Terms of Service

These Terms of Service ("Terms") govern your use of the Specter AI platform ("Service") provided by Specter Automations ("Specter", "we", "us"). By subscribing to or using the Service, you ("Client", "you") agree to these Terms.

Questions? Email us at hello@specterai.co.uk.

1. What the Service Is

Specter AI is an AI-powered operational intelligence layer for hotels. The Service processes guest and staff messages sent via WhatsApp, classifies them using artificial intelligence, routes them to the appropriate department, auto-handles certain categories where configured, and generates daily intelligence briefs from message data.

2. What the Service Is Not

Specter AI is an operational aid. It is not a replacement for hotel staff, management judgement, or emergency response procedures.

• Not a staffing replacement. The AI routes and classifies messages. Human staff must still act on escalated messages, handle complex situations, and manage guest relationships.
• Not 100% accurate. AI classification is highly reliable but not infallible. Messages may occasionally be misclassified, routed to the wrong department, or auto-handled when they shouldn't be. You should review auto-handle settings regularly and escalate edge cases.
• Not an emergency service. While the system flags messages containing emergency keywords and escalates them to your configured duty manager, it is not a substitute for calling 999, your hotel's fire alarm system, or any physical safety procedure.
• Not a medical or legal advisor. AI-generated responses and classifications should not be relied upon for medical, legal, or safety-critical decisions.

3. Your Responsibilities

For the Service to work effectively, you agree to:

• Configure duty manager contacts. At least one duty manager must be assigned and reachable via WhatsApp at all times. If no duty manager is configured, emergency escalations cannot be delivered.
• Review auto-handle settings. You control which message categories the AI handles automatically. Review these settings during onboarding and adjust as needed.
• Maintain accurate department and staff records. Routing depends on your department configuration. Keep staff contacts and department assignments up to date via the dashboard.
• Respond to escalated messages. The system routes messages to your staff. Response times depend on your team, not on Specter.
• Inform guests. You are responsible for informing guests that messages sent via WhatsApp are processed by an AI system. We provide suggested disclosure text during onboarding.

4. Liability Limitations

4.1 Missed Messages and Emergencies

Specter is not liable for missed messages or emergencies where:

• The hotel has not configured duty manager contacts
• Configured staff members' phone numbers are incorrect or unreachable
• The hotel's WhatsApp number is disconnected or not configured
• Staff fail to respond to correctly escalated messages
• The emergency is of a nature requiring immediate physical response (fire, medical emergency) — these should always be handled via direct action and 999, not WhatsApp

4.2 AI Classification Accuracy

AI classification operates on a best-effort basis. We continuously improve classification accuracy but do not guarantee 100% correct routing. Messages that are ambiguous, contain slang, or lack context may be misclassified. Auto-handled responses are generated based on your hotel's knowledge base — if the knowledge base contains inaccurate information, responses will reflect that.

4.3 General Limitation

To the maximum extent permitted by law, Specter's total liability for any claim arising from the Service is limited to the fees you have paid in the 3 months preceding the claim. Specter is not liable for indirect, consequential, or incidental damages including lost revenue, lost bookings, reputational damage, or guest dissatisfaction arising from AI classification decisions.

5. Pricing and Payment

Subscriptions are billed monthly via Stripe. The setup fee is charged with your first payment. Prices are in GBP and exclude VAT where applicable.

We may adjust pricing with 30 days' written notice. Price changes apply to the next billing cycle after the notice period.

6. Cancellation

• No lock-in. You can cancel your subscription at any time.
• How to cancel: Email hello@specterai.co.uk or cancel via the Stripe customer portal. Cancellation takes effect at the end of the current billing period.
• No refunds for partial months or setup fees.
• Data export: On cancellation, you may request an export of your hotel's message data, guest records, and daily briefs. We will provide this within 14 days of the request in CSV or JSON format.
• Data deletion: 30 days after cancellation, your data is permanently deleted from active systems. Archived data is deleted within 90 days.

7. Data Handling

We take data handling seriously. For full details, see our Data Processing Agreement and Privacy Policy.

In summary:

• Processing: Guest and staff messages are processed by Anthropic's Claude AI for classification. Message content is sent to Anthropic's API and is not used by Anthropic to train their models.
• Messaging: WhatsApp messages are sent and received via Twilio's WhatsApp Business API.
• Storage: All data is stored in a Supabase-hosted PostgreSQL database in the EU region. Data is encrypted at rest and in transit.
• Retention: Message data is retained for 90 days in active systems, then archived. Archived data is retained for the duration of your subscription plus 30 days.
• Access: Only authorised Specter team members can access your data, and only for service delivery and support purposes.

8. Service Level

• Uptime target: 99.5% monthly availability, measured by our monitoring systems.
• Planned maintenance: We will notify you at least 24 hours in advance of scheduled maintenance that may affect service availability.
• No financial penalty. The uptime target is a goal, not a guarantee with financial SLA credits. If we fall significantly below this target, we will work with you on a resolution.
• Dependency on third parties: Service availability depends on Twilio (WhatsApp delivery), Anthropic (AI processing), and Supabase (database). Outages at these providers are outside our control.

9. Intellectual Property

You retain ownership of your hotel's data, including message content, guest information, and operational data. We retain ownership of the Specter AI platform, algorithms, and system architecture.

Daily briefs and AI-generated responses are produced using your data and our technology. You may use, share, and reproduce these outputs freely within your hotel operations.

10. Acceptable Use

You agree not to:

• Use the Service to send spam, unsolicited marketing, or bulk messages to guests
• Attempt to reverse-engineer, copy, or replicate the AI classification system
• Share your dashboard login credentials with unauthorised parties
• Use the Service for any unlawful purpose

11. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes via email at least 14 days before they take effect. Continued use of the Service after changes take effect constitutes acceptance.

12. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

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If you have questions about these Terms, contact us at hello@specterai.co.uk.