Terms of Use

Effective Date: 10 June 2026

1. Introduction and Acceptance

These Terms of Use (“Terms”) govern your access to and use of Nown Pass (“Pass”), the guest-facing preference profile product operated by Nown SAS, a French simplified joint-stock company (société par actions simplifiée) registered under SIREN 103 802 112, with its registered office at 3 Avenue Alphand, 75116 Paris, France (“Nown”, “we”, “us”, or “our”).

You encounter and accept these Terms at one specific moment: when you claim your Nown Pass and activate it as your own guest-owned profile. By accepting these Terms at that point, or by using the Pass in any way thereafter, you agree to be bound by them. If you do not agree to these Terms, you must not activate or use the Pass.

These Terms are governed by French law. They should be read alongside our Privacy Policy, which explains how we process your personal data.

2. Eligibility

Nown Pass is available only to individuals who are 18 years of age or older. During activation, you provide your date of birth and confirm, by ticking a box, that you are at least 18 years old. Activation is refused for anyone under 18. We do not knowingly collect or process Pass data from individuals under 18.

If we become aware that a Pass has been activated by a person under 18, we will deactivate it and delete any associated data without notice. This 18+ rule applies to every activation path, including where you are added to a booking as a companion guest.

3. What Nown Pass Is

Nown Pass is a guest-owned preference profile, sometimes called a Preference Passport. It lets you store your stay preferences, dietary requirements, accessibility needs, and service preferences in a single profile that can be shared with hotels that use the Nown platform (“Nown-powered hotels”), so that those hotels can personalise your experience before and during your stay.

Before you activate Nown Pass, when you book at a Nown-powered hotel, the hotel may hold or provide Nown with a property-level guest record connected to your stay. We call this a “Shell Record”. A Shell Record is created automatically at booking and is similar to the guest or reservation profile a hotel already keeps in its property management system. It is controlled by the hotel, is used only for that hotel’s own operational purposes, does not travel across hotels, and is not a Nown Pass account. The Shell Record is not governed by these Terms; it is governed by the hotel’s own privacy notice and the agreement between the hotel and Nown.

When you activate Nown Pass, you are claiming that profile as your own. When you accept these Terms and our Privacy Policy during activation, relevant information already held in your Shell Records is brought together, with your consent, to create your guest-owned Pass profile. From that moment, your Pass is controlled by Nown, belongs to you, and can be shared with Nown-powered hotels only according to your sharing choices and where you have an active or upcoming stay.

Nown Pass is currently provided as a web-based product, accessed via a magic link, invite link, QR code, or by logging in with your phone number. Additional ways to access the Pass, including a native mobile application, may be introduced over time; when they are, these Terms apply to them as well. Nown Pass is currently available in English and French, and additional languages may be added over time.

4. Activating and Securing Your Pass

4.1 How activation works

You do not fill out a sign-up form or create a password. Your profile already exists as a Shell Record when you first arrive, having been created from your booking. To activate your Pass, you open the personalised magic link sent to you after a booking is confirmed, scan a QR code provided at the hotel, or follow another activation route made available by Nown. You then confirm you are 18 or older and accept these Terms and our Privacy Policy on the consent screen. Information from your booking, such as your name and email address, is used to populate your profile.

You secure and identify your Pass with your mobile phone number, verified by a one-time passcode (OTP) sent by SMS. Your phone number, together with the OTP, is the way you sign in on every visit. It is also the unique identifier used to recognise you and attach future bookings to your existing Pass. No password is created at any point.

4.2 Keeping your access secure

You are responsible for keeping your phone number, device, and access links secure. You must not share your magic link, invite link, or sign-in access with any other person. You must notify us immediately at privacy@nown.co if you believe your Pass has been accessed without your authorisation. We may suspend or deactivate your Pass if we reasonably believe there has been unauthorised access or a breach of these Terms.

5. Your Preference Profile

5.1 What your profile contains

Your Pass profile may contain:

• Preferences you enter directly, such as dietary requirements, room comfort preferences, arrival and departure preferences, service and communication preferences, spa and wellness preferences, technology and amenity needs, and special or occasion-related information.
• Preferences and observations recorded by hotel staff during your stays at Nown-powered hotels.
• Information derived from your booking, such as your name, contact details, and stay dates, imported from the hotel’s property management system.
• Signals generated by your interactions with the Nown AI Concierge.

5.2 Explicit and observed preferences are always distinct

What you declare directly in your Pass is your authoritative preference. Hotel staff observations are treated as supporting signals that carry a different confidence level. Your Pass surfaces what you have declared; hotel-added observations are never presented to you as confirmed facts about yourself.

5.3 Safety-critical fields

Certain fields in your profile are designated as safety-critical: explicit allergies, health conditions, and accessibility or mobility needs. These fields are treated with elevated priority and may be shown to operational hotel staff across all departments at a Nown-powered hotel, regardless of their role, because they may affect your safety and wellbeing during your stay.

Safety-critical fields are only populated with information you have explicitly stated, or information confirmed directly with you by hotel staff. Nown’s AI does not infer, guess, or generate content for allergy or other safety-critical fields. If the AI detects something that may be relevant, it surfaces it only as a “needs confirmation” flag, never as a confirmed allergy or safety fact. By entering information into safety-critical fields, you confirm that it is accurate and consent to it being used for safety and service purposes during your stay.

5.4 Special-category sensitive data

Some information you may choose to add, such as allergies, dietary requirements, health-related needs, religious observances, or accessibility needs, is treated as special-category data under data protection law. We ask for your explicit consent before you enter this information into the relevant fields, shown to you at the point of entry. You can withdraw that consent at any time by deleting the field, which also triggers notification to any hotel that received it. You are never required to provide special-category data to use the Pass.

5.5 AI Concierge

Nown Pass includes an AI Concierge powered by third-party large language model providers engaged by Nown to provide this feature. The Concierge lets you express preferences through natural conversation by voice or text. Preferences identified during a Concierge interaction may be added to your profile, and the Concierge indicates in real time what is being added.

All AI outputs are decision-support for human hotel staff. No decisions about you are made solely by automated means based on AI outputs alone; hotel staff are responsible for all service decisions. If you have paused Nown’s use of your data as described in Section 8, the AI Concierge displays a fixed message rather than a personalised response.

5.6 Use of AI

The content, analyses, recommendations, or responses generated by the artificial intelligence (AI) system integrated into our Service are generated automatically, on the basis of the data available and the instructions provided by the User.

Although every effort is made to ensure the quality, relevance, and consistency of the information produced, no guarantee is given as to its accuracy, completeness, or timeliness.

The User therefore remains solely responsible for:

• the interpretation, verification, and use of the results provided;
• decisions made or actions taken on the basis of these results;
• compliance with the legal, regulatory, ethical, or contractual obligations applicable to their activity.

The use of this system is not a substitute for human, professional, or legal advice. The publisher shall not be held liable for any direct or indirect damage resulting from the use, misuse, or interpretation of the content produced by the AI.

The User undertakes not to submit any sensitive or confidential data, or data falling into special categories within the meaning of the GDPR, unless a specific contractual framework so provides.

6. Sharing Your Profile with Hotels

6.1 Your sharing choices

Your Pass profile is not shared with hotels automatically, and accepting these Terms does not by itself share your profile with the wider Nown network. Sharing is governed by two controls you manage in your Pass settings:

• Cross-property sharing, global. A single toggle, off by default, that lets your profile travel to Nown-powered hotels where you have an active or upcoming stay. You can turn it on or off at any time.
• Per-hotel sharing. Controls for individual hotels. Sharing with any specific hotel is off by default for any hotel you have not previously shared with, and you can enable or disable it per hotel at any time.

In all cases, a hotel only receives your profile when you have an active or upcoming reservation there and the relevant sharing control is on.

6.2 Per-hotel controls

You can turn sharing on or off for any individual hotel at any time from your Pass settings. Turning sharing off for a hotel immediately revokes that hotel’s access to your Pass profile, and any AI-generated summaries or briefings that used your profile data are invalidated and refreshed.

6.3 How hotels use your profile

When you share your profile with a Nown-powered hotel, the hotel’s operational staff can view your preferences and use them to personalise your stay, and may add observations and notes to your profile during your stay. Hotels are responsible for complying with applicable data protection law in respect of their use of your information at the property level.

Hotels do not own your Pass profile. Hotels must not use your Pass profile data outside the Nown platform except where necessary to deliver hotel services during your stay, required by their own legal obligations, or otherwise authorised. A hotel’s own property-management records, booking records, and other records held independently of Nown remain subject to that hotel’s own retention and legal obligations.

6.4 Contextual notifications

If you have not enabled sharing and a booking is confirmed at a Nown-powered hotel, we may send you an email, in-app message, or push notification, where available, inviting you to share your profile for that specific stay. You are not obliged to act on any such notification.

6.5 Adding a companion to your booking

As the booking holder, you may invite additional guests to create their own Nown Pass for a specific stay via a secure, expiring invite link sent by SMS or another supported method. Each invited guest must activate their own Pass, accept these Terms, confirm they are 18 or older, and make their own sharing choices. Each Pass is a separate, independent account. Your Pass profile data is not shared with invited companions through the invite process, and theirs is not shared with you.

7. Preference Categories

Your Pass profile is organised into seven preference categories, mirroring hotel operational domains:

• Arrival & Departure: check-in and check-out preferences, transfers, luggage handling, early arrival and late checkout.
• Dining & Beverage: dietary requirements, allergies, cuisine and beverage preferences, and dining service preferences. Allergy and dietary fields here are safety-critical.
• Room & Comfort: room type, bedding, pillows, temperature, and other in-room comfort preferences.
• Service Style: communication style, formality, language, contact, and recognition preferences.
• Spa & Wellness: treatment preferences, wellness routines, and sensory comfort. Some fields may be health-related and require your explicit consent at entry.
• Tech & Amenities: equipment and items you need in your room, including accessibility equipment and personal-care or connectivity items.
• Special & Occasions: important dates, the occasion or purpose of a stay, travel companions, temporary needs, and one-off requests. Some fields may be safety-critical or special-category and require your explicit consent at entry.

You may complete as many or as few categories as you wish. Your profile remains functional with partial information.

8. Pausing Data Use

You can pause Nown’s personalised use of your data at any time from your Pass privacy settings. While data use is paused:

• The AI Concierge displays a fixed message rather than a personalised response.
• Hotel staff do not receive updated AI-generated briefings based on your profile.
• You can still contact the hotel directly for assistance.

You can resume personalised data use at any time by updating your privacy settings.

9. Acceptable Use

You must use Nown Pass only for its intended purpose: managing your own guest preference profile for use in the context of hotel stays at Nown-powered hotels. You must not:

• Provide false or misleading information, including false allergy or safety-critical information.
• Use Nown Pass on behalf of another person without their consent and without a separate Pass in their own name.
• Attempt to access, interfere with, or compromise the accounts of other users.
• Use Nown Pass for any unlawful purpose or in any way that violates applicable law.
• Reverse-engineer, decompile, or attempt to extract the source code of any part of the Nown platform.

We may suspend or deactivate your Pass immediately if we determine that you have breached this Section or any other provision of these Terms.

10. Intellectual Property

The Nown platform, including its software, design, branding, and methodology, is owned by Nown SAS and protected by applicable intellectual property law. These Terms do not grant you any rights in or to the Nown platform beyond what is necessary to use your Pass profile as described here.

Your personal data and the preferences you enter into your Pass profile remain yours. Nown does not claim ownership over your personal data. The licence Nown requires to process your data is described in our Privacy Policy.

11. Availability and Changes to the Service

Nown Pass is provided on an “as is” and “as available” basis. We do not guarantee uninterrupted or error-free access. We may suspend or discontinue any feature of the Pass at any time for operational, legal, or security reasons.

We may update these Terms from time to time. We will notify you of material changes by email or via an in-app notice. Continued use of Nown Pass after such notification constitutes acceptance of the updated Terms. If you do not accept the updated Terms, you must stop using the Pass and may delete it.

12. Limitation of Liability

To the maximum extent permitted by applicable law, Nown SAS is not liable for:

• Any indirect, incidental, special, or consequential loss or damage arising from your use of Nown Pass.
• Any loss of data, revenue, or goodwill.
• Any failure of a hotel to act on preferences shared through your Pass profile.
• Any third-party services or content linked to or integrated with Nown Pass.

Nothing in these Terms limits Nown’s liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited by applicable law, including your mandatory rights as a consumer.

13. Termination

You may delete your Nown Pass at any time from your Pass settings. See the Privacy Policy for the deletion and recovery process.

We may suspend or terminate your Pass if you breach these Terms, if required by law, or if we decide to discontinue the Nown Pass service. We will give you reasonable notice where possible, except where immediate suspension is required for legal or security reasons. On termination, your right to use Nown Pass ceases immediately. Sections 10, 12, 14, and 15 survive termination.

14. Governing Law and Jurisdiction

These Terms are governed by French law. Any dispute arising from or in connection with these Terms is subject to the exclusive jurisdiction of the courts of Paris, France, unless mandatory consumer protection law in your country of residence requires otherwise.

15. Contact and Data Protection

For any questions about these Terms or about your Nown Pass account, please contact us at:

Nown SAS

3 Avenue Alphand, 75116 Paris, France

SIREN: 103 802 112

Email: privacy@nown.co

Our Data Protection Officer is provided by Dipeeo, a CNIL-registered DPO.

In order to benefit from the service, Nown SAS must process your personal data. For more information on this subject, please consult our Privacy Policy accessible here.