Terms & Conditions

Last updated: 25 May 2026

These Terms & Conditions (the "Terms") form a binding agreement between you and GoodDogLabs Ltd. ("WelcomeDesk", "we", "us") governing your access to and use of the WelcomeDesk visitor management service and any associated websites, applications, APIs, integrations, mobile experiences and content (the "Service"). By creating a WelcomeDesk account, clicking Sign Up, signing in, or otherwise using the Service, you agree to these Terms. If you do not agree, do not use the Service.

1. Your account

To use the Service you must create an account and provide accurate, complete information. You are responsible for all activity on your account, for keeping login credentials confidential, and for ensuring everyone you grant access to (employees, contractors, receptionists, mailroom staff and admins) complies with these Terms. You must be at least 18 years old and authorised to bind your organisation to this agreement.

WelcomeDesk is a business product. If you sign up on behalf of an organisation, you represent that you have authority to bind that organisation, and references to "you" include that organisation.

2. Trials and subscriptions

We offer a 14-day free trial with full Business-plan access. At the end of the trial your workspace will be downgraded unless you start a paid subscription. Paid plans are offered as a monthly subscription on the Starter or Business tier, plus optional add-ons (Capacity, Communications, ID verification, migration). Plans and add-ons are described on our pricing page and may be updated from time to time; the version in effect at the start of each billing period applies to that period.

3. Billing, taxes and renewals

• Renewal. Subscriptions renew automatically each month until cancelled. You authorise us, via our payment processor (Stripe), to charge your chosen payment method on each renewal date.
• Usage-billed items. ID verification scans, overage SMS messages and similar usage-billed items are charged at the rates shown in the Service. We pass these through at or near our supplier cost.
• Taxes. Prices exclude applicable sales tax, use tax, and similar charges, which we will add where required by law.
• Refunds. Fees are non-refundable except where required by applicable law. If you cancel mid-cycle you retain access until the end of the paid period.
• Failed payment. If a payment fails we may suspend or downgrade your workspace after providing at least five (5) days' written notice.
• Price changes. We may change prices on at least thirty (30) days' written notice. The change applies to the next renewal after the notice period expires. If you do not wish to continue at the new price, you may cancel before the next renewal date.

4. Your data and visitor data

You retain all rights in the data you, your staff and your visitors submit to the Service ("Customer Data"), including visitor records, photos, signatures, NDAs, mailroom logs, and audit events. You grant WelcomeDesk a worldwide, non-exclusive licence to host, process, transmit, display and create backups of Customer Data solely to provide and improve the Service, to enforce these Terms, and to comply with applicable law.

Controller and service provider

As between the parties, you are the controller and business under applicable US privacy laws (including the California Consumer Privacy Act, as amended by the California Privacy Rights Act ("CCPA/CPRA"), and equivalent state laws) of personal data you collect through the Service, including visitor personal data. WelcomeDesk acts as your service provider and processor on your documented instructions. WelcomeDesk will not:

• sell or share Customer Data (as those terms are defined under CCPA/CPRA) to or with any third party;
• retain, use, or disclose Customer Data for any purpose other than performing services under these Terms, including for WelcomeDesk's own commercial purposes; or
• combine Customer Data with personal information received from other sources, except as permitted under applicable law.

Your responsibilities

You are responsible for: providing any required notices to visitors and staff; obtaining any required consents; configuring retention and screening settings appropriately; and complying with all applicable laws when using the Service, including state privacy laws applicable to your business.

Data retention

We apply the following default retention periods to Customer Data during the subscription term:

You may adjust configurable retention periods from within the Service settings. We will delete Customer Data that exceeds the applicable retention period on a rolling basis.

Security

We will apply reasonable administrative, technical and physical safeguards appropriate to the nature and sensitivity of Customer Data and will not sell it.

Security incidents

In the event of a confirmed security incident affecting Customer Data, we will notify you without undue delay and in any event within forty-eight (48) hours of confirming the incident. Notice will include: the nature and scope of the incident; the categories and approximate volume of Customer Data affected; the measures we have taken or propose to take to address the incident; and a point of contact for further information. We will cooperate with your reasonable requests in connection with your obligations under applicable breach notification laws.

Children's data

You must not submit personal data relating to any individual under the age of 13 ("Children's Data") without verifiable parental or guardian consent as required by the Children's Online Privacy Protection Act ("COPPA") and applicable state law. If we discover that Children's Data has been submitted without the required consent, we will promptly delete that data and notify you within forty-eight (48) hours of discovery.

Post-termination

On termination we will, on written request made within thirty (30) days of the termination date, return or delete Customer Data, except as we are required to retain it by law or in backup systems subject to our normal rotation schedule (not to exceed ninety (90) days). We will confirm in writing when deletion is complete.

Data Processing Addendum

A Data Processing Addendum ("DPA") incorporating CCPA/CPRA service provider requirements and applicable state privacy law obligations is available on request from support@welcomedesk.io and is incorporated into these Terms by reference. To the extent of any conflict between the DPA and these Terms with respect to the processing of personal data, the DPA governs.

5. Privacy

Our handling of personal data is described in our Privacy Notice (provided on request and on our website). By using the Service you acknowledge that personal data may be transferred to and processed in countries other than your own, subject to appropriate safeguards.

6. Acceptable use

You agree not to, and not to allow any user to:

• use the Service to violate any law, court order or regulation;
• upload malicious code, attempt to gain unauthorised access, probe or scan for vulnerabilities, or disrupt the Service or other customers' use of it;
• reverse engineer, decompile, or attempt to extract source code, except where this right cannot be excluded under applicable law;
• resell, sublicense or use the Service to operate a competing visitor management product;
• use the Service to send unsolicited communications, spam, or to harass any person;
• submit Children's Data without verifiable parental or guardian consent as required by COPPA and applicable state law;
• use the Service in any safety-critical environment where failure could lead to death, personal injury, or severe environmental or property damage; or
• use the Service if you are a Covered Entity or Business Associate as defined under the Health Insurance Portability and Accountability Act of 1996 ("HIPAA"), unless you have entered into a separate Business Associate Agreement with WelcomeDesk. WelcomeDesk does not offer a Business Associate Agreement as a standard feature of the Service. If you are a HIPAA Covered Entity or Business Associate, you must not use the Service to create, receive, maintain, or transmit Protected Health Information.

Suspension

We may suspend access to the Service immediately, without prior notice, only in the following circumstances: (a) a confirmed security incident requiring containment; (b) an invoice that remains unpaid thirty (30) or more days after the due date; (c) confirmed and documented abuse of the Service causing harm to WelcomeDesk or other customers; or (d) compliance with a binding legal order. In all other cases we will provide at least five (5) business days' notice before suspending access. Where practicable, we will limit suspension to the affected workspace or feature rather than the entire Service.

Notice and restoration

We will notify you by email as soon as practicable after any suspension, stating the reason and the steps required to restore access. If we determine that a suspension was made in error, we will restore access within twenty-four (24) hours of that determination. Suspension that continues for more than sixty (60) days without resolution shall be treated as a termination for convenience by WelcomeDesk under Clause 14, and you will receive a pro-rated refund of prepaid fees for the unused period.

7. Availability and support

Uptime commitment

WelcomeDesk targets the following monthly uptime levels:

"Monthly uptime" means the percentage of total minutes in a calendar month during which the Service is available, excluding Scheduled Maintenance, third-party service failures, and Customer-caused outages.

Scheduled maintenance

We will provide at least forty-eight (48) hours' advance notice of scheduled maintenance that is reasonably expected to cause downtime exceeding fifteen (15) minutes, and will schedule such maintenance outside of peak business hours (9 am to 6 pm local time at your primary location) where practicable.

Service credits

If monthly uptime falls below the applicable target, you may request a service credit equal to 10% of your monthly subscription fee for each full hour of excess downtime, up to a maximum of one (1) month's subscription fee in any calendar month. Service credits are your sole and exclusive remedy for downtime. To receive a credit you must submit a written request within thirty (30) days of the end of the affected month. Credits will be applied to your next invoice.

Support

Standard support is provided in-app through the support ticket system. We use commercially reasonable efforts to respond during business hours (Monday to Friday, 9 am to 6 pm Eastern Time, excluding US public holidays).

Force majeure and third-party outages

Downtime caused by events beyond our reasonable control, including failures of third-party infrastructure providers (such as cloud hosting, telecom, or internet service providers), is excluded from uptime calculations.

8. Third-party services

The Service integrates with third-party providers (including Stripe for payments, Twilio for SMS, Slack and Microsoft for chat, Google and Microsoft for calendar, Veriff for ID verification, WorkOS for SSO, Brevo for email and live chat, and others as described in the Service). Your use of those services is also subject to the terms and privacy policies of those providers. We are not responsible for the acts or omissions of third-party providers.

9. Intellectual property

The Service, including all software, designs, text, graphics, logos, and the WelcomeDesk and GoodDogLabs names and marks, is owned by WelcomeDesk and its licensors. Subject to your compliance with these Terms, we grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Service for your internal business purposes during your subscription term.

Feedback

If you provide feedback, suggestions, or ideas regarding the Service ("Feedback"), you grant WelcomeDesk a perpetual, worldwide, royalty-free licence to use that Feedback solely to improve and operate the Service. WelcomeDesk does not acquire ownership of any intellectual property you hold through the submission of Feedback, and Feedback does not constitute a work-for-hire. You are not required to provide Feedback and will receive no compensation for it.

10. Confidentiality

Each party will protect the other's confidential information with at least the same care it uses for its own confidential information and at least a reasonable standard of care, and will use it only to perform under these Terms. Confidential information does not include information that is or becomes public without breach, is rightfully received from a third party without confidentiality obligations, or is independently developed.

11. Disclaimers

To the maximum extent permitted by law, the Service is provided "as is" and "as available". WelcomeDesk disclaims all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, title, and non-infringement. We do not warrant that the Service will meet your requirements, that defects will be corrected, or that it will be free from viruses or other harmful components. The Service is not a substitute for legal, security, safety, fire-life-safety or compliance advice or systems.

12. Limitation of liability

Exclusion of consequential damages

To the maximum extent permitted by applicable law, neither party will be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, or for lost profits, lost revenue, lost goodwill, or loss of data, arising out of or in connection with these Terms or the Service, even if advised of the possibility of such damages.

Aggregate cap

Each party's total aggregate liability arising out of or relating to these Terms will not exceed the greater of:

• (a) the total fees you paid to WelcomeDesk for the Service in the twelve (12) months immediately preceding the event giving rise to the claim; or
• (b) ten thousand US dollars (US$10,000).

Carve-outs

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for: death or personal injury caused by a party's negligence; fraud or fraudulent misrepresentation; or wilful misconduct.

Basis of the bargain

The parties acknowledge that the limitations of liability in this clause reflect a reasonable allocation of risk and are an essential element of the basis of the bargain between the parties. WelcomeDesk would not have entered into these Terms without these limitations.

13. Indemnity

Customer indemnity

You will defend, indemnify and hold harmless WelcomeDesk and its affiliates, officers, directors, employees and agents from and against any third-party claim, loss, damage, or expense (including reasonable attorneys' fees) arising out of: (a) Customer Data; (b) your use of the Service in breach of these Terms or applicable law; (c) your failure to provide required notices or obtain required consents from visitors or staff; or (d) your use of the Service in violation of HIPAA if you are a Covered Entity or Business Associate.

WelcomeDesk indemnity

WelcomeDesk will defend, indemnify and hold harmless you and your affiliates, officers, directors, employees and agents from and against any third-party claim, loss, damage, or expense (including reasonable attorneys' fees) arising out of: (a) any allegation that the Service, as provided by WelcomeDesk and used in accordance with these Terms, infringes any US patent, copyright, trademark, or trade secret of a third party; or (b) WelcomeDesk's gross negligence or wilful misconduct in connection with the Service.

Indemnification procedure

The indemnified party must: (i) promptly notify the indemnifying party in writing of the claim; (ii) give the indemnifying party sole control of the defence and settlement of the claim (provided that any settlement that imposes obligations on the indemnified party requires the indemnified party's prior written consent, not to be unreasonably withheld); and (iii) provide reasonable cooperation at the indemnifying party's expense. Failure to provide prompt notice only relieves the indemnifying party of its obligations to the extent it is materially prejudiced by the delay.

IP infringement mitigation

If WelcomeDesk reasonably believes the Service infringes a third-party IP right, WelcomeDesk may, at its option and expense: (a) modify the Service to be non-infringing; (b) obtain a licence permitting continued use; or (c) terminate the affected portion of the Service and refund prepaid fees for the unused period. This clause states WelcomeDesk's entire obligation with respect to third-party IP infringement claims.

14. Termination

You may cancel your subscription at any time from the billing screen. We may terminate or suspend the Service if you materially breach these Terms and do not cure the breach within 14 days of notice, or immediately on notice if the breach is not curable. On termination, your right to access the Service ends. Sections intended by their nature to survive (including 4, 9, 10, 11, 12, 13, 16 and 17) survive termination.

15. Changes to the Service or Terms

Service changes

We may modify the Service from time to time, including adding, changing or removing features. We will use commercially reasonable efforts to provide advance notice of changes that materially reduce the core functionality of the Service.

Terms changes

We may update these Terms. For material changes (meaning changes that increase your obligations, reduce your rights, or alter core commercial terms) we will provide at least thirty (30) days' advance notice by email to the address on your account and by prominent in-app notice.

Right to exit on material change

If you do not agree to a material change, you may cancel your subscription before the effective date of the change by providing written notice to support@welcomedesk.io. If you cancel on this basis, we will provide a pro-rated refund of any prepaid fees for the unused portion of your then-current subscription period. Continued use of the Service after the effective date of a material change constitutes acceptance of the revised Terms.

Non-material changes

Changes that are non-material (including clarifications, corrections, additions that expand your rights, or changes required by applicable law) take effect on the date stated in the notice and do not give rise to a right to exit without penalty.

16. Governing law and disputes

Governing law

These Terms are governed by the laws of the State of Delaware, without regard to its conflict-of-laws principles.

Informal resolution

Before initiating any formal dispute process, the parties agree to attempt to resolve any dispute through good-faith negotiation. Either party may initiate this process by sending written notice describing the dispute to the other party's designated contact. The parties will have thirty (30) days from receipt of that notice to attempt informal resolution.

Binding arbitration

If a dispute is not resolved through informal negotiation, it will be resolved by binding individual arbitration administered by the American Arbitration Association ("AAA") under its Commercial Arbitration Rules (available at www.adr.org), except as provided below. The arbitration will be conducted in English by a single arbitrator. Either party may elect to conduct the arbitration by video conference or on the basis of written submissions. The arbitrator's decision will be final and binding and may be entered as a judgment in any court of competent jurisdiction.

Class action waiver

Each party waives any right to bring or participate in any class action, collective action, or representative proceeding in connection with any dispute arising under these Terms. The arbitrator may not consolidate more than one party's claims and may not preside over any form of representative proceeding.

Exceptions

Either party may seek injunctive or other equitable relief in any court of competent jurisdiction to protect its intellectual property, confidential information, or to prevent irreparable harm, without waiving the right to arbitration for all other claims.

Fees

Each party will bear its own attorneys' fees. Arbitration filing fees will be allocated in accordance with the AAA rules, except that WelcomeDesk will pay your filing fee if the amount in dispute does not exceed US$10,000 and you are the claimant.

17. General

• Entire agreement. These Terms, together with any order form and our Privacy Notice, are the entire agreement between the parties and supersede any prior agreements on this subject.
• Assignment. You may not assign these Terms without our written consent; we may assign them in connection with a merger, acquisition, or sale of assets.
• Severability. If any provision is unenforceable, the remainder will remain in force.
• No waiver. Failure to enforce a provision is not a waiver.
• Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control.
• Relationship. The parties are independent contractors. Nothing in these Terms creates any agency, partnership, joint venture, or employment.
• Notices. We may give notice by email to the address on your account or by posting in the Service. You may give notice to support@welcomedesk.io.

18. Contact

Questions about these Terms? Email support@welcomedesk.io or open a ticket from the in-app support screen.