Pacho Platform: Terms of Service

Last updated: 2026-07-10

These Terms of Service (“Terms”), together with the Agreement and its appendices, constitute the entire agreement framework between the Parties. In the event of any conflict between these Terms and the Agreement, the Agreement shall prevail.

Definitions

  • Agreement: The agreement entered into between the Customer and Pacho regarding the use of the Platform, together with its schedules.
  • Effective Date: means the date on which the Customer first accepts these Terms electronically (for example, by clicking “Accept” or by creating an account) or otherwise begins using the Platform, whichever occurs first.
  • Customer: A business entity that has entered into a commercial agreement with Pacho (Huisku Oy) for the use of its Platform.
  • Pacho: Huisku Oy (Business ID: 3506441-8) which develops and provides the Platform.
  • Party: either the Customer or Pacho individually.
  • Parties: the Customer and Pacho collectively.
  • Platform: Pacho’s proprietary operations management SaaS software.
  • User: Any individual authorized by the Customer to use the Pacho platform.

1. Platform Usage

  • Pacho provides the Platform that enables Customers to manage short-term rental operations such as task automation, workflows, communication, and internal coordination.
  • Subject to payment of the Service Fees specified in the Agreement or otherwise agreed between the Parties, and provided that these Terms and the Agreement are complied with, Pacho grants the Customer a limited, non-exclusive, non-transferable, and non-sublicensable right to use the Platform during the billing period defined in the Agreement.
  • The Customer understands and agrees that the Platform is provided under a limited right of use only. The Platform is licensed, not sold, to the Customer or any Users, and neither the Customer nor any User acquires any ownership rights in or to the Platform under these Terms.
  • The Platform does not include a service marketplace or the ability to procure third-party service providers via the Platform.
  • All Users must be at least 18 years of age and authorized to use the Platform on behalf of the Customer.
  • The Customer remains responsible for all activities that occur under its accounts on the Platform.

2. Relationship of the Parties

  • Pacho acts solely as a software provider. Nothing in these Terms or the Agreement shall create an employment, partnership, joint venture, or agency relationship between Pacho and the Customer or any User. Pacho does not own, lease, manage, control, or operate any properties listed or managed through the Platform.
  • The Customer is solely responsible for its own contractual relationships with property owners, guests, cleaners, and other partners. The Customer independently determines the terms of its listings, bookings, pricing, cancellations, and its own services, and is fully responsible for fulfilling its obligations to such parties.

3. User Responsibilities

  • Customers and Users must:
    • Maintain accurate and up-to-date account and billing information
    • Protect login credentials and access tokens
    • Notify Pacho without undue delay of any suspected unauthorized use or security breach
    • Comply with all applicable laws and regulations
    • Ensure the Platform is used solely within the permitted scope and for lawful purposes
  • The Customer and each User are responsible for all unauthorized use of the Platform carried out through their usernames and/or passwords. All user accounts are strictly personal. Pacho reserves the right to disable any username, password, or other identifier, whether chosen by the User or provided by Pacho, and/or to suspend access to the Platform at any time if Pacho considers that the Customer or any User has breached these Terms.
  • If the Customer or any User becomes aware of or suspects any unauthorized use of or access to the Platform, or if a password has been disclosed to a third party, Pacho must be notified without undue delay. The Customer must remove and update access rights to the Platform as necessary, for example upon termination of a User’s employment.
  • The Customer is responsible for ensuring that its hardware, connections, software, and IT systems are functional and compatible with the Platform environment, and that the Platform meets the Customer’s intended use. Use of the Platform requires a functioning internet connection.
  • The Customer is responsible for all data and content submitted to the Platform by the Customer or any User, including their accuracy and correctness thereof.
  • The Customer shall ensure that Users comply with these Terms when using the Platform. Any misuse of the Platform by the Customer or a User may result in the immediate termination of the subscription or the suspension or restriction of access to the Platform.

4. Account Information and Communications

  • Customers must ensure that all information provided to Pacho (including contact and billing details) is accurate and kept current.
  • By creating an account or using the Platform, Users consent to receive communications from Pacho related to the services, including:
    • Service announcements
    • Administrative messages
    • Billing notifications
    • Product updates and support communications
  • Communications may be delivered via email, phone, or in-platform notifications.
  • Marketing communications will only be sent in accordance with applicable law and may be unsubscribed from where required.

5. Fees and Billing

  • Fees are determined by the applicable Pacho Pricing Document (Schedule B), as updated from time to time in accordance with that document.
  • Subscription fees are typically billed monthly in arrears, unless otherwise agreed (e.g., annual prepayments). The applicable billing frequency and payment method will be communicated to the Customer.
  • Except where otherwise required by mandatory law:
    • All fees are non-refundable, including for partial billing periods, unused capacity, or downgrades.
    • The Customer remains liable for all charges incurred up to the effective date of termination.
  • Payments may be made by credit/debit card (via Stripe or another payment processor) or by invoice (subject to Pacho’s approval of invoicing terms). The Customer agrees to comply with the terms of any applicable payment processor.
  • Pacho may suspend access to the Platform for overdue payments following a reminder, as further described in the Commercial Agreement.

6. Termination

  • The term of these Terms shall commence on the Effective Date.
  • Term of the Customer’s subscription is defined in the Agreement or the applicable ordering document attached to the Agreement.
  • Unless otherwise agreed:
    • Either party may terminate the subscription with thirty (30) days’ written notice.
    • Termination will become effective at the end of the then-current billing period.
    • The Customer’s access to the Platform will cease at that time.
    • No refunds will be issued for any remaining portion of the billing period or prepaid fees, except where mandatory law requires otherwise.
  • Either Party may terminate the Agreement and these Terms for material breach if such breach is not remedied within a reasonable cure period after written notice.
  • Upon termination or expiry, Pacho may retain anonymized or aggregated data as described in Section 7 and 16, but will handle personal data in accordance with its Privacy Policy and applicable data protection law.

7. Data and Privacy

  • Pacho may collect, process, and use data in connection with the provision of the Platform in accordance with its Privacy Policy and applicable data protection legislation.
  • The Customer is responsible for ensuring it has a valid legal basis (such as consent, contract, or legitimate interest) to share any personal data with Pacho and to process such data using the Platform.
  • Pacho generally acts as a data processor with respect to personal data processed on behalf of the Customer and as a controller for certain usage data and Statistical Data as described below. The detailed roles and obligations may be further specified in a separate data processing agreement (“DPA”), where required.
  • Pacho may use anonymized or aggregated data for analytics, product development, improving the Platform, and internal reporting. Such data will not identify the Customer or any individual.

8. Limitations and Disclaimers

  • The Platform is provided on an “as is” and “as available” basis. Pacho does not warrant that the Platform will be uninterrupted, error-free, or free of harmful components, or that any defects will be corrected.
  • Pacho shall have no obligations or liabilities other than those expressly set out in these Terms or the Agreement.
  • To the maximum extent permitted by law, Pacho disclaims all warranties, express or implied, including any implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
  • The Customer acknowledges that:
    • The Platform depends on third-party infrastructure (such as hosting providers, PMS providers, booking channels, and APIs).
    • Downtime or issues in such third-party systems may affect the availability or performance of the Platform.
    • Pacho is not responsible for such third-party failures, as further described in Section 19.
  • Pacho’s liability is limited as set out in the Commercial Agreement. If the Agreement does not include any terms on the limitation of liability, Pacho’s total aggregate liability arising out of or in connection with the Customer’s use of the Platform shall in all circumstances be limited to an amount equal to the fees payable for six (6) months of use of the Platform under the Agreement. Neither Party shall be liable for any indirect or consequential damages. The limitations of liability shall not apply to damages arising from a breach of Section 7 (Data Privacy), Section 16 (Intellectual Property Rights), or Section 17 (Confidentiality), or to damages caused by gross negligence or wilful misconduct.

9. Indemnification

  • The Customer agrees to indemnify, defend and hold harmless Pacho, its affiliates, and their respective directors, officers, and employees from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or in connection with:
    • The Customer’s or any User’s misuse of the Platform
    • The Customer’s breach of this Agreement or these Terms
    • The Customer’s violation of applicable laws or third-party rights (including data protection, intellectual property, or contractual rights)
  • Pacho will provide the Customer with prompt notice of any claim for which it seeks indemnification and reasonably cooperate at the Customer’s expense.

10. Insurance and Damage Claims

  • Pacho does not provide any insurance coverage (such as property, liability, or business interruption insurance) for the Customer, its properties, or its guests.
  • The Customer is solely responsible for obtaining and maintaining appropriate insurance for its operations, including any short-term rental properties and related activities.
  • Any damage claims related to the Customer’s operations, properties, or services are the responsibility of the Customer, and not Pacho.

11. Applicable laws and Dispute Resolution

  • These Terms shall be governed by and construed in accordance with the laws of Finland, excluding its conflict of law provisions.
  • For Customers located outside Finland, any disputes arising out of or in connection with this Agreement or these Terms may, at Pacho’s election, be finally resolved by arbitration in accordance with the Rules for Expedited Arbitration of the Finland Chamber of Commerce.
  • The seat of arbitration shall be Helsinki, Finland, and the language of the arbitration shall be English.
  • Nothing in this clause prevents either party from seeking interim or injunctive relief from a court of competent jurisdiction.
  • For Customers located in Finland, disputes may be resolved by the courts of Finland, unless otherwise agreed.

12. Updates and Modifications

  • Pacho may update or modify these Terms of Service and any referenced documents from time to time, for example to:
    • Reflect changes in laws or regulations
    • Reflect changes in the Platform or new features
    • Address security, operational, or commercial reasons
  • Pacho will notify the Customer of material changes in advance, for example by email or in-platform notifications. Updated Terms will become effective at the start of the Customer’s next billing period, unless stated otherwise.
  • If the Customer does not agree to the updated Terms, the Customer may terminate the Agreement before the changes take effect, in which case the Customer’s subscription will end at the end of the then-current billing period. Continued use of the Platform after the effective date of updated Terms constitutes acceptance of the changes.

13. Third-Party Payment Processors

  • Pacho may use third-party payment processors (such as Stripe) to process payments. Pacho is not responsible for failures, outages, chargebacks, or other issues caused by such payment processors.
  • The Customer’s use of a payment processor may be subject to additional terms and privacy policies of that processor.

14. Force Majeure

  • Pacho shall not be liable for any delay or failure to perform its obligations due to events beyond its reasonable control, including but not limited to acts of God, natural disasters, war, terrorism, riots, strikes, failure of utilities, internet or telecommunications outages, third-party hosting or PMS outages, governmental actions, or pandemics.

15. Marketing and Publicity Rights

  • Unless otherwise agreed in writing, the Customer grants Pacho the right to:
    • Use the Customer’s name and logo in its marketing materials, presentations, customer lists, investor reports, and online channels
    • Refer to the Customer as a user of the Platform
  • The Customer may opt out of such marketing use at any time by providing written notice to Pacho. Pacho will comply with such opt-out within a reasonable time.

16. Intellectual Property

  • All rights, title, and interest in and to the Platform, including all software, technology, features, trademarks, and documentation, are and shall remain the exclusive property of Pacho and/or its licensors. No rights are granted to the Customer other than the limited right to access and use the Platform as expressly set out in this Agreement and these Terms.
  • The Customer may not:
    • Copy, modify, adapt, translate, or create derivative works of the Platform
    • Reverse engineer, decompile, or attempt to derive the source code of the Platform, except where permitted by mandatory law
    • Remove or alter any proprietary notices or branding on the Platform
    • Use the Platform to build a competing product or service
  • Any data, insights, analytics, or communications generated through the Customer’s use of the Platform may be used by Pacho for operational, legal, analytical, or product development purposes, in accordance with its Privacy Policy and any applicable DPA.
  • Pacho may also collect and use anonymized or aggregated data derived from Platform usage (“Statistical Data”) to support analytics, product development, and marketing. Statistical Data shall not identify the Customer or any individual.

17. Confidentiality

  • Each party agrees to keep all non-public, confidential, or proprietary information (“Confidential Information”) received from the other party strictly confidential.
  • Confidential Information may only be used for purposes of performing obligations under the Agreement and may not be disclosed to third parties except to employees, contractors, or professional advisors who need to know such information and are bound by similar confidentiality obligations.
  • Upon termination or expiration of the Agreement, the receiving Party shall, upon written request, return or securely destroy the disclosing Party’s Confidential Information, except to the extent retention is required by applicable laws.
  • These obligations remain in effect for three (3) years after disclosure, unless the information:
    • Becomes publicly available without breach of these Terms
    • Is independently developed without reference to the Confidential Information
    • Is lawfully received from a third party without confidentiality obligations
    • Is required to be disclosed by law or court order (provided that, where legally permissible, the receiving party gives prompt notice to the disclosing party to allow it to seek protective measures)
  • The obligations relating to trade secrets shall remain in force for as long as the information qualifies as a trade secret under applicable law, regardless of any termination or expiration of the Agreement.

18. SLA (Service Level Agreement)

  • Pacho will use commercially reasonable efforts to maintain a monthly uptime of 99.5% for the core Platform, excluding:
    • Scheduled maintenance windows
    • Circumstances described in Section 14 (Force Majeure)
    • Failures or outages in third-party PMS or external systems as described in Section 19
    • Issues caused by the Customer’s systems, network, or misuse
  • Support hours: Monday–Friday, 09:00–17:00 (EET/EEST), excluding Finnish public holidays.
  • Support response targets:
    • Critical issues (Platform down or severe degradation): initial response within 12 hours
    • Normal issues (functional bugs, UX issues, minor incidents): initial response within 48 hours
  • These response times are targets and not guarantees.
  • Where the Parties have expressly agreed in the Commercial Agreement or a separate SLA on service credits for SLA breaches, such service credits shall be the Customer’s sole and exclusive remedy for any failure to meet the SLA targets.

19. API & PMS Integrations

  • Pacho may provide integrations with third-party Property Management Systems (PMS), booking channels, and other external APIs to enable automated workflows.
  • The Customer acknowledges and agrees that:
    • Pacho is not liable for failures, outages, changes, or performance issues caused by external systems, PMS providers, or booking channels.
    • Integrations may be subject to rate limits, usage restrictions, or changes imposed by the external provider.
    • The Customer is responsible for maintaining the validity, configuration, and security of any API keys, PMS credentials, and connection settings.
    • Pacho may temporarily or permanently disable an integration if required for security, stability, commercial, or compliance reasons.

20. Acceptable Use Policy

  • The Customer agrees not to misuse the Platform. Prohibited activities include, but are not limited to:
    • Accessing or attempting to access systems, data, or accounts without authorization
    • Introducing malware, viruses, or other harmful code
    • Scraping, extracting, or harvesting data in ways not permitted by Pacho or applicable law
    • Reverse engineering, decompiling, or attempting to obtain the source code of the Platform, except where permitted by mandatory law
    • Interfering with or disrupting Platform performance or security
    • Using the Platform for any activity that is illegal, fraudulent, or infringes third-party rights
  • Pacho may monitor usage of the Platform to ensure compliance with this Acceptable Use Policy and may suspend or terminate access in case of violations.

21. Reference

  • The Customer agrees that Pacho may use the Customer as a reference in its marketing, promotional, and business development activities, including but not limited to case studies, customer stories, and testimonials, provided that such use does not disclose the Customer’s confidential information without prior written consent.
  • For this purpose, the Customer grants Pacho a non-exclusive, worldwide, royalty-free license to use the Customer’s name, logo, trademarks, and other relevant intellectual property rights to the extent necessary for reference purposes.

22. Entire Agreement, Severability and Assignment

  • These Terms, together with the Agreement and the Schedules thereof, form the entire agreement between Pacho and the Customer with respect to the subject matter.
  • Neither these Terms nor any rights or obligations hereunder may be assigned without the prior written consent of the other Party. However, Pacho may assign all or part of its rights and obligations under these Terms to an affiliate, successor, or in connection with a merger, acquisition, or sale of business, without the Customer’s prior consent.
  • If any provision of these Terms is held to be invalid or unenforceable, such provision shall be enforced to the maximum extent permissible, and the remaining provisions shall continue in full force and effect. The Terms shall instead be interpreted and enforced so as to give effect as closely as possible to their original intent.

23. Subcontractors

  • Pacho may use partners and other subcontractors to provide the Platform at its discretion.