# GreetScribe AI / LLM Use Policy **Effective date:** 2026-05-17 **Version:** 1.0 **Operator:** Qevinto Oy This AI / LLM Use Policy explains how AI and large language model features may be used in GreetScribe. This Policy applies to business customers, customer staff, administrators, and users who interact with AI-assisted GreetScribe features. --- ## 1. Operator GreetScribe is operated by: **Qevinto Oy** Business ID: 3583823-3 Sarkakatu 3 F23 96460 Rovaniemi Finland Contact: contact@qevinto.com --- ## 2. Scope This Policy applies to AI and LLM features used in or with GreetScribe. It covers: - AI-assisted chat responses; - AI-assisted recommendations; - AI-assisted guest guidance; - AI-assisted summaries or routing where enabled; - OpenAI or other LLM providers where configured; - customer-specific AI settings; - enterprise or self-hosted LLM arrangements where separately agreed. This Policy supplements the GreetScribe Privacy Policy, SaaS Customer Terms, Data Protection Addendum, and Subprocessor List. If a signed customer agreement contains different AI-specific terms, the signed agreement controls for that customer. --- ## 3. What AI may be used for GreetScribe may use AI or LLM features to assist with: - answering guest questions; - suggesting relevant accommodation or activity options; - supporting guest-assistance workflows; - improving conversational guidance; - helping users navigate available information; - supporting recommendations where enabled; - handling general support-style questions; - improving response quality within customer-specific configuration. AI features are intended to support the guest experience. AI features are not intended to replace customer responsibility for accurate business information, guest service, booking terms, provider data, or legal compliance. --- ## 4. What AI is not used for AI or LLM features do not: - accept bookings; - reject bookings; - accept payments; - reject payments; - process hotel guest payment card details; - determine whether a guest may stay at a property; - make final legal, financial, medical, safety, or emergency decisions; - replace the customer’s own booking engine, payment provider, guest support team, or legal obligations. Final booking and payment completion happens outside GreetScribe through the customer’s or provider’s booking/payment flow. --- ## 5. Booking and payment boundary GreetScribe may guide a guest toward a customer-managed or provider-managed booking flow. GreetScribe may show options, links, recommendations, summaries, or booking-related information. Guest booking payments are handled by the customer, booking provider, payment provider, or third-party booking system. Qevinto Oy does not receive hotel guest booking payments unless separately agreed in writing. No LLM accepts or rejects bookings or payments. --- ## 6. AI providers GreetScribe may use OpenAI for chat assistance and recommendations. GreetScribe may support different AI configurations depending on customer setup. These configurations may include: - Rasa-only mode; - OpenAI global processing mode; - OpenAI EU processing mode; - alternative LLM provider arrangements; - self-hosted or enterprise LLM arrangements where separately configured. The available configuration may depend on the customer plan, technical setup, provider availability, and written agreement. --- ## 7. Data sent to AI providers Where AI features are enabled, GreetScribe may send limited context to the AI provider. This may include: - guest chat messages; - recent conversational context; - customer-specific knowledge or FAQ context; - accommodation or activity context needed to answer the question; - recommendation context; - technical metadata needed to operate the feature. GreetScribe is not intended to send full chat transcripts to OpenAI by default. GreetScribe is not intended to send guest names, guest email addresses, or guest phone numbers to OpenAI by default. Customer-specific configurations may affect what context is processed. Customers must not configure prompts, flows, integrations, or content to send unnecessary personal data to AI providers. --- ## 8. Sensitive information GreetScribe does not intentionally request sensitive personal data through AI features. Customers must not use GreetScribe AI features to intentionally collect sensitive personal data unless Qevinto Oy has agreed to that use in writing. Sensitive data may include: - health information; - religious views; - political opinions; - biometric information; - government identification data; - other high-risk personal information. Because GreetScribe may include free-text chat, users may technically type sensitive information even when GreetScribe does not request it. If sensitive information is submitted, the customer must cooperate with Qevinto Oy to handle it appropriately. --- ## 9. Customer responsibilities The customer is responsible for: - ensuring Customer Content is accurate; - ensuring accommodation and activity information is accurate; - ensuring provider data is suitable for guest-facing use; - reviewing AI-assisted outputs before relying on them for business decisions; - configuring AI features responsibly; - avoiding unnecessary personal data collection; - avoiding sensitive data collection unless agreed in writing; - providing appropriate guest-facing information where required; - ensuring its own staff use AI features appropriately; - maintaining its own booking terms, payment terms, cancellation terms, and guest-service policies. The customer must not present AI-generated output as guaranteed, verified, or professional advice. The customer must not use AI outputs as legal, tax, financial, medical, safety, or emergency advice. --- ## 10. Accuracy and limitations AI-generated responses may be incomplete, inaccurate, outdated, or unsuitable for a specific situation. AI may misunderstand guest messages. AI may produce incorrect wording or recommendations. AI may rely on incomplete or outdated Customer Content or provider data. AI may be affected by service limits, provider outages, latency, or configuration settings. Customers and users should verify important information before relying on it. Guests should confirm booking, payment, cancellation, availability, and pricing information through the customer’s or provider’s official booking flow. --- ## 11. Recommendations and ranking GreetScribe may use AI or automated logic to provide recommendations or ranking. Recommendations may be based on guest messages, selected dates, selected guest counts, selected area, selected activities, customer content, provider data, or configured business rules. Recommendations are informational. Recommendations do not guarantee availability, price, suitability, eligibility, or booking completion. The customer remains responsible for ensuring that recommendation logic and customer-provided content are suitable for the customer’s business. --- ## 12. Human oversight Customers should use appropriate human oversight for AI-assisted workflows. Human review is especially important for: - unusual guest requests; - complaints; - refunds; - cancellations; - accessibility requests; - safety concerns; - legal questions; - sensitive information; - payment issues; - booking disputes; - high-value bookings; - business-critical decisions. GreetScribe is not an emergency, safety-critical, legal, medical, tax, or financial advice system. --- ## 13. Prohibited AI use Customers must not use GreetScribe AI features to: - violate law; - mislead Guests; - impersonate a person or company without permission; - make legally significant decisions without appropriate review; - provide professional legal, medical, financial, tax, or safety advice; - collect sensitive data unless agreed in writing; - generate harmful, discriminatory, or unlawful content; - bypass security controls; - extract prompts, system messages, credentials, API keys, or secrets; - access another tenant’s data; - overload or abuse the Service; - train a competing product without Qevinto Oy’s written permission. Qevinto Oy may restrict or suspend AI features if they are misused. --- ## 14. Prompting and configuration Qevinto Oy may use prompts, system instructions, retrieval context, customer knowledge, filters, rate limits, and other controls to operate AI features. Qevinto Oy may update prompts, retrieval logic, filters, or guardrails to improve safety, quality, reliability, or performance. Customers must not attempt to bypass or disable AI safety controls unless Qevinto Oy has agreed in writing. Customers must not expose prompts, hidden instructions, internal logic, credentials, tokens, or service secrets. --- ## 15. Customer content and AI Customer Content may be used to help AI features answer questions or provide recommendations. Customer Content may include: - hotel descriptions; - accommodation descriptions; - activity descriptions; - location information; - policies; - FAQs; - amenities; - booking guidance; - provider data; - customer-approved business information. The customer is responsible for the accuracy, legality, and suitability of Customer Content. If Customer Content is inaccurate, AI outputs may also be inaccurate. --- ## 16. Provider data and AI AI features may use provider data where enabled. Provider data may include accommodation availability, activity availability, prices, booking links, descriptions, images, restrictions, or policy information. Provider data may be delayed, unavailable, incomplete, or changed by the Provider. Qevinto Oy does not control third-party provider systems. Guests should complete bookings and payments through the customer’s or provider’s official booking or payment flow. --- ## 17. Data protection AI-related processing is also governed by the GreetScribe Privacy Policy and Data Protection Addendum where applicable. The customer must ensure that it has the right to provide personal data, Customer Content, and provider data for AI-assisted processing. The customer must ensure that its use of AI features matches its own privacy notices, guest disclosures, and legal obligations. Qevinto Oy may use service providers and subprocessors to operate AI features. Relevant providers may be described in the GreetScribe Subprocessor List. --- ## 18. Logs and monitoring Qevinto Oy may process technical logs, error information, prompts, outputs, metadata, and usage data to operate, secure, troubleshoot, improve, and support AI features. Qevinto Oy may use usage data to apply usage limits, token limits, rate limits, plan limits, or billing rules. Technical alerts are intended to use sanitized operational context where possible. Error alerts are not intended to include guest names, guest email addresses, guest phone numbers, guest chat text, or booking/session data. --- ## 19. Usage limits and fees AI and LLM features may be subject to usage limits. Usage limits may include: - message limits; - token limits; - request limits; - rate limits; - feature limits; - plan limits; - fair-use limits. Qevinto Oy may charge usage-based fees for LLM or token usage above included limits. Plan details, included usage, and overage pricing may be described in pricing pages, invoices, subscription pages, written quotes, or customer communications. --- ## 20. Service changes Qevinto Oy may update, replace, restrict, or discontinue AI features. Qevinto Oy may change AI providers, models, prompts, guardrails, retrieval methods, configuration options, or usage limits. Qevinto Oy may disable AI features where needed for security, legal, operational, provider, or quality reasons. Customer-specific agreements may define additional terms. --- ## 21. Contact Questions about this AI / LLM Use Policy may be sent to: **Qevinto Oy** Sarkakatu 3 F23 96460 Rovaniemi Finland contact@qevinto.com