Last updated 29 October 2026
These Terms of Service ("Terms") govern access to and use of Sawubona's AI-powered after-hours phone and SMS assistant service (the "Service") by accommodation operators who subscribe to it ("Customer," "you"). By signing up for or using the Service, you agree to these Terms.
If you are a guest of a Customer who has called or texted Sarah, these Terms don't apply to you directly — see our Privacy Policy for how we handle information about you.
Sawubona provides Sarah, an AI voice and SMS assistant that answers your after-hours guest phone line, resolves common guest queries using property information you provide, and escalates unresolved or urgent issues to your nominated on-call contacts. Features, response accuracy, and availability depend in part on the accuracy and completeness of the property information you supply to us.
Your subscription continues month to month (or for the billing period you've selected) until cancelled. There's no lock-in contract — you may cancel at any time by giving us 30 days' written notice to hello@sawubona.io. You remain responsible for fees accrued up to the end of that notice period.
We may suspend or terminate your access if fees are significantly overdue, if you breach these Terms, or if we reasonably believe the Service is being used in a way that creates legal or safety risk.
We work to keep the Service reliably available, but Sarah depends on third-party infrastructure (including telephony, SMS, and AI providers) outside our direct control. We don't guarantee uninterrupted or error-free operation, and we're not liable for outages or degraded performance caused by these third-party providers. Where we're aware of an extended outage, we'll make reasonable efforts to notify affected Customers.
Our collection and use of personal information in connection with the Service is described in our Privacy Policy, which forms part of these Terms. You're responsible for ensuring you have the appropriate basis to share any guest or booking information with us as part of your use of the Service.
Sawubona retains all rights, title, and interest in the Service, including Sarah's underlying software, prompts, and configuration. You retain ownership of the property information and content you provide to us, and grant us a licence to use it solely to provide the Service to you.
To the maximum extent permitted by law, Sawubona's total liability to you arising out of or in connection with the Service is limited to the fees paid by you in the three months preceding the event giving rise to the claim. We're not liable for indirect, consequential, or special loss, including lost bookings, lost revenue, or reputational harm. Nothing in these Terms excludes any right or remedy you have under the Consumer Guarantees Act 1993 or Fair Trading Act 1986 that cannot lawfully be excluded, where those Acts apply to your use of the Service.
We may update these Terms or the Service from time to time. Where a change materially affects your use of the Service, we'll give you reasonable notice. Continued use of the Service after a change takes effect constitutes acceptance of the updated Terms.
These Terms are governed by the laws of New Zealand, and any dispute arising from them will be subject to the exclusive jurisdiction of the New Zealand courts.
Questions about these Terms? Contact us at hello@sawubona.io.