Terms & Conditions

I.Acceptance and scope

These Terms and Conditions (the “Terms”) govern access to and use of the Dr. Alfred platform, including its web app, mobile apps, conversational assistant, messaging channels and other features (the “Platform”), by guests, visitors and any other person who uses it (the “User”).

By accessing, registering for or using the Platform, the User confirms that they have read, understood and accepted these Terms and the Privacy Notice. If you do not agree, please do not use the Platform. Acceptance is given electronically under Articles 1803 and 1834 bis of the Mexican Federal Civil Code and Articles 89 et seq. of the Mexican Commerce Code.

The commercial relationship between The Light Society and each hotel is governed by a separate services agreement; these Terms apply only to end Users.

II.Who we are

Referred to as “The Light Society”, “Dr. Alfred”, “we”, “us” or “our”.

III.Definitions

• Hotel: the lodging establishment, chain, resort, vacation club or operator that licenses the Platform and makes it available to its guests, under its own brand or the Dr. Alfred brand.
• Hotel Services: accommodation, food and beverage, spa, experiences, transportation, amenities and any other goods or services offered by the Hotel or by third parties through the Platform.
• Assistant: the AI-powered digital concierge and automated response features.
• User Content: messages, requests, reviews, photos, preferences and any other information the User submits through the Platform.

IV.White-label platform

Dr. Alfred is a technology solution that hotels may present under their own name, logo and design. The User may therefore interact with the Platform without seeing the Dr. Alfred brand.

Any booking, order or purchase of Hotel Services creates a direct relationship between the User and the Hotel (or the third party providing the service). The Light Society is not a party to that relationship, without prejudice to its obligations regarding the operation of the Platform.

The Hotel may set additional conditions (house rules, cancellation policies, service hours), which prevail with respect to the Hotel Services.

V.Access and account

• Access may be granted by link, QR code, room number, booking details, email, phone number or any other method enabled by the Hotel.
• Users must be of legal age and have legal capacity to contract. Minors may use the Platform only under the supervision and responsibility of a parent or legal guardian, who assumes the obligations arising from such use.
• The User is responsible for the accuracy of the information provided and for keeping credentials and access codes confidential. All activity carried out with them is presumed to be the User’s.
• Access may be limited to the length of stay or to any period set by the Hotel.

VI.Acceptable use

The User agrees to use the Platform lawfully, in good faith and in accordance with these Terms. The following are prohibited:

• Impersonating another person or providing false information.
• Submitting unlawful, offensive, discriminatory, defamatory, sexual or violent content, or content that infringes third-party rights.
• Harassing, threatening or insulting Hotel staff or other Users.
• Placing fraudulent bookings or orders, or charging a room or account that does not belong to the User.
• Attempting unauthorized access to systems, accounts or data; reverse engineering; introducing malicious code; or extracting data through scraping or automated means.
• Manipulating the Assistant to bypass its safeguards or for unlawful purposes.
• Using the Platform for unauthorized commercial purposes.

VII.AI Assistant

The Platform includes an AI-powered Assistant that answers questions, suggests experiences and routes requests to Hotel staff. The User acknowledges that:

• Responses are generated automatically and may contain errors, omissions or outdated information. Official information on prices, schedules, availability and policies is that confirmed by the Hotel.
• A request is accepted only once the Platform or the Hotel expressly confirms it.
• Some conversations may be handled or reviewed by Hotel staff.

VIII.Bookings, orders and payments

• Prices. Prices are set by the Hotel and shown in the stated currency, including taxes unless otherwise indicated. Any additional charges (gratuities, service charges, in-room delivery) are disclosed before confirmation.
• Payment processing. Card payments are processed by PCI-DSS certified providers (such as Stripe). The Light Society does not store full card details.
• Room charges. Where the Hotel allows it, purchases may be charged to the room folio and settled under the Hotel’s policies.
• Cancellations and refunds. These are governed by the Hotel’s policies, disclosed before purchase. Requests must be addressed to the Hotel; the Platform may help route them.
• Invoicing. Tax invoices (CFDI) for Hotel Services are issued by the Hotel.
• Consumer rights. Nothing in these Terms limits the User’s rights under the Mexican Federal Consumer Protection Law, including the right to file a complaint with PROFECO.

IX.Communications

By using the Platform, the User agrees to receive operational communications related to their stay and requests (confirmations, notices, replies) through the Platform, email, SMS, WhatsApp or push notifications.

Promotional communications are sent only where the User has consented, and the User may opt out at any time through the unsubscribe link, by replying “STOP”, or by contacting the Hotel or us. Use of WhatsApp is also subject to Meta Platforms’ terms.

X.User Content

The User retains ownership of their Content. By submitting it, the User grants The Light Society and the Hotel a non-exclusive, royalty-free, worldwide license, for as long as necessary, to store, process and use it to provide and improve the services. Reviews and ratings may be displayed by the Hotel as disclosed at the time of submission.

The User represents that they hold the rights to the Content they submit and that it does not infringe third-party rights. We may remove content that breaches these Terms.

XI.Intellectual property

The software, code, design, interfaces, databases, texts, models, workflows and the Dr. Alfred brand are owned by The Light Society or its licensors and are protected by Mexican copyright and industrial property laws and applicable international treaties. The Hotel’s trademarks, logos and content belong to the Hotel.

The User is granted a limited, revocable, non-exclusive, non-transferable license to use the Platform for personal purposes in accordance with these Terms. Any other use requires prior written authorization.

XII.Third-party services

The Platform may integrate third-party services (payment processors, messaging, maps, experience and transportation providers, property management systems, among others). Those services are governed by their own terms, and The Light Society is not responsible for their content, availability or practices.

XIII.Availability and changes

We strive to keep the Platform continuously available but do not guarantee uninterrupted or error-free operation. We may carry out maintenance or updates, or modify, suspend or discontinue features. Available features depend on each Hotel’s configuration.

XIV.Limitation of liability

To the fullest extent permitted by applicable law, and without prejudice to non-waivable consumer rights:

• The Platform is provided “as is” and “as available”.
• The Light Society is not liable for Hotel Services or third-party services, including their quality, performance, safety or pricing.
• We are not liable for damages arising from Assistant-generated information not confirmed by the Hotel, misuse of the Platform, acts of God or force majeure, connectivity failures or third-party services.
• We are not liable for indirect damages, lost profits or loss of opportunity, except in cases of willful misconduct or gross negligence.

XV.Indemnification

The User agrees to hold harmless and indemnify The Light Society, the Hotel and their respective officers, employees and providers from any claim, damage or expense (including reasonable attorneys’ fees) arising from a breach of these Terms, unlawful use of the Platform or infringement of third-party rights.

XVI.Suspension and termination

We may suspend or terminate a User’s access, without liability, if the User breaches these Terms, if fraud or misuse is reasonably suspected, if the Hotel requests it or if a competent authority requires it. Access also ends when the stay ends or at the end of the period set by the Hotel. Provisions that by their nature should survive will remain in effect.

XVII.Privacy

The processing of personal data is governed by the Dr. Alfred Privacy Notice and, where applicable, by the Hotel’s privacy notice, in accordance with Mexico’s Federal Law on the Protection of Personal Data Held by Private Parties.

XVIII.Changes to these Terms

We may amend these Terms at any time. The current version will always be available on the Platform with its last-updated date. Where changes are material, we will give notice by reasonable means. Continued use of the Platform after publication constitutes acceptance of the new version.

XIX.Governing law and jurisdiction

These Terms are governed by the federal laws of the United Mexican States. For their interpretation and enforcement, the parties submit to the competent courts of Cancún, Quintana Roo, waiving any other jurisdiction that may apply by reason of present or future domicile, without prejudice to the administrative authority of the Federal Consumer Protection Agency (PROFECO).

If any provision is held invalid, the remaining provisions remain in effect. In case of any discrepancy between language versions, the Spanish version prevails.

XX.Contact

For questions about these Terms:

For matters relating to your stay, bookings, orders, charges or refunds, please contact the Hotel directly.