Terms of Service

Last updated: 2026-08-02

1. Introduction

Welcome to CHATOTELLE LLC ("Company", "we", "our", "us"). CHATOTELLE LLC operates Chatotelle.com, an AI-powered chat platform that businesses use to automate guest and customer communication over WhatsApp — including hospitality concierge service, appointment/reservation scheduling, and flight booking, with additional service categories added over time ("Service"). Any positioning of the Service around a particular industry (for example, as a tool for boutique hotels) is marketing framing only and does not limit the scope of the Service the Company may offer or the categories of businesses that may use it.

These Terms of Service ("Terms") govern access to and use of the Service by Hotel Partners and their authorized users. By registering for an account, accessing the dashboard, or otherwise using the Service, you confirm that you have read, understood, and agree to be bound by these Terms.

2. Definitions

"Hotel Partner" or "Controller" means the business entity that has accepted these Terms and uses the Service. The Service is offered to businesses across multiple verticals — including hospitality, scheduling, and travel — and "Hotel Partner" is used throughout these Terms as the common defined term for any such business, regardless of its industry.

"Guest" means an individual who interacts with a Hotel Partner through the Service via WhatsApp, including hotel guests, scheduling clients, and individuals searching for or booking flights.

"Session" means a 24-hour Customer Service Window (CSW) opened when a Guest sends a message to the assigned WhatsApp number, consistent with the definition used by Meta Platforms, Inc. under the WhatsApp Business API.

"Hotel Content" means any data, configuration, or materials submitted by the Hotel Partner through the Service, including hotel profile information, department setups, product listings, AI rules, and guest records.

"Scheduling Service" means the optional feature of the Service that allows a Guest to book appointments, reservations, or other scheduled services offered by a Hotel Partner.

"Flight Booking Service" means the optional feature of the Service that allows a Guest to search for, receive offers for, and book flight tickets, as further described in Section 9 (Flight Booking Services).

"Fare Data Provider" means the third-party flight search, booking, and fulfillment provider(s) — currently Duffel — engaged by the Company to power the Flight Booking Service.

"Affiliate" means any entity that directly or indirectly controls, is controlled by, or is under common control with the Hotel Partner.

3. Eligibility & Account Responsibility

The Service is intended for businesses (Hotel Partners). By using the Service, you represent that you have the legal authority to bind the hotel or organization you represent.

You are responsible for maintaining the confidentiality of your account credentials and for all activities conducted under your account. You must notify us immediately of any unauthorized access.

Affiliates may use the Service under the Hotel Partner's account. The Hotel Partner remains responsible for all activities, compliance, and obligations of its Affiliates under these Terms.

4. Nature of the Service

CHATOTELLE LLC provides an AI-powered communication and operations platform that enables businesses to interact with their guests or customers via WhatsApp and manage internal service workflows through a dedicated dashboard. The Service spans multiple verticals, currently including hospitality concierge service, the Scheduling Service, and the Flight Booking Service, with additional verticals added over time. A single Hotel Partner may use any combination of these — for example, a hotel may enable the Flight Booking Service for its guests in addition to its core concierge service.

The Service is provided as a software platform that facilitates communication and operational workflows. CHATOTELLE LLC does not act as an agent, representative, or operator of any Hotel Partner, and, with respect to the Flight Booking Service, does not act as the operating or issuing airline.

CHATOTELLE LLC does not control guest interactions beyond system functionality and is not responsible for decisions made by Hotel Partners or their staff.

Performance figures referenced in CHATOTELLE LLC marketing materials — including estimated request automation rates and potential revenue uplift percentages — are illustrative projections based on modeled scenarios. Actual results vary by hotel, occupancy, adoption rate, and operational conditions. CHATOTELLE LLC makes no guarantee of specific outcomes.

5. Session Definition

A Session is defined as a 24-hour Customer Service Window (CSW) opened when a Guest sends a message to the hotel's assigned WhatsApp number. This definition mirrors the Customer Service Window as defined by Meta Platforms, Inc. under the WhatsApp Business API.

Each Session consumes one credit from the Hotel Partner's prepaid credit balance. A new Session — and therefore a new credit — is only consumed when a Guest initiates contact outside of an existing open Session window. Multiple messages and requests within an open Session do not consume additional credits.

CHATOTELLE LLC reserves the right to adjust the Session definition if Meta Platforms, Inc. changes its Customer Service Window policy, with reasonable prior notice to Hotel Partners.

6. AI-Generated Responses

The Service uses artificial intelligence models to generate automated responses. These responses are probabilistic in nature and may not always be accurate, complete, or appropriate.

By using the Service, you acknowledge that CHATOTELLE LLC is not liable for any decisions, actions, or outcomes resulting from AI-generated content. Errors in AI responses — including but not limited to incorrect service information, pricing, or availability — do not constitute a breach of these Terms unless they involve unauthorized processing of personal data. Hotel Partners are responsible for monitoring interactions and ensuring guest communications meet their standards.

CHATOTELLE LLC makes no guarantees regarding guest satisfaction, response quality, or operational outcomes from the use of AI-generated responses.

7. Human Override & Staff-Initiated Messages

The Service allows authorized hotel staff to disable the AI and take over guest conversations directly through the dashboard. When a staff member intervenes and sends messages on behalf of the hotel, CHATOTELLE LLC bears no responsibility for the content, accuracy, or consequences of those staff-initiated communications.

Hotel Partners are solely responsible for ensuring that staff communications made through the platform comply with applicable laws, WhatsApp policies, and their own guest service standards.

8. Third-Party Dependencies

The Service depends on third-party providers including the WhatsApp Business API operated by Meta Platforms, Inc., AI services via Google Gemini, and, where the Flight Booking Service is used, flight search and booking services via the Fare Data Provider. These providers operate independently and under their own terms.

We are not responsible for outages, delays, policy changes, suspensions, or limitations imposed by these third-party services. Disruptions caused by third parties do not entitle Hotel Partners to refunds or compensation.

9. Flight Booking Services

Where enabled by a Hotel Partner, the Flight Booking Service allows a Guest to search for flight offers, receive offers formatted for chat, and book a ticket directly through the Service. The Flight Booking Service is available to any Hotel Partner regardless of its primary industry and is not limited to hospitality businesses.

Flight search, fare data, and booking fulfillment are provided through the Fare Data Provider. CHATOTELLE LLC is not an airline, and is not independently accredited by IATA or ARC as a travel agency; the Company relies on the accreditation and settlement infrastructure of the Fare Data Provider to issue tickets. CHATOTELLE LLC acts as a reseller and merchant of record for flight booking transactions completed through the Service.

The price shown to a Guest for a flight reflects the airline fare plus the Fare Data Provider's booking fee plus a service markup retained by CHATOTELLE LLC. CHATOTELLE LLC does not represent that any fare is a "discount," below-market, or exclusive price — fares are sourced from the same distribution channels available to other resellers.

Fares are subject to change and availability until a booking is confirmed. CHATOTELLE LLC will make reasonable efforts to re-verify an offer immediately before completing a booking, but does not guarantee that a previously displayed fare remains available or unchanged at the time of booking.

Guests are solely responsible for the accuracy of passenger information provided for a booking (including full legal name, date of birth, gender, and, for international flights, passport details). CHATOTELLE LLC will present collected passenger information back to the Guest for confirmation before it is submitted on a booking, but is not responsible for booking failures, denied boarding, or additional fees resulting from inaccurate information provided by the Guest.

For flights originating in the United States and booked seven or more days before departure, Guests are entitled to cancel the booking within 24 hours of purchase for a full refund, consistent with US Department of Transportation regulations. This right applies regardless of any other refund terms in these Terms.

Day-of travel issues — including flight delays, schedule changes, cancellations, denied boarding, and rebooking — are the responsibility of the operating airline under its own contract of carriage, not CHATOTELLE LLC. Where an issue falls outside what the Service can resolve directly, CHATOTELLE LLC will either contact the airline on the Guest's behalf or provide the Guest with the airline's own contact information.

Payment for flight bookings is processed through the same third-party payment provider described in Section 17 (Billing & Payment). Refunds — including the 24-hour cancellation window described above and any refund CHATOTELLE LLC elects to issue for a booking failure on its side — are issued to the Guest's original payment method.

10. WhatsApp Number Ownership

All WhatsApp phone numbers used to operate the Service are owned and controlled exclusively by CHATOTELLE LLC. No WhatsApp number is transferred to, owned by, or registered under any Hotel Partner.

Upon termination of service, the Hotel Partner loses access to the assigned WhatsApp number. CHATOTELLE LLC is under no obligation to port, transfer, or release the number to the Hotel Partner.

Hotel Partners must not attempt to claim, port, or register the assigned WhatsApp number independently. Any such attempt constitutes a material breach of these Terms.

11. WhatsApp Number Exit Protocol

The WhatsApp number assigned to a Hotel Partner is provisioned and owned by CHATOTELLE LLC as part of the Service infrastructure. It is infrastructure, not a transferable asset, and is never held in trust, in escrow, or on behalf of the Hotel Partner.

Upon exit or termination, the assigned number is not handed over to the Hotel Partner and is not reassigned to another hotel. CHATOTELLE LLC reserves the number under the original Hotel Partner's name for 12 months following exit, after which it is permanently deactivated and returned to the carrier.

Where a Hotel Partner insists on using its own phone number in place of a CHATOTELLE LLC-provisioned number, the Hotel Partner assumes full responsibility for any service disruption, session loss, or verification issues arising from that number. If the number or its associated WhatsApp session is lost, disconnected, or requires re-registration, a re-onboarding fee applies before service is restored.

This exit protocol is part of CHATOTELLE LLC's ongoing operational responsibility for infrastructure control, continuity of the Service across its Hotel Partner base, and its ability to respond to security incidents or breaches involving any assigned number.

12. WhatsApp Policy Compliance

Hotel Partners are solely responsible for ensuring their use of the Service complies with WhatsApp's Business Policy and Meta Platforms, Inc.'s platform terms at all times.

This includes but is not limited to: obtaining proper guest consent, sending only permitted message types, and avoiding spam or unauthorized communications.

If a hotel's assigned WhatsApp number is suspended or banned by Meta Platforms, Inc. due to the Hotel Partner's use of the platform, CHATOTELLE LLC bears no responsibility and no refund will be issued.

13. Data Roles

CHATOTELLE LLC acts as a data processor on behalf of Hotel Partners. Hotel Partners act as data controllers and are solely responsible for the legality of the data they collect, process, and store through the Service.

14. Data Collected & Stored

In the course of providing the Service, CHATOTELLE LLC stores the following categories of data on behalf of Hotel Partners:

Guest Data: phone number, name, gender, room number, preferred language, WhatsApp identifier, conversation history (including text messages and media), message reactions, bot interaction status, staff-written notes (memo), and AI-generated behavioral summaries.

Flight Booking Data (where the Flight Booking Service is used, in addition to the Guest Data above): date of birth, contact email, booking and payment transaction history, and, for international flights only, passport number, expiry date, nationality, and issuing country. Passport-level data is collected solely to complete a booking and is not requested unless an international flight is booked.

Hotel Data: hotel identity and contact information, manager name and contact details, department configurations, products and services listings, AI behavioral rules, ticket history, session credit balance, and Meta API credentials.

All guest data is linked to the Hotel Partner's account and is deleted or anonymized upon Hotel Partner request within 30 days, subject to legal or regulatory obligations. Deletion of a Hotel Partner account results in cascade deletion of all associated guest records, tickets, and message history.

Hotel Partners are responsible for obtaining any necessary consent from guests before their data is processed through the Service, in accordance with applicable data protection laws.

15. Intellectual Property

The Service and all related software, design, and functionality remain the exclusive property of CHATOTELLE LLC.

Hotel Partners retain ownership of their Hotel Content. By using the Service, Hotel Partners grant CHATOTELLE LLC a non-exclusive license to process their Hotel Content solely for the purpose of delivering the Service.

Any feedback, suggestions, or ideas provided by Hotel Partners regarding the Service may be used by CHATOTELLE LLC freely and without restriction or compensation.

16. Acceptable Use

You agree not to use the Service for unlawful, harmful, or abusive activities, including:

17. Billing & Payment

The Service operates on a prepaid session credit model. Hotel Partners purchase a block of Session credits in advance. Each Session — as defined in Section 5 — consumes one credit.

Session credits do not expire and are not subject to automatic renewal. There are no recurring charges unless the Hotel Partner initiates a new purchase.

Flight Booking Service transactions are billed separately from session credits. The Guest pays the full fare, Fare Data Provider fee, and CHATOTELLE LLC service markup directly at the time of booking, via a payment link sent within the chat. These payments do not draw from, or affect, the Hotel Partner's session credit balance.

All payments are processed through our third-party payment provider. By completing a purchase, you agree to the pricing displayed at checkout at the time of that transaction.

Payment details are entered and processed directly on Stripe's hosted checkout page — CHATOTELLE LLC never receives, transmits, or stores card or payment data.

All fees are exclusive of any applicable taxes, duties, or governmental charges. Hotel Partners are solely responsible for paying any such taxes applicable in their jurisdiction.

Failure to maintain a sufficient credit balance will result in suspension of the Service until credits are replenished.

18. Fee Changes

CHATOTELLE LLC reserves the right to modify pricing for future purchases with reasonable prior notice. Changes do not affect credits already purchased. Continued use of the Service following a price change constitutes acceptance of the new pricing.

19. No Refunds

All purchases of session credits are final and non-refundable, except where required by applicable law. Unused credits at the time of account termination are forfeited. Flight Booking Service transactions are governed instead by Section 9 (Flight Booking Services), including the 24-hour cancellation window described there.

20. Service Availability

CHATOTELLE LLC makes reasonable efforts to maintain availability, but does not guarantee uninterrupted or error-free operation.

We are not liable for revenue loss, missed guest requests, or operational disruptions resulting from downtime, including third-party outages.

Unless explicitly agreed in a separate written agreement, no service level guarantees (SLA) are provided.

21. Suspension & Termination

We may suspend or terminate access if you violate these Terms, deplete your credit balance, or use the Service in a harmful or unlawful manner.

For material breaches capable of remedy, CHATOTELLE LLC will provide written notice and allow 14 days for the Hotel Partner to remedy the breach before termination takes effect. Breaches involving WhatsApp number misuse, data misuse, or unlawful activity may result in immediate termination without notice.

During suspension, data remains stored but inaccessible. Data will not be deleted unless requested.

You may terminate your account at any time. Termination does not entitle you to refunds of remaining session credits.

22. Data Retention & Deletion

Data is retained in accordance with our Privacy Policy. Upon termination, Hotel Partners may request deletion or anonymization of their data. Requests will be processed within 30 days, subject to legal or regulatory obligations.

23. Assignment

CHATOTELLE LLC may assign, transfer, or delegate this agreement, in whole or in part, to any successor entity, affiliate, or acquirer without the Hotel Partner's prior consent. Hotel Partners may not assign their rights or obligations under these Terms without our prior written consent.

24. Disclaimer of Warranties

The Service is provided "as is" and "as available" without warranties of any kind.

25. Limitation of Liability

To the maximum extent permitted by law, CHATOTELLE LLC shall not be liable for any indirect or consequential damages.

CHATOTELLE LLC's total liability to a Hotel Partner shall not exceed the total amount paid by that Hotel Partner in the three months preceding the claim.

With respect to the Flight Booking Service, CHATOTELLE LLC's total liability to a Guest for any single booking shall not exceed the total amount paid by that Guest for that booking.

26. Indemnification

You agree to indemnify and hold CHATOTELLE LLC harmless from claims arising from your use of the Service, your Hotel Content, your staff's communications through the platform, or your interactions with guests.

27. Confidentiality

Each party agrees to keep confidential any non-public information received from the other party in connection with these Terms and to use it solely for the purpose of fulfilling obligations under this agreement. This obligation does not apply to information that is publicly known, independently developed, or lawfully obtained from a third party.

28. Governing Law & Jurisdiction

These Terms are governed by the laws of the State of Wyoming, United States. Disputes shall fall under the exclusive jurisdiction of the courts of Wyoming unless otherwise agreed in writing.

29. Changes to Terms

We may update these Terms from time to time. Continued use of the Service constitutes acceptance of the updated Terms.

30. Force Majeure

CHATOTELLE LLC shall not be liable for delays or failures caused by events beyond its reasonable control, including infrastructure failures, internet outages, or governmental actions. If such an event continues for more than 30 days, either party may terminate the agreement by providing written notice.

31. Independent Relationship

Nothing in these Terms creates a partnership, joint venture, or agency relationship between CHATOTELLE LLC and the Hotel Partner.

32. Entire Agreement

These Terms, together with the Data Processing Agreement and Privacy Policy, constitute the entire agreement between CHATOTELLE LLC and the Hotel Partner and supersede all prior agreements, representations, or understandings relating to the Service.

33. Contact Us

For questions regarding these Terms, contact us at contact@chatotelle.com or visit Chatotelle.com.