Terms and Conditions

1. Acceptance of Terms

These Terms and Conditions ("Terms") govern your receipt of SMS messages and interaction with voice agents provided by Lance AI, Inc. ("Lance AI," "we," "us," or "our") on behalf of hotel partners.

By providing your phone number during hotel booking and completing your reservation, you agree to these Terms. The consent disclosure displayed at booking states:

"By providing your phone number, you agree to receive transactional SMS messages from [Hotel Name] via Lance AI about your reservation, check-in, and stay. Message frequency varies. Msg & data rates may apply. Reply STOP to unsubscribe, HELP for help. Consent is not required for purchase. View our Privacy Policy and Terms."

If you do not agree to these Terms, do not provide your phone number or contact your hotel to opt out before messages are sent.

2. Description of Service

2.1 What Lance AI Does

Lance AI is an AI-powered platform that helps hotels communicate with guests via SMS and voice. We operate as a technology provider—hotels are the entities requesting and controlling guest communications.

2.2 SMS Message Types

Messages you may receive through Lance AI include:

• Booking confirmations
• Check-in instructions and links
• Reservation updates and changes
• Two-way customer support
• Late checkout requests
• Missed call follow-ups

All messages are transactional in nature. You will never receive promotional offers, marketing content, advertisements, or discount codes through this service.

2.3 Message Frequency

Message frequency varies based on your reservation and support needs, typically 2-5 messages per stay. Frequency depends on:

• Length of your stay
• Whether you initiate support requests
• Hotel-specific check-in procedures
• Reservation changes or updates

2.4 Supported Channels

Lance AI sends messages for reservations made through direct hotel websites, phone bookings, and OTA partners (such as Booking.com, Expedia, and Hotels.com) where the hotel has enabled SMS notifications.

4. Links and Message Content

4.1 Links in Messages

Messages may include clickable links to:

• Mobile check-in portals
• Reservation confirmation pages
• Hotel contact information
• Guest support resources

All links are HTTPS-secured and lead to hotel-controlled or Lance AI-controlled pages. Links may only be valid during your reservation period.

4.2 STOP and HELP in Every Message

Every SMS includes instructions to reply STOP or HELP. If you do not see these instructions in a message, it did not originate from Lance AI.

5. Privacy and Data

Your use of this service is also governed by our Privacy Policy, which describes how we collect, use, and protect your personal information.

Key points:

• Your phone number is used only to deliver transactional messages
• We do not sell or share your phone number with marketers
• Message logs are retained for compliance auditing
• Contact your hotel for GDPR/CCPA data requests related to your reservation

6. Technical Requirements

• US phone numbers only: Our service is designed for US mobile carriers under A2P 10DLC regulations
• SMS-capable device: Your phone must be able to receive standard SMS text messages
• Valid phone number: You are responsible for providing an accurate, active phone number

Lance AI is not responsible for delivery failures caused by carrier issues, incorrect phone numbers, blocked numbers, or phones unable to receive SMS.

7. Third-Party Services

Lance AI uses trusted service providers to deliver messages and process calls:

• Twilio: SMS delivery platform
• LiveKit: Voice communication infrastructure
• OpenAI: AI language processing

These providers process data according to their own privacy policies and our data processing agreements. We select providers with strong security and compliance practices.

8. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED.

We do not guarantee:

• Delivery of every message (carrier networks may experience issues)
• Specific delivery times (messages are sent promptly but carrier delays may occur)
• Compatibility with all devices or carriers

Your hotel partner—not Lance AI—is responsible for the accuracy of reservation information contained in messages.

9. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, LANCE AI, INC. SHALL NOT BE LIABLE FOR:

• Carrier delivery failures or delays
• Messages not received due to incorrect phone numbers
• Interception of messages by unauthorized parties
• Actions taken by hotels based on your message replies
• Missed check-in information if you opt out of messages
• Any indirect, incidental, special, or consequential damages

Our total liability for any claims arising from these Terms shall not exceed $100 USD.

These limitations do not apply to liability arising from our gross negligence, willful misconduct, or violations of applicable law.

10. Your Rights Under TCPA

The Telephone Consumer Protection Act (TCPA) protects consumers from unwanted calls and texts. Under TCPA:

• You have the right to opt out of messages at any time
• You have the right to revoke consent previously given
• You have the right to pursue legal claims for TCPA violations

If you believe your rights under TCPA have been violated, please contact us first at founders@lance.live. We take compliance seriously and will investigate all complaints promptly.

11. Dispute Resolution

11.1 Governing Law

These Terms are governed by the laws of the State of California, United States, without regard to conflict of law principles.

11.2 Informal Resolution

Before filing any formal dispute, you agree to contact us at founders@lance.live and attempt to resolve the issue informally for at least 30 days.

11.3 Arbitration

If informal resolution fails, disputes shall be resolved through binding arbitration administered by JAMS under its Streamlined Arbitration Rules. Arbitration will take place in California.

Class Action Waiver: You agree to resolve disputes individually and waive any right to participate in class actions or class arbitrations.

Exception: Either party may bring claims in small claims court if the claim qualifies. This arbitration agreement does not prevent you from filing complaints with government agencies.

12. Changes to These Terms

We may update these Terms from time to time. When we make material changes:

• We will update the "Last Updated" date at the top
• For significant changes, we may notify you via SMS or email
• Continued receipt of messages after changes constitutes acceptance

If you do not agree to updated Terms, reply STOP to opt out of messages.

13. Termination

By you: You may terminate these Terms at any time by replying STOP to any message.

By us: We may terminate or suspend service if you violate these Terms, abuse the messaging system, or if your hotel partner discontinues service.

Upon termination, we will stop sending messages but may retain records as required for compliance.

14. General Provisions

• Entire Agreement: These Terms, together with our Privacy Policy, constitute the entire agreement regarding SMS messaging
• Severability: If any provision is found unenforceable, other provisions remain in effect
• Waiver: Failure to enforce any right does not waive that right
• Assignment: You may not assign these Terms; we may assign them in connection with a business transfer

15. Contact Information

For questions about these Terms:

For questions about your hotel reservation, please contact your hotel directly.