A clear understanding.
From the start.

By signing up for Innbase, clicking "I agree," or using the product in any way, you confirm that you have the authority to bind your hotel or business to these Terms. If you don't have that authority, please don't proceed — ask whoever owns the account to review and accept on the property's behalf.

If you're onboarding as part of an early pilot, the same Terms apply unless we've agreed to specific pilot terms with you in writing, in which case those additional terms apply alongside this document.

Innbase is operational software for hotels, restaurants, and bars. It helps you track bookings, payments, inventory, shifts, and guest activity, and reconcile those events against each other so discrepancies are easier to spot and explain.

Innbase is not a payment processor, a bank, or a licensed financial institution. Where Innbase displays or helps reconcile payment information, the actual movement of money happens through your existing bank, POS provider, or payment partners — Innbase does not hold your funds.

You need to be at least 18 years old and able to enter into a binding contract to create an Innbase account. You're responsible for keeping your login credentials secure and for all activity that happens under your account, including actions taken by staff you've given access to.

Tell us immediately if you suspect unauthorized access to your account — reach us athello@innbase.co.

Paid plans are billed on the cycle and amount agreed at signup or shown in your account. Fees are quoted in Nigerian Naira (₦), Ghanaian Cedi (₵), South African Rand (ZAR), Kenyan Shilling (KES), and Tanzanian Shilling (TZS) unless stated otherwise, and are exclusive of applicable taxes unless we say they're included.

If a payment fails or lapses, we may suspend access to paid features until it's resolved. We'll always try to notify you before doing so.

Trials & pilots

Where we offer a free trial or pilot period, we'll tell you the length of it and what happens at the end — either automatic conversion to a paid plan, or a prompt to choose one, depending on what we've agreed with you.

Please don't use Innbase to:

• Break any applicable law, including data protection, consumer protection, or financial regulation.
• Attempt to access another property's data without authorization.
• Interfere with the security, integrity, or performance of the service — including probing, scanning, or attempting to bypass access controls.
• Reverse-engineer, resell, or white-label the product without our written agreement.
• Upload data you don't have the right to upload, including guest data collected unlawfully.

We may suspend or terminate accounts that violate this section, ideally after a warning where the issue can reasonably be fixed.

You own the operational data you put into Innbase — your bookings, sales, inventory records, staff records, and guest information. We don't claim ownership of it, and we don't sell it. Our Privacy Policy and GDPR tabs on this page explain how we handle it in detail.

You're responsible for making sure you have the right to collect and store the guest and staff data you put into Innbase, including getting any consents required under applicable law.

Innbase — the software, design, branding, and underlying technology — belongs to us or our licensors. Using the service gives you a limited, non-exclusive, non-transferable right to use it for your own hotel or business operations. Nothing in these Terms transfers ownership of our intellectual property to you.

Innbase may connect with third-party services — payment providers, banks, POS systems, or communication tools like WhatsApp — to help pull data together. Your use of those third-party services is governed by their own terms, and we're not responsible for their availability, accuracy, or acts and omissions.

We aim to keep Innbase available and reliable, but we don't guarantee uninterrupted access — software has downtime, and we may also need to perform maintenance from time to time. We'll try to give notice for planned maintenance where practical.

Specific support response times or uptime commitments, if any, will be set out in a separate agreement for customers who require them (for example, an enterprise or SLA agreement) — see SLA details.

Both parties agree to keep non-public information shared during the relationship confidential, and to use it only for the purposes of providing and receiving the service — not for any other commercial purpose.

Innbase is provided "as is." We work hard to make sure reconciliation, matching, and reporting are accurate, but we don't warrant that the service will be error-free, uninterrupted, or that every match or AI-assisted suggestion will be correct. Operational decisions based on Innbase data remain your responsibility.

To the maximum extent permitted by law, Innbase will not be liable for indirect, incidental, or consequential damages arising from your use of the service, including lost revenue or lost data, except where caused by our gross negligence or willful misconduct. Our total liability for any claim will be capped at 500,000 NGN.

Nothing in these Terms limits liability where it cannot be limited under applicable law.

You may stop using Innbase and close your account at any time. We may suspend or terminate access for material breach of these Terms, non-payment, or if required by law, generally with notice unless the situation requires immediate action (for example, a security risk).

On termination, we'll give you a reasonable window to export your operational data before it's deleted — see the Privacy tab for details on retention after account closure.

These Terms are governed by the laws of the Federal Republic of Nigeria, without regard to conflict-of-law principles. We'll try to resolve any dispute informally first; if that doesn't work, disputes will be handled by any court of repute within Nigeria, unless applicable law says otherwise.

We may update these Terms as the product evolves. For material changes, we'll give notice — by email or in-product — before they take effect. Continuing to use Innbase after a change takes effect means you accept the updated Terms.

This policy applies to information collected through the Innbase website, product, and mobile apps. It covers two kinds of people:

• Property staff and owners — the people who create Innbase accounts and use the product day to day.
• Guests — the individuals whose booking, stay, and payment information a property records inside Innbase.

For guest data, the hotel or property is generally the data controller, and Innbase acts as a data processor on the property's behalf. The GDPR tab on this page explains that relationship in more detail.

From account holders & staff

• Name, email, phone number, and role at the property.
• Login and authentication data.
• Actions taken in the product (for example, who confirmed a booking or approved a stock adjustment) — kept so operational events can be traced back to a person.

From property operations (entered by staff, about guests)

• Booking details — name, contact information, stay dates, room, and source of the booking.
• Payment and billing records relevant to a stay or sale (not full card numbers — those are handled by your payment provider, not stored by Innbase).
• Inventory, sales, and shift records tied to a property's operations.

Automatically, from using the product

• Device and log data — browser type, IP address, and general usage patterns, used to keep the service secure and to understand how it's used.
• Cookies on our marketing website — see the Cookies section below.

• To provide the core product — reconciliation, inventory tracking, shift management, and reporting.
• To secure accounts and detect fraudulent or unauthorized use.
• To provide customer support when you contact us.
• To improve the product — understanding which features are used and where things break.
• To communicate service updates, security notices, and — where you've agreed to it — product news.
• To meet legal and regulatory obligations.

We do not sell personal information, and we do not use guest data collected on behalf of a property for our own marketing purposes.

We share information only where it's needed to run the service:

• Infrastructure & hosting providers that store and process data on our behalf, under contract.
• Payment and communication partners your property has connected to Innbase (for example, a POS provider or WhatsApp Business).
• Legal or regulatory authorities, where required by law or to protect rights, safety, or property.
• A successor entity, in the event of a merger, acquisition, or sale of assets — with the same privacy commitments carried forward.

A specific list of the sub-processors we currently use is available on request at hello@innbase.co.

We retain operational data for as long as your account is active, so your reconciliation history stays intact. After an account is closed, we retain data for a limited window to allow export and to meet legal or accounting obligations — 90 days post-closure, subject to legal minimums — after which it's deleted or anonymized.

Some records may need to be kept longer where required by law (for example, financial records for tax purposes).

We use encryption in transit, access controls, and role-based permissions to limit who can see what inside Innbase. No system is completely immune to risk, but we treat security as a product requirement, not an afterthought, and we'll notify affected customers if a breach affects their data — see the GDPR tab for details on breach notification.

Our marketing website may use essential cookies to keep the site functioning, and, where enabled, analytics cookies to understand how visitors use the site. You can control cookies through your browser settings. We don't use invasive cross-site advertising trackers.

Innbase is a business tool and isn't directed at children. We don't knowingly collect personal information from anyone under 18 as an account holder. Guest records may occasionally include minors staying with a parent or guardian as part of normal hotel operations — that data is handled with the same protections as any other guest data.

Where data is processed or stored outside the country it was collected in — for example, by a cloud hosting provider — we take steps to make sure it's protected to a standard consistent with this policy, including relying on providers with appropriate safeguards in place. See the GDPR tab for more on transfers involving the EU/EEA.

Depending on where you're located, you may have rights to access, correct, delete, or export your personal information, and to object to certain uses of it. The GDPR tab on this page walks through these rights and how to exercise them in detail.

If you're a guest of an Innbase-powered property and want to exercise a data right, please start with the property directly, since they control the booking relationship — Innbase will support that request as their processor.

We'll update this policy as the product and our practices evolve, and we'll flag material changes before they take effect. The "Last updated" date at the top of this page always reflects the current version.

GDPR applies where Innbase processes personal data of individuals located in the EU/EEA — for example, a guest from Germany booking a stay at a property using Innbase, or a staff member working for an Innbase customer based in the EU. Where GDPR applies, this tab describes how we meet it. Where it doesn't strictly apply, we still aim to follow the same standard as good practice.

This distinction matters, so we're explicit about it:

Where we act as a processor, our processing is governed by a Data Processing Agreement (DPA) with the property — see below.

• Contract — processing account holder data to provide the service you've signed up for.
• Legitimate interests — securing the platform, preventing fraud, and improving the product, balanced against your rights.
• Legal obligation — retaining certain records (e.g. financial data) as required by law.
• Consent — where we ask for it specifically, such as optional marketing communications, which you can withdraw at any time.

For guest data processed on a property's behalf, the property determines and is responsible for the legal basis; Innbase processes that data strictly on the property's documented instructions.

Subject to applicable law, you have the right to:

• Access — request a copy of the personal data we hold about you.
• Rectification — correct inaccurate or incomplete data.
• Erasure — request deletion of your data, where there's no overriding legal reason for us to keep it.
• Restriction — ask us to limit how your data is used while a concern is resolved.
• Portability — receive your data in a structured, commonly used format, or have it transferred where technically feasible.
• Objection — object to processing based on legitimate interests, including direct marketing.
• Not be subject to solely automated decisions with legal or similarly significant effects — Innbase's AI-assisted matching and suggestions are designed to support a person's decision, not replace it; a human always remains in the loop for anything consequential.

Email hello@innbase.co with your request and enough detail for us to verify who you are. We aim to respond within 30 days, or the timeframe required by applicable law. If you're a guest of a property using Innbase, we'd encourage you to also contact the property directly, since they hold the primary relationship with you.

Our data protection contact is reachable at hello@innbase.co. If a formal Data Protection Officer is appointed as Innbase grows, their details will be updated here.

Where personal data covered by GDPR is transferred outside the EU/EEA — for example, to hosting infrastructure — we rely on recognized safeguards such as Standard Contractual Clauses (SCCs) or an adequacy decision, as applicable. Details of specific transfer mechanisms are available on request.

If a breach affecting personal data occurs, we'll assess it promptly and notify affected customers without undue delay, and in any case within the timeframe required by applicable law (GDPR sets this at 72 hours for notifying the relevant supervisory authority, where the breach poses a risk). Customers acting as controllers remain responsible for notifying their own supervisory authority and affected individuals where required, and we'll support that process.

Properties using Innbase to process guest data can request our standard Data Processing Agreement, which sets out the terms of our processor relationship in line with GDPR Article 28 — including confidentiality, sub-processor use, security measures, and assistance with data subject requests. Request a copy at hello@innbase.co.

We'd rather resolve a concern directly — email us first. If you're not satisfied with our response and you're located in the EU/EEA, you have the right to lodge a complaint with your local data protection supervisory authority. In Nigeria, complaints can be directed to the Nigeria Data Protection Commission (NDPC).

Fair usage means using Innbase for your hotel's normal day-to-day operations in a way that is reasonably consistent with the size and plan of your property.

Your subscription is not designed around a pay-per-action model. You don't need to count AI questions, watch a transaction meter, or calculate whether a normal operational action will create an additional charge.

Our usage controls exist primarily to protect service availability, prevent abuse, and make sure the economics of the platform remain sustainable as properties grow.

The AI Operational Assistant is included with every Innbase plan. Normal operational use is covered by your subscription; there is no per-question or per-response charge.

We may monitor AI usage, including request volume, frequency, complexity, and other technical measures needed to operate the service reliably and understand capacity requirements.

We may contact you if usage is substantially outside the range reasonably expected for properties of a similar size and operating profile. This is a capacity conversation, not an automatic overage charge.

Higher AI capacity is available on larger plans where the property's operational needs justify it.

Unusual usage is usage that is materially inconsistent with ordinary hotel operations or places disproportionate demand on the service.

Examples may include:

• Automated or scripted activity generating large volumes of requests.
• Repeated requests designed primarily to consume AI or infrastructure capacity rather than support hotel operations.
• Use of Innbase as a general-purpose AI or data-processing service unrelated to the property's operations.
• Activity that creates an unusual and sustained load on shared infrastructure.
• Attempts to bypass technical safeguards or usage controls.

Heavy legitimate usage is not automatically considered abuse. A property's actual operational needs are taken into account before we ask it to change plans or usage patterns.

Some optional or premium capabilities may have capacity requirements that differ from the core Innbase platform.

This can include guest-facing capabilities such as Guest Companion, where usage may depend on factors such as guest activity, service volume, connected outlets, notifications, or other infrastructure requirements.

Where a premium feature has a specific capacity or commercial boundary, we will communicate that boundary clearly when you subscribe to or activate the feature. We will not introduce a hidden usage charge simply because normal usage increases.

If your property consistently exceeds the capacity appropriate to its current plan, we'll contact you to discuss the appropriate plan or configuration.

Innbase does not use fair usage as a mechanism for generating unexpected usage bills.

If we believe your property has materially outgrown its current capacity, we will contact you and explain what we're seeing before changing your commercial arrangement.

We will not silently convert unusual usage into an unexpected invoice.

Any change to your subscription or pricing will be communicated to you and handled through the normal subscription process.

Innbase is operational software. We understand that hotels don't stop operating because a usage threshold was reached.

We therefore aim not to impose a hard cutoff in the middle of a normal operational period because a property has temporarily exceeded an expected usage level.

Where a capacity issue requires action, we'll work with the property to resolve it rather than leaving staff unexpectedly without access to an operational capability.

This does not prevent us from taking immediate action where necessary to protect the security, integrity, or availability of the service, including in cases of abuse or deliberate attempts to circumvent safeguards.

Usage monitoring is primarily an internal capacity and service management mechanism. Depending on the feature, we may consider measures such as:

• Number and frequency of requests.
• AI processing volume and workload.
• Transaction and operational activity.
• Guest-facing activity for premium features.
• Infrastructure resources consumed.
• Patterns indicating automated or abusive activity.

These measures are not intended to turn ordinary hotel operations into a collection of billable events.

Staff capacity remains the primary way we structure our standard plans, but staff count is not the only signal we consider.

We also look at actual operational usage when determining whether a property has meaningfully outgrown its plan.

If your hotel is growing, you don't need to wait for something to stop working. We'll help you understand when moving to a larger plan makes sense and what additional capacity it provides.

Plan changes normally take effect on the next billing cycle, unless we've agreed otherwise with you.

Fair usage does not replace Innbase's Acceptable Use requirements. You must not deliberately manipulate usage, bypass safeguards, abuse shared infrastructure, or use Innbase to provide an unauthorized service to third parties.

Where activity threatens the security, integrity, or availability of Innbase, we may restrict or suspend access as permitted under our Terms of Service.

As Innbase grows, we may refine how we measure capacity and identify unusual usage. We will not use such changes to retroactively impose charges for usage that was previously included in your plan.

If a material change affects how your plan works, we'll provide notice in accordance with our Terms of Service.