Terms of Service

1. Who we are

WelcomeFlo (“WelcomeFlo”, “we”, “us” and “our”) is an Australian software business providing digital guest-guide tools for short-stay hosts and property managers.

Legal enquiries: legal@welcomeflo.com. For anything else, please use the contact page.

2. Definitions

• Account — an account used to access and manage WelcomeFlo.
• Account Holder — the person or organisation responsible for an Account.
• Content — text, images, logos, links, property information, instructions, recommendations and other material uploaded, entered, generated or published through the Service.
• Extra — an optional service or item a Host offers to Guests through a Guide, such as early check-in, a late checkout or a local experience.
• Guest — a person who views or interacts with a published Guide, including one who requests or pays for an Extra.
• Guide — a digital guest guide created or published using WelcomeFlo.
• Host — an Account Holder who creates or manages a Guide, including a property owner, short-stay host, accommodation provider or property manager.
• Paid Plan — a paid WelcomeFlo subscription.
• Service — the WelcomeFlo website, dashboard, Guides and related products, features and services.
• Subscription Period — the monthly, annual or other billing period selected when purchasing a Paid Plan.
• User, you and your — the individual or organisation accessing or using the Service.

3. These Terms and other policies

These Terms form a legally binding agreement between you and WelcomeFlo. Our Privacy Policy explains how we collect, use and protect personal information, and by using the Service you acknowledge that personal information will be handled as described there.

Additional terms may apply to particular features, integrations, promotions or business arrangements. If you enter into a separate written agreement, order form or data processing agreement with us, that document applies alongside these Terms. Where there is an inconsistency, the order is: a signed agreement or order form; feature-specific terms; these Terms; then other policies or help documentation. An agreement overrides these Terms only to the extent it clearly addresses the same subject.

4. Eligibility

You must be at least 18 and legally capable of entering into a contract to create an Account.

If you use WelcomeFlo for a business, property owner, employer or other organisation, you confirm that you have authority to act for it, that it agrees to these Terms, that the information you provide is accurate, and that you are authorised to manage the properties, Guides and Content connected to the Account.

You must not use the Service where doing so would breach applicable law.

5. WelcomeFlo’s role

WelcomeFlo provides software for creating and sharing digital guest guides. It is not an accommodation provider, booking platform, property manager, travel agent, security or access-control provider, or emergency service, and it is not a party to any booking or accommodation agreement.

The Host remains responsible for the property, the guest relationship, the accuracy of Guide Content, and compliance with laws, booking-platform requirements and contractual obligations.

Any dispute about a booking, property, stay, access issue, refund, damage, injury, recommendation or service supplied by a Host or third party must generally be resolved with that Host or provider.

6. Accounts

You must provide accurate, current and complete information when creating and maintaining an Account. You are responsible for:

• Keeping your login details secure and using a strong, unique password
• Protecting access to the email account associated with WelcomeFlo
• Limiting Account access to authorised people
• Keeping contact and billing information current
• Activity performed through your Account

Do not share individual login credentials with unauthorised people. Contact us promptly if you suspect unauthorised access, compromised credentials, unauthorised changes to a Guide, fraudulent billing or another security issue. We may require verification of identity, ownership or authority before changing Account access or releasing sensitive Account information.

7. Free and paid plans

WelcomeFlo offers Free, Pro and Business plans. Current features, allowances, prices and restrictions are shown on the Pricing page, during checkout and in the dashboard.

Plan differences may relate to the number of active Guides, branding and customisation, analytics history, content management, storage, support and other functionality.

A Guide generally represents one property or accommodation listing unless the applicable plan states otherwise. “Unlimited Guides” means the plan has no stated numerical limit for normal use by your own accommodation business or managed portfolio. It does not permit you to resell, sublicense or provide access to the Service as a standalone product unless we have agreed to that arrangement.

Reasonable technical limits may apply to file sizes, storage, requests, email delivery and other resource-intensive activity, to protect the security, reliability and performance of the Service. We will not convert a Free Account into a Paid Plan or charge a payment method without your express agreement.

8. Trials and promotional offers

We may offer trials, discounts, credits or promotional pricing. Specific conditions, expiry dates, eligibility and renewal terms will be shown when the offer is made. Unless stated otherwise, an offer may be limited to one per person, business or Account; cannot be exchanged for cash; may not be combined; credits expire when stated; and promotional pricing may apply only to the first Subscription Period, with the standard price applying at renewal.

Where a trial automatically converts to a Paid Plan, the price, billing date and cancellation process will be disclosed clearly before the trial begins.

9. Subscription billing

Paid Plans are billed in advance on a recurring basis. When you purchase one, you authorise WelcomeFlo and its payment provider to charge your selected payment method for the subscription fee, applicable taxes, approved add-ons and other amounts clearly disclosed before purchase.

The total amount, billing frequency, currency and applicable taxes are shown before you confirm payment. Subscriptions may be monthly, annual or another period shown at checkout.

Payment processing is provided by Stripe. Card details are entered directly with Stripe and are not stored by WelcomeFlo. Your use of Stripe’s payment services may also be subject to Stripe’s terms and privacy policy. You must keep billing information current, and you authorise the payment provider to securely store and use the payment method for recurring charges.

10. Automatic renewal

Paid Plans renew automatically at the end of each Subscription Period unless cancelled before the next billing date — a monthly subscription renews each month, an annual one each year.

The renewal price is the price communicated to you for the next Subscription Period, including any notified change. You can review your plan, billing period and next billing date in the billing area, and may cancel renewal at any time. We do not charge a separate early-termination fee simply for cancelling automatic renewal.

11. Failed payments

If a payment cannot be completed we may retry it, ask you to update the payment method, notify you, limit paid functionality, or suspend the Paid Plan after giving a reasonable opportunity to resolve the issue.

We will not intentionally continue providing a paid subscription indefinitely while payment remains outstanding. You remain responsible for properly authorised and undisputed fees incurred before cancellation or suspension.

12. Cancelling a subscription

You may cancel a Paid Plan through billing settings or by contacting us. Cancellation stops the subscription renewing. Unless the law requires otherwise or we expressly agree: cancellation takes effect at the end of the current paid Subscription Period; you keep access to paid features until then; and you will not be charged for a further period.

Deleting a Guide or simply stopping use does not cancel a Paid Plan, and cancelling a subscription does not delete your Account or Content.

13. Downgrades

You may downgrade where that option is available. A downgrade normally takes effect at the end of the current Subscription Period unless stated otherwise.

If your Account exceeds the new plan’s limits, you may need to reduce the number of active Guides, remove features unavailable on that plan, or choose which Guides stay published. We aim to show the consequences before you confirm.

If usage is not reduced, excess Guides or features may be made inactive or unpublished. We will not delete Guide Content solely because of a downgrade without first giving reasonable notice or an opportunity to retrieve it. Guests may lose access to Guides that become inactive.

14. Refunds and billing disputes

Except where the law requires otherwise, subscription fees are generally non-refundable once charged — including for unused time in a period, failing to cancel before renewal, a change of mind, not using the Service, or downgrading during a prepaid period.

This does not limit any right to a refund, cancellation, compensation or other remedy available under the Australian Consumer Law or another applicable law.

We may issue refunds or credits at our discretion; doing so once does not oblige us to do so again. If you believe a charge is incorrect, contact us promptly with enough detail to investigate. Please give us a reasonable opportunity to look into it before starting a chargeback — though this does not prevent you exercising a lawful right through your bank, card provider or a consumer-protection body.

15. Pricing changes

We may change subscription prices. A change will not alter fees already paid for the current Subscription Period. For an existing Paid Plan we will give reasonable advance notice before a higher price takes effect, and the new price will apply from a future renewal date. You may cancel before it applies.

Changes caused by taxes, currency requirements or payment-provider rules may take effect as required, though we will give notice where reasonably practical.

16. Creating and managing Guides

You are responsible for the Guides created through your Account. You must ensure each Guide:

• Relates to a property you own, manage or are authorised to represent
• Contains accurate and reasonably current information
• Complies with applicable laws and does not infringe another person’s rights
• Does not mislead Guests
• Does not create an unreasonable safety or security risk
• Is appropriate for sharing with Guests

We provide templates, examples, and ways to start a Guide from an existing source — including generating one from a supported listing URL, or importing an existing PDF or DOCX guide — as a starting point only. Content produced this way can omit information, misread a document, select an incorrect value, carry over outdated listing details, or otherwise need correction. You must review and adapt all Content before publishing, and you remain responsible for checking it is accurate, lawful and appropriate for the property — particularly check-in and check-out times, the address, access instructions, house rules and any safety or emergency information.

Where you generate a Guide from a listing URL, or import a document, you confirm you have the right to use that source material — including any photographs, descriptions, logos and contact details it contains — for your Guide. WelcomeFlo does not grant you rights in third-party content, and using this feature does not transfer any right the original listing platform or document author holds.

17. Published Guides and guest access

A published Guide is a web page accessible to anyone who receives or discovers its link. There is no guest login. Do not use a Guide as secure storage for sensitive information.

Consider carefully before including permanent door or alarm codes, private network credentials, identification documents, financial or health information, information about children, staff schedules, anything revealing when a property is unoccupied, or anything else that could create a safety risk.

Temporary or guest-specific access codes should generally be shared through an appropriate booking, messaging or access-control service. We do not guarantee a Guide link stays confidential once shared, and Guests may save, forward, photograph, print or otherwise retain what a Guide displays.

18. Essential and emergency information

WelcomeFlo must not be the only place essential safety, emergency or property-access information is stored. It is not an emergency-alert, fire-safety, medical, security-monitoring or access-control system.

Hosts are responsible for providing legally required notices and essential information through appropriate additional methods. In an emergency, Guests should contact the relevant local emergency service, Host, property manager or building authority rather than relying on a Guide.

19. Guide web addresses

You may choose an available WelcomeFlo web address for a Guide. An address must follow the naming rules shown in the product, must not impersonate another person or business, infringe a trademark or other right, mislead Guests, contain unlawful, abusive or deceptive language, or use a term reserved by WelcomeFlo.

Web addresses are licensed for use with the Service and are not sold or transferred to you as property. We may reserve, block, change or withdraw an address where reasonably necessary to comply with law, respond to a valid rights complaint, prevent impersonation or fraud, protect security, resolve a technical conflict or prevent misuse. Where practical we will give notice before changing an active address, unless urgent action is required.

If you change an address, the previous one redirects for the period shown in the product before you confirm the change, and limits apply to how often an address can be changed. You are responsible for updating links, QR codes and printed materials. A QR code using an old address will stop working once the redirect period ends.

20. QR codes and printed materials

We generate downloadable QR codes for published Guides. You are responsible for testing each code before relying on it, confirming it opens the intended Guide, using a suitable print size and quality, replacing printed codes when the destination changes, and keeping essential information available another way.

Editing Guide Content does not require a new QR code while the Guide address is unchanged. We do not control printing services, materials, scanning devices or the physical condition of codes once downloaded.

21. Local recommendations and third-party information

Guides may contain information about restaurants, cafés, activities, attractions, transport providers and other third parties. Operating hours, pricing, availability, addresses, accessibility and quality can change without notice, and Hosts are responsible for reviewing recommendations and making reasonable efforts to keep them current.

WelcomeFlo does not endorse every place displayed, guarantee third-party information is complete or accurate, guarantee a provider will be open or available, arrange or supply the third party’s service, or accept responsibility for an experience, transaction, injury, loss or dispute involving them. Guests should confirm important details directly with the provider.

22. Guest communications

Where WelcomeFlo lets you send or share Guide links through email or another channel, you are responsible for providing accurate recipient details, having authority to contact the recipient, complying with privacy, anti-spam and direct-marketing laws, respecting booking-platform communication rules, keeping the communication relevant to the Guest’s stay, and honouring communication preferences.

You must not use WelcomeFlo to send unsolicited bulk messages, misleading communications or unrelated marketing. We may apply reasonable delivery limits and suspend email functionality where activity creates a spam, security or deliverability risk. Delivery is not guaranteed — messages may be delayed, filtered, rejected or treated as spam by third-party providers.

23. AI-assisted features

WelcomeFlo includes features that use artificial intelligence — among them Ask Flo, Flo Assistant, Flo Places, generating a Guide from a listing or document, and Flo Translations, addressed separately below.

AI-assisted output can be incomplete, inaccurate or out of date. It is intended to help you, not to replace your own judgement. Review AI-assisted or AI-generated Content before you rely on it or publish it, and do not treat it as legal, medical, tax, safety or other professional advice.

You are responsible for reviewing suggestions from Flo Assistant, results from a listing or document import, and places surfaced by Flo Places before they form part of a published Guide, in the same way you are responsible for any other Content. You must have the necessary rights to submit material — a document, a listing URL, a note — to an AI-assisted feature.

AI features and the providers behind them may change, be temporarily unavailable, or be withdrawn. Using them remains subject to the acceptable-use and prohibited-content rules elsewhere in these Terms.

Ask Flo

Ask Flo answers a Guest’s question using the Content in the relevant Guide. It can misinterpret a question, omit relevant Content, or summarise something inaccurately. Guests should treat an Ask Flo answer as a starting point and refer to the Host or the Guide itself for anything important, and must not rely on it as the only source of emergency, safety-critical or property-access information. Hosts remain responsible for keeping the source Guide content accurate and current.

24. Automatic translations

Where available, Flo Translations automatically translates supported Guide content for Guests who choose another language. Automatic translation can contain errors or lose nuance present in the original.

Do not rely on an automatic translation as the sole means of communicating a legal notice, an emergency instruction, a critical safety instruction or high-risk access information. Where accuracy genuinely matters, review the translation or provide it another way.

25. Extras

A Host may offer optional Extras to Guests through a Guide — for example early check-in, a late checkout, a transfer or a local experience. This section governs Extras alongside the rest of these Terms.

The Host is the seller

The Host offering an Extra is the seller and supplier of it, and is responsible for its description, price, availability and lawful supply, and for fulfilling it. WelcomeFlo provides the software and payment infrastructure that lets a Host offer an Extra and a Guest request or pay for one; WelcomeFlo is not the seller of the Extra and does not itself supply the underlying service or item.

Requests, price on request and quotes

Depending on how a Host configures an Extra, a Guest’s request may need the Host’s acceptance before it is confirmed. Where an Extra is offered on a “price on request” basis, displaying it is not a confirmed price, availability or booking — the Host sets and sends the actual price, which the Guest can then accept or decline. A quote is valid only for the period shown when it is sent, after which it may no longer be available.

Payment

Where an Extra is paid, payment is processed through the Host’s own connected Stripe account, and the Host — not WelcomeFlo — receives the funds. Depending on how the Host has configured the Extra, a Guest’s payment method may be authorised and held pending the Host’s approval and captured only if the Host accepts, or may be charged once a request or quote is confirmed. WelcomeFlo may charge the Host a service fee on Extras payments, which if applied will be disclosed in the dashboard.

Changes, cancellations and refunds

If a Host changes the details of a request, the Guest should be shown the change and asked to accept it where a price is affected. Cancellation and refund terms for a paid Extra are set by the Host and shown before payment; a Guest cancelling within that policy is refunded automatically, and a cancellation outside it generally needs the Host’s agreement. Nothing in this section limits a right or remedy that cannot lawfully be excluded, including under the Australian Consumer Law.

Free Extras and third-party suppliers

An Extra offered at no charge is still the Host’s offer and responsibility to fulfil. Where an Extra is actually supplied by someone other than the Host — a local tour operator or transfer company, for example — the Host is responsible for making that relationship and the applicable terms clear to the Guest.

Safety

WelcomeFlo does not inspect, supervise or guarantee the safety or quality of an Extra. Subject to any right that cannot lawfully be excluded, responsibility for the physical delivery of an Extra rests with the Host or the third party actually supplying it, not with WelcomeFlo merely because it was offered through the Service.

26. Your Content

You retain ownership of the Content you create or upload, subject to any rights held by another person. You confirm you own it or have permission to use it, that you have the rights necessary to upload, publish and share it, that its use will not infringe another person’s rights or breach confidentiality or privacy obligations, and that it complies with these Terms and applicable law.

WelcomeFlo does not claim ownership of your property photographs, branding, written instructions or other original Content.

27. Licence to operate the Service

You grant WelcomeFlo a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, format, adapt, display, transmit and otherwise process your Content only as reasonably necessary to provide the Service — publishing and displaying your Guides, creating previews, links and QR codes, delivering Content to authorised viewers, maintaining backups, preventing abuse, providing support, improving technical performance and complying with law.

This licence allows us to use the service providers that help operate WelcomeFlo. It does not give us the right to sell your Content, or to use your business name, property photographs or logo in advertising, without separate permission.

The licence ends when Content is deleted from active systems, except to the extent it remains temporarily in backups, was lawfully shared or retained by another person, must be retained by law, or is needed to resolve a dispute, security issue or legal claim.

28. Content about other people

Only add personal information about another person — a co-host, property owner, manager, employee, contractor, emergency contact or local service provider — where you are authorised to do so. You are responsible for giving any required notice and obtaining any required consent. Do not upload unnecessary sensitive information about another person.

29. Prohibited Content

You must not create, upload, publish or share Content that:

• Is unlawful, fraudulent, deceptive or misleading
• Infringes copyright, trademarks, privacy, confidentiality or another right
• Impersonates another person or business
• Contains malware, malicious code or harmful links
• Facilitates unauthorised access to systems or property
• Exploits or endangers a child
• Promotes violence, hatred or unlawful discrimination
• Is threatening, harassing or seriously abusive
• Contains intimate material shared without consent
• Reveals personal information without authority
• Facilitates illegal goods, services or activity
• Is designed primarily to spam, manipulate or deceive
• Creates a serious safety, security or legal risk

We may remove or restrict Content we reasonably believe breaches these Terms or creates a material risk. Where appropriate we will explain the action and give a reasonable opportunity to respond.

30. Acceptable use

You must not:

• Access the Service without authorisation, or bypass security or Account controls
• Probe, scan or test vulnerabilities without written permission
• Introduce malware or interfere with the operation of the Service
• Overload the Service through unreasonable automated activity
• Scrape or extract data except as expressly permitted
• Reverse engineer the Service, except where the law prevents that restriction
• Circumvent plan limits, usage controls or billing
• Use another person’s Account without permission, or create Accounts with false information
• Use the Service to breach another platform’s terms or applicable law
• Resell or sublicense the Service unless authorised
• Reproduce WelcomeFlo templates as a competing standalone product
• Send spam or unsolicited promotions, or help someone else do any of the above

Reasonable use of browser tools, search engines and accessibility technology is not prohibited.

31. Intellectual property

The Service — including its software, interface, visual design, branding, logos, templates, documentation and original content — is owned by or licensed to WelcomeFlo. Subject to these Terms, we grant you a limited, non-exclusive, non-transferable and revocable right to use the Service for its intended purpose while your Account remains authorised.

You may use WelcomeFlo templates within Guides created through the Service, but not reproduce, resell or distribute them as a competing template library or standalone product. Nothing here transfers ownership of WelcomeFlo intellectual property to you, and “WelcomeFlo” and associated branding may not be used to suggest endorsement, partnership or affiliation without written permission.

32. Copyright and rights complaints

If you believe Content available through WelcomeFlo infringes your copyright, trademark, privacy or another right, contact legal@welcomeflo.com with your name and contact details, identification of the protected work or right, the location of the disputed Content, an explanation of the alleged infringement, evidence that you own or may enforce the right, and a statement that the information is accurate.

We may ask for more information, and may remove, restrict or preserve Content while reviewing a complaint. We may provide the complaint to the affected Account Holder where appropriate and lawful. Submitting a knowingly false complaint may expose you to liability.

33. Feedback

You may send ideas, suggestions or feedback. You keep ownership of any intellectual property you already hold in it, and grant us a perpetual, worldwide, royalty-free right to use, adapt and incorporate that feedback into the Service without payment or attribution. This lets us improve WelcomeFlo without creating an obligation to implement a suggestion or treat it as confidential — so please do not send confidential information as general feedback.

34. Analytics and service data

We collect information about the operation and use of the Service as described in the Privacy Policy, and may use aggregated or de-identified information to operate and improve WelcomeFlo, understand usage, measure performance, develop features, detect abuse and produce business insights.

Guide analytics show general engagement and are not designed to identify individual Guests. You must not attempt to combine them with other information to unlawfully identify, profile or track a Guest.

35. Third-party services and integrations

WelcomeFlo relies on third-party services including hosting, databases and storage, authentication, payments, email delivery, analytics, maps and place information, artificial intelligence, and listing- and document-extraction providers. These are governed by their own terms and privacy practices, and we cannot guarantee their continuous availability, accuracy or performance.

A provider may change, suspend or discontinue its service, which may affect a WelcomeFlo feature. Where a material integration must be removed or changed we will give reasonable notice where practical. You are responsible for complying with the terms of any third-party service you connect.

36. Service availability

We aim to provide a reliable Service but do not promise it will always be uninterrupted, error-free or available everywhere. It may be unavailable because of planned or emergency maintenance, software updates, internet or telecommunications failures, hosting incidents, cyberattacks, third-party outages, legal requirements or events outside our reasonable control.

We will take reasonable steps to restore affected functionality and communicate significant incidents where appropriate. Hosts should keep an alternative method for providing time-sensitive, safety-critical and access information to Guests.

37. Changes to the Service

WelcomeFlo is an evolving product. We may add, improve, replace or discontinue features where reasonably necessary to improve the Service, respond to customer needs, protect security, maintain compatibility, comply with law, address third-party changes or operate the business sustainably.

For a material change that significantly reduces the core functionality of a Paid Plan during a prepaid period, we will give reasonable notice where practical. If a material adverse change substantially affects the paid service you purchased and cannot reasonably be resolved, contact us to discuss an appropriate remedy, which may include cancellation or a proportionate refund where the law requires. We will not charge a Free Account merely because free-plan features change.

38. Beta and preview features

We may make experimental, beta, preview or early-access features available. They may be incomplete, change without notice, contain errors, have limited support, be subject to additional limits, or be withdrawn before general release. We will identify them where reasonably practical.

Do not rely on a beta feature as the only way of storing or delivering critical information.

39. Backups and data preservation

We maintain backups as part of operating the Service, but WelcomeFlo is not intended to be your only record of important property information. Keep independent copies of anything difficult to recreate — emergency instructions, legal notices, safety documents, access procedures, property records and original images. We do not guarantee that every deleted or overwritten item can be recovered.

40. Suspending or restricting an Account

We may temporarily suspend or restrict an Account, Guide or feature where we reasonably believe it necessary because of a serious or repeated breach, non-payment, fraud or suspected fraud, unauthorised access, spam or abusive email activity, a security threat, unlawful Content, a valid legal request, infringement of another person’s rights, risk of harm to Guests or others, or activity that materially disrupts the Service.

Where practical we will explain the reason, limit the action to what is reasonably necessary, and give an opportunity to resolve the issue. Immediate action may be taken where delay would create a legal, security or safety risk.

41. Termination by WelcomeFlo

We may terminate an Account where a serious breach cannot reasonably be remedied; a remediable breach is not corrected within a reasonable period after notice; the Account is used for unlawful or fraudulent activity; required payments remain outstanding after notice; continued service would expose WelcomeFlo or others to material risk; we are legally required to terminate; or you repeatedly breach these Terms.

Where practical and lawful we will give reasonable notice and an opportunity to retrieve Content. We will not terminate a paid Account without cause merely to avoid providing the remainder of a paid period. If we discontinue the Service entirely for business reasons unrelated to your breach, we will give reasonable notice and an appropriate refund for any unused prepaid period unless another arrangement is agreed.

42. Closing your Account

You may stop using WelcomeFlo and request Account deletion. Before doing so, cancel any Paid Plan, download or copy Content you want to keep, notify anyone who relies on the Account, replace active QR codes or links, and make alternative arrangements for Guest information. Account deletion may make Guides unavailable.

Some information may be retained after closure where reasonably necessary for legal compliance, billing and taxation, fraud prevention, security, dispute resolution, backups or enforcement of these Terms. The Privacy Policy explains retention in more detail.

43. Effect of termination

When an Account or these Terms end, your right to use the Service ends, published Guides may become unavailable, outstanding properly incurred fees remain payable, and licences granted solely to operate active Guides end, subject to backups and legal retention.

Provisions concerning intellectual property, unpaid fees, liability, disputes, governing law and other matters that logically continue will survive termination.

44. Privacy

Our Privacy Policy forms part of your use of WelcomeFlo and explains what we collect, how it is used, when it may be shared, international processing, retention, security, cookies, marketing and privacy rights.

Hosts are responsible for their own privacy obligations to Guests, property owners, contractors and anyone else whose information they collect or publish, including providing legally required privacy notices and obtaining necessary consents.

45. Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded. Our services come with guarantees that cannot be excluded under the Australian Consumer Law.

For major failures with the Service you may be entitled to cancel your service contract and receive a refund for the unused portion, or compensation for its reduced value, and to compensation for other reasonably foreseeable loss or damage. If a failure is not major, you may be entitled to have the problem corrected within a reasonable time; if it is not, you may be entitled to cancel and receive a refund for the unused portion. These rights apply in addition to anything expressly provided in these Terms.

46. Service disclaimers

Subject to non-excludable rights under applicable law:

• The Service is provided on an “as available” basis
• We do not guarantee uninterrupted or error-free operation
• We do not guarantee every feature will meet every business requirement
• We do not guarantee the accuracy of Content supplied by Hosts or third parties
• We do not guarantee any increase in bookings, revenue, reviews, guest satisfaction or efficiency
• We do not guarantee a Guest will read or follow Guide Content
• We do not guarantee delivery of emails or messages through third-party networks
• We do not guarantee a published Guide link will remain confidential after sharing

Information in templates, help content, blog articles and product suggestions is general information, not legal, tax, accounting, safety or professional advice. Obtain appropriate professional advice for your property and business.

47. Limitation of liability

Nothing in these Terms limits liability where doing so would be unlawful. To the maximum extent permitted by law, WelcomeFlo is not liable for indirect, incidental, special or consequential loss that was not reasonably foreseeable, including loss of opportunity, anticipated profit, goodwill or business reputation.

We are not responsible for loss caused by inaccurate or unlawful Content supplied by a User; a Host’s property, conduct or guest relationship; an Extra supplied by a Host or third party; a Guest’s conduct; a third-party product, service or booking platform; failure to maintain an alternative source of critical information; unauthorised use caused by your failure to protect Account credentials; or activity outside our reasonable control.

To the extent permitted by law, our total aggregate liability for claims arising from the Service in any 12-month period is limited to the greater of the fees you paid us for the Service during that period, or AUD $100 if you used only a Free Plan. This does not apply to liability that cannot lawfully be limited, including liability arising from fraud, wilful misconduct or a non-excludable statutory right. Where the law permits liability for failure to comply with a statutory guarantee to be limited, our liability may be limited, at our option, to supplying the affected services again or paying the reasonable cost of having them supplied again.

48. Your responsibility for loss

To the extent permitted by law, you are responsible for loss, damage, cost or liability we suffer because of your material breach of these Terms, Content you did not have the right to use, your unlawful use of the Service, or a claim arising directly from your property, Guide Content or conduct.

This applies only to the extent the loss was caused by your act or omission. You are not responsible for loss caused by our negligence, unlawful conduct or breach of these Terms. We will take reasonable steps to reduce avoidable loss and will not recover the same loss twice.

49. Events outside reasonable control

Neither party is responsible for delay or failure caused by an event outside its reasonable control — natural disaster, widespread telecommunications failure, major infrastructure outage, war or civil disturbance, government action, labour disruption, cyberattack, or failure of a critical third-party provider.

The affected party must take reasonable steps to reduce the effect and resume performance when practical. This does not remove an obligation to pay an amount already due, and does not limit non-excludable rights.

50. Complaints and dispute resolution

Please contact us first if you have a concern, explaining what happened, the Account or transaction involved, the outcome you are seeking and any supporting information. We will review it and try to resolve it in good faith.

Before starting formal proceedings, each party agrees to give the other a reasonable opportunity to resolve the dispute through direct discussion. This does not prevent either party seeking urgent relief, exercising a non-excludable consumer right, contacting a regulator, making a lawful payment dispute, or commencing proceedings where delay could prejudice a legal right.

51. Governing law

These Terms are governed by the laws of Queensland, Australia. Subject to any mandatory right to bring a claim elsewhere, the courts of Queensland and courts hearing appeals from them have jurisdiction over disputes concerning these Terms. Nothing here removes a right or protection under the law of your location that cannot lawfully be excluded.

52. Changes to these Terms

We may update these Terms to reflect changes to the Service, legal or regulatory requirements, security needs, new features, third-party requirements or reasonable changes to our business practices. For a material change affecting your rights or obligations we will give reasonable advance notice by email, in the dashboard or on the website.

A change may take effect sooner where necessary to comply with law, address an urgent security issue, or prevent fraud, abuse or immediate risk. The updated Terms will show a new “Last updated” date, and changes will not retroactively alter the resolution of a dispute that arose beforehand.

Where a material change adversely affects a Paid Plan you may cancel before it takes effect. Continued use after updated Terms take effect constitutes acceptance. If you do not agree, stop using the Service and cancel any affected subscription.

53. Electronic communications

You agree we may give notices electronically by email, in the dashboard, through an in-product message or by a notice on the website. You are responsible for keeping your Account email address current and checking communications about your Account. Electronic notices satisfy any requirement for written notice to the extent the law permits.

54. Assignment

You may not transfer your Account or rights under these Terms without our consent, which will not be unreasonably withheld where there is a legitimate transfer of a property or business. We may transfer these Terms as part of a genuine merger, acquisition, restructuring or sale of the business or Service, and where that materially affects you we will give notice and ensure the transfer does not remove non-excludable rights.

55. General

No partnership or agency

These Terms do not create an employment relationship, partnership, joint venture, franchise or agency between you and WelcomeFlo, and you have no authority to make commitments on our behalf.

No waiver

If either party does not immediately enforce a right, that does not waive it. A waiver is effective only where clearly communicated by the party granting it.

Severability

If a provision is found invalid, unlawful or unenforceable, it will be interpreted or limited to the minimum extent necessary. If it cannot be preserved it will be removed, and the remaining provisions continue to apply.

Entire agreement

These Terms, the Privacy Policy and any applicable order form or additional written terms form the entire agreement about the Service, replacing earlier discussions, representations or agreements on the same subject, except where the law does not permit a representation or right to be excluded.

56. Contact

Questions about these Terms can be sent to legal@welcomeflo.com. For general enquiries and support, please use the contact page.