Effective Date: March 7, 2026

These Terms of Service (“Terms”) govern the subscription to and use of services provided by Pancake Services LLC, a Texas limited liability company doing business as “Pancake” (“Pancake,” “we,” “us,” or “our”).

By purchasing, subscribing to, or using Pancake’s services, you (“Customer,” “you,” or “your”) agree to these Terms.

0. Definitions

Customer means the person or entity purchasing the Services, including a property owner, host, co-host, property manager, or authorized representative responsible for the Listing(s).

Listing means the specific short-term rental or rental property to which Customer grants Pancake access.

Platforms means Airbnb and any other booking, messaging, or operational platforms connected to a Listing.

Pancake Team (or "The Pancake Team") means the remote personnel provided by Pancake to deliver the Hospitality Coverage.

Service Team (or "Service Providers" or "Vendors") means third-party vendors, cleaning crews, maintenance personnel, or other local contractors engaged by the Customer to provide on-site services for a Listing.

Hospitality Coverage (or "The Services" or "Coverage") means the professional 24/7 remote oversight, guest care, and operational coordination provided by Pancake to ensure listing performance and guest satisfaction as described in Section 1.

1. Services

Pancake provides Hospitality Coverage, which may include:

• Guest messaging and communication

• Reputation management (drafting and publishing guest reviews and review responses)

• Turnover coordination

• Vendor and maintenance coordination

• Remote operational guest care
  
  

Remote Only. Pancake operates remotely and does not provide on-site physical services.

No Property Management. Pancake provides Hospitality Coverage and coordination services only. Pancake does not act as a property manager, broker, fiduciary, revenue manager, legal representative, or owner.

Pancake does not guarantee occupancy, revenue, ratings, guest behavior, vendor performance, or listing outcomes.

Third-Party Vendor Coordination. Pancake acts solely as a remote coordinator between the Customer and third-party service providers (e.g., cleaning crews, maintenance, local contractors). Pancake is not an employer, partner, or agent of these service providers. Pancake is not liable for any damages, delays, or failures in performance caused by third-party service providers, including but not limited to missed turnovers, property damage, or theft.

2. Billing, Subscription, Cancellation, and Refunds

Billing Begins Immediately

Pancake operates as a recurring monthly subscription.

• Billing begins immediately upon signup.

• The first charge occurs at the time of purchase.

• Charges recur automatically every 30 days unless canceled.
  
  

Hospitality Coverage Activation

Hospitality Coverage begins once:

• Customer grants required Listing access (including co-host status or equivalent permissions), and

• Pancake has accepted such access.
  
  

Customer acknowledges billing begins at signup regardless of when access is granted. Failure by Customer to provide required Listing access, integrations, or permissions does not relieve Customer of payment obligations and does not create eligibility for a refund.

Cancellation & Refund Policy

• Customer may cancel at any time prior to the next billing cycle.

• Cancellation becomes effective at the end of the current billing cycle.

• No prorated refunds.

• No refunds for unused days.
  
  

Pause of Services

Customer may request to pause active Hospitality Coverage at any time by providing written notice.

Unless otherwise agreed in writing:

• Subscription billing will continue during any temporary service pause.

• Pancake will not monitor or manage guest messaging, reviews, turnovers, or operational coordination during the paused period.

• Customer remains solely responsible for all Listing activity and guest communication during the pause.

If Customer intends to stop billing entirely, such request will be treated as a cancellation effective at the end of the current billing cycle.

Resumption of Services after cancellation may be subject to then-current pricing, availability, and onboarding requirements.

Payment Failure

If payment fails, is reversed, or is disputed such that funds are not received, Pancake may suspend Services immediately until resolved.

Pricing Changes

Pancake reserves the right to modify subscription pricing at any time upon reasonable notice to Customer.

Any pricing changes will apply beginning with the next billing cycle following notice.

Continued use of Services after a pricing change becomes effective constitutes acceptance of the updated pricing.

3. Listing Access, Integrations, and Platform Scope

Platform Scope

Pancake provides Services primarily for Airbnb bookings unless otherwise confirmed in writing.

Pancake is not responsible for communication or coordination related to bookings originating outside the agreed Platform scope.

Required Access & Future Systems

Customer agrees to provide necessary permissions, integrations, and system access required for Service delivery.

Pancake may require Customers to connect Listings to Pancake’s designated systems, software, or integrations in order to continue providing Services efficiently and consistently. Failure to provide required access within a reasonable timeframe may result in suspension.

Co-Host Acceptance Timing

Pancake may require a reasonable period to accept access invitations. A delay of up to 60 minutes does not constitute breach.

4. Smart Lock Access (If Provided)

If Customer provides smart lock access:

• Pancake may use access solely for hospitality coverage purposes.

• Customer retains full responsibility for property security and lock configuration.

• Pancake is not liable for unauthorized entry, credential misuse, theft, or third-party actions.

• Customer is responsible for code management, credential rotation, and system security.
  
  

Providing smart lock access is optional.

5. Emergency Authorization (Auto-Charge)

Customer grants Pancake limited emergency authorization.

Emergency Spend Limit

Pancake may approve emergency expenses up to $300 per incident without prior written approval when reasonably necessary to:

• Resolve guest lockouts

• Address urgent safety issues

• Prevent imminent property damage

• Protect guest welfare
  
  

Immediate Charge Authorization

Customer authorizes Pancake to immediately charge the payment method on file for emergency expenses.

Notice of Charge

Pancake will provide contemporaneous notice to the Customer (via SMS, MMS, or Email) at or before the time an emergency charge is processed.

By granting this authorization, the Customer acknowledges that for expenses under the Emergency Spend Limit, Pancake is authorized to proceed immediately to resolve the issue without waiting for a Customer response, ensuring 24/7 Hospitality Coverage.

If Payment Fails

If Pancake is unable to successfully charge the payment method on file for an emergency expense:

• Pancake will notify Customer immediately.

• Customer will have up to fifteen (15) minutes from notice to resolve the payment issue.

• If payment cannot be secured within that timeframe, Pancake may decline to dispatch, coordinate, or authorize additional paid services.

Pancake is not responsible for delays, guest inconvenience, or operational outcomes resulting from failed or delayed payment authorization.

Remote Coordination

Pancake acts as a remote coordinator only. Ultimate responsibility for on-site outcomes remains with Customer and designated contacts.

6. Non-Emergency Expenses

For non-emergency expenses:

• Written Customer approval is required before charges are incurred.

• Approved charges may be immediately applied to the payment method on file.

• Pancake does not provide routine restocking unless explicitly agreed.
  
  

Pancake reserves the right to decline discretionary requests.

7. Reviews and Public Communication (No Revisions)

Customer authorizes Pancake to draft and publish reviews and review responses on the Customer’s behalf.

• Pancake retains final editorial discretion consistent with professional standards.

• Pancake does not guarantee specific ratings, review outcomes, or booking impact.

• No revision cycles or pre-approval processes are provided for individual reviews.

  
  

7.1 Content & Documentation

Pancake may create, receive, or transmit documentation—including photos, videos, and chat logs—related to Listing activity. The Customer grants Pancake a non-exclusive, perpetual, royalty-free license to use this content for service delivery, quality assurance, dispute resolution, and marketing or promotional purposes.

Privacy of Documentation:

Pancake agrees to redact or anonymize personally identifiable information (PII), such as guest names and specific listing addresses, when documentation is used for public marketing purposes. Pancake is not responsible for the accuracy of content provided by third-party Service Providers or Guests.

8. Customer Responsibilities

Customer agrees to:

• Maintain accurate Listing information

• Maintain safe property conditions

• Maintain valid platform standing

• Keep payment information current

• Maintain designated emergency contacts

• Provide timely approvals when required
  
  

Customer remains solely responsible for:

• Property condition and safety

• Pricing and calendar management

• Refund decisions and disputes

• Vendor selection and performance
  
  

Pancake is not responsible for third-party vendor non-performance.

9. No Guarantees

Pancake does not guarantee:

• Occupancy

• Revenue

• Booking volume

• Ratings or review outcomes

• Reputation impact

• Guest behavior

• Vendor execution

• Platform account standing
  
  

Pancake provides coordination and Coverage only.

10. Resolution Center and Platform Disputes

Unless otherwise agreed:

• Pancake does not manage formal platform disputes.

• Customer retains final authority over refunds, claims, penalties, or appeals.
  
  

Pancake will not issue refunds without Customer approval unless required by platform policy.

11. Independent Contractor Status

Pancake operates as an independent contractor. Nothing in these Terms creates:

• Property management relationship

• Fiduciary duty

• Brokerage relationship

• Partnership or joint venture

12. Limitation of Liability

To the maximum extent permitted by law:

Pancake’s total aggregate liability shall not exceed the lesser of:

(a) subscription fees paid in the 30 days preceding the claim, or

(b) $1,000.

“Subscription fees” exclude operational expenses, reimbursements, vendor payments, or emergency charges.

Pancake shall not be liable for:

• Indirect or consequential damages

• Lost profits or revenue

• Guest misconduct

• Platform penalties

• Vendor performance

• Property damage

• Security incidents

• Reputational harm caused by third parties.

13. Suspension and Termination

Pancake may suspend or terminate Services if:

• Customer violates these Terms

• Payment fails or is disputed

• Listing access is revoked

• Customer engages in abusive, unlawful, threatening, or defamatory conduct

• Continued service poses operational or legal risk
  
  

Customer may cancel prior to next billing cycle.

14. Dispute Resolution (Binding Arbitration – Texas)

Any dispute, claim, or controversy arising out of or relating to these Terms or the Services shall be resolved exclusively through binding arbitration administered by the American Arbitration Association (“AAA”) under its Commercial Arbitration Rules.

Arbitration shall take place in the State of Texas.

Each party waives the right to trial by jury and agrees that arbitration shall be the sole and exclusive method of resolving disputes, except for claims eligible for small claims court.

The arbitrator shall have exclusive authority to resolve any dispute relating to the interpretation, applicability, enforceability, or formation of this arbitration provision.

15. Modifications

Pancake reserves the right to update these Terms at any time. Continued use of Services constitutes acceptance of revisions.

16. Electronic and Multi-Party Communications

The Customer explicitly consents to receive communications from Pancake—and authorizes Pancake to communicate with Guests and third-party Service Providers (e.g., cleaners, maintenance crews)—via email, phone call, SMS, MMS (picture/video messaging), and Platform messaging in connection with the Services.

The Customer represents and warrants that they have the necessary permissions and authority to provide Pancake with the contact information of Guests and Service Providers for the purpose of delivering the Services.

• Standard Rates: Message and data rates may apply.

• Media Consent: This consent includes the transmission of photos or videos related to property condition, turnovers, or guest issues.

• Written Requirement: Electronic communications satisfy any legal requirement that such communications be in writing.

• Opt-Out: Customer may opt out of non-operational SMS; however, service-critical or emergency communications will continue as necessary to provide the Services.
  
  
  

17. Force Majeure

Pancake is not liable for delays or failures caused by events beyond its reasonable control, including platform outages, internet failures, government actions, labor disruptions, weather, Acts of God, or third-party service interruptions.

18. Indemnification

Customer agrees to defend, indemnify, and hold harmless Pancake Services LLC, its officers, members, employees, contractors, and affiliates from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorneys’ fees) arising out of or related to:

• Customer’s Listing or property condition

• Guest injuries, damages, or disputes

• Vendor or third-party service provider actions or omissions

• Customer’s violation of platform policies

• Customer’s breach of these Terms

• Content published at Customer’s direction

• Access credentials, smart lock systems, or property access decisions
  
  

This indemnification obligation survives termination of Services.

19. Waiver of Consequential and Special Damages

To the fullest extent permitted by law, Customer agrees that Pancake shall not be liable for:

• Indirect damages

• Consequential damages

• Special damages

• Exemplary damages

• Punitive damages

• Loss of goodwill

• Loss of reputation

• Loss of data

• Business interruption
  
  

Even if Pancake has been advised of the possibility of such damages.

This limitation applies regardless of the legal theory asserted.

20. Class Action Waiver

Customer agrees that any dispute resolution proceedings will be conducted solely on an individual basis and not as part of a class, consolidated, or representative action.

Customer expressly waives any right to participate in a class action lawsuit, class arbitration, or other representative proceeding against Pancake.

21. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of the State of Texas, without regard to conflict-of-law principles.

Subject to the arbitration requirement above, any action permitted to proceed in court shall be brought exclusively in a state or federal court located in Texas, and the parties consent to personal jurisdiction and venue therein.

22. Limitation on Time to Bring Claims

To the fullest extent permitted by law, any claim or cause of action arising out of or relating to the Services or these Terms must be filed within twelve (12) months after the date the claim first arose.

Any claim not brought within this time period is permanently barred.

Customer agrees that this limitation period is reasonable and essential to the allocation of risk under these Terms.

23. Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable under applicable law, the remaining provisions shall remain in full force and effect. Any invalid or unenforceable provision shall be modified to the minimum extent necessary to make it enforceable while preserving its original intent.

24. Insurance and Asset Protection

The Customer agrees to maintain a primary Short-Term Rental (STR) insurance policy for the Listing at all times. The Customer acknowledges that Pancake serves as an "authorized representative" or "co-host" and, as such, shall be covered under the Customer’s existing insurance and Airbnb’s AirCover policy (or equivalent platform protection). Pancake is not liable for physical property damage, personal injury, or loss of rental income.

Pancake is a hospitality services provider and is not an insurance company, insurance agent, or insurance broker. Hospitality Coverage is a service-based operational package and does not constitute an insurance policy, guarantee against financial loss, or property insurance.