Terms of
Service.

1. Introduction and acceptance of Terms

These Terms of Service (“Terms”) govern access to and use of BaltIQ, an AI-assisted guest communication and hospitality operations platform operated by BaltIQ Novum OÜ (registry code 17557215), registered at K. Kärberi tn 37, Lasnamäe linnaosa, Tallinn, Harju maakond, 13919, Estonia (“BaltIQ Novum”, “we”, “us”).

By creating an account, accessing, or using BaltIQ, the customer (“Customer”, “you”) accepts these Terms. If you use BaltIQ on behalf of a hotel, hotel group, or other business, you confirm that you are authorised to bind that business, and these Terms apply to that business.

2. Description of BaltIQ and its services

BaltIQ is a business-to-business software-as-a-service and AI software product designed primarily for hotels, hotel groups, serviced apartments, and other hospitality businesses. It helps hospitality teams manage guest communication, reservations, reviews, guest profiles, and related operational workflows, including by drafting responses and suggesting or preparing actions for staff review.

The exact scope of the services available to a Customer may depend on the selected subscription plan, a separate written agreement, or an order form concluded between the Customer and BaltIQ Novum.

3. Eligibility and business use

BaltIQ is intended for business use only. By using the service you confirm that you act in a professional or business capacity and not as a consumer, and that the individuals you grant access to are authorised members of your organisation.

4. User accounts and access credentials

Access to BaltIQ is provided through individual user accounts. You are responsible for maintaining the confidentiality of access credentials, for enabling and maintaining any required additional authentication measures, and for all activity carried out under your accounts. You must notify us promptly if you suspect unauthorised access.

5. Third-party integrations

BaltIQ can connect to third-party services, including Google, Gmail, Google Business Profile, property management systems (PMS), messaging channels, APIs, and other external services, at the Customer's direction.

Your use of any third-party service through BaltIQ is also governed by that third party's own terms, policies, technical limitations, and availability. BaltIQ Novum is not responsible for outages, restrictions, suspensions, or changes caused by third-party platforms or APIs outside its reasonable control, and such events may affect the related functionality of BaltIQ.

6. Customer responsibilities

You are responsible for obtaining all permissions and consents necessary to connect your accounts and data to BaltIQ, for providing accurate and up-to-date information, and for using the service in compliance with all applicable laws and regulations, including data protection, consumer protection, and hospitality-related rules that apply to your business.

You are also responsible for the configuration of the service within your organisation, including which staff members may review, approve, or send communications and actions prepared by BaltIQ.

7. AI-generated content and automated actions

BaltIQ uses artificial intelligence to draft responses, summaries, recommendations, and prepared actions. AI-generated output may contain errors, omissions, or inaccuracies, and may not always reflect the most recent state of your systems or your guests' requests.

BaltIQ Novum does not guarantee the accuracy of AI-generated content, the accuracy of reservation or pricing information derived from connected systems, revenue growth, or any particular business outcome. AI-generated responses, recommendations, and actions should be reviewed by appropriately authorised staff before being relied upon or sent, particularly for matters such as cancellations, refunds, complaints, pricing, or contractually significant commitments.

8. Human oversight and responsibility for important decisions

BaltIQ is designed to support, not replace, human judgement in hospitality operations. The Customer remains responsible for decisions affecting its guests, reservations, pricing, and business relationships, and for ensuring that an appropriate level of human oversight is applied to important or sensitive matters.

9. Customer and guest data

The Customer retains its rights and control over its business data and its guests' data, subject to applicable agreements and applicable law. BaltIQ Novum does not claim ownership of Customer, hotel, or guest data.

The Customer is the controller of guest data processed through BaltIQ and is responsible for having a lawful basis for such processing. BaltIQ Novum processes such data on the Customer's instructions in order to provide the service, in accordance with the applicable data processing arrangements.

10. Privacy

Our processing of personal data is described in a separate Privacy Policy, which forms part of these Terms. Please review it to understand how personal data is collected, used, and protected.

11. Intellectual property

BaltIQ, including its software, design, documentation, and brand, and all related intellectual property rights, belong to BaltIQ Novum OÜ or its licensors. These Terms grant you a limited, non-exclusive, non-transferable right to access and use the service for your internal business purposes during the term of your subscription or agreement. No other rights are granted.

12. Acceptable use and prohibited activities

You must not use BaltIQ to violate any law or third-party rights; to send unsolicited, deceptive, or harmful communications; to attempt to gain unauthorised access to systems or data; to reverse engineer or copy the service except as permitted by law; to interfere with the service's security or availability; or to use the service to process data you have no right to process.

13. Service availability, maintenance, updates and modifications

We work to keep BaltIQ reliable, but we do not guarantee uninterrupted, timely, or error-free operation. The service may be unavailable from time to time due to maintenance, updates, or circumstances beyond our reasonable control, including the availability of third-party platforms and APIs.

We may update, modify, or discontinue features of the service. Where a change materially reduces the functionality you have paid for, we will endeavour to provide reasonable notice.

14. Fees and paid services

Certain parts of BaltIQ are provided for a fee. Pricing, invoicing, and other commercial conditions may be governed by a separate agreement, subscription plan, or order form concluded between the Customer and BaltIQ Novum. In case of conflict, the separate agreement, subscription plan, or order form prevails over these Terms with respect to commercial conditions.

15. Suspension and termination

We may suspend or restrict access to BaltIQ where reasonably necessary, for example to address security risks, unlawful use, material breach of these Terms, or non-payment, and will endeavour to notify the Customer where practicable. Either party may terminate the service relationship in accordance with the applicable agreement or subscription terms. Upon termination, access to the service ends, subject to any data retrieval arrangements agreed between the parties.

16. Third-party services disclaimer

Third-party services integrated with BaltIQ are provided by their respective providers under their own terms. BaltIQ Novum does not control and is not responsible for the content, functionality, availability, security, or changes of third-party services, and disclaims liability for issues arising from them to the extent permitted by applicable law.

17. Limitation of liability

To the maximum extent permitted by applicable law, BaltIQ Novum OÜ is not liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, data, goodwill, or business opportunities, arising from or related to the use of BaltIQ.

To the maximum extent permitted by applicable law, BaltIQ Novum's aggregate liability arising from or related to these Terms or the service is limited to the fees paid by the Customer for the service in the twelve (12) months preceding the event giving rise to the claim. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law.

18. Disclaimer of warranties

Except as expressly stated in a separate written agreement, BaltIQ is provided “as is” and “as available”. To the extent permitted by applicable law, we disclaim all other warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement, and we do not warrant that the service will be uninterrupted, error-free, or that AI-generated output will be accurate or complete.

19. Indemnification

To the extent permitted by applicable law, the Customer agrees to indemnify and hold BaltIQ Novum harmless from claims, damages, and expenses arising from the Customer's unlawful use of the service, its violation of these Terms, or its infringement of third-party rights, including in connection with data the Customer processes through the service without the necessary rights or consents.

20. Governing law and jurisdiction

These Terms are governed by the laws of the Republic of Estonia, without regard to conflict-of-law rules. Any disputes arising from or related to these Terms or the service shall be resolved in the courts of the Republic of Estonia, unless mandatory applicable law provides otherwise.

21. Changes to these Terms

We may update these Terms from time to time. The current version is published at https://baltiqnovum.com/terms with its last-updated date. Where a change is material, we will endeavour to notify customers in advance, for example by email or through the service. Continued use of BaltIQ after the updated Terms take effect constitutes acceptance of the updated Terms.

22. Contact information

BaltIQ Novum OÜ, registry code 17557215. Registered address: K. Kärberi tn 37, Lasnamäe linnaosa, Tallinn, Harju maakond, 13919, Estonia. Email: edward@baltiqnovum.com. Website: https://baltiqnovum.com/