Purpose
This Fair Usage Policy ("Policy") ensures the responsible use of Tailwind's guest communication services, including phone calls, OTA messages, text messages, and emails. It is designed to provide equitable, reliable, and efficient service for all users while maintaining system performance and integrity. By using Tailwind’s services, partners agree to the terms outlined in this Policy.
Scope
This Policy applies to all communication services offered by Tailwind, including:
Phone Calls
OTA Messages (e.g., Airbnb, Vrbo)
Text Messages (SMS)
Emails
1. Intended Use
Tailwind’s services are intended exclusively for short-term rental operators to facilitate guest communication and support. Acceptable uses include:
Responding to guest inquiries and requests.
Sending check-in and check-out instructions.
Sharing property rules, local tips, or other relevant information.
2. Excessive Usage
Tailwind reserves the right to address excessive usage, defined as generating an unusually high volume of messages or calls across all properties, far exceeding normal operational needs. Excessive usage may impact the quality of service for other users.
3. Service Limits
To ensure fair access for all users:
Message and Call Volume Thresholds: We may implement reasonable daily or monthly limits based on usage trends. Exceeding these thresholds may result in Extenteam reserving the right to deprioritize those calls and messages.
Automation Restrictions: Excessive use of automated messaging or call systems that burden system resources may result in reduced service quality.
High-Volume Campaigns: If partners plan to send high-volume communications such as marketing campaigns or messages to large lists of repeat guests, they must notify Tailwind at least five business days in advance. These messages will be deprioritized and response times may fluctuate.
4. Prohibited Use
Users may not use Tailwind for:
Non-short-term rental-related communications.
Sending unsolicited or bulk messages ("spam").
Sharing fraudulent, misleading, or illegal content.
Harassment, threats, or inappropriate messaging.
Activities that disrupt Tailwind’s functionality or degrade system performance.
5. Monitoring and Enforcement
Tailwind may monitor usage patterns to prevent abuse and ensure compliance. Violations of this Policy may result in:
Temporary suspension of services.
Service limitations during peak times.
Permanent account termination in cases of severe or repeated breaches.
6. Modifications to Policy
This Policy may be updated periodically. Significant changes will be communicated to users in advance. Continued use of Tailwind services constitutes acceptance of any updated terms.
7. Questions or Concerns
For further clarification on this Policy, please contact us at [email protected].