Terms of Use — Sophia AI Concierge
These Terms of Use govern your access to and use of the Sophia AI Concierge service provided by Generous App Enterprise. Please read carefully before activating your plan.
TERMS OF USE
Sophia AI Concierge | Generous App Enterprise
Effective: Upon plan activation or acceptance of these Terms
Last Updated: January 2026
By activating a Sophia AI Concierge plan, checking the acceptance box at checkout, or otherwise using any part of our service, you agree to be bound by these Terms of Use in full.
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1. ABOUT GENEROUS APP ENTERPRISE
Sophia AI Concierge is a product of Generous App Enterprise. Our platform is used by hospitality properties, transportation businesses, and related service providers across multiple regions.
Website: www.generousapp.com
Support: support@generousapp.com
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2. WHO THESE TERMS APPLY TO
These Terms apply to all clients ("you" or "Client") who access or use the Sophia AI Concierge service, including:
- Hotels, resorts, serviced apartments, and hospitality properties
- Hotel groups, property management companies, and hospitality brands
- Transportation and ride service companies
- Shuttle, charter, and tour operators
- Corporate travel and event service providers
- Any business onboarded through a Generous App partner or referral program
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3. WHAT THE SERVICE IS
Sophia AI Concierge is an AI-powered voice and text assistant service. Depending on the plan and configuration selected by the Client, the Service may include one or more of the following functional modes:
3.1 Sophia Lite — Hospitality Knowledge Concierge
Sophia Lite is designed for hospitality environments. It operates as an anonymous, 24/7 voice and text assistant that helps guests and callers access information without requiring account login or personal identification. Sophia Lite is trained on the Client's knowledge base — which may include hotel amenities, room descriptions, dining options, hotel policies, and curated local recommendations — to deliver accurate, brand-consistent responses.
Sophia Lite can:
- Engage guests in natural, multi-language voice and text conversation
- Answer questions about hotel services, facilities, and policies
- Provide curated local recommendations including dining, attractions, and experiences
- Surface the Client's unique offerings and support revenue through contextual suggestions
- Operate anonymously without collecting personally identifiable guest data unless the Client configures it to do so
3.2 Sophia Beyond — Secure Guest Transactions and Concierge Integration
Sophia Beyond extends the capabilities of Sophia Lite to support authenticated guest interactions and operational workflows. Sophia Beyond can:
- Verify guest identity and authorization using secure credentials before allowing transactional actions
- Streamline reservation, amenity, food and beverage, and service requests
- Validate and prioritize guest requests for delivery to the Client's concierge team
- Automate routine concierge tasks and reduce manual handling load
- Connect guests with live concierge staff when escalation is required
3.3 Ride and Transportation Qualification Mode
For transportation businesses and ride service operators, the Service can be configured as an inbound call qualification assistant. In this mode, Sophia answers inbound calls, captures key trip details from callers (including name, contact number, travel date and time, pickup location, destination, passenger count, and luggage details), and routes or delivers this information to the designated Client representative for callback and follow-up.
In this mode, Sophia does not confirm, schedule, finalize, or guarantee any booking, trip, or reservation on the Client's behalf. All booking confirmations are handled exclusively by the Client or their designated staff.
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4. WHAT THE SERVICE DOES NOT DO
Unless explicitly agreed in writing, Sophia AI Concierge does not:
- Confirm, finalize, or guarantee bookings or reservations on behalf of the Client
- Process or accept payments from guests or callers
- Provide legally binding price quotes to guests or callers
- Replace the Client's own reservation system, billing platform, or customer management tools
- Store guest or caller data independently of the Client's configured workflow
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5. ONBOARDING, USAGE ASSESSMENT, AND PLAN SELECTION
5.1 Pre-Activation Usage Assessment
Prior to recommending a plan, Generous App conducts a usage assessment based on the Client's estimated call or interaction volume, prior service usage history where available, and other operational factors. This assessment is designed to match the Client to a plan that minimizes the likelihood of overage charges and service interruption.
Clients are strongly encouraged to provide accurate usage data — including prior AI receptionist or voice service records where applicable — during the onboarding process. Generous App is not responsible for overage charges or service gaps arising from inaccurate usage estimates provided by the Client.
5.2 Plan Selection and Overage
Plans are offered on a usage-based or bundled basis. Usage that exceeds the allocated monthly volume is subject to overage charges at the rate specified in the Client's plan. Generous App recommends that Clients select a plan that reflects their realistic usage. Where usage history is unavailable, Generous App may suggest a conservative starting plan with the option to upgrade once actual usage patterns are established.
Clients acknowledge that insufficient plan allocation may result in real-time overage charges or temporary service interruption. Generous App is not liable for business losses arising from service interruptions caused by inadequate plan selection or payment failure.
5.3 Activation
Service activation is completed within the timeframe communicated at onboarding following payment confirmation. Generous App will notify the Client when the service is live. Clients are not considered active until Generous App confirms provisioning.
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6. KNOWLEDGE BASE AND CONTENT
For hospitality clients using Sophia Lite or Sophia Beyond, the Client is responsible for providing accurate, current, and complete knowledge base content (including hotel information, services, policies, and local recommendations) to Generous App for loading into the Service.
Generous App will configure and maintain the AI's knowledge base based on content provided by the Client. The Client warrants that all content provided is accurate, does not infringe third-party intellectual property rights, and complies with applicable laws. Generous App is not liable for inaccurate or outdated information delivered by Sophia that originated from Client-supplied content.
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7. CLIENT RESPONSIBILITIES
The Client agrees to:
- Provide accurate and complete business information during onboarding and throughout the service term
- Maintain a valid payment method on file at all times
- Promptly follow up on leads, inquiries, and guest requests delivered by Sophia
- Ensure that its use of the Service complies with applicable telecommunications, consumer protection, and data privacy laws in its operating jurisdiction
- Notify Generous App promptly of any inaccuracies in Sophia's knowledge base that require correction
- Maintain the security of its dashboard credentials and notify Generous App of any suspected unauthorized access
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8. PROHIBITED USES
The Client must not use the Service to:
- Deceive guests or callers in a manner that causes harm or violates applicable law
- Collect guest or caller data for purposes other than the Client's own legitimate business operations
- Attempt to reverse engineer, replicate, copy, or resell any component of the Service
- Use the Service in connection with unlawful, fraudulent, or abusive activity
- Misrepresent Sophia as a human to a guest or caller who sincerely asks whether they are speaking with a person
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9. BILLING AND PAYMENT
9.1 Invoicing and Payment Processing
Billing is on a monthly cycle as specified in the Client's selected plan. Payments are processed via our designated payment processor. The Client authorizes Generous App to charge the payment method on file for all amounts due, including plan fees, overage charges, and applicable taxes.
9.2 Suspension for Non-Payment
Generous App reserves the right to suspend the Service if payment is not received within the period specified on the invoice. Suspension does not relieve the Client of any obligation to pay outstanding amounts.
9.3 Billing Disputes
Billing disputes must be raised in writing to support@generousapp.com within fifteen (15) days of the invoice date.
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10. INTELLECTUAL PROPERTY
All components of the Sophia AI Concierge service — including AI models, system prompts, call flow logic, dashboard software, and branding — are the exclusive intellectual property of Generous App Enterprise or its licensors.
The Client is granted a limited, non-exclusive, non-transferable, revocable license to use the Service solely for its own internal business purposes during the active plan term. The Client may not sublicense, resell, or transfer access to the Service to any third party without prior written consent from Generous App.
Guest and caller data captured through the Service and delivered to the Client belongs to the Client for their own operational use.
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11. AI LIMITATIONS AND DISCLAIMERS
11.1 Nature of AI Technology
Sophia AI Concierge is powered by large language model (LLM) technology from leading AI providers. AI-generated responses may occasionally be inaccurate or incomplete due to the inherent limitations of current technology. Generous App works continuously to improve accuracy but makes no warranty that Sophia will perform without error in all circumstances.
11.2 No Guarantee of Business Outcomes
Generous App makes no representations regarding the number of guest interactions, leads captured, bookings generated, or revenue produced through the Client's use of the Service.
11.3 Service Availability
Generous App uses commercially reasonable efforts to maintain service availability. The Service may experience downtime due to scheduled maintenance, third-party infrastructure outages, or events beyond Generous App's reasonable control. Generous App does not guarantee uninterrupted or error-free service.
11.4 Disclaimer of Warranties
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." GENEROUS APP DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW.
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12. LIMITATION OF LIABILITY
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, GENEROUS APP'S TOTAL LIABILITY TO THE CLIENT FOR ANY CLAIMS ARISING OUT OF OR RELATED TO THE SERVICE SHALL NOT EXCEED THE TOTAL FEES PAID BY THE CLIENT TO GENEROUS APP IN THE THREE (3) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.
IN NO EVENT SHALL GENEROUS APP BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF REVENUE, LOSS OF PROFITS, OR LOSS OF BUSINESS, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
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13. INDEMNIFICATION
The Client agrees to indemnify and hold harmless Generous App Enterprise, its officers, employees, and contractors from and against any claims, liabilities, damages, costs, and expenses (including reasonable legal fees) arising out of or relating to:
- The Client's breach of these Terms
- The Client's failure to comply with applicable laws or regulations
- Any claim by a guest, caller, or third party arising from the Client's actions or omissions in responding to inquiries or leads delivered by Sophia
- Inaccurate or misleading content supplied by the Client for use in Sophia's knowledge base
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14. TERM AND TERMINATION
The Service continues on a month-to-month basis from the activation date unless otherwise agreed. Either party may terminate by providing written notice as specified in the plan terms.
Upon termination:
- The Client's access to the Service and dashboard will be deactivated
- Outstanding balances remain due and payable
- The dedicated phone number provisioned to the Client will be released after the transition period specified in the plan terms
- Data will be handled as described in the Privacy Policy
Generous App reserves the right to terminate or suspend service immediately in cases of material breach, non-payment, or suspected illegal activity.
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15. GOVERNING LAW AND DISPUTE RESOLUTION
These Terms are governed by the laws of Malaysia, where Generous App Enterprise is registered.
Any dispute arising out of or relating to these Terms or the Service that cannot be resolved through good-faith negotiation between the parties shall be referred to and finally resolved by arbitration in Singapore, in accordance with the Arbitration Rules of the Singapore International Arbitration Centre (SIAC). The language of arbitration shall be English. The arbitral award shall be final and binding on both parties.
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16. MODIFICATIONS
Generous App may update these Terms from time to time. Clients will be notified of material changes via email or through the dashboard. Continued use of the Service following the effective date of any change constitutes acceptance of the updated Terms.
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17. CONTACT
For questions regarding these Terms, contact us at:
By checking the acceptance box at plan purchase, you confirm that you have read, understood, and agree to these Terms of Use.