Legal
Terms of Service
Last updated: March 8, 2026
1. Agreement
By creating an Instay account or using the platform at instay.live, you agree to these Terms of Service. If you do not agree, do not use the service.
"You" refers to the hotel operator or individual using the platform. "We" refers to Instay.
2. What Instay Provides
Instay is a guest feedback management platform that allows hotels to collect, track, and respond to guest issues privately — before they escalate into negative public reviews.
We provide the software as-is. We do not guarantee specific business outcomes such as review prevention or revenue protection.
3. Your Account
You are responsible for:
- Keeping your login credentials secure
- All activity that occurs under your account
- Ensuring your use complies with applicable laws
- The accuracy of information you provide
You must be at least 18 years old and have authority to bind your business to these terms.
4. Acceptable Use
You agree not to:
- Use Instay for any unlawful purpose
- Submit false, misleading, or fraudulent information
- Attempt to reverse-engineer, hack, or disrupt the platform
- Use automated bots or scrapers against our systems
- Resell or sublicense access to Instay without written permission
5. Guest Data & Privacy
When your hotel guests submit feedback through Instay forms, that data is processed on your behalf. You are the data controller for your guests' personal information. You are responsible for ensuring guests are informed about how their feedback is collected and used.
We process guest data as a data processor under your instructions, as described in our Privacy Policy.
6. Billing & Subscriptions
Paid plans are billed monthly. Payments are processed securely by Stripe.
Your subscription renews automatically each month unless cancelled before the renewal date. You can cancel at any time from your dashboard — you'll retain access until the end of your paid period.
We do not offer refunds for partial months. In exceptional circumstances, contact us and we'll handle it fairly.
7. Free Trial
New accounts include a 14-day free trial. No credit card is required to start. After the trial, access continues only with an active paid subscription.
8. Intellectual Property
Instay and its design, code, and content are owned by us. Your hotel data and feedback submissions remain yours. We do not claim ownership of content you create or collect through the platform.
9. Availability & Uptime
We aim for high availability but do not guarantee 100% uptime. Scheduled maintenance, infrastructure issues, or events beyond our control may cause temporary unavailability. We are not liable for losses resulting from downtime.
10. Limitation of Liability
To the maximum extent permitted by law, Instay is not liable for indirect, incidental, or consequential damages arising from your use of the platform — including lost revenue, lost reviews, or reputational damage.
Our total liability to you for any claim is limited to the amount you paid us in the three months prior to the claim.
11. Termination
Either party may terminate at any time. We reserve the right to suspend or terminate accounts that violate these terms, with or without notice.
Upon termination, your data will be retained for 90 days before permanent deletion, giving you time to export it.
12. Changes to Terms
We may update these terms. When we do, we'll update the date at the top and notify you by email if changes are material. Continued use of Instay after changes constitutes acceptance.
13. Contact
Questions about these terms? Email us at hello@instay.live.