Terms of Service

Permanent URL of this version: https://www.oasisguestlab.ai/legal/terms/v1.0/ Current version always at: https://www.oasisguestlab.ai/legal/terms/

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1. Who you are contracting with

Oasis Guest Lab is a service of Lux Oasis Advisory & Services LLC, a company registered in the Sharjah Free Zone (SHAMS), United Arab Emirates, licence number 2645909, TRN 104722180700003 ("we", "us", "our").

Contact: info@luxoasisadvisory.com · WhatsApp +971 58 508 9283

Lux Oasis Advisory & Services LLC and Lux Oasis Holiday Homes are two separate companies registered in the United Arab Emirates. Neither owns the other. Lux Oasis Holiday Homes holds a DTCM licence and operates a short-term rental portfolio in JBR, Dubai Marina and Downtown Dubai. It is our operating partner: the live operation in which our systems and methods are tested before they are offered to clients. Lux Oasis Advisory & Services LLC does not hold a DTCM licence and does not operate short-term rental accommodation.

"You" and "your" mean the business that signs the Order Form or creates an account. You are the operator of the accommodation units connected to the Service.

2. The documents that make up this agreement

This agreement is made up of:

1. these Terms of Service;
2. the Order Form you sign, which sets out your units, your tier, your rates and your start date;
3. the Data Processing Addendum at https://www.oasisguestlab.ai/legal/dpa/, which is incorporated into this agreement by reference and applies to all personal data we process on your behalf;
4. the Acceptable Use Policy at https://www.oasisguestlab.ai/legal/aup/;
5. the Sub-processor List at https://www.oasisguestlab.ai/legal/sub-processors/.

If they conflict, the Order Form comes first, then the Data Processing Addendum, then these Terms, then the Acceptable Use Policy, then the Sub-processor List. The Privacy Policy and the Cookie Policy describe what we do with personal data; they are not part of this contract.

3. How this agreement is accepted

You accept this agreement by ticking the box presented at account creation or onboarding, which is never pre-ticked, or by signing an Order Form. The wording of the checkbox is:

I have read and agree to the Terms of Service, the Privacy Policy and the Data Processing Addendum.

We record your user ID, email address, the UTC timestamp, the IP address and the version identifier of each document you accepted. Continuing to use the Service is not, by itself, acceptance of anything.

Nothing on our website is an offer. Prices published on our website are an invitation to discuss, and become binding only when they are written into a signed Order Form.

4. What the Service is

Oasis Guest Lab is an AI guest communication platform. For each accommodation unit you onboard, we build a structured knowledge layer from the unit data you supply, connect that unit to a WhatsApp number through the official WhatsApp Business API, generate replies to guest messages using that unit's data, escalate conversations to your team according to the rules configured for your account, and give your team a Chatwoot dashboard from which to read, take over and continue any conversation.

Every plan includes the unit-specific AI knowledge layer, WhatsApp Business API integration, the Chatwoot operator dashboard, human escalation logic, and ongoing platform updates.

The Service is a communication tool. It is not a guest service, a property management service, a security service, a medical service, an emergency service or a legal service.

5. Units, tiers and what you pay

5.1 What a unit is

A unit is one lettable accommodation (an apartment, a villa, a room or a similar space) that is onboarded to the Service with its own knowledge layer. A unit is chargeable from the day it is activated until the day it is deactivated, whether or not it is occupied and whether or not any guest sends a message. Buildings, listings and channel accounts are not separately chargeable.

5.2 Tiers

Your rate per unit per month depends on the number of active units on your account:

All rates are per unit per month. Your tier, your introductory rate and your standard rate are written into your Order Form before service starts, and those figures govern.

5.3 The rate hold

Your introductory rate is held for twelve months from the Service Start Date stated in your Order Form. During those twelve months we will not increase it.

From the first billing month after that twelve-month period ends, the standard rate for your tier applies automatically. We will remind you in writing at least 60 days before it takes effect.

We will not charge more than the standard rate stated in your Order Form for a further twelve months after the rate hold ends, so your Order Form fixes your maximum per-unit price for twenty-four months from the Service Start Date. After that we may change the standard rate on 60 days' written notice. If we do, you may terminate this agreement with effect from the day before the new rate takes effect, without penalty and without paying the increase.

Changing tier does not restart, extend or shorten the twelve-month rate hold. The hold runs from the Service Start Date.

5.4 Changing the number of units

Unit counts are assessed on your billing date.

• Adding units. A unit added part way through a billing month is charged pro rata from the day it is activated, at the rate of the band that unit falls into.
• Removing units. Tell us in writing. Removal takes effect at the end of the billing month in which you tell us. Part months are not refunded.
• How the bands work. Pricing is graduated. Each unit is charged at the rate of the band that unit falls into, not at a single rate applied to your whole account. Your first 10 units are charged at the Starter rate, units 11 to 30 at the Growth rate, units 31 to 60 at the Scale rate, and units 61 to 100 at the Portfolio rate. Adding a unit therefore always increases your total, and your effective cost per unit falls as you grow. The tier name shown against your account is the band your most recent unit falls into.
• Passing 100 units. Above 100 active units, pricing is agreed in writing and recorded in an amended Order Form. Until it is agreed, the Portfolio rate continues to apply.

5.5 No per-message fees, no setup fee

We do not charge you per message, per conversation or per guest. WhatsApp conversation charges incurred through our WhatsApp Business Solution Provider for messages sent and received through the Service are included in the fees, unless your Order Form says otherwise.

If message volume on your account becomes materially and persistently higher than normal guest communication for a comparable portfolio, we will raise it with you in writing and we will try to agree a fair variation. If we cannot agree within 30 days, either party may terminate on 30 days' written notice. We will not apply a usage charge you have not agreed in writing.

We do not charge an onboarding or setup fee unless one is stated in your Order Form. If your Order Form does not state one, there is none.

5.6 VAT

All fees are exclusive of VAT. Where UAE VAT applies, it is charged in addition at the rate in force at the time of supply. We are registered for VAT under TRN 104722180700003.

5.7 Packages across more than one of our services

Where a single Order Form covers Oasis Guest Lab together with another of our services, each service is governed by its own terms and each fee line is identified separately on the Order Form. You get one point of contact. You do not get one combined liability cap unless we agree that in writing on the Order Form.

6. Payment

• Invoicing. Monthly in advance.
• Payment window. 14 days from the invoice date.
• Method. Bank transfer to the account stated on the invoice.
• Late payment. We may suspend the Service after written notice.
• Suspension. Suspension does not terminate this agreement and does not suspend the fee. Fees continue to accrue while the Service is suspended for non-payment.
• Refunds. Fees already paid are not refunded on early termination, unless we have materially breached this agreement, or unless a refund is expressly provided for elsewhere in this agreement (see clauses 5.3, 9.4 and 11.3).

7. What you are responsible for

7.1 Unit data

You supply the unit data: access codes, entry instructions, parking, appliances, house rules, check-in and check-out times, local information, and anything else you want the AI to be able to say. You warrant that the unit data you provide is accurate, current, lawful and yours to provide, and that you have the right to have it used in guest communication. You must keep it up to date, and you must tell us promptly when something changes that a guest could act on, such as an access code, a lock, a lift, a utility or an emergency contact.

The AI answers from the data you give it. If that data is wrong, the answer will be wrong.

7.2 Supervision, escalation and emergencies

You keep supervisory responsibility for guest communication on your units. You must:

• nominate at least one named person and one monitored channel to receive escalations, and keep those details current with us;
• have a human available to deal with matters involving safety, security, emergencies, injury or illness, medical questions, allegations of crime, legal or regulatory matters, disputes, refunds and any matter requiring judgement;
• review escalated conversations and intervene where human attention is needed;
• maintain a route by which a guest can reach a human, and not present the Service as your only contact method for emergencies.

The Service is not an emergency service and must not be relied on as one. We do not warrant that every message needing human attention will be identified and escalated.

We are not asking you to read every message. We are asking you to be reachable, to keep an escalation route open, and to be the human in the loop for the categories above.

7.3 Platform compliance

You must comply with the WhatsApp Business Messaging Policy, the WhatsApp Business Terms, the Meta Platform Terms and any other Meta or WhatsApp policy applicable to your use of the Service, each as amended from time to time by Meta. Those policies are passed through to you and form part of your obligations under this agreement. They are Meta's documents; we do not control them and we cannot vary them.

You must also comply with the Acceptable Use Policy and with applicable UAE law, including law governing short-term rental operation, consumer protection, electronic communications and personal data.

7.4 Your account

Keep your credentials secure. You are responsible for what is done through your account. Tell us promptly if you think it has been compromised.

8. The WhatsApp Business Account

Unless your Order Form states otherwise:

1. You own it. The WhatsApp Business Account, the Meta Business Manager assets, the phone number, the verified business name, the display name, the message templates and the quality rating associated with your units are yours.
2. Where we set it up, we do it for you. If we register, verify or configure any of those assets on your behalf, we do so as your agent and for your benefit. They remain yours.
3. On exit we hand it back. On termination, at your written request and at no charge, we will do what is reasonably within our control to transfer or release the WhatsApp Business Account, the phone number and the associated assets to you or to a provider you nominate. What is actually possible depends on Meta's own processes and on your compliance with them. We cannot guarantee an outcome that Meta controls.
4. Phone numbers. A phone number registered to the WhatsApp Business API cannot be used in the ordinary WhatsApp or WhatsApp Business app at the same time. Migrating a number in or out is subject to Meta's process.

If you want us to hold the WhatsApp Business Account instead, that must be recorded on the Order Form, with the exit arrangement written out.

9. Suspension

9.1 When we may suspend

We may suspend the Service, in whole or in part, immediately and without prior notice where:

• Meta, WhatsApp or our WhatsApp Business Solution Provider requires it, restricts your number, or restricts our access;
• your use puts our platform access, our provider relationships or another client's service at risk;
• we reasonably believe your use breaches the Acceptable Use Policy, the WhatsApp and Meta policies, or applicable law;
• there is a security incident or a credible threat to the Service.

We may also suspend for non-payment after written notice, under clause 6.

9.2 What we do when we suspend

We will tell you why, as soon as we reasonably can, and we will suspend no more than is necessary. We will work with you to get the Service restored where the cause can be fixed.

9.3 What suspension does not do

Suspension does not terminate this agreement and, except under clause 9.4, does not suspend the fee.

9.4 Long suspensions that are not your fault

If we suspend the Service for more than seven consecutive days for a reason that is not your act or omission and not your breach, we will credit the fees for the suspended period, and either party may terminate on written notice.

10. AI output, accuracy and availability

10.1 The AI is probabilistic

The Service uses artificial intelligence. AI output is probabilistic, not deterministic. It is generated by predicting language, not by looking up a certified answer. It can be wrong, incomplete, out of date, oddly phrased, or wrong in a language other than English even where it is right in English. Identical questions can produce different answers.

We build the AI to answer from your unit's own data and we design it to escalate rather than guess. We do not warrant that the output will be accurate, complete or fit for any particular purpose, and we do not warrant that it will never state something incorrect about a unit.

10.2 Translation

Where the Service replies in a language other than the language of the unit data, the reply is machine translated or machine generated. We do not warrant translation accuracy.

10.3 Availability

We do not offer an uptime commitment or a service level agreement at this stage, and none is implied by anything on our website, in a demonstration, in a mock-up or in a proposal. Response-time figures shown in website illustrations are illustrations, not commitments.

If we introduce a service level commitment, it will be published as a separate document, incorporated into this agreement by reference, and applied from the date stated in it. Where a service level commitment applies and we fail to meet it, service credits calculated under that document are your sole and exclusive remedy for that failure.

10.4 Things outside our control

The Service depends on Meta and WhatsApp, on our WhatsApp Business Solution Provider, on our hosting provider, on our AI provider and on your property management system. We are not responsible for their outages, policy changes, price changes or decisions to restrict or withdraw access. If one of them makes the Service impossible to provide, we will tell you promptly and either party may terminate on written notice, with a refund of fees paid for any period after termination.

11. Your data, and what we may do with it

11.1 What is yours

You own the unit data you provide. As between you and us, you also own the guest conversation data generated through your account. We claim no ownership over either. Together these are your Client Data.

11.2 The licence you give us

You grant us a non-exclusive, worldwide, royalty-free licence for the term of this agreement to host, store, copy, transmit, display, adapt and otherwise process Client Data:

1. to provide, maintain, secure and support the Service for you;
2. to comply with law; and
3. to create Aggregated and De-identified Data as defined in clause 11.3.

That is the whole of the licence over identifiable Client Data. It ends when this agreement ends, except for the deletion and export steps in clause 13.

11.3 Aggregated and De-identified Data

Aggregated and De-identified Data means data derived from Client Data from which all of the following have been removed or irreversibly obscured: names, phone numbers, email addresses, booking references, unit and building identifiers, your identity as our client, and any other information that could reasonably be used, alone or with other information reasonably available to us, to identify a guest, a member of your team, a unit or you.

We may use Aggregated and De-identified Data during and after the term to improve and train our models and prompts, to benchmark and measure service quality, and for product analytics. We may publish statistics derived from it, provided nothing published identifies you, a guest, a unit or a portfolio.

We will not attempt to re-identify Aggregated and De-identified Data, and we will not permit anyone else to.

11.4 What we will not do

We will not use identifiable guest personal data, or the content of guest conversations in a form from which a guest or any other individual can reasonably be re-identified, to train, fine-tune, evaluate or improve any model, for benchmarking, or for product analytics.

Doing so would be processing for our own purposes, which would make us a controller of that data rather than your processor. We do not do it, we are not permitted by this agreement to do it, and if we ever wanted to, we would have to come to you first and agree a separate written basis for it.

We do not sell personal data. We do not use guest data for marketing, ours or yours.

We will only use AI providers on terms that do not permit the provider to use content submitted through the Service to train the provider's own models. Where that is not the case for a given provider, we will say so plainly in the Sub-processor List.

11.5 Our intellectual property

The platform, the software, the prompts, the knowledge-layer structure, the escalation logic, the interfaces and everything we build remain ours. Nothing in this agreement transfers any of it to you. You get a right to use the Service during the term, and nothing more. If you give us feedback, we may use it without obligation to you.

11.6 Third-party marks

Third-party names, logos and trademarks are the property of their respective owners. Their appearance on this site indicates the tools and platforms we work with. It does not imply any endorsement, sponsorship or affiliation beyond any partner status we expressly state and hold.

12. Term, termination and notice

This agreement starts on the Service Start Date and continues month to month. There is no minimum term.

Either party may terminate on 30 days' written notice, taking effect at the end of the billing month in which the notice period expires.

We may terminate immediately on written notice if you commit a material breach that you do not remedy within 14 days of being asked to, if you fail to pay an undisputed invoice within 30 days of a written reminder, if your use causes Meta or our provider to withdraw or threaten to withdraw access, or if you become insolvent.

You may terminate immediately on written notice if we commit a material breach that we do not remedy within 14 days of being asked to.

Termination does not affect fees already accrued. Clauses 6, 10, 11, 13, 14, 15, 16 and 17 survive.

13. Data on exit

This clause states the retention position for the whole agreement. Where anything else says otherwise, this clause governs.

1. During the term. Guest conversation data is retained for twelve months from the date of the last message in that conversation, then deleted, unless you instruct a shorter period in writing. You may instruct a shorter period at any time and we will apply it.
2. Export. At any time during the term, and for 30 days after termination, you may ask us in writing for an export of your Client Data. We will provide it within 14 days of the request, in a structured, commonly used, machine-readable format, at no charge. One export per termination is free; further exports after termination are chargeable at a rate we agree in advance.
3. Deletion on exit. We will delete all Client Data within 30 days of the effective date of termination, or within 30 days of delivering an export requested under paragraph 2, whichever is later.
4. What we keep. We keep the records we are required by law to keep, in particular invoices and accounting records, for the period required by applicable UAE tax and accounting law, and nothing more. Those records are kept for that purpose only.
5. Backups. Copies held in routine system backups are isolated from live processing on the deletion date and are deleted when those backups are overwritten in the ordinary cycle. The length of that cycle is stated in the Data Processing Addendum.
6. Confirmation. We will confirm deletion in writing if you ask.

14. Warranties, and what we do not warrant

We warrant that we will provide the Service with reasonable skill and care, and that we have the right to provide it.

Beyond that, and to the extent the law allows, the Service is provided as it is. We do not warrant that it will be uninterrupted or error free, that AI output will be accurate, that every message needing human attention will be escalated, that any particular response speed will be achieved, or that continued access to WhatsApp, Meta or any third-party platform will remain available.

15. Your indemnity

You will indemnify us against claims, losses, fines and reasonable legal costs arising from:

• unit data you supplied being inaccurate, unlawful or not yours to provide;
• your breach of the Acceptable Use Policy or of the WhatsApp and Meta policies passed through under clause 7.3;
• your use of the Service in breach of applicable law;
• a claim by a guest or a third party that arises from your own acts or omissions as operator, rather than from our provision of the Service.

16. Liability

Our total liability arising out of or in connection with this agreement, whether in contract, tort including negligence, or otherwise, is limited in aggregate to the fees paid by you to us in the twelve months immediately before the event giving rise to the claim.

We are not liable for loss of profit, loss of revenue, loss of bookings, loss of anticipated savings, loss of data, or any indirect or consequential loss.

Nothing in this agreement limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be limited.

17. General

Confidentiality. Each of us will keep the other's non-public business information confidential, use it only for this agreement, and protect it with at least reasonable care. This does not apply to information that is public through no fault of the recipient, was already known, is independently developed, or must be disclosed by law.

Changes to these Terms. We may change these Terms. For a material change we will give you at least 30 days' notice by email and ask you to accept the new version. Use of the Service after the effective date is not acceptance of a material change. If you do not accept a material change, either party may terminate before it takes effect and you will not be charged under the new version. Non-material changes, such as correcting a typographical error or updating a link, take effect on publication.

Publicity. We will not name you or use your logo as a client without your written consent.

Assignment. Neither party may assign this agreement without the other's written consent, except that either party may assign it to a successor of its business on written notice.

Force majeure. Neither party is liable for failure to perform caused by something outside its reasonable control, but this does not excuse payment of fees for service actually provided.

Notices. Notices to us go to info@luxoasisadvisory.com. Notices to you go to the email address on your Order Form. A notice sent by email takes effect on the next business day.

Entire agreement. These documents are the whole agreement between us about the Service, and they replace anything said or written before, including statements on our website and in marketing material, except for any statement made fraudulently.

Severance. If any part of this agreement is unenforceable, the rest continues.

Language. These documents are written in English. English is the governing language. If they are translated, the English version prevails.

Governing law and jurisdiction.

This agreement is governed by the laws of the United Arab Emirates as applied in the Emirate of Sharjah.

[PLACEHOLDER: FORUM TO BE SELECTED BY THE OWNER BEFORE PUBLICATION.] The parties submit to the exclusive jurisdiction of [EITHER: the onshore courts of the Emirate of Dubai; OR: the Dubai International Financial Centre Courts, the parties expressly opting in under Article 5(A)(2) of DIFC Law No. 12 of 2004 as amended; OR: arbitration seated in [SEAT] under the [RULES], before one arbitrator, in English].

We are registered in the Sharjah Free Zone (SHAMS), which materially affects this analysis. A SHAMS entity opting into DIFC jurisdiction requires a properly drafted opt-in, and the enforcement route differs between the three options. This clause must be settled by a qualified UAE lawyer before publication.

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This document has been prepared for review and requires sign-off by a qualified UAE lawyer before publication. It is not legal advice.