Terms of Service

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. AI Output Disclaimer

Suzy answers guests using an AI model reasoning over the FAQ data and property settings you provide. She is built to escalate to a human at your property whenever her confidence is low, rather than guess, and hardcoded crisis keywords always bypass the AI entirely and go straight to a person. But she is not perfect, and we do not claim she is. AI-generated responses are not guaranteed to be accurate.

You are responsible for reviewing the content of your own FAQ bank and property settings, since Suzy’s answers are only as accurate as the information you give her. You are responsible for reviewing guest-facing responses in your dashboard and correcting anything wrong. If Suzy gives a guest an answer that turns out to be mistaken, we want to know immediately: see our Crisis Protocol for exactly what happens next.

Guests are always told they are talking to an AI, not a person. Every text conversation opens with Suzy identifying herself as the property’s AI assistant, and every voice call opens the same way. This is fixed, regulatory wording that the system prepends automatically. It is not something an operator can turn off, and it is not left to the model to decide whether to say.

3. 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

4. Pricing & Payment

Suzy AI is offered at four tiers: Founding Properties ($299/month, first 10 only), Starter ($349/month), Pro ($599/month), and Enterprise ($849+/month). There are no setup fees and no contracts.

Your subscription renews automatically each month at the price you signed up for, charged to the payment method on file, until you cancel. You can cancel at any time from your dashboard under Settings, in the same number of steps it took to sign up: no phone call, no email, no retention flow to fight through. Cancellation takes effect at the end of the current billing period; you keep access until then, and you are not charged again after that.

5. Outcome Guarantee

New customers are billed at signup and covered by a 30-day outcome guarantee: if Suzy doesn’t handle at least 80% of your guest messages without escalation in the first 30 days, you get a full refund, no questions asked.

6. Service Availability

We aim for high availability but do not guarantee a specific uptime percentage. If AI confidence is low, Suzy will gracefully hand off the conversation to human staff instead of guessing.

7. Third-Party AI and Service Disclosure

Suzy AI is built on top of other companies’ infrastructure, plainly: Anthropic (Claude, the AI model that reasons over your FAQ data), Twilio (SMS and voice delivery), Vapi (the voice call platform), Airtable (where your property data and message logs live), and Stripe (billing). Each of these providers has its own acceptable use policy, and each can have outages or change their own terms. An outage, rate limit, or policy change at any of them affects Suzy’s service to you, and we are not responsible for failures that originate with them. We choose these vendors carefully and would tell you if one of them changed how your data is handled.

8. 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.

That cap applies to every kind of claim under these terms, including a claim that Suzy’s AI gave a guest or an operator an inaccurate or hallucinated response. We are not carving AI inaccuracy out of the cap as some separate category of uncapped “direct damages.” An inaccurate AI answer is the core failure mode this product actually has, so if we excluded it from the cap, the cap would not mean anything. It applies to that failure mode like it applies to every other one.

9. Data, Training & Privacy

Your use of Suzy AI is also governed by our Privacy Policy.

We do not use guest data to train AI models.Not ours, not Anthropic’s. Guest messages are sent to Anthropic’s API only to generate the response to that specific guest, under Anthropic’s own commercial API terms, which do not train on API inputs or outputs.

What we retain, and for how long: guest phone numbers and message content are automatically purged within 24 hours of checkout. What remains after that is your property’s FAQ library, your property settings, and aggregate, non-guest-identifying metrics (like resolution rate and response confidence) used to build your ROI and health score reports. None of that is sold. You can export your FAQ library, your full message history, and your property settings as CSV or JSON from your dashboard at any time, without asking us first. See our Continuity page for exactly how that export works.

10. 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.net.
• Carrier Fees: Message and data rates may apply.
• No Marketing: Absolutely no marketing messages will be sent through this channel.

11. Contact

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