Terms of Service

Last updated: November 2025

Welcome to Suite & Sandstone (“we,” “our,” “us”).
By using our website suiteandsandstone.com or any products, services, or pilots we provide (collectively, the “Service”), you agree to these Terms of Service (“Terms”).
If you do not agree, please do not use our Service.

1. Overview

Suite and Sandstone provides data dashboards, daily alerts, and AI-powered insights for short-term rental and hospitality businesses.
These Terms govern your access to and use of all Suite & Sandstone products, including pilot programs, ongoing retainers, and any related communications.

2. Eligibility

You must be at least 18 years old and acting on behalf of a business or organisation to use our Service.
By using Suite & Sandstone, you confirm that you have the authority to bind your company to these Terms.

3. Working Days

For all timelines, delivery commitments, support response times, and project milestones referenced in these Terms or in your Statement of Work:

“Working Days” are defined as Monday to Friday, excluding UK Bank Holidays.
Weekends and UK Bank Holidays are not counted toward delivery timelines (including the Day-5 and Day-10 pilot milestones).

4. Scope of Service

2.1 Overview

Suite & Sandstone provides a data transformation and insight service for property management companies. The Service converts your bookings data into dashboards, alerts and AI-generated summaries to support operational and commercial decision-making. The exact features, limits and service levels depend on the subscription plan (Core, Growth or Enterprise) set out in your Order Form or online account.

2.2 Data Sources and Formats

(a) The Service works by processing bookings and related data that you export or otherwise make available to us from your property management systems, channel managers, online travel agencies (OTAs) and internal spreadsheets.

(b) Unless otherwise agreed in writing, supported formats are CSV or standard spreadsheet exports using native export options from your systems.

(c) Where APIs, SFTP or other automations are used (Enterprise only or by specific agreement), you remain responsible for maintaining access, credentials and availability of those third-party services.

(d) We are not responsible for delays, gaps or inaccuracies caused by incomplete, delayed or incorrect source data.

2.3 Dashboards and Reporting

(a) We will configure dashboards using your supplied data to provide portfolio and drilldown views such as portfolio, region, building, property, owner or team, depending on your plan and agreed configuration.

(b) Dashboards are designed for performance monitoring and operational insight and do not constitute accounting records, statutory reports or audited financial statements.

(c) The number of dashboards and supported views may be limited by your plan and set out in your Order Form or plan description.

2.4 Alerts and Insight Summaries

(a) As part of the Service, we may provide periodic alerts and summaries (for example, daily “what changed” updates) delivered by email, Microsoft Teams or other supported channels.

(b) These alerts highlight changes across a set of key performance indicators (KPIs) and may include short AI-generated narratives or explanations.

(c) Alerts are configured based on thresholds, segments and rules agreed during onboarding and may be adjusted within the scope of your plan.

2.5 AI Functionality

(a) Certain parts of the Service use AI models to generate narrative explanations, summaries and responses to queries about your data.

(b) AI outputs are generated based on patterns in your historical and current data and general models; they may be incomplete, approximate or contain errors.

(c) AI features are provided as decision-support tools only and do not constitute financial, legal, tax or operational advice. You remain solely responsible for validating outputs and for all decisions and actions taken using them.

2.6 Plan-Specific Scope

2.6.1 Core Plan

For smaller portfolios (typically up to around 80 active units, subject to your Order Form):

Up to two dashboards (for example, portfolio overview and a basic drilldown).
Support for a limited number of data sources as agreed during onboarding.
Manual upload of exports via the portal, with target refresh within 24 hours on business days.
One daily “what changed” email on business days to up to three recipients, covering a standard set of KPIs.
Light tuning of KPI thresholds and alert sensitivity; no extensive custom modelling or bespoke KPI families.

2.6.2 Growth Plan

For multi-site / multi-owner portfolios (typically up to around 200 active units, subject to your Order Form):

Up to six dashboards, allowing additional portfolio, regional, owner or team views.
Support for higher booking volumes and multiple systems as agreed.
Data upload via the portal or agreed transfer method, with target refresh within 24 hours on business days (or as otherwise agreed).
Daily “what changed” alerts delivered by email and/or Microsoft Teams to agreed recipient groups.
Tuned KPI thresholds and segments agreed during onboarding (for example, by region or owner), with moderate adjustments included.

2.6.3 Enterprise Plan

For larger or complex portfolios (typically 200+ units and/or multiple brands, regions or asset types):

A tailored data model and dashboards aligned to your portfolio structure, as described in your Order Form or statement of work.
Implementation of agreed custom KPIs, owner-level reporting and alert rules within the documented scope.
Support for multiple data sources (PMS, channel managers, OTAs and internal spreadsheets) and, where agreed, semi-automated or automated data flows (such as SFTP or APIs).
Alerts delivered via agreed channels (for example email, Teams and other supported tools) for defined stakeholder groups.
Enhanced AI narratives and insight views for different stakeholder types and, where applicable, agreed service level targets.

2.7 Exclusions and Limitations

(a) The Service does not include bookkeeping, statutory reporting, audit, tax, legal or compliance services.

(b) We do not guarantee any particular business outcome (including revenue, occupancy or profitability) as a result of using the Service.

(c) Custom development, complex data model redesigns, new KPI families or integrations outside the agreed scope may require additional fees, a separate statement of work or an upgraded plan.

5. Payments & Billing

All prices are quoted in GBP (£) unless otherwise stated.
Setup fees and month-one fees are due up-front unless otherwise agreed in writing.
Late payments may result in suspension or termination of services.
Refunds are available only under the “Day-10 milestone” guarantee explicitly stated in the plan agreement (if the milestone delay is caused by us).

We use secure third-party payment processors (e.g., Stripe, PayPal). We do not store your payment details directly.

6. Client Responsibilities

To ensure successful delivery, you agree to:

Provide accurate data exports, credentials, or access links needed for dashboard setup.
Avoid sharing personal or sensitive customer data (e.g., guest PII).
Review and approve deliverables in a timely manner.
Maintain backup copies of your data and documents.

Delays in providing requested access or files may affect delivery timelines.

7. Intellectual Property

You retain full ownership of your underlying business data.
We retain ownership of all methods, templates, queries, visuals, automations, and frameworks used to deliver the Service.
Upon full payment, you are granted a non-exclusive, non-transferable license to use the dashboards, reports, and automations created for your organisation.
You may not copy, resell, or distribute Suite & Sandstone's proprietary templates or automation flows without permission.

8. Data Privacy & Security

We access your data in read-only mode whenever possible.
No Personally Identifiable Information (PII) or financial account credentials are stored on our servers.
We use reputable, GDPR-compliant third-party tools such as Google Workspace, Make.com, Power BI, and OpenAI APIs.
You may request deletion of all project-related files at any time after completion.

For details, please read our Privacy Policy.

9. Confidentiality

We agree not to share, disclose, or reproduce your confidential information except as necessary to perform our Service.
You agree not to disclose or reuse Suite & Sandstone's proprietary dashboards, scripts, or automations outside your organisation without written consent.

10. Warranties & Disclaimers

We provide our Service “as is” and do not guarantee that it will be uninterrupted or error-free.
While we aim for data accuracy, Suite & Sandstone relies on client-provided exports and third-party APIs — we are not liable for inaccuracies originating from those sources.
Our dashboards and alerts are decision-support tools; they do not replace professional financial, compliance, or operational advice.

11. Limitation of Liability

To the fullest extent permitted by law:

Suite & Sandstone shall not be liable for any indirect, incidental, or consequential damages arising from the use of the Service.
Total liability under these Terms shall not exceed the total amount paid by you for the Service during the 3-month period preceding the claim.

12. Termination

Either party may terminate engagement at any time with written notice.
Outstanding invoices remain payable.
Upon termination, you may request copies of final deliverables within 10 business days.

13. Updates to These Terms

We may update these Terms periodically.
Changes will be posted on this page with an updated “Last Updated” date.
Your continued use of the Service after any update constitutes acceptance of the revised Terms.

14. Governing Law

These Terms are governed by the laws of England and Wales.
Any disputes shall be handled exclusively in the courts of England.

15. Contact

If you have questions about these Terms, please contact:
📧 hello@suiteandsandstone.com
🏢 Suite & Sandstone, United Kingdom