Pilot Terms of Service

Effective Date: April 23, 2026 Document Version: 1.0 — Pilot Issuer: Flowtel, Inc.

About these terms

These Pilot Terms of Service ("Pilot Terms") govern access to and use of the Flowtel platform during Flowtel's design-partner and pilot phase. Flowtel ("Flowtel," "we," "our," or "us") is a Delaware corporation with its principal place of business at 2301, 8 10th Street, San Francisco, CA, USA, and operates as the AI operating system for hotels.

Flowtel is currently working with a small group of design-partner hotels to refine the product. During this phase, we use these Pilot Terms instead of a full commercial Terms of Service. Commercial Terms — including a Data Processing Addendum, sub-processor disclosures, insurance commitments, and an SLA — will apply to paid subscriptions and will be provided to Customer for review before any paid subscription begins. Until then, the Pilot Terms below apply.

By accessing the Flowtel platform, executing a pilot agreement that references these terms, or installing Flowtel from a property management system marketplace, you ("Customer") agree to these Pilot Terms.

1. Pilot Services

1.1 What we provide. Flowtel provides AI voice agents for hotels and the related dashboards, APIs, and integrations needed to operate them (the "Services"). The exact scope, properties, and configuration are defined in a written pilot agreement, an Order Form, or a marketplace installation record between Flowtel and Customer.

1.2 Pilot character. The Services are made available on a pilot, evaluation, or design-partner basis. Pilots are provided "AS IS." No service-level agreement, uptime commitment, or implementation warranty applies during the pilot. Flowtel will use commercially reasonable efforts to operate the Services with care.

1.3 Updates and changes. Flowtel may modify, enhance, or change the Services at any time during the pilot. We will give Customer reasonable advance notice of changes that materially affect Customer's day-to-day use.

2. Acceptable use

Customer will not (a) reverse engineer, decompile, or attempt to extract the source code of the Services; (b) resell, sublicense, or rent the Services without Flowtel's prior written consent; (c) use the Services to build a competing product; (d) use the Services to violate any applicable law, including telecommunications, consumer-protection, and privacy law; (e) interfere with the integrity or performance of the Services; or (f) use the Services in or for the benefit of any country, person, or entity subject to U.S. trade sanctions.

3. Customer responsibilities

3.1 PMS configuration. Customer is responsible for accurate configuration of its property management system (rates, availability, room categories, restrictions, payment workflows). Flowtel reads from and writes to the PMS based on the configuration Customer maintains.

3.2 Notice and consent. Customer is responsible for providing End Users (including guests who place phone calls) with all required notices and consents under applicable law, including notice that calls may be answered by an AI voice agent and may be recorded. Customer remains responsible for compliance with two-party consent and bot-disclosure laws (e.g., CIPA, CA SB 1001, the EU AI Act).

3.3 Lawful use. Customer represents that its use of the Services complies with all applicable laws, including data-protection laws (e.g., GDPR, CCPA/CPRA) and call-recording laws.

4. Data

4.1 Customer Data. Customer owns all data submitted by Customer to the Services and all data captured about End Users as a result of End User interactions with the Services ("Customer Data"). Customer grants Flowtel a worldwide, non-exclusive, royalty-free license to host, process, transmit, and use Customer Data solely as necessary to provide the Services.

4.2 Privacy roles. With respect to personal data of End Users, Customer is the data controller (or "business" under CCPA/CPRA) and Flowtel is a data processor (or "service provider"). Flowtel will process such personal data only to provide the Services and as instructed by Customer. A Data Processing Addendum is available on request and will be executed before any paid subscription begins.

4.3 Security. Flowtel implements and maintains commercially reasonable administrative, physical, and technical safeguards designed to protect Customer Data against unauthorized access, alteration, disclosure, or destruction. Flowtel will notify Customer without undue delay of any confirmed security incident affecting Customer Data.

4.4 AI training. Flowtel does not use Customer-identifiable call audio, transcripts, or End User personal data to train foundation models operated by third parties. De-identified, aggregated data may be used to improve and develop Flowtel's internal models and Services.

4.5 Retention and deletion. Flowtel will retain Customer Data for the duration of the pilot and for a reasonable period thereafter for backup and audit. Customer may request return or deletion of Customer Data at any time.

5. AI and voice

5.1 AI agent disclosure. As the provider of the AI system, Flowtel is responsible for ensuring that End Users are informed they are interacting with an AI. Flowtel implements this by configuring its voice agent to identify itself as an AI at the start of each interaction unless prohibited by applicable law. This obligation is consistent with Flowtel's responsibilities as a provider under the EU AI Act (Article 50), California SB 1001, and similar laws, and is in addition to Customer's obligations under Section 3.2.

5.2 AI accuracy. Customer acknowledges that AI outputs may contain errors. Customer is responsible for setting appropriate guardrails and approval workflows for high-stakes actions (e.g., payments, irreversible changes).

5.3 Recording. Calls handled by the Services may be recorded and transcribed for the purposes of providing, monitoring, and improving the Services and for compliance and dispute resolution.

5.4 Payments. Where the Services facilitate payment processing, payment instruments are tokenized and charged through the connected PMS or another PCI-DSS compliant payment processor. Flowtel does not intentionally collect, store, process, or transmit primary account numbers ("PAN") or sensitive authentication data. If an End User volunteers payment card data during a voice interaction, Flowtel uses commercially reasonable measures to avoid retaining that data in transcripts or recordings; Customer remains responsible for instructing End Users to enter card data through the PMS-hosted payment flow rather than reading it aloud.

6. Third-party platforms

The Services depend on third-party platforms, including the connected PMS, telephony providers, payment processors, and AI providers. Flowtel is not responsible for outages, errors, or changes in those platforms but will use commercially reasonable efforts to maintain compatibility.

7. Intellectual property

7.1 Flowtel IP. Flowtel retains all right, title, and interest in and to the Services, including all software, models, algorithms, and documentation.

7.2 Customer IP. Customer retains all right, title, and interest in and to Customer Data and Customer's name, brand, and trademarks. Customer grants Flowtel a non-exclusive, worldwide, royalty-free license to use Customer's name and logo to identify Customer as a design partner in marketing materials and on the Flowtel website. Customer may revoke this license by written notice at any time, prospectively.

7.3 Feedback. If Customer provides feedback or suggestions about the Services, Flowtel may use it without restriction or obligation.

8. Confidentiality

Each party will protect the other party's non-public information ("Confidential Information") with the same degree of care it uses to protect its own (and no less than reasonable care), and will use Confidential Information only for the purpose of performing under these Pilot Terms. This obligation does not apply to information that is or becomes publicly known through no fault of the receiving party, was already known without restriction, is rightfully received from a third party, or is independently developed.

9. Term and termination

9.1 Term. These Pilot Terms become effective when Customer first accesses the Services and continue until terminated.

9.2 Termination. Either party may terminate the pilot at any time upon written notice. If Customer has reservations or interactions in flight at the time of termination, the parties will agree on a reasonable wind-down period (not less than 7 days) during which Flowtel will continue to handle in-flight interactions, unless termination is for cause arising from Customer's breach of Section 2 or non-payment. On termination (or end of any wind-down period), (a) Customer's access to the Services will end and (b) Flowtel will, on Customer's written request received within 30 days of termination, return or delete Customer Data.

9.3 Survival. Sections 2, 4, 7, 8, 10, 11, and 12 survive termination.

10. Disclaimers

EXCEPT AS EXPRESSLY SET FORTH IN THESE PILOT TERMS, THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE." FLOWTEL DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. FLOWTEL DOES NOT WARRANT THAT THE SERVICES OR THE OUTPUTS OF AI VOICE AGENTS WILL BE UNINTERRUPTED, ERROR-FREE, OR MEET ANY PARTICULAR REQUIREMENTS.

11. Limitation of liability

EXCEPT FOR (A) BREACH OF CONFIDENTIALITY, (B) GROSS NEGLIGENCE OR WILLFUL MISCONDUCT, OR (C) CUSTOMER'S BREACH OF SECTION 2, IN NO EVENT WILL EITHER PARTY BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR LOSS OF PROFITS, REVENUE, GOODWILL, OR DATA, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. EACH PARTY'S TOTAL CUMULATIVE LIABILITY UNDER THESE PILOT TERMS WILL NOT EXCEED THE GREATER OF (X) THE FEES PAID OR PAYABLE BY CUSTOMER TO FLOWTEL UNDER THE PILOT IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY, OR (Y) US$5,000.

12. General

12.1 Governing law and venue. These Pilot Terms are governed by the laws of the State of Delaware, without regard to its conflict-of-laws principles. Any dispute arising out of or related to these Pilot Terms will be brought exclusively in the state or federal courts located in Wilmington, Delaware.

12.2 No third-party beneficiaries. These Pilot Terms are for the sole benefit of the parties and do not confer any rights on any third party, including End Users.

12.3 Assignment. Neither party may assign these Pilot Terms without the other party's prior written consent, except in connection with a merger, acquisition, reorganization, or sale of substantially all of its assets, with notice to the other party.

12.4 Force majeure. Neither party is liable for delay or failure to perform due to causes beyond its reasonable control, including third-party service outages, internet failures, government actions, natural disasters, or labor disputes.

12.5 Modifications. Flowtel may update these Pilot Terms by posting a new version. Material changes affecting Customer's use will be communicated by email or through the Services with reasonable advance notice. Continued use after the effective date of an update constitutes acceptance.

12.6 Entire agreement. These Pilot Terms, together with any pilot agreement, Order Form, or written agreement signed by both parties, constitute the entire agreement between the parties on the subject matter and supersede all prior or contemporaneous communications. In the event of a conflict, a signed written agreement controls over these Pilot Terms.

12.7 Severability and waiver. If any provision is held unenforceable, the remaining provisions remain in effect. No waiver is effective unless in writing.

12.8 Independent contractors. The parties are independent contractors. Nothing here creates a partnership, joint venture, agency, or employment relationship.

What's not in these Pilot Terms (and when it will be)

These Pilot Terms intentionally exclude clauses that belong in a full commercial agreement and that we want to scope alongside our first paid customers, rather than imposed unilaterally. The commercial Terms of Service will be made available to Customer for review before any paid subscription begins, and will include:

If Customer needs any of these committed earlier than the move to paid subscription, contact us — we are happy to negotiate them on a case-by-case basis during the pilot.

Contact

Flowtel, Inc. 2301, 8 10th Street, San Francisco, CA, USA Legal: legal@flowtel.ai Privacy: privacy@flowtel.ai Support: support@flowtel.ai