Terms of Service

These terms govern the use of the Bookmatrix.com platform (PMS, channel manager, booking engine, e-invoicing and related services) by hospitality businesses. They include the Data Processing Agreement (§13) for your guests’ data.

1. Provider

The service is provided by SDR I.K.E. (Private Company) (“we”, “Bookmatrix.com”), VAT EL802525705, General Commercial Registry (GEMI) 178012948000, registered at Agias Paraskevis 11, Paralia Katerinis, 60150 Pieria, Greece. Contact: +30 2351 151525, info@bookmatrix.com.

2. Definitions

• Customer: the business or professional that creates an account for one or more properties.
• Service: the Bookmatrix.com platform and the features included in the Customer’s plan.
• Customer Data: everything the Customer enters or the Service receives on its behalf (reservations, guests, rates, tax documents, etc.).
• Users: the people the Customer gives access to its account.

3. Acceptance — business customers only

By creating an account, starting the free demo or starting a subscription you accept these terms. The Service is intended exclusively for businesses and professionals (B2B). Consumer protection rules, such as the right of withdrawal for distance contracts, do not apply. Anyone accepting these terms on behalf of a business confirms they are authorised to bind it.

4. Account and security

• The details you provide must be true and kept up to date.
• You are responsible for your passwords and for everything your Users do. Tell us immediately if you suspect unauthorised access.
• We recommend turning on the two-factor authentication (2FA) the Service offers.

5. Free demo

• The demo lasts 14 days, is free and needs no card. It is a real account with your own rooms and rates.
• During the demo the following are not enabled: channel connections (Booking.com, Airbnb, etc.), myDATA document issuing, the website, the public booking engine and the email manager. Reservations you enter in the demo are not sent anywhere.
• When the demo ends the account becomes read-only. If no subscription starts, the account and its data are deleted 90 days after the demo ends.
• We may contact you by phone or email during the demo to help you.

6. Plans, prices and VAT

• Plans and prices are shown on the pricing page and when you start your subscription. Prices are net; 24% VAT (or the rate in force) is added.
• Subscriptions are billed yearly, in advance, per property (and, where applicable, per room / unit).
• One-time onboarding fees and the e-invoicing activation fee are charged once and are non-refundable.
• We may change prices with effect from your next renewal, telling you at least 30 days in advance.

7. Payment

• Payment is by card through Stripe or Viva.com, or by bank transfer where agreed. The subscription renews automatically every year unless you cancel before the renewal.
• If a payment fails we will let you know. If it is not settled within 14 days we may limit the Service to read-only until it is paid.

8. Cancellation — no refunds

• You can cancel any service or the whole subscription from the “Subscription” page or by email. The service stays active until the end of the paid period and does not renew.
• No refunds are given for the remainder of a paid period or for one-time fees.
• Upgrades (for example from BookMatrix to PRO, or adding a service) are charged pro rata for the rest of the period.
• We may end the agreement with 30 days’ notice, or immediately for a serious breach (for example fraud, abuse or non-payment). If we end it through no fault of yours, we refund the pro-rata amount for the remaining time.

9. Channels, tax authority and third-party services

• The Service connects to third parties (Booking.com, Airbnb and other channels through Channex, the Greek tax authority AADE / myDATA through Viva Fiscal or directly, payment gateways, etc.). They operate under their own terms, which you accept when you connect your account.
• We transmit what you set up. You are responsible for the accuracy of rates, availability, policies and content, and for your tax and legal obligations (for example issuing documents, the climate resilience fee, short-term rental declarations).
• We are not liable for outages, delays or errors caused by third parties (for example AADE or a channel being unavailable). In such cases we do what is reasonable to restore operation.

10. Acceptable use

You may not: use the Service for unlawful purposes or to send unsolicited messages; try to bypass its security or access other customers’ data; scrape it or put excessive load on it; copy, resell or decompile the software; enter personal data without a lawful basis.

11. Availability and support

• We make every reasonable effort to keep the Service available, but we do not guarantee uninterrupted operation. Planned maintenance is done at low-traffic hours where possible.
• Support is provided in Greek and English by ticket / email and, depending on the plan, by phone.
• We may improve and change features. We will not remove an essential feature of your plan during a paid period without an equivalent alternative.

12. Your data, export and deletion

• Customer Data belongs to you. We use it only to provide the Service, as described in §13.
• After the agreement ends you may request an export of your data (for example reservations, guests, documents) within 30 days.
• All Customer Data is deleted within 6 months of the end of the agreement, except what must be kept by law (for example our own invoices to you, for at least 5 years).

13. Data Processing Agreement (GDPR Article 28)

For the personal data of your guests, partners and staff that we process through the Service, you are the controller and we are the processor. This section is our agreement under Article 28 of Regulation (EU) 2016/679 (GDPR).

13.1 Subject, duration, nature and purpose

Processing needed to provide the Service (reservation and availability management, guest communication, payments, issuing and transmitting tax documents, declarations to public authorities, smart locks, AI assistants), for the term of the agreement and until deletion under §12.

13.2 Categories of data and data subjects

Guests and companions, contacts of corporate clients, the Customer’s staff and Users. Data: identity and contact details, reservation and stay details, messages, payment details (card numbers are stored only by a PCI DSS certified provider), tax details, travel document details where the law requires them.

13.3 Our obligations

• We process the data only on your documented instructions — these terms and the settings you make in the Service — unless the law requires otherwise.
• Our staff with access are bound by confidentiality.
• We apply appropriate technical and organisational measures (encryption in transit, role-based access control, two-factor authentication, backups, activity logs, login attempt limits).
• We assist you with data subject requests, impact assessments and communication with the supervisory authority.
• We notify you without undue delay (and in any case within 48 hours of becoming aware) of any personal data breach affecting you.
• When the agreement ends we return (export) and delete the data under §12.
• We provide the information you need to demonstrate compliance and allow audits with reasonable notice, during business hours, at your cost.

13.4 Sub-processors

You give us general authorisation to use the sub-processors below. We bind them to equivalent data protection obligations. We will email you at least 30 days before adding or replacing a sub-processor; you may object on reasonable grounds and, if no solution is found, terminate the agreement with a pro-rata refund.

Some services are active only if you connect them (for example Meta messaging, Twilio, smart locks, AI). In addition, on your instructions we transmit data to public authorities (AADE / myDATA, the short-term rental registry, ERGANI) and to the booking channels you connect; these are independent recipients, not our sub-processors.

13.5 Transfers outside the EEA

Where a sub-processor processes data outside the European Economic Area, the transfer relies on an adequacy decision (for example the EU-US Data Privacy Framework) or on the European Commission’s Standard Contractual Clauses, with supplementary measures where needed.

13.6 Your obligations

You are responsible for the lawful basis of the processing, for informing your guests (for example in the property’s own privacy notice) and for your instructions complying with the law.

14. Intellectual property

The software, trademarks and content of Bookmatrix.com belong to us. We grant you a non-exclusive, non-transferable licence to use them for the term of your subscription. We may use anonymous, aggregated statistics (that do not identify you) to improve the Service. Your feedback and suggestions may be used without obligation.

15. Liability

• Our total liability for any claim related to the Service is limited to the amounts you paid us in the 12 months before the event.
• We are not liable for indirect or consequential loss, such as lost profit, lost bookings or reputation, or for loss caused by incorrect data you entered.
• These limits do not apply to wilful misconduct or gross negligence, or where the law does not allow a limitation.

16. Changes to these terms

We may change these terms. For material changes we email you at least 30 days before they take effect. If you disagree, you may cancel before they take effect and receive the pro-rata amount for the remaining time. Continuing to use the Service after that date means you accept the change.

17. Governing law

These terms are governed by Greek law. The courts of Katerini, Greece have jurisdiction over any dispute. Before any legal action we will try to settle the dispute amicably. If a provision is held invalid, the rest remain in force. This English text is a translation; if it differs from the Greek text, the Greek text prevails.

18. Contact

SDR I.K.E. (Private Company) · Agias Paraskevis 11, Paralia Katerinis, 60150 Pieria, Greece · +30 2351 151525 · info@bookmatrix.com