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Terms of Service

Last updated: March 21, 2026

1. Service Description

Suzy AI provides automated SMS and voice response services for independent motel properties. The service answers guest inquiries using AI-grounded responses based on property-specific FAQ data, routes crisis situations to property managers, and generates operational reports.

2. Acceptable Use

You agree to use Suzy AI only for legitimate hospitality operations. You may not:

  • Use the service to send unsolicited marketing messages to guests
  • Provide false or misleading FAQ data that could harm guests
  • Attempt to circumvent crisis escalation safety protocols
  • Share your account credentials with unauthorized parties

3. Pricing & Payment

Suzy AI is offered at two tiers: Core SMS ($99/month) and Voice + SMS ($249/month). All plans are billed monthly. There are no setup fees, no contracts, and you may cancel at any time. Cancellation takes effect at the end of the current billing period.

4. Free Trial

New customers receive a 30-day free trial. No credit card is required to start. At the end of the trial, you may choose to subscribe or your account will be deactivated.

5. Service Availability

We strive for 99.9% uptime. Suzy AI depends on third-party services (Twilio, Anthropic, Airtable) and is not responsible for outages caused by those providers. If AI confidence falls below 90%, Suzy automatically escalates to your front desk staff, ensuring guests always receive a response.

6. Limitation of Liability

Suzy AI is an automation tool and does not replace human judgment for emergency situations. Crisis keywords (911, fire, police, emergency, refund, help me, i'm scared, someone broke in, break in, intruder, hurt, bleeding, unconscious, overdose, call 911, need ambulance, heart attack) are always routed directly to property management and are never handled by AI. Suzy AI is not liable for any damages arising from AI-generated responses, service interruptions, or guest interactions. Our total liability is limited to the fees paid in the 12 months preceding the claim.

7. Data & Privacy

Your use of Suzy AI is also governed by our Privacy Policy. Guest PII is automatically purged within 24 hours of checkout.

8. SMS Communication Policies

To safely comply with U.S. telecom regulations (A2P 10DLC), the following terms specifically govern your interaction with the Suzy AI messaging program:

  • Message Types: All messages are strictly transactional and for guest communication only.
  • Message Frequency: Message frequency varies dynamically based upon guest activity.
  • Opt-Out Instructions: Reply STOP to any message to instantly opt out.
  • Help Instructions: Reply HELP for assistance, or contact khaleal@suzyai.com.
  • Carrier Fees: Message and data rates may apply.
  • No Marketing: Absolutely no marketing messages will be sent through this channel.

9. Contact

For questions about these terms, contact us at khaleal@suzyai.com.