Terms of Use

Effective Date: 10 June 2026

1. Introduction and Acceptance

These Terms of Use (“Terms”) govern access to and use of Nown Control (“Control”), the hotel-facing operational dashboard operated by Nown SAS, a French simplified joint-stock company (société par actions simplifiée) registered under SIREN 103 802 112, with its registered office at 3 Avenue Alphand, 75116 Paris, France (“Nown”, “we”, “us”, or “our”).

These Terms apply to the hotel entity that has entered into a commercial agreement with Nown (the “Hotel” or “Client”) and to all individual users the Hotel authorises to access Control (“Authorised Users”). By accessing or using Control, each Authorised User agrees to comply with these Terms. The Hotel is responsible for ensuring that all Authorised Users are aware of and comply with these Terms.

These Terms should be read alongside the Data Processing Agreement (“DPA”) between Nown and the Hotel, which governs the processing of guest personal data through the Nown platform, and alongside the commercial agreement, which governs fees and commercial terms. In the event of any conflict between these Terms and the DPA on matters of personal data processing, the DPA prevails. These Terms are governed by French law.

2. What Nown Control Is

Nown Control is a web-based operational intelligence dashboard that enables hotel staff to access, enrich, and act on guest intelligence before, during, and across stays. It integrates with the Hotel’s property management system (PMS) to create and maintain guest Shell Records automatically, and surfaces structured guest intelligence to the right staff member, filtered to their role, before the guest arrives.

A Shell Record is a property-level guest profile created on the Hotel’s behalf when a booking is confirmed. This is consistent with how guest and reservation profiles are managed across the hotel industry. In Nown Control, the Shell Record is the structured, enriched version of that record, held within the Hotel’s own data tenant. Shell Records are property-locked: data captured at one property is not visible to other properties unless the guest has activated a Nown Pass and opted in to cross-property sharing.

For a guest who has activated Nown Pass and shared with the Hotel, the guest’s profile becomes available to the Hotel in Control ahead of arrival, according to the access window configured for the Hotel. If a booking is made within that access window, the profile may become available immediately. For a guest who has not activated Nown Pass, the Shell Record is available from the moment the booking is confirmed.

Nown reads from the Hotel’s PMS but does not write to it; from the PMS perspective, Nown is a read-only integration. The Hotel’s PMS remains the Hotel’s own primary system and is not modified by Nown. Control is designed to operate as an intelligence layer above existing hotel systems and does not replace the Hotel’s PMS, CRM, or other operational tools.

Nown Control is currently provided as a web-based product accessed through a browser on desktop, tablet, or mobile. Additional access methods, including a native application, may be introduced over time; when they are, these Terms apply to them as well. Nown Control is currently available in English and French, and additional languages may be added over time.

3. Account Creation and Authorised Users

3.1 Admin account

Each Hotel is provided with at least one Admin account, held by the General Manager or a person the General Manager designates. The Admin account has full access to all features of Nown Control, including staff management, role configuration, hotel settings, analytics, and all guest preference categories.

The Admin is responsible for creating and managing all staff accounts at the property, assigning roles, and ensuring access is granted only to individuals authorised to access guest data in the context of their role.

3.2 Staff accounts and roles

Staff accounts are created by the Admin and assigned to one of six canonical roles. Each role sees the guest preference categories relevant to its department. The default category mappings are:

• Admin: full access to all seven preference categories, plus staff management, hotel settings, and analytics. Reserved for the GM or a designate.
• Front Desk: Arrival & Departure, Room & Comfort, Service Style, and Special & Occasions.
• Concierge: Arrival & Departure, Dining & Beverage, Service Style, Spa & Wellness, and Special & Occasions.
• Food & Beverage: Dining & Beverage, Service Style, and Special & Occasions.
• Housekeeping: Room & Comfort, Tech & Amenities, and Special & Occasions.
• Spa & Wellness: Spa & Wellness, Service Style, and Special & Occasions.

These mappings are configurable defaults: the Admin may adjust which categories a role sees. Safety-critical fields, meaning explicit guest allergies, health conditions, and mobility or accessibility needs, are visible to all operational staff roles regardless of their assigned category permissions, because they may affect guest safety and wellbeing.

Actual permissions are the source of truth for what an Authorised User can access. If a displayed role label conflicts with actual permissions, the label is corrected downward. Permissions are never silently elevated to match a job title.

3.3 Account security

Each Authorised User signs in with an email address and password and is responsible for keeping their credentials secure. Credentials must not be shared with any other person. The Hotel must notify Nown at privacy@nown.co immediately if it becomes aware of any unauthorised access to a staff account.

Staff accounts must be deactivated promptly when a staff member leaves the Hotel or changes role. The observation history contributed by a deactivated account is retained for operational continuity and accountability purposes.

4. Data Processing and Guest Data

4.1 Controller and processor roles

In respect of guest personal data processed at the property level, Layer 1 Shell Records, the Hotel is the data controller and Nown is the data processor. Nown processes guest data only on the Hotel’s documented instructions and within the scope set out in the DPA.

Nown’s proprietary structuring methodology and AI inference are applied to Shell Record data as the documented processing instruction authorised by the Hotel under the DPA. This methodology is performed on the Hotel’s data, within the Hotel’s tenant, for the Hotel’s purposes.

4.2 What data Control processes

Nown Control processes the following categories of guest data on behalf of the Hotel:

• Reservation and booking data imported from the Hotel’s PMS, such as guest name, contact details, stay dates, and room details.
• Staff observations and notes entered by Authorised Users through the Control dashboard.
• AI-structured preference signals derived from staff observations and booking patterns.
• Guest-declared preferences from Nown Pass, where the guest has activated a Pass and opted in to sharing with the Hotel.

4.3 Isolation of Hotel data

Shell Records are tenant-isolated to the Hotel. Data captured at the Hotel is not visible to other hotels on the Nown platform. There is no cross-property inference or knowledge graph constructed from Shell Record data; any cross-property intelligence structures are constructed exclusively from Nown Pass profile data under separate, direct guest consent. Nown does not use Hotel guest data for its own purposes, and does not use it to train third-party foundation models.

4.4 Safety-critical data

Authorised Users must only enter allergy, health, and safety-critical information into guest profiles where the information has been explicitly stated by the guest or directly confirmed with the guest. Staff must not enter assumptions, inferences, or guesses into safety-critical fields. When entering an allergy or safety-critical field, staff are presented with an in-product prompt confirming this obligation.

Nown’s AI does not infer or generate content for allergy or safety-critical fields. If the AI detects something potentially relevant, it surfaces it as a “needs confirmation” indicator only, not as a confirmed fact.

4.5 AI as decision support

All AI outputs in Nown Control, including the AI Guest Brief, preference structuring, and the Staff Assistant, are decision-support tools for human hotel staff. No decisions about guests are made solely by automated means. Staff are responsible for all service decisions.

4.6 Guest rights

The Hotel, as data controller at Layer 1, is responsible for responding to guest data subject requests in respect of Shell Record data. Nown supports the Hotel in fulfilling such requests in its capacity as processor, in accordance with the DPA.

4.7 Notifications of guest data changes

When a guest corrects, restricts, withdraws, or deletes data that the Hotel previously received via Nown Pass, the Hotel is notified in-product via a banner or notice on the affected guest profile in Control. For full Pass deletion or full sharing withdrawal, the Hotel also receives a notice in the manager and admin activity feed. The Hotel must update its use of that data accordingly.

5. Staff Obligations and Acceptable Use

By accessing Nown Control, each Authorised User agrees to:

• Access guest data only where necessary for the performance of their role at the Hotel.
• Not share login credentials or grant access to any person who is not an Authorised User.
• Not export, copy, or transmit guest data outside of Nown Control other than in the ordinary course of their duties at the Hotel.
• Only enter accurate information about guests, and only enter allergy or safety-critical information where it has been explicitly stated or confirmed by the guest.
• Treat guest data as confidential and not disclose it to any person other than those who need it to perform hotel services for the guest.
• Report any suspected data breach, unauthorised access, or misuse of guest data to the Hotel’s Admin and to privacy@nown.co immediately upon becoming aware of it.

The Hotel is responsible for training its staff on these obligations and on the proper use of Nown Control.

6. Audit Logs and Activity Records

Nown Control maintains activity logs of staff actions, including preference changes, companion and party changes, and relevant administrative edits. These logs are used for accountability, security, compliance, and dispute resolution purposes.

Hotel Admins and Managers can view operational activity logs for their property. Guest consent history and data access records are not surfaced in the hotel staff dashboard and are retained in Nown’s internal compliance tooling. Activity logs are scoped to the property: Hotel Admins and Managers can only see logs for their own property and their own staff activity.

Activity logs are retained after a staff member’s account is deactivated or deleted, in accordance with Nown’s legal obligations for accountability and compliance. The individual staff member’s profile and login credentials are deleted; the audit trail is retained with the staff user ID as the canonical reference. Human-readable views display the actor as “deleted staff member” where the account no longer exists.

7. Analytics

Hotel Admins and GMs have access to an operational analytics view within Nown Control showing property-level metrics: preference capture rates, guest coverage, staff usage, confirmed and unresolved preferences, and related operational indicators.

Analytics data is scoped to the Hotel’s own property. The Hotel does not have access to analytics data from other properties on the Nown platform. Investor, product, and internal Nown metrics are not surfaced in the hotel-facing analytics view.

8. PMS Integration and Data Flows

Nown Control integrates with the Hotel’s property management system (PMS). Nown reads reservation and guest data from the PMS to create and update Shell Records, and does not write to the Hotel’s PMS. The Hotel is responsible for ensuring that its PMS data flows to Nown in accordance with applicable data protection law and its own privacy notice, and remains the controller of its PMS data.

Retention of guest personal data processed through Nown Control is governed by the DPA and any applicable retention schedule agreed between Nown and the Hotel. The Hotel’s own PMS records are not affected by termination of the Nown agreement and remain governed by the Hotel’s own retention obligations.

9. Intellectual Property

Nown Control, including its software, design, methodology, AI structuring logic, and branding, is owned by Nown SAS and protected by applicable intellectual property law. These Terms do not grant the Hotel or its Authorised Users any rights in or to the Nown platform beyond what is necessary to use Control as described here.

Guest personal data processed through Control remains subject to the Hotel’s controllership where Nown acts as processor under the DPA. Nown does not claim any proprietary rights over guest personal data.

10. Availability and Changes to the Service

Nown Control is provided on an “as is” and “as available” basis. We do not guarantee uninterrupted or error-free access. We may suspend or modify any feature of Control at any time for operational, legal, or security reasons.

We may update these Terms from time to time. We will notify the Hotel’s Admin account of material changes by email. Continued use of Nown Control after such notification constitutes acceptance of the updated Terms.

11. Limitation of Liability

To the maximum extent permitted by applicable law, Nown SAS is not liable for:

• Any indirect, incidental, special, or consequential loss or damage arising from the Hotel’s or its Authorised Users’ use of Nown Control.
• Any loss of data, revenue, or goodwill.
• Any failure by hotel staff to act on guest intelligence surfaced through Nown Control.
• Any third-party services or content linked to or integrated with Nown Control.
• Any data breach or unauthorised access resulting from the Hotel’s failure to maintain secure credentials or to deactivate accounts of departing staff.

Nothing in these Terms limits Nown’s liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited by applicable law.

12. Termination

These Terms remain in force for the duration of the commercial agreement between Nown and the Hotel. On termination of that agreement, the Hotel’s and all Authorised Users’ access to Nown Control ceases.

On termination, Nown will handle Shell Record data in accordance with the DPA, including the applicable retention and deletion obligations. The Hotel’s PMS records are not affected by termination of the Nown agreement and remain governed by the Hotel’s own retention obligations.

Nown may suspend or terminate the Hotel’s access to Control immediately if the Hotel or its Authorised Users breach these Terms or the DPA, if required by law, or if we decide to discontinue the Nown Control service. Sections 9, 11, 13, and 14 survive termination.

13. Governing Law and Jurisdiction

These Terms are governed by French law. Any dispute arising from or in connection with these Terms is subject to the exclusive jurisdiction of the courts of Paris, France.

14. Contact and Data Protection

For any questions about these Terms or about Nown Control, please contact us at:

Nown SAS

3 Avenue Alphand, 75116 Paris, France

SIREN: 103 802 112

Email: privacy@nown.co

Our Data Protection Officer is provided by Dipeeo, a CNIL-registered DPO.

In order to benefit from the service, Nown SAS must process your personal data. For more information on this subject, please consult our Privacy Policy accessible here.