ME-SAN | Terms of Service

1. Acceptance of Terms

By creating an account, accessing any part of the ME-SAN platform, or using any ME-SAN service, you confirm that you have read, understood, and agree to these Terms and our Privacy Policy.

If you are entering into these Terms on behalf of a company or other legal entity, you represent and warrant that you have the authority to bind that entity. In such cases, “you” and “your” refer to the entity on whose behalf you act.

We may update these Terms from time to time. Material changes will be communicated at least thirty (30) days in advance by email or through the platform. Your continued use after the effective date of any update constitutes acceptance.

2. Platform Description

ME-SAN is a global SaaS hospitality guest-experience platform that connects hotels, guests, and local service partners through a unified digital layer. Core capabilities include:

AI Concierge — a multi-language, always-on virtual concierge that handles guest enquiries, recommendations, and service requests on behalf of the hotel.
Messaging Suite — pre-arrival, in-stay, and post-departure guest communication via WhatsApp, SMS, email, and in-app channels.
Booking & Experience Management — a curated marketplace of local services and experiences that guests can discover, book, and pay for directly.
Intelligence Hub — real-time analytics on upsell revenue, guest engagement, concierge usage, and partner performance.
PMS Integration — connectivity with property management systems including Cloudbeds, Mews, and Oracle Opera.

ME-SAN continuously develops the platform and may add, modify, or retire features with reasonable notice to active users.

3. Account Registration & Eligibility

The ME-SAN platform is designed for property operators — hotels, resorts, guest houses, serviced apartments, and similar accommodation providers. To create an account you must:

Be at least eighteen (18) years of age or the age of legal majority in your jurisdiction.
Operate or be authorised to represent a hospitality property.
Provide accurate, complete, and current registration information.
Maintain the confidentiality of your account credentials and promptly notify ME-SAN of any unauthorised access.

You are responsible for all activity that occurs under your account. ME-SAN reserves the right to suspend or terminate accounts that contain false information or violate these Terms.

4. Pricing & Cost to Hotels

The ME-SAN platform is provided to hotel properties at no cost. There are no subscription fees, no platform fees, no setup charges, and no commissions on in-house services. Hotels pay nothing to use the platform — free forever.

Full access to all platform features is included — AI concierge, messaging suite, booking management, and intelligence hub.
No credit card or payment method is required at any time.
ME-SAN does not charge hotels any fees for services booked through the hotel’s own in-house offerings (spa, restaurant, room service, etc.). In-house bookings are added to the guest’s room folio and settled through the hotel’s existing payment systems.

ME-SAN earns revenue solely from marketplace commissions on off-site experiences booked through the platform, as described in Section 5.

5. Commission Structure

ME-SAN earns revenue exclusively through marketplace commissions on off-site experiences. The commission model operates as follows:

The Experience Provider sets their regular price for each service and chooses the commission percentage they wish to offer to hotels. Higher commission offerings may result in more hotel approvals and greater visibility.
The Hotel receives seventy-five percent (75%) of the commission earned on the transaction.
ME-SAN receives twenty-five percent (25%) of the commission earned on the transaction.

For example: an experience provider lists a spa treatment at SGD 120 with a 30% commission (SGD 36). The hotel receives SGD 27 and ME-SAN receives SGD 9. The experience provider receives the remaining SGD 84.

ME-SAN does not earn any revenue from in-house hotel services. When a guest books an in-house service (e.g., hotel spa, restaurant, room service), the booking is added to the guest’s room folio and the hotel handles payment through its existing systems. ME-SAN does not touch this revenue.

6. Marketplace Payment Flow

When a guest books an off-site experience through the ME-SAN marketplace, the payment flow operates as follows:

The guest pays a non-refundable deposit via mobile payment. The deposit amount is equal to the commission on the booking.
The guest arrives at the experience provider’s venue.
The deposit is deducted from the guest’s total bill at the venue.
The experience provider receives payment on the spot from the guest for the remaining balance.
The commission (collected as the deposit) is distributed automatically: seventy-five percent (75%) to the hotel and twenty-five percent (25%) to ME-SAN.

Commission distributions to hotels are processed on a regular settlement cycle. Details are available in the hotel’s account dashboard.

7. User Content

You retain full ownership of all content you upload to the ME-SAN platform, including property descriptions, images, service listings, and brand assets (“Your Content”).

By uploading Your Content, you grant ME-SAN a worldwide, non-exclusive, royalty-free licence to use, display, reproduce, and distribute it solely as necessary to provide and promote the platform services. This licence terminates when you remove Your Content or close your account, except where it has been shared with third parties as part of completed transactions.

You represent and warrant that you own or have the necessary rights to all content you upload and that it does not infringe the intellectual property or other rights of any third party.

8. AI Concierge

The ME-SAN AI Concierge provides automated, multi-language guest assistance powered by artificial intelligence. It generates recommendations, answers enquiries, and facilitates bookings on behalf of your property.

You acknowledge and agree that:

AI-generated responses are recommendations, not guarantees. While ME-SAN employs commercially reasonable efforts to ensure accuracy, the AI may occasionally produce incorrect or incomplete information.
The hotel is responsible for the accuracy and completeness of all service listings, property details, and information that the AI draws upon when generating responses.
You should review AI-generated communications regularly and may configure, override, or supplement the concierge’s output at any time through the dashboard.
ME-SAN is not liable for guest decisions made on the basis of AI recommendations.

9. Data Protection

ME-SAN is committed to protecting the personal data of all platform users. We process data in accordance with:

The EU General Data Protection Regulation (GDPR)
The Singapore Personal Data Protection Act (PDPA)

9.1 Security Measures

The platform employs industry-leading security controls including 256-bit SSL encryption for all data in transit, encryption at rest, and maintains SOC 2 Type II compliance. Regular penetration testing and vulnerability assessments are conducted by independent auditors.

9.2 Data Roles

Where ME-SAN processes personal data on behalf of a hotel, the hotel acts as the data controller and ME-SAN acts as the data processor. Each party’s obligations are further detailed in the Data Processing Agreement available upon request.

9.3 Privacy Policy

Full details of how we collect, use, store, and share personal data are set out in our Privacy Policy, which forms part of these Terms.

10. Intellectual Property

10.1 ME-SAN Property

The ME-SAN platform — including its design, source code, algorithms, AI models, trademarks, and documentation — is owned by Me-San Group PTE and protected by applicable intellectual property laws. You are granted a limited, non-exclusive, non-transferable, revocable licence to use the platform in accordance with these Terms.

10.2 Your Data

You retain all rights to your data. Nothing in these Terms transfers ownership of your data to ME-SAN. Upon termination, you may export your data as described in Section 13.

10.3 Feedback

If you voluntarily provide feedback, suggestions, or improvement ideas regarding the platform, you grant ME-SAN an irrevocable, royalty-free right to use and incorporate such feedback without restriction or obligation.

11. Multi-Property & Referral Programme

These Terms apply on a per-property basis. Each property registered on the ME-SAN platform constitutes a separate account with its own commission arrangements.

Operators managing multiple properties may be eligible for enterprise agreements offering dedicated account management and custom SLA terms. Enterprise agreements are negotiated separately and, where executed, supersede the standard terms for the properties covered.

11.1 Hotel Referral Programme

Hotels that refer another hotel to the ME-SAN platform are eligible for an ongoing commission on marketplace transactions generated by the referred property. Referral commission rates and terms are provided during onboarding and are visible in your account dashboard.

To enquire about enterprise arrangements or the referral programme, contact legal@me-san.com.

12. Limitation of Liability

To the maximum extent permitted by applicable law:

ME-SAN provides the platform on an “as is” and “as available” basis, without warranties of any kind, whether express, implied, or statutory.
ME-SAN does not warrant that the platform will be uninterrupted, error-free, or free of harmful components.
ME-SAN is not liable for the quality, safety, or legality of services provided by local partners, nor for the accuracy of AI-generated content.
In no event shall ME-SAN’s total aggregate liability exceed the greater of (a) the total commissions received by you through ME-SAN in the twelve (12) months preceding the claim, or (b) SGD 1,000.
ME-SAN 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 opportunity, regardless of the theory of liability.

Certain jurisdictions do not permit the exclusion or limitation of certain warranties or liabilities. In such jurisdictions, our liability is limited to the fullest extent permitted by law.

13. Termination

13.1 Termination by You

You may close your account at any time by providing written notice to legal@me-san.com or through your account settings. Cancellation takes effect immediately, subject to the fulfilment of any pending bookings.

13.2 Termination by ME-SAN

ME-SAN may suspend or terminate your account immediately if you breach these Terms, engage in fraudulent or illegal activity, or if required by law. ME-SAN may also terminate for convenience with thirty (30) days’ written notice.

13.3 Data Export

Following termination, your data will remain available for export for a period of thirty (30) days. During this window you may download your property data, guest records, analytics history, and transaction reports. After the export period, ME-SAN will delete your data in accordance with our Privacy Policy and applicable data retention obligations.

13.4 Survival

Sections relating to intellectual property, limitation of liability, governing law, data protection obligations, and any accrued commission obligations survive termination of these Terms.

14. Governing Law

These Terms are governed by and construed in accordance with the laws of the Republic of Singapore, without regard to its conflict-of-law principles.

Any dispute arising from or in connection with these Terms shall first be submitted to good-faith negotiation between the parties. If the dispute is not resolved within thirty (30) days, it shall be referred to and finally resolved by arbitration administered by the Singapore International Arbitration Centre (SIAC) in accordance with the SIAC Rules then in force. The seat of arbitration shall be Singapore. The language of arbitration shall be English.

Nothing in this section prevents either party from seeking injunctive or other equitable relief in any court of competent jurisdiction to protect its intellectual property rights or confidential information.

15. Contact

If you have any questions about these Terms or need to reach our legal team, please contact us at:

Me-San Group PTE
Singapore
legal@me-san.com