Terms of Service

These terms are between the organisation that creates a CactusStay account ("you") and Osonwanne Group ("we"). Creating an account, uploading records, or starting a subscription is acceptance of them. If you are doing any of those things for a hotel or a hotel group, you are confirming you are allowed to agree on its behalf.

What CactusStay is

CactusStay compares four sources of record for one property and one month — your property management system export, your OTA statements, your payment gateway settlement report and your bank statement — and lists where they disagree, with the two records behind each disagreement and the vendor deadline that applies to it. A month is compared on all four; if you choose to run it without one of them, the results say which source was missing.

It is a comparison tool, not an agent. It never submits a dispute to an OTA, never posts to your PMS, and never charges a card. Every consequential action is yours, taken by a named person in your organisation.

Your records

You own the records you upload and everything CactusStay derives from them. You grant us the right to store and process those records for the sole purpose of running the comparison, showing you the results, and keeping the audit trail of what was decided about them.

You are responsible for having the right to share those records with us. Leave guest names in where your agreements allow: they are how Booking.com stays are matched to your PMS records. If your agreements require you to remove them, delete the name column rather than overwrite it, because a placeholder such as "REDACTED" makes every guest look alike and can pair the wrong stays. Full card numbers must never be included. Every CSV and Excel file, and every PDF the upload-time reader can open, is scanned for card numbers when you upload it, and a file containing one is refused with nothing from it stored; every file, PDFs included, is scanned again by the engine before a line of it is read, and that scan always applies. The scan is a safeguard, not a permission: deliberately or repeatedly sending a full card number is a breach of these terms.

Findings are computed from the records you provide. If an export is incomplete or a statement is missing, the findings reflect that, and the system says which source was absent rather than filling the gap.

The free month and the subscription

Each organisation may run one past month free, without a card. It must be a calendar month that has ended, in Arizona time. The free month is a month, not a property: every property in the organisation can be run for it. The results of that month, including the evidence pack, are yours whether or not you subscribe. The free month can be re-run free at any time, except while a payment is past due, so a corrected export costs nothing.

The first month you run without a subscription becomes the free month and cannot be changed afterwards, so check the month before you send the records. A hotel or hotel group gets one free month, however many organisations it uses; creating further organisations to get another free month is a breach of these terms.

Reconciling any other month requires a subscription. It is monthly and priced per active property in graduated bands: each band of properties has its own monthly rate, later bands are cheaper, and the invoice adds up the properties in each band at that band's rate. The current bands and rates are shown on the billing page before you subscribe. Arizona transaction privilege tax is added to every invoice and shown at checkout. Adding or archiving a property changes the next invoice, prorated from the day of the change.

Without a subscription, uploads and runs are limited, for example by the hour and by the day. When a free organisation reaches a limit, CactusStay offers the subscription, or you can try again later. In normal use a subscription has no such limits: uploads and runs are not refused because of how many you send, and runs beyond those being processed wait in the queue and start on their own. Reading results, the evidence pack and exports have no such limits, with or without a subscription.

Payment is taken by Stripe. Card details are entered on Stripe's pages and are never sent to or stored by us. If a payment fails, no run can be started, including a re-run of the free month, until the payment goes through; nothing already found is withheld.

Cancellation is by request only; there is no cancel button in the application. An owner of the organisation emails support@osonwanne.freshdesk.com. One of our operators then cancels the CactusStay subscription at the end of the period already paid for on the day of the request, and we confirm the end date in writing. We do not refund partial months.

Cancelling does not close the account, and nothing already found is withheld. Archiving every property does not cancel the subscription; it is billed for at least one property until it ends.

Accounts and people

Accounts belong to an organisation. An owner can add and archive properties, subscribe, update the card and see invoices; a bookkeeper can upload records and work the exception queue. You are responsible for who you invite and for removing people who leave.

What we promise, and what we do not

CactusStay is in its pilot period. We will tell you plainly what is built, what is being built, and what is unknown, and we will not present a number we cannot trace to a record. We do not promise any level of recovery: how much an OTA owes you, if anything, is a fact about your records, not about our software.

The service is provided as it stands. To the extent the law allows, our total liability to you for anything arising from it is limited to the subscription fees you paid in the twelve months before the claim. We are not liable for lost revenue, a missed vendor deadline, or a decision you took on the basis of a finding — the deadlines are shown so that the decision stays yours.

Ending the agreement

You can close your account at any time by asking us, as for a cancellation; any subscription is cancelled the same way. We can suspend or close an account that breaches these terms, that is used to send us card numbers, or that we are legally required to close. When an account closes, its records are handled as the Privacy Policy describes.

Changes

If these terms change materially we will email the organisation's owners before the change takes effect. Continuing to use CactusStay after that date is acceptance of the new terms.

Law and contact

These terms are governed by the law of the State of Arizona, where Osonwanne Group is based. Questions about them, cancellation requests and reports of a problem go to support@osonwanne.freshdesk.com.