1. Parties
These Terms of Service ("Terms") form a contract between you ("Customer", "Host", "you") and Prabin Paudel, Einzelunternehmen, Leebgasse 70/4, 1100 Wien, Austria, UID ATU 81934089 — operator of virtualhost.at and agent.virtualhost.at, trading under the brand Virtual Host AI ("we", "us").
2. Service description
Virtual Host AI is a software-as-a-service product for short-term rental hosts. Core features include AI-driven guest messaging, host escalation, upselling automation, calendar synchronisation, and cleaning coordination. The product connects to third-party systems (notably Smoobu) via APIs you authorise.
3. Account registration
You must be at least 18 years old and act in a business capacity (Unternehmer) to register for a paid plan. You are responsible for keeping your login credentials confidential. Notify us immediately at support@virtualhost.at if you suspect unauthorised access.
4. Subscription and pricing
Current plans and prices are listed on our pricing page. Prices are per apartment, per month, and exclude VAT unless stated otherwise. The contract forms at the moment you complete checkout and receive our confirmation email.
Billing is monthly in advance via Stripe. Adding apartments during a billing period is prorated; removing apartments takes effect immediately and reduces your next invoice accordingly.
5. 14-day right of withdrawal (§11 FAGG)
If you are a consumer in the meaning of §1 KSchG, you have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day the contract was concluded.
To exercise the right of withdrawal, you may:
- click "Cancel and refund" on your subscription page at agent.virtualhost.at/billing — the single-click refund flow fully satisfies the statutory requirement, or
- email support@virtualhost.at with an unambiguous statement (e.g., a letter sent by post or email).
On withdrawal, we reimburse all payments received from you in full within 14 days using the same means of payment as the initial transaction. The right of withdrawal applies once per user account. See our blog post on §11 FAGG for background.
6. Cancellation (outside the 14-day window)
You may cancel your subscription at any time with no cancellation fee. You may choose between:
- Immediate cancellation — service stops at once, no refund for the remaining billing period.
- End of period — service continues until the end of the currently paid period, then stops.
The cancellation interface (§4b FAGG) is as easy as the signup interface — a single button on your billing page.
7. Customer obligations
- Use the service only for its intended purpose — managing your own short-term rental apartments.
- Do not resell, sublicense, or provide access to third parties without our written consent.
- Do not attempt to reverse-engineer, exploit, or disrupt the service.
- Do not feed content into the service that is illegal, infringes third-party rights, or violates the Smoobu Terms of Service.
- Inform your guests that an AI assistant may handle their messages (recommended wording available at /security.html).
8. Third-party services
The service relies on Smoobu (PMS), Google (AI inference, calendar, analytics), Stripe (payments) and Telegram (notifications). We are not responsible for outages, feature changes, or data losses caused by these third parties. You are responsible for maintaining active accounts with those services as required for your plan.
9. Availability and maintenance
We target 99.5% monthly uptime, measured over rolling calendar months excluding scheduled maintenance (announced at least 24 hours in advance) and outages of third-party services. No SLA credits apply to free trials or the 14-day withdrawal window.
10. Liability
We are liable without limit for damages caused intentionally or by gross negligence, and for personal injury under the Product Liability Act (Produkthaftungsgesetz). For ordinary negligence, our liability is limited to twelve months' fees paid by the customer under the contract in question.
We are not liable for: revenue losses arising from delayed or incorrect AI replies, damages resulting from actions the customer could reasonably have prevented by reviewing AI suggestions (the intervention shield is designed precisely for this), or damages caused by guest behaviour.
11. Intellectual property
All rights to the Virtual Host AI software, brand, documentation, and website remain with us. You retain all rights to the data you import (apartment guides, reservations, guest messages). You grant us a non-exclusive licence to process that data for the sole purpose of delivering the service to you.
12. Data protection
How we handle personal data is described in the Privacy Policy, which forms part of these Terms. If you process personal data under GDPR as a controller and need a Data Processing Agreement (Art. 28 DPA), email privacy@virtualhost.at and we'll countersign ours within two business days.
13. Changes to these Terms
We may amend these Terms to reflect product changes, legal updates or fee adjustments. Material changes are announced at least 30 days in advance by email. If you do not agree, you may cancel at no cost before the effective date.
14. Governing law and jurisdiction
Austrian law applies, excluding its conflict-of-laws rules and the UN Convention on Contracts for the International Sale of Goods. For customers acting as consumers, the mandatory consumer-protection rules of your country of residence are not affected.
Place of jurisdiction is the competent court at our registered office, unless mandatory law provides otherwise for consumers.
15. Online dispute resolution
The EU Commission provides a platform for online dispute resolution at ec.europa.eu/consumers/odr. We are not obligated and not willing to participate in dispute resolution proceedings before a consumer arbitration board.
16. Contact
Questions about these Terms? Email support@virtualhost.at. Full company details are in our Imprint.
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