Terms of Service

Last updated: 4 March 2026

1. Introduction

These Terms of Service ("Terms") govern your use of the Specter Automations platform and services ("Service") provided by Specter Automations Ltd ("Specter", "we", "us", "our"), a company registered in England and Wales.

By using our Service, you agree to these Terms. If you are entering into these Terms on behalf of a hotel or other organisation, you represent that you have authority to bind that organisation.

2. Definitions

• "Client" — A hotel or hospitality business that subscribes to the Service
• "Platform" — The Specter AI operations intelligence platform, including dashboards, WhatsApp messaging integration, AI classification, routing, and intelligence briefs
• "End User" — Hotel guests or staff who interact with the platform via WhatsApp or dashboards
• "Client Data" — All data provided by or generated through the Client's use of the Service, including messages, guest information, and operational data

3. The Service

Specter provides an AI-powered operations intelligence layer for hotels. The Service includes:

• WhatsApp messaging integration for guest and staff communications
• AI-powered message classification and routing
• Automated handling of routine requests (where enabled by the Client)
• Department dashboards and management tools
• Daily intelligence briefs
• Guest feedback management

4. Account and Access

4.1. Clients are responsible for maintaining the security of their account credentials and for all activities under their account.

4.2. Clients control which staff members have access to the platform and at what permission level (GM, HOD, Staff).

4.3. Clients must ensure that End Users (guests and staff) are informed that messages are processed by an AI system, in accordance with applicable data protection laws.

5. Fees and Payment

5.1. Setup fee: A one-time setup fee covers WhatsApp configuration, department setup, landing page creation, brand voice calibration, and staff onboarding. The amount is agreed in the service proposal.

5.2. Monthly retainer: The monthly fee is based on the selected service tier and is invoiced monthly in advance.

5.3. Bolt-ons: Additional services (e.g., review management, revenue intelligence) are billed as agreed.

5.4. All fees are in GBP and exclusive of VAT (where applicable).

5.5. Invoices are due within 14 days of issue. We reserve the right to suspend the Service for accounts more than 30 days overdue.

6. Client Obligations

The Client agrees to:

• Provide accurate hotel information during onboarding (operating hours, department structure, brand voice, policies)
• Keep knowledge base information up to date via the dashboard
• Inform guests that an AI messaging system is in use (e.g., via check-in materials or signage)
• Respond to escalated messages in a timely manner
• Comply with applicable data protection legislation (UK GDPR, PECR) as the Data Controller for guest and staff data
• Not use the Service for any unlawful purpose

7. AI and Automated Decisions

7.1. The Service uses AI to classify messages, suggest responses, and generate intelligence briefs. AI outputs are designed to assist hotel operations, not replace human judgement for critical decisions.

7.2. Auto-handling: The Client controls which message categories are auto-handled by AI via routing rules in the dashboard. New categories default to human escalation. The Client is responsible for reviewing and configuring these rules.

7.3. Emergency messages: Messages identified as emergencies are always escalated to the duty manager immediately and are never auto-handled.

7.4. No guarantee of accuracy: While we strive for high accuracy in AI classification and responses, AI systems can make errors. The Client should monitor auto-handled responses, particularly during the initial deployment period.

7.5. Daily briefs: Intelligence briefs are generated from actual message data and operational metrics. They do not include fabricated or assumed information.

8. Data Protection

8.1. The Client is the Data Controller for guest and staff personal data processed through the platform. Specter is the Data Processor.

8.2. A separate Data Processing Agreement (DPA) governs the processing of personal data and forms part of these Terms.

8.3. We process data in accordance with our Privacy Policy and applicable UK data protection legislation.

8.4. Client Data is not used to train AI models. Messages are processed via Anthropic's API, which does not retain or train on data submitted via their API.

8.5. Upon termination, Client Data will be returned or deleted within 90 days, at the Client's election.

9. Intellectual Property

9.1. Specter retains all intellectual property rights in the Platform, including its AI models, algorithms, software, dashboards, and documentation.

9.2. The Client retains all rights in their Client Data.

9.3. We may use aggregated, anonymised data derived from the Service to improve the Platform. Such data will not identify any individual Client, guest, or staff member.

10. Service Levels

10.1. We target 99.5% uptime for the Platform, excluding scheduled maintenance.

10.2. WhatsApp message processing is dependent on third-party services (Twilio, WhatsApp/Meta). We are not liable for outages caused by these providers.

10.3. We will notify Clients of scheduled maintenance at least 24 hours in advance where possible.

11. Limitation of Liability

11.1. To the maximum extent permitted by law, Specter's total liability under these Terms shall not exceed the fees paid by the Client in the 12 months preceding the claim.

11.2. We are not liable for:

• Indirect, consequential, or incidental damages
• Loss of revenue, profits, or business opportunities
• Actions taken by hotel staff or guests based on AI-generated recommendations
• Incorrect AI classifications or responses (though we will work to correct systematic issues promptly)
• Third-party service outages (WhatsApp, Twilio, internet providers)

11.3. Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

12. Termination

12.1. Either party may terminate with 30 days' written notice.

12.2. We may terminate immediately if the Client breaches these Terms and fails to remedy the breach within 14 days of notification.

12.3. Upon termination:

• Access to the Platform will be revoked
• Client Data will be available for export for 30 days
• After 90 days, Client Data will be permanently deleted
• Outstanding fees for the notice period remain payable

13. Confidentiality

Both parties agree to keep confidential any proprietary or sensitive information shared during the course of the service relationship. This obligation survives termination for a period of 2 years.

14. Force Majeure

Neither party shall be liable for failure to perform obligations due to circumstances beyond their reasonable control, including but not limited to natural disasters, pandemics, government actions, internet or telecommunications failures, or third-party service outages.

15. Changes to Terms

We may update these Terms from time to time. Material changes will be communicated to Clients via email at least 30 days before they take effect. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

16. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

18. Entire Agreement

These Terms, together with any service proposal, Data Processing Agreement, and Privacy Policy, constitute the entire agreement between the parties regarding the Service.

19. Contact

For questions about these Terms:

Specter Automations Ltd
Email: jack@specterai.co.uk