Service Terms

These Service Terms apply when a hotel or other business (you) orders a service from RAVINARO L.L.C-FZ, a company registered in the Meydan Free Zone, Dubai, United Arab Emirates (licence no. 2543079.01), trading as Hotel Curation (we, us, our). Each service we provide under them is a Service.

The Services are for businesses only. By ordering, you confirm that you act for a business and not as a consumer, and that the person ordering is authorised to bind that business. If you order for a hotel you do not own, you confirm that you have the owner's authority to do so.

You accept these terms when you tick the box at order, sign or confirm an order or proposal, pay an invoice, or let us start work, whichever happens first.

Our general Terms of Service cover the use of our website. For the Services, these Service Terms apply instead of section 8 of the Terms of Service.

Free Direct Booking Check

A short report on how your hotel's direct booking looks from the outside, based only on public information such as your website, Google and booking sites. It is free and creates no obligation for either of us. It contains our observations and suggestions only and includes no fixes or other work. Public information can be incomplete or out of date, so the report may contain errors; you rely on it at your own risk. We may decline to prepare a Check, or stop offering it, at any time.

Direct Booking Fix

A one-off project to set up and correct the path that takes guests from Google, maps and AI answers to your own booking engine, as described on the service page and in your order. It usually takes about 6 weeks from the day we have all the access we asked for (full access). This is an estimate, not a fixed date.

Direct Booking Care

A monthly service that keeps that setup working and reports on it, as described on the service page and in your order. It is billed monthly in advance, runs for a minimum of 3 months, and then continues from month to month until either of us ends it with 30 days' written notice.

Gulf Guest Ready

A one-off project to prepare your direct booking for guests from the Gulf states, as described on the service page and in your order. It usually takes about 4 weeks. It starts only after the Direct Booking Fix has been handed over, or once your hotel's own price is already showing on Google. Until then, we may hold the start date.

Packages

Direct Start is the Direct Booking Fix. Direct Growth is the Direct Booking Fix plus 3 months of Direct Booking Care. Gulf-Ready Growth is the Direct Booking Fix plus 3 months of Direct Booking Care plus Gulf Guest Ready. In a package, Care starts when the Fix is handed over, and its 3 months are the Care minimum term. Each part of a package follows the terms for that Service.

Scope

The scope of each Service is what the service page and your order describe at the time you order. Anything else, such as additional properties or languages, website builds, photography, advertising budgets, or work on systems not named in the order, is outside the scope and needs a separate written agreement and price.

We may offer a founding price for the Direct Booking Fix to the first 3 hotels. The founding price is given in exchange for a published case study.

If you accept a founding price, you agree that we may publish a case study about the work that names your hotel and shows before and after figures, such as whether your own price shows on Google, your direct booking share, booking requests and the conversion figures we measured. We will show you the draft before publication and correct factual errors you point out within 5 working days, but the content and form of the case study are ours to decide. We will not publish your guests' personal data or the terms of your contracts with booking sites.

Your consent to the case study is a condition of the founding price. If you withdraw it, block publication, or ask us to remove the case study within 24 months of publication, the difference between the founding price and the normal price shown at the time of your order becomes due at once, and we will invoice it. Withdrawing consent does not oblige us to remove material that third parties have already published.

An order is made when you submit an order on our website, sign a proposal or order form, or confirm an order by email, and we confirm it. We may refuse any order without giving reasons, for example where a hotel is outside the markets we serve or where we do not believe we can do the work well.

The price is the price shown at order, in the order confirmation or on the invoice. We may change the prices on our website at any time, but a change does not affect an order we have already confirmed, except for Direct Booking Care as set out in section 5.

If documents conflict, they apply in this order: (1) a written proposal or order signed by both of us, for the points it expressly covers; (2) these Service Terms; (3) the service page as it stood on the date of your order. Your own purchasing terms, purchase orders or supplier conditions do not apply, even if you send them to us or refer to them, unless we have agreed to them in a document signed by us.

One-off Services and packages

50% of the price (the first instalment) is due when you order, by card through Stripe or by invoice. The remaining 50% (the second instalment) is due at handover, by Stripe invoice. Invoices are payable within 7 days of their date unless the invoice says otherwise. We start work only once we have received the first instalment.

Direct Booking Care

Care is charged monthly in advance by Stripe subscription to the payment method you give us, from the date Care starts. In a package, the 3 months of Care may instead be invoiced with the package, as shown at order. After the minimum term, we may change the monthly price by giving you at least 30 days' written notice; if you do not accept the change, you may end Care on the date the new price takes effect.

Tax

We are not registered for VAT in the United Arab Emirates, so we do not add VAT to our prices or invoices. If we register for VAT, we will tell you in advance and add it at the applicable rate to invoices issued after the registration takes effect. Any tax you must account for yourself in your own country, for example under a reverse-charge mechanism, is your responsibility. You pay without set-off or deduction. If you are required by law to withhold tax, you pay the additional amount needed for us to receive the full invoiced sum.

Third-party costs

Prices do not include fees or costs charged by third parties, such as your booking engine, channel manager, website agency or host, Google advertising, booking sites' commissions, software subscriptions, domains, or bank and currency charges on your side. You pay these directly to the third party. If a third party charges a fee to connect or change something for the Service, we tell you before it is incurred and do not proceed without your approval.

Card payments and invoices are processed by Stripe under its own terms.

We give one guarantee. If your hotel's own price is not showing on Google within 45 days of the date we send the connection request to your booking engine, we refund the part of the Direct Booking Fix price that your order shows for the Google connection (the Google part).

The guarantee does not apply to the extent the delay is caused by you or anyone acting for you, or by your booking engine, for example: missing access, approvals or information; rates or availability not loaded; a booking engine, contract or plan that does not offer or allow the connection; or a Google account or listing suspended or restricted for reasons we did not cause. Days of such delay do not count towards the 45 days.

To claim, write to us within 30 days after the 45-day period ends. The refund of the Google part is the only remedy if your price is not showing on Google. The rest of the Direct Booking Fix remains payable.

Apart from the guarantee in section 6, we do not promise any result. In particular, we do not guarantee bookings, direct booking share, revenue, commission savings, occupancy, traffic, rankings in search or maps, the display of your hotel or price in any particular place, mentions or recommendations in AI answers or AI search tools, review scores, the number or content of reviews, or any action or decision by Google, booking sites, booking engines or other third parties.

Figures, examples, estimates, break-even calculations and case studies on our website or in our reports are illustrations, not forecasts or promises.

We perform the Services with reasonable skill and care. All other warranties, conditions and representations, whether express or implied by law, including as to fitness for a particular purpose or result, are excluded to the extent the law allows.

• Access. Give us access to your systems (such as your booking engine, channel manager, Google Business Profile, Google Hotel Center, website, analytics and booking site extranets) by creating user accounts for us. Do not send us your own passwords; we will not ask for them.
• One contact. Name one person who can make decisions for the hotel and who answers our questions within 2 working days.
• Approvals. Give or refuse the approvals we ask for within 3 working days, unless we give you a longer period. If you do not answer in time, we may pause that part of the work, or treat the point as approved where it does not change your rates, availability, policies or contracts.
• Accurate information. Give us complete, accurate and current information, and tell us promptly when it changes. We rely on what you give us and do not have to check it.
• Rights. Make sure you have the rights to the texts, photos, logos and other material you give us, and that our use of them for the Service is lawful. You give us a licence to use that material to deliver the Service and, where sections 3 and 16 allow, in our case studies.
• Cooperation. Instruct your booking engine, website agency and other suppliers to work with us, and pay them for their part.

If you do not meet these obligations, we are not responsible for the resulting delay or failure, the timelines move accordingly, and we may charge reasonable extra costs this causes us.

You remain the owner and administrator of all your accounts and systems, and you are bound by the terms of the platforms you use. We act in them only as your authorised user and on your instructions. You may remove our access at any time, but work that needs it then stops, and the timelines and the guarantee period stop running.

We never change your rates, availability, restrictions or cancellation policies without your written OK. An email from your named contact counts as written OK.

You alone are responsible for your rates, availability, inventory, policies, the taxes and fees shown to guests, the content of your offers, and your contracts with booking sites, booking engines and other suppliers, including any rate parity, availability or exclusivity clauses in them. Our recommendations are not legal advice. Before you change prices or terms, check your contracts and the law that applies to you.

You are responsible for your hotel's and your website's compliance with the law, including consumer, pricing, advertising, accessibility, tourism, tax and data protection law, and for your relationship with your guests.

Google, booking engines, booking sites, AI providers and other platforms can change their rules, products, prices and algorithms at any time. We are not responsible for what they do or fail to do, for their outages, or for loss caused by their changes.

Timelines are estimates. They start on the day we have both full access and the first instalment, and they move day for day with any delay caused by you, your suppliers or other third parties, including booking engines, website agencies, Google and booking sites. We owe no compensation for missing an estimated date.

If a delay caused by you or a third party lasts more than 30 days, we may pause the Service and give it the next available start date in our schedule once the obstacle has been removed.

When the work of a one-off Service is done, we send you a written handover by email summarising what was done (the handover).

You have 5 working days from handover to tell us in writing, with reasons, if the work does not materially match the described scope. If you do, we correct those points within a reasonable time and send a new handover; this is your only remedy for such a defect. If you do not, or as soon as you use the work in live operation, the work is accepted.

Minor issues that do not stop the work from being used do not prevent acceptance. We fix them as part of the normal follow-up.

If we cannot hand over for more than 30 days for reasons on your side, for example because you do not respond or do not give access, we may treat the work done as handed over and invoice the second instalment.

Work starts when we begin any part of the Service after your order, including the kick-off, access requests or the review of your setup.

• If you cancel a one-off Service in writing before work starts, we refund the first instalment, less any third-party costs already incurred.
• Once work has started, the first instalment is not refundable, except under the guarantee in section 6 and the package rule below.
• Packages: if the Direct Booking Fix in a package is stopped, by either of us, before Direct Booking Care begins, the amount paid for the Care part is refunded. Any amount paid for a Gulf Guest Ready part that has not started is also refunded.
• Direct Booking Care fees for a month that has started are not refundable. There are no refunds for partial months or unused services.
• Duplicate or mistaken charges are always refunded.

Refunds go back to the original payment method, usually within 5 to 10 working days of our approval. To ask for one, write to support@hotelcuration.com. Apart from the cases above and anything else the law requires, payments are not refundable.

Chargebacks. If you dispute a charge with your bank or card issuer instead of contacting us, we may suspend all Services until the dispute is resolved. If it is resolved in our favour, you pay our reasonable costs of handling it.

If an amount is not paid when due, we may, after a written reminder, suspend all work and our access until it is paid. Timelines move by the period of suspension, and your payment obligations continue.

Overdue amounts carry interest from the due date until payment at 1% per month, or at the highest rate the law allows if that is lower. You also pay our reasonable costs of recovering overdue amounts, including collection and legal costs.

If an amount is more than 30 days overdue, we may end any or all Services under section 14, and everything you owe us becomes due at once.

By you

You may end Direct Booking Care with 30 days' written notice, including from your dashboard. Care then ends 30 days after we receive your notice or at the end of the minimum term, whichever is later. Monthly fees already charged are not refunded, including for the month in which Care ends. You may stop a one-off Service at any time by written notice. Section 12 then applies, and if we have already completed the work ready for handover, the second instalment is also due.

By us

We may end any Service (a) with 30 days' written notice for any reason, in which case we refund fees paid for work not yet done; or (b) with immediate effect by written notice if you do not pay an amount within 14 days after it is due, you seriously or repeatedly breach these terms, you ask us to do something unlawful, misleading or against a platform's rules, you or your staff behave abusively towards our team, you become insolvent or stop trading, or continuing would expose us to legal, sanctions or reputational risk.

After the end

When a Service ends for any reason, fees for work done and all amounts due up to the end date remain payable, and our user accounts in your systems are removed. Sections 3, 5, 6, 7 and 9, and sections 12 to 25, continue to apply after the end.

We keep all rights in our methods, know-how, checklists, templates, scripts, tools, report formats, dashboards, software and other material we created before or independently of your Service, and in improvements to them (our materials), even if we develop them while working for you.

Once you have paid everything due for a Service, you receive a non-exclusive, perpetual, non-transferable licence to use the deliverables we create for you, including any of our materials built into them, for your own hotel's business. You may not resell them, offer them to other hotels, or use our materials to build a competing service. Until you have paid in full, you may use the deliverables only to review them, and we may withdraw that use if payment is not made.

Content you give us remains yours. Third-party material, such as stock images, fonts and software, stays subject to its own licence. We may use general learnings and anonymised, aggregated data from our work to improve our services.

Unless you tell us in writing that you object, we may name your hotel as a client and show its name and logo in our client lists, proposals and on our website. You may withdraw this permission for future use at any time. For founding clients, section 3 applies to the case study.

Each of us keeps the other's confidential information confidential, uses it only for the Service, and shares it only with staff, contractors and advisers who need it and are bound by confidentiality. This does not apply to information that is or becomes public without a breach, that the receiving party already knew or developed independently, or that must be disclosed by law or by a competent authority. Our prices, proposals, methods and reports are our confidential information. A case study under section 3 is not a breach.

This duty applies during the Service and for 3 years after it ends, and for trade secrets for as long as they remain secret.

Each of us complies with the data protection law that applies to it, including where relevant the Swiss Federal Act on Data Protection (nDSG) and the EU and UK General Data Protection Regulation (GDPR).

Where we process personal data on your behalf as part of a Service, for example guest data visible in your booking engine or analytics, you are the controller and we are your processor. We then process it only on your documented instructions and for the Service, keep it confidential, protect it with appropriate technical and organisational measures, use sub-processors only under equivalent obligations, help you respond to requests from data subjects, and tell you about a personal data breach without undue delay. A separate data processing agreement (DPA), including the safeguards required for transfers from Switzerland, the EU or the UK, is available on request at privacy@hotelcuration.com. Once signed, it forms part of these terms and prevails on data protection matters.

You are responsible for having a lawful basis for the processing we do on your behalf and for informing your guests about it, including in your own privacy notice. We avoid accessing guest data where the Service does not need it. How we handle your own contact details is described in our Privacy Policy.

Nothing in these terms limits liability that cannot be limited under the applicable law, such as liability for fraud, intentional misconduct or gross negligence, or for death or personal injury caused by negligence.

Subject to that, we are not liable, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for: loss of profit, revenue, bookings, business, contracts or anticipated savings; loss of goodwill or reputation; loss or corruption of data; commissions, penalties or charges imposed by booking sites or other third parties; or any indirect, special or consequential loss, even if it was foreseeable or we were told it might happen.

Subject to the first paragraph, our total liability for all claims arising from or in connection with a Service, including under a DPA, is limited to the fees you actually paid for the affected Service in the 3 months before the event that gave rise to the first claim.

We are not liable for the acts or omissions of third parties, including Google, booking engines, booking sites, website agencies, hosting providers and AI providers, or for loss caused by your instructions, your information, or changes made by you or others in your systems.

You must notify any claim against us in writing, with reasonable details, within 6 months after you became aware, or should have become aware, of the facts giving rise to it; otherwise the claim is barred, to the extent the law allows.

You agree that our prices reflect these limits and that you can insure against the risks they leave with you.

You will indemnify and hold harmless us, our staff and our contractors against all claims, losses, damages, fines, costs and expenses (including reasonable legal costs) arising from: material or information you provided; your rates, offers, policies and contracts, including any claim by a booking site or other supplier; your breach of these terms or of the law; your use of the deliverables; or any claim by your guests. We will tell you promptly about such a claim and let you take part in handling it, but we may conduct our own defence at your cost.

Neither of us is responsible for a delay or failure caused by events outside its reasonable control, such as outages or changes at Google, booking engines, booking sites, cloud or internet providers, cyber attacks, natural disasters, epidemics, war, terrorism, sanctions, strikes, or acts of government. The affected party tells the other promptly, and timelines move for as long as the event lasts. If it lasts more than 60 days, either of us may end the affected Service by written notice; fees for work done remain payable. This section does not excuse payment obligations.

During the Service and for 12 months after it ends, you will not, directly or indirectly, hire, engage or solicit anyone who worked on your project for us, whether as an employee, freelancer or subcontractor, without our written consent. General job adverts not aimed at them are allowed.

If you breach this, you pay us a fee equal to 30% of the first-year gross pay or fees agreed with that person, as a fair estimate of our loss. We may also claim any higher loss we can prove.

Please tell us first about any complaint at support@hotelcuration.com. Both of us will try in good faith to resolve it within 30 days before starting proceedings, except for urgent interim relief or claims for unpaid fees.

Law. These Service Terms, each Service, and any dispute or claim arising from or in connection with them, including non-contractual disputes, are governed by the federal laws of the United Arab Emirates as applied in the Emirate of Dubai. The UN Convention on Contracts for the International Sale of Goods does not apply.

Courts. The Courts of the Dubai International Financial Centre (DIFC Courts) have exclusive jurisdiction to hear and determine any such dispute, including the DIFC Courts' Small Claims Tribunal where a claim falls within its limits. We may also bring a claim for unpaid amounts in the courts of the place where you are established.

Entire agreement. These terms, your order and any signed proposal or DPA are the whole agreement about the Service and replace earlier discussions. You have not relied on any statement that is not set out in them. This does not limit liability for fraud.

Changes. We may update these Service Terms. The version in force when you order applies to that order. For Direct Booking Care, an updated version applies from the first billing month that starts at least 30 days after we tell you about it; if you object in writing before then, you may end Care on that date, even during the minimum term.

Subcontractors and transfer. We may use subcontractors and remain responsible for their work. We may transfer our rights and obligations to a company in our group or to a buyer of our business. You may not transfer yours without our written consent.

Notices. Notices are given by email: to us at support@hotelcuration.com, and to you at the email address in your order. An email is treated as received on the next working day after it is sent.

Electronic acceptance and records. Acceptance by ticking a box, clicking or email is binding. Our records of the version accepted, the time and the account used are evidence of your acceptance unless you prove otherwise.

Independent parties. We act as an independent contractor. Nothing in these terms creates a partnership, agency or employment, and neither of us may bind the other, except that we act as your authorised user in your systems as set out in section 9.

Sanctions and anti-bribery. Each of us complies with the anti-bribery and sanctions laws that apply to it. We may refuse or end a Service where performing it would breach them.

Severability and waiver. If a provision is found invalid or unenforceable, it applies to the greatest extent allowed and the rest remains in force; the invalid provision is replaced by a valid one that comes closest to its purpose. Not enforcing a right is not a waiver of it.

Language. These terms are written in English. Translations are provided for convenience only. If a translation differs from the English text, the English text prevails.

RAVINARO L.L.C-FZ, trading as Hotel Curation, Meydan Free Zone licence no. 2543079.01, Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, U.A.E.

Service and billing questions, complaints and legal notices: support@hotelcuration.com. Data protection and DPA requests: privacy@hotelcuration.com.