Terms of Service

Last updated: March 2026

1. Acceptance of Terms

By accessing or using the HeyKoala platform and services ("Service") operated by Koala AI Solutions Pvt Ltd ("Company", "we", "us", or "our") at heykoala.ai, you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not access or use the Service.

These Terms constitute a legally binding agreement between you and the Company. If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.

2. Description of Service

HeyKoala is an agentic AI platform designed for the hospitality industry. The Service provides AI-powered solutions including but not limited to:

  • Automated reservation management via voice and messaging channels.
  • Food ordering automation with POS integration.
  • Guest feedback collection and sentiment analysis.
  • Staff coaching and performance analytics.
  • Service desk and task management.
  • Interactive property tours.
  • Voice AI for inbound and outbound calling across industries.

We reserve the right to modify, suspend, or discontinue any part of the Service at any time, with or without notice.

3. User Accounts

To access certain features of the Service, you must create an account. You agree to:

  • Provide accurate, current, and complete information during registration.
  • Maintain the security of your account credentials and not share them with unauthorized parties.
  • Notify us immediately of any unauthorized use of your account.
  • Accept responsibility for all activities that occur under your account.

We reserve the right to suspend or terminate accounts that violate these Terms or that we reasonably believe are being used fraudulently.

4. Payment Terms

4.1 Subscription Plans

The Service is offered under various subscription plans (Launch, Scale, Enterprise, and Voice) as described on our pricing page. Fees are billed in advance on a monthly or annual basis depending on the plan selected.

4.2 Free Trials

Certain plans may include a free trial period. At the end of the trial, your subscription will automatically convert to a paid plan unless you cancel before the trial expires.

4.3 Billing and Refunds

  • All fees are exclusive of applicable taxes unless stated otherwise.
  • You authorize us to charge your designated payment method for all fees incurred.
  • Refunds are handled on a case-by-case basis. Contact our support team for refund requests.
  • We reserve the right to change pricing with 30 days' prior notice.

5. Acceptable Use

You agree not to use the Service to:

  • Violate any applicable law, regulation, or third-party right.
  • Transmit malicious code, viruses, or any destructive content.
  • Attempt to gain unauthorized access to the Service, other accounts, or connected systems.
  • Use the Service for spam, unsolicited communications, or fraudulent activities.
  • Reverse engineer, decompile, or disassemble any part of the Service.
  • Use the Service in a manner that could damage, disable, or impair its functionality.
  • Resell, sublicense, or redistribute the Service without our written consent.

6. Intellectual Property

6.1 Our Intellectual Property

The Service, including its software, design, text, graphics, logos, AI models, and all related intellectual property, is owned by Koala AI Solutions Pvt Ltd and is protected by copyright, trademark, and other intellectual property laws. Nothing in these Terms grants you any right, title, or interest in our intellectual property except the limited right to use the Service as permitted herein.

6.2 Your Content

You retain ownership of any content, data, or materials you upload to the Service ("Your Content"). By uploading Your Content, you grant us a non-exclusive, worldwide, royalty-free license to use, process, and store Your Content solely for the purpose of providing and improving the Service.

6.3 AI-Generated Content

Content generated by our AI agents in the course of providing the Service (such as guest responses and recommendations) is provided on an "as-is" basis. You are responsible for reviewing and verifying AI-generated content before relying on it.

7. Limitation of Liability

To the maximum extent permitted by applicable law:

  • The Service is provided "as is" and "as available" without warranties of any kind, whether express, implied, or statutory.
  • We do not warrant that the Service will be uninterrupted, error-free, or completely secure.
  • In no event shall our total liability exceed the amount you paid us in the twelve (12) months preceding the event giving rise to the claim.
  • We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or business opportunities.

8. Indemnification

You agree to indemnify, defend, and hold harmless the Company, its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses arising out of or in connection with your use of the Service, violation of these Terms, or infringement of any third-party right.

9. Termination

  • You may terminate your account at any time by contacting us or through your account settings.
  • We may terminate or suspend your access immediately, without prior notice, if you breach these Terms.
  • Upon termination, your right to use the Service ceases immediately. We may retain your data for a limited period as described in our Privacy Policy.
  • All provisions that by their nature should survive termination shall survive, including intellectual property, limitation of liability, and indemnification.

10. Governing Law and Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of India, without regard to its conflict of law provisions. Any disputes arising out of or relating to these Terms or the Service shall be subject to the exclusive jurisdiction of the courts located in Mangaluru, Karnataka, India.

Before initiating formal legal proceedings, you agree to attempt to resolve any dispute informally by contacting us at [email protected]. We will attempt to resolve the dispute within 30 days.

11. Modifications to Terms

We reserve the right to modify these Terms at any time. Material changes will be communicated via email or a prominent notice on the Service at least 30 days before they take effect. Your continued use of the Service after the effective date of any changes constitutes acceptance of the revised Terms.

12. Miscellaneous

  • Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions shall remain in full force and effect.
  • Entire Agreement: These Terms, together with the Privacy Policy, constitute the entire agreement between you and the Company regarding the Service.
  • Waiver: Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.
  • Assignment: You may not assign or transfer these Terms without our prior written consent. We may assign these Terms without restriction.

13. Contact Us

For questions about these Terms of Service, please contact us:

  • Company: Koala AI Solutions Pvt Ltd
  • Email: [email protected]
  • Address: Mangaluru, Karnataka, India