Terms of Service

1. Acceptance of these terms

By creating a Butlr account, scanning your Butlr ID at a venue, or using the Butlr app or venue portal, you agree to these Terms of Service. If you do not agree, please do not use Butlr.

2. What Butlr is

Butlr is a guest-service platform connecting you with hotels, resorts, clubs, and other partner venues. Through the app you can order food and services, book amenities, message staff, and use your Butlr ID across the venue network. The services themselves (meals, housekeeping, spa treatments, transport, and so on) are provided by the venue, not by Butlr.

3. Your account and Butlr ID

• You must provide accurate information. If you are a minor, a parent or guardian is responsible for your use of Butlr and any bookings made through it.
• Your Butlr ID (e.g., BTLR-XXXXXX) is personal. Do not share it; anyone presenting it may be treated as you at check-in.
• You are responsible for activity on your account. Tell us immediately at info@onebutlr.com if you suspect unauthorised use.
• You may sign in on multiple devices and can sign out any device remotely from the app's device list.

4. Bookings, orders, and the venue's role

When you place an order or booking through Butlr, your contract for that service is with the venue. The venue sets prices, availability, service hours, and house rules, and is responsible for fulfilment, quality, and safety. Butlr transmits your request and payment but does not prepare your food, clean your room, or operate venue facilities. Cancellation and refund rights are set out in our Refund Policy.

5. Prices and payments

• Prices are shown in the venue's currency before you confirm. Taxes and service charges are itemised where applicable.
• Card payments are processed by MyFatoorah, our licensed payment processor. By paying you also accept MyFatoorah's terms. Butlr does not store full card details.
• Some purchases may be billed by Apple through in-app purchase; Apple's terms apply to those transactions.
• Charging to your room/account is subject to the venue's confirmation at checkout.

6. Venue subscriptions

Venues subscribe to Butlr under a separate venue agreement covering fees, commission, billing cycle, and cancellation. Where no signed agreement exists, the plan terms shown at registration apply. Venue subscriptions renew automatically until cancelled with effect from the next billing cycle.

7. Acceptable use

• No fraudulent bookings, payment abuse, or impersonation of staff or other guests.
• No abusive, threatening, or unlawful messages to staff or through the concierge chat.
• No misuse of the SOS feature · it is for genuine emergencies only.
• No reverse engineering, scraping, or interfering with the platform's security or other venues' data.

We may suspend or terminate accounts that violate these rules. Venues may also decline service per their house rules and applicable law.

8. AI concierge

The AI concierge provides automated answers and can make mistakes. It is not a substitute for venue staff in matters of safety, health, allergies, or emergencies · ask for a human ("Speak to a human") or contact staff directly for anything important. Venue information provided by the AI is confirmed by the venue's own listings at the time of booking.

9. SOS feature

The SOS button alerts venue staff with your location and escalates if unacknowledged. It depends on network coverage, device permissions, and venue response, and is not a replacement for official emergency services. In a life-threatening situation, always call your local emergency number first.

10. Intellectual property

Butlr, the Butlr wordmark, the app, and the portal are owned by Butlr and its licensors. We grant you a personal, non-transferable licence to use the app for its intended purpose. Venue names, logos, and menus belong to the respective venues.

11. Service availability & maintenance

Butlr is a technology platform and may be unavailable from time to time — for scheduled maintenance, updates, or reasons outside our control such as network, hosting, or third-party provider issues. We do not guarantee that the app or the venue portal will be uninterrupted, error-free, or available at any particular time, and we may modify, suspend, or discontinue any part of the service. To the maximum extent permitted by law, neither Butlr nor the venue is liable for any loss, damage, or inconvenience arising from downtime or unavailability. During an outage, venues and guests should use normal channels (front desk, phone) until service is restored.

12. Disclaimers and liability

Butlr is provided "as is". To the maximum extent permitted by law, Butlr is not liable for the acts or omissions of venues, for service interruptions, or for indirect or consequential losses. Our total liability for claims relating to the platform is limited to the amounts you paid through Butlr in the 12 months before the claim. Nothing in these terms excludes liability that cannot be excluded by law, including your statutory consumer rights.

13. Apple App Store terms

If you downloaded Butlr from the Apple App Store: these terms are between you and Butlr, not Apple. Apple has no obligation to provide support or maintenance and is not responsible for the app or any claims relating to it. Apple and its subsidiaries are third-party beneficiaries of these terms and may enforce them.

14. Termination

You may stop using Butlr and delete your account at any time in the app (Me tab → Sign out → Delete account); deletion completes after a 30-day grace period. We may suspend or terminate access for breach of these terms, fraud, or legal requirement, and will tell you why unless the law prevents it.

15. Changes to these terms

We may update these terms as the platform evolves. Material changes will be announced in the app or by email before they take effect; continued use after that constitutes acceptance.

16. Governing law and disputes

These terms are governed by the laws of the Kingdom of Saudi Arabia, and disputes are subject to the jurisdiction of the competent courts and committees of the Kingdom · without prejudice to mandatory consumer protections in your country of residence. Contact us first at info@onebutlr.com; most issues are resolved within days.