Effective date: 30 October 2026
GuestLuma and contact
GuestLuma is the service brand used to provide software for accommodation operators. Contact support and contractual enquiries at info@guestluma.com.
What the software provides
GuestLuma provides a property workspace, guest access through QR codes or stay codes, a property-managed service catalogue, guest requests, staff workflows and an AI assistant where enabled. Available features and limits depend on the selected plan and property configuration. The property must maintain its catalogue, prices and operating information, and its team must confirm and fulfil requests.
GuestLuma does not provide accommodation, food, transport, excursions or other hotel services. Those services are supplied by the property or its contractors under their own terms. Paying for GuestLuma software does not pay for a guest's hotel services or confirm a reservation. An AI response does not confirm availability or create a paid order by itself.
Accounts and acceptable use
You must be authorised to manage the property and its staff accounts, provide accurate information and protect account credentials. The property is responsible for the lawful collection and use of guest and staff information and for the content it supplies. Do not attempt to access another property's or guest's data, interfere with the service, upload unlawful content or use GuestLuma to infringe another person's rights.
Plans, prices and payment
The pricing page describes the available plans, property-size ranges and billing periods. Starter is a free plan subject to its published limits; paid features require an applicable paid plan. Custom terms require separate agreement. The amount, currency, period and payment method shown before a purchase govern that purchase; taxes or other applicable charges must be disclosed before payment.
A monthly or annual access period does not by itself authorise automatic charging. The payment terms shown for the selected method must explain any renewal authorisation. No new recurring charge is authorised merely by using the website. Access is granted after the payment result has been verified; returning from a payment page is not confirmation of payment. If confirmation is delayed, contact support before paying again.
Payment methods may be unavailable while a provider is being configured or reviewed. These terms do not represent that Paddle or any other provider has approved GuestLuma or that live checkout is enabled. If a purchase is offered through a Merchant of Record, its identity, applicable buyer terms and payment/refund rules must be disclosed at checkout alongside the GuestLuma software terms.
Cancellation and refunds
See the Refund Policy. Cancellation of a renewal and a refund are separate requests. Ending use or closing a browser does not submit either request. Contact support if a payment or access period appears incorrect. Paid access normally remains available until the end of the paid period unless an agreed refund, misuse or a legal requirement affects it.
Availability, changes and responsibility
GuestLuma may change its software and documentation. The property remains responsible for its own service promises, availability, fulfilment and legal obligations. AI outputs may be inaccurate and should be checked by the property. No software can guarantee uninterrupted availability or absolute security. Nothing in these terms excludes mandatory legal rights or liability that cannot lawfully be excluded.
Data and updates
The Privacy Policy explains data handling and contact procedures. Material changes to these terms will be published with an updated effective date; where consent is required, it must be obtained separately. Existing payment records and legal acceptances are not replaced by visiting this page. Questions or complaints may be sent to info@guestluma.com; applicable mandatory law continues to apply.