Legal
Terms & Conditions
1. The Service
GuestOS is a South African short-term rental (STR) guest-experience and host-operations platform. The service provides a digital guest guide, QR-based property access, cleaning and maintenance management, and optionally a tax administration module ("Tax Pack").
GuestOS is a software-as-a-service (SaaS) product delivered entirely online. On-site support and property management remain the sole responsibility of the host and their appointed partners.
GuestOS is not a booking system. It does not manage reservations, rates, channel distribution, or guest check-in logistics. Its purpose is to enhance the guest journey — giving guests all the information they need before, during, and after their stay, and giving hosts the tools to deliver a consistent, professional experience.
2. Billing & Subscriptions
Access to GuestOS is provided on a monthly subscription basis. Current pricing:
- GuestOS Core — R299/month
- GuestOS + Tax Pack — R599/month (inclusive of Core)
Subscriptions are billed on the 1st of each month via Stitch, a registered South African payment provider. By activating your subscription you authorise Stitch to debit your registered card on a recurring monthly basis.
Pricing is subject to change. GuestOS will provide at least 30 days' written notice of any price increase via email to the registered account address.
3. Once-off Setup Fee
A once-off setup fee is charged at the time of account creation to cover guide build, content migration, and the onboarding session:
- GuestOS Core — R2 999
- GuestOS + Tax Pack — R4 998
- Tax Pack add-on (existing Core subscriber) — R1 999
The setup fee is processed via Stitch at account activation. Payment is required before the account goes live.
4. Cancellations
To cancel your GuestOS subscription, written notice of at least 30 days must be submitted by email to support@guestos.co.za. Cancellation requests submitted via the Stitch payment portal do not constitute written notice for the purposes of these Terms — please email us directly.
Cancellation takes effect at the end of the billing month following the 30-day notice period. Your account and guest guide remain accessible until the end of the paid period. No further charges are made after cancellation is confirmed.
GuestOS reserves the right to suspend or terminate an account immediately where the Terms are breached, payments fail after two retry attempts, or fraudulent activity is suspected.
5. Refunds
Monthly subscription: No refund is issued for the current billing month. Cancellation prevents future charges.
Setup fee: The setup fee is non-refundable once the onboarding session has taken place or the account has been activated and content published.
Pre-onboarding refund: If you cancel before your onboarding session and before account activation, GuestOS will refund the setup fee in full within 10 business days, less any third-party payment processing fees.
Refund requests must be submitted to support@guestos.co.za. GuestOS does not accept chargebacks as a substitute for a refund request.
6. Support SLA
GuestOS provides email-based support at support@guestos.co.za. Support is available Monday–Friday, 08:00–17:00 SAST, excluding South African public holidays.
| Priority | Definition | First response |
|---|---|---|
| Critical | Platform inaccessible for all guests / host unable to log in | 4 business hours |
| High | Key feature broken (e.g. guest guide not loading, QR not resolving) | 1 business day |
| Standard | Content updates, account queries, billing questions | 1–2 business days |
| Feature request | Suggestions and enhancements | Acknowledged within 5 business days |
SLA refers to first response time, not resolution time. GuestOS will provide progress updates for unresolved issues at regular intervals. On-site or third-party support is excluded from this SLA and remains the responsibility of the host's appointed partner.
7. POPI Act & Privacy
GuestOS processes personal information in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA).
Information we collect
- Host contact details (name, email, phone, business name)
- Property and listing details provided by the host
- Guest information submitted via request forms (name, contact, stay dates) — collected on behalf of the host
- Payment metadata via Stitch (no card numbers are stored by GuestOS)
- Platform usage logs (for error monitoring and security)
Purpose of processing
Personal information is used solely to provide and improve the GuestOS service, process payments, and communicate service updates. It is not sold or shared with third parties for marketing purposes.
Third-party processors
- Stitch — payment processing. Stitch is POPIA-compliant and PCI DSS certified.
- Resend — transactional email delivery.
Data retention
Host and property data is retained for the duration of the subscription and for a further 12 months after cancellation to facilitate reactivation and legal compliance. Guest request data is retained for 90 days then purged.
Your rights
Under POPIA you have the right to access, correct, or request deletion of your personal information. Submit requests to support@guestos.co.za. We will respond within 10 business days.
Information Officer
The GuestOS Information Officer is contactable at support@guestos.co.za.
8. Intellectual Property
The GuestOS platform, branding, and software are the intellectual property of GuestOS (Pty) Ltd. Your subscription grants you a non-exclusive, non-transferable licence to use the platform for your own property management purposes.
Content you upload (property descriptions, images, guides) remains your property. By uploading content you grant GuestOS a limited licence to display it within the platform solely for service delivery.
9. Limitation of Liability
GuestOS provides the platform "as is." To the maximum extent permitted by South African law, GuestOS is not liable for indirect, incidental, or consequential loss arising from use of the service, including but not limited to lost bookings, revenue loss, or guest disputes.
GuestOS's total cumulative liability under these Terms shall not exceed the total fees paid by you in the three months preceding the claim.
10. General
Governing law: These Terms are governed by the laws of the Republic of South Africa. Disputes are subject to the exclusive jurisdiction of the courts of the Western Cape.
Amendments: GuestOS may update these Terms at any time. Material changes will be communicated by email at least 30 days before taking effect. Continued use of the platform after the effective date constitutes acceptance.
Entire agreement: These Terms, together with any order confirmation or account agreement, constitute the entire agreement between you and GuestOS.
Questions? Email support@guestos.co.za.