Terms of use

The Marhala AI website and hosted software platforms are operated by or on behalf of Marhala AI Ltd, a company registered in England & Wales with company number 17161138, registered office 128 City Road, London, EC1V 2NX, United Kingdom, ICO registration reference ZC148626.

For sales, commercial or service-related questions please email [email protected] or call +44 7858 013049. For formal contract notices or legal correspondence please write to the registered office address above addressed to the Company Secretary, or email [email protected].

Where a commercial customer has executed a signed order form, master services agreement, customer services agreement, data processing addendum, non-disclosure agreement, statement of work or other signed document with Marhala AI Ltd, the terms in that signed document govern to the extent they conflict with these website terms. These website terms apply primarily to browsing and non-contractual use of the public-facing websites marhalaai.com and any subdomains operated by Marhala AI Ltd for marketing, editorial and demo purposes, and to any unregistered or unpaid use of our services.

Examples of products and services governed by a separate contractual document include but are not limited to: tenant SaaS subscriptions for the Marhala AI hotel CRM, bespoke hotel website design and build services, AI customer chatbot entitlements, WhatsApp Business AI concierge access, social media campaign management, direct-booking engine integrations, onboarding and training packages, and custom development work delivered under a statement of work.

You may browse and use the Marhala AI public website for lawful business and informational purposes relating to evaluating or learning about our products. You must not misuse the site, attempt unauthorised access to accounts, services or infrastructure, probe for vulnerabilities, upload malware, conduct automated scraping at volume without written permission, reverse engineer any proprietary code or interfere with the normal operation of services hosted on our domains.

The website may include links to third-party platforms including social media, video hosting, review platforms, customer case-study sites and travel-industry partners. Marhala AI is not responsible for the content, privacy practices or terms of those linked third-party sites and you access them at your own risk.

Marhala AI provides a growing suite of products and services for hotels, resorts and travel agents, delivered as a combination of software-as-a-service tenant workspaces, customised design and build work and optional AI entitlements that are enabled per-tenant based on subscription tier and written approval.

• CRM and leads management: tenant-scoped workspaces, lead capture across web forms, chatbot and WhatsApp channels, categorisation, assignment to staff roles, email notifications, AI-powered analysis and deduplication of submitted enquiries.
• AI website builder and hosted public websites: a site builder in the tenant CMS that composes pages into published websites served on Marhala AI infrastructure with tenant-scoped routing. Where contractually agreed, Marhala AI also provides bespoke design and custom-build website services for hospitality brands.
• AI customer chatbot: an LLM-powered chatbot widget that can be enabled on subscribed-tenant public websites, visitor sessions, AI summaries, escalation to staff inbox and CRM recording of messages that are escalated or flagged as high priority.
• WhatsApp Business AI concierge: a WhatsApp Business integration that connects a subscribed tenant phone number and allows AI auto-replies, staff inbox threads, conversation logging and message-media handling inside the tenant CRM.
• Staff roles and access control: a role-based permission model including Superuser, Admin, DPO, Events Manager, Weddings Manager, Sales Director, General Manager, Reception Manager, Reservations Manager, Revenue Analytics, Marketing Manager and Staff roles, with permissions enforced at the application and database layers.
• GDPR & data subject request tooling: search, export and erasure workflows that a Data Protection Officer or qualified staff member can run against customer data inside the tenant workspace, together with an immutable audit log of every DSR action performed.
• Brand customization, messaging and notifications: tenant display name, logo, colour and out-of-hours routing used for lead notifications sent to staff and automated thank-you or confirmation emails to guests.
• Billing and subscription management: invoicing, plan tiers, payment receipts handled through our payment processor integration with Stripe.
• Additional services: social media campaign scheduling, industry insights (e.g. anonymised competitive data gathering within the travel and hospitality sector for analytics/reporting), documents and asset storage, review management workflows and, where contractually agreed, custom integrations with property management systems, channel managers, booking engines or third-party APIs.

Where Marhala AI provides a customer with access to a tenant workspace the customer remains responsible for: choosing strong passwords and configuring any available second-factor authentication for staff accounts; keeping all staff credentials confidential; promptly deactivating accounts for leavers; assigning the minimum role necessary for each staff user's job function; ensuring all usage of the platform complies with applicable law including UK GDPR, the Privacy and Electronic Communications Regulations and any sector-specific hospitality or booking rules; and for providing accurate and lawful data, documents, brand assets and website copy uploaded or entered into the platform.

Customer-generated content (for example descriptions of rooms, offers, events, blog articles, galleries, FAQs, vacancies, social media posts or outgoing templates) remains the responsibility of the tenant customer. Marhala AI does not pre-moderate every piece of content entered into tenant workspaces, though we may investigate or remove content we reasonably determine to be unlawful, infringing, unsafe or in breach of these terms on receipt of a valid notice or as otherwise required by law.

You must not use Marhala AI services in any way that is unlawful, fraudulent, harassing, discriminatory, libellous, obscene, threatening, harmful to minors, infringing of the intellectual property or other rights of third parties, or that could reasonably cause distress or anxiety to any individual.

Services classified as AI entitlements (including the AI customer chatbot, AI auto-replies inside WhatsApp concierge, automatic AI enquiry analysis and AI-suggested next-steps) generate machine-assisted outputs based on trained models and, where permitted, on tenant-configured context. AI outputs are provided for information and as an aid to your staff workflow: they do not constitute legal, regulatory, financial, medical or tax advice, and must not be relied on as statements of fact without appropriate human review by a qualified member of your team. Staff users in the CRM always retain the ability to override, edit or dismiss an AI-generated category, priority, summary or recommendation.

Use of the WhatsApp Business API is subject to the applicable Meta terms and any policies published or updated by WhatsApp Business Platform from time to time, including rate limits, template policies and spam/abuse rules. The customer agrees not to use the WhatsApp concierge to send unsolicited marketing, to spam phone numbers that have not opted in to such messaging, or in any way that contravenes the WhatsApp Business acceptable-use policies as updated from time to time.

Where Marhala AI provides paid-for SaaS products, service tiers, consumption-based AI entitlements or professional services, the price, billing cycle, payment terms, currency, renewal mechanism, cancellation terms and refund policy (if any) will be set out in the signed order form, master services agreement, statement of work or equivalent customer-facing contract document between the customer and Marhala AI Ltd.

Payment processing for card payments is handled by our approved merchant processor, Stripe Payments Europe Limited, and credit or debit card details are never stored directly on Marhala AI infrastructure; card handling is the responsibility of the payment processor under their applicable terms and privacy statement. Any applicable taxes, duties or withholding amounts are the responsibility of the customer unless a signed contract document expressly states otherwise.

If any undisputed invoice is not paid by the due date we reserve the right to charge statutory interest on the overdue amount at the rate prescribed in the Late Payment of Commercial Debts (Interest) Act 1998 as amended, and to suspend or restrict access to paid-for features or to tenant workspaces after reasonable notice has been given in writing and the balance remains unpaid. We will not suspend access to live GDPR audit records or deny access to DSR tooling during a legitimate dispute about an invoice.

Except as expressly stated otherwise in a signed customer contract, all right, title and interest in and to the Marhala AI platform, the Marhala AI public website, documentation, proprietary software, platform APIs, trademarks, logos, designs, layout, look and feel, editorial copy, photography, marketing case studies, product imagery and AI/ML models developed or deployed by or on behalf of Marhala AI remain at all times the property of Marhala AI Ltd or its licensors, as applicable.

Subject to payment of all undisputed fees and compliance with these terms and any signed agreement, Marhala AI grants the customer a limited, non-exclusive, non-transferable, revocable licence to use the purchased Marhala AI platform features during the subscription term solely for the customer's own internal business operations and, where applicable, for the customer's own branded public-facing websites powered by our platform.

Where Marhala AI creates custom deliverables specifically for a named customer under a signed statement of work (for example a bespoke brand identity, a custom-designed public website, template files or specific integration code) ownership, assignment or licence-back of those custom deliverables will be governed by the terms of that signed statement of work or master services agreement. No assignment of intellectual property in any deliverable is implied simply because Marhala AI was paid for the work.

To deliver the platform Marhala AI requires certain rights in content, data and materials supplied or uploaded by the customer (including hotel descriptions, room details, photographs, documents, social media posts, customer support templates, staff directory, social account tokens and API credentials). The customer retains ownership of all such customer content but grants Marhala AI a worldwide, non-exclusive, royalty-free, sublicensable licence to use, host, store, transmit, reproduce, adapt, publish, display, distribute, translate and create derivative works of that customer content strictly as necessary to operate, maintain, secure and improve the contracted services, fulfil legal obligations and exercise our rights under these terms or any signed agreement.

Where customer content is personal data, both parties will additionally comply with the controller/processor roles and obligations set out in the applicable customer contract and any data processing addendum signed between the parties.

Each party agrees to keep confidential any non-public information disclosed by the other party in connection with these terms or a commercial project, including without limitation customer or lead data, product roadmaps, pricing models, contract terms, login credentials, proprietary documentation, API keys, security assessments and trade secrets, and to use that information only for the purpose for which it was disclosed and with at least the same degree of care it applies to its own confidential information of a similar nature.

Confidentiality obligations do not extend to information that is or becomes publicly available through no fault of the receiving party, was rightfully known to the receiving party before disclosure, is rightfully received from a third party without restriction, or is independently developed by the receiving party without use of or reference to the disclosing party's confidential information.

Where Marhala AI processes personal data on behalf of a customer in the course of delivering tenant-hosted platform services, the parties will execute a data processing addendum (DPA) or equivalent contract document that sets out the scope, nature and purpose of the processing, the types of personal data and categories of data subjects, the obligations of both parties, the duration of the processing, details of sub-processors and the technical and organisational security measures applied, in line with UK GDPR requirements.

The Marhala AI DPA describes the customer as controller and Marhala AI as processor for the tenant-hosted processing activities, and contains standard UK controller-to-processor clauses, standard of conduct for Marhala AI personnel, data breach notification obligations, assistance obligations, rules around onward transfer to sub-processors, audit/inspection rights and rules for deletion or return of personal data at the end of the contract term.

If you require a copy of the standard Marhala AI DPA, a list of current sub-processors or information about our data retention, encryption-at-rest or tenant-isolation measures please contact your customer success manager or email [email protected].

Marhala AI uses commercially reasonable efforts to make paid-for hosted services available during the subscription term, and performs routine scheduled maintenance during off-peak windows with reasonable advance notice to affected customers where practical. We do not guarantee 100% uptime or uninterrupted access to any service, and we do not warrant that features will be error-free, virus-free or available in every geographic jurisdiction.

Support channels, response times, escalation paths and service credits (if applicable) for paid-for subscriptions are set out in the signed order form, customer services agreement or separate service level agreement between the customer and Marhala AI Ltd.

To the fullest extent permitted by applicable law, the Marhala AI website, products, AI features, APIs, content on tenant-hosted websites and any deliverables provided under these terms are provided "AS IS" and "AS AVAILABLE" without warranties, conditions, representations or other terms of any kind whether express, implied, statutory or otherwise, including without limitation any implied warranties of merchantability, satisfactory quality, fitness for a particular purpose, non-infringement, quiet enjoyment or accuracy of AI-generated outputs.

AI-assisted features, category detection, enquiry scoring, auto-summaries, WhatsApp auto-replies and AI-suggested next-steps are provided as machine-aided decision support and must always be reviewed by a human member of the customer's staff before reliance. Marhala AI specifically disclaims any warranty that AI outputs will be complete, accurate, reliable, non-infringing, suitable for a specific workflow or free from harmful bias or hallucinatory content.

Nothing in these terms or any signed customer contract excludes or limits either party's liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited by applicable UK law.

Subject to the foregoing, to the fullest extent permitted by law: (i) neither party shall be liable to the other for any indirect, incidental, consequential, special or punitive loss or damage, loss of profit, loss of revenue, loss of business, loss of goodwill, loss of data (except for breaches of UK GDPR data processing obligations as separately addressed in the DPA), loss of anticipated savings or loss of opportunity whether in contract, tort, breach of statutory duty or otherwise arising out of or in connection with these terms; and (ii) the total aggregate liability of Marhala AI Ltd and its affiliates, directors, officers, employees, agents and subcontractors under or in connection with these terms, whether in contract, tort or otherwise, shall in no circumstances exceed the total fees actually received by Marhala AI Ltd from the customer in the 12 months preceding the first event giving rise to the liability under the relevant contract or, if no such fees have been paid in respect of that customer relationship, £1,000 GBP.

Either party may terminate a paid subscription or customer services agreement in accordance with the notice periods and termination events set out in the applicable signed contract. Without prejudice to any other rights either party may have, Marhala AI may also suspend or terminate access to a tenant workspace immediately on written notice if the customer is in material breach of these terms, the signed agreement or any applicable law, including for non-payment of undisputed invoices after the cure period, misuse of the AI services, use of the WhatsApp concierge for spam or harassment, repeated upload of unlawful or infringing material, or attempted unauthorised access to systems or data belonging to another tenant.

On termination or expiry of an agreement, Marhala AI will stop providing the affected services and, unless required otherwise by law or a signed DPA, will delete or return personal data in accordance with the documented retention and erasure process. The customer remains responsible for exporting any workspace data, backups, documents or other materials it needs before the scheduled deletion date, during the post-termination assistance window described in the customer contract.

Marhala AI may update these website terms from time to time to reflect new product features, changes in the law, revised commercial practices or updated guidance from regulators. The current version is always available on this page with an updated effective date, and for existing customers any material changes will be communicated in writing through the customer success relationship or by an appropriate notice.

These terms and any non-contractual obligations arising out of or in connection with them are governed by and construed in accordance with English law, and the parties irrevocably submit to the exclusive jurisdiction of the courts of England and Wales to settle any dispute or claim (including non-contractual disputes or claims) that arises out of or in connection with these terms or their subject matter or formation.

A person who is not a party to these terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these terms, except that our affiliates and licensors may rely on and enforce any benefit or right conferred on them by these terms to the extent expressly stated.

If any provision (or part of any provision) of these terms is found by a court or competent authority to be unlawful, invalid or unenforceable, that provision or part-provision shall, to the extent required, be deemed deleted and the validity and enforceability of the remaining provisions of these terms shall not be affected.

This version of the Marhala AI terms of use is effective from the date shown on the page footer or most recent update history. If you need a copy of an archived earlier version for compliance or audit purposes, please contact [email protected].