Terms of Service

Last updated: 4 August 2026 · Additional clauses: 6 October 2026

Please read these Terms of Service carefully before using Kiyo. By accessing or using our platform, you agree to be bound by these terms.

1. Acceptance of Terms

By creating an account or using any part of Kiyo, you confirm that you are at least 18 years old, have the authority to enter into this agreement, and agree to comply with these Terms of Service and all applicable laws and regulations. If you accept for a hotel, property or company, you confirm that you are authorised to bind that operator. The operator is responsible for its authorised staff and agents, keeping account information current, protecting credentials and promptly reporting suspected unauthorised access. Access must be limited to people authorised to act for the operator.

2. Description of Service

Kiyo is a cloud-based property management and direct booking platform designed for hospitality operators. The platform provides tools for managing reservations, channel distribution, guest communications, and direct bookings. Access is provided on a subscription basis.

3. Hotel Operator Responsibilities

As a hotel operator or property manager using Kiyo, you are responsible for: (a) maintaining accurate property information, rates, and availability; (b) honouring all confirmed bookings; (c) complying with all applicable hospitality, consumer protection, and data privacy laws in your jurisdiction; and (d) maintaining current payment details to process guest payments. The operator is responsible for the lawful operation of its accommodation, property descriptions, content rights, guest-facing prices and taxes, cancellation rules and fulfilment of stays. Check rate plans, room mappings and availability when enabling or changing a connection, review booking and synchronisation alerts, and report discrepancies promptly. Do not knowingly submit false inventory or bookings, send unsolicited messages, misuse guest information, bypass access controls, scrape unsupported interfaces or exceed documented usage limits. Booking-related communications must have a lawful basis; marketing requires any consent required by law.

4. Guest Booking Terms

When you make a booking through a property using Kiyo, your booking contract is with the property operator. Kiyo acts as a technology platform only. Cancellation policies, refund terms, and check-in procedures are set by the individual property and displayed during the booking process. The operator must make its accommodation, cancellation, no-show and refund conditions available before the guest confirms a booking. A payment attempt or pending reservation is not a confirmed stay; the confirmation issued through the applicable booking flow identifies the booking status. The operator handles accommodation complaints, cancellations and fulfilment, while Kiyo provides the platform support described in these Terms. Mandatory guest and consumer rights remain unaffected.

5. Subscription and Payment-Link Fees

Kiyo charges recurring subscription fees in advance for your selected billing cycle. A payment-link fee also applies only when you collect a payment through a Kiyo payment link: 5% on Starter, 2.5% on Pro, 2% on Business, and a negotiated rate for Enterprise from the current Enterprise baseline. The payment-link fee does not apply to OTA-collected or already-paid bookings. The applicable subscription price and payment-link fee shown on the pricing page, in account settings, and in your final order confirmation form part of this agreement. We will give reasonable notice before a future rate change takes effect.

6. Payments and Payouts

Payment processing is provided by third-party payment providers. Kiyo does not store payment card information. All transactions are subject to the terms of the applicable payment provider. Service fees, if any, are disclosed at the time of booking. Payouts are released on the frequency you select in your account settings (weekly or daily). Payouts to property operators are inclusive of all local taxes owed on their own revenue (including local accommodation tax) — Kiyo reports each payout but does not withhold or remit taxes on a property operator's behalf; this remains the property operator's sole responsibility. A valid NPWP (and NPWPD, where applicable) must be on file before any payout is released; bookings may still be accepted and processed in the meantime, with payouts held until these are provided. For payments collected through Kiyo, the operator authorises Kiyo to arrange collection through payment providers on its behalf, receive the resulting provider settlement balance and instruct the net payout to its nominated bank account. The operator authorises deduction of the agreed Kiyo fees and applicable payment-provider charges disclosed for the transaction, and of refunds, reversals or chargebacks attributable to that operator's bookings. The operator must provide accurate bank and verification information, cooperate with payment disputes and fund amounts owed for refunds or reversals after a payout. Any recovery or deduction must relate to an amount properly due and comply with applicable law. A successful guest charge does not by itself establish that provider settlement or a refund has completed. Termination or suspension does not extinguish Kiyo's obligation to account for and release funds properly owed to the operator, subject to lawful deductions and restrictions.

7. Third-Party Services

Kiyo integrates with third-party channel-distribution, payment-processing, communication, and analytics service providers to deliver the platform. These providers operate under their own terms and privacy policies. Kiyo is not responsible for the acts, omissions, downtime, or errors of any third-party provider, including delayed or failed synchronization with external booking channels. Where a third-party provider's failure affects your bookings or payouts, Kiyo will make reasonable efforts to assist but is not liable for losses arising from that provider's own conduct. Enabling a channel, messaging service or other integration authorises the exchange of data necessary to operate that connection. The operator must have authority to connect the account and comply with the applicable provider terms. Third parties may change or withdraw their services or interfaces. Kiyo does not promise permanent availability of any particular connection; these exclusions do not excuse Kiyo's own express obligations or duties that cannot lawfully be excluded.

8. Subscription Billing and Suspension

Subscription fees are billed in advance on your selected billing cycle. If a payment fails, we will attempt to charge your payment method again and send you a reminder to update your payment details. If payment remains unresolved, we will send a final notice with a minimum three-day period to resolve it before your account is suspended. A suspended account loses access to booking management, connected channels, and reporting; your data is retained for 30 days after suspension so you can reactivate by resolving payment, after which it may be permanently deleted per our data retention practices.

9. Intellectual Property

All content, software, and technology forming part of Kiyo is owned by or licensed to us. You may not reproduce, distribute, or create derivative works without our express written permission. Your property content (photos, descriptions) remains your property; you grant us a licence to display it on the platform. The operator retains its rights in property content and operational data. It grants Kiyo permission to host, copy, transmit and process that material only as necessary to deliver configured services, connected distribution, requested support and applicable legal obligations. This permission does not transfer ownership of the operator's content.

10. Limitation of Liability

To the maximum extent permitted by law, the platform is provided "as is" and "as available," without warranty that it will be uninterrupted, error-free, or fully synchronized with third-party booking channels at all times. Kiyo shall not be liable for any indirect, incidental, or consequential damages arising from your use of the platform, including damages arising from booking synchronization errors, double bookings, or platform unavailability. Kiyo's total liability to you across any 12-month period shall not exceed the total fees paid by you to Kiyo in that period. This limitation does not apply to Kiyo's obligation to release funds properly owed to you under Section 6, nor to liability that cannot be excluded under applicable law, including gross negligence or willful misconduct. For the liability cap, fees mean charges for Kiyo services, not gross guest payments, provider settlement balances or hotel funds awaiting payout. Nothing in these Terms transfers a guest's or regulator's mandatory legal rights to the operator or excludes liability that applicable law does not permit to be excluded.

11. Indemnification

You agree to indemnify Kiyo against claims, damages, or costs (including reasonable legal fees) arising from your breach of these Terms, your failure to comply with applicable laws (including tax obligations), or any claim by a guest or third party relating to your property. Kiyo will notify the operator of an indemnified claim and provide reasonable cooperation. The parties will coordinate its defence; no settlement may admit liability or impose a non-monetary obligation on the other party without that party's consent. This indemnity does not require the operator to bear liability caused by Kiyo's gross negligence or wilful misconduct, or any liability that law requires Kiyo to bear.

12. Force Majeure

Neither party is liable for delay or failure to perform any obligation under these Terms where the delay or failure results from causes beyond that party's reasonable control, including natural disasters, internet or power outages, government action, or labour disputes.

13. Termination

Either party may terminate this agreement by providing 30 days written notice. We may suspend or terminate access immediately if you breach these terms or if continued access creates legal or security risk. Before closing an account, the operator should request any required export and arrange the continued handling of existing bookings, connected channels and guest communications. After access ends, outstanding payment, refund and dispute obligations survive. Loss of product access or expiry of a reactivation window does not itself require deletion of records that must be retained under the Privacy Policy or applicable law.

14. Modifications to Terms

We may update these Terms from time to time. Material changes will be communicated by email or in-platform notice at least 14 days before taking effect. Continued use of Kiyo after that date constitutes acceptance of the updated Terms.

15. Severability and Entire Agreement

If any provision of these Terms is found unenforceable, the remaining provisions continue in full force. These Terms, together with your pricing plan and any order confirmation, constitute the entire agreement between you and Kiyo regarding your use of the platform, and supersede any prior agreements on the same subject. For guest and staff data processed on the operator's instructions, the operator acts as controller and Kiyo as processor. These Terms, the operator's service configuration and its authorised requests provide documented processing instructions for reservation management, distribution and guest communications. The operator warrants a lawful basis for the data it supplies, must provide required privacy information to individuals and authorises the use of service providers necessary for its selected services, subject to applicable subprocessor-approval requirements. Kiyo processes such data on those instructions, protects its confidentiality, applies appropriate security measures, and provides assistance with rights requests and personal-data incidents as required by law. The Privacy Policy explains the processing, recipients, international transfers and retention. Kiyo separately determines processing necessary for its own account administration, billing, security and legal obligations. An agreement signed by both parties prevails over conflicting standard Terms only to the extent of that conflict. Mandatory law prevails over either language version; neither translation reduces statutory rights.

16. Governing Law

These Terms are governed by the laws of the Republic of Indonesia. Any disputes shall be resolved through good-faith negotiation. If unresolved, disputes shall be submitted to the jurisdiction of the South Jakarta District Court (Pengadilan Negeri Jakarta Selatan).

17. Contact

Questions about these Terms should be directed to our support team. We aim to respond within 2 business days.

Email us → hello@kiyoHQ.com