Terms of service

These terms apply when you (the property owner or manager) ask Cozie Guides to make and host a digital guest guide. Cozie Guides is run by a sole trader based in Brisbane, Queensland, Australia. Contact: hello@cozieguides.com. We’ve kept them short and plain.

1. What we do

Cozie Guides is guest guide software and a done-for-you guide-writing service. We turn your questionnaire answers and photos into a mobile guest guide for one property, host it at a web link, and give you a printable QR code (a “Cozie Code”). We don’t manage properties, take bookings or provide accommodation. The monthly plan covers hosting, updates you ask for, and a seasonal refresh of local tips. A guide for another property is an extra guide with its own setup fee (see our home page); a full rewrite is quoted separately first.

2. Timing

We aim to send you a draft within about 7 days of receiving your completed questionnaire and photos. That’s a target, not a promise: missing answers or busy periods can make it longer, and we’ll tell you if so. Small updates you ask for are usually live within 48 hours of your message; that’s also a target, not a guarantee.

3. What you check and approve

You know your property; we don’t. Before a guide goes live you must check and approve everything in it, especially:

We don’t invent codes, instructions, prices, hours or safety information. Nothing is published until you approve it, and you can ask for changes at any time. You’re responsible for the legal safety and information obligations for your property; including information in a guide doesn’t mean we’ve checked it.

4. Your content and the guide

You confirm you have the right to use the text and photos you send us, and that photos don’t show people without their consent. You own the text and photos you send us and let us use them to make, host and update your guide while you’re a customer. Once you’ve paid the setup fee you also own the guide text we write for you and can reuse it anywhere, including after you cancel. We keep our software, design, templates, Cozie Codes, and general local tips we write for several guides. We may show your guide as an example only with your written permission.

5. Prices and payment

Prices are in New Zealand dollars and are as shown on our website or in a written quote we send you; a written quote takes priority. We’re not registered for GST in Australia or New Zealand, so no GST is included or added and our invoices aren’t tax invoices. If that changes we’ll tell you at least 30 days before it affects what you pay.

We’ll build a free sample page first. If you decide to go ahead, we invoice the setup fee before building your full guide. We don’t take payments on the website: you pay by bank transfer to the New Zealand bank account shown on the invoice, using the invoice number as the reference. Invoices are due within 7 days. The monthly fee depends on how many homes you have and is invoiced each month in advance. If an invoice is unpaid 14 days after it’s due, we may suspend the guide after at least 7 days’ written notice. We’ll restore it within one business day of payment and won’t delete anything during a suspension.

Founding pilot pricing is for our first three owners, in exchange for honest feedback: the NZ$149 setup fee for your first guide is invoiced when you go ahead, and the first 3 months of hosting are free. After the 3 free months, the pilot becomes the monthly plan at the price for your number of homes. At least 14 days before the free period ends, we’ll email you a reminder with the date and price. You can cancel any time before then by replying to that email and you won’t pay anything more. A testimonial is never a condition of the pilot; if you choose to give one, we’ll say you were a pilot customer.

6. Cancel any time

You can cancel the monthly plan at any time with no exit fee. To cancel, email hello@cozieguides.com. No form or login needed. It stops at the end of the month you’ve been invoiced for, and we don’t send further invoices. We then take the guide offline and delete its data within 30 days (backups roll over within a further 14 days). Ask us before then if you’d like a copy of your text and photos. The setup fee isn’t refundable once we’ve sent you a draft, unless the draft doesn’t reasonably match what we agreed and we can’t fix it within a reasonable time, in which case we’ll refund the setup fee.

We can end the monthly plan with at least 30 days’ notice; we’ll refund fees for time after the end date and give you a copy of your guide text and photos.

Nothing in these terms limits your rights under the NZ Consumer Guarantees Act or Fair Trading Act, or the Australian Consumer Law, where they apply.

7. Availability and security: no guarantees

We take care: private details sit behind a PIN or an expiring private link, logins are protected, and backups are taken daily. But no online service can promise to be available 100% of the time or to be perfectly secure. Your guide is hosted in Sydney, Australia (Fly.io) and relies on hosting and internet providers outside our control. Please always keep a way to give guests essential access information directly, such as your booking platform messages.

You’re responsible for your property’s access codes. Share a stay PIN only with booked guests, change door or lockbox codes regularly (ideally between stays), and tell us straight away if you think a PIN or private link has been shared or misused so we can turn it off. If we become aware of unauthorised access to private stay details, we’ll tell you promptly.

8. Responsibility

We’re responsible for doing the work with reasonable care and skill. To the extent the law allows, we aren’t responsible for losses to the extent caused by information you supplied or approved, by a third-party service being down, or by a guest’s use of a property. If something we did goes wrong, our total responsibility is limited to the greater of the fees you paid us in the previous 12 months or NZ$500. Neither of us is liable for indirect losses such as lost bookings or lost profits. These limits don’t apply to fraud or deliberate wrongdoing. None of this limits your rights under the NZ Consumer Guarantees Act or Fair Trading Act, or the Australian Consumer Law, where they apply.

9. Privacy

How we handle personal information is explained in our privacy notice.

10. Changes

If we change these terms, we’ll tell existing customers at least 30 days before the change applies. Changes won’t affect fees already invoiced. If you don’t want to accept a change, you can cancel before it applies with no exit fee.

11. Governing law and disputes

These terms are governed by the laws of Queensland, Australia. If there’s a problem, please email us first and we’ll both try in good faith to sort it out within 20 business days. Either of us may then go to the courts of Queensland, or of New Zealand if you’re based there. Nothing in this clause removes rights you have under New Zealand law that can’t be excluded by contract.

12. Contact

Questions? Email hello@cozieguides.com.