General Terms and Conditions

1. Provider
   osotel is a product of innohive GmbH, Staubstrasse 15, 8038 Zürich, Schweiz, UID CHE-268.314.990, Handelsregister CH-020.4.089.861-2 ("innohive.ch", "we").
2. Subject of the contract
   osotel is a web-based software for managing hotel operations (reservations, invoices, staff, food & beverage, etc.), offered as a subscription in packages S, M and L (see Pricing). We provide the software in its current version and develop it continuously. Features may change in the process; we announce significant restrictions in advance.
3. Trial period
   New customers receive a free 7-day trial after activation. During the trial period, it can be cancelled at any time free of charge. If not cancelled, the subscription then converts into a paid subscription according to the chosen package.
4. Prices and payment
   The prices on the pricing page at the time of ordering apply, in Swiss francs and plus VAT. Fees are payable in advance, monthly or annually as chosen. Additional rooms, logins and add-on modules are activated once payment has been received. In the event of late payment, we may restrict access after an unsuccessful reminder; the data is retained. With the annual plan, the package comes with 2 months free; add-ons (Booking Engine, Channel Manager) are charged for all 12 months.
5. Package change
   An upgrade to a higher package is possible at any time with immediate effect. A downgrade, a reduction of rooms or logins and the cancellation of add-on modules can be requested at any time, but only take effect at the end of the current calendar year.
6. Refund
   Customers can request a refund within 1 month of the contract start. In this case, 90% of the amount already paid for the current billing period will be refunded.
7. Cancellation
   The subscription can be cancelled at any time, effective at the end of the current billing period. Customers can request an export of their data in a common format up to 30 days after the end of the contract. After that, we delete the data; backups are deleted when they expire as scheduled. Statutory retention obligations remain reserved.
8. Availability and backups
   We operate osotel with care and back up the data regularly. We aim for high availability but do not commit to any specific availability and do not guarantee uninterrupted or error-free operation. We announce planned maintenance where possible. In the event of data loss, we restore the most recent available backup; changes made since that backup may be lost.
9. Data & privacy
   Each hotel receives its own database, separate from other customers. Privacy policy. Customers are responsible for the data of their guests and employees. We process this data as a processor only to the extent necessary to operate osotel, to provide support on request or to resolve malfunctions and security incidents.
10. Where data is stored
    osotel's databases, files and backups are located in data centres in Switzerland (Switzerland North, Zürich). In transit, data passes through our network protection (Cloudflare) and, when emails are sent, through Microsoft 365. Services that customers activate themselves (e.g. Stripe, Channex or booking portals) process data under their own terms, in some cases also outside Switzerland.
11. No sharing of data
    We do not sell, rent or share the data of our customers and their guests, and we do not use it for advertising or our own analyses. Access is granted only to service providers we use for operations (Microsoft Azure for hosting, Cloudflare for network protection, Microsoft 365 for sending emails), to services that customers activate themselves, and to authorities where we are legally obliged to do so.
12. Responsibility for content and billing
    osotel is a tool for running a hotel. Customers check for themselves whether invoices, VAT, tourist taxes, guest registrations, prices and availability are correct and comply with the regulations that apply to them. We do not provide tax, legal or accounting advice.
13. Third-party services
    Connections to third-party providers (e.g. booking portals via Channex, online payments via Stripe, calendar sync via iCal) depend on their availability and terms. We are not liable for outages, delays or errors of these services or for their consequences, such as double bookings. Customers check bookings and availability regularly.
14. Access and duty of care
    Customers are responsible for their own access: they keep passwords secret, protect the devices used for two-factor sign-in, give employees only the roles they need and remove access for former employees immediately. Actions taken via their accounts are deemed to be their own. If the customer makes two-factor sign-in optional for individual roles, they bear the associated risk.
15. Suspicious activity
    If customers notice suspicious activity (e.g. unknown sign-ins, changed data or a lost device), they inform us immediately at info@innohive.ch and change the affected passwords. We help to investigate and may block access as a precaution.
16. Loss of the owner access
    If the owner no longer has access (e.g. a forgotten password without access to the email address, a lost device without recovery codes, or suspected misuse), we restore access on request. Beforehand we verify the identity outside osotel, for example by calling back the phone number stored in the contract and by checking an official ID or a commercial register extract. A new login address only takes effect 48 hours after notice has been sent to the previous address; during this time the change can be stopped via the link in the notice. If misuse is suspected, we can block the owner access immediately as a precaution. We never set a password ourselves.
17. Permitted use
    osotel may only be used for the lawful operation of accommodation and hospitality businesses. In the event of misuse, such as attempts to circumvent security measures or to disrupt the service, we may block access.
18. Liability
    We are only liable for damage that we cause intentionally or through gross negligence. Liability for slight negligence, for indirect and consequential damage (e.g. lost profit) and for damage caused by improper use, by third parties or by shared login credentials is excluded to the extent permitted by law. Our total liability is limited to the subscription fees paid in the last 12 months.
19. Changes to the terms
    We may amend these terms and will announce changes by email at least 30 days in advance. Anyone who does not agree may cancel the subscription with effect from the date the change takes effect.
20. Applicable law & jurisdiction
    Swiss law applies exclusively, excluding the UN Convention on Contracts for the International Sale of Goods (CISG). The place of jurisdiction is Zurich, Switzerland.

As of: 04.11.2026