1. Scope and agreement
Level Hospitality SAS provides technology that connects hotel systems and supports operational workflows under the LevelConnect brand. These terms complement the service agreement when incorporated and accepted by an authorized representative of the customer. Visiting this website alone does not create a paid subscription.
The accepted proposal or service agreement defines the enabled integrations, fees, payment terms, support and any service levels. A specifically agreed written provision prevails over these general terms, subject to mandatory law.
2. Accounts and permitted use
The customer must authorize its users, protect credentials, maintain valid third-party accounts and permissions, and promptly notify LevelConnect of suspected unauthorized access. Use must be lawful and limited to the contracted business purposes. Attempts to bypass access controls, disrupt the service or access another customer’s information are prohibited.
LevelConnect retains rights in its software and brand. The customer retains its rights in the information it supplies and authorizes processing necessary to perform the agreed integrations. No ownership of customer data is transferred to LevelConnect.
3. SIRE and TRA: allocation of responsibilities
SIRE is operated by Migración Colombia; TRA is the accommodation registration system provided by the Ministry of Commerce, Industry and Tourism. LevelConnect is an independent technology provider, not an authority or a representative of either authority. Automation supports reporting but does not replace the accommodation provider’s legal obligations.
The customer must determine the reports and deadlines applicable to its establishment, maintain its registration and official accounts, enter complete and accurate guest and reservation data, validate configuration and mappings, and review arrivals, departures, changes, omissions and duplicates. Historical records or changes made after submission require separate verification; do not assume they have been reported or corrected automatically.
The customer must regularly reconcile source records with submission results and official receipts, with sufficient time to act before applicable deadlines. A queued task, transmission attempt or local success indicator is not, by itself, proof that the authority accepted a report. Verify the official acknowledgement or record and preserve supporting evidence.
If a report is rejected, pending, incomplete or cannot be verified, the customer must investigate promptly, contact support and use the authority’s available reporting or contingency procedure as needed. Opening a support ticket does not extend a legal deadline. Before resubmitting, check for an existing official record to avoid duplicates.
4. Third-party dependencies and support
Operation depends on external services including PMS providers, government platforms, internet connections and authorized access. Outages, changes to interfaces, validation rules, credentials or access restrictions may delay or prevent processing. LevelConnect cannot guarantee continuous third-party availability, acceptance of every submission or the absence of regulatory penalties.
LevelConnect must exercise reasonable professional care in delivering its contracted services, investigate reported integration faults within the agreed support scope, and communicate known material incidents affecting those services. The customer must provide relevant evidence and cooperate with diagnosis. Specific response times, monitoring, recovery and backup commitments apply only where expressly agreed.
5. Liability
Each party is responsible for breaches and damage attributable to it under applicable law. To the extent legally permitted, LevelConnect is not responsible for reporting failures caused by inaccurate or late customer data, unauthorized use, customer configuration changes, unavailable or changed third-party systems, or a customer’s failure to verify and address rejected or missing reports, insofar as those causes are not attributable to LevelConnect.
A fine, rejected report or missed deadline does not automatically establish liability on the part of LevelConnect. Responsibility must be assessed by reference to the proven cause, each party’s obligations and applicable law. To the extent permitted by law, compensation excludes indirect or consequential losses and lost profits. Any monetary liability cap must be expressly agreed in the service agreement.
Nothing in these terms excludes liability for fraud, wilful misconduct, gross negligence, non-waivable data protection duties or other liability that cannot lawfully be limited. Mandatory consumer rights remain unaffected. These terms do not bind authorities or prevent them from exercising their powers.
6. Privacy and confidentiality
Each party must protect confidential information received through the service and restrict access to persons who need it for authorized purposes or lawful disclosures. Personal data processing is described in the privacy policy and, for guest data processed on the customer’s instructions, the applicable data processing agreement. The customer must establish a lawful basis and provide required notices before sharing personal data.
7. Subscription, suspension and termination
Pricing, renewal, cancellation and any refunds follow the accepted commercial agreement and mandatory law. Access may be restricted as reasonably necessary to address security threats, unlawful use or material breach, with notice and an opportunity to remedy where practicable. Termination does not remove obligations already incurred.
Before service ends, the customer should coordinate retrieval of its records and transition to another reporting method. The parties must agree the applicable export, retention and deletion arrangements; continued access or indefinite storage after termination is not promised. Reporting obligations continue during suspension and after termination.
8. Changes, governing law and contact
Material changes will be communicated before they apply to an existing contractual relationship, and acceptance will be obtained where required. Changes do not retroactively remove accrued rights. The version incorporated into the customer’s agreement governs until validly amended.
Colombian law applies subject to mandatory rules and any valid specific agreement. Parties should first seek resolution through support@levelconnect.co, without restricting access to competent courts or authorities. If a provision is unenforceable, the remaining provisions continue to apply to the extent permitted by law. Spanish is the reference version; the English translation is provided for convenience, without limiting mandatory rights.