Terms of use

1. Who provides the service

Livyo is a service of HIBCN APARTMENTS SL, tax ID (NIF) B56824360, with registered address at calle Bailén 50, entresuelo 1.ª, 08009 Barcelona. In the rest of the document we call it “Livyo”, “we”.

These terms apply to the company that hires Livyo to manage its properties: we call it “the Client” or “you”. Livyo is a business-to-business service. It is not aimed at consumers.

Sign-up is not automatic: you ask us for access from the website or by email, and we create your account and set up the service with you. By activating your account or starting to use the assistant, including the free trial, you accept these terms. Whoever accepts them declares that they can do so on behalf of their company.

2. What Livyo is

Livyo is an artificial intelligence assistant for messaging with guests. Specifically:

• It reads your guests' messages from the management software (PMS) you already use, through the access key that you give us.
• It drafts and sends replies on your behalf, based on the context of each property and the rules you configure.
• It escalates to a person whatever it cannot resolve or whatever you have marked for a human to see.
• It keeps the history of those conversations and of escalated cases in Livyo's database, hosted in the European Union, so that you can supervise them and correct the service.
• It gives you a portal (portal.livyo.ai) to configure the properties, review what the assistant knows, correct it and manage your team's access.

The specific scope (which properties are active, which channels, what is answered automatically and what is escalated) is configured by you on the portal.

Livyo is not your PMS, nor a sales channel, nor a payment system. We do not change prices, we do not cancel bookings and we do not charge your guests anything.

3. The assistant can make mistakes

If you spot an error in a reply, you can correct the knowledge base from the portal. The assistant will use the corrected information from that moment on, but that does not guarantee either that it will not make a mistake again.

4. You decide what reaches your guests

The messages the assistant sends go out in your name, through your channels and under your brand. Towards your guests, you are the party responsible for those messages.

This means you assume final responsibility for:

• what the assistant communicates to your guests, including erroneous replies;
• the commercial commitments arising from those replies (schedules, conditions, prices, services);
• compliance with the rules that apply to your activity (tourism, consumer, tax, guest registration).

Livyo provides the tool and maintains it. It does not replace your judgement or your obligation to supervise.

5. Transparency about the use of AI

Your guests must be able to know that they are talking to an artificial intelligence system. The European Artificial Intelligence Regulation requires this (Article 50). For now, the assistant does not include any notice to guests by itself; the split is as follows:

• You undertake not to present the assistant as if it were a person: for example, do not sign its messages with the name of someone on your team and do not tell guests that a human is dealing with them when that is not the case.
• Livyo provides you with a recommended notice text and you decide how to show it to your guests: in your messaging channels, in your automatic messages or in the pre-stay information. You may adapt it, as long as it still clearly says that an AI is replying. In the future, Livyo may add an automatic notice:
  • En español: «Respondemos con la ayuda de un asistente de IA; si lo necesitas, una persona del equipo te atenderá.»
  • In English: “We reply with the help of an AI assistant; if you need it, a member of our team will help you.”

In addition:

• The assistant escalates to a person when it is not sure or when the case falls under the escalation rules you have configured.
• A human can take control of any conversation at any time.
• The assistant does not make automated decisions with legal effects on guests, nor ones that similarly significantly affect them: it does not approve or deny bookings, does not apply penalties, does not assess profiles.

6. Your obligations

6.1 Truthful and up-to-date information

The assistant replies with the information you give it. You undertake that the knowledge base (details of each property, house rules, access instructions, schedules, contacts) is accurate and up to date. If you change a lock, a schedule or a rule, update it.

6.2 Lawful use

You will use Livyo in accordance with the law and you will not use it to send unsolicited commercial communications, unlawful, misleading or discriminatory content, nor to impersonate third parties, nor to evade legal obligations of your activity.

6.3 Credentials and access

You are responsible for the access keys to your PMS that you provide to us and for your team's accounts on the portal: for whom you invite, for revoking access when someone leaves your company and for notifying us without delay if you suspect that an account or a key has been compromised. We store the PMS keys encrypted and never show them in full again.

6.4 Informing your guests

It is up to you to inform your guests that an automatic assistant replies to their messages and how their data is processed, and to include in your own privacy policy whatever is necessary because of the use of Livyo.

6.5 Rights over the information you give us

You guarantee that you have the right to provide us with the information and access you give us, including those of your PMS and the documents used to feed the knowledge base.

7. Personal data

With regard to your guests' messages and data, you are the controller and Livyo acts as the processor: we process that data following your instructions and only to provide you with the service.

That includes storing it: your guests' messages, the assistant's replies and the associated booking data are stored in Livyo's database, in the European Union, for a maximum of 24 months.

The conditions of that processing (purpose, categories of data, security measures, sub-processors, deletion at the end) are in the Data processing annex, which forms part of this contract.

The data of the people on your team who use the portal and of those who contact us from the website is processed by us as controllers. This is explained in the Privacy policy.

8. Price, billing and cancellation

8.1 Free trial

You can try Livyo 14 days free, no card needed. The trial does not turn into a paid subscription on its own: when it ends you decide whether to continue. If you do not sign up, we deactivate the assistant and process the data as at the end of the contract (section 12). During the trial these terms apply, with two particularities:

• The service is offered as is, with no commitments on availability or service level (SLA).
• As the trial is free, Livyo's total liability during the trial, for any cause and adding up all claims, will not exceed 100 euros. This limit does not apply in cases of wilful misconduct or gross negligence, nor in the other cases where the law does not allow liability to be limited.

8.2 Price

The price in force is the one published on the pricing page or the one we have agreed with you in writing. In summary:

• You pay per active property per month, with unlimited messages. If you choose the annual option shown on the pricing page, the year is invoiced in advance.
• There is no set-up fee and no commission per booking.
• Prices do not include VAT; the VAT in force is applied.

8.3 Billing and payment

• Invoicing is in advance and without proration: each month if you choose the monthly option, or the whole year if you choose the annual one (the year is paid as 10 months). Each period starts counting from the day you pay.
• If you change the number of active properties, the amount is adjusted in the next period.
• If a payment is not received by the due date, we will notify you by email. If it is not settled within the 15 days following the notice, we may suspend the service until it is paid. Overdue amounts accrue the late-payment interest provided for in Law 3/2004 on combating late payment in commercial transactions.

8.4 Cancellation and price changes

• There is no minimum term: you can cancel whenever you want and you keep using Livyo until the period already paid ends. We do not refund the unused part of the current period.
• We may change prices by notifying you by email at least 30 days in advance. The change applies from the next billing period and, if you do not accept it, you can cancel at no cost before it takes effect.

9. Suspension for misuse

We may suspend the service, in whole or in part, if:

• you use Livyo in a way that is contrary to the law or to these terms;
• the use puts at risk the security, integrity or availability of the service for other clients;
• there are unpaid amounts not settled within the period in section 8.3;
• an authority or a provider on which the service depends requires us to.

Unless urgency or the law prevents it, we will notify you beforehand and give you the opportunity to put it right. The suspension is lifted when the cause disappears.

10. Intellectual property and confidentiality

Livyo, its software, its portal, its brand and its documentation are ours. We give you a non-exclusive, non-transferable right of use, limited to the duration of the contract.

What you contribute is yours: the information about your properties, your knowledge base, your rules, your data and the conversations with your guests. You authorise us to use them only to provide and maintain the service for you.

If you send us suggestions or comments about the product, we may use them to improve it without this giving you any right over the result.

Both parties will keep secret the non-public information we learn about the other through the contract (data about your properties and your business, in your case; technical and commercial details of Livyo, in ours) and will use it only to perform the contract. This does not apply to information that is already public or that a law or an authority requires us to disclose.

11. Limitation of liability

To the extent the law allows:

• Livyo's total liability towards you, for any cause and adding up all claims, will not exceed the amount you have paid us in the 12 months before the event giving rise to it. During the free trial, the limit in section 8.1 applies.
• We are not liable for indirect damages: loss of profit, loss of revenue, loss of business opportunities, reputational damage, loss of data or of clientele, nor for damages that were not reasonably foreseeable.
• We are not liable for the failures, interruptions or decisions of third parties on which the service depends (your PMS, messaging platforms, infrastructure or AI model providers), nor for incorrect information that you enter in the knowledge base.

These limits do not apply to the cases where the law does not allow liability to be limited, such as wilful misconduct, gross negligence or harm to persons. Nor do they affect the rights that data protection regulations give guests and other data subjects against either of the parties.

Livyo assumes no indemnification commitments beyond what is provided in this section. For your part, if a third party (for example, a guest or an authority) makes a claim against Livyo because of the information you have configured in the service or because of a use of Livyo contrary to these terms, you will take charge of that claim and of the reasonable costs it causes us.

12. Duration and end of the contract

The contract renews for periods equal to the billing period as long as neither party cancels it. You can cancel at any time by writing to us at hola@livyo.ai; the contract ends when the period already paid ends.

We may also terminate it:

• without needing a reason, giving you at least 30 days' notice; if you had already paid for a period that goes beyond that date, we refund the unused part;
• if you seriously breach these terms and do not remedy it within the 15 days following our notice (or immediately, if the breach cannot be remedied or the law requires it).

When the contract ends:

• the assistant is deactivated and access to the portal is closed;
• we delete the access keys to your PMS;
• you can ask us for a copy of your data (conversations, escalated cases, knowledge base and configuration) in a structured, commonly used format, before the end of the contract or within the following 30 days;
• after that period, we delete the guest data stored in our database, on the terms of the Data processing annex.

The clauses on intellectual property, confidentiality, limitation of liability and governing law remain in force after the end of the contract.

13. Changes to these terms

We may update these terms. When the change is significant for you, we will notify you by email to your account's contact address and by a notice on the portal, at least 30 days in advance. Minor changes (corrections, clarifications) are published on this page with a new update date.

If you do not accept a significant change, you can cancel at no cost before it takes effect. If you keep using the service after that date, we understand that you accept it.

The contract is concluded in Spanish. Each version of these terms carries an identifier and a date (the one in force appears at the top of this page). Livyo archives all versions, and you can ask us for a copy of the one you accepted, or of any other, by writing to hola@livyo.ai.

14. Governing law and courts

These terms are governed by Spanish law.

For any dispute, the parties submit to the courts and tribunals of the city of Barcelona, waiving any other jurisdiction that might correspond to them.

15. Contact

For any question about these terms: hola@livyo.ai.

Postal address: calle Bailén 50, entresuelo 1.ª, 08009 Barcelona.

Last updated: 5 October 2026