Terms of Service

These Terms of Service (“Terms”) govern access to and use of On Property by VHG (“On Property,” “Service,” “we,” “us,” or “our”), a hotel operations and management reporting software service operated by Villanueva Hospitality Group LLC. By creating an account, purchasing a subscription, or using the Service, you agree to these Terms.

1. The Service

On Property provides tools for hotel operations, room and guest workflow tracking, staff and issue management, compliance and inspection tracking, document intelligence, AI-assisted drafting and analysis, and owner/management reporting. On Property is an operational aid and is not a property-management system of record, legal service, accounting service, engineering certification, or regulatory authority.

2. Accounts and authorized users

You are responsible for providing accurate account information, protecting login credentials, and limiting access to authorized personnel. Property owners may invite managers or other authorized users. You are responsible for activity performed through accounts you authorize.

3. Customer data

You retain responsibility for hotel, guest, staff, document, compliance, operational, and other data submitted to the Service (“Customer Data”). You represent that you have the rights and permissions needed to submit and process Customer Data through On Property. You grant us the limited rights necessary to host, process, transmit, back up, and display Customer Data solely to provide, secure, support, and improve the Service.

4. AI-assisted features

Some features use artificial intelligence to draft, summarize, classify, compare, or analyze information. AI output may be incomplete or inaccurate and must be reviewed by a qualified human before it is relied on or shared. You remain responsible for management decisions, guest communications, compliance actions, reports, and other uses of AI-generated content.

5. Compliance and inspection tools

Compliance and inspection tracking is provided as an operational reminder and recordkeeping aid. It does not certify regulatory compliance, replace required inspections, create or extend legal deadlines, or substitute for advice from authorities having jurisdiction, licensed professionals, insurers, franchisors, or legal counsel.

6. Subscriptions and billing

Paid access is sold on a recurring subscription basis at the price shown at checkout. Unless otherwise stated, subscriptions renew automatically until canceled. Each hotel/property may require its own subscription. Managers may inherit access through a subscribed property but do not control billing unless authorized as the property owner.

Checkout, payment collection, applicable taxes, invoices, and certain billing functions may be provided by Paddle as merchant of record. Paddle’s buyer terms and policies may also apply to your purchase.

7. Cancellation

You may cancel a recurring subscription through the billing portal or available account controls. Unless required otherwise by law, cancellation stops future renewals and access remains available through the end of the then-current paid billing period. Refund eligibility is described in our Refund Policy.

8. Acceptable use

You may not use the Service to violate law, infringe rights, access another customer’s data without authorization, introduce malicious code, attempt to bypass security or usage limits, overload the Service, reverse engineer protected portions of the Service except where legally permitted, or use the Service to generate or distribute unlawful or harmful content.

9. Availability and changes

We work to keep On Property available and reliable, but we do not guarantee uninterrupted or error-free operation. We may modify, add, remove, suspend, or discontinue features as the Service evolves, including beta features and usage limits. Material changes to paid service terms will be communicated when reasonably required.

10. Third-party services

On Property relies on third-party infrastructure and service providers, which may include hosting, payment, email, analytics, and AI processing providers. Your use of third-party services may also be subject to their terms and availability.

11. Intellectual property

On Property, its software, branding, interfaces, reports, templates, and related materials are owned by or licensed to Villanueva Hospitality Group LLC, except for Customer Data and third-party materials. These Terms do not transfer ownership of our intellectual property to you.

12. Disclaimer

To the maximum extent permitted by law, the Service is provided “as is” and “as available.” We disclaim warranties not expressly stated in these Terms, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement. Hotel operations inherently involve human judgment, third-party systems, local conditions, and regulatory requirements outside our control.

13. Limitation of liability

To the maximum extent permitted by law, Villanueva Hospitality Group LLC and its personnel will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, lost revenue, business interruption, or loss of data arising from use of the Service. Where liability cannot be excluded, our aggregate liability for claims relating to the Service will not exceed the amounts paid for the affected Service during the 12 months preceding the event giving rise to the claim.

14. Suspension and termination

We may suspend or terminate access for material violation of these Terms, security risk, fraud, nonpayment, unlawful use, or conduct that threatens the Service or other users. Where practical, we will provide notice and a reasonable opportunity to cure.

15. Changes to these Terms

We may update these Terms from time to time. The effective date above identifies the current version. Continued use of the Service after an updated version becomes effective constitutes acceptance where permitted by law.

16. Contact