Service Delivery Policy

1. Nature of Services

HouseManager provides cloud-based property management software designed to synchronize reservations, availability, and rates across multiple Online Travel Agencies (OTAs).

No physical products are shipped. All services are delivered digitally through secure online access.

2. Service Activation

Immediate Activation: Once your subscription payment is successfully processed via a licensed Sri Lankan Internet Payment Gateways, your account is automatically activated.

Access Credentials: Login credentials and account details are sent to your registered email address within 1–2 hours of payment confirmation.

Manual Onboarding (if required): For premium or enterprise customers, a dedicated account manager may contact you within 24–48 hours to assist with setup, integrations, and staff training.

3. Delivery Timeline

Basic & Standard Packages: Activated instantly upon payment confirmation.

Professional, Business & Enterprise Packages: May require setup and OTA integrations, typically completed within 1–3 business days.

Renewals: Subscription renewals may occur in two ways:

Automatic Renewal – If you have enabled recurring payments with your selected payment gateway, your subscription will renew automatically at the end of each billing cycle.
Manual Renewal – If you have not opted for auto-renewal, a payment link will be sent to your registered email address each month (or billing cycle). Your subscription will remain active only upon successful payment through this link.

4. Customer Responsibilities

To ensure smooth service delivery, customers are responsible for:

Providing accurate registration information (name, business name, email, contact number).
Maintaining a valid and accessible email address for communication.
Ensuring stable internet connectivity and compatible devices to access the software.
Granting proper authorization for OTA integrations (Booking.com, Agoda, Expedia, etc.).

5. Service Usage

Services are delivered exclusively through HouseManager's secure online platform.

Access is restricted to authorized users with valid login credentials.

Customers may manage multiple properties depending on their subscription package.

6. Service Renewals & Upgrades

Automatic Renewal: If opted in, subscription fees will be billed automatically at the start of each billing cycle.

Payment Link Renewal: If automatic renewal is not enabled, customers will receive a payment link by email for each billing cycle. Payment must be made promptly to continue uninterrupted access.

Upgrades/Downgrades: Customers may upgrade or downgrade their plan at any time. Changes will be effective in the next billing cycle.

7. Support & Assistance

24/7 Online Support: All customers receive access to support via email and live chat.

Priority Support: Standard and higher packages include priority response times.

Dedicated Account Manager: Business and Enterprise clients receive personalized onboarding and support.

8. Non-Delivery Circumstances

Service delivery may be delayed or denied in the following cases:

Inaccurate or incomplete customer information.
Failed or delayed payment confirmation from the payment gateway.
Failure to complete manual payment link transactions on time.
Unforeseen technical or system outages (in such cases, HouseManager will promptly notify affected customers and resolve the issue).

9. Confirmation of Delivery

Delivery is deemed completed when account access credentials have been sent to the registered email address and the software is accessible.

Customers are responsible for checking their inbox (and spam/junk folders) after payment.

10. Governing Law

This Service Delivery Policy is governed by the laws of Sri Lanka. Any disputes arising under this policy shall fall under the exclusive jurisdiction of the courts of Colombo, Sri Lanka.