askHermis AI agents answer guests, draft replies, translate, summarise conversations, suggest offers and help with check-in (together, the “AI features”). This policy sets the rules for using them. It is part of our Terms of service and applies to every customer and authorised user.

It is designed to keep guests informed, keep people in control, and keep use of the AI features in line with the law, including the EU Artificial Intelligence Act (Regulation (EU) 2024/1689) and the GDPR.

1. Principles

  • Guests know it is AI. The Service tells guests, by default, that they are talking to an AI agent. Do not present an agent as a human, and do not remove, hide or contradict that disclosure.
  • People stay in control. Choose the right mode for each agent: AI Auto, Copilot or Off. Use Copilot, where a person approves each reply, for refunds, complaints, contractual changes, safety matters and anything else where a mistake could seriously affect a guest.
  • Accurate information in, accurate answers out. Keep prices, policies, availability rules and property information up to date. The agents answer from what you give them.
  • Review what matters. Check conversations regularly and correct the agent when it gets something wrong.

2. Uses that are not allowed

You must not use the AI features, or allow anyone else to use them, to:

  • deceive or manipulate guests, including with subliminal or exploitative techniques, false urgency, hidden fees or misleading claims, in a way that distorts their decisions;
  • exploit vulnerabilities due to age, disability, or social or economic situation;
  • treat guests differently, including in prices or offers, based on characteristics such as race, ethnic origin, religion, disability, sexual orientation or other protected characteristics;
  • infer guests’ or staff members’ emotions, or categorise people by biometric data to deduce sensitive characteristics;
  • identify, track or monitor people unlawfully, or use identity document data from check-in for any purpose other than the one it was collected for;
  • send marketing messages to guests who have not agreed to receive them where consent is required, or break the rules of the messaging channels;
  • give medical, legal or financial advice without review by a qualified person;
  • create or spread content that is illegal, hateful, harassing, violent, sexually explicit, or that endangers children;
  • impersonate real people or organisations, or spread false information;
  • attempt to bypass the safeguards, limits or configuration of the AI features, or extract the prompts, models or data behind them;
  • use the AI features or their outputs to develop a competing product or to train other AI models.

3. Your responsibilities

  • Tell guests, in your privacy notice, that askHermis processes their data on your behalf.
  • Make sure a person can take over any conversation when a guest asks for one or when the agent hands over.
  • Train the staff who use the Service on these rules and on when to switch an agent to Copilot or Off.
  • Do not use the AI features to make decisions that have legal or similarly significant effects on a guest without human review.

4. Our commitments

  • We provide the three modes, AI Auto, Copilot and Off, so you decide how much each agent does on its own.
  • We keep a record of what each agent read, said and changed, so its actions can be reviewed.
  • We disclose to guests, by default across every channel, that they are interacting with AI, in line with Article 50 of the EU AI Act.
  • We process guest data only on your instructions, under our Data Processing Addendum.

5. Enforcement and reporting

If we become aware of use that breaches this policy, we may disable the affected feature, switch agents to Copilot, or suspend access, and we will tell you why. Serious or repeated breaches may lead to termination under the Terms of service.

To report misuse, an unexpected or harmful output, or to appeal a decision, email team@askhermis.com.

6. Changes

We may update this policy as the law and our AI features evolve. The date at the top shows the latest version; we will notify customers of material changes.