Terms of Service

1. About these Terms

Orayo Engage (“Engage”) is operated by Neurosync AI Technologies (“we”, “us”), which also operates Orayo.ai. These Terms apply to two groups of people:

• Properties (their owners, operators and the people who work for them) who create an Engage account or open Engage from the Orayo partner portal. Sections 3 to 20 apply to you.
• Guests who chat with a property through the Engage chat on the property's website or through the property's Instagram or Facebook. Section 2 explains what applies to you.

Properties that are also Orayo partners remain bound by their Master Commercial Agreement with Orayo. If it conflicts with these Terms on a partner matter, that agreement prevails.

2. If you are a guest chatting with a property

When you chat with a property through Engage:

• Starting a chat means you accept these Terms. If you don't agree, please don't use the chat and contact the property another way.
• You are chatting with an AI assistant that answers on the property's behalf. You can ask for a person at any time, and a member of the property's team may join or take over the chat.
• The property may contact you about your enquiry. If you share your name, phone number or email, the property and its team may use them to follow up about your stay or enquiry, by phone, email or the channel you chatted on.
• You can stop this at any time. Type STOP in the chat, or ask the property, and no further messages will be sent to you. Your own messages will still be answered.
• Your conversation is shared with the property and kept so its team can help you. The property decides how it uses your details; we process them for the property to run the service (see section 11).
• Prices and availability come from the property. A quote in chat is not a booking. A booking is made only when you complete it on the booking page, under that site's own terms, for example the Orayo.ai Terms for bookings made on Orayo, or the terms of the property's own booking engine or an online travel agency (OTA) the chat links you to. That site, not Engage, takes your payment and handles changes, cancellations and refunds.
• Answers can be wrong. The assistant answers from information the property provides. Please confirm anything important, such as policies or charges, with the property before you rely on it.
• A chat with no message from you for a while may close on its own. If you write again, a new chat starts.

3. What Engage is

Engage is software that helps a property answer guests. It provides an AI assistant for the property's website and social messaging, an inbox where the property's team can read and take over chats, leads and follow-up reminders, a knowledge base the property controls, reports and, on some plans, automated workflows. For Orayo partners, Engage can quote live rooms and rates from the property's Orayo listing and link guests to book on Orayo.

Engage does not take bookings or payments itself. The property remains the provider of its rooms and services and is responsible to its guests for them.

4. Property accounts

• Who can sign up. You must be 18 or over and authorised to act for the property you register.
• Two ways in. Orayo partners sign in with their partner portal account. A property without one can create an Engage account, which requires confirming the email address with a one-time code.
• Your details must be accurate and kept up to date.
• Keep your sign-in safe. You are responsible for activity under your account and for the team members you invite. Tell us straight away at help@orayoai.com if you think your account has been misused.

5. Plans, limits and fees

• Plans. Engage is offered on plans (currently Assist, Automate, Intelligence and Enterprise) with different features and monthly limits, such as guest messages, workflows and team seats. The current plans are shown on our website and in your account.
• Fees. Where a plan has a fee, the price, billing period and taxes are shown or agreed with you before you move to it. Assist is currently included for Orayo partners. Enterprise pricing is agreed with you directly.
• Limits. When a monthly limit is reached, the affected feature pauses until the next month or until you change plan. For guest messages, chats are left for your team to answer manually.
• Plan changes. We may change plans, features or prices. We will tell you before a change that reduces what you get or raises what you pay takes effect for your account.

6. AI answers and your responsibility

The assistant uses AI models to write replies. It is instructed to answer only from your knowledge base, your property details and live data from connected services, and to hand the chat to your team when it cannot. Even so, AI can make mistakes.

• You are responsible for the information you give Engage and for reviewing it. Keep your knowledge base accurate and current.
• You are responsible for what you and your team say to guests, and for honouring your own policies and prices.
• Engage is a tool to help your team. It is not a substitute for your judgement on refunds, complaints, safety, legal or medical matters.
• Guests are told they are chatting with an AI assistant and can ask for a person. Don't configure Engage to hide this.

7. Your content and knowledge base

• Your content stays yours. FAQs, documents, website pages, images, agent instructions and other material you add remain yours.
• Permission to use it. You allow us to store, process and display it as needed to run Engage for you, including sending it to AI service providers to produce replies.
• You must have the right to use it. Don't upload material you don't own or have permission to use, or anything unlawful or misleading.
• Website pages. When you ask Engage to read pages from a website, you confirm you are allowed to use that website's content.

8. Contacting guests

Guests who start a chat accept that the property may contact them about their enquiry (section 2). Engage records this when a guest shares a phone number or email, and lets your team send follow-ups and reminders. When you contact guests:

• Contact them only about their enquiry or stay, and not for unrelated marketing unless you have their separate permission and the law allows it.
• Respect opt-outs. Engage stops proactive messages when a guest types STOP or when your team marks them “do not contact”, and you must not get around this.
• Follow the laws that apply to you, including India's rules on unsolicited commercial communication and data protection.

9. Website, Instagram and Facebook

• Website chat. You add the Engage chat to websites you own or control, and choose which websites may show it.
• Instagram and Facebook. Connecting these channels means you also accept Meta's terms and policies. Meta only allows replies within its messaging window (currently 24 hours after the guest's last message), and Engage follows it. Meta may change or withdraw these features, which can affect Engage.
• Orayo. Live rates and booking links depend on your Orayo listing and connection. Bookings made through those links are governed by Orayo's terms and your agreement with Orayo. Section 10 covers this and other integrations.

10. Integrations: ours and the ones you add

Engage can be connected to other systems, such as a property management system (PMS), channel manager, booking engine or online travel agency (OTA), so that it can show rooms, rates and availability, send guests to book, or pass leads on. There are two kinds of connection, and responsibility differs between them.

10.1 Integrations we provide

These are the connections offered on the Integrations page in Engage, which we build and maintain (currently Orayo, Instagram and Facebook, and any PMS, channel manager, booking engine or OTA connections we add later).

• We maintain the connection. We make reasonable efforts to keep each integration working as described, and fix problems with our side of it.
• You still need your own account with the other system, and your use of it, its fees and commissions, and its rules (including any rate parity or content rules) are governed by your agreement with that provider.
• Data. When you switch an integration on, you instruct us to send to and receive from that system the information it needs, which can include guest names, contact details, dates and enquiry details.
• Changes. We may add, change or withdraw integrations, for example when a provider changes its service or terms. If we withdraw one you use, we will tell you in advance where we reasonably can.

10.2 Third-party connections you choose to add

These are connections to any other system that you set up yourself, for example through webhooks, workflow steps, your own API keys, or a tool that is not on our Integrations page.

• They are your choice and your responsibility. The provider is not part of Engage and is not our subcontractor. We do not check, support or guarantee it, and we are not responsible for how it works, what it does with data, or what it costs you.
• You must be allowed to connect it. You confirm your agreement with the provider permits it, and that any credentials or keys you give us are yours to give. Keep them secure and change them if they may have been exposed.
• Data you send is sent at your direction. Once it reaches the provider, the provider's terms and privacy policy apply, and you are responsible for having a lawful basis to share it.
• We may block or switch off a connection that puts guests, your account or Engage at risk, or that breaks these Terms.

10.3 For every connection

• Rates and availability come from the connected system. Engage relays them as that system returns them, at the moment the guest asks. We are not responsible for prices, inventory, taxes, policies or content that are wrong, out of date or missing there.
• Bookings are made in the connected system. A booking made through a link from Engage is a contract between the guest and the property (or the OTA, where it acts as the seller), on that system's terms. Payment, confirmation, changes, cancellations, refunds, no-shows and invoices are handled there, not by Engage.
• Overbooking and sync. Keeping inventory in step across your PMS, channel manager and OTAs is your responsibility and your providers'. Engage is not liable for overbookings, rate mismatches or lost bookings caused by delays or errors in a connected system.
• Tracking may be limited. Engage can show bookings that came from a chat only when the connected system passes that information back, so bookings from chat may be undercounted.
• Outages. A provider may change or withdraw its service, API or permissions, or be unavailable, and the connection may pause or stop as a result.
• Disconnecting. You can disconnect at any time. Data already sent to the provider stays with the provider under its terms; data Engage already holds stays in your account under section 11.

11. Guest data and privacy

• Roles. For guest information collected through your chats (names, contact details, messages, enquiry details), the property decides why and how it is used and is the data fiduciary. We process it on your behalf to provide Engage.
• Your duties. You must have a lawful basis for the guest data you handle in Engage, respond to guests who ask about their data, and use the data only for your property's legitimate purposes.
• Who processes it. To run Engage we use service providers for cloud hosting, AI models, search, and email delivery, and Meta for Instagram and Facebook messages. They receive only what they need to provide their service. Systems you connect yourself are your providers, not ours (section 10.2).
• Security. We use reasonable technical and organisational measures to protect data. We will tell you without undue delay if we become aware of a breach affecting your data, so you can meet your own obligations.
• Our use. We use account and usage information to run, secure, support and improve Engage and to bill you.
• Retention. We keep your data while your account is open. After it closes we delete it within a reasonable period, unless the law requires us to keep it longer.
• The Orayo.ai Privacy Policy and DPDP notice also describe how we handle personal data.

12. The Engage chat and “Powered by Engage”

The Engage chat shows a small “Powered by Engage” line linking to Engage. Don't remove, hide or alter it, or the AI assistant notice, unless we agree otherwise in writing. You may customise the chat's look and wording within the settings Engage provides.

13. Acceptable use

You must not use Engage to:

• Mislead or deceive guests, including posing as a different business or giving false prices or availability
• Send spam, or contact people who have opted out
• Collect sensitive information you don't need, such as card numbers or passwords, through the chat
• Share unlawful, harmful, hateful or infringing content
• Try to break, overload, probe or get around the security, limits or controls of Engage, or access it by automated means except through features we provide
• Copy, resell or build a competing product from Engage
• Do anything unlawful

14. Availability and changes to the service

We work to keep Engage running, but we do not promise it will always be available or error free. It may be interrupted for maintenance, by failures of our service providers, or by things outside our control. We improve Engage over time and may add, change or remove features. If we remove a major feature you pay for, we will tell you in advance where we reasonably can.

15. Suspension and closing an account

• You can close your account at any time by writing to help@orayoai.com. Fees already paid for the current period are not refunded unless the law requires it or we agree otherwise.
• We may suspend or close an account that breaks these Terms, puts guests, other customers or Engage at risk, or has unpaid fees. Where reasonable we will warn you first and give you a chance to fix the problem.
• Orayo partners. Access through the partner portal follows your Orayo partner account. If that account is suspended or ends, Engage access through it may stop too.
• Before closing an account we will, on request and where practical, give you a copy of your leads and conversations.

16. Intellectual property

The Engage and Orayo names, logos, website and software belong to Neurosync AI Technologies. These Terms give you the right to use Engage while your account is open, and nothing more. If you send us suggestions or feedback, we may use them without any obligation to you.

17. Liability

• Engage is provided “as is” and “as available”, to the extent the law allows.
• We are not responsible for the property's rooms, services, prices or policies, for decisions made using AI replies that a property did not review, or for third-party systems a property connects itself (section 10.2), or for data and bookings in any connected system (section 10.3).
• To the extent the law allows, our total liability to a property for all claims in any twelve months is limited to the fees that property paid us for Engage in those twelve months, and we are not liable for indirect or consequential loss, or for lost profits, revenue, bookings or data.
• Properties are responsible for claims by guests or others that arise from the property's content, its use of guest data, or its breach of these Terms.
• Nothing in these Terms limits rights that cannot be limited by law, including a guest's rights under the Consumer Protection Act, 2019.

18. Governing law

These Terms are governed by the laws of India. Disputes are subject to the jurisdiction of the courts of India, without affecting any right a consumer has to approach a consumer commission.

19. Changes to these Terms

We may update these Terms as Engage changes. The version and effective date at the top show which version applies. For changes that materially affect properties, we will give notice by email or in Engage before they take effect. Continuing to use Engage after that means you accept the updated Terms.

20. Contact and grievances

• Email and Grievance Officer: help@orayoai.com
• Company: Neurosync AI Technologies

We will acknowledge and respond to grievances as soon as possible.