These terms set out the agreement between you and Wisa when we build or look after anything for your business: a website, a guest guidebook, the compliance and cleaner add-ons that go with it, or any other work we quote you for. Please read them before paying. If anything is unclear, ask before you go ahead, we would much rather sort it out now than later.
Sections 1 and 2 apply to everyone. Then read the part covering what you are buying:
Part A if we are building you a website, sections 3 to 8.
Part B if we are installing a Guest & Go guidebook at your property, sections 9 to 15.
Part C if you have taken the Plus add-ons, compliance tracking or cleaner management, sections 16 to 18.
Part D if we are doing any other work for you, such as branding, section 19.
Sections 20 to 23 apply to everyone again. If you buy more than one of these, each part applies.
1 Who we are
In these terms, "we", "us" and "Wisa" mean the general partnership trading as Wisa. The partners are Lisa Pagin and Willow Pagin. Our address for service of documents is Bay View, Gyllyngvase Road, Falmouth, Cornwall TR11 4DJ. We also trade as Graft & Go and Guest & Go; both are brands of Wisa, and these terms apply whichever name you came to us through.
"You" means the business named on your payment or written acceptance. "The Site" means the website we build for you. "The Guidebook" means the guest guidebook service described in Part B. "Care Plan" means the monthly service described in section 6. "Guidebook Plan" means the monthly service described in section 15. "Plus add-ons" means the compliance tracking and cleaner management described in Part C.
You can contact us at hello@wisaai.co.uk or on 07861907147. Any formal notice under these terms should be sent by email to that address.
2 These terms, and when they apply
These terms apply when you accept a website or a guidebook installation from us, whether by paying, by ticking the acceptance box at checkout, or by confirming in writing that you want to proceed. They form the whole agreement between us and replace anything discussed beforehand.
We may update these terms from time to time. Any change applies from the date it is published and will not affect work already paid for. If we make a material change to the Care Plan or the Guidebook Plan, we will tell you at least 30 days beforehand.
3 The website build
We build websites on a look-first basis. We will prepare a version of your website and show it to you. You owe us nothing at that stage, and you are under no obligation to proceed.
If you tell us you want it, the build fee is payable within 7 days of the date we send you the website to view. We put the Site live once payment has cleared. The fee covers:
- A single-page or small multi-page website built to the specification we agree
- Layout, design and setup for desktop and mobile
- Setting up hosting and connecting your domain
- Up to two rounds of amendments to the version we show you
Anything beyond that, such as additional pages, online booking or payments, e-commerce, logo or brand design, photography, copywriting, or integration with other systems, is not included and will be quoted separately.
Approval
Before the Site goes live you must confirm in writing that the content is correct. Once you have approved it, the Site is treated as accepted. Later changes fall under the Care Plan or are chargeable.
4 Your responsibilities
This section matters more than any other, so please read it carefully.
You are responsible for the accuracy of everything on your website. That includes, in particular:
- Registration, certification and licence numbers, for example Gas Safe, NICEIC, FENSA, waste carrier or insurance references
- Trading names, addresses, phone numbers and email addresses
- Descriptions of the services you offer and any qualifications you hold
- Any prices, guarantees or response times you ask us to publish
We may draft initial content from publicly available information to show you what a website could look like. Any such content is a draft only and must be checked and confirmed by you before the Site goes live. We do not verify certifications or registrations, and we are not responsible for content you have approved.
You confirm that you own, or have permission to use, any logos, photographs, text or other material you give us, and that publishing it will not infringe anyone else's rights. You agree to reimburse us for any loss we suffer from a claim that it does.
You must not ask us to publish anything unlawful, misleading, or in breach of advertising rules or your trade body's requirements. We may refuse or remove such content.
5 Domain names
Your domain is registered in your name and belongs to you. We register and pay for it on your behalf and recharge the cost to you.
We hold administrative access so we can keep the Site running. You may ask us to transfer full control to you at any time, and we will do so within a reasonable period at no charge.
If our agreement ends for any reason, the domain remains yours. You will need to take over paying for its renewal. We are not responsible for a domain lapsing after our agreement ends, or where you have not paid a renewal we have recharged.
6 The Care Plan
The Care Plan is a monthly subscription that keeps your website live and current. It includes:
- Hosting and the SSL security certificate
- Registration and renewal of your domain, recharged at cost
- Up to six small content changes per year, each up to around 30 minutes of work, such as updating a phone number, price, service or photograph
- Keeping your Google Business Profile details consistent with the Site
- Email support on reasonable notice
Larger changes, such as new pages, redesigns or new features, are quoted separately. We will always tell you before doing chargeable work.
The Care Plan is billed monthly in advance by card. The first payment is taken at the same time as the build fee, and the Site goes live once both have cleared.
7 Cancelling the Care Plan
You may cancel the Care Plan at any time by giving us 30 days' written notice. There is no minimum term and no exit fee. We will take one final payment covering the notice period.
When the notice period ends:
- The Site is taken offline. Hosting is part of the Care Plan, so it does not continue once the Care Plan stops.
- Your domain remains yours, and we will hand over full control of it.
- We will keep a copy of the Site for 30 days in case you change your mind. After that we may delete it.
The build fee is not refundable on cancellation, as it covers work already carried out.
We may cancel by giving you 30 days' notice, and will refund any subscription covering a period after the Site is taken offline.
If payment fails
If a subscription payment fails we will contact you. If it remains unpaid after 14 days we may suspend the Site until it is settled. We will always try to reach you first.
8 Ownership of your website
Once the build fee is paid in full, you own the content, images and text of your Site, together with the design as it applies to your business.
We keep ownership of any underlying code, templates, components and methods we use across our work, and may reuse them for other clients. Nothing in these terms prevents us from building similar websites for other businesses, including in the same trade.
We may show your Site as an example of our work unless you ask us not to.
9 What the Guidebook is
The Guidebook is a managed service. We build you a private web guidebook for your property, install it on one or more tablets in kiosk mode, and keep it running and up to date. Guests can also reach it by scanning a QR code on their own phone.
It normally includes a welcome screen, your house manual, a local area guide, a what's on nearby section, and an AI concierge that answers guest questions. What you get is set out in the quote we agree with you.
This is a service, not software you buy. The guidebook runs on our hosting, in our accounts, using our systems. You are paying for it to be run for you, in the same way the Care Plan runs a website.
10 Setup and installation
The setup fee is a one-off charge covering the work of getting you live: a discovery session with you, building your property's content, configuring the tablets, and installing them at your property. It is payable before installation unless we agree otherwise in writing.
Getting your content right depends on you giving us the information we ask for. If we are waiting on you, installation is delayed, and we cannot be held to a date that has passed because information was outstanding.
The setup fee is not refundable once we have begun building your content, as it covers work already carried out.
11 Tablets and equipment
We supply the tablets, their stands and cables, and the kiosk software licence. The setup fee covers the work of supplying, configuring and installing them, along with the rest of the setup described in section 10.
The equipment remains our property at all times. It is provided for your use as part of the service and is not sold to you, whatever you have paid in setup fees or subscriptions. You must not sell it, give it away, dispose of it, lend it to anyone else, or offer it as security for anything.
We configure the tablets and lock them into kiosk mode so guests cannot leave the guidebook or reach anything else on the device. You must not unlock them, reset them, install other software, or change their settings, because doing so will stop the guidebook working and may expose the device to your guests.
While the equipment is at your property it is in your care. You are responsible for loss, theft and damage beyond fair wear and tear, and replacing a lost or damaged tablet is chargeable at our cost of replacing it. We will get the replacement configured and running for you. Please tell us as soon as something goes missing or stops working.
The tablets need mains power and working wifi at your property. Keeping those available is your responsibility, and the guidebook will not work without them.
12 Your content, and your approval
This section matters as much as section 4, so please read it carefully.
Nothing appears on a guest's screen without your approval. We draft content and put it in front of you, and you approve it before it goes live. Guest-facing content is your reputation, so the final say is always yours.
You are responsible for the accuracy of everything in your Guidebook. That includes, in particular:
- House rules, check-in and check-out times, and access or key information
- Safety information, including fire exits, alarms and emergency contacts
- Appliance and equipment instructions
- Any allergen, dietary or accessibility information
- Prices, offers and anything you ask us to publish about your property
We may draft initial content from information you give us and from publicly available sources, to show you what your Guidebook could look like. Any such content is a draft only and must be checked and approved by you before it goes live. We are not responsible for content you have approved.
You confirm that you own, or have permission to use, any photographs, text or other material you give us. We use real photography only and do not use AI-generated images of your property or the local area.
Local information, such as opening times, events and recommendations, changes without notice. We refresh it regularly and in good faith, but we cannot guarantee that a third party's details are correct on any given day.
13 The AI concierge
The Guidebook includes an AI concierge that answers guest questions. You should understand how it works and what it will not do.
It answers only from the content you have approved. It is deliberately built not to guess. If a guest asks something outside your approved content, it says it will pass the question to the host and sends the question to you. It does not answer general questions about your property from its own knowledge.
AI systems can still make mistakes or misread a question. We do not warrant that every answer will be correct or complete, and the concierge is not a substitute for you being reachable. It must not be relied on for emergencies, and your Guidebook will carry emergency contact details for that reason.
Questions passed to you are yours to answer. We do not answer guest questions on your behalf unless we have separately agreed to.
14 Guest data and privacy
The Guidebook is built to hold as little about your guests as possible. Guests do not create accounts, greetings use a surname only, names are removed at checkout, and conversations with the concierge are not kept after the stay.
You are the data controller for information about your guests. We act as your processor and only use it to run the service for you. You are responsible for having an appropriate privacy notice for your guests, and we will make ours visible on the device.
If you give us guest names so the welcome screen can greet them, you confirm you are entitled to share them with us for that purpose.
15 The Guidebook Plan, and cancelling
The Guidebook Plan is a monthly subscription that keeps the service running. It includes hosting, the AI concierge, regular content updates, the weekly what's on refresh, monitoring, and support by email on reasonable notice.
It is billed monthly in advance by card. The first payment is taken at installation unless we agree otherwise. Larger pieces of work, such as adding a property, a significant content rebuild, or new features, are quoted separately.
You may cancel at any time by giving us 30 days' written notice. There is no minimum term and no exit fee. We will take one final payment covering the notice period.
When the notice period ends:
- The Guidebook is switched off. Hosting and the concierge are part of the Plan, so they do not continue once it stops. The tablets will no longer show your guidebook.
- The equipment comes back to us, as set out below.
- You will receive an export of your approved content. We will keep a copy for 30 days in case you change your mind, and after that we may delete it.
The setup fee is not refundable on cancellation.
We may cancel by giving you 30 days' notice, and will refund any subscription covering a period after the Guidebook is switched off.
Getting the equipment back
Because the tablets, stands and cables stay ours throughout, they come back to us when the service ends, whoever ended it.
We will arrange collection, or send you packaging to return them, within 30 days of the service ending. We pay the cost of getting them back. All we ask is that you make them available and take reasonable care of them in the meantime.
If equipment is not returned within 30 days of us arranging collection, or comes back damaged beyond fair wear and tear, we may charge you the cost of replacing it. We will tell you the amount before charging anything.
There is nothing of yours on the tablets to worry about. They hold no guest data once the Guidebook is switched off, and we wipe and reconfigure them before they are used anywhere else.
If payment fails
If a subscription payment fails we will contact you. If it remains unpaid after 14 days we may switch off the Guidebook until it is settled. We will always try to reach you first.
Anything you sell to your guests
Your Guidebook may show extras, offers or requests for your guests, such as a welcome hamper or a late checkout. Those are sold by you to your guest, not by us. Wisa is not a party to that sale. Pricing, taking the money, providing the item, refunds, licensing and any consumer rights your guest has are all yours to handle, and you are responsible for the legal requirements that go with what you sell.
16 What the Plus add-ons are
Plus means the Guidebook together with two extras: compliance tracking and cleaner and turnaround management. They are ordered alongside the Guidebook, billed on the same Guidebook Plan, and cancelled on the same notice.
They are add-ons, not standalone services. They only run alongside a Guidebook, and if the Guidebook Plan ends they end with it.
17 Compliance tracking
Compliance tracking means we keep a record of the certificates and renewal dates you give us, and remind you before they run out.
We do not carry out inspections, tests or checks of any kind. We do not issue, verify or certify anything. We do not give legal, safety or regulatory advice, and we are not qualified to.
Holding valid, in-date certificates is your legal responsibility and it stays yours. A reminder from us is a convenience, not a guarantee, and not a substitute for your own records.
We work only from the dates and documents you give us. If what you give us is wrong, incomplete or out of date, our record will be too. Please tell us whenever something is renewed, replaced or no longer needed.
If a reminder does not reach you, for any reason, that does not move responsibility for the certificate to us.
18 Cleaner and turnaround management
Cleaner management means a PIN-protected area on the tablet holding a cleaning checklist for each unit, reference photographs of how a room should be left, and a log of the cleans that have been submitted.
Your cleaners are yours, not ours. We do not employ, engage, supervise, vet, train, pay or insure them, and nothing in these terms makes us their employer or makes them our staff or contractors. Arrangements between you and whoever cleans for you are entirely between you and them.
We do not inspect or guarantee the standard of any clean. The log records what was submitted through the checklist. It is not evidence that the work was actually done, or done properly. Checking that remains yours.
The staff PIN is yours to look after. Tell us if it needs changing and we will change it. We are not responsible for what someone does with a PIN you have shared.
Photographs you give us of your property remain yours. You are giving us permission to use them in your checklist for as long as the service runs.
19 Other services
We also quote for other work. That includes a branding package, meaning a logo, colours, fonts and a few basic templates, bundles of branding with a website, and other services we may add over time.
These terms apply to that work too. The scope, the price and anything specific to the job are set out in the quote or invoice we send you, and where that differs from these terms for that job, the quote takes precedence.
Branding work in particular
- Once the fee is paid in full, the final brand assets are yours to use as you wish.
- Fonts, icons and stock images are licensed to you where the licence allows it. Where it does not, we will tell you what needs licensing in your own name.
- We do not carry out trademark or availability searches. Checking that a name, logo or strapline is free for you to use is yours to do, and it is worth doing before you start using it.
- We may show the work in our portfolio and on our own channels, unless you ask us not to.
Anything we quote you for that is not described in these terms is still covered by sections 20 to 23.
20 What we do not promise
We take care over our work, but we cannot promise:
- Any particular position in Google or other search engines, or any level of traffic, enquiries, bookings or sales
- That the Site or the Guidebook will be available without interruption, as hosting, domain, connectivity and other services depend on third parties
- That either will display identically in every browser, device or email client
Where a problem is caused by a third-party provider, we will do what we reasonably can to put it right, but we are not liable for their failures.
21 Our liability
We do not exclude liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded by law.
Subject to that, our total liability to you is limited to the total amount you have paid us in the 12 months before the claim arose.
We are not liable for loss of profit, loss of business, loss of contracts, loss of goodwill, or any indirect or consequential loss.
We are not liable for any loss arising from inaccurate information you supplied or approved, including certification or registration numbers, or anything you approved for your Guidebook.
22 Data protection
We handle personal data in line with UK GDPR and the Data Protection Act 2018. We hold your contact and billing details in order to provide the service and meet our legal obligations, and we do not sell them.
Card payments are handled by Stripe. We never see or store your full card details.
If your Site collects enquiries from visitors, you are the data controller for that information and are responsible for having an appropriate privacy notice. We act as processor and will only use it as you instruct. Section 14 covers guest data in the Guidebook.
23 General
Neither of us is liable for failure to perform caused by events outside our reasonable control.
If any part of these terms is found to be unenforceable, the rest continues to apply.
Nobody other than you and us has any right to enforce these terms.
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.