Terms and Conditions

Intuitive Stay Ltd

Company Number: 17094098

124 City Road, London, EC1V 2NX

Last Updated: May 2026

Introduction and Acceptance

These Terms and Conditions ("Terms") govern your access to and use of the IntuitiveStay platform, website, and associated services operated by Intuitive Stay Ltd ("IntuitiveStay", "we", "us", "our"), a company registered in England and Wales with Company Number 17094098.

By registering an account, starting a free trial, activating a free plan, or subscribing to any IntuitiveStay plan, you ("Member", "you", "your") confirm that you have read, understood, and agree to be bound by these Terms in full. If you do not agree to these Terms, you must not use our platform or services.

These Terms apply alongside our Privacy Policy and Refund and Cancellation Policy, both of which are incorporated by reference and form part of this agreement.

About Our Services

IntuitiveStay is a guest intelligence platform built for independent hospitality businesses and short-term rental hosts. Our platform provides the following features and tools (collectively, "the Services"):

The Guest Connection Score® (GCS) is a real-time metric that measures guest sentiment. For hotel, restaurant, and standard hospitality properties, it is calculated across four pillars: Empathy, Resilience, Recognition, and Anticipation. For HomeHost and HomeHost Plus properties, it is calculated across four alternative pillars: Accuracy, Welcome, Responsiveness, and Experience (AWRE). Scores are based on feedback submitted by guests via your property's unique QR code.

The Intuition Engine provides AI-generated daily morning briefings, online review monitoring from platforms including TripAdvisor and Google, the Red Alert notification system for low guest scores, and a real-time GCS dashboard.

The Vent Box is a private, anonymous guest feedback channel that allows guests to submit concerns directly to property management before lodging a public review.

The Service Signature is a staff recognition framework that captures guest mentions and compliments as a portable, verified professional record for individual team members.

The Solidarity Shield is our community-linked pricing commitment, described in detail in Section 7.

The HomeHost Dashboard is a dedicated dashboard for short-term rental hosts, including the Superhost Tracker (which monitors whether your private guest scores are on track against the 4.8 Superhost threshold), the Listing Health Score, the Review Intercept Counter, AWRE pillar scores, and Red Alert notifications.

The Starter Plan provides free access to core feedback tools including QR guest feedback, the Vent Box, the Name Drop staff nomination prompt, Guest Voice Cloud, and a basic GCS score, subject to the limitations described in Section 4.

We reserve the right to update, modify, add to, or remove features of the Services at any time, provided that any material reduction in features provided under an active paid subscription will be communicated to you with reasonable notice and will not take effect until your next billing cycle.

Eligibility and Account Registration

Our paid Services are intended primarily for use by hospitality operators, short-term rental hosts, and related businesses acting in the course of trade or business. By subscribing to a paid plan, you confirm that:

You are at least 18 years of age.
You have the authority to bind the business or sole trade on whose behalf you are registering.
The property or properties you register on the platform are genuine, trading properties operating lawfully.
Where you are subscribing to a Host, Partner, or Founder plan as a business customer, you confirm you are purchasing in the course of business and not as a consumer. Accordingly, the consumer protection provisions of the Consumer Rights Act 2015 do not apply to those plans.

Where you are an individual subscribing to HomeHost or HomeHost Plus primarily in a personal capacity rather than in the course of business, consumer protection provisions may apply to your use of those plans.

The Starter plan is available to all eligible users aged 18 and over regardless of business status.

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must notify us immediately at [email protected] if you believe your account has been accessed without authorisation.

We reserve the right to verify the legitimacy of any property registered on the platform. Properties that cannot be verified may be removed and access suspended.

Subscription Plans and Pricing

We currently offer the following plans:

Starter: Free. Includes core feedback tools for one property, limited to the last 30 days of data. No payment details required.

Host: £34.99 per month. Includes full GCS dashboard, pillar scores, trend data, Red Alert emails, and up to 12 months of data for one property.

Partner: £79.99 per month. Includes everything in Host plus unlimited data history, AI Daily Summary, online reputation tracking, advanced insights, GCS by service period, and city leaderboard for one property.

Founder: £189.99 per month. Includes all features, up to five properties, unlimited data history, multi-property portfolio overview, and priority support.

HomeHost: £27.99 per month. Includes private guest feedback via QR code, Superhost Tracker, AWRE pillar scores, Red Alert notifications, Review Intercept Counter, Listing Health Score, and unlimited data history for one property.

HomeHost Plus: £59.99 per month. Includes all HomeHost features across up to three properties, with a reduced rate for additional properties.

Full details of features included in each plan are set out on our Plans and Pricing page, which forms part of this agreement.

All prices are displayed in pounds sterling (GBP). IntuitiveStay Ltd is not currently registered for VAT. The price displayed is the full price you pay.

Additional properties may be added to Host, Partner, and Founder plans for £25 per month per additional property. Additional properties on HomeHost Plus are £15 per month each. Cancellation of your base plan automatically cancels all associated property add-ons.

All paid subscriptions are billed on a rolling monthly basis with no minimum contract term. Payment is processed through Stripe, a PCI-DSS Level 1 compliant payment processor. We do not store your full card details on our servers.

Prices are subject to change. We will notify active subscribers of any price increases by email with a minimum of 30 days' notice before the change takes effect. Continued use of the platform after that date constitutes acceptance of the revised pricing.

Free Trials

Host Plan: Includes a 30-day free trial. No payment details are required to begin. At the end of the trial period, your subscription will automatically convert to a paid monthly plan unless you cancel before the trial ends.

Partner Plan: Includes a 14-day free trial. No payment details are required to begin. At the end of the trial period, your subscription will automatically convert to a paid monthly plan unless you cancel before the trial ends.

Founder Plan: Does not include a free trial. Billing begins immediately upon sign-up.

HomeHost Plan: Includes a 30-day free trial. No payment details are required to begin. At the end of the trial period, your subscription will automatically convert to a paid monthly plan unless you cancel before the trial ends.

HomeHost Plus Plan: Includes a 30-day free trial. No payment details are required to begin. At the end of the trial period, your subscription will automatically convert to a paid monthly plan unless you cancel before the trial ends.

Starter Plan: The Starter plan is permanently free and does not require payment details or a trial period.

We reserve the right to modify or discontinue free trial offers for new sign-ups at any time. This will not affect any trial already in progress.

Cancellations and Refunds

You may cancel your subscription at any time by logging into your account settings or by contacting us at [email protected].

Upon cancellation, your subscription remains active and fully accessible until the end of your current paid billing period. You will not be charged for any subsequent billing period.

We do not offer refunds for partially used billing periods. If you cancel mid-month, you retain full access to the platform until the end of that billing period but will not receive a refund for the remaining days.

In the event of a significant technical failure or prolonged outage caused by us that materially prevents your use of the platform, we may, at our discretion, offer compensation in the form of an extended subscription period. To be considered, you must notify us promptly, allow us reasonable time to investigate, and submit your request within 30 days of the disruption.

Full details of our cancellation and refund terms are set out in our Refund and Cancellation Policy.

The Solidarity Shield

The Solidarity Shield is our structural pricing commitment to all Members. As the total number of active paying properties in the IntuitiveStay community reaches predefined milestones, we will reduce the monthly subscription price for all Members on all plans. Price reductions are applied automatically at the start of your next billing cycle. You do not need to request them.

Price reductions under the Solidarity Shield are permanent for as long as your subscription remains active and are not promotional offers subject to expiry. However, the Solidarity Shield operates on the basis of community growth and reduced operational costs. We cannot guarantee the precise timing or magnitude of future price reductions, as these depend on variables including the total number of active subscribers and our infrastructure costs at any given milestone.

The Solidarity Shield does not prevent us from increasing prices in response to exceptional and unforeseen circumstances, provided we give you a minimum of 30 days' written notice as described in Section 4.

Guest Feedback, QR Codes, and Data

When you join IntuitiveStay, you will receive a unique QR code linked to your property. When scanned by guests, this QR code directs them to your feedback form where they may submit scores and optional feedback. This feedback is used to calculate your Guest Connection Score®.

You are responsible for the appropriate deployment of your QR code at your property. You must not misrepresent the purpose of the QR code to guests, submit fraudulent or artificially inflated feedback on your own behalf, or use the platform in any way that is dishonest or misleading.

Guest feedback collected through the platform is anonymous by default. Where guests optionally provide their email address through the Vent Box channel, you agree to use that contact information only for the purpose of resolving the specific concern they raised and not for any other marketing or commercial purpose.

Staff names mentioned in guest feedback are processed for internal recognition and training purposes only. As the Member, you are the Data Controller for any personally identifiable information relating to your staff that may appear in guest-submitted text. You are responsible for ensuring your staff are informed that their names may be mentioned and processed through the platform in accordance with UK employment and data protection law.

IntuitiveStay is not responsible for the accuracy, completeness, legality, or appropriateness of any content submitted by guests through the feedback form, including vent text, staff nominations, or any other guest-entered information. Such content reflects the views of the guest who submitted it and does not represent the views of IntuitiveStay Ltd.

You are solely responsible for reviewing guest-submitted content and for any decisions or actions you take in response to it. You must not use guest-submitted content in any way that violates applicable law, including data protection, employment, or defamation law.

We reserve the right to remove or suppress any guest-submitted content that we reasonably consider to be unlawful, abusive, or in breach of these Terms, but we are under no obligation to monitor or review all content submitted through the platform.

Direct Booking Win-Back. Where a property has enabled the Direct Booking feature, guests may optionally consent during the feedback process to receive a single follow-up email with a link to book directly with the property in
future. Consent is freely given, clearly worded, and separate from the feedback submission. Guests may withdraw consent at any time via the unsubscribe link included in the email.

Staff Members and Service Signature

Staff members may be invited to the platform by a Property Owner or may independently create a Service Signature account.

Where a staff member creates a Service Signature account, they agree to these Terms in their own right as an individual user. Their account includes a profile page that may be made publicly accessible and will display aggregated performance statistics based on guest feedback attributed to them.

Staff members will receive automated email communications from the platform, including a Daily Digest and a Monthly Wrapped performance summary, where they have activated their account and are linked to an active property.

Staff members may subscribe to browser push notifications through their account. They may opt out of push notifications at any time through their device or browser settings.

Property Owners are responsible for ensuring that staff they invite to the platform are made aware of these Terms and of the data processing described in our Privacy Policy. Property Owners must not invite individuals to the platform without their knowledge or consent.

IntuitiveStay is not responsible for any disputes between Property Owners and their staff members arising from data or performance information displayed on the platform.

Demo Access

IntuitiveStay provides demo accounts that allow prospective Members to explore the platform before signing up. Demo accounts are populated with artificially generated, realistic-looking data. This data does not represent real guests, real properties, or real performance metrics.

Demo access is provided for evaluation purposes only. You must not rely on demo data for any business, operational, or legal purpose. Demo accounts are not associated with any real property and do not generate a real Guest Connection Score.

We reserve the right to modify, reset, or withdraw demo access at any time.

AI-Generated Content

For eligible plan tiers, IntuitiveStay uses Anthropic's Claude AI model to generate written daily summaries of guest feedback for your property dashboard ("AI Daily Summaries"). These summaries are produced using anonymised and aggregated guest data including scores, selected adjectives, and anonymised vent text.

AI Daily Summaries are provided for informational and operational insight purposes only. They are generated automatically and may not always be accurate, complete, or appropriate for your specific circumstances. You should not rely on AI-generated content as a substitute for your own professional judgement, and IntuitiveStay accepts no liability for decisions made on the basis of AI-generated outputs.

We do not guarantee the continuous availability of AI-generated features. If access to the underlying AI model is interrupted or restricted by our provider, AI Daily Summaries may be temporarily unavailable without notice.

You may contact us to request that AI Daily Summaries are disabled for your property.

Acceptable Use

You agree to use the IntuitiveStay platform only for lawful purposes and in accordance with these Terms.

You must not:

- Submit false, fabricated, or misleading feedback data
- Attempt to reverse-engineer, copy, or reproduce any part of the platform, its algorithms, or its source code
- Use automated tools, bots, or scripts to interact with the platform in a manner not intended by us
- Share your account credentials with unauthorised third parties
- Register properties that do not exist, are not trading, or are not under your control or authority
- Use the platform in a way that interferes with or disrupts our services or the servers and networks connected to them
- Attempt to gain unauthorised access to any part of our systems

We reserve the right to suspend or terminate your account without refund if you breach any of these conditions.

Intellectual Property

All intellectual property rights in the IntuitiveStay platform, website, software, content, trademarks, trade names, logos, the Guest Connection Score methodology, the Solidarity Shield pricing model, the Intuition Engine, the Vent Box, the Service Signature, the Superhost Tracker, and all associated materials ("Our IP") are owned by or licensed to Intuitive Stay Ltd.

Nothing in these Terms grants you any right, title, or interest in Our IP. You may not reproduce, distribute, modify, adapt, publish, or create derivative works from any part of Our IP without our prior written consent.

Your subscription grants you a limited, non-exclusive, non-transferable, revocable licence to access and use the platform for the purposes described in these Terms for the duration of your active subscription only.

Disclaimers and Limitation of Liability

The Guest Connection Score® and all associated metrics, summaries, and alerts generated by the platform are provided for internal insight and informational purposes only. They do not constitute professional business, legal, HR, or employment advice. You are solely responsible for any decisions you make based on data provided by the platform.

The Superhost Tracker is based entirely on private guest feedback submitted through IntuitiveStay. It is not connected to, endorsed by, or reflective of your live Airbnb rating or official Superhost status. IntuitiveStay is not affiliated with Airbnb. We make no guarantee that your private IntuitiveStay scores will correlate with your public platform ratings.

The Intuition Engine monitors publicly available third-party review platforms including TripAdvisor and Google. We do not guarantee the completeness, accuracy, or timeliness of data sourced from third-party platforms. We are not responsible for any failures, changes, or restrictions imposed by those platforms that affect our monitoring capability.

To the fullest extent permitted by applicable law, IntuitiveStay Ltd shall not be liable for any indirect, incidental, consequential, or special loss or damage arising out of or in connection with your use of the platform, including but not limited to loss of revenue, loss of business, loss of data, or reputational harm, even if we have been advised of the possibility of such losses.

Our total aggregate liability to you arising under or in connection with these Terms shall not exceed the total subscription fees paid by you in the three months immediately preceding the event giving rise to the claim.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

The platform is provided on an "as is" and "as available" basis. To the fullest extent permitted by law, IntuitiveStay Ltd makes no warranties, express or implied, including but not limited to any implied warranty of satisfactory quality, fitness for a particular purpose, or non-infringement.

We do not warrant that the platform will be uninterrupted, error-free, or free from viruses or other harmful components. You are responsible for ensuring that your use of the platform meets your specific requirements before subscribing.

Force Majeure

IntuitiveStay Ltd shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay results from circumstances beyond our reasonable control. This includes, but is not limited to, failures of third-party infrastructure or services (including Railway, Supabase, Stripe, Anthropic, or Resend), internet or network outages, cyberattacks, acts of God, pandemics, government actions, or any other event that could not reasonably have been anticipated or prevented.

Where such an event occurs, we will notify you as soon as reasonably practicable and will use reasonable efforts to resume normal service. If the disruption continues for more than 30 days, either party may terminate the subscription on written notice, and we will pro-rate any refund for the unused portion of your current billing period.

Indemnification

You agree to indemnify, defend, and hold harmless Intuitive Stay Ltd, its directors, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

- Your breach of these Terms
- Your misuse of the platform or the Services
- Your use of guest contact data in a manner that violates UK GDPR or any other applicable law
- Any claim by a third party arising from content you submit to or distribute through the platform
- Your failure to comply with applicable employment, data protection, or consumer protection law in connection with your use of the platform

This indemnification obligation will survive the termination of your subscription.

Third-Party Services

Our platform integrates with or relies upon the following third-party services:

Stripe: payment processing and subscription management.
Supabase: database hosting and storage.
Railway: application server hosting.
Resend: transactional and notification email delivery.
Anthropic: AI-generated daily summaries (using anonymised guest data only).
Sentry: error monitoring and performance logging.
TripAdvisor, Expedia, Booking & Google: publicly available review data used by the Intuition Engine.

We are not responsible for the availability, content, or practices of any third-party services. Your use of those services is governed by their own terms and privacy policies.

Changes to These Terms

We reserve the right to update these Terms at any time. We will notify active subscribers of any material changes by email with reasonable notice before the changes take effect. The updated Terms will be published on our website with a revised "Last Updated" date. Continued use of the platform following notification of changes constitutes your acceptance of the revised Terms.

Termination

We may suspend or terminate your access to the platform immediately and without notice if you breach these Terms, if we reasonably suspect fraudulent or unlawful activity on your account, or if we cease to operate the platform entirely.

In the event that we cease to operate, we will provide active subscribers with a minimum of 30 days' written notice and will pro-rate any refunds accordingly.

You may terminate your subscription at any time as described in Section 6.

Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and Wales. Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms.

General

If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be deemed severable from the remaining provisions and shall not affect their validity or enforceability.

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

These Terms, together with our Privacy Policy and Refund and Cancellation Policy, constitute the entire agreement between you and IntuitiveStay Ltd in relation to your use of the platform and supersede all prior agreements and understandings.

For any questions regarding these Terms, please contact us at [email protected] or via the contact form on our website.