Terms of Service

1. Introduction and Acceptance

These Terms of Service ("Terms") constitute a legally binding agreement between you ("User," "you," or "your") and DTZ LABS SRL, CUI 46677120, a company registered in Romania ("BnBFlow," "we," "us," or "our"), governing your access to and use of the BnBFlow platform, including the website at https://bnbflow.io, the application at https://app.bnbflow.io, the API, and all related services.

By creating an account, accessing, or using any part of the BnBFlow platform, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you are entering into these Terms on behalf of a company or other legal entity, you represent that you have the authority to bind such entity to these Terms.

If you do not agree with any provision of these Terms, you must not access or use our services.

2. Definitions

• "Service" refers to the BnBFlow cloud-based property management platform, including all features, tools, integrations, APIs, and associated documentation provided by DTZ LABS SRL.
• "User" refers to any individual who creates an account or is granted access to the Service, including account owners, team members, and property owners with portal access.
• "Property" refers to any short-term rental accommodation unit managed through the Service, including apartments, villas, guest houses, hotel rooms, and any other accommodation type.
• "Guest" refers to any individual who books or stays at a Property managed through the Service.
• "Organization" refers to the legal entity or business registered within the Service under which Properties, Users, and bookings are managed. Each Organization operates as an independent tenant within the multi-tenant platform.
• "Subscription" refers to the paid plan selected by the User, determining the features, limits, and pricing applicable to their Organization.
• "Add-on" refers to optional paid modules that extend the functionality of the Service beyond the base Subscription, such as Smart Lock integration, WhatsApp notifications, or fiscal invoicing.
• "Content" refers to all data, text, images, documents, and other materials uploaded, created, or stored by the User within the Service.

3. Service Description

BnBFlow is a cloud-based property management system (PMS) designed for short-term rental operators, including direct property owners and property management agencies. The Service provides tools for:

• Property portfolio management with cleaning status tracking
• Digital guest check-in with ID capture, digital signatures, and PDF generation
• Booking management across direct reservations and online travel agencies (OTAs)
• Channel management with real-time synchronization to Airbnb and Booking.com
• Smart lock integration for automated access code generation (TTLock, Nuki, Tuya)
• Automated guest communication via WhatsApp (Meta Cloud API)
• Fiscal invoicing with country-specific compliance (e.g., e-Factura/ANAF for Romania)
• Task management for cleaning and maintenance operations
• Owner relationship management (CRM) and owner portal for agencies
• Reports, analytics, and revenue dashboards

The availability of specific features depends on your Subscription plan and activated Add-ons. Feature descriptions on our website and documentation represent the current state of the Service. We continuously develop and improve the platform, and features may be added, modified, or deprecated over time.

4. Account Terms

4.1 Registration

To use the Service, you must register for an account by providing accurate, complete, and current information. You agree to update your account information promptly if it changes. Providing false or misleading information constitutes a violation of these Terms.

4.2 Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must immediately notify us at [email protected] if you become aware of any unauthorized use of your account or any other breach of security.

4.3 Organization Structure

Each User account is associated with one Organization. An Organization represents your business entity within BnBFlow. All Properties, bookings, team members, and data belong to the Organization. The account owner who creates the Organization has full administrative privileges and is responsible for managing team member access and permissions.

4.4 Eligibility

You must be at least 18 years of age and have the legal capacity to enter into binding contracts to use the Service. By using the Service, you represent and warrant that you meet these requirements.

5. Subscription and Payment

5.1 Plans and Pricing

BnBFlow offers tiered Subscription plans with pricing based on the number of Properties managed and the plan type selected. Current pricing is published on our Pricing page. We reserve the right to modify pricing with 30 days' written notice.

5.2 Billing Cycles

Subscriptions are available on monthly or yearly billing cycles. Monthly subscriptions are billed at the beginning of each billing period. Yearly subscriptions are billed annually in advance and include a discount compared to monthly billing.

5.3 Payment Processing

All payments are processed securely through Stripe. We accept major credit and debit cards (Visa, Mastercard, American Express). Bank transfers are available for yearly plans upon request. Prices are denominated in EUR. For Romanian customers, invoices may be issued in RON at the applicable exchange rate.

5.4 Cancellation

You may cancel your Subscription at any time through your account settings or by contacting our support team. Upon cancellation:

• Monthly plans: Your Subscription remains active until the end of the current billing period. No further charges will be applied.
• Yearly plans: Your Subscription remains active until the end of the annual billing period. No refunds are issued for unused months within a yearly plan.

5.5 Refunds

All payments are final and non-refundable. We do not offer refunds, whether full or partial, for any subscription or add-on service. Upon cancellation, you retain access to the Service until the end of the current billing period. For full details, see our Refund Policy.

6. Acceptable Use

You agree to use the Service only for lawful purposes and in accordance with these Terms. You shall not:

• Use the Service for any purpose that violates applicable local, national, or international laws or regulations.
• Upload, transmit, or store any content that is unlawful, defamatory, obscene, fraudulent, or infringes on any third party's intellectual property rights.
• Attempt to gain unauthorized access to the Service, other accounts, computer systems, or networks connected to the Service.
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Service.
• Use the Service to send unsolicited communications (spam) to guests or other parties.
• Interfere with or disrupt the integrity or performance of the Service or the data contained therein.
• Resell, sublicense, or redistribute the Service to third parties without our prior written consent.
• Use automated scripts, bots, or scrapers to access the Service except through our documented API.
• Store or transmit any malicious code, viruses, or harmful components through the Service.

Violation of these acceptable use provisions may result in immediate suspension or termination of your account without prior notice.

7. Data and Privacy

7.1 Privacy Policy

Your use of the Service is also governed by our Privacy Policy, which describes how we collect, use, and protect your personal data. The Privacy Policy is incorporated into these Terms by reference.

7.2 Data Ownership

You retain full ownership of all Content you upload, create, or store within the Service. This includes property data, guest records, booking information, invoices, documents, and all other data entered by you or your team members. BnBFlow does not claim ownership over your Content.

7.3 Data License

By using the Service, you grant DTZ LABS SRL a limited, non-exclusive, worldwide license to use, process, and store your Content solely for the purpose of providing, maintaining, and improving the Service. This license terminates when you delete your Content or close your account.

7.4 Data Portability

You have the right to export your data from the Service at any time. We provide data export functionality within the platform. Upon account termination, you will have a 30-day period to export your data before it is permanently deleted (see Section 12).

7.5 Data Processing Agreement

Where you use the Service to process personal data of your guests or other individuals, you act as the data controller and DTZ LABS SRL acts as the data processor within the meaning of GDPR. A Data Processing Agreement (DPA) is available upon request and forms part of these Terms for all Users processing personal data through the Service.

8. Intellectual Property

8.1 Our Intellectual Property

The Service, including its design, source code, algorithms, user interface, documentation, logos, trademarks, and all related intellectual property, is and remains the exclusive property of DTZ LABS SRL. These Terms do not grant you any right, title, or interest in or to the Service except for the limited right to use the Service in accordance with these Terms.

8.2 Your Content

You retain all intellectual property rights in and to the Content you upload, create, or store within the Service. We do not claim any intellectual property rights over your Content.

8.3 Feedback

If you provide us with feedback, suggestions, or ideas about the Service ("Feedback"), you grant us a perpetual, irrevocable, non-exclusive, royalty-free, worldwide license to use, modify, and incorporate such Feedback into the Service without any obligation or compensation to you.

9. Third-Party Integrations

The Service integrates with third-party platforms and services, including but not limited to:

• Airbnb and Booking.com for booking and availability synchronization
• Channex for channel management connectivity
• TTLock, Nuki, and Tuya for smart lock management
• WhatsApp (Meta Cloud API) for guest communication
• Stripe for payment processing
• UpBill / ANAF for fiscal invoicing in Romania

Your use of third-party integrations is subject to the respective third party's terms of service and privacy policies. BnBFlow is not responsible for the availability, accuracy, or performance of third-party services. We do not guarantee uninterrupted connectivity with third-party platforms and shall not be liable for any losses arising from third-party service outages, API changes, or policy modifications.

You are responsible for maintaining valid accounts and credentials with any third-party services you connect through BnBFlow.

10. Limitation of Liability

To the maximum extent permitted by applicable law:

• The Service is provided on an "as is" and "as available" basis. We make no warranties, express or implied, regarding the Service, including but not limited to warranties of merchantability, fitness for a particular purpose, non-infringement, or uninterrupted availability.
• DTZ LABS SRL shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, revenue, data, business opportunities, or goodwill, arising out of or in connection with your use of the Service.
• Our total aggregate liability for any claims arising out of or relating to these Terms or the Service shall not exceed the total amount paid by you to DTZ LABS SRL during the twelve (12) months immediately preceding the event giving rise to the claim.
• We are not liable for any losses resulting from: (a) your failure to maintain accurate account information; (b) unauthorized access to your account due to your failure to safeguard credentials; (c) third-party service outages or failures; (d) incorrect data entry or configuration by you or your team; or (e) force majeure events.

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for fraud, gross negligence, or death or personal injury caused by negligence.

11. Indemnification

You agree to indemnify, defend, and hold harmless DTZ LABS SRL, its directors, officers, employees, and agents from and against any and all claims, damages, obligations, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from:

• Your use of the Service or violation of these Terms.
• Your violation of any applicable law, regulation, or third-party rights.
• Any Content you upload, store, or transmit through the Service.
• Your interactions with guests, property owners, or other third parties in connection with your use of the Service.
• Your failure to comply with applicable tax, fiscal, or regulatory obligations in your jurisdiction.

12. Termination

12.1 Termination by You

You may terminate your account and these Terms at any time by cancelling your Subscription through your account settings or by contacting [email protected].

12.2 Termination by Us

We may suspend or terminate your account and access to the Service immediately, without prior notice or liability, if: (a) you breach any provision of these Terms; (b) you fail to pay applicable fees when due; (c) we are required to do so by law; or (d) we reasonably believe your account is being used for fraudulent or illegal purposes.

12.3 Effect of Termination

Upon termination of your account:

• Data export period: You will have 30 calendar days from the date of termination to export your Content from the Service. We will provide reasonable assistance in facilitating data export upon request.
• Data deletion: After the 30-day export period, your Content will be permanently deleted from our active systems. Backups may be retained for up to 90 additional days before being purged.
• Legal retention: Notwithstanding the above, we may retain data as required by applicable law, including fiscal records for the periods specified in our Privacy Policy.
• Outstanding payments: Termination does not relieve you of any obligation to pay outstanding fees incurred prior to termination.

13. Governing Law

These Terms shall be governed by and construed in accordance with the laws of Romania, without regard to its conflict of law provisions. Where applicable, EU regulations, including the General Data Protection Regulation (EU 2016/679), the Consumer Rights Directive (2011/83/EU), and other binding EU instruments, shall apply.

Any disputes arising out of or in connection with these Terms that cannot be resolved amicably shall be submitted to the exclusive jurisdiction of the competent courts of Romania.

14. Dispute Resolution

Before initiating any formal legal proceedings, both parties agree to attempt to resolve any dispute arising from or relating to these Terms through good faith negotiation. The aggrieved party shall send a written notice describing the dispute to the other party, and both parties shall use reasonable efforts to resolve the matter within 30 days.

If the dispute cannot be resolved through negotiation within 30 days, either party may pursue resolution through the competent courts as described in Section 13.

For consumers residing in the European Union, you may also use the European Commission's Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr.

15. Changes to These Terms

We reserve the right to modify these Terms at any time. For material changes, we will provide at least 30 days' prior written notice via email to the address associated with your account and by posting a prominent notice on the Service.

Non-material changes (such as corrections of typographical errors or clarifications that do not affect your rights or obligations) may be made without prior notice.

Your continued use of the Service after the effective date of any changes constitutes acceptance of the modified Terms. If you do not agree with the modified Terms, you must discontinue use of the Service and terminate your account before the changes take effect.

16. Contact Information

For questions or concerns about these Terms of Service, please contact us:

17. General Provisions

17.1 Entire Agreement

These Terms, together with the Privacy Policy and any Data Processing Agreement, constitute the entire agreement between you and DTZ LABS SRL regarding the Service and supersede all prior agreements, understandings, and communications, whether written or oral.

17.2 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable while preserving its original intent.

17.3 Waiver

The failure of either party to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. Any waiver must be in writing and signed by the waiving party.

17.4 Assignment

You may not assign or transfer these Terms or your rights under these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, reorganization, or sale of all or substantially all of our assets, provided that the assignee agrees to be bound by these Terms.