Terms of service
Last updated: 6 October 2026
1. What the service is
Novelink Concierge is a software platform provided to accommodation businesses (hotels, resorts, B&Bs) to manage communication with their guests, with a digital assistant, internal bookings, room service, a loyalty programme and other stay-related services.
2. Who uses what
The accommodation business registers on the platform (registration creates the administrator account and the first property and requires accepting these Terms and the Privacy policy) and configures its active modules, content and assistant rules. The administrator can create accounts for colleagues (staff), giving each a role and, where needed, a property. The guest opens their session from the property's QR code or link, without creating an account.
3. Plans and limits
Each organisation has a plan with limits on properties, users, assistant messages and automations per month, shown in "Plan and usage". Plans are changed by writing to Novelink (help@novelink.ai).
4. Assistant limitations
The assistant's replies may contain errors or inaccuracies and do not replace an answer checked by the staff on important matters (medical, safety, contractual). In an emergency the assistant routes the request to the staff, but contacting local emergency numbers directly remains the safest choice.
5. Service availability
The service is provided without any guarantee of uninterrupted availability. Interruptions due to maintenance, infrastructure provider issues or force majeure may occur and do not replace the property's direct emergency channels.
6. Acceptable use
You may not use the service to send unlawful content, attempt to compromise its security or automate mass requests beyond normal use: such behaviour may lead to access being suspended.
7. Personal data
The processing of personal data collected through the service is described in the Privacy policy.