Terms of Service

1. About these Terms

1.1 These Terms of Service ("Terms") are an agreement between HAPR PTE. LTD., a company incorporated in Singapore (UEN 202439380K) ("HAPR", "we", "us"), and the person or organisation that creates an account or uses our services ("you"). They cover the website at www.thehapr.com, the platform at app.thehapr.com, GAMEPLAN, HAPR Hotel Sourcing and any related apps, websites and support (the "Services").

1.2 You accept these Terms when you create an account, buy a plan or credits, or use the Services. If you act for an organisation, you confirm you are authorised to bind it, and "you" means that organisation.

1.3 The Services are for business use. You must be at least 18 years old to create an account.

1.4 The following form part of these Terms: the Fair Use Policy, the Privacy Statement, our Data Processing Addendum, available on request from [email protected] and the plans, prices and allowances shown on our pricing page or in the app when you buy. If documents conflict, this order applies: a signed order form or licence agreement with HAPR, then the Data Processing Addendum (for personal data only), then these Terms, then the policies, then the pricing page.

2. Your account and users

2.1 You must give accurate information when you sign up and keep it up to date.

2.2 You are responsible for everything done under your account, including by people you invite. Keep sign-in details secure and tell us promptly at [email protected] if you suspect unauthorised use.

2.3 Each plan includes a number of users. The account owner and billing administrators manage users, billing and plan changes. Extra users can be added with HAPR credits.

2.4 An account belongs to the organisation that holds it and may not be shared with unrelated organisations. A separate partner agreement is required to resell HAPR access, offer HAPR as a white labelled platform, or provide clients with dedicated workspaces or accounts. Managing client events or hotel programmes through your own team does not, by itself, require a partner agreement.

3. Plans and allowances

3.1 We offer a Free Plan, paid plans (currently GAMEPLAN Starter and GAMEPLAN Pro) and Enterprise licences. Each plan's allowances, such as events a year, attendees per event, users, included HAPR credits and included features, are those shown on the pricing page or in the app when you subscribe or renew.

3.2 On annual billing, the year's allowances are available from the start of the plan year. On monthly billing, events are released over the plan year and included HAPR credits are added each paid month. Unused events and included credits carry forward to your plan anniversary while your paid plan stays active.

3.3 We may change the Free Plan's allowances or features, or withdraw it, with at least 14 days' notice.

3.4 Enterprise licences are governed by their own order form or licence agreement.

4. Prices and taxes

4.1 Prices are in US dollars (USD) unless your order form says otherwise.

4.2 Prices exclude taxes. Any goods and services tax, value added tax or similar tax is added at checkout based on your billing details and shown on your invoice. If you give a valid tax registration number, tax is applied in line with the law of your location.

4.3 We may change prices with at least 14 days' notice by email or in the app. A new price applies from your next renewal. If you do not accept it, you can cancel before the renewal date.

5. Billing and automatic renewal

5.1 Payments are processed by our payment provider, Stripe. You authorise us to charge your saved payment method for your subscription, credit purchases and any automatic top-ups you have switched on.

5.2 Paid plans are billed in advance, monthly or annually as you choose. Your plan renews automatically at the end of each billing period, at the price then in force, until you cancel.

5.3 Receipts and invoices are sent by email and available on the Billing page.

6. Failed payments

6.1 If a renewal payment fails, we will tell the account owner and our payment provider will retry the charge.

6.2 If payment has not been made 7 days after it first failed, your account becomes read-only until it is paid. You can still sign in, see your data and pay. If the subscription ends after the final retry, your account moves to the Free Plan and section 11 applies. Nothing in your account is deleted because of a failed payment.

7. HAPR credits

7.1 HAPR credits are units for using credit-metered features, such as destination pricing, AI insights, property searches, properties invited to an RFP, event websites, attendee web apps, extra events, extra attendees and extra users. The number of credits each action uses is shown in the app before you confirm it and on the pricing page.

7.2 Credits included with your plan and credits you buy form one balance for your organisation. Included credits are used first.

7.3 Credits are not money. They have no cash value, cannot be exchanged for money, and cannot be transferred to another account.

7.4 Included credits carry forward to your plan anniversary and expire at that anniversary, or when your paid plan ends, whichever comes first. Purchased credits expire 12 months after purchase, including if you cancel your paid plan.

7.5 We notify the account owner when 80% and 100% of available credits have been used. When the balance reaches zero, credit-metered actions pause until credits are added or your next monthly credits arrive. Nothing is deleted, and new registrations are held until credits are available.

7.6 If an action fails completely, its credits are returned to your balance automatically. An action that returns a partial result, or a search that finds no results, uses its credits.

8. Events and attendees

8.1 An event counts towards your plan's event allowance once it becomes active, which is when the first person registers through a public registration form or you send the first registration invitation. Drafts, imports and preparation before that point do not count. An event cancelled before it becomes active does not count.

8.2 Attendee use for an event is the highest number of confirmed registrations reached for that event. Replacing one attendee with another does not increase it. Attendees above your plan's per-event limit use HAPR credits.

8.3 Events above your plan's yearly allowance use HAPR credits at the rate shown on the pricing page.

9. Automatic top-up

9.1 Automatic top-up is off unless you switch it on in Billing. When on, we charge your saved card for the credit pack you choose whenever your balance falls below the level you set, up to the monthly limit you set.

9.2 You can change or switch off automatic top-up, or remove the card, at any time. Credits bought by automatic top-up are purchased credits under section 7.

10. Upgrades, downgrades and switching billing

10.1 You can upgrade at any time. The upgrade takes effect immediately and the charge is prorated for the rest of your billing period.

10.2 A downgrade takes effect at the end of your current paid period.

10.3 If you switch from monthly to annual billing, your remaining yearly events and included credits become available immediately, and eligible payments already made are credited towards the annual charge.

11. Cancellation

11.1 You can cancel a paid plan at any time on the Billing page. Your plan stays active until the end of the period you have paid for, then your account moves to the Free Plan.

11.2 After that, your events and data stay available within the Free Plan's limits. Events above those limits can be kept live with HAPR credits at the rate shown on the pricing page; otherwise they become read-only. Moving back to a paid plan reopens them.

11.3 Included credits expire when the paid plan ends (section 7.4). Purchased credits remain valid for 12 months from purchase.

11.4 If you resubscribe in the same plan year, the months you already paid for count towards that year, but expired included credits are not reinstated.

12. Refunds

12.1 Subscription fees and credit purchases are non-refundable, except where these Terms say otherwise, where the law requires a refund, or where HAPR agrees in writing.

12.2 If you believe you were charged in error, contact us within 30 days of the charge through the Billing page or at [email protected].

13. Acceptable use

13.1 You must use the Services lawfully and in line with the Fair Use Policy. In particular, you must not:

• use automated scripts, scraping or bulk downloading, or place an unreasonable load on the Services;
• export, resell or reuse hotel and supplier contact details outside the RFP they were shown for;
• send invitations or RFPs that are not genuine requests for a real event or programme;
• upload content you have no right to use, or that is unlawful, harmful or infringing;
• try to get around plan limits, credit charges or security controls.

14. Your data and your attendees' data

14.1 You own the data you and your users put into the Services, including attendee, traveller, registration and supplier response data ("Customer Data").

14.2 For personal data in Customer Data, you are the data controller and HAPR processes it on your behalf, as set out in our Data Processing Addendum, available on request from [email protected]. You are responsible for having a lawful basis and giving any notices needed to collect it, including passport and travel document details.

14.3 We use Customer Data only to provide, secure and support the Services, and as described in the Privacy Statement. We do not sell it.

14.4 We keep and delete Customer Data on the schedule in the Privacy Statement, whether or not your account stays open. In particular, attendee profiles are anonymised 90 days after the event ends, and passport and ID scans are deleted 30 days after the event ends. Export anything you need to keep before then. Different periods can be agreed in an Enterprise order form.

14.5 You can export your data and delete your account from the app. A deletion takes effect 14 days after you ask, and you can cancel it until then. Billing records are kept as long as tax law requires, and the record of your acceptance of these Terms is kept as described in the Privacy Statement.

14.6 We use the service providers listed on our Sub-processors page. Customer Data is stored in the European Union (Frankfurt, Germany).

15. AI features and third-party information

15.1 Some features use AI or third-party sources, including destination price estimates, AI insights and recommendations, passport and ID scanning, flight status and hotel information. Results can be incomplete or wrong. Check them before relying on them, especially names and document details used for visas and travel bookings.

15.2 Prices, rates and availability shown from third-party sources are estimates, not offers. Contracts with hotels, venues and other suppliers are between you and that supplier; HAPR is not a party to them.

15.3 Search results, rankings and proposal comparisons are not influenced by supplier payments. Any sponsored content is clearly labelled.

16. Intellectual property

16.1 HAPR and its licensors own the Services, including the software, designs, content and trade marks. We grant you a non-exclusive, non-transferable right to use the Services under these Terms while your account is active.

16.2 If you send us feedback or suggestions, we may use them without obligation to you.

17. Availability and support

17.1 We aim to keep the Services available and will try to give notice of planned maintenance. Support is provided as described for your plan on the pricing page. Enterprise service levels are set in the licence agreement.

18. Disclaimer

18.1 Except as expressly stated in these Terms, the Services are provided "as is" and "as available", and to the extent the law allows we give no other warranties, including that the Services will be uninterrupted or error-free.

19. Limitation of liability

19.1 Nothing in these Terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or fraud.

19.2 Neither party is liable for indirect or consequential loss, or for loss of profit, revenue, goodwill or data.

19.3 HAPR's total liability under these Terms in any 12-month period is limited to the fees you paid HAPR in that period, or USD 100 if you use only the Free Plan.

20. Your responsibility to us

20.1 You will compensate HAPR for losses arising from a claim by a third party that your Customer Data, or your use of the Services in breach of these Terms, infringes their rights or breaks the law.

21. Suspension and termination

21.1 We may limit or suspend features where use breaches these Terms or the Fair Use Policy, or puts the Services, other customers or suppliers at risk. We will normally contact the account owner first and give a reasonable chance to fix the issue, unless urgent action is needed.

21.2 You can close your account at any time. We may end these Terms for serious or repeated breach after notice. Sections 7.3, 12, 14, 16, 19, 20 and 22 survive termination.

22. Governing law and disputes

22.1 These Terms are governed by the laws of Singapore.

22.2 Any dispute arising from these Terms will be resolved by the courts of Singapore, and both parties submit to their exclusive jurisdiction.

23. Changes to these Terms

23.1 We may update these Terms. For material changes we will give at least 14 days' notice by email or in the app before they take effect. If you do not agree, you can cancel before the change takes effect; continuing to use the Services afterwards means you accept the updated Terms.

24. General

24.1 You may not transfer your account or these Terms without our consent. We may transfer them to a successor of our business.

24.2 If any part of these Terms is unenforceable, the rest continues in effect. A failure to enforce a right is not a waiver of it.

24.3 These Terms, with the documents in section 1.4, are the whole agreement between us about the Services.

25. Contact

HAPR PTE. LTD., 12 Woodlands Square #13-79, Singapore 737715. Email [email protected].