Terms and Conditions

1. Acceptance of Terms

These Terms and Conditions (“Terms”) constitute a legally binding agreement between you (“Client,” “you,” or “your”) and CODEXMARK (SMC-PRIVATE) LIMITED (“Codexmark,” “we,” “us,” or “our”), governing your use of the Hostanova hotel management platform accessible at hostanova.codexmark.com and all related services, applications, and tools (collectively, the “Service”).

By accessing our website or engaging our services, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, please do not use our services.

2. Description of Service

Hostanova is a comprehensive hotel management platform developed by Codexmark. The Service includes, but is not limited to:

• 23+ Integrated Modules: Including room management, bookings, guest services, food & beverage, spa & wellness, cinema, golf, point of sale, inventory, finance, HR, and more.
• 200+ Granular Permissions: Enterprise-grade role-based access control across 25 permission categories.
• 49 Hotel Roles across 13 Departments: Pre-configured roles spanning Front Desk, Housekeeping, Kitchen, Finance, HR, Management, and other hotel departments.
• Multi-Property Support: Organization-level management for hotel chains and groups with multi-currency and timezone configuration.
• Platform Capabilities: Progressive Web App (PWA), offline mode, cloud sync, analytics & reporting, 250+ notification types, and audit logging.
• FBR Tax Compliance: Built-in support for Pakistani tax requirements including GST, PST, and excise duties.

We reserve the right to modify, expand, or discontinue any features of the Service at our discretion, with reasonable notice to active subscribers.

3. Account Registration & Security

To access the Service, you must:

• Register for an account by providing accurate and complete information.
• Be at least 18 years of age or have the legal authority to enter into these Terms on behalf of your organization.
• Maintain the confidentiality of your account credentials, including passwords, access tokens, and two-factor authentication codes.
• Promptly notify us of any unauthorized access to your account.

You are responsible for all activities conducted under your account. Codexmark is not liable for any loss or damage arising from unauthorized use of your account due to your failure to secure your credentials.

We support multiple authentication methods including email/password, OTP, magic links, Google OAuth2, and two-factor authentication (2FA). We strongly recommend enabling 2FA for all administrative accounts.

4. Subscription Plans & Pricing

4.1 Plans

The Service is offered through multiple subscription tiers, each providing different levels of access to modules, features, and support. Custom plans are available for enterprise clients. Details of current plans and pricing are available on our website or upon request.

4.2 Payment Terms

• Subscription fees are billed in advance on a monthly or annual basis, depending on the plan selected.
• All payments are processed securely through Stripe or other approved payment gateways. We accept multiple payment methods including credit cards, debit cards, and bank transfers where available.
• Prices are quoted in USD unless otherwise agreed. Multi-currency support is available within the platform.

4.3 Taxes

All fees are exclusive of applicable taxes unless stated otherwise. You are responsible for all taxes associated with your use of the Service, including but not limited to GST (18%), province-based PST, and any excise duties as applicable under Pakistani law.

4.4 Late Payments & Suspension

If payment is not received within 7 days of the due date, we reserve the right to suspend access to the Service. If payment remains outstanding for 30 days, we may terminate your account. A reactivation fee may apply.

4.5 Refunds

Refunds are handled on a case-by-case basis. If you are dissatisfied with the Service within the first 14 days of your initial subscription, you may request a full refund. After this period, refunds are at our sole discretion. Refunds for annual plans will be prorated.

5. Permitted Use & Restrictions

5.1 Permitted Use

You may use the Service solely for lawful hotel management and hospitality operations in accordance with these Terms and the permissions granted under your subscription plan.

5.2 Restrictions

You agree not to:

• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Service.
• Copy, modify, distribute, sell, lease, sublicense, or create derivative works based on any part of the Service.
• Use the Service to develop a competing product or service.
• Circumvent, disable, or interfere with any security features, access controls, or usage limits of the Service.
• Upload or transmit malicious code, viruses, or any harmful content through the Service.
• Use the Service in any manner that violates applicable laws or regulations, including data protection and privacy laws.
• Share account credentials or allow unauthorized third parties to access the Service through your account.
• Exceed usage limits or engage in automated scraping, crawling, or data extraction from the Service.

6. Intellectual Property

6.1 Codexmark’s IP

The Service, including all software, code, algorithms, designs, user interfaces, documentation, trademarks, logos (including the Hostanova and Codexmark brands), and all related intellectual property, are and remain the exclusive property of CODEXMARK (SMC-PRIVATE) LIMITED.

Your subscription grants you a limited, non-exclusive, non-transferable, revocable license to access and use the Service during the term of your subscription. No ownership rights are transferred to you.

6.2 Your Data

You retain all rights to the data you input into the Service (“Your Data”). You grant Codexmark a limited license to use, process, and store Your Data solely for the purpose of providing and improving the Service.

Upon termination, you may request an export of Your Data in standard formats (JSON, CSV, or Excel) within 30 days. After this period, Your Data will be permanently deleted from our systems, subject to legal retention requirements.

6.3 Feedback

Any feedback, suggestions, or ideas you provide regarding the Service may be used by Codexmark without restriction or compensation. Such feedback becomes the property of Codexmark.

7. Data Protection & Privacy

Your use of the Service is also governed by our Privacy Policy, which describes how we collect, use, store, and protect your personal information. By using the Service, you consent to the data practices described therein.

As a data processor, we will process personal data on your behalf in accordance with your instructions and applicable data protection laws. You are responsible for ensuring that your collection and use of guest data through the Service complies with all applicable privacy laws and regulations.

8. Service Availability & Support

8.1 Uptime

We strive to maintain high availability of the Service. However, we do not guarantee uninterrupted access. The Service may be temporarily unavailable due to scheduled maintenance, updates, or circumstances beyond our control.

The offline mode and PWA capabilities of Hostanova are designed to minimize disruption during connectivity issues, ensuring continued operation of critical functions.

8.2 Support

Technical support is provided based on your subscription plan. Support channels may include email, phone, and in-app assistance. Response times vary by plan tier and issue severity.

8.3 Updates & Modifications

We continuously improve the Service and may release updates, patches, or new features. These updates may be applied automatically. Major changes that affect core functionality will be communicated in advance.

9. Confidentiality

Both parties agree to maintain the confidentiality of any proprietary or sensitive information disclosed during the course of the engagement. This includes, but is not limited to:

• Business strategies, financial data, and operational details of either party.
• Technical specifications, source code, and architecture of the Service.
• Hotel guest data, employee records, and other sensitive operational information.

Confidentiality obligations survive the termination of these Terms for a period of 3 years.

10. Limitation of Liability

10.1 Disclaimer of Warranties

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

10.2 Limitation

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, CODEXMARK SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO:

• Loss of profits, revenue, data, or business opportunities.
• Business interruption or downtime costs.
• Cost of procurement of substitute services.
• Any damages arising from unauthorized access to or alteration of your data.

In no event shall Codexmark’s total aggregate liability exceed the amounts paid by you to Codexmark in the twelve (12) months preceding the event giving rise to the claim.

10.3 Exceptions

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded or limited under applicable law.

11. Indemnification

You agree to indemnify, defend, and hold harmless Codexmark, its directors, officers, employees, agents, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from or related to:

• Your use or misuse of the Service.
• Your violation of these Terms.
• Your violation of any applicable law, regulation, or third-party rights.
• Any data or content you input, upload, or transmit through the Service.

12. Termination

12.1 By You

You may terminate your account at any time by contacting us at work@codexmark.com or through the account settings in the Service. Termination does not entitle you to a refund of prepaid fees unless otherwise stated.

12.2 By Codexmark

We may suspend or terminate your access to the Service immediately, without prior notice or liability, if:

• You breach any provision of these Terms.
• Payment is overdue for more than 30 days.
• Your use of the Service poses a security risk or may cause harm to other users.
• We are required to do so by law or regulation.

12.3 Effect of Termination

Upon termination:

• Your license to use the Service is immediately revoked.
• You must cease all use of the Service and delete any copies of Service materials in your possession.
• You have 30 days to request an export of Your Data. After this period, Your Data will be permanently deleted.
• Provisions that by their nature should survive termination (including Intellectual Property, Confidentiality, Limitation of Liability, and Indemnification) shall continue in full force.

13. Dispute Resolution

13.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of Pakistan, without regard to its conflict of law provisions.

13.2 Resolution Process

In the event of a dispute, the parties agree to first attempt resolution through good-faith negotiations. If the dispute cannot be resolved within 30 days, either party may pursue resolution through arbitration or the competent courts of Islamabad, Pakistan.

13.3 Arbitration

Any disputes that cannot be resolved through negotiation shall be submitted to binding arbitration in Islamabad, Pakistan, in accordance with applicable Pakistani arbitration laws. The arbitrator’s decision shall be final and binding.

14. Force Majeure

Neither party shall be liable for any failure or delay in performing obligations under these Terms caused by events beyond reasonable control, including but not limited to natural disasters, pandemics, government actions, internet outages, power failures, acts of terrorism, or civil unrest.

15. General Provisions

• Entire Agreement: These Terms, together with our Privacy Policy and any applicable subscription agreement, constitute the entire agreement between you and Codexmark regarding the Service.
• Severability: If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.
• Waiver: Failure by Codexmark to enforce any right or provision of these Terms shall not constitute a waiver of that right.
• Assignment: You may not assign or transfer your rights under these Terms without our prior written consent. Codexmark may assign these Terms in connection with a merger, acquisition, or sale of assets.
• Notices: All notices under these Terms shall be in writing and sent to the email addresses on file. Notices from Codexmark may also be delivered through the Service’s notification system.
• Headings: Section headings are for convenience only and do not affect the interpretation of these Terms.

16. Changes to These Terms

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

If you do not agree with the revised Terms, you may terminate your account before the changes take effect.

17. Contact Us

If you have any questions or concerns regarding these Terms, please contact us:

18. Related Policies

Additional policy documents for payments and service compliance are available at:

• Return and Refund Policy
• Shipping and Service Delivery Policy
• Products and Services