Terms of Service

1. About these Terms

These Terms of Service ("Terms") govern access to and use of the Cmpnion service, including the website at cmpnion.com, the WhatsApp-based guest assistant, the hotel dashboard, and any related tools or features (together, the "Service").

The Service is operated by PT Cmpanion Innovation Labs ("Cmpnion", "we", "us", or "our"), a company registered at District 8, Treasury Tower Lt. 6 Unit F, Jl. Jend. Sudirman Kav. 52-53, SCBD Lot 28 RT. 005 RW. 003, Senayan, Kebayoran Baru, Jakarta Selatan.

By accessing or using the Service in any way — including by scanning a Cmpnion QR code, sending a message to a Cmpnion assistant, creating a hotel account, or using the dashboard — you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree, do not use the Service.

We may update these Terms from time to time. When we make material changes, we will update the "Last updated" date above and take reasonable steps to notify affected users. Continued use of the Service after changes take effect means you accept the revised Terms.

2. Who these Terms apply to

The Service has two categories of users, and different parts of these Terms apply to each:

Hotel Partners — hotels, guesthouses, villas, and other hospitality properties (and their staff) that contract with Cmpnion to offer the Service to their guests. Sections 8 and 9 apply specifically to Hotel Partners.
Guests — individuals who interact with a Cmpnion assistant to make requests during or in connection with a stay at a Hotel Partner property. Section 7 applies specifically to Guests.

Sections that are not addressed to a specific category apply to everyone who uses the Service.

3. Definitions

"Assistant" means the AI-powered messaging assistant that Guests interact with through WhatsApp or another supported messaging channel.
"Request" means any instruction, order, question, or booking a Guest submits through the Assistant (for example: extra towels, room service, a spa booking, or a hotel-information query).
"Paid Request" means a Request for a chargeable product or service (for example: in-room dining, a spa treatment, laundry, or an extra bed).
"Hotel Services" means the products and services actually provided by a Hotel Partner to its Guests, whether or not requested through Cmpnion.
"Dashboard" means the web interface where a Hotel Partner receives, manages, and updates Requests.
"Commission" means the fee payable by a Hotel Partner to Cmpnion on completed Paid Requests, as described in Section 9.

4. Eligibility

To use the Service you must have the legal capacity to enter into a binding agreement. If you are using the Service on behalf of a company or other organisation (such as staff acting for a Hotel Partner), you represent that you are authorised to bind that organisation to these Terms.

Guests who are minors under the law of their location should use the Service only with the involvement of a parent, guardian, or a responsible adult who accepts these Terms on their behalf.

5. How the Service works

Cmpnion connects Guests with their Hotel Partner through a conversational assistant. In general:

A Guest scans a QR code provided by the Hotel Partner, or otherwise opens a chat with the property's Assistant.
The Guest describes what they need in natural language.
The Assistant confirms the Request and notifies the Hotel Partner's staff, with updates visible on the Dashboard.
The Hotel Partner fulfills the Request. Paid Requests are charged in accordance with Section 7 and Section 9.

Cmpnion provides the technology layer that carries and organises these messages. The Hotel Partner — not Cmpnion — provides, prices, and fulfils the Hotel Services.

6. The AI Assistant

The Assistant is automated and uses artificial intelligence to interpret messages and generate replies. You acknowledge that:

The Assistant may occasionally misunderstand a Request, provide incomplete or inaccurate information, or respond in an unexpected way.
Assistant responses do not constitute professional, medical, legal, or safety advice, and should not be relied on as such.
Availability, pricing, timing estimates, and confirmations relayed by the Assistant are indicative and are ultimately subject to confirmation and fulfilment by the Hotel Partner.
For anything urgent or safety-related — including medical emergencies — Guests should contact the Hotel Partner's front desk or the relevant emergency services directly, and should not rely on the Assistant.

7. Terms for Guests

7.1 Submitting Requests

When you submit a Request, you agree to provide accurate information (such as your room number and what you need). You are responsible for the Requests made through your device or chat session.

7.2 Pricing and payment for Paid Requests

Prices for Paid Requests are set by the Hotel Partner and may change. Before a Paid Request is finalised, you are responsible for reviewing the price and details presented to you. Charges for Paid Requests may be:

billed to your room folio and settled with the Hotel Partner at checkout; or
collected through a payment method presented in the chat,

depending on how your Hotel Partner has configured the Service. Applicable taxes, service charges, resort fees, or gratuities may apply in addition to the displayed price, in line with the Hotel Partner's own policies.

7.3 Changes, cancellations, and refunds

Cancellation and refund terms for Hotel Services are set by the Hotel Partner. Because the Hotel Partner provides the Hotel Services, requests to change, cancel, or refund a Paid Request are handled according to that Hotel Partner's policies. Cmpnion is not responsible for issuing refunds for Hotel Services it does not itself provide, and any refund is subject to the Hotel Partner's policy and applicable law.

7.4 Messaging channel

The Assistant operates over WhatsApp or another third-party messaging service. Your use of that channel is also subject to that provider's own terms and privacy policy. Standard message or data rates from your mobile carrier may apply. Cmpnion does not control and is not responsible for the availability or performance of the underlying messaging service.

7.5 Guest data

Information you share with the Assistant is processed to fulfil your Requests and operate the Service, as described in our Privacy Policy. Do not share sensitive personal information, payment card details in free text, or credentials through the chat unless expressly and securely requested.

8. Terms for Hotel Partners — accounts and use

8.1 Account setup

To use the Service, a Hotel Partner must provide accurate onboarding information (such as its menus, service offerings, prices, policies, and brand details) and keep this information current. You are responsible for the accuracy of all content you supply and for maintaining the security of your Dashboard credentials. You must promptly notify us of any unauthorised access to your account.

8.2 Hotel Partner responsibilities

As a Hotel Partner, you are solely responsible for:

providing and fulfilling the Hotel Services requested through Cmpnion, to the standard your Guests reasonably expect;
the accuracy of the prices, availability, descriptions, and policies you publish through the Service;
complying with all laws applicable to your operation, including consumer protection, food safety, health and safety, licensing, tax, and data protection laws;
collecting and remitting any taxes or charges applicable to your Hotel Services; and
handling Guest complaints, cancellations, and refunds relating to your Hotel Services.

8.3 Guest data and privacy

Where the Service processes personal data of your Guests, you and Cmpnion each act in accordance with applicable data protection law and any separate data processing terms agreed between us. You are responsible for providing your Guests with appropriate privacy notices and, where required, obtaining any necessary consents for the use of Cmpnion at your property.

9. Terms for Hotel Partners — commercial terms

9.1 Commission model

Unless a separate written agreement states otherwise, Cmpnion charges no setup fee and no fixed subscription to begin. Instead, Cmpnion earns a Commission on completed Paid Requests transacted through the Service. The applicable Commission rate is as set out in your order form, dashboard, or a separate agreement between us.

9.2 Settlement

The method and timing of Commission calculation and settlement (for example, whether Cmpnion invoices you periodically, or deducts Commission from amounts it collects on your behalf) are as described in your order form or separate agreement. You agree to keep accurate records of Paid Requests and to cooperate in reconciling amounts due.

9.3 Cancel anytime

Either party may stop using the Service and terminate this arrangement in accordance with Section 16. Termination does not affect Commission already accrued on completed Paid Requests, or obligations that by their nature survive termination.

9.4 No exclusivity

Nothing in these Terms requires a Hotel Partner to route any particular Request through Cmpnion, or prevents Cmpnion from working with other properties, unless a separate agreement states otherwise.

10. Cmpnion's role and limits of responsibility

Cmpnion provides a communication and coordination platform. Except where it acts as the direct provider of a specific feature, Cmpnion is not a party to the arrangement between a Guest and a Hotel Partner for Hotel Services and does not itself provide those Hotel Services.

To the extent permitted by law, Cmpnion is not responsible for the acts or omissions of Hotel Partners or Guests, the quality, safety, or legality of Hotel Services, the accuracy of information a Hotel Partner publishes, or a Guest's or Hotel Partner's failure to meet its obligations.

11. Acceptable use

You agree not to, and not to allow anyone to:

use the Service for any unlawful, fraudulent, harmful, or abusive purpose;
submit false, misleading, or impersonating Requests or information;
harass, threaten, or send abusive, obscene, or defamatory content through the Assistant;
attempt to gain unauthorised access to the Service, other accounts, or connected systems, or to probe, scan, or breach security measures;
introduce viruses, malware, or other harmful code, or otherwise disrupt or overload the Service;
scrape, copy, or harvest data from the Service, or use it to build a competing product; or
reverse engineer or attempt to derive the source code or underlying models of the Service, except to the extent this restriction is prohibited by law.

We may suspend or terminate access for conduct that breaches this section.

12. Third-party services

The Service relies on third-party services, including messaging platforms (such as WhatsApp) and payment processors. Your use of those services is subject to their own terms and privacy policies. We are not responsible for third-party services and do not guarantee their availability, accuracy, or performance.

13. Intellectual property

The Service, including its software, the Assistant, the Dashboard, the Cmpnion name and logo, and all related content and design, is owned by Cmpnion or its licensors and is protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable, revocable right to use the Service as intended by these Terms. No other rights are granted, and all rights not expressly granted are reserved.

Content that a Hotel Partner supplies (such as its menus, brand assets, and policies) remains owned by the Hotel Partner, who grants Cmpnion the licence needed to display and use it to operate the Service.

14. Privacy

Our collection and use of personal data is described in our Privacy Policy, which forms part of these Terms. Please review it to understand how we handle information.

15. Disclaimers and limitation of liability

15.1 "As is"

To the maximum extent permitted by law, the Service is provided on an "as is" and "as available" basis. We do not warrant that the Service will be uninterrupted, error-free, secure, or that the Assistant's responses will be accurate or complete, and we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement.

15.2 Limitation of liability

To the maximum extent permitted by law, Cmpnion will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, or goodwill, arising out of or relating to the Service.

15.3 Exceptions

Nothing in these Terms excludes or limits liability that cannot be excluded or limited under applicable law, including liability for death or personal injury caused by negligence, or for fraud.

16. Suspension and termination

We may suspend or terminate access to the Service, in whole or in part, if you breach these Terms, if required by law, or to protect the Service, other users, or our legitimate interests. A Hotel Partner may stop using the Service as described in Section 9.3. Provisions that by their nature should survive termination — including those on intellectual property, disclaimers, limitation of liability, indemnification, and governing law — will continue to apply.

17. Indemnification

To the extent permitted by law, you agree to indemnify and hold harmless Cmpnion and its officers, employees, and partners from any claims, liabilities, damages, losses, and reasonable expenses (including legal fees) arising out of or connected with your use of the Service, your breach of these Terms, or, in the case of a Hotel Partner, the Hotel Services you provide.

18. Changes to the Service

We may add, change, suspend, or discontinue features of the Service at any time. We will use reasonable efforts to give notice of material changes that significantly affect your use of the Service.

19. Force majeure

Cmpnion is not liable for any failure or delay in performing its obligations caused by events beyond its reasonable control, including natural disasters, epidemics, outages of telecommunications or messaging networks, acts of government, or failures of third-party service providers.

20. Governing law and disputes

These Terms are governed by the laws of the Republic of Indonesia, without regard to its conflict-of-law rules. The parties will first attempt to resolve any dispute amicably. If a dispute cannot be resolved, it will be subject to the exclusive jurisdiction of the courts of the Republic of Indonesia, with the Central Jakarta District Court as the agreed court of jurisdiction, subject to any non-waivable rights you have as a consumer under applicable law.

21. General

Entire agreement. These Terms, together with any order form or separate written agreement and our Privacy Policy, are the entire agreement between you and Cmpnion regarding the Service.
Severability. If any provision is found unenforceable, the remaining provisions stay in effect, and the unenforceable provision will be applied to the maximum extent permitted.
No waiver. Our failure to enforce any provision is not a waiver of our right to do so later.
Assignment. You may not assign your rights or obligations under these Terms without our consent. We may assign ours in connection with a merger, acquisition, or sale of assets.
Notices. We may give notice through the Service, the Dashboard, or to a contact address you provide.

22. Contact

Questions about these Terms can be sent to:

Cmpnion
Email: hello@cmpnion.com
Address: District 8, Treasury Tower Lt. 6 Unit F, Jl. Jend. Sudirman Kav. 52-53, SCBD Lot 28 RT. 005 RW. 003, Senayan, Kebayoran Baru, Jakarta Selatan