Terms of Service

1. Definitions

• Deemora — the company identified at the end of these terms, operating the Deemora Concierge platform.
• Platform — Deemora Concierge: the software through which guest service requests are received, routed, coordinated, and resolved, together with its supporting features.
• Hotel — the property that has engaged Deemora and that offers the service to its guests.
• Guest — a person staying at, or being served by, the hotel, whose request is handled through the platform.
• Provider — a third party engaged to fulfil a service that a request calls for.
• Request — a guest's request for a service, as recorded in the platform.
• Quote — a price presented for a chargeable service, for the guest or the hotel to approve or decline.

2. Who these terms apply to

These terms apply to everyone who uses the platform or is served through it: hotels and their staff, guests whose requests are handled through it, and providers who receive work through it. Where a hotel or a provider has signed a separate written agreement with Deemora, that agreement governs the commercial and contractual relationship, and these terms describe the service alongside it. If the two conflict, the signed agreement prevails.

3. Deemora's role

Deemora provides the platform to hotels, and — where a hotel has engaged it to do so — provides concierge personnel and operational support. The hotel holds the guest relationship, sets the standard of service its guests receive, and decides which services it offers and on what basis. Deemora is not the merchant of record: where a service is paid for, payment runs on the hotel's own payment gateway and merchant account. Deemora is not a travel agent, tour operator, or reseller of the hotel's services under these terms, and does not itself contract with the guest for the delivery of the hotel's service.

4. The hotel's responsibilities

• Deciding which services it offers through the platform, and keeping their descriptions and availability accurate.
• Making sure its staff use the platform appropriately and that access is granted only to people who should have it.
• Handling the guest relationship, including anything a guest raises directly with the hotel.
• Meeting its own legal obligations to its guests, including those relating to personal data and to the services it offers.
• Where it uses its own communication or payment accounts, holding those accounts and complying with the terms of the providers behind them.

5. Guest requests

A request records what a guest has asked for. Submitting a request does not by itself guarantee that the service will be available, that it can be delivered at a particular time, or that it will be delivered at a particular price. Availability, timing, and price are confirmed through the service's own flow — including a quote where the service is chargeable — before the service is treated as agreed. A request may be declined, and not every request can be fulfilled; where that happens, the guest is informed.

6. Quotes and approvals

Where a service is chargeable, a quote is presented before the service proceeds. A quote states the amount for that service and is valid for the service and circumstances it was issued for. The service proceeds on the basis of the approval given. Whether an amount is charged, how it is collected, and how any refund is handled are matters between the guest and the hotel, under the hotel's own arrangements and its payment provider's processes; these terms do not create or vary any pricing, cancellation, refund, or settlement obligation.

7. Third-party providers

Some services are fulfilled by third-party providers. Where a provider carries out the service, the provider is responsible for performing it as described, including its own compliance, licensing, and safety requirements. The platform is used to coordinate that work and to keep it traceable.

8. Guest communications

Messages about a request may be sent through the channels the hotel uses — typically WhatsApp, SMS, or email — either from the hotel's own accounts or, where the hotel has engaged Deemora to provide them, from an account Deemora operates on the hotel's behalf. These messages relate to the guest's request and its status. Messaging is subject to the rules of the underlying channel, including those of the WhatsApp Business Platform, and delivery depends on that channel and on the recipient's device and network.

9. Accurate information

The service depends on the contact and request information provided being accurate. Anyone submitting a request is responsible for the accuracy of the contact details and request details they give, and for keeping them up to date. An incorrect contact number or email address may mean that messages about a request do not reach the intended recipient.

10. Acceptable use

• Do not use the platform for any unlawful purpose, or to submit content that is unlawful, abusive, or deliberately false.
• Do not attempt to access data, accounts, hotels, or areas of the platform that you are not authorised to access.
• Do not interfere with the operation or security of the platform, or attempt to circumvent its controls.
• Do not use the platform to send unsolicited marketing, or to misuse the messaging channels connected to it.

Access may be suspended or withdrawn where there is a well-founded concern about misuse, fraud, or a breach of these terms, or where suspension is necessary to protect the service or the people using it.

11. Availability

Deemora works to keep the platform available and to resolve problems promptly, and maintenance and updates are carried out as part of running it. The platform may nevertheless be unavailable or degraded at times, including because of maintenance, faults, or the failure of a third-party network or service. These terms do not state a service level; where a hotel has agreed one, it is set out in that hotel's written agreement.

12. Intellectual property

The platform, its software, and its content — other than content supplied by a hotel, a guest, or a provider — belong to Deemora or its licensors. Nothing in these terms transfers ownership. A hotel's own brand, content, and data remain the hotel's.

13. Third-party services and charges

Where a hotel uses its own communication accounts or its own payment gateway, those services are supplied by the third party concerned and are subject to that third party's terms. Charges raised by those third parties for their own services are payable by the hotel directly to them.

14. Commercial terms

Fees, packages, staffing arrangements, invoicing, payment schedules, settlement, term, and termination are governed by the written agreement between Deemora and the hotel. Prices, estimates, and package descriptions published on Deemora's public pages are planning guidance and are not a binding quotation or a contractual offer. Nothing in these terms creates a pricing, commission, cancellation, refund, or settlement obligation.

15. Responsibility and limits

Each party is responsible for meeting its own obligations. Deemora is responsible for operating the platform, and for the concierge personnel it provides where a hotel has engaged that service. The hotel is responsible for the services it offers to its guests and for its own guest relationship, and a provider is responsible for the service it performs. To the extent permitted by applicable law, Deemora is not responsible for loss arising from the acts or omissions of a hotel or a provider, from a third-party network or service, or from inaccurate information supplied to the platform. Where a hotel has a written agreement with Deemora, any limitation or allocation of liability is the one set out in that agreement. Nothing in these terms excludes or limits liability where the applicable law of the Kingdom of Saudi Arabia does not permit it.

16. Changes to these terms

These terms may be updated from time to time. The updated version takes effect when it is published on this page, and the effective date above is revised accordingly. Changes do not alter the terms of a written agreement already in force between Deemora and a hotel.

17. Governing law

These terms are governed by the laws of the Kingdom of Saudi Arabia, and the competent courts of the Kingdom have jurisdiction, unless the applicable law provides otherwise.

18. Support and contact

Guests should raise anything about a request with the hotel in the first instance, since the hotel holds the guest relationship. Questions about these terms or about the platform itself can be sent to support@deemora.co.