the Service in an automated way.
• Use the Service for any unlawful purpose.

BunkBell is intended solely for use by hostel operators communicating with their own guests. Use outside this context (for example, as a general-purpose chatbot or for properties you do not operate) is not permitted.

8. Your content and data

You retain ownership of all content you upload to the Service (knowledge base documents, settings, and configuration). You grant BunkBell a licence to process this content solely for the purpose of providing the Service to you.

You are responsible for ensuring that the knowledge base content and guest communication templates you configure comply with applicable laws, including GDPR. As the data controller for your guests' personal data, you are responsible for having a lawful basis for processing it.

We process personal data as your data processor. Our data processing practices are described in the Privacy Policy.

9. Liability

To the maximum extent permitted by applicable law, BunkBell's liability for any claim arising from your use of the Service is limited to the amounts paid by you in the 3 months preceding the claim.

We are not liable for: indirect, consequential, or incidental damages; loss of revenue or profits; AI response errors or omissions; or service interruptions outside our reasonable control.

10. Governing law and disputes

These Terms are governed by the laws of Sweden. Any disputes shall be resolved in the courts of Sweden, with Stockholm as the place of jurisdiction.

If you are a consumer in the EU, you may also be entitled to use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

11. Changes to these Terms

We may update these Terms as the Service evolves. Material changes will be communicated to account holders by email at least 14 days before they take effect. Continued use of the Service after that date constitutes acceptance of the updated Terms.

12. Contact

Digital Oas AB
Sweden, EU
hello@bunkbell.com