What Zugrow offers

Zugrow offers one app and three host services you can buy on their own, without the app:

The Zugrow app: software that runs your short-term lets on Airbnb and Booking.com: free for one property on Solo, a subscription per property on Pro and Max. Invite only for now.
Expert Reviews: a one-off paid report on an Airbnb listing, with clear fixes.
Photo Enhancement: a one-off AI enhancement of your listing photos, paid per photo.
Digital Guidebook: a web guidebook for your guests, paid by subscription.

These terms are the agreement between you and Zugrow when you use our website, our app or any of our services. Please read them before you sign up, start a free trial or buy anything. If you are a consumer, nothing in these terms takes away the rights the law gives you.

The key points

Who we are. Zugrow is a trading name of Nebula Investments Ltd (section 1).
Paid plans renew automatically every month or year until you cancel. You can cancel at any time, and your plan keeps working until the end of the period you have paid for (sections 6 and 8).
Free trials need a card. When a trial ends we take the first payment automatically, unless you cancel before it ends (section 5).
Consumers can cancel within 14 days in the cases set out in section 9.
You stay in charge of your agents. You choose what each agent may do. You are responsible for your listings, prices, messages and decisions about guests, including what an agent does within the limits you set. AI can make mistakes (section 10).
Channels are run by other companies. Airbnb and Booking.com can change or end a connection, and we cannot promise that any channel or feature stays available (section 12).
Our responsibility to you is limited in the ways set out in section 19. We never limit our liability for death or personal injury caused by our negligence, or for fraud.
Your data. Section 15 explains how we handle your data and your guests' data, and what we keep after you leave.

1. Who we are and what these terms cover

1.1 Zugrow is a trading name of Nebula Investments Ltd, a company registered in England and Wales with company number 15190983. "We", "us" and "our" in these terms mean Nebula Investments Ltd.

1.2 Our business address is Hardman Sq, Hardman St, Manchester M3 3EB, United Kingdom. You can email us at hello@zugrow.com.

1.3 Zugrow is software for people who run short lets. These terms cover:

our website at zugrow.com;
the Zugrow app at app.zugrow.com and our phone app, including the Solo, Pro and Max plans;
the Digital Guidebook and guest guides at guides.zugrow.com;
our one-off services: the Free Listing Score, Expert Reviews and Photo Enhancement; and
any other free tool we offer, such as our browser extension.

1.4 These terms apply to you when you create an account, start a free trial, place an order or otherwise use our services. Before you buy, we show you some details, such as the price and any trial length. Those details also form part of our agreement with you.

1.5 You can save or print this page at any time. We may update these terms as explained in section 21.

2. Words we use

Account: your personal login to Zugrow.
Workspace: the space in the app that holds your properties, channel connections, guest messages and settings. Each workspace has one owner.
Owner: the person in charge of a workspace. Only the owner, signed in with their own personal login, can buy, change or cancel a paid plan or delete the workspace.
Teammate: a person the owner invites into a workspace.
Property: a rental you manage in Zugrow. An active property is one that is not hidden.
Channel: a booking platform such as Airbnb or Booking.com.
Channel connection: a link between your workspace and an account or property on a channel. Each Booking.com property ID counts as its own channel connection.
Agent: an AI assistant in the app that does one job, such as drafting replies to guests or suggesting prices.
Plan: the Solo, Pro or Max plan for the Zugrow app.
Expert Review: a one-off report on a listing, sold as the Pro Expert Review or the Max Expert Review. Expert Reviews are separate from the Pro and Max plans.
Guest: a person who books, or asks to book, one of your properties, or who uses your guide.
Payout account: the Stripe account you connect to Zugrow to receive money from guests for paid extras.
Consumer: an individual using our services wholly or mainly for purposes outside their trade, business, craft or profession. For example, someone who now and then lets a room in their home, or lets their own home while they are away, may well be a consumer.
Business customer: anyone who is not a consumer, such as a company, or a person who runs short lets as a business.

If you are an individual and you have not told us that you are buying for a business, we will treat you as a consumer.

3. Using Zugrow

3.1 You must be 18 or over to create an account or buy from us.

3.2 We are opening the Zugrow app to new hosts in stages. We may ask you to join a waitlist or use an invite code before you can sign up. Joining the waitlist does not create an account or a contract. We will email you when you can sign up.

3.3 We decide which plans are available to buy. A paid plan may be on general sale on our pricing page, or offered only to workspaces we invite to buy it.

3.4 Keep your login details safe and do not share your login. Tell us straight away at hello@zugrow.com if you think someone else has used your account. The owner is responsible for what teammates do in the workspace.

3.5 Paid plans are bought and managed on the web at app.zugrow.com. You cannot buy, change or cancel a plan in our phone app.

3.6 If you are a consumer, the parts of these terms marked for consumers also apply to you, and you have extra legal rights.

4. The Zugrow app plans

4.1 There are three plans. Paid plan prices are per active property, per month, in pounds sterling (GBP).

Solo: free

1 property
up to 2 channel connections
unified inbox, calendar and team access
0% booking commission
community support
the Inbox agent in Suggest mode only, with up to 10 suggestions a day and 100 a month. The monthly allowance is counted over a rolling 30 days in your own time zone, and starts again when a workspace moves onto Solo.
every other agent, and Auto mode for every agent, is switched off.

Pro: £19.95 per property per month, or £16.60 per property per month billed annually

unlimited properties
every agent we offer, with Auto mode where that agent has it
unlimited Inbox agent suggestions. There is no fixed number, but the fair use limits in section 11 still apply.
channel connections included, with 0% booking commission
team access and permissions
email support

Max: £24.95 per property per month, or £19.95 per property per month billed annually

everything in Pro
the Max extras listed on our pricing page when you subscribe. Today these are: a Digital Guidebook for every property, 20 Photo Enhancement credits a year, early access to new agents, priority support, and free onboarding and migration. Some of these are set up by our team rather than in the app, so email hello@zugrow.com and we will arrange them.

4.2 We may agree a higher Solo property limit for a particular workspace. If we do, we will confirm it to you in writing.

4.3 If you move to Solo with more channel connections than Solo allows, the ones you already have keep working, but you cannot add more.

4.4 We do not take a commission on your bookings. Channels charge their own fees under your agreement with them.

4.5 Features we describe as "coming soon" are not part of any plan until we launch them (see section 17.4).

5. Free trials

5.1 A paid plan may come with a free trial. We show you the trial length before you subscribe. For a plan on general sale, the trial is 14 days. A plan we invite you to buy may come with a different trial of up to 30 days, or no trial.

5.2 A free trial is only for a workspace's first paid subscription. If a workspace has had a paid subscription before, it starts paying straight away.

5.3 We take your card details when you start a trial. When the trial ends, your plan starts and we take the first payment from that card automatically, unless you cancel before the trial ends. The date your trial ends is shown in Billing in the app.

5.4 If you cancel before the trial ends, you will not be charged.

5.5 Solo has no trial because it is free. The Digital Guidebook trial is explained in section 13.4.

5.6 If you are a consumer, you also have the rights in section 9, including the right to cancel within 14 days after a trial turns into a paid plan.

6. Prices, billing and renewal for paid plans

6.1 Paid plans are subscriptions. You choose to pay monthly or yearly when you subscribe, and you always pay in advance.

6.2 You pay for each active property in your workspace. Hidden properties are not charged for. There is no base fee. Your first payment covers at least 1 property, even if you have not connected one yet. After that, your bill follows your property count.

6.3 If you add a property, we charge for it for the rest of your current month or year, on the next day. If you hide a property, it comes off your bill to the day, and the unused amount is credited against your future bills. We bill these changes at most once a day.

6.4 Your plan renews automatically at the end of each month or year, and we take payment from your card, until you cancel.

6.5 Payments are processed securely by Stripe.

6.6 Our prices are set in pounds sterling (GBP). Where our website shows a price in another currency, it is a guide only. You pay in the currency shown at checkout.

6.7 The price shown at checkout is the full price you pay. We do not add tax on top at checkout. You can add your business name, billing address and VAT number at checkout so they appear on your invoices.

6.8 Discount codes. We sometimes offer our own discount codes. Each code shows what it gives (a percentage off), how long it lasts, which plans it applies to and any limits, such as an end date, a limit on uses, first-time customers only or one workspace only. You enter a code in the app before you pay. Codes cannot be entered on the payment page. Once a discount is applied to your subscription, it lasts for the time stated when you applied it.

6.9 Changes to prices are covered in section 18.

6.10 Referral offer. If you refer another host to Zugrow and they take a paid plan, you both get a discount. This clause sets out how it works.

(a) What you both get. You and the host you refer each get 20% off for 3 months. Each further referral adds another 3 months, which start after the months you already have. Referral discounts are never stacked on the same bill.

(b) How the months are used. If you pay monthly, the discount comes off your next 3 monthly bills. If you pay yearly, the same value comes off your next yearly bill.

(c) When a referral counts. A referral is earned when the host you refer pays their first paid bill, after any free trial. We call this their qualifying bill.

(d) Limits. A referral never counts if you refer yourself or your own team. We check the card and the email address to make sure. We count at most 12 of your referrals in any 12 months.

(e) Other discounts. The referral discount does not combine with a discount code (see 6.8). If both could apply, we use whichever saves you more.

(f) When unused months run out. If your paid plan ends, any months you have not used run out 12 months later. If you start paying again before then, the clock stops.

(g) Refunds and disputes. If the qualifying bill of the host you referred is fully refunded, or its payment is disputed, you lose the months from that referral if you have not started using them. Once you have started using them, they run to the end.

(h) Changes to the offer. We may change or end the referral offer for new referrals. Months you have already earned are kept.

7. If a payment fails

7.1 If a payment fails, we email you and send you a notification in the app. Please update your card in Billing.

7.2 Our payment provider will try the payment again. Your plan keeps working fully while it does.

7.3 If the payment still has not gone through after the last try, your subscription either ends or stays open with money owed. Either way:

your agents stop;
until you renew, pay what you owe or move to Solo, the app only shows your Account pages (including Billing), Help and Connect; and
your calendars keep syncing in the background, your channel connections stay in place and nothing is deleted.

7.4 While money is owed, you cannot start a new plan or move to Solo. Once you have paid, everything switches back on.

8. Changing plan, cancelling and refunds for paid plans

8.1 Changing plan. To move between Pro and Max, email hello@zugrow.com. Before we make the change, we will confirm the new price and when it starts.

8.2 Cancelling. The owner can cancel at any time in Billing at app.zugrow.com. You can also email hello@zugrow.com from the owner's email address and we will cancel it for you. Your plan keeps working until the end of the month or year you have paid for. It then ends and you are not charged again.

8.3 Moving to Solo. If you are on a paid plan, cancel it first. When the paid period ends, you can move to Solo if your workspace fits within Solo's limits, or renew your plan.

8.4 When a paid plan ends. Your agents stop. Until you renew or move to Solo, the app only shows your Account pages (including Billing), Help and Connect. Your calendars keep syncing in the background, your channel connections stay in place and nothing is deleted. You can renew your last plan at any time (without a free trial).

8.5 Refunds. We do not refund the unused part of a month or year when you cancel. This includes annual plans: if you cancel part way through the year, your plan keeps working until the end of the year you paid for. This does not apply where these terms say otherwise: your rights as a consumer in section 9 (including the 14 days after a trial turns into a paid plan or an annual plan renews), and sections 15.4(e), 17.3, 17.5, 20.4, 21.2 and 24.1.

8.6 Deleting your workspace does not cancel your plan. Please cancel your paid plan in Billing before you delete your workspace. If you delete your workspace without cancelling, tell us at hello@zugrow.com and we will cancel the plan and refund every payment taken after the day you deleted it.

9. Your right to cancel if you are a consumer

9.1 If you are a consumer, you can change your mind and cancel within 14 days. For a subscription, the 14 days start the day after you subscribe or start a free trial. For a one-off order, they start the day after you place it.

9.2 To cancel, email hello@zugrow.com with your name, the email address you used and what you want to cancel. You can also cancel a paid plan in Billing, or a Digital Guidebook in your host account. Any clear message telling us you want to cancel is enough.

9.3 If you cancel during a free trial, you pay nothing.

9.4 Subscriptions that start straight away. If your paid plan or Digital Guidebook started without a free trial and you cancel within the 14 days:

if you expressly asked us to start straight away, we refund what you paid, less a fair amount for the time you had the service before you told us you were cancelling;
if you did not expressly ask us to start straight away, we refund you in full.

9.5 One-off orders (Expert Reviews and Photo Enhancement). You lose the right to cancel once we have delivered your order only if, before we started, you expressly asked us to start straight away and confirmed that you understood you would then lose your right to cancel. If you did not do both, you can cancel within the 14 days and we will refund you in full, even if we have already delivered.

9.6 After a trial or an annual renewal. If you are a consumer, you can also cancel within 14 days after a free trial turns into a paid plan, and within 14 days after an annual plan or an annual Digital Guidebook renews. We will refund the part of that payment that covers the time after you cancel.

9.7 We will refund you within 14 days of you telling us, using the payment method you used.

9.8 These rights are on top of the 14-day money-back guarantee for Expert Reviews in section 13.2. If you are a business customer, this section does not apply to you.

10. AI agents

10.1 Agents help you run your lettings, for example by drafting replies to guests, vetting booking requests, keeping your calendars in step and suggesting nightly prices. You can see each agent and its settings in the app.

10.2 Each agent can be set to:

Off: the agent does nothing.
Suggest: the agent drafts and you approve. Nothing is sent or changed until you approve it.
Auto: the agent acts within the limits you set.

Not every agent has Auto, and Auto is not available on Solo. If you switch an agent off and on again, it comes back in Suggest.

10.3 Examples of the limits that apply in Auto:

the Inbox agent only sends replies on a set list of everyday topics. It holds back messages about money, dates, changes to a booking and complaints for you to deal with;
the Pricing agent never sets a price below your floor price, and any change to your floor price always waits for you;
automatic declines by the Guest Vetting agent stay off until you turn them on;
booked nights are always closed on your other channels, and in Auto the calendar agent also reopens nights freed by a cancellation.

10.4 Messages that agents send go to guests through the channel, in your name and written in your voice. Guests will see them as coming from you. Guest messages are translated into your language so you can read them, subject to the fair use limits in section 11.

10.5 You stay in charge. You choose which agents are on, which mode each one uses and the limits it works within. You are responsible for your listings, your prices and the messages sent from your account, and for decisions about guests, such as accepting or declining a booking. That includes what an agent does in Auto and every draft you approve in Suggest. Please check your settings and review what your agents do regularly.

10.6 AI can make mistakes. An agent can misunderstand a message, get a fact wrong or suggest something that does not suit you. Check drafts before you approve them, and do not rely on an agent for legal, safety or emergency matters. You must always handle guest emergencies yourself.

10.7 Treat guests fairly. You must not set rules that make an agent treat guests unlawfully, for example by discriminating against them. If you let an agent decline guests automatically, you are responsible for giving guests a way to ask you to look at the decision again.

10.8 Our part. We will provide agents with reasonable care and skill and build them to follow the limits you set. If an agent acts outside your limits because of a fault in our service, we are responsible as set out in section 19.

11. Fair use

11.1 To keep Zugrow fast and fair for everyone, each workspace has a daily limit on how much AI work it can use, and a limit of 30 AI requests a minute. The daily limit is the same for every workspace, whatever its number of properties.

11.2 If your workspace reaches a limit, its agents pause and guest messages may not be translated until the limit resets. Guest messages still reach you. The daily limit resets at midnight in your workspace's time zone. The per-minute limit clears within a minute. Recommendations already made still show.

11.3 "Unlimited" suggestions on Pro and Max means there is no fixed number of suggestions. These fair use limits still apply.

11.4 We may change these limits to protect the service. A change will not reduce the Solo allowances in section 4.1.

12. Channel connections

12.1 Zugrow connects to Airbnb and Booking.com through our certified channel management partner.

12.2 You have your own agreement with each channel and must follow its terms and rules. To connect Booking.com, you choose the connectivity provider we name in the app in your Booking.com extranet, and accept the agreement Booking.com shows you. To connect Airbnb, you approve the connection on Airbnb's own screens. We are not a party to your agreements with the channels.

12.3 We are not owned by, endorsed by or acting for Airbnb, Booking.com or any other channel.

12.4 The channels and our partner can change, limit, pause or end a connection or a feature at any time. This can affect what Zugrow can do for you. We cannot promise that any channel or feature will stay available.

12.5 Bookings, availability, prices and messages usually pass between Zugrow and the channels quickly, but they can be delayed or fail. Check your channels directly if something looks wrong, especially at busy times.

12.6 If a channel account needs to move from one workspace to another, we may pause its existing connection to make the move.

13. One-off services, the Digital Guidebook and guest guides

13.1 Free Listing Score. Free, with no account and no card needed. Paste a listing link and your score shows in under 60 seconds. To get your full report by email, you give us your email address. Each listing can get up to 3 free scores in any 24 hours. The score is automated guidance only.

13.2 Expert Reviews. These are one-off reports on one listing. They are not the Pro and Max plans.

How reports are made. Each report is written by our AI from your listing. Our team aims to check every report before it is sent. If a report has not been checked by its delivery time, we send it to you automatically so that it reaches you on time.

Pro Expert Review, £14: an assessment of your listing, a PDF report, a title rewritten for search, a rewritten and structured description, fixes for conversion and lost revenue, and a 7-day action plan. Delivered within 4 hours of your order.
Max Expert Review, £24: everything in the Pro Expert Review, plus a Digital Guidebook for the listing, enhancement of your top 5 photos, pricing guidance, a comparison with competitors, local benchmarks and a follow-up mini audit after 30 days. Delivered within 16 hours of your order.

Reports are emailed to you as a PDF with a download link. We keep the stored copy for 90 days, so please save your own copy. If your report has not arrived on time, email hello@zugrow.com and you can choose to wait for it or have a full refund.

14-day money-back guarantee. If your Expert Review does not deliver clear, actionable improvements to your listing, email hello@zugrow.com within 14 days of receiving your report and we will refund you in full. After 14 days this guarantee ends, but your legal rights are not affected. If you think your report has a genuine error, tell us at any time and we will look into it and put it right.

Expert Reviews are guidance. We do not promise any particular number of bookings, revenue or search ranking.

13.3 Photo Enhancement.

You pay per photo, once. There is no subscription. Photos 1 to 10 cost 99p each, 11 to 20 cost 75p each, 21 to 30 cost 55p each, 31 to 40 cost 49p each, and 41 onwards cost 47p each. Each rate applies only to the photos in that band, so 20 photos cost £17.40. You can order up to 100 photos at a time.
You can add photos from your Airbnb listing link, or upload your own photos. You must own the photos you upload or have permission to use them.
Most orders are ready in 5 to 10 minutes. Orders of 50 or more photos can take 10 to 15 minutes. You can watch the progress on screen.
We correct lighting, colour, exposure, sharpness and perspective, and can reduce small clutter such as cables or toiletries. We do not add objects, remove furniture or change the layout of a room. You are responsible for making sure the photos you publish fairly show your property and follow each channel's photo rules.
If you are not happy with a photo, select it and we will redo it at no extra charge. Each order includes up to 400 enhancement runs in total, counting the first run of every photo.
If we cannot enhance a photo, we automatically refund its share of the price. If the whole order fails, email hello@zugrow.com with your order ID and we will refund you in full within one working day.

13.4 Digital Guidebook.

The Digital Guidebook is a subscription for one property. Each property needs its own guidebook.
It costs £2.95 a month billed annually (£35.40 a year), or £3.25 a month billed monthly. You choose when you sign up.
It comes with a 14-day free trial. We take your card details when you start, and take the first payment automatically when the trial ends unless you cancel before then.
It renews automatically each month or year until you cancel.
We build your guide from your Airbnb listing link in about 2 to 3 minutes. After checkout you create your host account, where you manage your guide and your subscription.
You can cancel at any time in your host account. Your guide stays live until the end of the current paid or trial period. It is then paused, not deleted. You can undo a cancellation before the period ends.
We do not refund the unused part of a month or year when you cancel, except under your rights as a consumer in section 9 (including the 14 days after a trial turns into a paid subscription or an annual subscription renews).
Guidebooks bought under our earlier one-off price of £9 stay live with no further payment.

13.5 Guest guides and paid extras.

Guests view your guide at guides.zugrow.com.
To offer guests paid extras through your guide, you connect a payout account. Guests pay through our payment account, and their card statement may show Zugrow. We pass each payment to your payout account, less our fee of 1% of the amount paid. The fee also applies to tips.
You provide the extras to your guests. You are responsible for what you offer, your prices, the information in your guide (including anything we generate for you, so please check it is accurate), and for refunds, disputes and chargebacks on your extras. If we have to pay a refund, dispute or chargeback on one of your extras, you allow us to recover that amount from you or from your payout account.

14. Acceptable use

14.1 You must not:

use Zugrow for anything unlawful, or to harass, mislead or unlawfully discriminate against guests;
connect channel accounts or manage properties you do not own or are not authorised to manage;
break the terms or rules of Airbnb, Booking.com or any channel you connect;
upload photos or other content you do not own or have permission to use, or content that misleads guests about your property;
try to get around plan limits, fair use limits or our security, or try to access another workspace;
copy, scrape, reverse engineer or overload our services, or send automated or bulk requests without our written agreement;
resell, republish or share our reports or services commercially without our written agreement; or
use our services to build a competing product.

14.2 You are responsible for following the laws and rules that apply to your lettings, such as licensing, safety, tax and planning rules.

15. Your content and data

15.1 Your content stays yours. This includes your listing details, photos, messages, guide content and settings.

15.2 You allow us to use your content to provide, secure and support our services for you, for the purposes in sections 15.5 to 15.7, and as described in our Privacy Policy. This permission ends when your content is deleted, apart from what section 15.9 says we keep.

15.3 Our Privacy Policy (https://zugrow.com/privacy) explains how we use personal data. Our Cookie Policy (https://zugrow.com/cookies) explains how we use cookies.

15.4 Your guests' personal data. When we handle your guests' personal data to provide our services to you, you are the controller and we are your processor. This covers guest data in the app and in your guides at guides.zugrow.com, such as guest assistant chats and requests for extras. The terms in this section apply to that data. Section 15.5 is one of your instructions to us. Sections 15.6 and 15.7 describe uses you authorise, which we carry out for our own purposes as a controller. For paid extras, we also keep payment records for our own legal, accounting and fraud prevention duties.

(a) What we process and why. Guests' names, contact and booking details we receive from channels or through your guide, messages between you and guests (including photos), notes and decisions about booking requests, guest assistant chats, requests for extras and, if you use them, guest ID check results and security deposit records. The people concerned are your guests and anyone who contacts you through a channel or your guide. We process this data to provide our services: storing and organising it, syncing it with channels, translating it, drafting and sending messages, vetting booking requests and showing it to you and your teammates, including in notifications on your devices. We do this for as long as you use our services, and until the data is deleted under (j).

(b) Your instructions. We only process this data on your documented instructions, which are these terms and the settings you choose, including for transfers outside the UK. If the law requires us to do anything else, we will tell you first, unless the law forbids that. We will tell you if we think an instruction breaks data protection law.

(d) Security. We use appropriate technical and organisational measures to keep it secure.

(e) Other companies that help us. You agree that we may use other companies to help us process the data. Our Privacy Policy lists them and where they are. We will tell you at least 30 days before we add or replace one, and you can object. If we cannot meet a reasonable objection, you can end your paid plan or subscription and we will refund any payment for time after it ends. We put the same data protection duties on each of them in writing, and we remain responsible to you for them.

(f) Transfers outside the UK. Some of these companies are based outside the UK. We only transfer the data outside the UK with the safeguards UK data protection law requires.

(g) Helping you. We will help you respond to guests who ask to see, correct or erase their data, and help you meet your duties on security, reporting breaches, data protection impact assessments and consulting the Information Commission (the ICO), taking into account the information we have.

(h) Breaches. We will tell you without undue delay after we become aware of a personal data breach affecting your guests' data, and give you the information you need.

(i) Records and audits. We will give you the information you need to show that we meet these duties, and allow and contribute to audits, including inspections, by you or an auditor you appoint, on reasonable notice.

(j) At the end. When you delete your workspace, we delete the guest data held in its records. Images stored with your messages are kept in separate file storage and are not yet deleted automatically, so please ask us and we will delete them. If you would like a copy first, ask us before you delete and we will send it to you.

You are responsible for having a lawful basis for giving us your guests' data and for telling your guests how you use it, including that you use Zugrow and AI tools to help run your lettings.

15.5 Testing and improving our agents. You instruct us to keep a copy of what the Guest Vetting agent and the Inbox agent are given and what they produce for your bookings, so that we can test new AI models and improve our agents on real work. Before a copy is kept, door codes, key box codes and wifi passwords are replaced, guest photo links are removed and references to other guests are taken out. If that cannot be done safely, nothing is kept. Copies are deleted after 120 days, unless we keep one in a named test set, in which case we keep it until we remove it. All copies from your workspace are deleted when you delete your workspace, and a guest's copies are deleted when we erase that guest's data. Copies are never shown to other hosts.

15.6 Published statistics. We combine figures from all workspaces into statistics about short lets and about how Zugrow is used. Examples are typical reply times to guests, typical length of stay, cancellation rates, how often booking requests are recommended for accepting or declining, and problems raised during stays. We may publish them, for example in our research posts. We only publish a figure when at least 5 hosts and enough bookings or messages contribute to it. The statistics never contain anything that names or identifies a workspace, property, booking or guest, or any guest's words. We keep them after you leave or delete your workspace.

15.7 Market data. We use the bookings, earnings, prices and availability of the listings in Zugrow, not your guests' personal details, to build market data. We decide how market data is used, as a controller. There are two kinds:

Listing history: a monthly and night by night record of each listing, stored under a coded reference instead of your name or address. While you are with us, we hold the information that could link it back to your workspace. Listing history is never shown to anyone else and is only used to build area figures.
Area figures: combined figures for an area, such as occupancy, prices and demand. We only produce them when enough hosts and listings contribute that no single host or listing can be picked out. We use them in our services, for example to power pricing suggestions and market benchmarks, and we may publish them or share them with others.

We keep both kinds indefinitely, including after you leave or delete your workspace. Because a listing's nightly prices can be seen on public channel calendars, we treat listing history as personal data where it relates to an individual host, and we keep it secure. Our Privacy Policy explains your rights over it.

15.8 Getting a copy of your data. There is no download button in the app. Email hello@zugrow.com and we will send you a copy of your workspace data within one month.

15.9 Deleting your workspace. The owner can permanently delete the whole workspace in the app. This removes the records linked to your workspace, including your guests' data, and signs out and deletes every login in it. Images stored with messages and help chats are deleted when you ask us. It cannot be undone. A teammate can delete their own login, and their name in the workspace's history is then replaced with "Former team member". After a workspace is deleted we still keep:

market data (section 15.7) and published statistics (section 15.6); and
payment and invoice records held by our payment provider, which must be kept for tax and accounting.

Please cancel any paid plan first (section 8.6).

15.10 When a paid plan ends, we keep your workspace and data so that you can come back (section 8.4).

16. Intellectual property

16.1 We own Zugrow, including our software, website, app, agents, report templates, designs and brand. Under these terms, we give you a personal, non-transferable right to use our services for your own lettings while your account is active.

16.2 You may use the text our agents write for you, the titles and descriptions in your Expert Review, and your enhanced photos on your own listings and guides as you see fit. Reports themselves are for your own use. You may not republish or resell them.

16.3 If you send us feedback or ideas, we may use them without owing you anything.

17. Availability and changes to the service

17.1 We will provide our services with reasonable care and skill.

17.2 We work to keep Zugrow running smoothly, but we cannot promise it will always be available or free from errors. We may need to pause it for maintenance, and it relies on others, such as the channels, our channel management partner and our payment, hosting and email providers.

17.3 We keep improving Zugrow and may change or remove features. If a change significantly reduces the main features of a paid plan or subscription you have already paid for, we will tell you before it happens and you can cancel. If you do, we will refund the part of your payment that covers the time after the change.

17.4 Coming soon. Features we describe as coming soon, such as deposits, guest ID checks, a direct booking website and owner statements, are not part of any plan and we do not promise them. When we launch them, they may only be included in some plans. Guest ID checks and deposits are planned for Max only.

17.5 If we stop offering a paid plan or subscription altogether, we will give you at least 30 days' notice and refund any payment for time after it ends.

18. Changes to prices

18.1 The price of a one-off order is fixed when you place it.

18.2 We may change the price of a paid plan or the Digital Guidebook. We will email you at least 30 days before a new price applies to you. The new price starts from your next billing date after that notice, which for an annual plan is your next renewal. If you do not want to pay the new price, you can cancel before it starts and you will not be charged it.

18.3 If we ever decide to charge for Solo, we will give you at least 30 days' notice. We will never move you onto a paid plan without your agreement.

19. Our responsibility to you

19.1 What we never limit. Nothing in these terms limits or excludes our liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation; or
anything else the law does not allow us to limit or exclude.

If you are a consumer, nothing in these terms affects your legal rights, including your right to services provided with reasonable care and skill and to digital content that is as described, fit for purpose and of satisfactory quality.

19.2 If you are a consumer. If we break these terms or fail to use reasonable care and skill, we are responsible for loss or damage you suffer that is a foreseeable result. We are not responsible for loss or damage that is not foreseeable. If you use our services for a business, such as letting property as a business, we are not responsible for loss of profit, loss of business, loss of bookings, business interruption or loss of business opportunity.

19.3 If you are a business customer.

We are not liable, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for loss of profits, revenue or bookings, loss of business or goodwill, loss of anticipated savings, or any indirect or consequential loss.
Our total liability to you for all claims arising out of or in connection with these terms, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the greater of £100 and the total fees you paid us in the 12 months before the event that gave rise to the claim.
The promises in these terms replace all terms implied by law, as far as the law allows. This does not affect our promise in section 17.1 to provide our services with reasonable care and skill.

19.4 What we are not responsible for. We are not responsible for loss caused by:

the actions or decisions of Airbnb, Booking.com or any other channel;
what your guests do;
settings you choose, prices you set or approve, or messages and decisions you approve or let an agent make within the limits you set; or
events outside our reasonable control.

This does not limit our responsibility for loss caused by our own failure to use reasonable care and skill.

19.5 We do not promise any particular result, such as more bookings, higher revenue or a better search ranking.

19.6 If an event outside our reasonable control affects our services, we will tell you as soon as we can and do what we reasonably can to reduce the effect.

19.7 Claims against us caused by a business customer. If you are a business customer, you will cover the reasonable losses, costs and expenses (including reasonable legal fees) we have to pay because of a claim or action by someone else, such as a guest, a channel or a regulator, to the extent it is caused by:

your content, settings or instructions;
your breach of these terms or of a channel's rules;
your unlawful treatment of a guest; or
your not having a lawful basis for giving us your guests' data.

This does not apply to the extent the loss was caused by our own breach of these terms or our negligence. We will tell you promptly about any such claim and let you take part in how it is handled.

20. Suspending or ending your account

20.1 You can stop at any time. You can cancel a paid plan (section 8), cancel a Digital Guidebook (section 13.4) or delete your workspace (section 15.9).

20.2 When we may suspend or end your account. We may suspend or limit your access, switch off agents, pause a channel connection or end your account if:

you do not pay what you owe;
you seriously or repeatedly break these terms;
we reasonably suspect fraud, misuse or a risk to guests, channels, other users or our systems;
a channel or our channel management partner requires us to; or
the law requires us to.

20.3 Where it is reasonable, we will tell you first, explain why and give you a fair chance to put things right. If the problem is serious or urgent we may act straight away, and we will then tell you why as soon as we can.

20.4 If we end your paid plan or subscription for a reason that is not your fault, we will refund any payment for time after it ends. If we end it because you seriously broke these terms, we will refund any payment for time after it ends, less any reasonable costs we have because of the breach.

20.5 We may stop offering a free tool, such as the Free Listing Score, at any time.

21. Changes to these terms

21.1 We may update these terms when there is a good reason, for example a change in the law, a new or changed service, a change to our prices or security, or to make them clearer.

21.2 If a change matters to you and you have a paid plan or subscription, we will email you at least 30 days before it applies. If you do not agree, you can cancel before it applies. If you are a consumer and the change is to your disadvantage, we will refund the part of any payment that covers the time after you cancel.

21.3 Small changes, such as fixing typos or making wording clearer, will be posted on this page with a new "Last updated" date.

21.4 A one-off order is covered by the terms in place when you placed it.

22. Complaints

If you are unhappy with anything we have done, email hello@zugrow.com and tell us what happened. We will look into it and reply with the outcome. When we do, we will also tell you whether any alternative dispute resolution service is available.

23. Law and courts

23.1 These terms are governed by the law of England and Wales.

23.2 If you are a business customer, the courts of England and Wales have exclusive jurisdiction.

23.3 If you are a consumer, you can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts, and you keep the protection of the law where you live.

24. General

24.1 We may transfer our rights and duties under these terms to another organisation. We will tell you if we do. If you are a consumer and unhappy with the transfer, you can cancel and we will refund any payment for time after you cancel.

24.2 You may only transfer your rights or duties under these terms with our written agreement.

24.3 Only you and we have rights under these terms. Nobody else can enforce them.

24.4 If a court decides that part of these terms cannot be enforced, the rest still applies.

24.5 If we do not enforce a right straight away, we can still enforce it later.

24.6 If you are a business customer, these terms and anything we confirm to you in writing are the whole agreement between us about our services.

25. Contact us

Nebula Investments Ltd, trading as Zugrow
Registered in England and Wales, company number 15190983
Business address: Hardman Sq, Hardman St, Manchester M3 3EB, United Kingdom
Email: hello@zugrow.com

Terms of Service