Terms and Conditions

1. Who we are

DGME HotelPay is a service of DGME, Karel van Egmondstraat 133, 5913 CM Venlo, the Netherlands (“DGME”, “we”, “us”).

These terms apply to every hotel that uses DGME HotelPay (“you”). They form the contract between you and DGME from the moment you connect your property or start using the service, whichever comes first.

2. Words we use

• Service: DGME HotelPay, including the hotel dashboard, the scan page, our APIs and the integrations with connected systems.
• Guest: a person staying at your hotel.
• Connected system: a third-party system the service works with, such as your property management system (PMS) or point of sale (POS).
• Room charge: an amount the service posts to a guest’s bill (folio) in your PMS.
• Enabled room: a room you have switched on for room charging in the dashboard.

3. What the service does

An NFC reader on your POS reads the identifier of a guest’s room key. We match it to the room and the guest’s current stay in your PMS, then post the room charge to that guest’s folio.

We only post a room charge when all of these are true:

• the room key is known to us and active;
• the room is enabled;
• a guest is checked in to that room;
• your subscription is active.

If any check fails, the POS gets a refusal and nothing is posted. A repeated tap for the same order never creates a second charge.

We keep improving the service and may change it over time. If a change significantly reduces what the service does for you, we tell you by email at least 30 days in advance, and you may cancel before it takes effect.

4. We are not a payment provider

We do not process card payments, hold money or move funds, and we never see payment card data. A room charge is an entry on the guest’s folio in your PMS, nothing more.

Collecting payment from your guests, refunds, corrections and disputes about a bill stay between you and your guest, handled in your PMS as you do today. You also remain responsible for your own credit policy, for example which guests may charge to their room.

5. Your account and access

To start, you connect your PMS with the credentials your PMS provider issues, choose where room charges are posted, and enable the rooms you want live.

You create the user accounts for your staff and decide their roles. Keep passwords, API keys and POS logins confidential. You are responsible for what happens under your accounts. If you suspect misuse, tell us right away at support@dgme-hotelpay.com.

Keep your company, billing and contact details up to date.

6. Connected systems

The service works with third-party systems such as Mews, Van Eijsink (DISH POS by booq) and Shiji. You need your own agreement with each provider, and their terms apply to their systems.

We are not responsible for outages, changes or errors in connected systems, or for the data they give us. For example, if a room is set up incorrectly in your PMS, a charge can end up on the wrong folio.

If a provider changes or withdraws its API, we do our best to keep the integration working but cannot guarantee it. If an integration you rely on stops being available, we tell you as soon as we can and you may cancel straight away.

7. NFC readers and room keys

Each POS needs one NFC reader, which we supply for €49 per reader, excluding VAT, as a one-time purchase. The reader becomes yours once it is paid for.

If a reader we supplied does not work on arrival, tell us within 14 days and we replace it free of charge. After that, the manufacturer’s warranty applies.

The service works with the RFID room keys your hotel already issues. Your key system, your key encoders and the keys themselves stay your responsibility.

8. Prices and payment

The subscription costs €2 per enabled room per month, excluding VAT. You pay for the rooms you enable, not for every room in your PMS. Enabling a room adds it to your bill and disabling it takes it off. Changes during a billing month may be charged or credited pro rata. There are no transaction fees.

Hotels that subscribe at our introductory price keep that price for as long as their subscription continues without interruption. For other price changes we give at least 60 days’ notice by email, and you may cancel before the new price applies.

We bill monthly in advance, through automatic payment with our payment provider or by invoice. Invoices are payable within 14 days of the invoice date. VAT is charged as the law requires.

If a payment fails or an invoice is overdue, we let you know. If it is still unpaid 14 days later, we may pause room charging until it is paid. Statutory commercial interest applies to overdue amounts.

9. Term, cancellation and suspension

Your subscription runs month to month until it is cancelled. You can cancel at any time by emailing support@dgme-hotelpay.com. Cancellation takes effect at the end of the current billing month. We do not refund partial months.

We may end the agreement with 60 days’ notice by email.

We may suspend or end the service straight away if:

• you seriously breach these terms and do not fix it within 14 days of our notice;
• you use the service in a way that endangers its security or other hotels;
• you are declared bankrupt or granted a suspension of payments.

When the agreement ends, room charging stops. Within 30 days you can ask us for an export of your data. After that we delete it, except what the law requires us to keep, such as invoices.

10. Your data and privacy

For the personal data of your guests and staff that the service handles for you, you are the controller and DGME is your processor under the GDPR. This section is our data processing agreement. If you need a separately signed version, contact us.

What we process, and why

• Guests: name as held in your PMS, room number, stay dates and status, room-key identifiers, and the amount and reference of each room charge. We never receive payment card data.
• Your staff: name, email address, role, and records of logins and actions in the dashboard.

We use this data only to provide the service to you: matching room keys to stays, posting charges, showing your transactions, support, and keeping the service secure. We act only on your documented instructions, which are these terms and the way you configure the service.

How we protect it

• Data is hosted in the EU, in Frankfurt, Germany.
• Every connection is encrypted (HTTPS/TLS).
• Room-key identifiers are hashed as soon as they arrive. They are never stored or logged in readable form, and the dashboard shows only the last four characters.
• Credentials for your connected systems are encrypted at rest.
• Each hotel’s data is kept separate from every other hotel’s, both in the application and in the database.
• Access is role based, and logins and credential changes are written to an audit log.
• Everyone at DGME with access to personal data is bound to confidentiality.

Sub-processors

We use a small number of sub-processors, for hosting, error monitoring, email delivery and payment processing. The current list is available on request. We tell you before we add or replace one, and you may object. Where a sub-processor is outside the European Economic Area, we use appropriate safeguards such as the EU Standard Contractual Clauses.

Our commitments to you

• We tell you without undue delay, and at the latest within 48 hours, after we become aware of a personal data breach that affects your data.
• We help you answer requests from guests or staff who exercise their privacy rights, and with data protection impact assessments where needed.
• We give you the information you need to show compliance. You may have an audit done, at your own cost, with reasonable notice and at most once a year.
• When the agreement ends, we delete your data as described under Term, cancellation and suspension.

You remain responsible for telling your guests, in your own privacy notice, that they can pay with their room key and how their data is used.

The contact and billing details of your staff that we use to run our own business, such as invoicing, we process as controller, in line with the GDPR.

11. Acceptable use

Use the service only for room charges at outlets you operate or authorise, for your own guests. Do not:

• try to access another hotel’s data;
• probe, scan or test the security of the service without our written permission;
• copy, resell or reverse engineer the service;
• overload the service or work around its limits;
• share your API keys or POS logins with anyone outside your organisation;
• use the service for anything unlawful.

12. Availability and support

We work hard to keep the service available, but we cannot promise it will never be interrupted. Where possible we plan maintenance outside busy hours and announce it in advance if it may affect room charging.

If a posting to your PMS fails, we retry it automatically and show it on your dashboard. Check the dashboard before you post a charge by hand, so it is not posted twice. Make sure your staff have a fallback, such as posting the charge manually in your PMS.

Support is available by email at support@dgme-hotelpay.com on Dutch business days. Answers to common questions are on our support page.

13. Intellectual property

We own the service, its software, documentation and branding. While your subscription runs, you may use the service for your hotel. This right is non-exclusive and cannot be transferred.

You own your data. You allow us to use it only to provide the service to you. If you send us suggestions, we may use them freely.

14. Liability

We are liable only for direct damage caused by a failure we can be held responsible for. Our total liability is limited to the fees you paid us in the 12 months before the event that caused the damage.

We are not liable for indirect damage, such as lost revenue or profit, unpaid guest bills, missed charges or damage to reputation, or for damage caused by connected systems.

These limits do not apply to damage caused by intent or deliberate recklessness of DGME’s management.

We are not responsible for failures caused by events outside our reasonable control, including outages of connected systems, hosting providers, the internet or power supply.

Claims from your guests about charges, prices or bills are yours to handle, and you hold us harmless against them unless they are caused by our own failure.

15. Confidentiality

Both of us keep the other’s non-public information confidential, such as credentials, pricing and technical details, and use it only for this agreement. This continues after the agreement ends.

16. Changes to these terms

We may update these terms. For changes that matter to you, we email you at least 30 days before they take effect, and you may cancel before then. The current version is always on this page, with the date it was last updated.

17. Law and disputes

Dutch law applies to these terms. Disputes go to the competent court in the district of Limburg, the Netherlands.

Your own general terms and conditions do not apply. Anything we agree on top of these terms only counts if it is in writing. If part of these terms turns out to be invalid, the rest still applies.

18. Contact

• Support: support@dgme-hotelpay.com
• Sales and pricing: sales@dgme-hotelpay.com
• Technical questions: tech@dgme-hotelpay.com

DGME, Karel van Egmondstraat 133, 5913 CM Venlo, the Netherlands