Terms of Service

Last updated 8 October 2026.

Tokay (“we”, “us”) provides the AI front desk for short-term rentals: software that answers guest messages and helps with pricing, bookkeeping, cleaning briefs, reviews and daily summaries (the “Service”). These terms apply when you use the Service or the tokayhq.com website. If you and we sign a separate agreement, that agreement wins where the two differ.

1. Who can use Tokay

The Service is for businesses: hosts, property managers and their teams. By signing up you confirm you are acting for a business, are at least 18, and can accept these terms for that business.

The Service is not currently offered to businesses established in the European Union, the European Economic Area, Switzerland or the United Kingdom. By signing up you confirm your business is not established there. If it is, you may not use the Service until we offer it in your country, and we may close the account. You also confirm that neither you nor your business is located in a country under comprehensive US sanctions or named on a US or other applicable sanctions list, and you will not use the Service in breach of sanctions or export laws. You are responsible for everyone you give access to and for keeping your login details safe.

2. Connecting your listings and channels

To work, Tokay connects to the booking channels, channel manager or property management system you choose. You authorise us to read your reservations and guest messages there and to send messages and make the changes you enable, on your behalf. You confirm you have the right to give us this access.

Those platforms (for example Airbnb, Booking.com, Vrbo and the channel manager behind your account) are run by other companies under their own terms. You keep your accounts with them in good standing, you pay them directly, and you follow their rules. We are not responsible for their outages, their decisions about your listings, changes they make to what their systems allow, or for anything lost because a connection you control was disconnected or expired.

3. AI replies, your oversight and your settings

Tokay uses artificial intelligence. It drafts replies and, only where you allow it, sends them without waiting for you. It is built to answer from the information you give it and to bring you in when it is not sure, but like any AI its output is probabilistic: it can be inaccurate, incomplete or out of date. We make no promise that any particular reply, suggestion or summary is correct.

You keep human oversight. You decide which topics may be sent automatically, you can change that at any time, and you are responsible for those settings. Before you enable automatic sending for a property, you check that the information Tokay works from (access instructions, house rules, prices, policies) is correct and complete; we are not liable for losses that come from information you did not review or from output you relied on without checking it. Suggestions such as prices are recommendations; you choose whether to use them. Tokay does not give legal, medical, safety or financial advice to guests or to you.

Some places require telling people when they are talking to an AI. Where that applies to your guests, you are responsible for giving that notice and for any consents the law requires; Tokay provides the tools to do so. We use your data to improve Tokay, as section 5 explains, but we do not use it to train general-purpose AI models, our AI providers do not either, and we never give it to anyone else for that. If you believe a reply was wrong or harmful, tell us at hello@tokayhq.com and we will look into it.

4. Tokay is not the host

The Service helps you run your properties; it does not run them. We are not a party to any booking between you and a guest, we do not visit your properties, and we are not responsible for their condition or legality, for guest conduct, injuries, damage or theft, for cancellations, refunds or disputes with guests or platforms, or for your insurance, licences and taxes. We do not guarantee any number of bookings, any revenue or any review score.

5. Your data and your guests’ data

Your data stays yours: your property information and the reservations and messages of your guests. For your guests’ personal data you are the controller and we are your processor: you decide what is shared with Tokay and you are responsible for collecting it lawfully, for guest notices and consents, and for answering guests’ requests about their data, which we will help you fulfil. We do not sell your data, and we protect it with reasonable technical and organisational measures. A data processing agreement that sets this out in full, including the providers we rely on, is available on request.

You give us permission to use your data, including guest conversations, to provide the Service and to improve it: to make replies more accurate, to measure and fix mistakes, to build and tune the models, rules and templates Tokay runs on, and to develop new features. Where we use data in a form that could identify a person or a property, we use it only inside Tokay and only for these purposes. We may also create anonymised or aggregated information, such as how often guests ask a type of question, which no longer identifies you, a guest or a property; we may use and share that freely, including after you leave. This permission is what lets Tokay get better for everyone who uses it.

Where US state privacy laws such as the California Consumer Privacy Act apply, we act as your service provider and processor: we do not sell or share your guests’ personal information, we do not use or keep it for any purpose other than providing and improving the Service as described here, we do not combine it with data from other sources except as those laws allow, and we will tell you if we can no longer meet these obligations. If we become aware of a security incident that affects your data, we will notify you without undue delay and give you the information you need to meet your own obligations.

You may ask for an export of your data at any time and when you leave. We delete your data within 90 days of your account closing unless the law requires us to keep part of it. Do not put payment card numbers or other people’s login details into the Service. How the website handles visitor data is in our privacy notice.

6. Plans and payment

Prices are those shown when you sign up or agreed with us in writing, per listing per month unless stated otherwise. Fees are billed in advance, monthly or yearly depending on the plan you choose, and do not include VAT, sales tax or similar, which we add where they apply. You are responsible for your own taxes. Pilots and free periods last only as long as agreed in writing. Where we have said a price is kept for as long as you stay subscribed, it is kept for that subscription while it remains active and unchanged in plan. Otherwise we give at least 30 days’ notice by email before changing what you pay.

If a payment fails, we will tell you and give you at least 7 days to fix it before we pause the Service, and at least 14 more days before we close the account. Overdue amounts may carry interest of 1% per month or the most the law allows, whichever is lower. Fees already paid are not refunded unless these terms or the law say otherwise.

7. Fair use

Do not use Tokay to send spam, to harass, discriminate against or deceive guests, to impersonate anyone, to break the law or a platform’s rules, or to try to break into, copy, reverse-engineer or overload the Service or to build a competing product from it. We may suspend an account that does, straight away where there is harm to others, and we will tell you why.

8. Availability, pilots and new features

We work to keep Tokay running around the clock but cannot promise it will never be interrupted, for example during maintenance or when a booking platform or AI provider we rely on has a problem. We may change or retire features; we will give reasonable notice when a change matters to how you work. Features marked as pilot, beta or early access are provided as they are, may change or end without notice, and may come with their own written terms.

9. Ownership

The Tokay software, design and brand belong to us. You get a non-exclusive right to use the Service while your plan is active; nothing is sold to you. If you send us ideas or feedback, we may use them without owing you anything. You may say you use Tokay; you may not use our name or logo in a way that suggests we endorse you.

10. Ending

You can cancel at any time; your plan runs to the end of the period you have paid for, with no minimum term and no early termination fee. We can end the Service for you with 30 days’ notice, or straight away if you seriously break these terms. Sections 3, 4, 5, 9, 11, 12 and 13 continue to apply after the Service ends.

11. Warranties and liability

The Service is provided as it is and as available, without warranties of any kind beyond what these terms say, including any implied warranty of merchantability, fitness for a particular purpose, accuracy or uninterrupted operation. Nothing said by us outside these terms, including in sales conversations or documentation, is a warranty.

To the fullest extent the law allows, we are not liable for any indirect, special, incidental, punitive or consequential loss, or for lost bookings, revenue, profits, data, goodwill or reputation, however it arises and even if we were told it was possible. We are also not liable for anything caused by the content of an AI reply or suggestion, by information you gave us or did not review, by settings you enabled, by a guest, by a booking platform, channel manager or other third-party service, or by events outside our reasonable control.

For everything else, our total liability to you for all claims together, whatever their basis, is limited to the fees you actually paid us for the Service in the 3 months before the event that gave rise to the first claim, or USD 100 if you were not paying for the Service at that time. This is your only remedy. You must tell us about a claim within 30 days of learning the facts behind it, and bring it within one year of the event, or it is waived. Nothing here limits liability for fraud, wilful misconduct, or anything else that cannot be limited by law; where a limit cannot apply in full, it applies as far as it can.

12. Your responsibility to us

You will defend us and cover our losses, costs and reasonable legal fees for claims by others that arise from your properties, your listings and their content, your guests and your dealings with them, information you gave Tokay, messages sent on your instructions or under settings you enabled, your breach of these terms, or your breach of the law or of a platform’s rules, or your failure to give guests any notice or obtain any consent the law requires. This includes claims by guests, by platforms and by authorities. We will tell you promptly about any such claim; you handle its defence with lawyers we do not object to, you may not settle it in a way that admits fault or imposes obligations on us without our written consent, and we may take part at our own cost.

13. General

These terms, with any written agreement between us and the policies they refer to, are the whole agreement between us and replace earlier versions. If a part of them turns out to be unenforceable, the rest still applies. Neither of us is responsible for delays caused by events outside our reasonable control. You may not transfer your agreement with us without our written consent; we may transfer ours to a company that takes over the Service, and we will tell you if we do. If we choose not to enforce a term once, we can still enforce it later. If we change these terms in a way that matters, we will email you at least 30 days before the change applies, sooner only where the law requires it.

Contact

Questions about these terms: hello@tokayhq.com.