General Terms and Conditions
Reception Remote
Fabienne Jeanneret
Brig (VS), Switzerland
Version: 1.0
Effective Date: July 2026
1. Preamble
Reception Remote is a specialized service provider for hotels, apartment hotels, vacation rental owners, property managers, as well as other businesses and private individuals in the areas of guest services, reservation management, back-office services, and digital process solutions.
These General Terms and Conditions ("GTC") govern all business relationships between Reception Remote (hereinafter referred to as the "Contractor") and its clients (hereinafter referred to as the "Client").
These GTC form an integral part of all offers, quotations, contracts, and ongoing business relationships.
Any differing terms and conditions of the Client shall only apply if they have been expressly accepted in writing by Reception Remote.
2. Definitions
For the purposes of these General Terms and Conditions, the following definitions apply:
Contractor:
Reception Remote, owned and operated by Fabienne Jeanneret.
Client:
Any natural or legal person purchasing services from Reception Remote.
Services
All services offered by Reception Remote.
Business Day
Monday through Sunday.
Public holidays may result in limited service availability.
Support Hours
The period during which the agreed Service Level Agreement (SLA) applies.
Emergency
An event that significantly disrupts hotel operations or substantially prevents telephone accessibility.
3. Scope of Application
These General Terms and Conditions apply to all services provided by the Contractor, including but not limited to:
Telephone services
Reservation services
Guest support
Concierge services
Email support
Emergency telephone services
Property Management System (PMS) management
Channel Manager management
Revenue management
AI-powered solutions
Back-office services
Administrative services
Training
Consulting
Project management and support
Any other individually agreed services
These GTC apply regardless of whether the Client is a:
Hotel
Apartment hotel
Property manager
Vacation rental owner
Company
Organization
Private individual
Services may be provided both nationally and internationally.
4. Conclusion of the Contract
Offers made by the Contractor are generally non-binding unless expressly stated otherwise.
A contract is concluded through:
Written acceptance of a quotation
Confirmation by email
Signing of a contract
Commencement of the business relationship
For contracts with a monthly contract value of up to CHF 1,000, acceptance by email is sufficient.
For contracts with a monthly contract value exceeding CHF 1,000, a written agreement or an electronic signature is additionally required.
Electronic signatures (e.g., Skribble, Swisscom Sign, Adobe Sign, DocuSign, or comparable services) are legally equivalent to handwritten signatures where permitted by applicable law.
5. Contract Term
Contracts are concluded for an indefinite period unless otherwise agreed in writing.
There is no minimum contract term unless expressly agreed in writing.
The notice period for termination is:
Up to 100 managed rooms or units:
30 days' notice effective at the end of a calendar month.More than 100 managed rooms or units:
60 days' notice effective at the end of a calendar month.
Termination must be submitted in writing by letter or email.
6. Scope of Services
The Contractor shall provide the contractually agreed services with due care and in accordance with recognized industry standards.
The Contractor owes the Client the careful and professional performance of services.
No specific commercial or financial success is guaranteed.
In particular, the Client has no entitlement to:
Specific revenue levels
Specific occupancy rates
A specific number of bookings
Specific guest review ratings
Specific search engine or platform rankings
Any other particular business or financial results
The Contractor is entitled to:
Modify work processes
Replace software solutions
Further develop AI systems
Change internal workflows
Assign employees
Engage subcontractors
provided that these changes do not materially impair the agreed services.
The Client has no entitlement to specific employees, software products, or working methods.
The Contractor may also provide similar services to other clients, including direct competitors of the Client, provided that confidentiality is maintained.
7. Changes to Services
Reception Remote continuously develops and improves its services.
The Contractor reserves the right to modify or improve services, processes, software, AI applications, or internal workflows at any time, provided that such changes do not materially reduce the quality or scope of the contractually agreed services.
Technical improvements or modifications shall not entitle the Client to terminate the contract or claim damages.
8. Client's Obligations to Cooperate
The Client shall provide all information necessary for the performance of the contract completely, accurately, and in a timely manner.
This includes, in particular:
PMS access credentials
Channel Manager access credentials
OTA (Online Travel Agency) access credentials
Email accounts
Telephone numbers
Login credentials
Price lists
Availability information
House rules
Guest information
Cancellation policies
Additional services
Internal procedures
Contact persons
The Client warrants that all access credentials provided may be used lawfully.
Reception Remote is not obliged to verify the accuracy or completeness of the information supplied.
The Client remains solely responsible for all content, instructions, and information used by Reception Remote during the cooperation.
The Client also undertakes to:
Respond promptly to inquiries
Make decisions in a timely manner
Designate a responsible contact person
Notify Reception Remote immediately of any changes
Keep all access credentials up to date
Any delays resulting from insufficient cooperation shall reasonably extend all agreed deadlines.
If additional work is required due to the Client's failure to cooperate, the Contractor may charge for such work based on the actual time and effort involved.
Unless expressly agreed otherwise in writing, the backup of all business data remains the sole responsibility of the Client.
9. Access Credentials and IT Systems
The Client shall ensure that all systems required for the provision of services remain fully operational.
These include, in particular:
Property Management Systems (PMS)
Channel Managers
Internet connections
Telephone systems
OTA accounts
Cloud-based systems
Software integrations
API access
Reception Remote shall not be liable for delays or service interruptions caused by incorrect, incomplete, or blocked access credentials.
Any costs incurred due to faulty or malfunctioning customer systems may be charged separately to the Client.
10. Telephony and Communication Services
The Contractor provides telephone, reservation, and communication services on behalf of and in the name of the Client.
Unless otherwise expressly agreed, each Client shall receive one free call forwarding number for the duration of the business relationship.
If the Client requires a dedicated telephone number or the porting of an existing telephone number, this service shall be provided through the telecommunications partner designated by the Contractor, currently Solvique.
The Client shall bear all costs associated with ordering, porting, operating, terminating, or otherwise maintaining such telephone numbers.
The Contractor shall not be liable for interruptions, delays, or service failures caused by telephone providers, mobile network operators, internet service providers, or other telecommunications service providers.
Telephone lines, telephone numbers, and technical communication services are subject to the terms and conditions of the respective telecommunications provider.
11. AI-Powered Services
The Contractor is entitled to use Artificial Intelligence (AI) and automated systems to support the provision of its services.
This includes, in particular:
Responding to general guest inquiries
Creating written content
Translations
Knowledge databases
Automations
Internal work processes
Data analysis and reporting
Revenue management support
Process optimization
AI-generated content is used solely to support the provision of services.
The Contractor does not guarantee the complete accuracy, timeliness, or error-free nature of AI-generated content.
The Client remains solely responsible for all business decisions, as well as for reviewing, approving, and using the content provided.
The Contractor reserves the right to replace any AI system used with an equivalent or improved system at any time.
12. Third-Party Providers and External Systems
The Contractor works with various external platforms, software solutions, and technical service providers.
These include, but are not limited to:
Property Management Systems (PMS)
Channel Managers
Booking.com
Airbnb
Expedia
Google
Microsoft
Cloud service providers
Payment service providers
Telephone providers
Internet service providers
Email service providers
AI platforms
Other third-party software solutions
The Contractor accepts no liability for the availability, functionality, security, or future development of these third-party systems.
System outages, maintenance work, or service limitations affecting third-party providers shall not give rise to any claims for damages against the Contractor.
Any additional work required as a result of disruptions caused by third-party providers shall be billed based on the actual time and effort involved.
13. Support and Communication Channels
Communication shall generally take place through the agreed communication channels.
These include, in particular:
Email
Telephone
Designated ticketing systems
Contractually agreed communication platforms
The Contractor is under no obligation to process support requests submitted through private mobile phones, messaging applications, or social media platforms unless expressly agreed otherwise in writing.
14. Support Hours
The standard support hours are as follows:
Email Support
Daily from 07:00 to 23:00 (Swiss Time).
Emergency Telephone Support
Daily from 23:00 to 07:00 (Swiss Time) and available exclusively for emergency situations.
Support services may also be provided on weekends and public holidays where agreed or where operationally necessary.
15. Service Level Agreement (SLA)
During standard support hours, an initial qualified response will be provided within a maximum of two (2) hours.
The response time begins once a complete support request has been received.
A support request is considered complete when all information necessary to process the request has been provided.
The Service Level Agreement guarantees only the initial response time.
No specific resolution or repair time is guaranteed.
16. Definition of an Emergency
The following situations are considered emergencies:
Complete failure of telephone accessibility
Complete failure of guest services
Major technical disruptions that directly affect ongoing hotel operations
Critical operational interruptions
The following situations are not considered emergencies:
Password changes
Price changes
Changes to master data
General consulting requests
Training sessions
Project-related work
System optimizations
Requests for modifications or enhancements
17. Pricing
The prices individually agreed upon in the quotation or contract shall apply.
Unless otherwise stated, all prices are quoted in Swiss Francs (CHF).
Additional services that are not included within the agreed scope of services shall be charged either according to the actual time and effort required or in accordance with the Contractor's current price list.
18. Invoicing
Invoices are issued at the beginning of each month.
Onboarding fees become due immediately upon invoicing.
All invoices are payable net within fourteen (14) calendar days from the invoice date.
Invoices shall be deemed accepted unless the Client submits a written objection within ten (10) calendar days of receipt.
19. Late Payment
If the Client defaults on payment, the Contractor is entitled to:
Charge default interest at a rate of 5% per annum
Charge reminder fees of CHF 20.00 for each payment reminder
Suspend all or part of the services without prior notice
Offset outstanding claims against future credits
Terminate the contract without notice for good cause in the event of repeated payment defaults
The resumption of services may be made conditional upon full settlement of all outstanding invoices and claims.
20. Price Adjustments
The Contractor reserves the right to adjust its prices by providing at least 30 calendar days' prior notice.
Reasons for price adjustments may include, but are not limited to:
Increased personnel costs
Higher software licensing or subscription costs
Price increases by third-party providers
Technical developments and improvements
Changes in legal or regulatory requirements
Significant changes in economic conditions
If the Client does not object to the price adjustment and continues to use the services after the adjustment becomes effective, the revised prices shall be deemed accepted.
21. Data Protection
The Contractor processes personal data solely for the purpose of fulfilling the respective contractual obligations.
The provisions of the Swiss Federal Act on Data Protection (FADP) shall apply. Where required due to the nature of the services or the Client's place of business, the applicable provisions of the European Union General Data Protection Regulation (GDPR) shall also be observed.
The Contractor shall process personal data only in accordance with the Client's instructions and only to the extent necessary for the provision of the agreed services.
The Contractor shall implement appropriate technical and organizational measures to protect personal data against loss, misuse, unauthorized access, alteration, or disclosure.
For the performance of the contract, personal data may be processed by carefully selected subcontractors or technical service providers, provided that they are contractually obligated to comply with applicable data protection laws.
Where personal data is processed outside Switzerland, such processing shall take place only in compliance with the legal requirements governing international data transfers.
A separate Data Processing Agreement (DPA) may form part of the contractual documentation where applicable.
22. Confidentiality
Both parties undertake to treat all business, technical, organizational, and personal information obtained during the course of their cooperation as strictly confidential.
This obligation applies in particular to:
Guest data
Pricing structures
Revenue figures
Access credentials
Business performance indicators
Internal processes
Documentation
Workflows
Software configurations
Business strategies
Marketing information
The confidentiality obligation also applies to employees and subcontractors engaged by either party.
This obligation remains in force throughout the duration of the contract and for at least five (5) years after its termination.
Mandatory legal record-retention obligations remain unaffected.
23. Subcontractors
The Contractor is entitled to engage qualified subcontractors within Switzerland or abroad to fulfill its contractual obligations.
This may include, but is not limited to:
IT services
Revenue management
Software development
Telephony services
Translation services
Support services
Accounting
Administrative services
The Contractor shall remain responsible to the Client for the proper performance of all contractual obligations.
24. Availability of Services
The Contractor strives to maintain a high level of availability for its services.
However, uninterrupted accessibility or continuous availability cannot be guaranteed.
Service interruptions may occur due to, among other things:
Scheduled maintenance
Security updates
Technical failures
Third-party service outages
Force majeure events
Cyberattacks
Internet disruptions
Temporary interruptions shall not, in principle, give rise to any claims for damages.
25. Force Majeure
Neither party shall be liable for delays or failure to perform its contractual obligations where such delays or failures result from events beyond its reasonable control ("Force Majeure").
Force Majeure includes, but is not limited to:
Natural disasters
Fire
Flooding
War
Terrorism
Pandemics
Epidemics
Government orders
Strikes
Power outages
Internet outages
Telecommunications failures
Cloud service outages
Cyberattacks
Hacker attacks
Failures of Property Management Systems (PMS)
Channel Manager failures
OTA platform outages
Failures of external software systems
If a Force Majeure event continues for more than sixty (60) days, either party may terminate the contract with immediate effect by written notice.
26. Warranty
The Contractor warrants that the agreed services will be performed with due professional care and diligence.
No guarantee is given regarding the achievement of any particular commercial or financial outcome.
In particular, the Contractor does not warrant:
Revenue growth
Occupancy rates
Number of reservations
Guest review ratings
Search engine rankings
Business performance or financial results
Decisions made by the Client
Services provided by third parties
27. Liability
The Contractor shall be liable in accordance with applicable law for damages caused intentionally or through gross negligence.
To the extent permitted by law, liability for damages caused by ordinary negligence shall be limited, for each individual incident, to the amount of one monthly service fee, but in any event shall not exceed CHF 300.00.
Any further liability is excluded to the maximum extent permitted by law.
In particular, the Contractor shall not be liable for:
Loss of profits
Loss of revenue
Loss of bookings
Damage to reputation
Indirect damages
Consequential damages
Loss of data
Business interruptions
Loss of business opportunities
Claims by third parties
Contractual penalties owed to third parties
Failures of third-party providers
The Contractor shall also not be liable for damages resulting from inaccurate, incomplete, or delayed information provided by the Client.
The Client undertakes to maintain adequate insurance coverage appropriate to its business operations.
28. Indemnification
The Client shall indemnify and hold harmless the Contractor against all claims brought by third parties arising from information, instructions, data, or decisions provided by the Client.
This applies in particular to claims brought by:
Guests
Business partners
Platform operators
Government authorities
Suppliers
The indemnification also includes reasonable legal defense costs.
29. Intellectual Property
Unless otherwise agreed in writing, all intellectual property rights and ownership of work products created by the Contractor shall remain exclusively with the Contractor.
This includes, but is not limited to:
Business processes
Standard Operating Procedures (SOPs)
Workflows
Telephone scripts
Knowledge databases
Automations
AI agents
AI prompts
Training materials
Documentation
Checklists
Templates
Concepts
Software developments
The Client is granted only the right to use these materials for the purposes of the agreed contractual relationship.
Any transfer to third parties or commercial exploitation requires the Contractor's prior written consent.
30. References
The Contractor is entitled to identify the Client as a reference by using the Client's company name and logo.
This includes use on:
The Contractor's website
Presentations
Sales and proposal documents
Social media channels
Reference lists
The Client may object to such use at any time by providing written notice.
The Contractor may also use anonymized case studies and statistical analyses, provided that no confidential information is disclosed.
31. Non-Solicitation
The Client agrees that, during the term of this Agreement and for twelve (12) months following its termination, it shall not, directly or indirectly, solicit, recruit, employ, engage, or otherwise retain any employee or regularly assigned subcontractor of the Contractor without the Contractor's prior written consent.
If the Client breaches this provision, it shall be liable to pay an appropriate contractual penalty. The Contractor reserves the right to claim additional damages exceeding the contractual penalty where applicable.
32. Complaints and Claims
The Client shall inspect all services promptly upon their completion.
Any complaints or claims regarding the services provided must be submitted to the Contractor in writing within ten (10) calendar days after becoming aware of the issue giving rise to the complaint.
If no complaint is submitted within this period, the services shall be deemed accepted and approved.
The existence of defects shall not entitle the Client to withhold any payments that have become due.
In all cases, the Contractor shall first be given a reasonable opportunity to remedy any deficiencies.
33. Communication
The parties shall primarily communicate electronically.
The following communication methods shall be considered legally valid:
Email
Electronically signed documents
Contractually agreed project platforms
Agreed ticketing systems
Communications shall be deemed received once they have been sent to the most recently provided email address or through the agreed communication channel.
Each party is responsible for informing the other party without undue delay of any changes to its contact details.
34. Electronic Signatures
Electronic signatures and digitally executed agreements shall, to the extent permitted by applicable law, have the same legal effect as handwritten signatures.
This applies in particular to documents executed through recognized electronic signature providers.
35. Amendments to the General Terms and Conditions
The Contractor reserves the right to amend these General Terms and Conditions where there are legitimate reasons for doing so.
Legitimate reasons include, but are not limited to:
Changes in applicable laws
Changes in court decisions or legal interpretations
Technical developments
Expansion or modification of services
Changes in data protection regulations
Adjustments to internal business operations
The Client shall be informed of any amendments at least thirty (30) calendar days before they become effective.
If the Client does not object within this period and continues to use the services after the amendments take effect, the revised Terms and Conditions shall be deemed accepted.
If an amendment materially affects the Client's contractual rights or results in significant disadvantages, the Client shall have the right to terminate the Agreement with effect from the date the amendment becomes effective.
36. Compliance
Both parties undertake to comply with all applicable laws, regulations, and governmental requirements.
In particular, both parties agree to comply with all applicable laws relating to:
Data protection
Anti-corruption
Anti-money laundering
Competition law
Export control and sanctions regulations, where applicable to the contractual relationship
37. Insurance
The Client is solely responsible for maintaining adequate insurance coverage appropriate to its business operations.
This may include, but is not limited to:
Commercial general liability insurance
Cyber insurance (where desired)
Insurance covering hardware and software used in the business
Any other insurance reasonably required for the Client's business activities
Reception Remote is under no obligation to obtain insurance coverage on behalf of the Client.
38. Governing Language
These General Terms and Conditions have been drafted in the German language.
Translations into other languages are provided for informational purposes only.
In the event of any discrepancy, inconsistency, or question of interpretation, the German version shall prevail.
39. Assignment
The Client may assign or transfer its rights or obligations under the contractual relationship to a third party only with the Contractor's prior written consent.
The Contractor may assign or transfer its rights and obligations in connection with a corporate succession, restructuring, or transfer of its business operations to an affiliated company, provided that the legitimate interests of the Client are not unreasonably affected.
40. Severability
If any provision of these General Terms and Conditions is found to be wholly or partially invalid, void, or unenforceable, the validity and enforceability of the remaining provisions shall remain unaffected.
The parties agree to replace the invalid or unenforceable provision with a valid provision that most closely reflects the economic purpose and intent of the original provision.
The same shall apply to any contractual gaps or omissions.
41. Governing Law and Jurisdiction
These General Terms and Conditions shall be governed exclusively by the substantive laws of Switzerland, excluding the conflict of law rules of private international law and the United Nations Convention on Contracts for the International Sale of Goods (CISG).
The exclusive place of jurisdiction for all disputes arising out of or in connection with these General Terms and Conditions or any contractual relationship between the parties shall be Brig (VS), Switzerland, unless mandatory statutory provisions require otherwise.
42. Entry into Force
These General Terms and Conditions shall enter into force on 1 July 2026 and replace all previous versions.
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