AirUpsell
Terms of Service.
1. Acceptance of Terms
By accessing or using AirUpsell as a Guest, Host, or Merchant, you agree to be bound by these Terms of Service and all applicable laws. If you do not agree, you may not use the platform. AirUpsell is a marketplace and technology platform — we are not the direct provider of the physical services (dining, spa, tours, beauty) listed by merchants.
2. Platform Overview
AirUpsell connects Guests with local Merchants through a curated marketplace embedded within hospitality venues. We provide:
- Discovery and ordering infrastructure for guests
- Merchant listing and order management tools
- AI concierge (Gigi) for recommendations and service discovery
- Payment processing via PayFast
- Commission-based revenue sharing with Hosts
3. User Accounts & Roles
AirUpsell has three user roles, each with distinct responsibilities:
Guest
Any person browsing or placing orders. Guests are responsible for providing accurate delivery details and contact information.
Host
Hospitality venues (hotels, guesthouses, lodges) that embed AirUpsell. Hosts earn commission on guest transactions and are responsible for maintaining their listing.
Merchant
Local businesses listed on the platform. Merchants are solely responsible for the accuracy of their menu, pricing, availability, and service delivery.
4. Payments & Pricing
All transactions are processed in South African Rand (ZAR) via PayFast, a PCI-DSS compliant payment gateway. By completing a purchase, you authorise AirUpsell to charge the total displayed at checkout including any applicable delivery or service fees.
Guest
You are charged the full order total at the time of checkout. No hidden fees beyond what is shown.
Merchant
Payouts are processed after order completion, less the AirUpsell platform commission as agreed in your merchant agreement.
Host
Commission is calculated on eligible guest transactions originating from your venue's AirUpsell integration.
5. Refund & Cancellation Policy
AirUpsell's refund policy is built around a clear access threshold: the door code.
- Payment confirmed but door code email failed to send (system error)
- Order cancelled before door code is issued
- Merchant confirmed unable to fulfil the order
- Guest claims service was not rendered despite door code being issued
- Merchant disputes the guest's claim
- Dispute must be raised within 24 hours of order via hello@airupsell.com
- Door code email was successfully sent to the guest
- Guest changed their mind after code was issued
- Refund requested more than 24 hours after order
Approved refunds are processed back to the original payment method within 5–10 business days, subject to PayFast processing times.
6. Door Code Policy
Upon successful payment, a unique 4-digit access code is generated and emailed to the guest. This code is valid for 24 hours and grants the guest access to collect or redeem their order with the merchant. The door code constitutes proof of purchase and service access. Guests must not share door codes with third parties. AirUpsell is not liable for orders redeemed by unauthorised parties where the guest shared their code.
7. Merchant Obligations & Verification
Merchants agree to:
- Maintain accurate and up-to-date menus, pricing, and availability
- Fulfil all orders placed through the platform within the stated timeframe
- Accept valid door codes presented by guests as proof of purchase
- Not list services that are illegal, unsafe, or misrepresented
- Notify AirUpsell within 2 hours if they are unable to fulfil an order
- Maintain a refund rate below 5% to retain listing status
AirUpsell reserves the right to suspend or permanently remove any merchant listing that violates these obligations or falls below our quality standards.
8. AI Concierge Disclaimer
Gigi, AirUpsell's AI concierge, provides recommendations based on location, merchant data, and enrichment signals. AI-generated responses are for informational and discovery purposes only. AirUpsell is not liable for decisions made based on AI recommendations, errors in third-party service descriptions provided by merchants, or availability information that changes after enrichment.
9. Limitation of Liability
To the maximum extent permitted by applicable South African law, AirUpsell's total liability to any user for any claim arising from use of the platform shall not exceed the value of the transaction giving rise to the claim.
AirUpsell is not liable for: indirect or consequential losses; losses arising from merchant non-performance; personal injury or property damage at merchant premises; or force majeure events including network outages, payment processor downtime, or acts of government.
10. Governing Law & Disputes
These Terms are governed by the laws of the Republic of South Africa. Any disputes arising from or related to your use of AirUpsell shall first be attempted to be resolved through good-faith negotiation. If unresolved, disputes shall be referred to the jurisdiction of the South African courts. For consumer disputes, you may also contact the National Consumer Commission (NCC) at www.thencc.org.za.
11. Changes to These Terms
AirUpsell reserves the right to update these Terms at any time. Material changes will be communicated via email to registered users at least 14 days before taking effect. Continued use of the platform after the effective date constitutes acceptance of the updated terms. For questions, contact us at hello@airupsell.com.