Vyola Terms of Service
Effective Date: 17-Nov-2025
These Terms of Service (the “Terms”) govern access to and use of Vyola, an AI‑powered guest experience platform operated by Saaranya Hospitality Technologies Pvt. Ltd. ("Saaranya Hospitality Technologies", "we", "us", or "our"). Vyola enables hotels to communicate with guests via WhatsApp and other supported messaging channels using automation and human‑in‑the‑loop tools.
By using Vyola, you agree to these Terms. If you are entering into these Terms on behalf of an organization (e.g., a hotel), you represent that you have authority to bind that organization. If you do not agree, do not use Vyola.
1) Definitions
Account: A registered hotel or partner account with Vyola.
Admin/Agent Users: Authorized personnel of a hotel who access the Vyola dashboard.
Guest: An end user (e.g., hotel guest) who interacts with a hotel via Vyola on WhatsApp or other channels.
Content: Messages, text, data, images, templates, or other material transmitted through Vyola.
AI Output: Content generated or suggested by Vyola’s AI features based on inputs, prompts, and context.
Third‑Party Services: Services not operated by Saaranya Hospitality Technologies, such as WhatsApp Business API providers, cloud hosting, or integrated PMS/CRM systems.
2) Eligibility & Account Registration
You must be of legal age to form a binding contract and authorized to represent the hotel.
Account information must be accurate and kept updated. You are responsible for safeguarding credentials and all activities under your Account.
You will promptly notify Saaranya Hospitality Technologies of any unauthorized use or security incident.
3) Service Description
Vyola provides a dashboard and APIs to manage WhatsApp (and other channel) conversations, AI‑assisted replies, automations (e.g., templates, flows), and analytics.
Features may change over time; certain features may be labeled Beta and provided “as is” with limited support.
Saaranya Hospitality Technologies may provide reasonable updates, maintenance, and support during local business hours [insert hours/timezone].
4) WhatsApp/Meta Policy Compliance
Use of Vyola must comply with Meta/WhatsApp Business policies, guidelines, and applicable telecom/anti‑spam laws. Without limitation:
Opt‑in: You must obtain clear, prior consent from Guests to message them on WhatsApp; maintain records of consent; and honor channel‑specific rules (e.g., template categories, time‑to‑respond windows).
Template Use: You will use approved message templates where required and ensure marketing/promotional messages comply with WhatsApp rules and local law.
Opt‑out: You must honor Guest opt‑out requests (e.g., “STOP” or equivalent) promptly.
No Spam/Abuse: Do not engage in unsolicited or deceptive messaging, phishing, or harassment.
Identity & Transparency: Clearly identify the hotel/brand in messages and provide accurate contact and support information.
Rate Limits & Quality: You are responsible for complying with sending limits, quality scores, and remediation requirements imposed by Meta/WhatsApp.
If Meta/WhatsApp suspends or restricts your sender or business account due to your actions, Saaranya Hospitality Technologies is not liable for resulting downtime or losses.
5) Lawful Use & Acceptable Use Policy
You agree not to, and will not permit others to:
Use Vyola in violation of law, regulation, court order, or applicable industry guidelines (including data‑protection, telecom, and consumer protection laws).
Collect or process sensitive personal data in Vyola unless strictly necessary and lawful (e.g., health, biometric, payment instrument numbers).
Upload or transmit malware, malicious code, or content that is infringing, defamatory, hateful, exploitative, or otherwise unlawful.
Attempt to hack, reverse engineer, copy, or circumvent security or usage limits.
Misrepresent identity or impersonate others.
Resell, sublicense, or provide Vyola to third parties except as expressly permitted by Saaranya Hospitality Technologies in writing.
Saaranya Hospitality Technologies may suspend or terminate access for actual or suspected violations.
6) Data Protection & Privacy
Privacy Policy: The Vyola Privacy Policy (DPDP‑compliant) forms part of these Terms and describes how we collect, use, retain (90 days for chat logs), and protect personal data.
Roles: Saaranya Hospitality Technologies is a Data Fiduciary under the Digital Personal Data Protection Act, 2023 (DPDP Act). Hotels may act as Data Processors or Joint Fiduciaries depending on configuration.
Consent: You will obtain and maintain all necessary consents (including WhatsApp opt‑in) and provide appropriate notices to Guests.
Security: Saaranya Hospitality Technologies uses industry‑standard safeguards (encryption, RBAC, audits). You are responsible for secure configuration of your environment (e.g., user permissions, device security).
Cross‑Border Transfers: May occur subject to lawful safeguards.
DPO: Saaranya Hospitality Technologies’s Data Protection Officer is Sanchit Goel (privacy@vyola.ai).
Where required, Saaranya Hospitality Technologies may offer a separate Data Processing Addendum (DPA) for signature.
7) Customer (Hotel) Responsibilities
Maintain accurate business information and ensure only authorized personnel access Vyola.
Configure message templates, automations, and escalation flows responsibly; monitor AI Output and human‑in‑the‑loop operations.
Honor Guest preferences, opt‑outs, and quiet hours where applicable.
Ensure integrations (e.g., PMS/CRM/Payments) are used lawfully with appropriate consents and contractual rights.
Promptly address Guest complaints and regulatory notices relating to your use of Vyola.
8) AI Features & Human Oversight
No Professional Advice: AI Output is generated probabilistically and may be inaccurate or incomplete. It is provided for operational convenience and must be reviewed by your staff where material.
Your Use of Output: You are responsible for evaluating and using AI Output in compliance with law and policy, and for any decisions made based on such Output.
Safety: You will not use AI features to generate unlawful, discriminatory, or harmful content.
9) Intellectual Property
Saaranya Hospitality Technologies IP: Vyola, including software, workflows, models, UI, and documentation, is owned by Saaranya Hospitality Technologies and protected by IP laws. No rights are granted except as expressly set out in these Terms.
License: Subject to these Terms, Saaranya Hospitality Technologies grants you a limited, non‑exclusive, non‑transferable right to access and use Vyola for your internal business purposes during the subscription term.
User Content: You retain rights to your Content. You grant Saaranya Hospitality Technologies a worldwide, royalty‑free license to host, process, transmit, and display Content solely to operate and improve Vyola.
Feedback: You grant Saaranya Hospitality Technologies a perpetual, irrevocable license to use feedback or suggestions without obligation.
10) Third‑Party Services
Vyola may interoperate with Third‑Party Services (e.g., WhatsApp Business API providers, cloud hosting, payment gateways, PMS/CRMs). Saaranya Hospitality Technologies does not control and is not responsible for Third‑Party Services. Use of such services is governed by their terms and privacy policies. Integrations may be enabled, modified, or discontinued by Saaranya Hospitality Technologies or the third party.
11) Fees, Billing & Taxes
Fees (if any) are set out in an Order Form or pricing schedule.
You authorize Saaranya Hospitality Technologies or its billing partners to invoice/charge applicable fees and taxes.
Late payments may incur interest or suspension. Fees are non‑refundable unless otherwise required by law or stated in an Order Form.
Carrier or WhatsApp messaging fees are your responsibility.
12) Service Levels & Support
Saaranya Hospitality Technologies aims for high availability with planned maintenance windows. Specific SLAs may be defined in an Order Form or SLA addendum.
Support is provided during [insert hours/timezone] via [insert channel/email].
Beta features may be excluded from SLAs.
13) Suspension & Termination
Saaranya Hospitality Technologies may suspend or limit access immediately for (a) security risks, (b) suspected fraud, abuse, or unlawful activity, (c) failure to pay, or (d) requests by WhatsApp/Meta or regulators.
Either party may terminate for material breach not cured within 30 days of written notice.
Upon termination, your access ends; Saaranya Hospitality Technologies will delete or return Customer Content upon written request, subject to legal retention requirements and the Privacy Policy (e.g., 90‑day chat log retention).
14) Warranties & Disclaimers
You warrant you have obtained all necessary consents and have all rights to use Content with Vyola.
Saaranya Hospitality Technologies provides Vyola “as is” and disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, and non‑infringement.
Saaranya Hospitality Technologies does not warrant uninterrupted or error‑free operation or that AI Output will be accurate or suitable for any purpose.
15) Limitation of Liability
To the maximum extent permitted by law:
Saaranya Hospitality Technologies will not be liable for indirect, incidental, special, consequential, or punitive damages, or loss of profits, revenue, data, or goodwill.
Saaranya Hospitality Technologies’s total aggregate liability arising out of or related to the Services will not exceed the amounts paid by you to Saaranya Hospitality Technologies for the Services in the three (3) months preceding the event giving rise to the claim.
These limits apply regardless of the theory of liability and even if a remedy fails of its essential purpose.
16) Indemnification
You will defend, indemnify, and hold harmless Saaranya Hospitality Technologies and its affiliates, officers, and employees from any claims, damages, liabilities, costs, and expenses (including reasonable legal fees) arising from: (a) your Content; (b) your use of Vyola in violation of these Terms or law; (c) your breach of WhatsApp/Meta policies; or (d) any dispute between you and a Guest or third party.
17) Confidentiality
Each party may receive confidential information of the other. The receiving party will protect it with at least the same degree of care it uses for its own confidential information and will use it only to perform obligations under these Terms. Exceptions apply for information that is public, independently developed, or rightfully obtained from a third party.
18) Compliance, Export & Sanctions
You will comply with all applicable laws, including anti‑spam, consumer protection, telecom, anti‑corruption, and export control/sanctions laws. You will not use Vyola in embargoed countries or for prohibited end uses.
19) Force Majeure
Saaranya Hospitality Technologies will not be liable for delays or failures due to events beyond its reasonable control, including acts of God, internet or telecom failures, outages by WhatsApp/Meta, labor disputes, or governmental actions.
20) Changes to the Service or Terms
We may modify the Service or these Terms. Material changes will be notified via the dashboard or email. Continued use after the effective date constitutes acceptance. If you do not agree, you must stop using Vyola.
21) Governing Law & Dispute Resolution
Governing Law: These Terms are governed by the laws of India, without regard to conflict‑of‑laws principles.
Venue: Courts of New Delhi, India will have exclusive jurisdiction.
Parties will first attempt to resolve disputes through good‑faith negotiations; if unresolved after 30 days, either party may pursue remedies in court unless otherwise agreed (e.g., arbitration clause in an Order Form).
22) Notices
Legal notices to Saaranya Hospitality Technologies must be sent to legal@vyola.ai with a copy to privacy@vyola.ai and delivered to Saaranya Hospitality Technologies’s registered office at 1st Floor, H62, Sector 63 Rd, H Block, Sector 63, Noida, Uttar Pradesh 201301. We may provide notices to you via the dashboard, email on file, or your registered business address.
23) Miscellaneous
Entire Agreement: These Terms, the Privacy Policy, and any Order Forms/SLA/DPA constitute the entire agreement and supersede prior agreements.
Assignment: You may not assign or transfer these Terms without Saaranya Hospitality Technologies’s prior written consent; Saaranya Hospitality Technologies may assign to an affiliate or successor.
Severability: If any provision is unenforceable, the remainder will remain in effect.
No Waiver: Failure to enforce a provision is not a waiver.
Independent Contractors: The parties are independent contractors.
Headings: For convenience only and do not affect interpretation.
