Last updated 30 July 2026 · Applies to hearth.symphia.ai, the Hearth web console and the Hearth iOS app.
These Terms of Service govern your use of Hearth, operated by Symphia LLC ("Symphia", "we", "us"). By creating an account, signing in, or using the Hearth web console or iOS app, you agree to these terms. If you are agreeing on behalf of a hotel or company, you represent that you have authority to bind it, and "you" means that organisation.
Where a separate written agreement exists between Symphia and your organisation, that agreement controls to the extent it conflicts with these terms.
Hearth is a hosted platform for hotel guest communication and operations: a unified inbox across SMS, WhatsApp, email, web chat and voice; a guest CRM; automated journeys; an AI concierge and responder; digital check-in and guest mini apps; tasks, upsells, reviews, marketing and analytics. We may add, change or remove features over time; we will not make a material reduction to a paid feature without reasonable notice.
Guest data belongs to you. You grant us only the licence needed to host, process and transmit it in order to provide the service. We do not sell it, and we do not use it to market to your guests on anyone else's behalf.
You are responsible for having a lawful basis to collect and message your guests, for providing the privacy notices your law requires, and for the accuracy of what you upload or sync. You can export your data at any time, including on termination.
Our handling of personal information is described in the Privacy Policy, which forms part of these terms.
You agree not to use Hearth to:
We may suspend access where use presents a security, legal or deliverability risk to us or to other customers, and will restore it once the issue is resolved.
Messaging channels are governed by carrier and platform rules — including SMS regulations and WhatsApp's business-messaging policies — as well as consumer protection law in your jurisdiction. You are responsible for obtaining and honouring guest consent. Hearth records opt-ins per channel and enforces opt-outs across journeys, campaigns and AI replies, but that machinery does not substitute for your own compliance.
Business-initiated WhatsApp messages outside Meta's customer-service window require an approved template. Recording calls requires whatever notice or consent your jurisdiction demands.
Hearth uses AI to draft replies, classify intent and answer guests by chat and voice. AI output can be wrong. Complaints, billing disputes and safety issues route to a human, and confidence gates what the AI may send unaided — but you remain responsible for what is sent from your account, whether a person or the AI composed it. Do not rely on AI output for legal, medical, financial or safety-critical decisions.
Hearth connects to systems you choose — property-management systems, booking channels, messaging providers. We are not responsible for those services, their availability, or the terms you have with them. Your credentials for them are used solely to operate the connections you configure.
Pricing is agreed in your order form or written agreement with us. Fees are payable as stated there and are non-refundable except where that agreement or applicable law says otherwise. Usage-based charges — such as messaging and voice — are billed as incurred. We may change pricing on renewal with reasonable notice.
We aim to keep Hearth continuously available and design it to degrade gracefully: if a channel, connector or the AI engine fails, the rest of the platform keeps serving guests. We may perform maintenance, and will give notice of planned work that affects service. Support channels and response expectations are described on our Support page.
Symphia owns Hearth — the software, interfaces, documentation, brand and all improvements. These terms grant you a non-exclusive, non-transferable right to use the service during your subscription, nothing more. You own your data and your own brand assets. Feedback you send us may be used freely to improve the product, without obligation to you.
These terms apply while you use Hearth. Either party may terminate as provided in your agreement with us; we may terminate for material breach that is not cured within 30 days, or immediately for unlawful use. On termination your access ends, and you may export your data for a reasonable period before we delete or anonymise it.
Except as expressly stated in a written agreement with us, Hearth is provided "as is" and we disclaim all implied warranties, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the service will be uninterrupted or error-free, or that AI output will be accurate.
To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, goodwill or data. Our total aggregate liability arising out of or relating to Hearth will not exceed the amounts you paid us in the twelve months before the event giving rise to the claim. These limits do not apply to your payment obligations, to either party's indemnities, or to liability that cannot be limited by law.
These terms are governed by the laws of the State of Delaware, United States, without regard to its conflict-of-laws rules. The courts located in Delaware have exclusive jurisdiction, and each party consents to that venue.
If any provision is held unenforceable, the rest remains in effect. Our failure to enforce a provision is not a waiver of it.
Symphia LLC, operator of Hearth — support@symphia.ai